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
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474 recensioni
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Ordered a pair of boots that were the…
Ordered a pair of boots that were the best price anywhere . They were dispatched promptly and delivered safely . I was kept updated and am really pleased with my purchase .
13 febbraio 2024
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I bought a coat from Hope Valley…
I bought a coat from Hope Valley Saddlery. The coat is gorgeous. It originally came in the wrong size. Those at the company were so helpful in getting it changed and even called to discuss the replacement size to check it would be right for me. So pleased with the coat – lovely quality – but just as pleased with the wonderful service. Thank you 😊
9 febbraio 2024
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Risposta di Hope Valley Saddlery
Hi,
Thanks so much for such lovely feedback! We're so happy that we were able to resolve this sizing issue and that you're pleased with the service you received along with the product :)
Many thanks - HVS Customer Service
Excellent service
Bought my daughter some boots for Christmas. They were best priced in market and came quickly. They unfortunately didn’t fit and needed to be returned - service at this time was excellent - responsive to email queries, returns up to 3 months and very prompt return of funds. Would definitely recommend and use again.
3 febbraio 2024
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Risposta di Hope Valley Saddlery
Hi Helen,
We're so pleased to have received such a great review! We're delighted to hear you are happy with our product prices and service as well as our returns procedure :) thank you so much!
Many thanks - HVS Customer Service
Recently purchased a great pair of…
Recently purchased a great pair of Ariat boots in the sale, which developed a slight manufacturing problem two weeks later. Hope valley were brilliant about it, quick and courteous reply, excellent customer service and an excellent resolve to the issue. I would buy from them again and recommend. Well done hope valley- all customer service should be like this experience!
2 febbraio 2024
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Risposta di Hope Valley Saddlery
Hi Tracy,
Thank you so much for taking the time to leave such a wonderful review - I'm so glad to hear that we were able to get this issue resolved quickly for you and that you're happy with the service received.
We look forward to your next order with us! :)
Many thanks - HVS Customer Service
Impressed
Ordered boots in the sale but sadly too small. Returned for larger pair which arrived and fit perfect. Stress free and great Customer Service. Worth checking the offers too
8 gennaio 2024
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Risposta di Hope Valley Saddlery
Hi Eileen,
Thanks so much for your lovely review! We're so happy to hear you're happy with the product and our service :)
Many thanks - HVS Customer Service
poor customer service
Ordered horse clippers and a trimer on 07/01/2024, I had to chase on the 25/01/2024.
Received it today packed in amazone box no protection or anything, I was expecting a not as an apology for the delay or anything but they didn’t said anything.
26 gennaio 2024
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Risposta di Hope Valley Saddlery
Hi Sam,
Thank you for taking the time to leave a review and I can only apologise for the issues we have faced with your order on this occasion.
I have looked into this and can see that unfortunately the original parcel we shipped out to you on the 9th January sadly went missing. Unfortunately we are unable to track every individual order that is shipped so we were unaware of this issue until you contacted us on the 20th to chase this up.
I can see after investigating this to confirm the parcel had in fact gone missing, we reshipped your order to you a few days later on the 24th January. I am sorry that you are unsatisfied with the quality of the packing - we ship orders in the boxes we have available, the clippers you ordered come in their own secure box for protection and so these were packaged up in another box we had available suitable to the size of the product.
I am also sorry that you are unhappy a note was not included. I can see our dedicated customer service team offered their apologies verbally over the phone and also via email during the correspondence between you, so I do apologise if you feel this was not satisfactory.
Again I am sorry for these issues, I can see our team did their best to investigate this and get this resolved as quickly as possible, I can only apologise for any inconvenience the first parcel going missing has caused to yourself.
If you would like to discuss this further, please do get in touch either via phone on 01298 605400 or email at customerservice@hopevalleysaddlery.co.uk and we would be more than happy to talk to you about this.
Many thanks - HVS Customer Service
Always good service and offer
Great service and if there's ever a problem they try to resolve very quickly. Always good offers and delivery is usually very quick. The auction site is also very good for a bargin.
