Dover saddlery in trouble?

[staceymc]

@beowulf

We’re saying the same thing.

Honestly, there’s a lot of things I won’t defend about Dover but this isn’t one of them. For those that feel so strongly that “Dover is the only one that does this!!” – this is SOP for just about every major retailing chain from grocery stores to clothing stores. It is not the retailer’s responsibility to give you the discounted price if you don’t have the coupon/code. It’s the buyer’s responsibility to be a savvy buyer and look for discounts.

Just about every grocery store I know has a coupon book right at the front of the store – but if you don’t have the coupon code with you, you don’t get the sale price and it’s not automatically discounted when the cashier swipes your item. It’s the exact same thing Dover does and I have never seen anyone complain about grocery stores the way they do about Dover.

Not even close. VXF111 got it exactly right. I get what you’re saying about a grocery store having a coupon book and if you don’t have the coupon, then you pay full price ($x) for your 1lb box of plain Cheerios. If you do not have the coupon, you pay $y for your 1lb box of plain Cheerios.

The Dover equivalent would be to sell 1lb box of plain Cheerios for $x list price. Then have a catalog. And within that catalog I have the SAME 1LB BOX OF PLAIN CHEERIOS at $y, $z, $x, $s, and maybe even $t depending on which page I look. So I have to scour the entire catalog, each flipping page of it, to ensure I happen to stumble upon the random page where my 1lb box of plain Cheerios is the cheapest price. It’s not a matter of having the coupon or not and then paying list price. I have no problem with that.

I have a problem with being forced to go on a scavenger hunt to find the best price on the SAME ITEM. It’s not a different size, color or option class. Same exact item. Listed multiple times. At different prices. In the same catalog. Who the HELL thought that was a good way to do business???

[Limerick2017]

Since this is a thread on Dover and original question seems to be answered, I would like to ask something. Does it matter to you if your local Dover requires employees to wear masks and remain six feet away where possible?

[Atlas_Shrugged]

I get my orders in timely manner, but I have to say I am nearly always unimpressed with their brick and mortar store employees. The seem disinterested in helping and can be a bit rude, IMO

[Fellbutbackup]

@trubandloki

If you did not (or do not, how knows) flip thru ever page of every paper catalog then you are not likely getting the best price online. Again, that is how it used to be.
Like it was said above, you can call and ask to get the best price…which is just a weird way of doing business.

I hear you. But the sales without a catalog are usually good enough to be the best around already anyway. If not then smartpak/riding warehouse. No hard feelings.

I am a millennial. There is no way I am using a paper catalog, lol.

[Fellbutbackup]

@Atlas Shrugged

I get my orders in timely manner, but I have to say I am nearly always unimpressed with their brick and mortar store employees. The seem disinterested in helping and can be a bit rude, IMO

I actually disagree with this. I think they aren’t the most informed, sometimes to the point of potential detriment (such as when they said feet getting caught in stirrups was not a big concern, so safety stirrups not needed). But, from my several experiences there in separate states, the employees have all been pleasant.

Just as good as the Smartpak employees in MA.

I agree that Dover is somewhat lacking in the chat compared to Smartpak. But Smartpak is sometimes over the top. I cannot help feeling a bit played by Smartpak, especially when they ask about my horse every time I open a chat because I have auto ship supplements with his name on them. So cheesy but it works.

If you want really hands on helpful employees, a local tack store is probably best.

[Altag]

@beowulf

The above tactic being totally moot if you call or chat with a CSR – they’ll find the best price for you if you ask. :yes:

REALLY?!?! You’re lucky that you had that experience!! Was it for both online orders AND in the store for you?

I don’t actually recall what the situation was with online orders (since I’d be able to pull out the catalog easily at home), but it certainly was NOT the case in the retail store. You absolutely MUST HAVE IN HAND the catalog with the cheaper price.

Soooo many times, I’d drive an hour to Dover and discover that I’d left the CORRECT catalog at home and therefore could NOT get the best sale price, usually when it was an unplanned trip or I was coming from the barn instead of home. No catalog, no sale price. I get that the clerk had to have the correct code to enter, but, they generally either were not authorized to give customers the sale price unless you could produce the catalog, or maybe they simply did not have copies of the various sale in the store (?!?!! no clue why not!), so you absolutely had to have the catalog with you. The retail store is an advantage over online orders to avoid the shipping charge, as well as the benefit of being able to compare products in person before purchase or pick up the thrush treatment that day without waiting on shipping.

