ComplaintsforDover Saddlery Inc

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction: 6/18/24 I paid $280.48 for 3 items. The main reason for purchasing from Dover saddlery was to obtain the Dublin ladies Pinnacle Boots II. Unfortunately when they arrived the item was not as pictured on the website which indicated a smooth leather all black boot. Instead I received a suede leather boot with light gray lace bindings (see photos)I contacted the company today about the discrepancy and asked them for a refund of my initial shipping charge and for free return shipping since I would not have purchased the items from their company if the website picture had shown the boot that was actually sent since Amazon sells the boot that was sent for about $50.00 cheaper + free shipping.Unfortunately they were only willing to offer me a $25.00 gift certificate for a future purchase which is unacceptable.

  Business response

  07/17/2024

  I hope you have received my email. Our  apologies for the  confusion on our part as a label should have been sent to you.

  A free return label has been sent for the return and an early refund will be processed for the item you are sending back along with the original shipping charges.

  We are sorry for the inconvenience this may have caused.

  Best Regards,

  Customer Service

  Customer response

  07/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, This is regarding 3 orders from Dover where items have not been received but charged or wrong item was sent. Order: ********* I am still mising the following items: 6x APF Herbal Supplement. Charged $173.97 Order: ********* Still missing from that order the following items: 4x Auburn Labratories APF Pro 4 Ounce Charged $129.98 4x APF Herbal Supplement. Charged $115.98 2x Nobel Equestrian Guardsman Neck Cover $65.99 Order: ******** I order items Horze Avalanche rain sheet with high neck, but received the item Horze Avalanche Turnout Combo Item X1-240629A I went with the item to the Dover Store in Raleigh, NC. The ladies could not exchange it for me and called customer support to assist me with this order and the missing items. They were informed there is nothing that can be done, and I should await an email and status of my other items. My other items should be arriving soon. I connected today 04/01 again with customer support and the chat went offline AGAIN. This has been going on since January and I am out of ways to get a) my item b) my money c) someone willing to solve this mess for me. Thank you for your assistance,*************************

  Business response

  04/18/2023

  We have worked with the customer to resolve the issues.  The incorrect item has been replaced with the correct item.  We established with the
  customer that the items that had not been received were on back order.  She had not been charged. 

  A new order was placed for the remaining items for the customer.  The new order is pending waiting for a response from the customer.  We have reached out multiple times.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed order ********* in the amount of $608.47 on 10/2/22 on the Dover Saddlery website. This order qualified for a $100 gift card, which I received by email on 10/7/22. I returned items in the amount of $523.69 on 10/12/22, and after contacting customer service multiple times regarding the return processing time, a refund in the amount of $423.69 was issued on 11/17/22. Dover Saddlery did not send a return confirmation email or provide any information relating to the return in the order details on their website, so I contacted customer service again on 11/18/22. I was informed that I was refunded $100 less than the purchase price of the items I returned because I "have to either exchange or keep the items in order to keep the promotional gift card." This policy is not stated in the promotion description or on the Dover Saddlery website, and I was entirely unaware that I would not be issued a full refund. This is an unethical business practice and is highly concerning as a customer. I am requesting an additional refund in the amount of $100 to total $523.69, which is the full purchase price of the items I returned.

  Business response

  11/23/2022

  We apologize for the confusion surrounding the refund. Because the item was returned that qualified for the promotional gift card the order no longer qualified for the gift card that was sent.  Because the gift card was used, as typical in industry, we refund less the value of the spent gift card. I do apologize for the confusion and our lack of disclaimer has been brought to the attention of management.  As a courtesy, we have processed the refund for you.

  Customer response

  11/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ordered on line from dover saddlery. their website was obviously having issues and the system did not appear stable. the first order was supposed to be 43.13 but apparently two orders went through, the first for $47.92, the second for $43.13. i wouldn't have known this except for the two confirmations i received for the exact same items at different prices. i call up, speak to sandy she says she will cancel the higher priced order as it appeared incorrect &the problem was probably my usef discount. next morning i find that not only did the first order not get canceled but that i was now charged for four items , looks like i was charged both the discounted price for both items and the non discounted price for both items. and so i call again and this time speak to dahlia who says again the orders will be canceled. and i two emails that two bits had been canceled and the next morning i get two emails that two packages of treats have been shipped. and again i get told again i will not be charged and tonight the holds came off and the charges hit.

  Business response

  02/18/2022

  Business Response /* (1000, 5, 2022/02/04) */ We apologize for the issues that were had on these orders. We have confirmed with Paypal that on the first order ******** a refund was processed on 1/26/22 and any remaining authorization was voided on 1/27/22 by Dover. I was informed that there was a slight delay on their end in processing but as of today this is completed. On order 11643027 we have confirmed with Paypal that a refund was processed on 1/26/22 and any remaining authorization was voided on 1/27/22. We have reached out to the customer with our apologizes for the inconvenience.

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