Hope Valley Saddlery Avis 

I just wanted to pass on huge thanks to you at Hope Valley and Callum in particular for getting my order to me in time for my holiday tomorrow! Amazing service and so polite and helpful.

What a prompt great service, was recommended by an equine professional and I can see why. Would highly recommend. I had to return a faulty item and was returned back within 3 days of me posting it and no questions or moaning. Highly recommend. Thank you again - I will definitely be back.

A fantastic customer service experience. A stressful situation created by myself was made a whole lot easier by the staff going out of their way to help. A company I will definitely be ordering from again.

Ordered a riding hat after searching the Internet for a colour-way I was struggling to find elsewhere. Was assured online sales of hats were returnable, which was great. Helmet arrived yesterday, it's beautifully boxed and fits perfectly. All communication with customer service was prompt and helpful. Will definitely order from Hope Valley Saddlery again.

Brilliant shop. Super service, knowledgeable staff, quick and straightforward dispatch. I love shopping here.

I was nervous to order because of some of the below comments but it came super quick, full order . Very happy with it all

Hope Valley are great. I had to do a return recently simply as the item didn’t fit me and they were so efficient with it and gave a very personalized service
I’ve bought frequently from them and find their range of products is wide, good quality and great value.

Purchased 2 rugs for a value of £83.98 but by the time the checkout process was completed, it said that one of the rugs had sold out and therefore the order hasn’t gone through. I also didn’t receive a confirmation email. However, this hasn’t stopped them from adding the charge to my credit card. I paid through Apple Pay and am currently awaiting a refund. Very frustrating experience.

Absolutely terrible service. No email to confirm the order and when I called to check 5 days later I was told somebody would ring me back with an update. I then received a random email showing a receipt for half my order. A call eventually followed to advise the main item (dog bed) was out of stock but the other two items had been sent. I am not paying £5 delivery for a few brushes so have cancelled the order in full. The reason given is they are too busy to keep on top of stock levels! Don't offer an online service then as you clearly are not in a position to do so. Very unhappy with the whole situation and considering I have 5 dogs, 4 ponies and various other animals they have lost a potential new customer as I will never order again

This is going to be a long one, I don’t normally take the time to leave negative reviews because I understand things can happen but at this point…… well read for yourself.

First order - ordered a rug. Received an email days later saying there was a stock issue. Ended up receiving a refund.

Thought I would try again.

Second order - The weather took a turn. I decided to order the Arika showertek in navy. It was available for immediate collection at the Buxton store. Over an hour away from me. Localish shops to me only the light colours available so I ordered early from hopevalley with the intention of setting off for immediate collection. The email confirmation then states don’t go to collect until you have a phone call. So I called ahead and they said they would check it was there?
After 2 hours I said I need to leave as it’s so far, told them I was going to set off and if it turned out to not be there please call me asap and let me know and I will divert to somerford Cheshire (coming from East Midlands!!) they were aware of this and still chose not to call me. They waited for me to arrive to Buxton to inform me that it wasn’t there. Order got cancelled.

Why I tried again is beyond me!

Order 3 - ordered a large order of items. All showing in stock. Waited again to be informed some items were due in soon. Agreed to wait. Only to then be told 3 of the items were unavailable and hadn’t come in and they would ship the rest of the order but I couldn’t get the rest. The rest of the order was cancelled.

I then have tried again (don’t judge me)

My horse started sweating up across his shoulders and neck in his Arika ripstop. I needed a lightweight asap. Ordered a rug that was showing in stock. With previous experiences in mind, I went onto the live chat the next morning to ask if the item would be arriving, where I was told it had been despatched and would be arriving the next day.
The next day comes and passes and I open my emails to find an apology that there is a stock issue and it’s going to be a while before it arrives? It’s marked as despatched and funds taken.
I was offered an alternative of an amigo ripstop. I didn’t want another ripstop, I needed more of a rainsheet. Saw the Arika featherweight showed as in stock, asked to swap to this, to then be told that it wasn’t in stock, it was ‘on order’
I emailed back asking to cancel my order and the emails have stopped. Replies before that were pretty quick.

In all honesty the stores are great however the online service is a shambles.

The customer service team try their best and are always very apologetic. I feel sorry for them to be honest. I can only assume from other reviews that this is a regular problem.
The company needs to be honest on their website about their availability of stock. Duping people to order online with the promise of it showing in stock isn’t ok.

I will never order online from Hope Valley again and my advice to others is don’t bother unless you are happy for a potentially very long wait.
The fact my non horsey partner laughed at me on the 4th order when I told him where the rug was coming from is very telling.

It’s a shame.

