Old Mill Saddlery Arvostelua 

I think the bad reviews are very unfair I've had an excellent response from customer service. My parcel was delayed by royal mail and Old mill saddlery did everything to get it sorted quickly. Definite 5 stars from me.

Great products, good price and super fast delivery arrived so quickly, thank you

Appalling customer service

Returned unsuitable items in accordance with distance selling law 14 day cooling off period. They refunded me but not the postage.

When I forwarded evidence they had to refund the postage they refunded me less than I had paid because they only had to refund the cheapest postage rate and what I had paid for was not the cheapest.

I replicated the order and provided screenshots showing the postage options - the cheapest being the one I had paid. They were having none of it and are now ignoring me even though they were reminded that claiming there is a cheaper postage option but that they do not actually offer is a breach of trade descriptions.

I wouldn’t order from these people again if you paid me to.

I have bought quite a few things of Old mill saddlery and have always found them to be very professional and lovely to deal with.

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.