Derby House www.derbyhouse.co.uk Reviews

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Latest Reviews

★★★★☆

“Pleasantly surprised at the excellent service!”

Written on: 18/07/2014

After reading all the bad reviews after I had placed my order, I really was expecting the worst. However the only negative comment I can make is that I didn't receive a confirmation email after placing the order which is why I haven't given 5 stars. Everything else I am completely happy with. I received an email informing me that my order had been despatched, 5 days after placing the order. To my surprise it arrived the next day even though I hadn't paid for next day delivery. So all in all I… Read Full Review

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★★★★★

“Fab service!”

Written on: 15/06/2014

I was rug hunting earlier this and came across deny house, after reading the reviews I was apprehensive abour ordering. I'm the end I took a chance and bought a £90 rug for £30 in the sale. The price was excellent for a rug of such quality! The rug was delivered within a few days of ordering and was perfect. It exceeded my expectations. Bargain price, quick delivery and excellent service! What more can you ask for? The rug was true to it's sizing, excellent quality and my pony loved it! The… Read Full Review

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★☆☆☆☆

“They've got 1 star as there isn't an option for 0”

Written on: 05/06/2014 by rwBolton159 (1 review written)

I placed an order with Derby House in January 2014. It is now June and I’m still chasing a resolution. Despite the item being marked as in stock the order took over 2 months to turn up. I called and emailed over 10 times and was met with responses to say it would be in stock and dispatched soon. I was then told my order had been delivered, it had not and none of my neighbours had seen the package. When I next called I was told it was still waiting to be dispatched, I then asked for a refund… Read Full Review

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★☆☆☆☆

“The Worst!!”

Written on: 15/05/2014

Ordered from them nearly two months ago, didn't get a confirmation email first of all. Called after a few weeks when I still hadn't heard anything about the order, apart from the fact that they had taken the money from my bank account four days later. Called them a few weeks later and they said the item was out of stock (which they didn't let me know about and wouldn't have if I hadn't called them) and they would give me a refund (which they also probably wouldn't have let me know about)… Read Full Review

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★☆☆☆☆

“bad service. no goods but money still taken.”

Written on: 29/04/2014

Have not received legstraps ordered early Feb 2014. 10 emails and numerous calls and twice told order would be sent by express have still not got it or even offered our money back. Call centre just fob us off. What's disgraceful is the way the money for the order was taken from our account with no intention of sending the order. That is fraudulent. How many other people have been caught this way? Glad we never ordered rugs that we needed as well as would be well broke by now. Disgusted is only… Read Full Review

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★☆☆☆☆

“Still no Refund!”

Written on: 23/04/2014 by Yaritza118 (1 review written)

Ordered 4 riding hats on the Sale Feb 26th. Waited and finally received 1 hat about the 11th March saying rest of the order to follow. Sent an email and had a reply saying they were awaiting stock. I telephoned them again and they stated the order had been cancelled. Didn't bother to email me to let me know. I was promised a refund which can take up to six days apparently. Three phone calls later and an ignored email I am still waiting. This company is shocking will never buy from them again… Read Full Review

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★☆☆☆☆

“Order Placed 11th December 2013. ”

Written on: 31/03/2014 by JacobsGrandfather (1 review written)

Item described as in stock & 24 hour delivery. Christmas present for my wife, still haven't arrived received an email in March from them stating goods expected to be in stock by May. Asked for my money back, I have sent umpteen emails still no sign of my cash, email received on 17th March again from them saying my card has expired, sent a return email on the same day, still no cash, resent the email 24th March still no cash. This is, without any doubt a totally incompetent and deceitful… Read Full Review

Denver22's Response to JacobsGrandfather's Review

Written on: 03/04/2014

Keep on trying. It took me 6 months to get my money back for goods they eventually admitted they never had in stock. Took threats from trading standards (contact them, they are interested).

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Kglblue's reply to Denver22's Comment

Written on: 03/04/2014

My refund went into my account today, I had no correspondence, but my wife posted my woes and worries re Derby House on Facebook and they dealt with her, directly on her Facebook page. Strange seeing as it's my bank account and I was the paying customer, I thought the data protection act didn't allow this? Any way I got my cash back, of course, they had it in their bank account from the 11th of December until now and not a single email message or phone call to me in response to my 6 emails. Thanks for your message of support Denver22, appreciated.

