Janet, how hard is it to actually address the complaints? If you just said “we understand that there is dissatisfaction with our shipping rates; however, we are unable to make changes to the prices at this point in time”, that would be great. Telling people to get the credit card is just side-stepping the issue. We’re not stupid, we see what you’re doing. We’re happy to be respectful if you treat us like we’re not dumb as rocks.
[QUOTE=Peggy;5522051]
Nor has the pricing disparity b/w Dover and Smith been addressed.[/QUOTE]
Pricing in the English equestrian market tends to be higher than the Western equestrian market - all of you who are in business and all who shop in different stores, different regions and different countries will be aware that different markets command different prices.
O. M. G.
So, has anyone else changed their Dover policy from “I only buy there if it’s an incredible deal even with ridiculous shipping or if I can’t find the item I need anywhere else” to “they don’t deserve my business” because of this thread and the Official Dover Responses?
Because I sure have.
I’m amazed at the difference between Dover and SmartPak with these things. Dover skirts the issue and basically says “screw you” when there’s a complaint. SmartPak bends over backwards to fix it and will often offer a (partial) refund. If I didn’t know that SmartPak was too classy for it, I’d think they’d hired Janet to pose as a Dover employee to make them look better.
Wow.
No, I don’t want a credit card just to get a low shipping rate.
Yes, I want a sales catalog with 1 sales price for an item, not 2 or 3 prices where I hope I found the lowest one.
Yes, I want a sales catalog with actual sale prices. Putting the price you normally charge in your regular catalog in red, making it look like a sale, is annoying.
Not going to lie, after reading the Dover rep’s responses, I dislike Dover even more. So glad to have places like SmartPak, Schneider’s, Adam’s Horse Supply, and VTO around…always have had fabulous customer service & good pricing from them.
[QUOTE=amastrike;5522370]
O. M. G.
So, has anyone else changed their Dover policy from “I only buy there if it’s an incredible deal even with ridiculous shipping or if I can’t find the item I need anywhere else” to “they don’t deserve my business” because of this thread and the Official Dover Responses?
Because I sure have.
I’m amazed at the difference between Dover and SmartPak with these things. Dover skirts the issue and basically says “screw you” when there’s a complaint. SmartPak bends over backwards to fix it and will often offer a (partial) refund. If I didn’t know that SmartPak was too classy for it, I’d think they’d hired Janet to pose as a Dover employee to make them look better.[/QUOTE]
I am very sorry if we have disappointed you in anyway. I have just sent you a private message so we can assist you further through a direct dialogue.
Nope. But I sure am surprised that a lot of people on this thread can’t figure out the answers without someone directly telling them so.
I have to laugh because other people who end up answering for a company have seen that they often do more harm than good. Who wants to end up in that boat? Poor JanetNittman is trying to answer you in a way that gives you the requisite information without getting into policies and procedures. Can’t you see that?
Let me translate for you:
If you want better shipping rates, get the credit card. If you don’t want the card, you will pay on the scale we use right now.
End.Of.Story.
It’s not Janet’s job to justify their shipping policies and procedures to us. If you don’t like them, go elsewhere. Dover will get the picture if it’s a big enough issue.
I’ve never had Dover say “screw you” on something. SmartPak has. YMMV.
[QUOTE=RugBug;5522696]
Nope. But I sure am surprised that a lot of people on this thread can’t figure out the answers without someone directly telling them so.
I have to laugh because other people who end up answering for a company have seen that they often do more harm than good. Who wants to end up in that boat? Poor JanetNittman is trying to answer you in a way that gives you the requisite information without getting into policies and procedures. Can’t you see that?
Let me translate for you:
If you want better shipping rates, get the credit card. If you don’t want the card, you will pay on the scale we use right now.
End.Of.Story.
It’s not Janet’s job to justify their shipping policies and procedures to us. If you don’t like them, go elsewhere. Dover will get the picture if it’s a big enough issue.
