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Business Profile

Saddles

Dover Saddlery

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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:05/30/2023

    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.
    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

    Date: 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

Dover Saddlery is NOT a BBB Accredited Business.

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