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★☆☆☆☆

“Avoid this company at all costs”

Written on: 24/03/2014 by LizbethBaird (1 review written)

Same problem as last two reviews, advertised rugs for sale that didn't arrive, umpteen phone calls later they have charged me £50 for 1 rug instead of 2 for £60. Don't answer emails and rubbish customer service… Read Full Review

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★☆☆☆☆

“Avoid this company!”

Written on: 20/03/2014

I ordered 2 rugs in the sale. After 10 days, no rugs, I rang them up to be told that they had been dispatched and I would receive them on the Friday or Monday. After not receiving them after a couple of weeks, I checked my account on line only to find my order has been canceled without my notice. I rang them up furious and the advisor on the phone explained that they had all sold out. I asked why I had been told that they were on there way and why nobody had actually got in touch to say the… Read Full Review

Pocketfullofsunshine's Comment

Written on: 15/05/2014

Disgusted is right!!! They always have this "out of stock problem" that they never contact people to inform them about!

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★☆☆☆☆

“never again”

Written on: 20/03/2014 by Babyjane86 (1 review written)

Ordered 2 rugs in stock 8wks ago. Every week I ring I get told theyr coming the week after. Spent £25 on phonecalls to be continuously lied to. Only time I got any contact was today to tell me theyv banned me from their page due to my language. Like il be using them again...robbing rude miserable liers… Read Full Review

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★★★★★

“Great Quality Rugs!”

Written on: 14/03/2014 by TessaHutchinson145 (1 review written)

I heard a lot of bad things about Derby house after I ordered a rug from them. I got a great bargain and it took 2 weeks to come. The rug is very good quality and I am very happy with it. I must admit as soon as I read the reviews and lots of comments on their Facebook page it got me scared and I wanted to cancel my order. After one week of no rug I messaged them and they got right to it. My rug arrived 5 days later. Thank fully I was in no rush and ended up getting a great bargain. I paid… Read Full Review

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★☆☆☆☆

“shocking company”

Written on: 11/03/2014 by usDolan183 (1 review written)

boots delivered, wrong sizing. sent back, cost £13, 2 months later no refund yet. Trading standards involved. Worst company ive ever dealt with, lie after lie… Read Full Review

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★☆☆☆☆

“Delayed refund”

Written on: 07/03/2014 by Woldswanderer (1 review written)

Having ordered some Kinpurnie and snow boots in early December, when they arrived it was evident they were not designed for the average person, only just fitting one of my colleagues who takes a small size 4 (these were size 6 and VERY narrow). So, I returned at my cost (around £13). I rang to chase the refund on at least 5 or 6 occasions, and on each one I was given the same story - Oh, I can see it has not been done, we will do it now etc etc. On 14 Feb I was becoming increasingly fed up and… Read Full Review

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★☆☆☆☆

“5 months delivery!!”

Written on: 27/02/2014 by Lillybum (1 review written)

Ordered good in July finally received the last of the goods just in time for Xmas!! Shame they were for my husbands birthday in August! Very disappointed with the service and response from customer services, had more luck with a response from Facebook until I was blocked!! A company to avoid at all costs unless you are not waiting for your goods. … Read Full Review

Msmoneypenny3's Response to Lillybum's Review

Written on: 05/03/2014

AVOID AVOID AVOID !!!!!!!!! I used to work for them and its a fact they take your money and the goods havent even been ordered from their suppliers beaus in most cases they are on stop with them, the senior management are only interested in getting money in and dont care at all about any customer and an complaint.

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★☆☆☆☆

“DO NOT BUY ANYTHING FROM THEM”

Written on: 26/02/2014 by graceyb (1 review written)

don't buy from them simple. they do not despatch within 24 hours, they do not send confirmation emails, they do however take your money straight away. I cancelled my order 2 days ago and they have seen fit to send one of the 3 items i ordered out today (so they say). I will be seeking legal advice now as it is clear that they do not have the items in stock and i actually think i will never receive the items. Its your right to cancel your order at any time up to 7 days after receiving them. They… Read Full Review

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★☆☆☆☆

“Don't order unless you are sure you won't need to...”

