Hope Valley Saddlery

3.5 (435 Reviews)

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Hope Valley is a family-run business specialising in everything for Horse and Rider. A leading UK Equestrian retailer bringing the best of equestrian brands, at the most affordable price!

Reviews 435

3.5

Out of 5.0

Gillian Mahoney

Oct 24,2020

Hopefully my issue is now resolved

howie

Oct 24,2020

great company where i buy a lot of my horse and pet gear from at a good price would defiantly recommend

Charlotte

Oct 21,2020

Prompt service, delivered very quickly, would recommend buying from here!

Ciara Doyle

Oct 14,2020

I placed an order last week, but didn’t receive an email confirmation. After finding these reviews I was really wary. However I rang Hope Valley Saddlery and spoke to a lovely lady who checked to confirm they hadn’t received my order. She then checked for me that the item I wanted was in stock before I ordered again. I ordered online last Friday, received confirmation email, then several emails and texts with delivery details. Order arrived yesterday, Tuesday. Absolutely delighted. I don’t post many reviews, but felt I should post my positive experience.

J Broom

Oct 03,2020

Read the reviews before ordering! Very slow to dispatch and delivery, even though they say they pride themselves on a quick delivery !! Could have gone to tack shop quicker and for same price! Rude unhelpful and unapologetic customer service to be honest would have cancelled but getting a refund sounds like a monumental battle reading other reviews!

NCB

Sep 28,2020

placed online order on 6th Sept (helmet, 2x gloves & notepad) and not delivered until 26th Sept. Having not received a confirmation or update emails all i could see on my account was order was 'processing'. Chased up via 'chat', email and phone call over a week of wasting my time. .fobbed off on all & their website went down promping concern they were going under. Finally on ringing a 2nd time a lady did look into and said items were now in stock and would be delivered the next day. Tbf they were. However this was my first (& will be my only) order with them. It shouldn't be this hard and time consuming to shop online. Very poor customer service in selling items they do not have in stock without making customer aware- or any contact to say order delayed etc. 20 days to get items is ridiculous. I didnt read reviews until chasing up my order. These issues of selling stock they dont have, orders taking ages, no updates and website issues have been going on for months according to reviews. Many other places to shop that will be quicker and more efficient. Take note ...you are getting a very poor online reputation!

Karen Wilson

Sep 24,2020

Having read the terrible reviews after placing my order, I was naturally concerned. However, I have to speak as I find and report that my items were dispatched and received in good order within 4 working days. I received a text message on the day of delivery advising the delivery window time. I have received a good service - no complaints.

Rachel Dennett

Sep 12,2020

Avoid ordering from this company- they used to offer great customer service but this year I have been let down on a number of occasions. Website lets you order something, money gets taken from your account and then 2 weeks later you get an email saying item is out of stock. What a shame. Will never order from them again.

Emma

Sep 11,2020

Absolutely shocking service! Will not be ordering from this company ever again, and I recommend nobody else bothers either. Ordered a pair of £82 stirrup leathers 3 weeks ago and still haven’t received them, 2 weeks in and all I had received was a order confirmation email and on their site under my account it still said my order was being processed. I rang up about where my order was to be told they “didn’t know why it hadn’t been dispatched”, how helpful is that! Was then told someone would ring me back the next day to let me know what was going on, gone 4pm and nobody had bothered to call me so I rang again. This time I was told that they were waiting on their supplier to deliver the stirrup leathers too them, a simple email saying my order was delayed could have been sent out during the 2 weeks I waited wondering where my order was. I understand that COVID has caused delays on deliveries, but the lack of communication I received is appalling. Finally I was told the stirrup leathers were due to be with them at the beginning of the week commencing 07/09, and as soon as they received them they would send my order out with a 24 hour courier, but yet a week later and I still haven’t received anything. Seriously wish I had read the reviews before making a purchase and saved myself the hassle. I will be contacting my bank and taking this further if I don’t receive my order, and I strongly suggest other people stay well clear of this company.

Alex Pond

Sep 06,2020

Please do not buy from Hope Valley Saddlery. It's fraudulent. I made two orders, neither ever arrived. They stock products on their site which they do not have and cannot get hold of leading on customers for weeks making lies and excuses. I'm not the first to write this review. Please check these reviews and avoid at all costs.

