Dover Saddlery Reviews

Some items here worked for me, some didn't, but the staff was really nice when I came in looking for help fitting a show coat. Overall pretty satisfied. Four stars seems right.

I ordered three different items and every single one was described wrong on their site. Had to send them all back for exchanges. What a hassle. The exchange process dragged on for weeks and I ended up having to send six separate emails to support. By the time their exchange team finally processed things, the items I wanted weren't even available anymore. They basically ghosted me and didn't bother updating me or offering any refund option until I sent yet another email. Not worth your time or money. There are way better online stores out there.

Dover Saddlery has consistently delivered amazing customer service. I had a disappointing interaction with another company earlier this week and reached out to Dover instead. They totally came through for me and they're definitely my first choice for anything my horse needs. Plus their shipping is super fast!

Dover advertises a 24-month warranty extension on items, but in my experience that's misleading. I own a blanket I purchased that I barely used, and the front closure stitching came apart. The blanket itself had no tears or damage. When I reached out about this, they took forever to respond and even ignored my first email until I sent it again with pictures from their own website showing the warranty promise. They weren't interested in helping at first. I used to shop there regularly but decided to look elsewhere. Update: After weeks of back and forth starting in early January, they finally agreed to replace it. They didn't have my size in stock, but offered me a credit to purchase a different turnout sheet instead. I'm bumping this to 3 stars because they did eventually make it right, but it required a lot of persistence on my end. Four stars probably would've been more fair if they hadn't made me fight so hard for the resolution.

Had a frustrating experience with Dover's customer support today. I ordered breeches using a buy-one-get-one deal and both items were definitely in my cart before checkout with the promo code applied. Got my confirmation email and realized only one pair showed up on it. Called to speak with someone about this and had to repeat myself multiple times that I wanted to cancel the entire order, which I'd placed just the day before. Instead of canceling like I asked, the rep kept suggesting I accept a different clothing item instead. I was very clear: cancel the order, period. She said she'd try but didn't sound confident. That's it for me and Dover. I'm not interested in giving them my money just to have them mess up a promotion, stick me with an $84 charge, and force me to deal with returning the wrong item. Really disappointed. The rep handling my call was Caroline. Hopefully Dover listens to their recordings.

I've purchased multiple items from Dover and everything has been fantastic. The quality is really impressive and their customer service beats anywhere else I've shopped, even for things other than horse supplies. The staff is friendly and actually knows what they're talking about, they answer your questions quickly, and they stand behind what they sell. I'm sticking with them. Thanks for being such a solid company, Dover.

I bought two pairs of ladies Ariat paddock boots from them over the years. I hardly wear them and never rode in them, just love them with leggings for the ankle support. I take good care of my things, keep them in my closet, never got them wet or left them outside. One pair just shriveled up like it was mummified while the other stayed perfectly fine. I sent pictures to Dover and they said to contact Ariat instead. Both companies basically told me there was nothing they could do. There's no logical reason one boot would be perfect and the other completely destroyed unless there's a manufacturing defect. I'm not even asking for a full refund, just a replacement pair. These aren't high end saddles or custom coats, they're regular boots off the shelf. I'm done shopping with both Dover and Ariat.

I'm really frustrated with Dover. Spent $250 and was promised a $100 promo gift card by email on April 27th. That email never showed up before their tent sale event, so I couldn't use it. Plus they were selling damaged merchandise at that tent sale claiming it was just inventory clearance, and of course it was final sale, non-returnable. Should've known better than to shop there. They've gone downhill since being bought by that equity firm Promus last year. Not stepping foot in their store or ordering online again. Edit: Dover's customer service responded to my review trying to make it seem like they'd actually help, but I already called them before posting this. They completely refused to do anything to make it right. Not impressed.

I've never had worse customer service in my life. I needed a replacement part for an expensive rug and they interrogated me about everything - when I bought it, why I bought it, where I bought it, which store, what email I used, you name it. After being grilled, one agent said I could purchase the part myself. I agreed to buy it, but then I couldn't find it on their website so I asked for a link. A different agent's response was that they don't actually carry that part and my only option was to spend another $200 on a completely new rug. This is hands down the worst customer service I've ever experienced.

One of their staff members, Beth, spent a lot of time on the phone with me going over details and answering all my questions. She really knows her stuff and has a great personality. Dover is lucky to have someone that knowledgeable and approachable on their team.