Derby House www.derbyhouse.co.uk

Don’t bother! Had to open a PayPal dispute to even get my items posted. When they arrived the packaging was dreadful, rug very badly creased and the wraps were very thin. I am not happy with the communication, the packaging or the goods.

Fast delivery, rug fit lovely and great quality, headcollar and lead rope both excellent quality and dog rug was also very nice fit. Highly recommend

I ordered two different sized turn out rugs from Derby House. I received 1 turn out and the other a stable rug which I did not order! I contacted Derby House and was told I had to return the stable rug(yep get that) and they would send me the turn out rug that I HAD ORDERED.

Hassle trying to get a RAN number to send the item back, 3 more emails, eventually managed to send stable rug back via Royal Mail but still NO SIGN of my turn out rug! I contacted them yet again to be told they have received the stable rug back but they are now out of stock of the turn out rug that I ordered weeks ago! I now have to wait 3-5 working days to get a refund back to my credit card, plus the inconvenience of it all, plus the countless phone calls and emails and the promise that they would send me the turn out rug when I first contacted them, of which they did not.

Do not use this Company, it is a shambles!They use call centre service, I feel sorry for them because they are doing their best for a rubbish Company.

Not going to use these again. Ordered a not inexpensive jacket and jodphurs for my daughter. 3-5 working days delivery was promised except 2 weeks later not contacted me, no delivery.

Called up on the ridiculous system - had to request 3 call backs because the phone only rings once before they hang up.

Told that the order was now in stock and ready to be posted but they couldn't guarantee next day delivery. No apology.

There are plenty of other places to buy equestrian goods, I won't use them again.

Absolutely terrible service.

I made an order on 29th November, had an email confirmation to say this would be delivered by 16th December.

I only realised it hadn’t arrived on 24th December when wrapping presents, so I called to chase, cut off once but after an hour I got through. Was told one item was out of stock and they were waiting for stock to come back in, and were hopefully of a delivered imminently. Was told they couldn’t dispatch the items in stock separately.

Tried to call again on 8th Jan as still no delivery, cut off again so emailed.

Finally had a response on 13th Jan to say now other items are out of stock!

This business is a complete shambles, no stock control, terrible service, awful policies on not delivering items in stock (or at least saving the items which are in stock until the rest of my order came in).

I will never deal with this company again.

I ordered some River boots from Derby House on 5 February 2017. Money was immediately taken from my account and confirmation email received.

The boots had still not been received by 13 February so I contacted customer service to ask where they were.

The customer service rep checked and discovered they had not yet been dispatched but I was promised delivery the next day (14 February).

I waited in all morning on the 14th then received a call from the customer service rep at 12.30. She said the boots still hadn’t been dispatched and now they were out of stock so my money would be refunded.

The customer service rep I spoke to was great but certainly not impressed by the service from Derby House!

i purchased a stable rug that was Derby House make. it was generous on the fitting and good value for money. good response when chatting on their web site and received the rug the next day. very happy with my visit to this site. 

I have purchased four turnout rugs described as 'waterproof' all horses were soaked through after one night of light rain!!! When I contacted derby house I was told I would have to send all the rugs back at my cost and that they would then test them all and decide what if anything they were going to do! I also reviews the rug on their website as I was shocked that all the other reviews had five stars... They never published my review!

I ordered a pair of the kinpurnie boots and when they arrived they were too small, I ordered what the website said was the correct size, but when I emailed them they stated the sizes were different for this product. I'm not a mind reader but apparently this is still my fault. I emailed back saying I wanted to return them but they said I would have to pay for this, which I'm not prepared to do, so now they've stopped replying to my emails & im stuck with a pair of boots they are too small. AVOID DERBY HOUSE AT ALL COSTS!!!

Purchased Kinpurnie Boots but when they arrived they were MILES too small. Requested return postage was compensated but this was not received. Exchanged for a bigger pair but they 'lost' my exchange in a 'warehouse move' (I gather this is a regular excuse). I had to call them to press for the exchange to be sent out too me (after waiting nearly 3 weeks). My phone bill arrived and the calls to their customer service dept cost £20!!!

My polite but firm complaints placed on Facebook and Twitter were deleted, my review of the product was not published. I've been blocked from Tweeting to them again yet I sent 1 polite tweet saying how horrified I was that they use a premium rate phone line for their Customer Service team.

Having complained about my phone bill they are "unable to compensate me as there are number of free ways to contact us". Yes there are, but they either delete them or refuse to reply to them. E-mails do seem to be answered but usually with a curt "nothing we can do".

Come on Derby House, you can do better than this...