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ComplaintsforDover Saddlery
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/30/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a girth from Dover Saddlery. The original purchase was done with a debit/credit card where it was a cash transition given that I needed to enter my PIN. The morning I returned the girth I was also hit with credit card fraud and had to cancel the original card I used to purchase the girth. When I returned the girth, the store manager named Leah would not give me a cash refund. Instead she issued me store card for the same amount of money that I paid for the girth. I asked for cash or for them to issue me a check. I DO NOT WANT A STORE CREDIT. HORRIBLE CUSTOMER SERVICE!Business response
07/13/2023
Good morning,
The customer is correct in that she was not offered a cash refund. Our company policy is that refunds are issued in the same form as the original payment. If a card or digital payment is use dthan the refund is issued back to the original card OR the bank/ lender replacement card.
The client did inform me that her original card was compromised. What she failed to mention is that she was given the option to complete the return at any later time when she had received the replacement card from her bank.
She did ask us to put the refund on a different card, which i advised her we could not. She did request cash or a check which I informed her we could not do for a purchase made with a card, She was given two options. The store credit or a refund back to her bank card when the replacement became available
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.