I ordered two items and they only sent one and have ignored my contact requesting they rectify the situation - do not trust them
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Scopri cosa dicono le persone
I've recently made two on-line orders for fly rugs which haven't been available anywhere else. First one arrived 2 days after ordering - second one ordered last night and today I received acknowledge... Leggi di più
Just received a pair of Le Chameau Ladies Chelsea Aveture Cuir Boots which were incredibly good value in the current sale. Very good service. Clear communication and boots delivered very well wrapped... Leggi di più
L'azienda ha risposto
Very happy to find a specific Sweater which was sold out everywhere for years. Very fast en good service and shipping to the Netherlands went without any problems.
Dettagli dell'azienda
Scritti dall'azienda
Hope Valley is a family-run business specialising in everything for Horse and Rider. A leading UK Equestrian retailer bringing the best of equestrian brands, at the most affordable price!
Informazioni di contatto
Rockhead House, Staden Lane, SK17 9RZ, Buxton, Regno Unito
- 01298 605400
- customerservice@hopevalleysaddlery.co.uk
- hopevalleysaddlery.co.uk
3,6
Nella media
474 recensioni
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SUCH GOOD CUSTOMER SERVICE
SUCH GOOD CUSTOMER SERVICE
Company sent me faulty product , instead of arguing that we had tried the stirrups ( they had accidentally sent display ones which was the fault issue as the safety mechanism had been demonstrated repeatedly ) I was offered immediate replacement , no argument just paid postage to return and they sent them straight out with proof of postage so I had them for PC camp .
Been using HVS for years but this was really great service- this busy mum appreciated the help resolving this so easily !
8 agosto 2025
Non scritta su invito
Risposta di Hope Valley Saddlery
Good Morning,
Thank you for your lovely review.
Unfortunately we are all human and mistakes will happen, but I am glad to hear we got this resolved efficiently for you. I will pass your kind words onto our customer service team!
Kind Regards
HVS
Shocking
Please avoid using this company for online orders, they do not listen when you tell them you need a certain delivery date as nobody would be available.
I was expecting a pair of boots to be delivered tomorrow as no one home to accept them, they were sent today I had to rapidly find out if my brother was home and change the address . Even after having confirmation of address change the parcel was delivered to wrong address .
Bare in mind I have my job to do.
I called DPD that was a total waste of time, called hope valley spoke to a girl called Grace the girl I spoke to about the order and delivery date on Monday . Grace decided it was my fault she put the delivery date of Thursday and why they came today. I asked for a refund so I can go and get a pair of boots after work it was refused, I was told they would contact DPD and get the parcel re delivered.
Problem here like I had explained to Grace on the original call I needed to boots for the weekend. Grace totally blanked me like she put me on mute,I was talking and she had what seem liked walked away from the phone.
I was then put through to her colleuge that was as helpful as a wet tea -towle she came across rude and because I point out the rudeness of her and Grace she told me she was hanging up . I rang back as I need to know what is happening with my refund and they will not pick up the phone.
Apparently no one in the store can deal with refunds as Judy the manger and Owner is away, so what I would say is be careful because if you end up needing a refund you could be waiting sometime.
If this dose not get resolved I will be speaking with trading standards , and no it's not as easy as just getting them from the address they have been delivered too .
I will never use Hope Valley again just shocking , Judy if you are reading this please contact me ASAP
8 agosto 2025
Non scritta su invito
Risposta di Hope Valley Saddlery
Good Afternoon,
I do apologise that you are disappointed with your experience.
DPD delivered your parcel to a neighbour, as was requested on your DPD tracking. DPD do advise that they will deliver to a neighbour if there is no answer.
As has been explained, Grace put you on hold as she asked advice from her colleague on if there was anything else she could do to help you in this, I can only apologise if this came across as rude, that was not the intention at all.
The reason that the phone was hung up was that staff members were being insulted down the phone, whilst I appreciate that this is a frustrating situation, we did not choose to deliver this to that specific neighbour, and nobody has done this deliberately. We do request that all staff members are treated with respect over email and on the phone.
You have now retrieved the parcel, and we have sent over instructions on how to return this free of charge to us and we will issue a full refund once the item is in the post.
Kind Regards
HVS
Evoke riding hat
I called Evoke this morning, and they said call one of their best suppliers Hope Valley Congleton. I did and spoke to the lovely Kellie, she found the hat I wanted, called me back and gave me all the details to purchase the hat through head office. I called the number she gave me and spoke to another lovely lady, who took all my details and arranged for the hat that Keelie had for me to be delivered tomorrow. Excellent service, lovely people, thank you Hope for employing super staff who really care about the customer xx very happy groom 😁
5 agosto 2025
Non scritta su invito
Risposta di Hope Valley Saddlery
Good Morning,
Thank you for your lovely review! I am so happy to hear that you have received fantastic service and I hope you love your new Evoke helmet as much as we love them!