I’ve never had Dover say “screw you” on something. SmartPak has. YMMV.[/QUOTE]
AMEN. Has anyone ever worked for a corporation? I am almost 100 percent positive that Miss Janet over there is not the CEO of dover. She can’t just change the shipping rates just like that. I think she has handled herself very professionally and courteous. I don’t necessarily LOVE Dovers shipping prices but they DO offer some great deals in their sale catalog… I have gotten 3 very nice pairs of Ariat breeches for 40 bucks. I don’t think this needs to be another tear a poor employee apart thread. She has not said anything negative or disrespectful. If you dont like Dovers shipping prices, simply dont shop there. No need for Coth’rs to be rude. She isnt forcing you to shop there. :winkgrin:
I’m just going to say it!
THIS THREAD IS RIDICULOUS!
Ok, you hate Dover because of the shipping, you won’t ever shop there again, ok…
Done and Done. So don’t!!
But continuing to complain on here isn’t going to do you any good…Unless of course you are fishing for something… To get all the wrongs righted by them…
I don’t know?
Do you haggle the post office on price of shipping? Or Fed Ex or UPS ?
Good grief!
Once again, you miss the point
[QUOTE=kgro632;5522755]
I’m just going to say it!
THIS THREAD IS RIDICULOUS!
Ok, you hate Dover because of the shipping, you won’t ever shop there again, ok…
Done and Done. So don’t!!
But continuing to complain on here isn’t going to do you any good…Unless of course you are fishing for something… To get all the wrongs righted by them…
I don’t know?
Do you haggle the post office on price of shipping? Or Fed Ex or UPS ?
Good grief![/QUOTE]
But then, I shouldn’t be surprised. I’d already pretty much given up. The point of this thread and the other one has ALWAYS been that we WANT to shop at Dover, that we think they have a good selection, and the customer service thing is a wash wherever you go, but that the SHIPPING prices, make it impossible to purchase from them.
Very simple comparison here, I want to buy a pair of Ariat Covington half chaps.
Dover’s price: 169.95 + $19.95 shipping = $189.90
VR Tack’s price: 143.95 + free shipping = $143.95.
Victory Canter’s price: $159.95 + free shipping = $159.95
Now, would I be willing to swallow the extra $10 or $20 difference in the retail price to get Dover’s guarantee? Well, since these are Ariat chaps, which are notorious for having problems, maybe. But am I really willing to pay a $45 premium for it on a pair of half chaps? Not really. Somehow, a $140 item doesn’t seem worth a 30% premium in case they break.
Remember, nobody is losing money on these items, so if someone else is selling it for less, they must still be making a profit. So Dover sets their profit margin higher. And again, the problem with that overpriced shipping is that it takes FOREVER to arrive, and CANNOT be tracked once it gets to the post office.
So the WHOLE POINT HERE, is that while I really WANT to buy from Dover, as they have good selection, usually good prices (if you look hard enough), and the customer service guarantee, I simply cannot justify the premium price in return for what you get.
And as far as complaining here, there are very few places where customers have the ability to draw enough attention to have a prayer of getting a company to change their practices. This happens to be one of those places. I’m not trying to get any wrong righted, since I haven’t purchased anything from Dover in the last year. But I would really like to purchase from them, but can’t see past these backwards policies that they seem to hold to like glue. Or maybe you would prefer I go bombard their Facebook page?
In case you haven’t heard, sometimes the squeaky wheel gets the grease - in this case, I’m trying to squeak as much as I can about Dover’s insane shipping policies - NOTHING ELSE - in hopes that someone over there might clue in and start applying grease! Sorry if that bothers you, go read another thread.
Wow I thought this post would be dead already!!
But anyways after this thread I went and applied for the credit card. Thinking ok better shipping rate (that cost the same as driving to the store) Plus I was about to make huge purchase and thought ok I can get the points. But since I am just out of college and dont have the big income, I was denied. I was not getting the card to say hey I can now buy more because its going on a card, it would have only been for things I can pay off right away that I would have otherwise driven to the store to get.
O well!! : )
=And as far as complaining here, there are very few places where customers have the ability to draw enough attention to have a prayer of getting a company to change their practices. This happens to be one of those places. I’m not trying to get any wrong righted, since I haven’t purchased anything from Dover in the last year. But I would really like to purchase from them, but can’t see past these backwards policies that they seem to hold to like glue. Or maybe you would prefer I go bombard their Facebook page?
