I feel like I’m the only person going to say this, but oh well…
I LOVE Dover Saddlery and have always had a fantastic experience with their customer service and returns policy.
There. I am done now. You may all continue with your bickering and Dover hating 
I was perfectly happy with Dover, and had gotten LOTS of stuff there over the years until a little while ago. I had some bad customer service, where two customer service people told me my package was shipped before it even hit embroidery.
It was annoying to not get a straight answer, and it didn’t really give me faith that they were their supporting me as a customer. It was a present for someone, and they didn’t get it until later and it would have been fine, except I didn’t find out that the product wasn’t shipping until it was too late to grab them a small, here is a gift in the meantime gift. Just really frustrating all over.
I can get pretty much the same stuff for the same price or cheaper elsewhere, and those are places that have tried to help me with customer service. I will be shopping elsewhere from now on.
[QUOTE=AppyGoLucky;5504531]
I feel like I’m the only person going to say this, but oh well…
I LOVE Dover Saddlery and have always had a fantastic experience with their customer service and returns policy.
There. I am done now. You may all continue with your bickering and Dover hating :D[/QUOTE]
Me too Appy, me too.
Now when these Dover hating threads pop up, I just get my popcorn & read. Some valid points are made, but most of the worst stories I’m reading, don’t involve requesting a supervisor.
I’ve had to do it, when I didn’t feel I was being helped. I ask for a supervisor, I don’t yell… just a “Can you connect me to your supervisor please” Voila
Even when it’s been my own stupid fault. (without my glasses, O/S does look like C/S)
NEVER had a problem getting something fixed or at least addressed.
ps Totally Love Dover and SmartPak and Tractor Supply, and Valley Vet… I shop around, but if it’s something I’m not sure I’ll like, I ALWAYS get it from Dover. If it doesn’t work out after a few weeks I can send it back. No so with boots I got from SmartPak.
Dover has always been great with me…just MHO
So, the “solution” that Dover for its high shipping costs is to get a Dover credit card? I don’t consider that much of a solution!
I have the card and found the “solution” ridiculous too. Surely after seeing all the gazillion shipping cost complaints, Dover could come up with a better response. Instead of talking around the complaints, how about giving a us a straight answer as to why they won’t change? Are they legal issues or just plain apathy?
Nope. I’m not interested in getting a credit card so I can save a few bucks on shipping… I can save money elsewhere without having to do that!!
So, you think it is fair to give crappy service until a customer gets frustrated enough to ask for a supervisor?
I think it would be great for Dover (or Smartpak) to do something like “Amazon Prime”, where you pay a yearly “membership fee” and get discounted 3-day shipping and other goodies.
Of course, as my hubby frequently points out, the horse world is the only remaining industry where people write actual paper checks for everything, so I’d not be holding my breath.
[QUOTE=wanderlust;5506413]
I think it would be great for Dover (or Smartpak) to do something like “Amazon Prime”, where you pay a yearly “membership fee” and get discounted 3-day shipping and other goodies.
Of course, as my hubby frequently points out, the horse world is the only remaining industry where people write actual paper checks for everything, so I’d not be holding my breath.[/QUOTE]
As I reviewed the checks I have written recently, it was board, trainer - lessons & coaching fees, farrier, vet, repeat.
haha. you hubby is right.
[QUOTE=Oldenburg99;5506459]
As I reviewed the checks I have written recently, it was board, trainer - lessons & coaching fees, farrier, vet, repeat.
haha. you hubby is right.[/QUOTE]
Same!! hahaha.:lol:
I’ve never gotten crappy service from Dover. I have from SmartPak. YMMV.
It’s not that it’s acceptable, but sometime CSR’s are just not at their best. I’ve had uniformly good service from Dover but if I met up with a crabby CSR, I doubt I’d let that one encounter end my relationship with Dover.
Just like any other big outfit (Macy’s, Home Depot etc.) there are going to be bad apples who don’t offer great service. Having worked in customer service in retail and banking I will attest that not everyone is cut out for waiting on customers, but not every customer is exactly a gem either. If you get poor service, alert a supervisor. If possible, follow up in writing. With luck, over time if a pattern develops the person will be let go. Part of the issue is that firing someone can be a nightmare and having written documentation helps.
[QUOTE=cxt;5504253]
Janet,
Any thoughts for your canadian customers? The Dover Visa is not going to help me. The last time I placed an order I was told the only shipping option would be FedEx Air, which was going to cost over $100 - I don’t remember exactly how much. With my own detective skills, I figured out that FedEx ground to the same location would likely cost around $20 but I was told that wasn’t an option, and that the price difference was mainly brokerage, which was included in Air but not ground. When my package arrived, Lo and behold, a $35 brokerage charge was waiting for me.
