Dover honors their 100% satisfaction guarantee. No matter what. And their customer service, both online and in-store, is absolutely second to none. Here's my story:
Before the holidays, I posted on the Tack Sale page that I was selling off Saga's old Rambo. There was nothing wrong with it, it was barely used, but obviously an 81 doesn't fit any of our current horses. Nobody was interested in it, and I was thinking about posting it on Ebay just to get it out of my tack room. Then, at the dressage show last month, the organizer (who is also the assistant manager at the new Dover store in town) suggested that I return it to Dover, and tell them my horse had passed away. I told her that I felt really bad doing that, because it was used and I'd had it for a few years, but she said it didn't matter. Besides, I really did need to get a new blanket for Reddums, so I could just exchange it for the same thing in a different size.
So hubby took the blanket (cleaned and in a bag) to Dover, since the store is by his office. They could not find the record of the purchase since it was over two years ago, but they took it back anyway.
I KNOW we bought it from Dover, since at the time it was the only tack store I ordered from, and our (until recently only) local tack shop doesn't carry Rambo so I wouldn't have bought it there. Still, there was no record of the purchase - but the manager very nicely said it was no problem and we could return it anyway. We exchanged it for a very nice medium weight Rambo Wug for Reddums that fits him perfectly.
They've also been super-helpful for me with choosing an eventing vest, even ordering a variety of other sizes/brands from other stores so I can try them on. And I've used their online chat more times that I can recall to ask questions about products - everyone has always been very helpful and professional, without being pushy to make a sale.
Y'all, THAT is why I don't mind paying a bit more for stuff from Dover. I can buy things with the peace of mind that if there is every any problem, I can return it and they will take it back, no questions asked. There are very, very few stores out there that have that sort of policy, and to me that's a value add that I'm willing to shell out a bit more for. Good customer service is valuable to me, and I know I will get it from Dover.
Plus the fact that there is now a store here in Austin... well that's just downright dangerous! ;)
Totally gets two thumbs up!
NOTE: These are my opinions. Dover has not asked me to write this, nor have they compensated me in any way.