Kind Regards
HVS
Rude and unhelpful
I drove 50 minutes to store to try on various breeches, the pair i wanted had a broken zip, unfortunately they did not have another pair in my size. I also thought by advising the staff of the default i was being helpful but i was made to feel i had caused the damage! I left and thought, well i can just order them online, now i know the style and size. Upon searching for the now discontinued breeches online the only store with my size was Hope Valley, i did an online chat where i was ignored for 30 minutes despite going from being in a que and being connected to customer service. I just wanted to ensure i wasn't going to be blamed for a second time if the default breeches were sent out to me and refused a refund, especially with me being advised they had no others in my size. Thankfully my breeches arrived without default....but the security taq still on!
9 luglio 2025
Non scritta su invito
Risposta di Hope Valley Saddlery
Good Morning Lauren,
I am shocked to hear your review, and I can only apologise for the service you have received. I will pass your feedback onto our store manager for them to review and take the necessary action.
With regards to the live chat, I am not sure what happened there but our live chats are manned by a member of the team at all times, the queue would have been a wait whilst we responded to the customer before you on live chat, but as soon as you got through there should have been a member of the team there to help. I will investigate this as well.
I am sorry to hear that the breeches had a security tag on as well, I would like to get this resolved for you, if you could email us on customerservice@hopevalleysaddlery.co.uk with Trustpilot in the subject and I will assist you in getting this resolved.
Kind Regards
HVS
I’ve ordered plenty over the years with…
I’ve ordered plenty over the years with complications from ordering and paying online, and receiving emails days later after paying for express delivery x saying items aren’t in stock. The most recent is an order for fly rugs placed few weeks ago. Order not received, had to wait for process to go through DPD then wait for Hopevalley to reply to resolve this. Your customer service in every way is terrible and a joke!!
9 luglio 2025
Non scritta su invito
Risposta di Hope Valley Saddlery
Good Morning Natasha,
I am sorry to hear about the issues you have faced with a DPD delivery going missing.
Unfortunately as the contents of the parcel was lost by DPD we do have to follow their internal processed to get this resolved for you, I appreciate these can be lengthy as they look into the whereabouts of the parcel but we do have to allow them that time as often the parcel and its contents are located.
We do not offer express delivery so I do apologise for any confusion regarding this, we only offer one standard delivery charge across all orders, occasionally items can come with free postage, but it is always the same courier service that is used.
I do apologise again for the issues you have faced.
Kind Regards
HVS
I bought a pair of boots from the…
I bought a pair of boots from the website. I hadn’t worn them immediately, but when I did I noticed a small open area where the moulding to the base of the boot had come away. As they were for wet weather I returned them. The customer service was brilliant and then kept me informed until the replacement boots were sent. It was a very quick turnaround. I was very pleased with the customer service and a happy customer.
26 maggio 2025
Non scritta su invito
Risposta di Hope Valley Saddlery
Good Afternoon Elaine,
Thank you for your lovely review and I am happy to hear we managed to resolve this efficiently for you.
Kind Regards
HVS
Excellent service from Hope Valley…
Excellent service from Hope Valley Saddlery! Super pleased with purchase. The shoes I wanted had been out of stock on the Holland Cooper site for a while and thankfully I found them on here and they were shipped for next day free delivery! Highly recommend 🌟
30 giugno 2025
Non scritta su invito
Risposta di Hope Valley Saddlery
Good Morning,
Thank you for your lovely review!
I will pass your feedback onto our team ☺️
Kind Regards
HVS
Ordered a base layer and fleece
Ordered online a base layer and fleece really good value for money and came in 2 working days really good company I would recommend and will be recommending to friends thanks very much
-Scarlett
12 giugno 2025
Non scritta su invito
Risposta di Hope Valley Saddlery
Hi Scarlett,
Thank you for your lovely review, and I will pass this onto the team!
Kind Regards
HVS
I was sceptical about ordering from…
I was sceptical about ordering from this company because of some of the negative reviews.
Really impressed with delivery and dispatch time at a very competitive price.
Will definitely order again, thanks :)
6 giugno 2025
Non scritta su invito
Risposta di Hope Valley Saddlery
Hi Melissa,
Thank you for your lovely review :)
Kind Regards
HVS
if i could give no stars I would
if i could give no stars I would, I bought a pair of boots off their auction site, o.k so it does say no returns but these boots have split right across the front after I have worn them twice. They wont refund. They haven't even asked to see a photo, its disgusting customer service from what I thought was a reputable company. I will NEVER buy from them again. At no point in the listing did it say these boots were sub-standard.
