Old Mill Saddlery Reviews 85

Ordering a pair of boots with Old Mill Saddlery is the single worst retail experience of my life.

- Firstly, company web page has Australian flags all over it but products come from a shop in Northern Ireland which was not clear at purchase.

- Boots were advertised as unisex without a size guide and turned up in men's sizing requiring return to N. Ireland at $80.

- I tracked my package and repeated attempted delivery to the store during the EU summer period. Package was undelivered and ultimately sent back to Australia via ship arriving 3 months later!

- I emailed the store repeatedly with no response. When I called, they simply disregarded the above as a fabrication.

- I returned the boots once more (now 3 x delivery paid) with a letter detailing the ordeal, explicitly stating (in the letter and on return form) that I wanted an exchange of boot to women's sizing and if they were unsure to get in touch. At this stage you might think any company who values its customers would get in touch to work out a solution. Instead I got an automated bank message that a refund had been paid from Old Mill Saddlery. I emailed the store about the error and suggested it was a deliberate move to avoid any further shipping costs. I did get a response that simply said no errors had occurred.

In conclusion a truly awful and stressful retail experience that in the end left me $240 out of pocket and WITHOUT boots.

this company seems to have become a scam. i've tried to contact them. get a page checking that i'm not a bot. then ANY page comes up with error. this has happened numerous times.

Don't order from this store, I ordered a girth and it never came, then they told me it was delivered to the wrong address and it would be picked up and delivered to me, it still never arrived. I called a few times and eventually heard back to say it was back in the store and did I want a refund???? a complete waste of two weeks waiting on a girth

Don’t expect delivery within timeframe they are using Fastway so don’t expect it to arrive at your door or even move out of the warehouse.

Wrong items sent.

Email to say some items not available and the options are proceeded or cancel whole order or pick alternative items!!!!!!!!!!
Verbally via email asking to cancel unavailable items only resulted in TOTAL confusion. Items arrived despite being out of stock long before urgent items. Flimsy excuses that they were packaged together and so much head scratching. I did get all my issues resolved but this took days. A visit to the bank to confirm a double payment, a 40 minute either way visit to a random Fastway depot to get an item before another event was missed. An upset child for a week that didn’t have a saddle and a heck of a lot of money waiting to be refunded.

AND the best one. My first order had an error in the email field so I was billed immediately but not invoiced. I had to phone up to query this. I was told it’s a system error just make the order again.
Later on when my bank confirmed I paid I was told it was an email error.
Funny how the phone number the address, the eircode and the name on the system weren’t workable. Nobody there able to use their brains. Wonder where that order got posted to….

And not one goodwill gesture having spent a few hundred and having such hassle.

Ordered an old mill saddlery leather padded headcollar. The quality is excellent and fits perfectly. The price is incredibly reasonable for the quality of the headcollar. Ordered next day delivery and it arrived the following day.

Purchased hobby horse for my little girl.
It fell apart after one week of use, I have emailed and complained and requested to get a new one sent out.
Answer took days and they said they will FIX the broken one ( after week use ) LOL.
They were meant to collect the horse now for weeks, I have been waiting every morning for the collection it didn’t happen, they keep sending empty promises.
I have ring camera so can see that no attempts were made in collecting the item.
But they keep brushing me off.
My little girl is heart broken asking every day about her toy.
They are selling faulty items and not taking responsibility for it.

Very nice company, customer service was excellent. Was very pleased with products .

Ordered a bridle. Got an email two days later to say out of stock. I was offered an alternative or a refund. Chose a different bridle. This was not shipped with the rest of my order. I was rudely informed that they hadn’t gotten around to updating my order before shipping even though i had replied BEFORE shipping happened. Lady on the phone was unapologetic, rude and basically dismissive. I won’t be using this company again. Before this I have always had excellent service. Fast, good quality But the customer service closed this for me. I have a refund pending, but they have lost a client that spends thousands a year between myself, My company and my daughter.

Two separate orders.
Both times got emails saying rugs I had ordered were out of stock and I could I get a refund.
When I queried the second time a business model that lists things but they then send an email saying they were out of stock I got told on the listing it says 7-14 days dispatch. In my mind that’s quite different to something being ‘out of stock’. I did about $50 in international transaction fees and will not be going near this business again and had to wait for my 1k to be refunded. Offered zero for the inconvenience and waste of time and money. Customer service absolutely useless.

Bought a saddle seat saver. It required a click on the size, which I did. I received a receipt email which indicted the wrong size. I called but with the time difference the item had been shipped and couldn't be turned around. When inquiring what could be done about this issue, I was told "nothing". I now bear the cost of the return plus duty. Not happy.

Bought an item for Xmas present on the 18th dec. Chose the next day delivery option and paid extra. On the 27th of dec I received an email saying the order was out of stock. I appreciate your busy at Xmas but keeping stock records on your on line sales system is important as is cutting off online sales on a certain date to guarantee Xmas delivery. Really bad service . Requested a refund and despite emailing 3 times still haven't received it.

Great quality products I will certainly be purchasing again great communication when product is not in stock fast delivery pity not free delivery when you spend 50

My daughters were delighted with their toy pony’s. They are beautifully made. The accessories are very high quality. My only small niggle is that it’s hard for them to collect complete sets as the accessory colours change or become out of stock too quickly!

Ive used oldmill saddlery for years and always found them great. BUT ........

Unfortunately anything Ive ordered since August has been a disaster. I ordered Christmas presents, the website always says that they have stock but after a week I get an email saying that some items were not in stock. In one order of 11 items I was told 9 weren't in stock and some would take 26 weeks to restock.
I have still yet to receive one item that I ordered in November for my daughter for Christmas.
Hopefully things may improve in the future but for now I'll be ordering elsewhere.

Ordered item as gift. Took payment. 7 days later I got an email saying item was out of stock so requested a different item. Nobody responded so 3 days later I called them. No apology. Still waiting on the other item. Very bad service.

Order Not Received - WILL NOT ORDER AGAIN
Ordered Lemieux boot bag for Christmas on 01/12/24 received out of stock email on 06/12 saying should be back in stock within 6 days. Still not received on 28/12. The goods are still available to order online as “restocking - order for dispatch in 6 days” but received an email on the same day stating 6-7 weeks for restock.
I have emailed 3 times for an update with no response! I have requested a refund and will be contacting Trading Standards if not received by new year! ORDER WITH CAUTION

Really poor service. Order placed and received order confirmation but nothing since…emailed 3 times over a 2 week period, no response…called numerous times, no response. Ordered as a Christmas present so extremely disappointed as don’t have the time to order now from someone else. Will be contacting credit card provider and placing a dispute as no response to refund request.

Disappointed To say the least.
Placed a Christmas order on 5/12/24. Only could see that is was ‘processing’ on my online order. I rang on a numerous of occasions and no answer Each time. Eventually I got an email to be told it was out of stock. It made no sense as all sizes of my product were seen to be available on there website and then to be told it’s out of stock.
Won’t be purchasing from them again

Old Mill Saddlery took payment for my order on 3 December 2024. As I had not heard from them I emailed them on 10 December 2024. They finally contacted me to give me the opportunity of a refund, but they said did not have the item in stock and did not know when or if it would be back in stock again. It is apparently on back order.

Ordered an item for a Christmas present on 48 hour tracked delivery. It hadn’t come within a week so contacted their customer support and item was out of stock but they had made no effort to contact me to let me know! Now left without many options for Christmas.