Dover return policy - who has really used it?

[Pennywell_Bay]

[QUOTE=trubandloki;8354639]
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.[/QUOTE]

I also can’t believe some of these returns. Someone slashed your blanket, a horse chewed your blanket, gloves people had a year??? :eek:

What is wrong with people? I guess a policy is there to abuse, but there is no room to complain if shipping is so high (don’t worry, I guess some people can just drive to the store).

Seriously unbelievable.

[trubandloki]

@Xctrygirl;8354643

This list is all accurate and not an exaggeration:

1. Returned/upgraded Ariat paddock boots after 19 months for failure to hold up

How long is a pair of paddock boots supposed to last?
19 months seems like a reasonable life span of good use.
I can not imagine returning something after 19 months.

[QUOTE=Xctrygirl;8354643]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

[/quote]

How is it their fault the blanket was eaten by a different horse?

@Xctrygirl;8354643

4. Returned/exchanged gloves after 1 year for falling apart

I am speechless on this one. How long are gloves supposed to last?

@Xctrygirl;8354643

6. returned/exchanged a shirt because the color clashed with pants I was wanting to wear it with

Please tell me this return was done before you actually wore the shirt.

[QUOTE=Xctrygirl;8354643]
They made the policy. So don’t feel bad using it.
~Emily[/QUOTE]
Using and abusing are two very different things.
It is the people who abuse a good policy who make the policy have to go away.

[lachelle]

I bought a pair of Tredstep tall boots in February of this year.

I wore them, broke them in, stretched them, etc. But the zipper just would. not. stay. zipped. On top of that the stretch panel had started to separate from the stitching every so slightly. I took them back 6 months later for a FULL refund. Applied the cost to a new pair of Ariat Challenges* which fit like an absolute dream.

VERY happy to have had the opportunity to use their return policy.

I felt horribly guilty but the girls at the Chantilly store were super nice, didn’t make me feel bad for returning the boots, and helped me find a pair of boots that fit much better (after trying on probably 10 different pair).

*I retract every bad statement I’ve made about Ariat. I bad-mouthed them because of their crappy zippers earlier this year, but WOW have they made improvements to them! That zipper is super sturdy.

[lindsay.anne]

[QUOTE=Pennywell Bay;8354953]
I also can’t believe some of these returns. Someone slashed your blanket, a horse chewed your blanket, gloves people had a year??? :eek:

What is wrong with people? I guess a policy is there to abuse, but there is no room to complain if shipping is so high (don’t worry, I guess some people can just drive to the store).

Seriously unbelievable.[/QUOTE]

I had a conscious, until you put things into perspective.

A stable sheet tore in exactly one night, both of my horses. I have one blanket destroyer and a blanket princess. Regardless that it was only $50, I didnt pay $50 for a one night stand. Back they went, new one handed out.

Second, the markup. Do you really think that those breeches cost $150? Find an employee that works at Dover (employee discount is FANTASTIC at cost +10%), ask them what they pay for some items. $350 bridle? Actual cost $109. So when I pay 3x as much, and the stitching comes undone after 3 months, you bet your bottom I’m bringing it back.

Donations. I hear that the items you bring back get donated. To rescues, therapeutic riding programs, etc. Knowing my stuff doesnt go in the trash-- you can GLADLY take back my unstitched bridle so that a therapeutic riding facility can use it. I’d imagine this all becomes tax write offs for Dover, so win-win? If its barely used, I believe it goes to the tent sales so that someone else can get a great deal.

[MintHillFarm]

Yes, I have as well…mostly for sheets and blankets (Rambos) where the linings ripped. Dover was mostly very good about the policy although recently they said I owed them a blanket for one they sent me. They replaced the blanket but it was unpleasant of them to make it out like I kept something I shouldn’t have! Especially when they send the pre paid label which I used for the return…

[IFG]

Dover is awesome. Much better than other companies who say that they have a similar policy, but don’t. I have returned a $400 pair of boots to Dover when Ariat did not honor their warranty. Made me try to make big ticket purchases at Dover when the price is close. Good customer service is good business in my book.

[MintHillFarm]

Yes, I have as well…mostly for sheets and blankets (Rambos) where the linings ripped. Dover was mostly very good about the policy although recently they said I owed them a blanket for one they sent me. They replaced the blanket but it was unpleasant of them to make it out like I kept something I shouldn’t have! Especially when they send the pre paid label which I used for the return…

[NurseHorsey]

[QUOTE=trubandloki;8354639]
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.[/QUOTE]

I can agree with your point to an extent here - it wasn’t a product failure that they were responsible for, so I was not justified in using their return policy.