According to Consumer Rights Act 2015 they have to refund on faulty items regardless of their returns policy.
So now they aren't responding to my e mails or returning my calls.
3 giugno 2025
Non scritta su invito
Risposta di Hope Valley Saddlery
Good Morning Pauline,
I am sorry to hear that you feel this way about our Auction site.
As you have mentioned it does clearly state in our terms & conditions on the Auction site that we do not accept returns and so there is no warranty on any of the products.
Our auction is designed for us to be able to sell end of line items, one off items, items that have had their packaging or tags removed or damaged or items that have been dirtied or damaged on our shop floor. Any faults are thoroughly described on each listing and the lots are sold as seen.
We start each item at £1 with no reserves at all, so we do often sell items for a loss on the auction. I am sure you can understand why we don't then have someone in to run a returns system, if we did we would have to add reserves to items and raise prices, so we have chosen to keep prices as low as possible and stick with our no returns and sold as seen system.
As my colleague has explained over email, we are going to do what we can to help you. But without the warranty and returns process that our main website has I am not sure what we will be able to do.
In the future, you can purchase from our website to be covered for a full 90 days returns process and assistance with faulty returns on all items.
Kind Regards
Customer Service
Hope valley lost my parcel and won't refund me
Hope valley sent out my almost £200 order with DPD who then lost the parcel, it has been nearly 2 weeks and they won't refund me because they are waiting for DPD I am now without my parcel or my money I doubt the parcel will be found:
Hi Megan,
I am really sorry about this but without an update from DPD we are unable right now to refund this. I understand this is not ideal and I would really like to help get this sorted for you as soon as possible, but we do also need to figure out what has happened to this parcel first.
I have dealt with many customer order issues in my time and I have never refused them a refund to wait and see if they can find the parcel, there has been no offer of if they find the parcel my delivery charge being refunded. I need the money back to buy the stuff I originally bought, very very bad customer service.
In reply to hope valleys reply DPD marked it as being delivered in a completely different town so clearly I don't have it and am not a dishonest customer!
25 maggio 2025
Non scritta su invito
Risposta di Hope Valley Saddlery
Good Morning Megan,
Thank you for your review.
I have looked into this and I can see we are just trying to track down your parcel. They have marked this as delivered to yourself and therefore we have raised a DPD investigation. I am sure you can understand, that not as a reflection of yourself but due to issues we have faced with dishonest customers in the past, that we cannot just refund you on the basis you have emailed us to tell us you haven't got it.
In the event this has been delivered to a neighbour, left in a safe place, lost in the corner of the depot etc we would like to recover the goods as they are of a significant value. Therefore we have initiated an investigation, as per DPD procedure and we will have a final answer by Wednesday as to if they have an explanation about what has happened.
As soon as we either have an answer to what has happened on Wednesday or we have the goods back to us as they have located/recovered them we will of course process a refund for you as soon as possible.
I can only apologise for the inconvenience caused by the loss of this parcel, this is not at all the service we aim to provide and we can never forsee DPD losing a parcel but it does happen occasionally.
A member of the team will be back in touch on Wwdnesday to let you know the update and get this resolved for you.
Kind Regards
Hope Valley Saddlery - Customer Service
*UPDATE*
Further to this, the customer has now had a full refund once the case with DPD was closed and the parcel was confirmed as lost.
Short falls in customer service
Short falls in customer service. They were very happy to reply multiple times when I was buying the item. Sadly it was too small for me in the end. Sent an email to exactly the same email asking to return it a few days later. Heypresto..Zero replies to my emails asking about a return and refund, in the end I just returned the item and am simply hoping to get a refund processed.
1 maggio 2025
Non scritta su invito
Risposta di Hope Valley Saddlery
Good Morning,
I can only apologise that you did not receive a response to your email.
All of our emails are replied to within 24h as our offices are open 7 days a week with the emails being manned every day.
I can only assume that the email hasn't made it to us or that the reply perhaps hasn't made it back to your inbox?
If you can either try to email us again, message on facebook or give us a call on 01298 605400 and we will be able to assist you.
Kind Regards
HVS
Took 2 weeks an several
Took 2 weeks an several, emails for my, order i, paid for fast delivery to, even be sent out, minus the main item i, ordered shocking service
3 maggio 2025
Non scritta su invito
Risposta di Hope Valley Saddlery
Good Morning Maude,
I can only apologise for the delay on the order for you.
I can see you have been in contact with our Customer Service team and they have helped you to resolve this, and hopefully the issues with the order should be sorted now.
