Dover Saddlery

[horsegal301]

Dover may have more expensive shipping, but they have a 100% guarantee of customer service. My mom bought a sheet for my pony and it had rips in it after 3-4 days of wear, despite my mom having the sheet for a couple weeks ahead of time, I posted the picture on dover’s facebook, they told me to call customer service so the sheet could be refunded or exchanged. They do this A LOT and they make sure their customers are happy.

Consider that someone has to pay for shipping and the boxes they’re shipped in.

I will also chime in that I love how they do Tuesday Trivias and Fun Fact Fridays and actually get in touch with their customer base and make sure people are happy and respond directly to a lot of the posts. I did just get a pair of Free Royal Rider stirrups because of one of the contests, and after not getting an email from the person I was supposed to contact after a day or two, I posted on their facebook and they said they’d make sure she received the email - I heard an hour later back from her that she was sending the stirrups out.

The shipping is eh, but they are completely reliable with their customer service, if you’re not happy with a product, let them know and they’ll do their best to fix it.

[Fashion_Police]

[QUOTE=The Crone of Cottonmouth County;5516130]
I recently spent 20 minutes back-and-forthing between the Dover and SmartPak websites, trying to figure out the best deal on a pair of those bizarro new tennis-shoe-lookin’ Ariat tall boots (who can resist a boot with “intake vents”?). The retail price was the same at both stores, but SmartPak’s shipping was $7.95, while Dover wanted a whopping $25.95. Yipes! On items where all other variables are equal, I’ll enjoy the cheap SmartPak shipping while it lasts.

On a purely aesthetic note: compared to the SmartPak website, Dover is slow, unattractive, and outdated.[/QUOTE]

Good luck with the Ariats, I love them, but their zipper reputation isn’t exactly unblemished. If you buy them from Dover, you can call them up and have them send you a new pair of boots and a free return shipping label - rush, if you need it. Good luck getting that kind of service from Smartpak. I’m not sure I’d be willing to pay that much more for most items, but zippered boots or horse blankets (which are usually less expensive at Dove anyway) top my “only buy at Dover” list.
Agree with you completely about their website.

[amastrike]

[QUOTE=horsegal301;5516415]
Dover may have more expensive shipping, but they have a 100% guarantee of customer service. My mom bought a sheet for my pony and it had rips in it after 3-4 days of wear, despite my mom having the sheet for a couple weeks ahead of time, I posted the picture on dover’s facebook, they told me to call customer service so the sheet could be refunded or exchanged. They do this A LOT and they make sure their customers are happy.[/QUOTE]

SmartPak has them beat. I posted on SP’s wall about a problem, and they called me to fix the problem.

[mg]

[QUOTE=horsegal301;5516415]
Dover may have more expensive shipping, but they have a 100% guarantee of customer service.[/QUOTE]

So does SmartPak And with $7.95 flat rate shipping (no additional ship charges either on large items like tack trunks or saddles!) or free shipping if you have >$40 of Smartpaks.

[Fashion_Police]

[QUOTE=amastrike;5516490]
SmartPak has them beat. I posted on SP’s wall about a problem, and they called me to fix the problem.[/QUOTE]

Well they aren’t very responsive when your two month old turnout’s lining falls apart at the seams.
Or they forget - for three months straight - that you’re supposed to be paying “barn buddies” shipping rates.
But you may have hit on the answer to getting great customer service - post a complaint on their wall!! Great idea, and maybe worth trying with Dover about their shipping prices!

[Sonoma_City]

I can’t help myself anymore, after following this thread, I think Mick Jagger says it best: http://www.youtube.com/watch?v=wxkdmL3iMCY

[RugBug]

@mg;5516507

[quote=horsegal301;5516415]Dover may have more expensive shipping, but they have a 100% guarantee of customer service.

So does SmartPak And with $7.95 flat rate shipping (no additional ship charges either on large items like tack trunks or saddles!) or free shipping if you have >$40 of Smartpaks.
[/quote]

SmartPak does not have 100% satisfaction guarantee. They basically told me “too bad.” Very similar situation with Dover and they replaced the item at no cost to me.

My experiences with Dover make me want to continue using them. My experiences with SmartPak make me want to only use them when necessary.