19 gennaio 2024
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Risposta di Hope Valley Saddlery
Good morning,
Thank you for taking the time to leave such a lovely review! We're delighted to hear you're happy with the service and products available, including our auction site.
We look forward to your next order with us!
Many thanks - HVS Customer Service
Very happy customer!
Faultless from initial order and transaction to receiving boots. Absolutely first class customer service and overjoyed with purchase with fast delivery and continual updates throughout. Would definitely recommend!
4 gennaio 2024
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Risposta di Hope Valley Saddlery
Hi Sally,
Thank you so much for such a wonderful review! We are so pleased to hear you're happy with the service provided :)
Many thanks - HVS Customer Service
Very impressed
This was my first order with this company, as they had exactly the boots I was looking for and were in stock. Prices were good.
I ordered on a Thursday and they were delivered the following Monday, just as the tracking said they would be.
Good range of products, good stock levels, very swift delivery, good (automated) comms.
I'm very happy with my purchase and HVS are now on my list of favourite suppliers.
4 gennaio 2024
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Risposta di Hope Valley Saddlery
Hi Richard,
Thank you so much for taking the time to leave such a fantastic review! We love reading these and I will pass this on to the rest of our team :)
We are so happy that you are pleased with the service and that you will be looking to order from us again - we look forward to your next order with us!
Many thanks - HVS Customer Service
Rubbish!
Ordered three items two of which have been delivered. However, the horse rug that I really needed has not and despite a total of five telephone calls I am no nearer to find out a delivery date or a tracking number. Save yourself the frustration of dealing with this company and take your business elsewhere.
8 gennaio 2024
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Risposta di Hope Valley Saddlery
Hi Catherine,
Thank you for taking the time to leave a review and I can only apologise that your experience with us was not a positive one on this occasion.
I have had a look into this and can see that the rug was on order from our supplier - sadly they were closed over the holiday period and only reopened on Monday 8th January, as explained by a member of our team when you spoke to her on the 6th January.
Due to this, they did have a backlog of emails and orders to get through and so we did not get a response from them until Tuesday 9th - I can only apologise that we were unable to update you sooner than this, as I do appreciate that it is frustrating not knowing what is happening with your order!
I can see that the rug was fully refunded yesterday as requested so this should hopefully be back in your account within the next few working days.
Once again I do apologise for the issue with the rug and for the delay we had updating you on it's progress. If you would like to discuss this further, please do get in touch on 01298 605400 or you can email us at customerservice@hopevalleysaddlery.co.uk.
Many thanks - HVS Customer Service
1st class company to buy fromWell what an excellent company to…
Well what an excellent company to purchase from. I ordered my horserug Thursday afternoon and it was delivered Saturday at 8am. I would HIGHLY recommend and definitely purchase from you again. Thankyou
28 dicembre 2023
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Risposta di Hope Valley Saddlery
Hi Dawn,
Thanks so much for such a lovely review, we are delighted to hear that you received your rug quickly! We look forward to your orders with us in the future :)
Many thanks - HVS Customer Service
Trusted company
I have used Hope Valley on a number of occasions and always find the service exceptional. The items are always delivered in a timely manner and they have a great selection of items on their website.
The real standout comes for me from in 2020 when I ordered a rug and a HAAS brush. The brush hadn't been packed correctly and had been damaged. When I messaged Hope Valley through Facebook they were very quick to reply and give me a range of options and were so lovely - that one exchange alone means they'll always have a customer in me! :)
22 dicembre 2022
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Risposta di Hope Valley Saddlery
Hi Michelle,
Thank you so much for such a beaming review! We are so pleased to hear that you are happy with our service, and that the issue you had with a previous order was resolved quickly.
Thanks again and we look forward to your future orders with us! :)
Many thanks - HVS Customer Service
Purchased a uvex helmet in May at a…
Purchased a uvex helmet in May at a cost of £260. Daughter was riding a four year old last weekend and the hat came loose. She reached around to tighten it but the dial came off in her hand rendering the hat useless. Several emails on and telephone calls Hope Valley will not stand by their product. They insist it must be returned to uvex for inspection. In my opinion it is within the acceptable guarantee period and should be immediately exchanged. My daughter has no helmet over the Christmas period to ride in. It is a very expensive helmet and should have lasted longer than five months.
