Friday, January 17, 2014

Why I am a loyal Dover customer

I know, there are lots of folks who would argue with me about Dover. Their shipping is slow and expensive. Their products can be found for less money at other stores. Those *@(&#^ "Best Sale Ever" catalogs aren't really great sales - they just claim it's a sale off the "list price," wherever that number comes from. These things are all absolutely true... and yet...

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.

28 comments:

  1. Austin store is the most dangerous. I now have a "need" aka reason to go there, and I am terrified for my bank account's safety.

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    1. I agree. I'm glad it's on the north side of town and I'm not - I have to have a really good reason to make the trip up there!

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  2. Wow! That's awesome. Wish there was a store closer to my house!!

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    1. Having a store close by is a double-edged sword...

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  3. That's neat, I didn't realize that they actually honored their 100% satisfaction guarantee like that. I love Dover Saddlery, if only there was one near my house!

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    1. Having one near your house seems like a good idea now, but when you walk in and see all the pretty things, your bank account winces!

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    2. That's true, I didn't think of that. If there was one by my house, TLC would end up having to make a reality TV show about me called "Tack Hoarding: Buried Alive."

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  4. Glad you had a good experience with them! I can't say I have had any great or horrible experiences.

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    1. Having a Dover store less than 20 minutes away is dangerous for one's checkbook, I assure you.

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  5. Awesome! I've always had good service from them and I know they've stepped up their game to meet SmartPak's challenge and I think they've done so well. So glad they could help you out!

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    1. They really have stepped up their game in the last few years. SP is great too, don't get me wrong, but Dover's customer service wins hands down.

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  6. I've had good experiences with Dover... My nearest one is an hour (or more, with traffic) away in Dallas though so I've only been to the actual store once.

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    1. It's probably safer that way. Otherwise, you'd be tempted. So tempted.

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  7. I've had great experiences with their online ordering before, and they are usually the first place I check out!

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    1. AGH, glad to hear someone has had similar experiences!

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  8. This is why I get a lot of human stuff from LLBean, 100% satisfaction guarantee, no receipt needed, no questions, and quality goods.

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    1. LLBean is another great store for customer service and quality products. Love them!

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  9. About eighteen months ago I got a dressage coat from Dover. It was a gift from a friend. It didn't fit, and after six or eight weeks I got around to exchanging it. The second one didn't fit, either. And I didn't get around to returning it, and it hung in the closet, no closer to fitting me than before. Until last weekend, when I returned it to the store, and ordered a third one, which should arrive next week. No problem, no questions - after a year and a half.
    REI, by the way, has a similar policy.

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    1. That's great about the coat. Now we just have to find a show to take you to where you can wear it!

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  10. Thank goodness I don't live closer to an actual store. :D

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  11. My breeches and helmet come from Dover. I never had to return anything, but from what I've heard, their customer service is great.

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    1. AG, I'm glad you like what you ordered from them!

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  12. I wrote a really similar post about Dover a while back and got VERY mixed responses. But much like my hometown hero, Nordstrom - I have found that in the long run, the slightly elevated prices more than pay for themselves with the service. I do buy from SmartPak quite a bit now and think they provide similar support, but I always give Dover a last look before buying something...

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    1. Gingham, I remember that review and the mixed results. I think I'd be less enthused if they weren't right her in town now, but I have always loved their customer service.
      And Nordstrom is a great place to shop!

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