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Dover and their last coupon...

Hunter/Jumper
#21

I didn’t read the details of the promo either and am now glad I didn’t waste my time trying to purchase the items that I wanted this weekend. I would have been frustrated as well.

That said, I find Dover’s customer service to be top notch. I’ve NEVER had an issue with them…but I also take responsibility for the purchases I make and don’t think it’s a company’s fault if I buy something that doesn’t fit or is kind of dumb.

If I buy breeches that don’t fit, etc. the company should not have to pay the shipping back. That’s MY fault, not theirs. I’m not sure why people think the company should be on the hook for those charges. Just because some other companies use free shipping as a loss leader to get you to continue to buy. If I’m buying something I don’t know the fit of, I probably won’t buy it from Dover because I don’t want to pay to ship it back.

I will almost always choose Dover over the other online retailers, definitely over SmartPak. I’ve gotten the run around from SP on multiple occasions (the most recent they only choose to pay attention to when I posted on their social media…prior to that, they basically said ‘too bad’ during two phone calls. That is crappy customer service). I have had good customer service from them as well, but it’s a mixed bag for me. They did just take back some Pipers that were defective, so that was nice…

I’ve used Dover’s 100% satisfaction guarantee a few times, most notably on a helmet that I wore for a month that continue to give me a headache. The catalog recommended buying a size smaller, and that just didn’t work. Dover sent me a replacement at no cost as well as shipping tags to send the other back. The other time was when the website was acting funky and I ended up with two of the same item ordered one day apart (it dropped from my shopping cart so I ordered it again the next day…and ended up with two). Got shipping tags on that too.

My most recent purchase was two trunk covers with embroidery and they were ordered on 7/21 and were in my hands on 7/27. I was impressed.

#22

Shout out to Dover Saddlery and their Chantilly, Virginia store in particular. We visited there this morning and let’s just say the store manager and one of their senior employees bent over backwards to accommodate/assist us. Their actions today only reinforce why we are and will remain frequent and loyal customers. Needless to say I’m a BIG FAN.

Further, we forgot an item and when we got home, I ordered it online. The item was a “premier product” and I was able to apply the $25 coupon during the online checkout process without issue.

I guess it’s true: “Haters gonna hate.”

#23

Sorry-- I didn’t see this coupon in my latest summer sale catalog. Did only some people receive it? There is an entirely unremarkable saddle pad that I need to buy, and $25 off would be nice!

#24

lmlacross it is $25 off a $150 purchase, and it shows up if you go to the website.

I don’t think it is a case of “haters gonna hate” I think it is a case of varying experiences. Their shipping charges really aren’t competitive. I don’t mind return shipping, but if I can find the same product elsewhere without having to pay those shipping charges, I’m likely going elsewhere. But there are some things I can only get through Dover, and I’ll continue to use them for that. While I certainly don’t blame them for manufacturer restrictions on pricing, their sales and coupons are frequently a little suspect IMO – big signs at the store for a sale price, but when you look at the price tag on the item, it is the regular price, or a de minimis discount that is a real stretch to promote as a “sale.” My biggest complaint is that our local store consistently has sales staff that is not knowledgeable - you can find one or two really good people if you are lucky, but 75% of the time I get someone without a clue who wastes my time. Just today, I called to ask if they carried Aramas bridles in the store (they do online), and the person I talked to had never even heard of the brand, and certainly had no clue if they carried it. I had to pull an item number from the website, and then she told me they don’t carry it and it can’t be ordered. Which was fascinating since the website has it in stock . . . I’ve had better luck with SmartPak’s service, but I certainly would never suggest they are infallible either!!

#25

That is AMAZING as I just tried on mine again and the coupon code would not work for me (premier item in cart plus some non-premier that all totalled over $150, and the coupon code would, if it worked, at least cover the shipping). But, hey, I’m just a hater I guess.:lol: In the end, I decided it was for the best as it really wasn’t anything I NEED right now and I’ll wait until I see it on sale somewhere else. No biggie, and I still think the OP was just fine coming here to vent about her experience. Doesn’t mean I won’t shop Dover again, but I know they are a little “different” in how they operate and I kind of expect this sort of thing.

#26

I don’t think it’s a “haters gonna hate” thing and the OP clearly admits she wasn’t in the best frame of mind. There are things that are frustrating about Dover (and smartpak, etc (I haven’t been frustrated by Riding Warehouse yet:D ). The Dover catalog does have legit issues and as Madison mentions, it’s annoying when the 'retail price" isn’t really the price but the “sale” price is. It’s a bit like Kohl’s. Has anyone EVER paid the price on the sticker there? Everything is on sale!..but not really. it’s just that price and they want you to think it’s on sale.

