I pre-ordered items on the 2nd April. They weren't shipped until 20th April AFTER I messaged them to see what had happened with my pre-order (I seen the items were for sale on the website) It's now the 11th MAY and I STILL have not received my items. They ignore emails, Facebook messages and treat their customers awful, clearly just like to take your money and not bother ensuring getting the items to their customers. I will NEVER recommend or buy off them again. Disgraceful service. You asked me last week to submit a form to you to claim via YODEL which I did straight away and you have ignored me ever since even after I asked you to re send the items as its not my fault you use a bad courier service but I was ignored YET AGAIN.

They do not refund return postage or their original delivery charge, so only shop with them if you are prepared to pay £10 for ending up with nothing to show other than your own time being wasted in preparation of the item for return and a trip to the post office. Pathetic.

First time shopping with Hope Valley Saddlery and I'll admit after reading some of the reviews I was a little nervous at first! This wasn't helped by the fact that when I placed my order the webpage told me the order couldn't be placed, so I clicked submit again and was faced with the same error message. However, I received an email from paypal to say the money had been sent and upon checking my account with HVS it said that I had placed the order twice! Obviously concerned I was going to get charged twice for items I didn't need twice, I rang the next day when the shop was open and I can only praise how friendly and helpful the member of staff on the phone was! She reassured me that the first order would still go through and cancelled the second order that I thankfully hadn't been charged for. Cheekily, I asked if she could give me a rough idea of when I would receive my order and she told me that they were waiting on a branch transfer for one item then it would be on it's way, so hopefully by the end of the week or start of next week at the latest. I received an email yesterday to say it was with Yodel and further updates would follow. This morning (Saturday) I received a text from HVS, and an email from yodel, letting me know that my parcel would be delivered in a two hour time slot today. My parcel has just arrived with all the items I ordered within the delivery time slot. TL;DR: I appreciate some people have different experiences but people are often too quick to complain when something goes wrong and few people praise when things go right, giving a skewed picture of a company. I can only praise my own personal experience and the customer service I received from Hope Valley Saddlery and I'm glad I took the chance on them for the bargains I received!! Would definitely buy from them again!

Ordered a couple of rugs, one in the sale and one full price. Arrived within a few days. Great value, quick service. My first order and certainly not my last

Bad customer service....wrong items sent....no real acknowledgement and I spent a decent amount. Will be returning items that I originally planned on swapping but due to bad service will take the refund and will take my business elsewhere - shame they don't care about their customers as they have some very nice products.

ordered a Rambo rug with a free liner back at the beginning of Feb. only to receive it mid march after they had got it in stock without the liner to be told they are waiting on a back order, fast forward 3 months later and still no liner and now being told I will have to wait until Aug. Sept. at the earliest before I will receive this due to no stock from there suppliers. after contacting the brand directly they have told me they haven't had stock of liners for nearly 5 months (2months before i ordered from hope valley) low and behold the rug and liners are still being advertised as in stock and you can take finance out on a mythical item that they don't have and you wont receive for at least 6 months do yourself a favour and don't buy from this company order from your local saddlers where there customers come first How can I receive a full refund when the rug has been worn by the horse ? I have been given the option to cancel receiving the liner that is part of the package or wait until it comes back into stock in the autumn/winter no full refund has been offered Instead of blaming covid on every review which just isn't an acceptable excuse, just admit to a poor stock monitoring system or are you just ordering things once payment from the customer has been received It is a current theme throughout the reviews on trust pilot

The most amazing shop, staff are so friendly and helpful. The shop has everything you need and nothing is too much trouble if you need help from the staff. My little girl has just won the most amazing uvex helmet and we are so happy with our purchases whilst there. Thank you so much hope valley saddlery for a lovely visit and the most amazing helmet. Our favourite shop.

The WORST service EVER! Having placed over £1000 of orders over last 2/3 months and bring relatively happy, my last order has been an utter joke! No order conformation from Hope at all. Contacted them after a week and got an email assuring me it was on its way! Another week goes by..... nothing! Another Email to be told they don’t have what I ordered in stock😡! They offered an alternative and I accepted but requested a discount! Amazingly the correct item was found. I still have no clue where it was found because 3 days later STILL no order, no dispatch confirmation and no email from customer services as promised! Equestrians: save yourself time and hassle and shop elsewhere. Lots of sorts and promises and 3 weeks later STILL no order! I will never use Hopevally again!!

We love hope valley always a great selection and the staff are always friendly and helpful brilliant customer service.

Just don't please use this company. They don't care about their customers. I placed an order for two items that were in stock, after chasing for a week and a half i was told one of the items was out of stock and would i take a substitution. I said yes, expecting them to be shipped. Chased three days later to be told, "they may ship early next week" Just don't use this company.

Ordered item 15/2/21.still not received. Many phone calls emails and lies about delivery. Finally 15/4/21discover there is no stock. Poor Amy got my tongue down phone. Disgraceful behaviour. Do not recommend. Whoever owns runs should be fired.

Awful, dishonest & breaking consumer law. A premium bridle broke after a few uses. Hope Valley refused to refund or contact manufacturer as it had been on sale. I’ve been a loyal customer & spent thousands over the years. Definitely not any more. I contacted the manufacturer directly & they send a replacement within a week. It wouldn’t have cost Hope Valley anything to rectify this.

Brilliant service and happy to help where I needed guidance and information.

Fantastic service, very helpful and knowledgeable staff. Will definitely be coming back :)

Brilliant service in the somerford store. Always happy to help and welcoming. They will literally go through the stock cupboards until they find an item I need.

Helpful, knowledgeable staff, and reasonable prices. I can't say enough good things about the Somerford shop!

Excellent range of products and helpful/knowledgeable staff. Good selection of brands. Easy to park, and open late in the week and on a Sunday.

My first time last Saturday visiting Hope Valley and it certainly didn’t disappoint!. The lay out was fantastic, so easy to find what I was looking for and absolutely spoilt for choice!. Staff were extremely helpful and polite. I will certainly be visiting again very soon!

Great service online and especially in store, the staff are extremely helpful and knowledgable and I love the can do attitude I received from a member of staff when I was looking for a particular rug for my ever growing Friesian this week... best saddlery around by far ❤️

Super choice and in store! Knowledgeable and helpful staff. Will be back soon.