I always go to Hope Valley Saddlery when I want to do a good horsey shop - they have an excellent range of stock online and always some great bits in the sale too. I’ve never had a negative experience when shopping with them and would definitely recommend them to a friend!

Ordered a few items online - received them fairly quickly but discovered they had sent the wrong size in overreach boots. I emailed them and was told to return them via Collect+ and include the invoice indicating if I wanted a refund or exchange. There isn’t a Collect+ point in our town so didn’t want to waste my day off repacking & making a special journey to queue up to return an item costing £10, particularly when the error was Hope Valley’s. I decided to return them to the store at Somerford, but found they were out of stock of the size I ordered. I found a coat in store but rather than apologise for their error and take the refund cost off my purchase, (the computer said no) - I would have to wait up to a week for a refund. Each interaction has not left a good impression, but a total lack of consideration that their mistake was causing inconvenience disproportionate to the cost of the item. I won’t be buying anything from them online again and decided to go elsewhere for a coat.

Disappointed and surprised that a company can con you out of having to pay multiple postage costs when exchanging goods especially seen as item was sized incorrectly. Will not be using this company again as it has now cast me more in postage that goods cost!

I bought breeches from one of their auctions but they were really strange sizing not matching previous pairs. They would not allow me to return the breeches even though as a business they legally have to breaching the sales of goods act. Don’t know how they can run a business like this! I’ve bought loads of equestrian items from them over the years but never again.

Ordered my boots on Monday and they arrived this Wednesday. Customer services were quick to reply to my email. Really happy with the service I received. Thank you.

I ordered from Ireland and as there are now customs charges most companies are covering these costs. I contacted hopevalley before placing my order and was assured they cover this cost. However they do not. I then paid this charge and still no package. They told me they will receive it from dpd tomorrow and would they send it again. I would then have these charges and it probably wont arrive again.

Truly shocking company! I have been a fan of hope valley for years. Before the pandemic we would drive two hours to there somerford Park store as they have such a great selection. I have recently decided to order some boots as mine looking worse for wear. They had the shires nella boots at a very good price so decided to order two pairs. Received an email stating boots out of stock and that we would be refunded. Disappointing but I appreciate these things happen. A month later they had a different size in the boots That would be suitable for my mum, so I emailed the contact form on the website to confirm the actually had stock this time. I was contacted to say they had several in stock and assured me I would receive them if I ordered. I ordered straight away on a Thursday. I kept checking the order throughout the weekend and it simply said ‘processing’ on Tuesday I receive another email stating boots out of stock and I would be refunded. To have confirmation of stock minutes before ordering and still not receive the stock is alarming. I emailed back expressing my distress and they didn’t bother to respond. This company are useless and should not operate an online presence as they obviously can’t handle it. I would now rather use a more expensive and trustworthy retailer than be dissapointed by hope valley. I used to enjoy our day trips to somerford Park store but I will not be making the journey any more. Very sad.

Because of the bad reviews I read here I telephoned their customer support service to check they had what I wanted before placing my order. They were polite and helpful and said they had what I needed in stock. I placed my order on a Thursday afternoon and my riding tights (fab by the way) arrived Saturday morning. I would definitely use again based on this experience.

After returning an item which they agreed had marks on upon arrival from their company they forwarded a return label. So I packaged the item up and off it went thinking I'd be refunded on receipt of return. Not so, in fact they are disputing its arrival despite the fact the tracking for the courier company provided by hope valley states "delivered" (4 days ago). Very concerning and bases on this kind of dishonesty I'd encourage you avoid purchasing items from this company.

This company breaches consumer legislation by refusing to refund original postage costs. They will tell you over and over they don’t need to despite being pointed to the legislation. I wonder how many are conned out of £4.99 every time they return something for a refund. I had to get mine refunded through a PayPal dispute. I’ve used this company for years but after this, never again.

Amazing service and great knowledge on my new equine equipment. Would recommend give them a try.

Absolutely horrific service, I ordered a saddle pad near enough four weeks ago only to be told a week later after 3 emails with no response, that they didn’t have it in stock , fair enough, and was asked if I wanted to get a refund or purchase something else and get a part refund. I asked for a different saddle pad and was told it would be on the way soon. A week goes by and I haven’t received anything so I email again to which they respond by saying they had to order it in from another retailer and should be here by the end of the week. It’s now Friday and I’ve just had an email saying the item is out of stock and won’t be available until 29th March. It’s been so hard to contact them and gain a response and I won’t be wasting my time here again.

First time ordering from Hope Valley. Ordered 3 Le Mieux items. All in stock, dispatched and arrived within 4 Days of ordering with tracking to ensure I could be in for their arrival. Would use again.

Terrible service. I ordered some riding boots for my daughter for Christmas. Made the order on 7th December. They finally arrived on 7th January. Unhelpful unfriendly. No follow up to make sure they had arrived after my many emails and fruitless phone calls. Will never use them again.

PLEASE DON’T ORDER FROM THIS COMPANY - you will be very angry and disappointed. Placed an order on 22/12/2020 - spoken several times to customer service to chase as two items were a gift for a friend - apparently they have to pull stock in from several areas and then a manager may take 20+ orders out of 50 to post. Customer service polite and understanding but company fundamentally flawed with operating procedures. Also if you purchase anything from the sale, expect to receive an email saying item out of stock two weeks after placing and paying for order. This is not acceptable and shoppers should look and shop elsewhere with a more trusted company. Dreadful.

If I could give less than one star I would! I ordered an item from the advent calendar on the 22nd Dec - when I’d had no delivery details almost 3 weeks later I emailed to find out what had happened to my order - I had to email twice and send a message through fb before I finally got a response to say that a mistake had been made and the product I paid for wasn’t available after all - they have an almost identical product available at the same initial cost on the website but can only offer me 25% of this product, meaning I would have to pay an extra £35 for the same product I had already ordered and paid for 🤷‍♀️ Obviously money more important than keeping a long time customer happy, who has spent £1000s with them over many years - I will never spend another penny with them

If I could give less than a star, I would. Ordered a set of Lemieux Heritage Beige Bandages & Veil in the advent deal on 23rd (Over two weeks ago). They’ve billed me and taken the payment but it’s now 7th Jan and the items still haven’t arrived, plus there’s very little communication from them also NO APOLOGY or anything from them! . I had to go out of my way to ring them, for them then to tell me they don’t know what’s happened with my order & there would be other alternatives to offer (ie swap for something else) then ask what the options were to be told just a refund 🙈)!! I had no update as to what happened with my item for 2 weeks! I had to ring them! All they say is that they’re behind. Think twice before you order from them. I won’t be doing so again!! Still not responding to emails either 🤬🤬

Have ordered online many times over several years. Online orders arrive promptly. Helpful customer service.

Absolutely awful, paid for a premium delivery and was told it can take 10 working days to disptach after not recieveing the item. Then told would be with me next working day. Checked with courier who has not had the parcel yet and today is the day it was meant to arrive. Spoke with the service team, no apology, no sympathy and dodged my request for a refund and also an escalation of complaint or to speak to a manager. Definately learnt my lesson and should have checked the reviews before purchasing. Still no item or refund. Now had to take up with paypal.

Ordered a rug more than two weeks ago. They’ve billed me and taken the payment but it’s now Christmas and the rug hasn’t arrived, plus there’s very little communication from them. All they say is that they’re behind. Think twice before you order from them. I won’t be doing so again.