Dover Rant and Question

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Dover doesn't have my order on file even though I got a confirmation email. How is that possible?!?! I have the confirmation email, a confirmation number I got from them, and my homepage has a list of my lost order under "Items I have recently purchased".
Hah. First and last time ordering from them...
So the question, should I order online from another tack store? If so, what are some reliable and inexpensive places? Or take the 1.5 hour public transportation trip tomorrow to the "local" consignment and regular tack shops?

Hm. I have ordered from Dover numerous times and never had any problems. Sorry it turned that way for you. :(
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Surely they didn't already charge your card for it, right? If they haven't, then I would either try again (maybe some technical glitch didn't forward your order on to their main server) or you can just call it quits and try a different store, whether it's online or local.

I don't like ordering stuff online. The closet tack shop for me is about an hour and a half away. I would just drive there, and have a list of the stuff you need ready, so you don't have to make too many trips too often.

I have only had 1 problem with Dover (out tons of online orders and trips to the store). Ordered a bridle, they said it shipped, but it never showed. I called them and told them the problem, they sent me a new one - just took my word for it and made the situation right.

Call them and explain and ask if there is something they can do to remedy the situation.

Not sure how tight you are on time, But I would call their customer "service" first thing in the am when they open, and tell them the issue, ofering to send them a copy of the confirmation. I woud accept nothing short of them expediting it at their cost, but then-my kids will tell you-I am a customer sefvie maniac, and somewhat of a raving B*&^h when it comes to this stuff. GRRRRR!

Thanks. Yeah. I already tried customer service... they looked for my order using my name, zip, ordering date, confirmation number, phone number, address... no luck. I'm not sure its really worth the hassle of trying to get them to honor the purchase since I have not been charged yet (thank God).
I need this stuff for my show in a week and a half, but would really like it for Wednesday... I'll probably just brave the public transportation and head up to the tack shop tomorrow.

Knock on wood I have never had trouble with Dover but I have really liked the customer service with Schneider's Saddlery. Look it up under sstack.com Schneiders has great prices too. If they don't have something you need Stateline tack almost always does.

Computer glitches happen. It sucks it happened to you, but they do happen. I order form Dover on a regular basis, 3-5 times a year, and never have any problems.

Other places I have ordered from that have decent customer service: Equestrian Collections (ship times are varried though), HorseloverZ (product quality varies), Valley Vet Supply, Big Dees (good prices on supplements), and Adams Horse Supply is one of my favorites. Adams isn't always the cheapest, but they're a medium sized locally owned/ran shop, which is the type of business I try to support as much as possible.

I have had very BAD customer services experiences (1 out of 3 purchases had "issues") from Horse.com which also owns Stateline Tack. I will NEVER buy from them again. These weren't computer glitches either... Just plain bad customer service, even rude to me on the phone once...

If you have the confirmation number, they should send it to you at a faster shipping service with no additional charge for shipping. Forward them the email then call and explain your situation. Dover usually does whatever it takes to make the customer happy. If not, ask to speak to their supervisor.