Always accommodating with a smile and most importantly they love my dogs! So much fun to do Christmas Shopping!

Terrible customer experience today at this store. We walked in looking for a helmet, of a specific brand recommended by my daughter's trainer in Colorado. Before anything else happened, the clerk named Jen or Jennie condescendingly said she would not help for us if we were going to get the fitting but buy the helmet somewhere else. She explained this was store policy and pointed to signs throughout the store that this was the owner's policy. I was shocked at the level of rudeness, and lamented this was not a good customer experience, and that we are prior customers who have purchased at the prior location. The clerk did not like hearing my opinion -- given calmly. Because there are so few tack stores, we mostly bit our tongues and held back our true opinion (that this treatment was outrageous). We went through a fitting and walked out with over $700 of product, including the helmet. Notably also, this clerk fumbled repeatedly trying to find us in the computer system for points credit or whatever in the system. After about a dozen searches she inputted my phone number. Turned out I had a $50 points credit, which she applied, which was a positive. I told her "see, I wasn't lying, we've bought from you before." If there were more competition in the area, I would frankly have told this clerk to shove it. I will note also that the store was empty, so any time spent with us that did not lead to a sale was not an opportunity cost on other sales. This was a humiliating experience all in all, and due to the need for a good, new helmet I swallowed it and spent my money. But if you keep treating customers like this, you will lose at least some. True disappointment. And a post script -- when I posted about this on Facebook, commented on their page, and tagged them, they blocked me. Guess they really don't want me to see them on Facebook and spend $700 again. No apology. They seem to not want me to be a customer. Classy. read more

We drove quite a ways to go check out their sale a week or two ago. We were looking for tall boots, show coat, new helmet along with some new breeches and show shirts while my daughter was in from college where she rides on the school team. Net, net when we were looking at helmets we were interested in getting another of the one she has since she has a small, hard to fit head. We were told that can't be the one she has because it didn't fit. I asked if the other insert was in the box and was told it doesn't come with another insert (even though I KNOW it did). The fitter was saying the helmet didn't fit - which it didn't - but the test was lifting it up not pushing it back which just isn't correct. We were encouraged to buy a helmet at a high price point bc it fit better. The test for that was trying to tip the helmet back, not lift it up like the other one. Plus while we were standing there I was able to look in the box of the first helmet and found the alternative insert. I asked if we could retry the other helmet with the alternate insert which I found and was told no and then the box was whisked away. We decided to let it go and move on to boots. We were told someone would be with us in a second. Here comes the same sales associate from helmets with a power and control attitude and the demand that my daughter can't try on boots without breeches, meanwhile there were 2 girls actively trying on boots with shorts on. The reality is, the whole experience was extraordinarily and unnecessarily frustrating, so we left. We were able to get what we needed and actually found a better sale anyway, which worked out great for us. We have been good customers for YEARS and I am flabbergasted that this is how it went for us on that day. We wound up spending $2400.00 elsewhere and I just don't think I will be back. As the retail stores for equine sports shrink I wonder if there is a sense that how they treat the customer doesn't matter, but there is always another option. To be told 3 times that they knew better than we did was 3 times too many in my book!! read more

Shout out to Kelly at Saddler's Row. Amazing customer service. Friendly, helpful, patient, efficient, knowledgeable, sincere. How refreshing to deal with somebody who truly loves their job and takes pride in their work. Thank you, Kelly! We all (perhaps the owner?) could take a lesson or two from you :) read more

Black Friday sale is always a mess. 2024 we waited an hour in line to check out. this year even at new location was way worse. More than 20 minutes to just get in the door, an hour for boot fitting(honestly not that bad, and I appreciate the attentive staff). The issue was with the check out. FOUR HOURS OF WAITING JUST TO CHECK OUT. The line moved exceptionally slow and when we got to the front it was clear why. Only three people on registers. I think there were only two for a while. No sense of urgency or speed. Upon keeping track of time, they were averaging 10/15 minutes per customer. I want to be very clear that management should have planned better for this from the start... you incentivized a mad rush and weren't prepared for moving people through the store in a reasonable amount of time? As a customer, I feel not only irritated but slightly abused and taken advantage of. I love supporting local and a good sale, but there is absolutely no reason that line should have taken four hours to get through. Hire temporary help if you are having a massive sale. Spread the discount into two days. Don't box your discounts into such a narrow window. I felt taken advantage of in a weird way, and 40% off cost us an entire day. I expect better from saddlers row and am genuinely conflicted about ever participating in this again. read more

Outstanding attention to our request for a Western Saddle. Bob's in depth explanations of things to consider was outstanding. I'd give it 5 stars if there was more Western inventory. Little to no Western wear available. Outstanding selection of all thins English though! read more

The products sold are very high quality. Love shopping here! Love tailored sportsman, Edgewood, mattes, eskadron, belvoir, kastel read more