But, if someone posts stuff that is inaccurate, it’s perfectly acceptable to point it out. I’ve been given the ‘manufacturer won’t let us discount it’ line before. Truthfully, it’s kind of nice to not feel like you might be missing out on a better price elsewhere. That said, I don’t get why a retailer can’t have a sale on a particular item.

I prefer Dover because they have done right by me multiple times (and I have the card for lower cost shipping). Smartpak really wronged me twice, so I tend to go elsewhere…although they did just win some points. We all have our favorite retailers… and horror stories are only going to convince a few folks while the rest of us will stick with what we like.

#27

It’s true that some manufacturers set floor prices, but some of the “premiere products” are not at that floor yet so COULD be discounted. Other items are. IME it’s a mixed bag.

#28

I hate to tell you this, but Dover’s return policy has been so abused I would not be surprised if corporate decided to do away with it…just give it some time. Or managers will have more discretion as to who can return what and why. Really, some of the reasons I have heard others give for returning items are just terrible. I certainly don’t have the balls to waltz up to the counter with my seven year old blanket and demand a new one. Please think twice before abusing the policy or it could go away for everyone :frowning:

#29

[QUOTE=sassy;8774982]
I hate to tell you this, but Dover’s return policy has been so abused I would not be surprised if corporate decided to do away with it…just give it some time. Or managers will have more discretion as to who can return what and why. Really, some of the reasons I have heard others give for returning items are just terrible. I certainly don’t have the balls to waltz up to the counter with my seven year old blanket and demand a new one. Please think twice before abusing the policy or it could go away for everyone :([/QUOTE]

This x1000. There’s always that one person that has to ruin it for the rest of us. In this case though its the hundreds of people who return their daughters boots because they don’t fit anymore (kids grow), the three year old trunk cover that the zipper finally bit the dust, or the person who buys and returns like its going out of style.

After seeing multiple people on this board saying, “just return it” I won’t be surprised if they change the policy in the near future.

#30

Be very careful

With those Dover coupons, be a careful buyer. I remember a couple of years ago they sent a $10 off coupon. I had been following a few items for a few weeks as potential Xmas presents for my daughter. Got the coupon and thought, “great, I’ll pick them up. Coupon will defray Dover’s high cost of shipping.” Went to the site and all the items I had viewed previously had been marked UP $10.00 during the coupon eligible period. Double-checked this again last year too.

Wanted to buy a breast-plate on SmartPak 2 years ago. It was mid-November when needed, so decided to wait for the Black Friday sale. The breast-plate that was listed as $169.99 in the weeks before was now $232 for the “sale.” And of course the coupon didn’t apply. Found same exact breastplate on Victory Canter for $162 and could use a 20% off coupon also. So got what I needed elsewhere. Don’t really shop at Dover or SP now. Hate the dishonesty.

I am frustrated with all of them- Dover, SmartPak, Dick’s Sporting Goods, etc. What good is a coupon that you can’t use? And those manufacturers’ set prices didn’t exist a few years ago. It is all a crock.

#31

Manufacturers minimums have been in place for years. I used to work for a big department store and we were frequently “shopped” by people hired to verify that we were in compliance with their pricing. I managed the domestics area and during my tenure, a very big store lost its contract to sell a major line because it was allowing discounting via coupons.

#32

As someone who is very familiar with Dover for various and sundry reasons, I can tell you that Dover does not “sneakily” up the price of something while you have it in your cart.

What likely happened is you added the non-sale item numbers to your cart.

For instance, X1-1997 - that is Dover’s standard saddle pad. It is $19.99.
http://www.doversaddlery.com/riders-international-quilted-cotton-saddle-pad/p/X1-1997/

That is their standard price. That is the physical page of this item as a Non-sale item. It is always available on their website - that item number (X1-1997) will always work because that is the default price for that item.

Now, that same item is on sale with their current catalog code, which is SC. So, type SC-1997 into the search bar and you get the same product for $10.99.
http://www.doversaddlery.com/riders-international-quilted-cotton-saddle-pad/p/SC-1997/

That code is not always going to work; that is their sale item number, and yes, it WILL expire. It probably will expire when the new catalog comes out. It’s the same product, same item number – however, one page is the sale price and the other the default. Dover does this so that when the sale expires, they can simply “retire” the sale page.

Dover runs some of their sales very similar to how big grocery stores do: you stop and pick up a catalog at the front and you can find whatever you’re looking for - chances it’s on sale somewhere. If you don’t have the catalog/coupons in front of you, you may not get the sale price. BUT – they made it easy for EVERYONE to get the sale price, you can now look at their catalog online. :winkgrin:

Alternatively, you can always browse their online catalog if you don’t want to subscribe:
http://www.doversaddlery.com/dovers-online-catalogs/a/221/

Doubly alternatively – you can always call in and say “I want these items XYZ, can you give me your best price” – the phone agents are able to view in their system what the current catalog sale price is and they can give you it – it takes a fair bit of work for them though.

