Hope Valley Saddlery Avis 

Placed an order 5 days ago no email to say it had been disptached or any further communication to let me know whats happening with my order this is the 3 rd time I have had to chase up orders customer service is so poor I shall not be ordering from you guys in the future .

Customer service was excellent. Was hesitant to place an order after reading some of the reviews, but glad I did. Service was excellent and delivery was quick, will be ordering again in the future.

Really easy transaction, great value, quick delivery great communication

Just had my second order- boat shoes delivered. Great product and price. Service amazing- ordered Friday, delivered on Sunday by DPD

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 !

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

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 😁

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!

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!!

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.

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 🌟

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

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 :)

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.

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!

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.

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

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

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 :)

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!