Dave Docking

Aug 17,2020

Very disappointed. Their website said the item was in stock so I paid and went to the store to collect, to find out it was not in stock. I explained it was a medical emergency 3 days later I phoned to be told it still had not been dispatched but would be dispatched in 1-2 days. I don’t believe them, so I cancelled the order and went elsewhere. No communication and no customer care.

N

Aug 08,2020

Payed through finance - had to call them 3 days later asking if it had been dispatched only to be told you have to call them to pay for finance... not once is this mentioned on the website or after you order. Wouldn’t have picked finance had I known. I called almost every day chasing them, my order was posted a week and 2 days later. If they do not send an email or call about your order after 3 to 5 days you really have to keep on their backs. I called every day chasing them as my new horse is without any tack or rugs. Understandably a busy time for the company, but do try pass the blame a lot.

Leanne

Aug 07,2020

Really disappointed with Hope Valley customer service. I have waited 2weeks for my order, it has still not been dispatched, I have phoned twice and emailed twice and have been told on the phone they are not sure why it’s not been sent but will find out and get back to me....still waiting for a call back 4 days later. I have cancelled the order and am still waiting for a refund 2weeks after cancelling the order. I have phoned and emailed but still no refund. I have escalated a complaint through PayPal...Hope Valley sent a tracking code for someone’s order that was delivered 14days before my order was placed. Stay well clear!

MS SARAH HUDSON

Jul 29,2020

Awful customer service. They leave your order in "Processing" for over a week until you start harassing them. Don't bother raising tickets, because they never respond to them. Their Customer Service "online chat" representatives cut me off THREE TIMES when trying to enquire about items in my order. They are so disorganised and it's really disappointing because you want to support local businesses, but Hope Valley have 0 customer service skills, and it's turning me off ever buying from them again. I used to buy from them a few years ago with no problems, but lately they are an absolute farce when it comes to communication and fulfilment of orders. What a disappointment.

Lily Benoit

Jul 27,2020

ABSOLUTELY FRAUDULENT SITE, DO NOT SHOP HERE! Please, please, please read the reviews!! I have placed TWO orders from this site - both times for amounts close to/above £100 and never received any of my two deliveries. It will take months for anyone to bother getting back to you, had to literally chase up the team for weeks at a time via phone and email, and even then, they will not give you a refund. So pretty much spent £200 on nothing. Helen is an absolute disgrace, lying and saying she'll pass on messages to her boss, failing to do so, dismissing your concerns. These people literally could not care less and are clearly content with the scam they are running. Have contacted my bank who will take this further, hopefully their website gets shut down so more people aren't scammed!

Georgina Pullein

Jul 18,2020

Have been buying from here for a few years and it has been excellent but recently I have been so disappointed with the service. Lost parcels, no tracking number and no response to emails. Wont be using them again.

Sofie Harper

Jul 06,2020

Ordered some Brogini kids boots, Ariat jods and gloves. The gloves were on delay I agreed to wait for those. Then I received a package with just the boots with a delivery note for the boots and Jods. Contacted them to say the £60 Jods are missing sent pics of the packaging which was badly packaged and taped so perhaps they could have fallen out. Chased it up a week later was told to fill out a delivery company claim form. They haven’t offered to replace the Jods and 2 weeks later still no gloves either. Ironically the boots ordered were too tight for my daughter but have sold them on as didn’t trust the company enough to send them back! A very expensive mistake spent a fair amount of money and still only have 1 out of 3 items. Would never use them again!

Kate Louise

Jul 05,2020

Really disappointed with the selection of body protectors at your Leeds store and even more disappointed to hear they couldn’t order in the body protectors you have in stock elsewhere that I wanted for me to try in store. The fitter said I was in between two sizes but I would have had to buy BOTH and order them as click and collect in store for me to work out which was suitable. A wasted trip. This seems like a crazy policy given most people will want to try on something as important as a body protector! Your offer of 20% body protectors only applied to two body protectors in whole store as the only others you had were one off sale items. In the end I found the body protector online elsewhere cheaper and have ordered through them. I would have preferred an in store experience and would have paid more for it 🤷‍♀️

Sue Parish

Jul 03,2020

Awful customer service, we sent a pair of boots back for repair after they broke 3 months after we bought them. They are now not replying to emails, Facebook messages or answering the phone. We have no idea what's happening with the boots and are getting seriously concerned about getting our money back if we can't get hold of anyone

Christine

Jun 18,2020

Ordered gift for my daughters 21st birthday online. Took them 6 days to tell me it was out of stock. I have now had to order from another supplier and hoping it turns up on time. Very annoying.