There’s more to the story than just “Oh, someone slashed my blanket, guess I need to call Dover to get a new one,” as my concrete proof of that only came to light later. My call to Dover was not motivated by the idea of getting something replaced for free but in the end, they were exceptionally gracious and helpful, so in turn I now buy a fair amount from them.

I don’t seek to buy from companies with the motivation of getting something for nothing but I can certainly see your frustration with those who abuse the policies.

[vxf111]

I would feel no qualms returning anything worn and DEFECTIVE even if I had used it for a while. Straps are not supposed to fall off a noseband given normal use. Not on day 1 or year 2… that’s a defect. Soles of boots should not have holes in them within 3 weeks. within 3 years, sure, but not within 3 weeks.

I would not return something worn simply because I changed my mind or for DAMAGE not caused by a defect.

[Xctrygirl]

To expound a bit…

First, here’s the exact wording off of their site:

"Return Policy

At Dover Saddlery, we stand behind the quality of our products. If you find you are not satisfied with your purchase, simply return it at any time and we will refund, replace or exchange it for you. We guarantee your satisfaction."

There aren’t dates on this. All of the times I returned things I went to the store and was kind, never entitled or snarky. If they’d said “no” I would have accepted it without an issue.

The Mio turnout blankets were leaking water through them when less than 90 days old. That to me is not a good thing. The rips were extreme and not all caused by teeth. I watched as a horse, who was barefoot, kicked at another horse, barely connected and the rip was substantial for a glancing pass. Equal kicks on my older blankets have not yielded the same amount of damage.

Yes of course I returned the shirt before I wore it.

The gloves literally lost their stitching. Not just a little hole… there were multiple fingers that were undone.

Ariat themselves told me to go to Dover and replace them as they believe their boots will last 2 years. These didn’t.

There was also the brand new boot bags that quite literally the zipper just went down the track and off one day. That’s happened twice and I barely even use them. We’re talking maybe opening and closing them to put boots in them 20 times. That happened on 2 back to back sets.

I don’t pay the shipping so it’s not a big cost but they’re benefiting overall because where I would normally not spend $200+ on a blanket, I will do it now with them and their warranty. It has effectively gotten me to change where I will shop once I think about who will back up the product.

And the good side effect is that the blankets returned get fixed up and sent to rescues. I am ecstatic to be ale to get that blanket somewhere useful instead of throwing it away.

~Emily

[beowulf]

[QUOTE=vxf111;8355210]
I would feel no qualms returning anything worn and DEFECTIVE even if I had used it for a while. Straps are not supposed to fall off a noseband given normal use. Not on day 1 or year 2… that’s a defect. Soles of boots should not have holes in them within 3 weeks. within 3 years, sure, but not within 3 weeks.

I would not return something worn simply because I changed my mind or for DAMAGE not caused by a defect.[/QUOTE]

Personally, I think (generic you) you need to take into account the life of the product. Personally, I think returning worn boots after 2 years of daily riding use is ridiculous… That’s not a defect - that’s you using the product until it no longer holds value. Now, if you had those same boots sitting in your closet for 2 years and only rode in them a handful of times, that’s different. Shoes do not last a lifetime. I’ve never had a pair of shoes survive more than 2 years with me. . Same goes for bridle/noseband - daily use, cranked up, never cleaned or conditioned? Well of course it’s going to break…

I can’t tell you how many times I’ve seen people return boots that they enjoyed the use out of for over two years, acting “outraged” that the product failed or was defective. Same for blankets – “I can’t believe this blanket lost its waterproofing on season 2 of use” – when I asked them if they waterproofed it each season they just give me a look of consternation. It wasn’t defective - it was used, same as any tool, until it no longer could perform the task asked of it. If you take care of your tools, they will last much longer.

[Dramapony_misty]

[QUOTE=beowulf;8355380]
I can’t tell you how many times I’ve seen people return boots that they enjoyed the use out of for over two years, acting “outraged” that the product failed or was defective. Same for blankets – “I can’t believe this blanket lost its waterproofing on season 2 of use” – when I asked them if they waterproofed it each season they just give me a look of consternation. It wasn’t defective - it was used, same as any tool, until it no longer could perform the task asked of it. If you take care of your tools, they will last much longer.[/QUOTE]

I agree! My husband is a big kid and rough on clothes. He put holes in the knees of his LL Bean jeans in about a year. I technically could send them back to LL Bean for a new pair but I know he is rough on clothes and the holes are NOT a defect in the product. Those same jeans would have lasted me decades (I DO have a pair of Tommy Hilfiger jeans that I bought in college…I am coming up on my 10 year college reunion next year…that JUST got a large hole in them where a wrinkle finally wore through in the thigh).

