Old Mill Saddlery Anmeldelser 101

On March 6, 2026, I placed an order on the website. I ordered three items, all of which were listed as "in stock."
On March 10, 2026, I received a letter from the store informing me that one of the items was out of stock and expected to arrive in about 6 weeks, and that if I was willing to wait, the order would be shipped when the missing item arrived in the store («If you are happy to wait, your order will be automatically dispatched as soon as the item(s) above become available.»). I told customer support that I would wait.
On March 28th, I received a notification that my order had been partially shipped, meaning only two of the three items had been shipped. I emailed the store to ask why this had happened, as I'd previously indicated I was willing to wait for the missing item. On March 31st, I received the following response: «We understand your preference to have your order shipped in full, and I’m sorry for any confusion caused. While we have typically held international orders until all items are available, on this occasion the items that were in stock were dispatched to you, with the remaining items to follow once they are back in stock. Please rest assured that the rest of your order will be sent as soon as it becomes available. If you would prefer us not to split shipments in future, please do let us know and we will make a note on your account.»
So, I have a question: why didn't they immediately send me the two items that were in stock on March 6th? Why did I wait three weeks?
On April 2nd, I decided to request a refund for an item that wasn't shipped. According to the email I received, the refund should be processed within 3-5 business days.

On April 10th, I wrote to the store to say I still hadn't received my refund. On April 14th, I received the following response: «It appears that the refund has not been fully processed due to an error on our payment provider's side.To resolve this issue promptly, could you please provide us with your PayPal account details or your bank details, including the IBAN and SWIFT codes for international transactions? This will allow us to complete the refund process for you.»

On April 14, I replied to the store that I could not provide my bank details because my card was blocked due to sanctions, and I asked them to send me the goods as previously planned.

The store then ignored my emails, and I received the next response only on April 21: «I see that you mentioned a payment/refund issue and a request to send the bridle directly to Russia instead of processing a refund. Could you confirm if this is your primary concern, or if there are additional details you would like us to address?»

I am asking again whether they can send me the goods, since I cannot get a refund for objective reasons.
On April 23rd I receive a response from the store: «However, it appears that the refund has already been processed, and the funds have left our account. Due to this, we are unable to send the bridle as originally planned since it was included in the refund.»
I'll add that the store only responds to my repeated emails once every few days. If the situation had been resolved promptly, perhaps these problems wouldn't have arisen.

On April 23rd, I replied to the store that I still hadn't received my refund and asked for confirmation that the refund had indeed been sent.
On April 25th I receive the same letter from the store that I received on April 10th: «I sincerely apologise for the inconvenience you've experienced. Upon reviewing your case, it appears that the refund was initially processed and left our account. However, it was returned to us a few days later due to an issue with your bank rejecting the transaction.
To resolve this matter, could you please provide us with your bank details so that we can attempt to process the refund again? Unfortunately, we do not have another bridle available to send at this time.»
So, two months have passed since I placed my order, and I still have neither the product nor the money, nor any concrete information from the store. I feel like I'm communicating with a bot, not a real person interested in resolving the issue. I've ordered from this store many times and have had no complaints, but I think this will be my last.

Ordered land boots on 13/02/26. 6 weeks later I sent them a email saying the heels are coming away. On the 04/04/26 I sent email with photos asking for a refund. Phone calls and emails are not answered. I would give this place a wide berth. My order Number was 517124.

I ordered a pair of long boots and next day item had been cancelled without any reason whatsoever! I then received an email to say my item has been despatched by Royal Mail and a tracking number was provided!! Surprise surprise no boots arrived!!

Old Mill Saddlery you need to get a serious grip and going by other reviews on this site I'm not the only one who thinks that. I'll be buying elsewhere in future!!

Bought a £100 voucher online and was offered a 5% discount. However when we went instore to buy an item we were told that the voucher was only worth £95 as the 5% was taken off the voucher price. No where does it state this online on their website, the printed off voucher also said £100. The store stated this it doesn’t apply to vouchers. Very misleading company and no good will for their own error. Would not advise anyone to shop here. There’s always an issue. Shame on you Old Mill. I always like to shop local and the fact the store did not honour it due to their error I will not be back. Online equestrian stores are better priced.