22 dicembre 2023
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Risposta di Hope Valley Saddlery
Hi Helen,
Thank you for taking the time to leave a review and I am sorry to hear of this issue.
As the warranty period is offered by the manufacturer rather than ourselves, our returns team do need to follow the policies in place. In this case, the supplier has requested the helmet back for inspection and it is within their legal right to offer a repair, if possible, before providing a replacement. This is standard practice with most manufacturers should the item have been owned for more than 30 days of receiving.
Again I can only apologise if this isn't suitable and for the inconvenience caused, however our returns team are following the correct policy in regards to faulty items, and are doing their best to get this issue resolved in line with these policies.
If you would like to discuss this further please do get in touch on 01298 605400 or pop us an email on customerservice@hopevalleysaddlery.co.uk.
Many thanks - HVS Customer Service
Bought a Joules item as a Christmas…
Bought a Joules item as a Christmas present with plenty of time to arrive before Christmas, only to receive a refund a whole 7 days later saying that they hadn’t had the stock as it was incorrect. Leaving me a whopping 1 day to find an alternative present for my mother. It’s not the first time I’ve never received and item I’ve bought online from you.
Sort your website out. Won’t be bothering with your website ever again.
22 dicembre 2023
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Risposta di Hope Valley Saddlery
Hi Emily,
Thank you for taking the time to leave a review and I am incredibly sorry that we were unable to fulfil your order on this occasion.
I have had a look into this and can see the order was placed on the night of the 17th December, and we sent an email on the 21st to advise that unfortunately we were unable to locate the top ordered and so had processed a refund for this.
I can only apologise that it took us longer than usual to let you know about this - unfortunately, at this incredibly busy time of year everything does take a bit longer than usual so again I am sorry for this and for the inconvenience caused. This was refunded with good intent as we could not provide the top ordered or offer a suitable alternative.
If you would like to discuss this with us further please do get in touch either on 01298 605400 or customerservice@hopevalleysaddlery.co.uk, and one of our team would be more than happy to speak to you about this.
Many thanks and sorry again - HVS Customer Service
High fees
Shipping is too expensive for small items, I ordered a hat cover for £6, the shipping cost me £4.99, it is not a great colour match therefore I wanted to send it back, despite the extortionate shipping for the small item I am then made aware I need to pay a further £4.99 to return the item, I would’ve then spent almost £10 on postage which is more than the original item, making it a complete loss, there are much better stores to shop at which offer lower postage fees and free returns if shipping is not originally offered complimentary.
6 dicembre 2023
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Risposta di Hope Valley Saddlery
Good afternoon,
Thanks for taking the time to leave us a review.
I do apologise if you feel our shipping fee is too high. The £4.99 is to cover the cost of our 24 hour courier service which is fully tracked and insured, should anything go wrong with delivery.
With regards to returning the item, you are welcome to return this to us using any method of your choice as explained on our 'Returns' page on the website - whether it's Royal Mail, Evri or any other courier!
We do have a returns label on our Returns page which is set at £4.99 which a lot of customers choose to use, especially for larger orders, as it can work out less expensive than other methods. However it is not mandatory to use this, so if you have a less expensive method to ship back smaller items you can of course use that instead.
I am sorry again for this and if this was not made clear! Please don't hesitate to get in touch should you have any queries on either 01298 605400 or customerservice@hopevalleysaddlery.co.uk.
Many thanks - HVS Customer Service
Great customer service and products!
6 dicembre 2023
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Outstanding customer service
Having placed an order with Hope Valley Saddlery, I received an email from them advising me of a slight flaw with my order. Unfortunately, this was the last pair in stock. With their apologies I was offered a choice of, an immediate full refund or my order could be posted out to me for my inspection with the option of keeping them with a discount or returning them free of charge along with a full refund.