I took to putting every incoming catalog in my tack bag that I take to the barn with me so I’d have it in case I decided I needed something and took a detour to the tack shop. I would forget it in the car often enough (and have to run out to the car while the cashier was ringing me up) that I got in the habit of carrying a couple in with me as I went into the store. It also meant always having two or more Dover catalogs since there were various items on sale at the same time that overlapped – brand X of breeches were on sale from May 12-June 10, while brand Y of breeches was on sale between May 22 and June 30, oh, and paddock boots were on sale May 20 to July 8. I suppose they were trying to get more store visits, rather than the oh well, missed the sale, never mind making the detour to Dover response.

Plus, as others mentioned, the various sales meant getting a new catalog approximately every ten days. But at least those catalogs were worth going through! Once Dover switched over to the format of five items per page, moody lighting and artsy shots with little product detail, the catalogs went straight into the recycling bin. :lol: Nowadays, without the barrage of catalogs, I don’t bother perusing the online site unless I actually NEED something, so I’ve saved a LOT of money in recent years without those tempting, but annoying, catalogs! :yes::lol:

I do like having a Dover store in driving distance, and have ordered from them many times online, but…sheeeesh! Those catalog sales tactics were pretty counter-productive, IMHO. It seemed to be a struggle to NOT get taken advantage of, and you were never sure if you’d just spent $300 bucks, only to have missed out on a 10% off sale for $100 bucks’ worth of the order because you didn’t notice it in the catalog you left at home, and another $80 bucks’ worth would be on sale at 15% off in the catalog arriving tomorrow (of course!).

[Fellbutbackup]

@Altag

REALLY?!?! You’re lucky that you had that experience!! Was it for both online orders AND in the store for you?

I don’t actually recall what the situation was with online orders (since I’d be able to pull out the catalog easily at home), but it certainly was NOT the case in the retail store. You absolutely MUST HAVE IN HAND the catalog with the cheaper price.

Soooo many times, I’d drive an hour to Dover and discover that I’d left the CORRECT catalog at home and therefore could NOT get the best sale price, usually when it was an unplanned trip or I was coming from the barn instead of home. No catalog, no sale price. I get that the clerk had to have the correct code to enter, but, they generally either were not authorized to give customers the sale price unless you could produce the catalog, or maybe they simply did not have copies of the various sale in the store (?!?!! no clue why not!), so you absolutely had to have the catalog with you. The retail store is an advantage over online orders to avoid the shipping charge, as well as the benefit of being able to compare products in person before purchase or pick up the thrush treatment that day without waiting on shipping.

I took to putting every incoming catalog in my tack bag that I take to the barn with me so I’d have it in case I decided I needed something and took a detour to the tack shop. I would forget it in the car often enough (and have to run out to the car while the cashier was ringing me up) that I got in the habit of carrying a couple in with me as I went into the store. It also meant always having two or more Dover catalogs since there were various items on sale at the same time that overlapped – brand X of breeches were on sale from May 12-June 10, while brand Y of breeches was on sale between May 22 and June 30, oh, and paddock boots were on sale May 20 to July 8. I suppose they were trying to get more store visits, rather than the oh well, missed the sale, never mind making the detour to Dover response.

Plus, as others mentioned, the various sales meant getting a new catalog approximately every ten days. But at least those catalogs were worth going through! Once Dover switched over to the format of five items per page, moody lighting and artsy shots with little product detail, the catalogs went straight into the recycling bin. :lol: Nowadays, without the barrage of catalogs, I don’t bother perusing the online site unless I actually NEED something, so I’ve saved a LOT of money in recent years without those tempting, but annoying, catalogs! :yes::lol:

I do like having a Dover store in driving distance, and have ordered from them many times online, but…sheeeesh! Those catalog sales tactics were pretty counter-productive, IMHO. It seemed to be a struggle to NOT get taken advantage of, and you were never sure if you’d just spent $300 bucks, only to have missed out on a 10% off sale for $100 bucks’ worth of the order because you didn’t notice it in the catalog you left at home, and another $80 bucks’ worth would be on sale at 15% off in the catalog arriving tomorrow (of course!).

I remember that. Those tactics worked for Dover until Smartpak came out. Lol.

[MLMcFaddenJD]

Well I understand there is the COVID thing and all, but I sent a return in on April 15, and have yet to receive a refund, despite several “chats” with them. Now I did ship from the West Coast, but I put the breeches back in the mail the day they arrived. I don’t understand what hybrid shipping return dance they have, but I put them in the mail, and then weeks later they appear to have been picked up by FedEx at my post office two WEEKS after I dropped them off. No more doing business with Dover on any items I might have to return. Smartpak was responsive on a return, Dover really hasn’t tried. A friend out here is having the same problem. I’ll only buy west coast for the foreseeable future.