Decided to go to the clearance sale at Buxton 1hr 45 minutes away from home so not on our door step but our choice to go . In comments on social media i checked it was dog friendly to take both our dogs. On arrival very busy that’s fine but as approaching the entrance great dane came from nowhere no lead and nobody with it decided to have a go at my dog . I managed to get the attention of a women and young girl at the entrance to be told by older lady to put my dogs back in the car as the dane lived there and could do what it likes . The tone and attitude was horrendous from this women young member of staff looked embarrassed as so did i looking customers. I went back to have another word to ask for a manager as disgusted other lady there also was rude . Never again this dog left roaming around busy with cars they didn’t care what dog did . Never again rude beyond words wouldn’t have minded if spoken too politely . I did get a call back but the dog will still roam unsupervised for any situation to happen

DREADFUL ILL NEVER RETURN
selling items not that are not in stock, then leave you waiting a week to inform you not in stock then leave you waiting another 2 weeks for a email reply so I rang customer service who have no care in the world and are definitely more than happy to loose your custom SHOCKING NEVER AGAIN

Exceptional customer service. There was a problem with an item lost in transit with DPD, the Hope Valley Customer service team were incredibly helpful and solved the issue straight away (Ebony was awesome). Their communication was succinct, polite and effective. I have bought several items from Hope Valley and will again. Excellent.

Absolutely awful service from Hope Farm saddlery. I ordered 3 rugs which took 10days to dispatch even though their website promises 1-6 days. 3 rugs ordered only 2 arrive with no notification regarding the missing rug then after a phone call to customer services who couldn’t care a less was told that the missing item was out of stock and I would eventually get a refund but they had a huge pile of similar complaints to deal with first! I’m not surprised 😂 won’t trust them enough to buy from again as it seems it’s pot luck if they actually have the item your ordering!

Staff at Hope Valley are super friendly and have always been incredibly helpful. I bought a beautiful coat and the staff at HV Kelsall were so helpful as I needed a smaller size, they were on it and found the right size at Somerford and had it sent over. The other size was there for me within 3 days!! I also bought some new brushing boots and both the coat and boots were super value. Can’t fault HV at all 💙❤️

Went to Kelsall shop and could quite easily have spent a fortune ..Friendly knowledgeable staff with quality items available and also some amazing bargains ..Will be returning with my two daughters and their dad’s credit card .!!!

This isn’t the first time this has happened hence the negative review. I placed my order and over a week goes by so I’m waiting for it to arrive, instead I get an email stating one item was NOW out of stock and there was an error in the system. Anyway my other item was dispatched, a pair of socks so I was charged £4.99 delivery for a pair of socks to be posted through my letter box. I did ask if this could be refunded as the error was their end and the “error in the system” wasn’t my fault? I wouldn’t have ordered just a pair of socks but I was told no. So I will be shopping elsewhere in future.

Visited the Kelsall shop and it was horrendous. Overflowing with stock to the extent that you can't actually find anything, rubbish on the floor, clothes strewn all over the place, boxes blocking the aisles (totally blocking some sections off so you couldn't access them), stock piled up on the floor so I had to shimmy sideways to get through. Won't be returning -there are far nicer, more well laid out local tack shops than this.

I ordered a Reincoat from this company on 23rd September. It was advertised as in stock and I expected to get it within a couple of days. I had chosen Hope Valley Saddlery because the Reincoat website was giving 1-2 week delays on the same item and I needed it sooner. I received a call from customer services to say that there would be a delay of 1-2 weeks before they could source the item. Obviously not in stock and sourced from Reincoat. However, I continued with the order in the hope that it might be slightly quicker than re ordering. I still hadn't received the order by 13th October and contacted them to chase it up. I had an e-mail apologising and telling me that it would take another 1-2 weeks. I have cancelled my order with Hope Valley Saddlery and gone directly to Reincoat. If I had done this earlier I would have my coat by now. I had used this company a few years ago and had a poor experience at the time with a lengthy delay in receiving my order. However, this occurred during the Pandemic and I gave them the benefit of the doubt. I won't use them again and wish that I had looked at Trustpilot first. I can also see that they don't reply to poor reviews so obviously not willing to make any attempt at improving their service or at remedying the inconvenience caused to customers..

I ordered a Tommy Hilfiger Jacket that was advertised in their sale online. They confirmed the order no.259967 at 21:25 9 October by email. On the morning of Friday 11 October I emailed them for tracking information and I received their email response at 17:10 the same day.

Quote ‘I am so sorry but unfortunately we have encountered a stock error with the
Tommy Hilfiger down jacket - L you have ordered, we no longer have any of these available and cannot source them from our supplier either. I can
only apologise for this issue!

I wish I had checked Trust Pilot before placing an order and I could have avoided this totally unprofessional cowboy operation who advertise items they clearly do not have.

I hope people read the reviews before running away from this outfit as fast as they can.