Absolute nightmare to deal with! I ordered almost two hundred worth of goods from this shambolic excuse of a company in early December as a Xmas present and so far I have received two of the seven items that I ordered and paid for in December! I have had excuses after excuses about restocking the items that I ordered yet if I go onto their website I can still purchase these same items with a promise of delivery in the next two weeks! Avoid at all costs.

Do not order from this company, read all the reviews orders do not arrive

Very poor customer service.
I waited 3 weeks for my refund which is unacceptable .
Also I ordered a jacket as a Christmas present late November, they waited over a week to tell me they didn’t have the stock. Then again waited over the expected time for a refund.

I was very concerned after reading the reviews but I have to say my rug arrived within a few days which was out of stock everywhere else !!! I have to say I will definitely be ordering from them again.

Ordered 2 of the same item. Recieved an email saying it was sold out would I accept a different product. I said yes I didn't mind a different colour or shape but the same height. They sent me 1 of the product I ordered. As soon as I saw the delivery was being sent out with one I questioned why there was only 1. It was for a horse jump so you need 2 to be of any benefit. They ignored me. 10 days later still being ignored.

I guess I will do a charge back on my credit card.

*** DO NOT ORDER FROM THIS COMPANY***

I ordered my daughter’s Christmas present on the 01/12. At the time that I ordered, all items were marked as in stock. On the 04/12 some of the order was delivered. On the 10/12, the remaining items that were on backorder, had still not arrived and I asked my husband to ring Old Mill Saddlery to see what the delay was. My husband spoke to a male member of the team who said that three of the items that were ordered were not in stock and that because of this the balance of the order had not been dispatched. My husband asked could he offer an alternative to the items that were out of stock and send on the order ASAP. The staff member agreed to do this and said that the order would be dispatched the next day. I received notification that the order was delivered or so I thought. As it was a Christmas present the order was delivered to another address, and it was only this morning that we were able to check what had been delivered. The order was missing the alternative items that we were told were in stock. NO ATTEMPT was made by this company to let either myself or my husband know that the order was not complete. When we rang today, they were apologetic but they could not offer us any assistance as it is the last working day before Christmas. I am livid by the lack of basic customer service and as all retailers know that Christmas is the busiest time of the year, you would assume that they would be in a position to let their customers know if something is not in stock. My daughter will be very upset on Christmas morning as this is part of her main present. I am extremely upset and annoyed that I am now in a position that I have to try to find an alternative today. This is not good enough and I hope that no other customer has to go through the stress and upset of trying to find an alternative on the 23rd of December.

Had to chase my delivery which was eventually sent but to an old address from 3 years previously. This was despite my delivery address being clearly stated on order.
Communication very poor as is their business processes and it was only my investigation did I find the order. No way of an apology from Old Mill.

I purchased two items two separate transactions I live in the United States. Items are coming from the UK. I have been nothing but happy. Last transaction was a pair of riding boots. They were here faster than what I would’ve expected from a domestic source.

I have spent hundreds of euros with Old Mill Saddlery over the past few weeks, yet the customer service I received was extremely poor. An item I ordered, which was an important Christmas present for my young child, never arrived.

Since 1st December, I have contacted the company on five separate occasions to try to resolve this. Each time I was given the exact same response — that the issue was being looked into and that someone would contact me the following day. This never happened. There was no follow-up, no explanation, and no attempt to resolve the issue, despite the time-sensitive nature of the order.

For a company I had recently spent a significant amount of money with, this level of service is unacceptable. Due to the complete lack of communication and accountability, I was left with no option but to escalate the matter through PayPal. This experience has completely undermined my confidence in the business, and I will not be purchasing from them again. I would give zero stars if given the option.

I have ordered from this company 3 times and every time my order goes through I pay for the order and 2 days later I receive a email to say items out off stock. Terrible service especially before Christmas you can not rely on this company it's definitely my last time.pay a little more and get a better service

The site is selling items they don’t have in stock. I’m currently waiting for a refund for cancelled order 485752.

I ordered several Crafty Ponies. One item was a personalised toy pony rug with ponies name. Order arrived very quickly and loved the personalised rug making a perfect Christmas present. Very impressed.

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.