Old Mill Saddlery Reviews 

Nothing but hassle ordering from them. Customer service has totally gone downhill. They don’t seem to be able to cope with any volume. Delays, incorrect items sent and appalling customer service when you try and resolve issues with delay after delay. Shop elsewhere

Placed an order on Next Day Service and noted on the order it was urgent. Two days after I placed the order it was still showing on the tracking that the parcel had not been received by the courier so I requested they cancel the order as it was going to arrive too late. They refused to do this, despite the tracking clearly stating the courier had not received the parcel.

The parcel was not attempted for delivery until five days after placing the order. The item was returned as it was too late. The company have refused to provide any refund on delivery costs leaving me out of pocket due to failure by them to provide the service advertised. They have also failed to respond to emails attempting to address this.

Very poor service all round.

Ordered a gilet online never received any email order confirmation, four days later got an email saying they’d not got the item and offering an alternative or refund. I responded in under 2 hours accepting the alternative, and then heard nothing back. Sent an email next day asking for an update on my order, no response.
I telephoned today to be told well we’ve got a lot of emails in our inbox to respond to, we’ll get to yours as soon as we can. I replied it’s not very good customer service is it, and got oh well we’ll get to you when we can, then belatedly asked what I wanted, I explained and got the same response. I hope I will get my gilet eventually!!
Reading other reviews on various platforms I wish I’d never ordered from them.

I ordered a pair of boots which I paid for at the time of order, yet it took them one week to discover they didn’t even have the boots . I did get refunded quickly after this discovery but one week is a long time to wait before they even start looking for the product .

Really fast and helpful. I ordered a body protector which was despatched the same day, but I chose the wrong size so had to return it and order a new one. Not only did my refund come through the day the body protector arrived back with them, but when I emailed them asking for an update on my second order, they bumped the shipping up to 24hr at no extra cost so it would arrive in time for my event. I’m so grateful for your speediness and help - thank you!

Brilliant, super quick delivery ordered on Thursday and arrived Monday. The products are perfect and I incurred no extra costs.

THANK YOU.

I can highly recommend, and will use again.

Excellent service. I needed an air jacket quickly and Kerrie kindly checked the canister required, jacket size and got the jacket to me in less than 24 hours! Thank you so much for your amazing, friendly help and service. Melanie

I bought some items online recently for my daughter’s birthday, they emailed me promptly to tell me one item was out of stock for a further 10 days. As l didn’t want to take the chance of not receiving the order in time for the birthday they sent the balance to me the next day and refunded me for the item they were waiting on. Great customer service. Will buy again from them.

If you enjoy being treated badly, ignored by staff this is the place for you. Went into shop today, it wasn't overly busy, staff were unhelpful and appeared intimidated by the management. Very limited choice of sizes (size 14 is largest you could purchase) and a thoroughly disappointing visit as always.

Recently bought some avacallo stirrups and a few other small items. Items arrive in a week and were very well packaged. Very happy ... quaility service no issues from my side. Would use again 100%

Some of the best customer service. Has everything you need. Delivery is usually on time, have had many orders with them, no problems whatsoever. Would highly recommend!

Excellent customer service. I ordered Christmas presents and Old Mill did their upmost to get them to me for before Christmas (I ordered mid December) Returns and receiving replacements have been very prompt. The staff are very friendly and helpful either by phone or email. I highly recommend Old Mill Saddlery!

I placed an order on 2nd December for three items which were shown as in stock. A week later the delivery hadn't arrived and the order was still showing as "processing" on the website. I sent a message via the website, twice, but got just a holding "we'll get back to you" response. They didn't reply, so I e-mailed and got an automated "we'll reply within a week" response, which said that the expected time of despatching orders was 4-5 working days. This was 8 days after placing the order and as there was no indication of when my order would be despatched I had no alternative but to cancel the order and request a refund. They did do this, but with no explanation or apology. I wish I had ordered elsewhere, I'd have had my items a week ago. I definitely won't be ordering from this company again, very poor service indeed.

I placed an order for on Old Mill Saddlery's website for 2 Stubbs Mega Mover forks, according to their website they had 2 in stock.

More than 24 hours later I received an email stating the item was out of stock, yet their website still states 2 in stock and their eBay shop says the same. A blatant lie, I would trust these people about as far as I could throw them!!!!!! DO NOT PURCHASE ANYTHING FROM THEM!

Ordered and received my order promptly. Slight defect On one item (not old mill saddlery fault) but offered and given a 10% refund without any question. Fantastic customer service and correspondence. Would recommend and will definitely be ordering again soon. 5*****

I recently returned a rug liner which was signed for on 10th October. I have emailed several times regarding the refund and no response. I have called them and was assured I would be refunded. No refund as yet! I have called since and no answer. This is not the way to treat customers. I shouldn't have to chase for the refund!! Will not be using again.

I recently ordered a bridle from here. 2 weeks later I had received no communication or delivery. I emailed to be told the item was out of stock and would be back in stock in 3 days. 1 week later I emailed again to be told (after a further 3 emails) that it wouldn’t be in stock for another 5 weeks. After 2 requests I finally received my refund. Rude customer service and altogether a total waste of my time! Don’t bother

I usually have a somewhat good experience with old mill saddlery but my opinion has changed recently. I ordered a martingale and stirrup leathers of them, and two weeks later emailed them to see if they were dispatching them as I got no news. I then got an email saying that both items were out of stock and I was to wait a further 8 weeks for the martingale to come in. I was also given other options of stirrup leathers.
I got a refund on the martingale and went with a new pair of leathers. Then, the next week I received another email saying that THOSE stirrup leathers were also out of stock, even though they had sent me them as another option in the previous email. Very poor services, do not class what is in or out of stock on the website. Plenty of other online retailers to use instead of this one.

Old Mill Saddlery are usually ok and their goods are high quality. I have used them several times without problem. Then I ordered some reins and was first told: "We are currently out of stock . . . these are due in approx 5 days". I heard nothing.

Then 9 days later I chase it up to be told: "These reins are made in our workshop to order. As it stands, we have a very large order of racing saddles that our workshop is currently working on - it may take another 2-3 weeks for these to be started." I was offered a full refund and to cancel the order at that stage but these lead reins went with leather headcollars that they had already sent to me and that were ordered at the same time, so I was obliged to bear with Old Mill Saddlery. In the end they were dispatched to me SIX WEEKS later!

They did not state on their website this was not in stock. No mention these reins had yet to be made. No mention of a six week delay (told after ordering '5 days' and then '2-3 weeks'). They never kept in touch about the problems and always had to be chased to elicit any response.