I bought a riding hat from them My mrs went and tried it on it was to small and didn’t have her size in stock They said they would refund me there and then that was over a week ago and still not got my refund I have sent emails but they can’t be bothered to reply If your buying something they can’t do enough for you until they have you money Then they don’t want to know Stay way away

Exceptional service from this company. Made orders late for Christmas and they have arrived. The team have gone above and beyond. Thank you and merry Christmas.

I purchased yard boots from this company within 5 months the heel on the right foot has 2 splits in the rubber and therefore the goods are not fit for purpose. I sent the photos to this company in the 8 Dec 22 and have not received a reply. Terrible customer service. Since this review I have contacted the company and cannot praise their commitment in rectifying problem

I’ve always used hope valley and they’ve always been amazing! My daughter Recently had an issue with an undelivered item, there where bumps in the road new staff and Royal Mail strikes and DPD managing to make a mess of things!! meant it took longer to achieve a refund however I did have a conversation with the CEO of the company and the fact she is prepared to answer a customer and action a refund is amazing! Don’t be put off by using this company despite our recent experience both my daughter and myself will remain customers!

What customer service?! Ordered Black Friday sales and my order confirmation said my order would be ready for collection in 3 days but please wait for a phone call to say it has arrived. 6 days later - no phone call. I called the shop they don’t have my order yet. I called head office they said their computer system was down could I call back. I tried calling back 3 times the same day and no one picked up. I still don’t know where my order is!

Second time I’ve bought from them and had to wait weeks. Even when emailing to say the order I had placed was urgent I got all sorts of BS back. Ordered something that was supposed to be despatched in 2 days and 10 days later with no dispatch. Lost a customer

I placed my orders midday and received the items the following afternoon. I find this to be exceptional service thank you.

I ordered some products online from hope Valley, sadly the package got lost by the delivery company. I contacted hopevalley was greeted with nothing but warmth and a high standard of customer care to help rectify the problem. They could have just told me to sort it out with yodel but instead they were very apologetic and offered a refund or to send another package out at no extra cost. Highly recommend this company! They can't do enough to help! Thanks hope valley!

Excellent sales with great prices, products always arrive quickly and any issues are immediately resolved by customer services. Great range of products and brands stocked.

I ordered several different rugs for our pony to try and although the items received were a little muddled form what was actually ordered, the Hope Valley team were absolutely amazing in getting it all sorted. Quick response, quick exchange, quick refund. I will definitely use them again as it is not about what goes wrong (at the end of the day anyone can make a mistake) it's about how the problem is dealt with, and this team are fantastic.

I regularly participate in HVs weekly auction. Recently I placed the winning bid on a Whitaker stable rug. The RRP was £70, my bid £23. I was so impressed when it arrived! It's by far the nicest rug I've ever owned and almost a shame to let my v.smelly 17 month old filly use. Its difficult when you want the best, but need to meet budget and also have a quick growing youngster that frequently falls between the sizes available. We live on a hill farm a good few hundred meters above sea level, so the weather is often turned up to 11 so to speak, therefore rugging is sometimes unavoidable. The postage is reasonably priced and quick. I've bought items from HVs standard website too and never had a poor experience. Professionally I work within consumer rights and know all too well how overblown and ridiculous peoples negative reviews are, we are quick to criticise and slow to praise almost always! Take the Debbie downers and their 1 star reviews with a pinch of salt. People are very vindictive and overactive these days.

Appalling customer service! Placed two orders within a week of each other from the website. Three days it took them to get back to me for the first order to say that the item was actually out of stock! The second order they didn’t even bother to get back to me. I chased them after hearing nothing for a week, to be told that the item was incorrectly priced and they wouldn’t be sending me the rug I ordered. Never will I order from this utterly rubbish company!!!

Ordered a last minute birthday present for my daughter from them in behalf of her grandmother. I ordered 2 items from this company and I specifically checked that both items were showing as dispatch date 'tomorrow'. Delivery states that orders are dispatched by courier on a next day delivery (apart from small items via royal mail) My items were a show jacket and breeches so not small. I ordered over the weekend so I should have received items on the Tuesday. I only ordered from this site as this would have meant the items would arrive by the date needed They did not dispatch them on the date indicated and when they did, they did not send tracking number, I am guessing because when I did eventually get it from them they'd not used a next day delivery service at all. Do not give false dispatch times on your website and do not state that items are dispatched next day delivery when they are not. When I complained they tried to tell me that yodel would charge £18 for next day delivery..... interestingly they quoted me £5.95????. Items I ordered from another equestrian site arrived when they stated so why can't this company.

Thank you so much to the lovely lady working in the boots section at Somerford today. She must have spent over an hour with me, offering advice and bringing out boot after boot and when the upstairs got busy she calmly went and got another member of staff to help instead of leaving me. I don’t think you’d get that service from any other tack shop on a Bank Holiday! Turns out my legs are a nightmare because I’ve spent too much time in the gym with extra fat calves and size 8 skinny legs/ankles!! But… we did eventually get something that fits and I’m over the moon! This is the third tack shop I’ve been to now and I was expecting the same disappointment but their stock levels are amazing - she just kept bringing out pair after pair until we got something just right! Thank you so much xx

After reading some of the reviews I was dubious about ordering. However I have no complaints. Website was easy to order from. I got a good deal on a pair of boots. They were delivered promptly on the date specified.

Ordered a rug at a great price and was a very quick delivery. It did have a faulty buckle and I also needed a bigger size, so contacted by email and sent it back for an exchange. Although I didn't have any communication saying they'd received it back and had sent the next size out, it did arrive quite quickly and am happy with the purchase!

Sold me a pair of ariat trainers that are printed sample only not for resale. Customer service avoiding my emails.

I have been using Hope Valley Saddlery for a few years, and have always been more than happy with their service - when a rug I ordered was not available, they asked if I minded having an upgraded version. However, they have now surpassed all my expectations of customer services by sending me a brand new pair of Kentucky XC boots as my pair that were about six months old but only lightly used had some of the material wearing off. Very impressed - well done Hope Valley!

Such an amazing and helpful company! I was needing a stable toy for my pony as we were moving stables and she can get upset easily. However I had missed the time deadline for next day delivery. I rang up the team at HVS and they did their best arranging a DPD collection and delivery for a small additional charge. The toy did indeed arrive the next day! Very happy owner and pony! Very helpful and trustworthy company, I 100% recommend!

I have used Hope Valley for a number of years now but today is the first time i had to deal with their customer service. I had bought long boots which did not fit (not their fault at all) but the lovely person i dealt with helped advise the best thing to do and were happy to refund me as I ordered the correct (hopefully) size for me then will issue my refund when I return the boots i currently have. Just hope they get back to them safely but still 5* service so will be continuing my custom with them :)