Dover return policy - who has really used it?

[AmmyByNature]

Has anyone returned something to Dover after using it for quite a while but not being 100% happy about the performance/fit? I feel funny about “taking advantage” of the policy, but on the other hand, when i bought the item in the first place (in an actual store) the sales person repeatedly assured me that i should buy it because if i wasn’t happy i could always bring it back.

Has anyone felt guilty about returning something to dover? Would you feel differently if you ended up exchanging it for something similar?

I’m conflicted…

[beowulf]

If you don’t like the product, return or exchange it - no problem.

They have that policy there because they’re 100% serious about it. They’ll take it back. If it makes you feel better, you can explain why you’re returning it, but no, you will not be under fire for it.

I returned a pair of riding pants I’d been holding onto for a year and a half, no problem.

[Cartier]

You know if your concern is legitimate, and if so, return the item, and don’t worry about it. Like any good retailer, Dover wants you to be happy because “happy customers” are repeat customers. Over the years I have had an issue or two with orders and Dover has always been excellent to deal with. No product is perfect, Dover respects this. They seem to want our business long-term, and that means that we are comfortable buying from them because they stand behind what they sell.

[skipollo]

I returned a pair of breeches to them (Riding Sport Full Seat breech–0/10 do not recommend, although the plaid ones are lovely and I’d 100% recommend those.)

I got my money back, but it took forever and a half, and they charged me $10 to ship it back. That was my “ordering from Dover for the first time in years to give them another chance” order, and as I should’ve expected, it was a bust. I’ll gladly buy in one of their stores, but I never order from them.

[scheherazadetbmare]

I have used it and was completely satisfied. First I measured my horses and got his blanket size. Then the BO said order 2 sizes larger. OK, so then of course the huge blanket came, much too big.
So I returned it although Dover said to let them handle the return shipping, I went ahead and paid it. And ordered one size larger. Well of course that was also too big so back it went. And then I ordered the size I’d planned to order originally before the “expert” BO told me to order larger. And by that time, Dover was confused and sent me back another larger. Dover paid for return shipping for all but the first one that I paid for.

And that was all just before Xmas. And although I told Dover it was not an Xmas present, they still sent me all those blankets, including the correct size one, all before Xmas.

[Lucassb]

I have returned a couple of things to Dover; one was a bridle that I’d used for maybe 5 months or so, when the flash attachment just fell off one day when I was cleaning it. Had no concerns about that, since at the price of that bridle, I felt like it should have held up a lot better than that. They replaced it promptly, and then the second one had the same problem. I returned that one for a refund.

I personally would NOT return something after months of use if it was not defective, but rather a situation where I just basically changed my mind/had buyer’s remorse.

I believe their policy is to take things back regardless of reason, so you could likely do it; I just wouldn’t feel right asking them to bear the expense of my me changing my mind about something. Just my $.02.

[fordtraktor]

I agree with Lucassb – if there is something wrong with it before I felt like reasonable wear should occur I would return it. Also if I hadn’t used it and kept it around a while, I’d feel fine returning it but only if it was new and I’d only had it a reasonable time, like under 90 days. Dover is big enough I’d feel OK with this and don’t feel like I have to rush back to the post office or anything like a small tack store. But if you’ve actually used it and just don’t like the fit, I wouldn’t feel comfortable unless it’s something I couldn’t have known ahead of time (like it looked fine but rubs the horse somewhere, etc.)

[nccatnip]

Their return policy is legit but sadly many take advantage returning items obviously well worn. If you have a valid complaint, why would you feel guilty?

[AmmyByNature]

I guess because I think I should have predicted the issue?

It’s a pair of half chaps - I was worried about the height, especially because they weren’t spanish tops - but they were on clearance and the lady really encouraged me to get them. (Citing their return policy as we talked.)

Well, lo and behold, they are too short now that they’ve broken in. On top of that, the way they have broken in on the top has made them way too gappy. Like I can fit my whole hand in the top.

So I feel like it’s partially my fault for getting them in the first place…

[StormyDay]

I have.
just a few weeks ago I went in needing black leather stirrup leathers. I decided to try the ‘new’ style of stirrup leathers where you have no extra strap left over and you adjust from above the stirrup.
I put them on the saddle, went for a ride, and hated them. Not only did I not like that I couldn’t run them up when not in use, they were way too long for me.
Took them back, no packaging, no receipt, used. And I got a different pair.
I Love Dover.
(BTW, If you order directly through the store, shipping is free)

[NurseHorsey]

I’ve used it. I think their policy makes up for the shipping charges most times.

