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Business Profile

Horse Supplies

Dover Saddlery Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Horse Supplies.

Complaints

This profile includes complaints for Dover Saddlery Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Dover Saddlery Inc has 4 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/11/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 10/6 I received a marketing email from Dover Saddlery promoting an EXTRA 40% off clearance items. Fine print indicates this would be an additional 40% off ticketed price. I clicked on the email and was redirected to their website. I reviewed items and made a purchase. I was not given the extra 40% off and was charged price shown. When I contacted the company, they stated ticketed was additional sale price. This is not consistent with the email message. I feel this represents false advertising, misleading business practices, and clickbait. Email stated I would receive an additional 40% off ticketed price and I did not. I would like the company to honor this promotion and refund $118.29.

      Business Response

      Date: 10/24/2024

      Dear ******,

      Our apologies for not responding sooner to your concern.  We have gone ahead and issued the refund you requested for $118.29 .  You should see the refund on your credit card in the next few business days.  I am sorry there was confusion with the advertisement and we will work to ensure promotions are outlined more clearly in the future.

      Best Regards,

      Customer Service

      **********************

       

    • Initial Complaint

      Date:07/02/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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 Answer

      Date: 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

      Date:04/03/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:11/21/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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 Answer

      Date: 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,

      ***********************

    Dover Saddlery Inc is NOT a BBB Accredited Business.

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