[trubandloki]

@RugBug;5517392

SmartPak does not have 100% satisfaction guarantee.

They do now.

http://www.smartpakequine.com/custcare_returns.aspx

[wanderlust]

[QUOTE=trubandloki;5518044]
They do now.

http://www.smartpakequine.com/custcare_returns.aspx[/QUOTE] Nice! And a price match guarantee!

[Renn_aissance]

For what it’s worth: I do not order online from Dover because of the shipping prices. Despite several catalogue requests I do not receive them at my address; I also have called on several occasions and specifically asked to receive the Elite catalogue and do not. I do have a nearby store but they are often out of the item I want in the size I need- this is nothing against the store- and it takes a week to get items shipped in- again, I can see this happening, so no fault to the store here, the people there are great.

If I want a specific item in a relatively short period of time I go to another local saddlery or order from another of the myriad online retailers that don’t require my firstborn child for shipping.

Lately this has been happening more often than not. I used to be a frequent Dover customer. Not so much anymore.

Edited to add: ditto ditto ditto on the unwieldiness and unattractiveness of the website.

[pds]

@wanderlust;5518582

Nice! And a price match guarantee!

I loves Smartpak!

[KBC]

[QUOTE=sansibar;5513317]
I am sorry but isnt that what trackable numbers are for or insurance? I have shipped many items USPS and UPS from the USA and they have all been received within a week. Each time I have been charged $8-20, to ship a saddle it cost $100. I am currently waiting on a package from the USPS. Also the Fedex air charging $100 is insane I shipped many items from england and was charged less than $20 to ship it airmail and it was received within 5 days. Explain how it is cheaper to ship from England than the USA?

Believe me if smartpak shipped to Canada they would have line ups of customers. And if dover shipped to Canada affordably they would see similar results.[/QUOTE]

Another Canadian who has had no issues with USPS.

I also second the thought that introducing affordable shipping to Canada would be beneficial to mail order companies, as well as us Canadian customers.

[The_Crone_of_Cottonmouth_Count]

[QUOTE=Fashion Police;5516527]
Well they aren’t very responsive when your two month old turnout’s lining falls apart at the seams.
Or they forget - for three months straight - that you’re supposed to be paying “barn buddies” shipping rates.
But you may have hit on the answer to getting great customer service - post a complaint on their wall!! Great idea, and maybe worth trying with Dover about their shipping prices![/QUOTE]

I unintentionally got SmartPak’s attention by reviewing – at their request – a pair of breeches I’d bought. Ordinarily I don’t provide free content for corporate websites, but the breeches had an odd fit, so I panned them. Months later I got an unsolicited email from customer service saying how sorry they were that the pants didn’t work out and here’s a $5 credit. Well, that’s nice. We’ll see if the credit actually does get applied on my next purchase.

[pompeiii]

[QUOTE=The Crone of Cottonmouth County;5519127]
I unintentionally got SmartPak’s attention by reviewing – at their request – a pair of breeches I’d bought. Ordinarily I don’t provide free content for corporate websites, but the breeches had an odd fit, so I panned them. Months later I got an unsolicited email from customer service saying how sorry they were that the pants didn’t work out and here’s a $5 credit. Well, that’s nice. We’ll see if the credit actually does get applied on my next purchase.[/QUOTE]

This happened to me with SmartPak as well when I left a negative review for a blanket liner that ripped at the buckle after 36 hours of use… I had contacted their customer service rep prior with no resolution (but, the item was on clearence (discontinued color) and as a result about 90% off when purchased and no longer available), but I was pleased to get the email about my credit following the negative review (I did managed to repair the item and it works nicely now). Credit was applied to my next purchase.

[ShaSamour]

I have to say, SmartPak has been great as I’ve been going thru my search for new boots.

• Ordered a pair of DeNiro’s, size 38/x-slim calf/regular height: calf perfect but foot way too big, despite the fact that I know a 38 is my European size. Exchanged them, even tho they were special order, no question for
• DeNiro’s, size 37/slim calf/regular height: foot slightly too small, calf perfect but slightly too short. Exchanged no question for
• TredStep DaVinci’s, due to receive next week.