Written on: 20/02/2014 by angela23jones (1 review written)

Having received a bargain pair of boots I was disappointed with the faulty finish. DH agreed to refund the cost of boots and postage. However, it is now 5 weeks and 3 promises of refund. No calls returned. No emails replied to. Takes an age to get through to them!!! I will never ever buy from the again. Ironic that on their sales emails it says that their customer services is second to none!!!..... Well I have to say its like my backside!¬!!… Read Full Review

Oliver1991's Response to angela23jones's Review

Written on: 25/02/2014

You are not alone! I returned a riding hat I had bought from them, which I sent back with tracked delivery and know it was received on the 10th December 2013.... I emailed them 2 weeks later saying I still hadn't had my refund - they replied saying they would deal with it and the money would be back in my account within 2-6 days. Last month I emailed them again twice to say I still hadn't received my refund and funnily enough I got no reply. I phoned them last Friday and they said they were sorry and would refund me straight away - it's now 4 days later and I still haven't received my refund. So I'm going to phone them again and threaten them with legal action (whether that sounds silly or not...)

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Woldswanderer's reply to Oliver1991's Comment

Written on: 06/03/2014

Just about exactly my experience. Having tried the polite and patient route, I saw red when the same "Customer Service" staff member blatantly denied all knowledge of our previous telephone conversation (I logged them all...). So resorted to FB and the threat of Trading Standards and lo and behold, an instant response and an email confirming that the refund has been actioned. I now wait with anticipation till it shows on my account (the 2-6 days...).

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★☆☆☆☆

“Missing Refund, will it ever be paid?”

Written on: 17/02/2014

I ordered 11 items, as Christmas presents for my wife & daughter, starting in October last year, all items were received in time for Christmas. On 10th Jan I returned a pair of boots & a pair of jodhpurs, for a refund. On 22 Jan I was told there had been an oversight, but the refund would be processed & crdited to my account in 2 to 6 working days. On 3rd Feb still no refund & rang again, to be told the same story. On 12th Feb still no refund & rang again, to be told it had not been done… Read Full Review

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★☆☆☆☆

“jacqui bedford”

Written on: 10/02/2014 by jacquibedford57 (1 review written)

I AM DISGUSTED WITH THIS FIRM!!! I ordered a pair of riding boots last August. They said they would be deliverd in three to five days, three weeks later they arrived (box ripped). As they didnt fit I returned them, costing me twelve pounds for postage. Still after numerous phone calls, six months later I am still waiting for a refund!!!!!!! PLEASE REPORT THESE PEOPLE TO TRADING STANDARDS!!!!!THE MORE COMPLAINTS THEY GET, THE SOONER THESE ROGUE TRADERS WILL BE DEALT WITH!!!!!!!!… Read Full Review

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★☆☆☆☆

“Diabolical.”

Written on: 03/02/2014

I ordered 2 items for birthday and Christmas presents towards the end of December. 1 came (gloves) but the other still hasn't (boots). I've now rung 5 times. I was told that they were out of stock and then that they were on their way; and then that they would definitely be with me by 31/01/14. Still no boots. I've rung today to speak with the manager who was apparently on the 'phone. She still hadn't rung me back 2 hours later. I tried again but the woman I spoke to this time couldn't transfer… Read Full Review

Denver22's Comment

Written on: 09/02/2014

You will find they do this a lot, best advice is to ask for your money back, although it took numerous phone calls to be told my money had been refunded (had not ). Eventually got a refund. Had to give the review one star as minimum, but I would not have given them any if I could. A company that is in desperate trouble. Go to citizens advice and trading standards. Only got a refund when I informed them of this.

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★★★★★

“One of the lucky ones”

Written on: 21/01/2014

I ordered a turnout rug on Sunday eve with 3-5 day delivery. I then read these reviews and thought I had made a huge mistake.......well to my surprise my rug has been delivered (2days) and I'm really pleased with it. I suppose I'm one of the lucky few....but I can't complain, I've had excellent super fast service. Credit where it's due… Read Full Review

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