All in all, MANY of the complaints I hear about Dover are from people who don’t realize every tool they need is right there on the website. Annoyed you can’t find the sale price? Call it in or look at the online catalog that’s there for you. Annoyed that you can’t get a coupon code to work? Hit up the chat line or call the customer service line. Don’t want to subscribe to the emails/catalogs but still want to be a privileged customer and get the same deals as loyal customers? Simply view their ‘ONLINE CATALOG’ so you can get privvy to all their best deals. Disappointed your new Parlanti boots already have a crack in them? Simply send them in for a new pair…

I have many complaints about Dover but none of them are any of the above.

I’ve been in retail forever. MAP/minimum set prices has always been a thing. Manufacturers do not want their products to lose value or brand image (which is what happens when a product is steeply discounted en-masse) so they will set a minimum that you can sell the product at, period.

#33

[QUOTE=beowulf;8775495]

I’ve been in retail forever. MAP/minimum set prices has always been a thing. Manufacturers do not want their products to lose value or brand image (which is what happens when a product is steeply discounted en-masse) so they will set a minimum that you can sell the product at, period.[/QUOTE]

  1. Thanks for your post, beowulf. I think people get frustrated because something doesn’t work the way they think it should or in a way they understand.

  2. As for products losing value because of steep discounting, look to Kastel as a case study. While the brand image has not declined (yet?), the steep discounting available on ebay is not going to help them. I know I won’t pay $80 for a shirt just because it is in pretty new colors when I can pay $30 for one on ebay.

We participate in a very elitist sport. Helmets do not cost $600 dollars to make…they cost that because of the elite culture that says that the more something costs, and the fewer people that have it, the better something is. If a helmet manufacturer doesn’t want to become the next Troxel, their helmets have to be priced to appeal to the group that believes more expensive = better. They might all protect your head, but they need to cost an arm and a leg to be appealing.

#34

SmartPak had some “15% off” thing going on and I had told a customer that Samshield was not eligible for discount (for their client discount they receive). They tried to argue SmartPak had them 15% off. I went on and if you click on the actual details nearly every.single.one of the brands were excluded besides their supplements, Piper and a few random tack brands.

Unless we’re clearancing a style or brand out its hard to put anything on sale now.

#35

[QUOTE=wronglead;8773653]
Also, Stateline Tack applies their promos to EVERYTHING, so I don’t believe that whole “MSRP minimum pricing blah blah” story that both Dover and Smartpak give for a minute. Like I said, nothing but great experiences with all three, but when it comes to being thrifty and a smart shopper, I will use Stateline, then Smartpak, then Dover as a last resort.[/QUOTE]

Probably a solid 70% of the time I get the state line tack ‘everything is 30% off!!!’ emails I can’t use it on the stuff I want anyways. Who knew mediocre stirrup irons wouldn’t qualify >.>

#36

[QUOTE=beowulf;8775495]
As someone who is very familiar with Dover for various and sundry reasons, I can tell you that Dover does not “sneakily” up the price of something while you have it in your cart.

What likely happened is you added the non-sale item numbers to your cart.

For instance, X1-1997 - that is Dover’s standard saddle pad. It is $19.99.
http://www.doversaddlery.com/riders-international-quilted-cotton-saddle-pad/p/X1-1997/

That is their standard price. That is the physical page of this item as a Non-sale item. It is always available on their website - that item number (X1-1997) will always work because that is the default price for that item.

Now, that same item is on sale with their current catalog code, which is SC. So, type SC-1997 into the search bar and you get the same product for $10.99.
http://www.doversaddlery.com/riders-international-quilted-cotton-saddle-pad/p/SC-1997/

That code is not always going to work; that is their sale item number, and yes, it WILL expire. It probably will expire when the new catalog comes out. It’s the same product, same item number – however, one page is the sale price and the other the default. Dover does this so that when the sale expires, they can simply “retire” the sale page.

Dover runs some of their sales very similar to how big grocery stores do: you stop and pick up a catalog at the front and you can find whatever you’re looking for - chances it’s on sale somewhere. If you don’t have the catalog/coupons in front of you, you may not get the sale price. BUT – they made it easy for EVERYONE to get the sale price, you can now look at their catalog online. :winkgrin:

Alternatively, you can always browse their online catalog if you don’t want to subscribe:
http://www.doversaddlery.com/dovers-online-catalogs/a/221/

Doubly alternatively – you can always call in and say “I want these items XYZ, can you give me your best price” – the phone agents are able to view in their system what the current catalog sale price is and they can give you it – it takes a fair bit of work for them though.

