Derby House Doncaster, Mattersey

Reviews

1. Michelle Knifton ★☆☆☆☆

   Absolutely terrible service. I made an order on 29th November, had an email confirmation to say this would be delivered by 16th December. I only realised it hadn’t arrived on 24th December when wrapping presents, so I called to chase, cut off once but after an hour I got through. Was told one item was out of stock and they were waiting for stock to come back in, and were hopefully of a delivered imminently. Was told they couldn’t dispatch the items in stock separately. Tried to call again on 8th Jan as still no delivery, cut off again so emailed. Finally had a response on 13th Jan to say now other items are out of stock! This business is a complete shambles, no stock control, terrible service, awful policies on not delivering items in stock (or at least saving the items which are in stock until the rest of my order came in). I will never deal with this company again.

   almost 4 years ago
2. Michaela Surplice ★★★★★

   I have ordered a couple of times off Derby house. I picked up a light outdoor rug. I was aware it probably was going to tear as I only paid €45 for it. The rug did tear due to field bullying but I was surprised it didn't worsen and it will be easy to repair. The second time I ordered a fly rug and pure-flax for dogs. I really don't have anything bad to say about this company. I was afraid of the import tax after Brexit and customer service reassured me I would have nothing to pay on delivery, which I didn't. Also, orders always arrive before they are due to arrive and they always have a good selection of stock available. I will be buying off this site again :)

   almost 5 years ago
3. vikki Williams ★★★★★

   I ordered a derby house turnout rug and a shires fly mask, they both arrived quickly and packed in a lovely large brown paper bag not plastic, the rug itself was in a lovely carrying bag and the rug was an excellent price, as was the fly mask which I usually pay £6.00 more for! I will be ordering again, first class!

   almost 5 years ago

1. Sarah Yorke985 ★☆☆☆☆

   Appalling customer service! After spending a considerable amount of money for my daughters Christmas I noticed in January the stitching on the Plush Pony purchased for 79.99 was coming away. I promptly took photographs and sent them in showing the condition of the toy (new) and the fault less then 4 weeks after opening it!. I was then told to send it back for an assessment, however they note on their policy they do not do exchanges only refunds. I contacted customer services advising this was my 9 year old daughters and she would be devastated if I took it from her not to then replace it!. They told me they only way to guarantee another was to purchase the last one in stock! Costing me a further 79.99 in January when my husband has been furloughed for nearly a year!. I asked if they found the product faulty could they repair it or return the item with partial refund explaining the situation Drew from customer service advised in simple terms no and if I wasn't happy 'tough thats how we do it as per ecommerce' I then asked him to repeat what he said at which point he said 'we can't give you what we don't have simple' Absolutely shocking its quite clear from the photos their is a stitching defect, quite happy to send it away and explain the situation to my daughter, but to not get a replacement or the faulty item back as an option is just crazy. First time customer of Derby and I can assure you it will be the last.

   almost 5 years ago
2. Hema Patel ★☆☆☆☆

   Horrendous customer service. Refund process is a nightmare, this company have delayed refunding a faulty item because they allege it hadn’t arrived (twice - for two separate refunds), as a customer, even though you have the tracking to prove it has been delivered to them, they’ve denied it’s there and I’ve been told to wait. It’s not until I phoned up that they would look at it properly. They make the rules up as they go along, when I first chased refunds I was told it takes two weeks, I waited, and chased again at two weeks. I was then told it takes three weeks. Then the next reason for not refunding me I was given on the phone was it hadn’t arrived and I needed to prove that it had... so why did no one mention this on my first two emails? Happy to substantiate my claims as I have receipts, screen shots and full email trails that evidence it. Oh, and they tried to tell me I’d already had my refund... I had indeed had the first one but not the second. Even though all my correspondence was titled with the correct order and return number.. no one had bothered to read that number. This same error was made by a customer service advisor and then by a customer service manager - the latter didn’t even bother to introduce himself. I have literally never known anything like it, their expectation is that if you want your money back, you will do all the work for them.

   almost 5 years ago

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