I do apologise for the inconvenience caused.
If there is anything else I can assist you with please do get in touch on customerservice@hopevalleysaddlery.co.uk with Trustpilot in the subject and I will be able to assist.
Kind Regards
HVS
Child's body protector ordered and they cancelled it just as it was too late to get another one delivered due to the bank Holiday weekend, very upset daughter now unable to take part in Easter show
Child's body protector ordered and they cancelled it just before bank Holiday weekend leaving me no time to get another one, very upset daughter now unable to take part in Easter comp
19 aprile 2025
Non scritta su invito
Risposta di Hope Valley Saddlery
Good Morning Angelique,
I can only apologise for the issue with this order, unfortunately our warehouse experienced a stock error with the body protector you ordered.
We notified you via email once we had exhausted all possible options of getting this body protector including ordering it in from the supplier and sourcing this from our shops and other stock locations.
I am very sorry to hear that your daughter was unable to take part in the easter show.
Kind Regards
HVS
Had to return a faulty rug
Had to return a faulty rug. Customer service excellent. I had a new rug sent out within a couple of days. Superb service, cant recommend Hope valley highly enough. Will continue to use and recommend to others :)
10 febbraio 2025
Non scritta su invito
Risposta di Hope Valley Saddlery
Hi Kara,
Thank you for your lovely review, and i am glad we were able to get the rug sorted for you.
Kind Regards
HVS
FANTASTIC SERVICE!
Received a fantastic service from Hope Valley. I was let down badly by another equestrian clothing shop (RP) who informed me 9 days later that they were unable to fulfil the order I placed with them. So tried Hope Valley and they got my order to me quickly and at a very good price. I will definitely buy from Hope Valley again!
13 marzo 2025
Non scritta su invito
Risposta di Hope Valley Saddlery
Hello,
Thank you for your lovely review! I will pass this onto the team!
Kind Regards
HVS
Avoid
Nice website and store but their exchanges and returns policy needs updating and review.
What shop have you ever come across where you not only pay for delivery and return postage (fine that's fairly standard) but you pay a third time to have your exchanged item posted back to you. Absurd I've never ever known anything like it. May aswell buy elsewhere for the the peace of mind if you need to exchange. I will be completely avoiding this store. Communication terrible also, sent an email never responded. Avoid.
3 febbraio 2025
Non scritta su invito
Risposta di Hope Valley Saddlery
Good Afternoon Kerry,
I am sorry to hear that you are disappointed with our returns policy.
We have always operated our returns policy this way, it allows us to provide really good sale prices online. We do have to pay for parcels to go out, come back, and go out again so in order to provide you the best price online we charge for the exchange item to be shipped. If we offered free returns and exchanges these costs would have to be absorbed into the prices on our website meaning they would rise and we prefer to keep these as low as possible for our customers.
Our returns policy is visible online so customers can have a look at this before purchasing and make an informed decision on the product.
We do ensure all of our emails are replied to within 48 working hours so I do apologise if you have not heard back from us, I suspect in this case the email has never arrived or the response has been filtered into your junk or spam.
If you would like to email us on customerservice@hopevalleysaddlery.co.uk one of our team will be happy to help you as quickly as possible.
Kind Regards
Lily
Great website
Great website. Found a few bargains here so will definitely shop again
11 febbraio 2025
Non scritta su invito
Risposta di Hope Valley Saddlery
Hi Asher,
Thank you for your lovely review!
Kind Regards
HVS
I buy from Hope Valley probably much…
I buy from Hope Valley probably much more than I should and have done for years and always found service to be great. There is an excellent variety of stock within different price ranges. Offers can be amazing and advice is always fantastic.
11 gennaio 2025
Non scritta su invito
Risposta di Hope Valley Saddlery
HI Claire,
Thank you so much for your lovely reviewv🤩
Kind Regards
HVS
bad experience
visited shop at Somerford, great shop. Unfortunately customer service was shocking. Felt like you were an inconvenience, especially when purchasing a hat and you needed to try it on as I have afro hair which my be styled in various ways so it has to be adjustable. Must have looked like I was trying to shoplift as the assistant kept following me around asking if they could help. Emailed to share my experience and they can not even be bothered to respond.
8 febbraio 2025
Non scritta su invito
Risposta di Hope Valley Saddlery
Good Morning Sharon,
I am very saddened to see your review, I have been through our email logs and I can't see an email regarding this has come through so this may be why you haven't heard back? We aim to reply to all emails within 24h.
Please may you get in touch via customerervice@hopevalleysaddlery.co.uk with TRUSTPILOT in the subject, and I would like to be able to resolve this situation for you.
Kind Regards
HVS
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