Dover, on the other hand, made it clear that if I ordered a pair of Sergio Grassos that they WERE NOT returnable because they were a custom item. And that was at the store. If they had them on-hand in another store in my size, I could try them on at the store, no obligation. But if they had to be ordered, I had to take them. I was not going to spend $900 and potentially end up with boots that didn’t fit and couldn’t be returned.

[pds]

Dover Saddlery Inc. Reports Operating Results

Highlight of Business Operations:

Excellent Customer Service: The company-wide focus on exceptional customer service is integral to our success. We promote a culture of prompt, knowledgeable and courteous service and strive for a consistent customer experience across both order channels. Over 90% of our customer service and sales representatives are horse enthusiasts. Additionally, our representatives receive ongoing product training from merchandise suppliers and internal product specialists. We also have a policy of offering customers a 100% satisfaction guarantee. We believe that our well-trained, knowledgeable staff and our historical ability to fill approximately 95% of the items ordered within an average of 1.6 business days in 2010 from our in-stock inventory are some of the reasons why we have had historically low return rates and high repeat customer rates.

According to American Sports Data, over 5.6% of the U.S. population, or 16.8 million people, ride horses with an average of 21.7 participating days per year, which exceeds participation in other popular outdoor sports, such as downhill skiing at 4.6% and 6.3 days and mountain biking at 2% and 18.1 days. There are many indicators that point to the continued growth of the equestrian products industry. A study by NFO Research indicated that 10% of U.S. households are involved in riding, an additional 5% were involved at one time and 18% would like to become involved. There has also been an increase in nationally televised programming of equestrian sports. NBC now broadcasts the International 3-day event from Lexington, KY (called Rolex) each year and in 2010, showed over 16 hours of events from the World Equestrian Games. The World Equestrian Games were held for the first time in the United States in September 2010.

Based on research of other similar multi-channel concepts, we believe that, when mature, the natural channel balance of a multi-channel retailer tends to stabilize with 60% to 80% of the sales coming from the retail market channel. This retail purchasing preference on the part of consumers is even more pronounced in the equestrian industry. Research by Frank N. Magid Associates, Inc. indicates that 80% of tack customers shop at retail stores. Since we currently have just under 33.3% of our total revenues coming from retail stores, we believe that there is significant opportunity to develop our multi-channel strategy and pursue our targeted retail store expansion. See “Retail Store Operations and Expansion”

Read the The complete Report

[Janet_Nittmann]

[QUOTE=ShaSamour;5520403]
I have to say, SmartPak has been great as I’ve been going thru my search for new boots.

• Ordered a pair of DeNiro’s, size 38/x-slim calf/regular height: calf perfect but foot way too big, despite the fact that I know a 38 is my European size. Exchanged them, even tho they were special order, no question for
• DeNiro’s, size 37/slim calf/regular height: foot slightly too small, calf perfect but slightly too short. Exchanged no question for
• TredStep DaVinci’s, due to receive next week.

Dover, on the other hand, made it clear that if I ordered a pair of Sergio Grassos that they WERE NOT returnable because they were a custom item. And that was at the store. If they had them on-hand in another store in my size, I could try them on at the store, no obligation. But if they had to be ordered, I had to take them. I was not going to spend $900 and potentially end up with boots that didn’t fit and couldn’t be returned.[/QUOTE]

We apologize if you were misinformed, however you can now return ALL custom items to Dover Saddlery. On our website and in our catalog you will see 100% satisfaction guaranteed, money back any time, any reason. This applies to all items offered by Dover Saddlery. (At one time in the past we did not take back custom items, however this policy was changed some time ago)

[Coreene]

Funny how Janet keeps ignoring the shipping question, except when she pimped the Dover credit card.

[Peggy]

[QUOTE=Coreene;5522003]
Funny how Janet keeps ignoring the shipping question, except when she pimped the Dover credit card.[/QUOTE]Nor has the pricing disparity b/w Dover and Smith been addressed.

[Janet_Nittmann]

[QUOTE=Coreene;5522003]
Funny how Janet keeps ignoring the shipping question, except when she pimped the Dover credit card.[/QUOTE]

Please do not think I am ignoring your comments. We are very aware of the comments about shipping on this forum and we respect all opinions expressed here. Please however be respectful in return -when we provide factual information about how you can get the best shipping rates when shopping at Dover. Many thanks in advance