I ordered a Reincoat from this company on 23rd September. It was advertised as in stock and I expected to get it within a couple of days. I had chosen Hope Valley Saddlery because the Reincoat website was giving 1-2 week delays on the same item and I needed it sooner. I received a call from customer services to say that there would be a delay of 1-2 weeks before they could source the item. Obviously not in stock and sourced from Reincoat. However, I continued with the order in the hope that it might be slightly quicker than re ordering. I still hadn't received the order by 13th October and contacted them to chase it up. I had an e-mail apologising and telling me that it would take another 1-2 weeks. I have cancelled my order with Hope Valley Saddlery and gone directly to Reincoat. If I had done this earlier I would have my coat by now. I had used this company a few years ago and had a poor experience at the time with a lengthy delay in receiving my order. However, this occurred during the Pandemic and I gave them the benefit of the doubt. I won't use them again and wish that I had looked at Trustpilot first. I can also see that they don't reply to poor reviews so obviously not willing to make any attempt at improving their service or at remedying the inconvenience caused to customers..

I ordered a Tommy Hilfiger Jacket that was advertised in their sale online. They confirmed the order no.259967 at 21:25 9 October by email. On the morning of Friday 11 October I emailed them for tracking information and I received their email response at 17:10 the same day. Quote ‘I am so sorry but unfortunately we have encountered a stock error with the Tommy Hilfiger down jacket - L you have ordered, we no longer have any of these available and cannot source them from our supplier either. I can only apologise for this issue! I wish I had checked Trust Pilot before placing an order and I could have avoided this totally unprofessional cowboy operation who advertise items they clearly do not have. I hope people read the reviews before running away from this outfit as fast as they can.

They don't answer my emails relating to a complaint that my boots are not waterproof. Asked me for photos which I supplied and then radio silence. I’ve emailed them twice now and no reply after 2 weeks. It’s just poor service - shame as I’ve bought things here after a recommendation from a friend who has a stable - not been a good customer service experience so far. Update from this morning - I made a final call and got a good reply, its now sorted. They definitely need a better system of responding but at least fixed. Thanks

Showed items to be dispatched next day, over a week later and after several phone calls and emails items still not been sent so will now have to request a refund/ return them all if they ever arrive as they were prizes for our local pony club show! Appalling service!

I was waiting for my delivery of 1 item for two weeks. I emailed on Saturday, got an apology, we will dispatch on Monday first thing. A week later and I still haven't received my parcel. I've requested a refund now, I shall see how that goes. I won't be ordering from them again, very untrustworthy business

Great service, great price, great products. Items arrived quickly. Will definitely buy from here in the future, thank you!

Said items were in stock for next day delivery. Chased them up and customer services (when they finally replied) said they'd had the wrong items sent from their warehouse but would deliver next day. Too late to order else where and items still not turned up 3 days later. Useless. Use Amazon instead.

Second time I have ordered from Hope Valley. Both times items shown on their site as in stock and for immediate despatch were not in stock. First item took weeks to be sent and several phone calls to find out what was happening. Second item I have been told they can’t get in. Will never order from them again.

Good prices but don't trust the dispatch time shown on the items - my last order took 2 weeks to dispatch despite everything being apparently in stock when I ordered. Took 3 emails and 2 phone calls to even get some sort of communication. My most recent order is looking like it will have the same problem. Why offer next day dispatch when you don't have the stock?

Hope Valley is an excellent retailer and I would highly recommend for all equestrian needs! I purchased a show jacket and phoned to ask if I could have delivery within two days as urgently needed, they not only ensured delivery the very next day but at no extra cost!! To add the jacket was much cheaper than other competitors!! Great experience with excellent customer service and very competitive prices many below all others

Great shop with an excellent selection of products at a great price. I recently ordered some Ariats from Hope Valley, and after a month the sole started to come away. I emailed hope valley explaining the situation, they organised the return of the products and then sent out a brand new pair. The customer service was extremely helpful and quick. Would definitely use hope valley again and recommend.

Looking for some Ariat wellies online and came across these guys. Great price, super delivery! Really pleased and would definitely buy from them again.

Top notch friendly customer service and honoured a refund after my parcel unfortunately got delayed in the post. Easy order, kept informed of despatch and quick delivery with no hassles. I couldn’t be happier, neither could my horse. Many thanks team

I ordered some items paid £4.99 for postage it said 2-4 days it’s nearly two weeks and I still haven’t received my items , I’ve emailed them and still haven’t received them.

Disappointed with this company. I was contacted days after my first order to say the product was now out of stock. I had hoped it would have been delivered within 5 days not packaged. My second delivery still isn’t with me because they are using YODEL as a courier. Should have received my item days ago but going round in circles as they claim they can’t find my house and don’t have a local depo. Last time I order.

Simply the best! Customer service really is second to none and always competitive on price. One day will make the 6 hour round trip to actually visit the shop! 10/10 ❤️❤️❤️

Delivery takes ages. I ordered some things 10 days ago and Royal Mail are still waiting for the items…

Easy to order and pay. Both items (clothing) arrived in less than 48 hrs via yodel

Love love love this place never knew it was local to me till google search ..! Second purchase for my puppa duke so pleased with the collar and jacket amazing products and super fast delivery Thank you

Worst company EVER!! !!!!!AVOID!!!! Awful. That said, Hope Valley have a great range of items at a really competitive price, and ordering on the website was straight forward. However, from the moment i placed my order, the whole experience got very stressful, I found myself having to continuously chase them up for information. Firstly I never received a confirmation email when my order was submitted, so no order number as reference should you need to contact them. The money was taken from my bank account the following day. I checked my Hope Valley account in the days after placing the order which stated I hadn't made any orders. I tried contacting Hope Valley via email and an online form to find out if they'd received my order, and never got any response from either. I then contacted them via Facebook messenger, where messages were looked at, then ignored. I was getting so concerned over the lack of communication I was actually starting to worry I'd been scammed by this company!  Eventually someone did get back to me, stating that i'd ordered on a Bank Holiday (not sure why that should matter regarding an automated email confirmation when ordering) and that one of my items had to be ordered in (even though it was showing the item was in stock on their website) i was told this would take  4-5 working days for them to receive the item. Eleven days pass, still no communication from Hope Valley. Two weeks after ordering i contacted them again to be told that the rug they had to order in had still not arrived at their depo. No apologies for the lack of communication, information etc. Customer service is worse than terrible, slow and unprofessional, getting any info from them is like getting blood out of a stone! I got so fed up I asked for a refund. I would never order from Hope Valley Saddlery again, and would not recommend! In conclusion, Hope Valley Saddlery don't care about their customers and the whole ordering process seems disjointed and amateur. In all I would give; 1* Customer service (slow, unprofessional, unhelpful) 1*  Communication (no email confirmation, order updates, ignoring messages etc) 1* Buying experience (VERY stressful)