[Fellbutbackup]

@MLMcFaddenJD

Well I understand there is the COVID thing and all, but I sent a return in on April 15, and have yet to receive a refund, despite several “chats” with them. Now I did ship from the West Coast, but I put the breeches back in the mail the day they arrived. I don’t understand what hybrid shipping return dance they have, but I put them in the mail, and then weeks later they appear to have been picked up by FedEx at my post office two WEEKS after I dropped them off. No more doing business with Dover on any items I might have to return. Smartpak was responsive on a return, Dover really hasn’t tried. A friend out here is having the same problem. I’ll only buy west coast for the foreseeable future.

Dover is a mess right now in that regard, yes. I also have some returns going in. so hopefully they are better about it. Have you considered disputing with your credit card company?

[Tackpud]

Lexington, VA store is closing - or not reopening after the shut down. From their FB page:

“Unfortunately, the Lexington location, closed because of COVID-19, will not be re-opened. This was not an easy decision. After evaluating the effects of the COVID-19 mandates that remain in place, and the temporary closure of the Lexington Horse park, maintaining the Lexington location has become nonviable. We value our customers and our team of employees among all else, and appreciate the relationships you have formed while we have serviced your needs over the years. We are working on offering the Lexington team alternate employment in other parts of the company. While the store was closed for several weeks, we do regret lack of notice about its permanent closure as the final decision was made just days prior and the store needed to be vacated before the end of the month. We hope you will continue to shop our collection at our website and, as always, enjoy the ride!”

[Janet]

We value our customers and our team of employees among all else,…,

Doublespeak. They want you to think they said “above all else”, as that is a common figure of speech.
But “among all else” means “no more than anything else”.

[Room_for_a_Pony]

There is a Dover brick and mortar less than a mile from our barn. I know several people who work or have worked there. This particular store is a revolving door of sales employees who know very little, and if they do know about the inventory or riding they are not long for that job. All work part time and spend most of their time literally rearranging the merchandise. Some things are handled only by the manager, who gets around to it when she feels like it. Their computer system is a dinosaur. Just not a happy place. An independent tack shop a little further away has the same prices on staples and necessities. Another area independent tack shop is in the process of going out of business. I have done far more business with tack shops/trailers at shows recently.

[marley]

@LMcCauley

Actually, the Horseware RAMBO range is made in Ireland.

[marley]

It’s my understanding that the Rambo range is not in fact still made in Ireland.

[marley]

There’s an awful log of posts in this thread about what Dover USED to do, most of which they DON’T do anymore. And let me tell you, if you think it was confusing to understand the different sales and catalogue prices as a customer, you have no idea how frustrating it was for the in-store employees. I worked for Dover for many years and managed two locations—the abuse we took because our hands were tied was brutal. I applaud the company for working to improve their systems and procedures. Making the changes was incredibly complicated—impossible for anyone not involved to really understand.

[CanteringCarrot]

Back in the day, I used to shop at Dover in Plaistow, NH and found it to be a nice store. No issues.

However, recently (online) I had an experience/interaction with Dover that has led me to not shop with them again. Bummer as there are some specific American products that I like and miss while living overseas, but I won’t give them another dime.

[Fellbutbackup]

So Dover returns are backed up probably at least a month. Returned something that arrived there three weeks ago based on tracking. Still no refund or any sign of receipt. Neither chat nor emails are helpful. Probably best to return to store right now.

They also sent me a dirty saddle pad. And a few items without tags. Disappointed. But probably covid related.

[trubandloki]

@Fellbutbackup

They also sent me a dirty saddle pad. And a few items without tags. Disappointed. But probably covid related.

:eek:

Covid related only because they must have gotten in some staff that lacked even the most basic common sense.
A dirty saddle pad? That is beyond ridiculous.

[vxf111]

@trubandloki

:eek:

Covid related only because they must have gotten in some staff that lacked even the most basic common sense.
A dirty saddle pad? That is beyond ridiculous.

Sending used/dirty items? How on earth did they let THAT get out the door. That’s bizarre.

[Bunker]

@add leg

I had an incredibly WEIRD experience with Dover recently.
Bought a Rambo flysheet off eBay for $130 (retail is $200, didn’t see online any less than $175 anywhere) - seller was some randomly named account, with 1 or 0 feedback, but I figured, eh, PayPal, whatever. Confirmed, paid, okay. Next day an e-mail from eBay saying they closed the seller’s acct due to suspiscious activity or something, but I could file a claim. Annoyed, but okay, I’ll do it later.

Fast forward three days, the fly sheet shows up - in FULL Dover branded packaging. With a Dover receipt. For $220. I went back and checked my account, nope, paid $130. Receipt has my name, address, etc.

I have no earthly idea what happened, but the flysheet fits my horse and I’ve moved on except for my total puzzlement.

I just experienced the exact same thing. Bought a Rambo fly sheet for a great price. Received a Dover package today with a receipt for retail amount. So weird.