I bought a bunch of blankets (Dover’s house brand, Riders International) for my horse when I first got him and had barely used his turnout (maybe like 3 times?) and someone slashed the lining. Called Dover and they replaced it with no hassle or questions aside from apologizing - and they didn’t even do anything wrong! They’ve always been very helpful and courteous.

[DressageOverFences]

Ive used it several times. I dont think its taking advantage of a company to ask for an exchange when a fairly expensive saddle pad disintegrates in the wash. I realize this generous policy is why the shipping is so outrageous, but it is great to be able to return anything at anytime as a customer. The oldest thing I exchanged was a little less than a year old and just falling apart, even though I am very careful with my tack.

[lindsay.anne]

I live by a Dover, and I use it often. Bought tall boots, wore them for a while, the knives-through-my-achillies feeling never went away; so I returned them. Heck, I told the manager my horse ripped their sheet in 3 wearings and she told me to bring it back. It is in shreds.

Great policy. Heck, if you knew the mark up on these items; you wouldnt hesitate to bring things back.

[copper1]

Bought a very expensive bridle and used it quite a bit but we were showing in a major down pour and it stretched so much it no longer fit the horse. I called Dover and they sent me a brand new one even before I got the other returned!

[monalisa]

I returned my Ice Vibe boots after many many months when they suddenly did not work. I had used them only once or twice. Dover gladly took them back and gave me a new pair no questions asked.

[trubandloki]

[QUOTE=NurseHorsey;8354395]
I’ve used it. I think their policy makes up for the shipping charges most times.

I bought a bunch of blankets (Dover’s house brand, Riders International) for my horse when I first got him and had barely used his turnout (maybe like 3 times?) and someone slashed the lining. Called Dover and they replaced it with no hassle or questions aside from apologizing - and they didn’t even do anything wrong! They’ve always been very helpful and courteous.[/QUOTE]
I just can not wrap my head around this. How does anyone justify using a return policy in a situation like described here? This is as bad as the person who returned to Smartpak used breeches they bought second hand.

[Xctrygirl]

This list is all accurate and not an exaggeration:

1. Returned/upgraded Ariat paddock boots after 19 months for failure to hold up
2. Returned/exchanged 2 Mio turnout sheets last year twice (their limit before you have to upgrade to a better blanket) because they kept getting eaten by the horses or lost their waterproofness
3. Returned/exchanged a Midweight for a tear
4. Returned/exchanged gloves after 1 year for falling apart
5. Returned/exchanged an irish knit for it’s buckles breaking apart while fastnening
6. returned/exchanged a shirt because the color clashed with pants I was wanting to wear it with
   and my favorite
7. returned a bucket because it didn’t hold water. (micro leak)

They made the policy. So don’t feel bad using it. I am buying blankets solely from there now since it’s easy to take the then ripped and torn blanket back and get a new one right away. Now if the products they stocked held up better they might not need the policy…But then the prices would go up.

~Emily

[merrygoround]

Years ago, I returned a bridle when the rolled throat latch came unstitched after 3 mo.

[pattnic]

I have used it five times, all in-store.

1. Wool dress sheet that dramatically shrunk (like 3 or 4 sizes) after being washed following the directions exactly. Exchanged for same size and I swear I am never going to wash it.*

2. Shirt (Riding Sport brand) in my usual size shrank after washing following directions exactly. Exchanged for a larger size.*

3. Same shirt, different color, purchased a size up to accommodate expected shrinkage… and did not shrink. Exchanged for a smaller size.*

4. Half chaps where the guards on the ends of the zippers started coming off (said half chaps also dropped too much, but I probably would have kept them if not for the zipper issue - but mine were not as bad as yours sound). Returned, as they didn’t stock the taller height I needed.

5. Northwind turnout sheet that didn’t hold up to the gelding frat house. Exchanged (and paid difference) for a Rambo.

It was a little bit of a hassle for 1, 2, 3, and 5, but ultimately the policy was always honored.

In your situation, OP, I would not hesitate to use the policy.

*These incidents make it sound like I’m really bad at doing laundry; I swear I’m not! I’m actually quite good at it!

[TheHotSensitiveType]

It has been a few years, but I got a dressage girth that I used a few weeks but HATED. The girth always bunched right where the buckles were. Dover accepted the return horse hair and all… (I did wash it, the girth was fabric so the hair was embedded).