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2015-07-16
1/5
"I hate to write bad reviews, but I'm so surprised by how bad Dover Saddlery's customer service is that I feel compelled to warn other horse newbies away. They have such beautiful catalogs. I got to go into one of their stores while visiting a cousin in NC and got great help from one of their clerks. I felt safe ordering from them -- they seemed on all levels a fully professional company.
I work in web tech, so I know how ecommerce sites should work -- Dover seems to ignore all best practices for selling on the web. I'm still incredulous.
I ordered a couple of pairs of breeches. They showed in stock, but it took Dover 5 days to ship. Okay, not great, but it was a holiday week so I guess I could see it. Then I realized that I hadn't paid close enough attention when ordering and noticed that my shipping cost was nearly $20! That's crazy in today's Amazon Prime world. Really getting not so happy now, but part of it was my fault, so okay, lesson learned. I'll pay closer attention next time.
Days go by, and still no package. I log in to the website and notice that there is no link on my account to show past orders. There isn't any way to track my order except by the email confirming that it was sent. That's insane. Even the most basic ecommerce software does this. Now all my web tech experience is telling me NEVER ORDER FROM THIS COMPANY ONLINE AGAIN, because if it doesn't even do this most basic function, who knows what else they aren't doing correctly?
I track down the email, track the package and discover that after two weeks of waiting, the package couldn't be delivered because of the address it was shipped to. Bizarre -- maybe I didn't type in my address correctly... so I checked my order confirmation email, and the shipping address was correct. Time to call Dover.
It took three tries to get Dover because I got a busy signal the first two tries. Not a good sign. On the third try, I got a person, which is better than a maze of machines. First positive, unfortunately short lived. The person confirms the address they show, and it's wrong, missing one digit. I can't see how that's possible, since the ADDRESS WAS CORRECT ON MY EMAILED RECEIPT! Did they address the package by hand and get it wrong? For a company that does such an excellent job at looking good on the sales side, their infrastructure, shipping policy and web presence is shockingly bad.
Still haven't gotten my package.
By the way.. I also ordered a pair of breeches from SmartPak a couple of days *after* I placed the Dover order. Free shipping. Got the breeches and have already worn them a couple of times."
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