Is there any chance that your shipping policies might be altered to allow ground shipping? I realize it isn’t as fast, but when I wait months for your sale catalogue, another 2 weeks really won’t kill me 
The most common explanation I’ve gotten is that you have had too much trouble with usps (which i have used for many other stores shipping from the us and have never had an issue myself…) but if that is a problem, wouldn’t FedEx still be reliable with their much more affordable ground shipping?[/QUOTE]
We do not ship to Canada via the post office as unfortunately in the past too many packages were lost and a claim cannot be made for 180 days which led to a lot of frustration. We use FedEx Air for shipments to Canada as it has proven to offer the most reliable consistent service without any worries about when will the package arrive and what additional fees will be added (as is the case with ground) The fees you were charged were for tax and duty and unfortunately these have to paid regardless of shipping method.
Dover Fan
I love Dover, too…
I’ve had great service,
great experiences making returns or exchanges,
and helpful, friendly conversations with the CSR’s.
I have the Dover credit card – was a little bummed
when the first one was canceled and I had to reapply,
but to me it’s worth the savings.
I don’t have time to shop around much…
in fact, I’m surprised I’m taking time to chime in on this
discussion
[QUOTE=Hawkeye_horses;5507409]
I love Dover, too…
I’ve had great service,
great experiences making returns or exchanges,
and helpful, friendly conversations with the CSR’s.
I have the Dover credit card – was a little bummed
when the first one was canceled and I had to reapply,
but to me it’s worth the savings.
I don’t have time to shop around much…
in fact, I’m surprised I’m taking time to chime in on this
discussion :)[/QUOTE]
On behalf of the Dover CSR’s thank you so much for this posting. We really appreciate you taking the time to say how pleased you are with the Dover Saddlery customer service and with the new Dover Visa card.
I have received great customer service from Dover for many years. I LOVE the sale catalogs, and, coming from a background in customer service, completely understand that the sale catalogs are “special” and not normal pricing.
Can’t say as I have been bothered by the shipping prices either shrug
To each their own I suppose.
I for one am very happy w/ Dover. I have always been treated w/ courtesy. I would much rather pay their shipping and receive good customer service from them rather than go to my local English tack shop where I am met w/ substandard customer courtesy by a bunch of snobs who act like they could care less about you.
Just a week ago I went in to buy some Ariat boots and was asking about what they would do if my boots turned out defective. They said I would have to go through Ariat and probably pay a fee. Years ago I had a problem w/ a pair of Ariats. I called Dovers and they told me to send in the boots. I then promptly received a new pair. When I ordered my latest boots, Dovers reassured me if something was wrong w/ my boots, they would take care of it.
So is the shipping expensive? Yes, but they are nice and stand behind their product. I will pay extra and shop from them on the matter of principle and intelligence.
For Canadians, get a friend on this side. I have a Canadian friend, he ships things to my house and then I kick it over the border. Costs me nickles to do that compared to what he’d have to pay. And I don’t feel bad indicating “gift” on the customs form, because it’s something he paid for, and as a gift, I’m saving his wallet the shipping.
I have had good service with most of the main tack places. I did get a little peeved that Adams took about three weeks to send me something small, and I have a Butet pad from Beval.com that STILL hasn’t shown up, and I’ve called twice and been assured it would be here in a week. I ordered it in the middle of February, and won’t be ordering from them again, sale or no sale :no:. I’ve never actually had to return anything to Dover, but have with Smartpak and it went off without a hitch. Ditto Horseloverz.
I pull up several tabs of the main sites I use (Smartpak, Dover, etc), get everything into the shopping carts, and before hitting submit, see which is less. That’s the one I order from, that time.
[QUOTE=RugBug;5506892]
I’ve never gotten crappy service from Dover. I have from SmartPak. YMMV.[/QUOTE]
Me either RugBug
[QUOTE=Linny;5507193]It’s not that it’s acceptable, but sometime CSR’s are just not at their best. I’ve had uniformly good service from Dover but if I met up with a crabby CSR, I doubt I’d let that one encounter end my relationship with Dover.
Just like any other big outfit (Macy’s, Home Depot etc.) there are going to be bad apples who don’t offer great service. Having worked in customer service in retail and banking I will attest that not everyone is cut out for waiting on customers, but not every customer is exactly a gem either. If you get poor service, alert a supervisor. If possible, follow up in writing. With luck, over time if a pattern develops the person will be let go. Part of the issue is that firing someone can be a nightmare and having written documentation helps.[/QUOTE]
^ Thanks Linny… that’s exactly what was rattling around in the attic, but couldn’t quite make it down the stairs.
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