In case you haven’t heard, sometimes the squeaky wheel gets the grease - in this case, I’m trying to squeak as much as I can about Dover’s insane shipping policies - NOTHING ELSE - in hopes that someone over there might clue in and start applying grease! Sorry if that bothers you, go read another thread.
I suggest writting a letter, go through the proper channels, email the higher ups, people that CAN actually make changes.
I was under the impression that this forum was to gain useful information from others, not to try to change a companies shipping rates…
To each their own.
I feel bad for Janet, because she’s obviously in a nasty spot here. She’s trying to help her company, but she’s restricted in what she can say. Unfortunately, the end result is that half-answers are just annoying people further. It would be better to have stayed out of it altogether.
[QUOTE=amastrike;5523169]
I feel bad for Janet, because she’s obviously in a nasty spot here. She’s trying to help her company, but she’s restricted in what she can say. Unfortunately, the end result is that half-answers are just annoying people further. It would be better to have stayed out of it altogether.[/QUOTE]
I am sure people would still be dissatisfied even if she stayed out of it. It’s the nature of the beast. I doubt poor Janet can change all over Dovers shipping policy. And I doubt a few small voices really mean much in the big scheme of Dover sales. I still shop there even if their shipping is high, I don’t like paying more in shipping but oh well, its business. Their customer service is great.
I bought one of their coolers from the sale catalog and they emailed me telling me it wouldn’t be in stock until May, this was in January. They asked me If I would like a different color instead (which is what I really wanted but It wasn’t on sale). So I ended up getting the cooler I wanted in the right color, I was more than please. :yes:
I am sure they lose customers when the item is the same price somewhere else but competitor has free shipping. I am sure they are aware of all this and dont need a thread on COTH about it every month from a bunch of angry folks. If you don’t like the shipping policies, don’t shop there. 
Great post Kingoftheroad.
I am confused. Why have the conversation via PM?
All of us have the same problem with the shipping rates and funky ‘sale’ prices.
For the record, I find nothing wrong with Smith Bros having different pricing than Dover. It is a different catalog just happens to be owned by the same company. Different market so different prices.
I had a terrible Dover experience. I ordered Crowne Pros, they sent me pull-up instead of zip-up. THEN MADE ME PAY THE SHIPPING ON THE RIGHT ONES. I had to overnight them too since I had a horse show coming up (standard would have been fine (if they hadn’t sent me the wrong boot the first time!)
Thanks for nothing Dover.
Nothing stays the same forever. Your proposed methods, while perfectly suitable for the 90’s have been updated. Welcome to the social network digital media. And if you don’t think corporations have embraced the new reality, you haven’t paid attention to all the facebook pages/campaigns started by large corporations (Dover included). That has become a perfectly acceptable - and perhaps more effective - method of promoting change in a corporation. And if it isn’t against the rules of the forum, then more power to people (politely) trying to inspire change.
That said, the PR person is just the PR person. Never kill the messenger.
I used to have the Dover credit card and had to re-apply for the new one when they switched banks. I was denied, as was my boyfriend! Kind of silly, since my credit is better now than it was during my college years when I originally had the card.
Pretty frustrating, considering we both we going to purchase new saddles. The card would have considerably cut down on shipping costs.
[QUOTE=Janet Nittmann;5521962]
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)[/QUOTE]
So, if the red saddle pad I bought three years ago clashes with my new chestnut horse, I can return it for a full refund?
Many thanks for the comments on this forum and in particular thank you for the understanding that I am posting to explain our current policies and how you can best shop at Dover Saddlery. Please be assured we do read all of your comments and your views are discussed internally. I send a private message to assist with a particular issue regarding an order or a credit card application. If you do have a particular issue you can also send an email to customerservice@doversaddlery.com or call Customer Service on 1-800-989-1500 until 11PM ET. We strive to address all issues in a timely manner and work with our customers to meet with their satisfaction.
[QUOTE=InWhyCee Redux;5530255]
So, if the red saddle pad I bought three years ago clashes with my new chestnut horse, I can return it for a full refund?[/QUOTE]
My colleague says that the red saddle pad might look great on your chestnut! Anything goes these days! The 100% satisfaction guarantee refers to satisfaction with the products we sell, if you are not satisfied with any of the products you have purchased at Dover Saddlery then they can be returned for a refund or exchange at any time.