All in all, MANY of the complaints I hear about Dover are from people who don’t realize every tool they need is right there on the website. Annoyed you can’t find the sale price? Call it in or look at the online catalog that’s there for you. Annoyed that you can’t get a coupon code to work? Hit up the chat line or call the customer service line. Don’t want to subscribe to the emails/catalogs but still want to be a privileged customer and get the same deals as loyal customers? Simply view their ‘ONLINE CATALOG’ so you can get privvy to all their best deals. Disappointed your new Parlanti boots already have a crack in them? Simply send them in for a new pair…

I have many complaints about Dover but none of them are any of the above.

I’ve been in retail forever. MAP/minimum set prices has always been a thing. Manufacturers do not want their products to lose value or brand image (which is what happens when a product is steeply discounted en-masse) so they will set a minimum that you can sell the product at, period.[/QUOTE]

Actually, I never got to the point to put an item in my cart. I had written down the prices previously on my list and all the prices on the web page (e-catalog) were $10 higher than they had been before the coupon came out. I never even added a thing to my cart.

#37

[QUOTE=Libby416;8775147]
This x1000. There’s always that one person that has to ruin it for the rest of us. In this case though its the hundreds of people who return their daughters boots because they don’t fit anymore (kids grow), the three year old trunk cover that the zipper finally bit the dust, or the person who buys and returns like its going out of style.

After seeing multiple people on this board saying, “just return it” I won’t be surprised if they change the policy in the near future.[/QUOTE]

There was recently an interesting “This American Life” episode that included a story in Act 2 about LL Bean’s famous 100% guarantee (like Dover’s). LL Bean has no plans to change their policy, despite even more rampant abuse than Dover receives. There were also interesting tidbits about how they had to be choosy in picking their return services employees because it’s so hard to accept returns of such nature!

Listen to Act 2 for the LL Bean story:
Audio: http://www.thisamericanlife.org/radio-archives/episode/591/get-your-moneys-worth
Transcript: http://www.thisamericanlife.org/radio-archives/episode/591/transcript

#38

[QUOTE=achcosuva;8777054]
There was recently an interesting “This American Life” episode that included a story in Act 2 about LL Bean’s famous 100% guarantee (like Dover’s). LL Bean has no plans to change their policy, despite even more rampant abuse than Dover receives. There were also interesting tidbits about how they had to be choosy in picking their return services employees because it’s so hard to accept returns of such nature!

Listen to Act 2 for the LL Bean story:
Audio: http://www.thisamericanlife.org/radio-archives/episode/591/get-your-moneys-worth
Transcript: http://www.thisamericanlife.org/radio-archives/episode/591/transcript[/QUOTE]

I was just going to post about that! That’s nuts! I could NEVER work in CS there based on those stories…

Back to the original post, I’m willing to pay a dollar or two more to shop @ a company with good CS. A couple of months ago I bought my son some boots from Stateline because they were so cheap. Well guess what, they didn’t fit, and I spent $17 shipping them back and it took a couple weeks to get my refund. I will not order there again. I almost always order from Smartpak, Schneiders, or sometimes Amazon (if their prices are cheaper and I get Prime shipping). I’ve found both Smartpak and Schneiders to have excellent CS. I haven’t tried Dover yet, for no other reason than I have found what I need at the other two companies.

#39

[QUOTE=jumpermom;8776987]
Actually, I never got to the point to put an item in my cart. I had written down the prices previously on my list and all the prices on the web page (e-catalog) were $10 higher than they had been before the coupon came out. I never even added a thing to my cart.[/QUOTE]
You have to write down the entire item number string, not just the numbers. So if you have a sale item, you have to write down the letters too because it’s actually the letters/prefix that denotes the sale item, not the numbers. EX. X1-1997 – X1 is the prefix for their standard non-sale items. 1997 is the item number for their RI Saddle pad. SC-1997 – SC is the prefix for their 2016 spring/summer catalog.

So, if you know an item’s item number (1997) you can play around with the prefix on the website and see if any of those items you like are on sale.

Trust me, they don’t change the price of an item once it is up there on the page. And they don’t inflate their prices during coupon promotions.

#40

[QUOTE=beowulf;8777282]
You have to write down the entire item number string, not just the numbers. So if you have a sale item, you have to write down the letters too because it’s actually the letters/prefix that denotes the sale item, not the numbers. EX. X1-1997 – X1 is the prefix for their standard non-sale items. 1997 is the item number for their RI Saddle pad. SC-1997 – SC is the prefix for their 2016 spring/summer catalog.

So, if you know an item’s item number (1997) you can play around with the prefix on the website and see if any of those items you like are on sale.

Trust me, they don’t change the price of an item once it is up there on the page. And they don’t inflate their prices during coupon promotions.[/QUOTE]

But who has time to play around with numbers?! I find that so frustrating… I go right to SP anytime I am tempted to start fiddling with numbers.

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