From the start, I found their customer service absolutely superb. Very few retailers would have gone to the trouble of advising of a slight flaw - I know from personal experience how many times I have received items only to find them faulty. My emails were answered promptly along with my full refund being processed in super quick time. This company was so impressive they really do put other retailers to shame. What other retailers think of as exceptional customer service, frankly compared to that of Hope Valley Saddlery, is but a pale comparison!! I would definitely shop with them again and would recommend them to everyone.
6 novembre 2023
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Risposta di Hope Valley Saddlery
Hi Pauline,
Thank you so much for such a wonderful review!
We are absolutely delighted to hear that you're happy with the service provided in this situation. I can only apologise that the boots had this flaw in the first place, however I am glad to hear that you are happy with how this was dealt with.
We hope that we can continue to provide you with this service and we look forward to your next order with us! :)
Many thanks - HVS Customer Service
Terrible service, extremely disappointing!
Wrong size boot was delivered a size 8 instead of a size 4. I contacted them and returned to exchange. For the correct size. I received a E-mail asking if I was wide leg or regular which I replied to the same day. A week later after not hearing anything I phoned and I spoke to the customer service who confirmed my E-Mail had not even been read.
I wasn’t happy but was assured that the boots would be sent out that day a Monday and I would receive them by the Wednesday.
The Wednesday came and boots were not received so I contacted them again only to be told sorry we have sold out of that size now and have none in stock!
What a extremely unprofessional poor service this company offer.
I will never purchase anything from them again. I required these new boots for a riding holiday for which I was going on the following day. Extremely dissatisfied and not very happy. I can only suggest Avoid at all costs. We’re see how long it takes for my refund to come back!
15 novembre 2023
Non scritta su invito
Risposta di Hope Valley Saddlery
Hi Lorrilee,
Thank you for taking the time to leave us a review on your experience with us.
I am very sorry to hear that you are unhappy with the service provided on this occasion.
I can see from your order history that it was a size 8 that you originally ordered and so this is the size that we shipped out to you. Upon receiving these back, we contacted you to confirm what size it was you wanted to exchange these to.
I can only apologise that you did not receive a response to your reply to this email - unfortunately this email never seemed to reach us, I have searched through our email history and checked with the Customer Service team and we have been unable to find this email so I do apologise for this issue.
Unfortunately by the time you chased this up with us, the boots you wanted to exchange to had sadly sold out. Our warehouse team worked hard to locate a pair of these for you but had no success.
The refund was processed on the same day that this was requested so this should have been back in your account within 3-5 working days of this date.
Again I am very sorry that you are unhappy with the service on this occasion.
Many thanks - HVS Customer Service
Boots arrived the next morning after…
Boots arrived the next morning after ordering them. I ordered over the phone as was having problems with my internet. The phone was answered after 3rings
I had a couple of queries, which were my fault, and again was answered promptly
The staff are polite & pleasant and I wouldn’t hesitate in recommending this company
Excellent service
1 novembre 2023
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Poor customer service
I ordered 2 pairs of winter riding leggings which it advised me to order a size up so I did. I am size 10/12 usually order M in this make so ordered a large. They came back and we’re still too small. I emailed them and got no answer for 4 days then phoned them to be told I had to pay for return as they did not fit but they did not fit because I was advised by them to order the wrong size ! Very poor customer service. Will not use again
1 novembre 2023
Non scritta su invito
Risposta di Hope Valley Saddlery
Hi Susan,
Thanks for taking the time to leave your feedback, I am very sorry to hear that you are disappointed with our service on this occasion.
With regards to you not receiving a response to your email, I am very sorry about this - our customer service team clears their email inbox each day so I am unsure why you did not receive a response on this occasion.
We have had lots of customer feedback to advise that these riding tights come up a bit on the smaller side, hence us adding this into the product description. The majority of customers, along with our own staff, have found the next size up to be suitable for them so I can only apologise that this was not the case for yourself.
It does state on the 'Returns' page on our website that free returns labels are only provided in the case of an item being faulty or damaged upon arrival, or if the incorrect item has mistakenly been sent to you. Issues with sizing or if the item is simply unsuitable is at the customers cost to return I'm afraid.
Again I am sorry to hear that you are disappointed in your experience with us.
Many thanks - HVS Customer Service
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