I have fairly cheap 600D turnouts for a herd of 3 boys who like to play tug o war with each other. They are waterproofed every year and are only now starting to look like they need to be replaced after about 6 or 7 years of use.

[AmmyByNature]

[QUOTE=beowulf;8355380]
Same goes for bridle/noseband - daily use, cranked up, never cleaned or conditioned? Well of course it’s going to break… [/QUOTE]

There’s a lot of grey area and it would be ideal if stores had the time to take things on a case by case basis.

My bridles last years and years and years. My favorite (and newest) one was purchased in 2003. If I spend $700 on an Edgewood you’d better believe that it should last more than 2 years. A $50 bridle, maybe not. Quality boots should require resoling, maybe, after two years, but I don’t believe that they should be destroyed by then.

I can only assume that the markup on everything is so high that it’s cheaper for them to accept everything than it would be for them to employ someone to make judgement calls about what should and should not be accepted…

FWIW, I think I’ve decided to take my item back. I’m planning on crediting it toward a different model that isn’t on clearance, and therefore is more expensive, so they’ll get some more money from me at least…

[vxf111]

I am not sure it’s reasonable to expect a customer to re-waterproof a turnout EVERY year. I’ve never had to do that with Rambos. Eventually, yes. But not yearly if they are properly cared for and washed.

Similarly, I expect quality leatherwork to last for years if cared for. Boots and bridles included. Of course the customer has to use/care for it properly and not OVER use it–but I have decade old boots and bridles. Unless you’re talking $30 cheapies or crazy-soft calf leather, quality leather items SHOULD last years. That’s one reason to buy leather.

[beowulf]

[QUOTE=vxf111;8355636]
I am not sure it’s reasonable to expect a customer to re-waterproof a turnout EVERY year. I’ve never had to do that with Rambos. Eventually, yes. But not yearly if they are properly cared for and washed.

Similarly, I expect quality leatherwork to last for years if cared for. Boots and bridles included. Of course the customer has to use/care for it properly and not OVER use it–but I have decade old boots and bridles. Unless you’re talking $30 cheapies or crazy-soft calf leather, quality leather items SHOULD last years. That’s one reason to buy leather.[/QUOTE]

IIRC almost every blanket company suggests re-waterproofing your blanket yearly. As well as cleaning it.

[vxf111]

Rambo doesn’t. They have a 3 year waterproof guarantee

[IFG]

As for my Ariat tall boots, they had been really lightly worn as I was a weekly lesson student at that point. In fact, I did not wear them at all for 6 months during the cold weather. They were one month out of warranty when the tops began coming apart. I thought that it showed a defect in construction, and Dover agreed. Yeah for Dover for standing behind their policy. I took them into the Wellesley area store to ask for help with Ariat, and they offered to take them back.

[beowulf]

[QUOTE=vxf111;8355661]
Rambo doesn’t. They have a 3 year waterproof guarantee[/QUOTE]

Rambo has the warranty but they do suggest rewaterproofing as well - I’ve spoken to a few Rambo/Horseware vendors over the years.

[vxf111]

[QUOTE=beowulf;8355687]
Rambo has the warranty but they do suggest rewaterproofing as well - I’ve spoken to a few Rambo/Horseware vendors over the years.[/QUOTE]

I’ve got a brand new turnout sheet in front of me now with all the packaging. No mention whatsoever of yearly waterproofing?

[One_Two_Three]

I have used Dover’s return policy after following the advice of a fellow COTHER. The first incident was me buying a halter and not paying attention to the fact that the metal fittings were nickel instead of brass. I had the halter less than a week and it had pitting rust spots all over the metalwork. I was mad, because I had spent SO much in shipping, and now the halter was trashed in under a week.

Came on here and was enlightened by their return policy. Sent back the halter and swapped it for a leather halter with brass fittings. It was a no hassle, no questions asked policy which is really nice when used properly. It makes paying the insane shipping charges worth it, and sometimes paying a premium for the item versus other places. I’ll be the first to admit that I still don’t use them often, because I can’t always justify buying items at a higher cost with insane shipping, when I’m familiar with the item and have had no prior issues with it failing before it’s “time”.

FWIW on the moral front: The halter I got as a replacement broke three weeks later when my horse ran backwards and broke the leather. Part of me wanted to send it back for another, but I felt too bad–it was the horse’s fault. I had just taken FOREVER to attach the halter plate…and I was just over it. Slightly regret it as here I am months later still using an ugly nylon halter…but still.