This review is for Bob in the saddle department: Today, my boot zipper split and I brought it into Saddlers Row to get some assistance. Bob immediately stopped what he was doing to lend a hand and fix the boot on the spot! He was so kind and patient. Additionally, he provided some great advice about selling saddles and spent time talking to me and explaining next steps. I can't thank him enough for his help and willingness to drop everything and support a costumer! read more

Purchased one saddle from here. Went back to purchase a second and the guy doing the fittings is great. We brought our dog with as there's no signage saying pets aren't allowed. A corgi came up and our dog started barking so we picked her up and moved her. Two corgis than came in and our dog was on our lap. One of the corgis proceeded to growl and snap at our dog and a woman working there told us to put our dog in the car if she wasn't going to behave. I told her that it was her dog that growled and snapped and she said "yeah but they live here". We again took our dog and walked away. I was looking at a couple other things while the saddle we picked up was being brought up to the counter and walked around a corner and heard this employee shit talking us to another customer. We promptly left without the saddle and I will not be returning. Maybe if your dogs aren't dog friendly you shouldn't be bringing them to work and regardless this employee acted childish and rude. read more

Very poor customer service. Went to go return an item and the owner of the business was very rude saying that they can not take it back because I had to try it on outside of the store at the barn. I DO NOT RECOMMEND THIS STORE FOR ANYTHING. The whole staff is under educated and just rude. I have never had a good experience with any returns. I had also ordered and item and it was delayed a couple weeks. Nothing is ever on time. They have a horrible selection of sizes for clothing items as well. Do not go here for anything. The teenage girl with long hair is very nice!! Everyone else is plain out rude. I asked for help searching for something and a lady with a cane told me she can't help me because she got off 5 minutes ago with a huge attitude, so she couldn't show me where something was. The owner has never been kind to me or any of my riders at the store. If you want bad customer service, lady's with attitude, and awful product selection... this store is perfect for you! read more

Always love shopping here, they have a great point reward system. I got a pair of tall boots from here years ago and they have lasted so long! The woman that helped me was super patient in allowing me to try on and helping me get the best fit. Not to mention the selection of horse gear they have. Great store. read more

The best tack store I've been to! I miss living close to this place. Now I live in Florida and have to make a visit every time I'm in town. It's hard to find a tack shop with such a huge selection of English clothing and tack, but on top of that they're always featuring new products, have a HUGE used saddle selection, and a huge clothing and tack consignment area. I've found so many amazing deals here in the past. Not to mention they always have great giveaways or sales going on! read more

I finally went out to the warehouse sale this year, after seeing all the goodies my trainer always finds at the sale. I moved to Madison, so English tack shops are harder to come by in Wisconsin. Though, when I was in Chicago, I still never got the opportunity to come out to Saddler's Row. It's well worth the trip. I went on the second to last day of the sale, so being of average size, I wasn't able to find too many things on super sale. It's a great deal if you don't care about name brands - many breeches were $10. Older style show shirts were also $10. I, however, tend to like nicer brands and I was still able to find some good things! I got a Kastel shirt for $73; I feel like those shirts rarely go on sale. They had a really good sale apart from the warehouse sale on sunshirts, and I got a Tailored Sportsman IceFil shirt for $34. They have a huge selection of tack, grooming, and other items. They also have a really great consignment area. Things are pretty well organized here, and I'm grateful for that. The ladies who work here are super nice! They're willing to answer any questions or help you out with anything. I came on National Helmet Awareness Day, so it was super busy, and they tried so hard to make sure everyone was getting the assistance they needed. read more

Won't shop there again. No customer service. Walk in and no one even bothers to say hello or offers to help. Feel like I'm a bother not a customer. I'll keep going to Dover where they appreciate their customer service. Only one person said hello and she was on her phone. I stood at the used sales counter with a bridle I wanted to buy and wasn't noticed. I guess they need to know you personally or they don't want your business. I was also looking for a belt and clothing too but got no help. Only when I left did someone acknowledge me. This happens every time I have been here and today is the last time I will step foot in this store. read more

I am over the moon with this purchase! It was exactly what they described. Shipping was prompt and Christine was so helpful. She even followed up to see if I was satisfied with everything. 5 stars only because I can't give 6. My new go to for saddlery! Thank you. read more

We walk then looking for coats and the lady was very rude when we asked her some questions about the coats then I was walking around with one of the coat still shopping and then she say are u buying that or not pay for it here now and I said I'm still shopping very rude bad customer service read more

With limited options in the area, sometimes I'm forced to shop here when I need something quickly I can't order online elsewhere. But the prices are typically very high. The consignment area is a nice offering. However, I'll be driving out of my way to Dover from now on. I ordered a stall plate here 8 weeks ago. I was told when I placed the order it would be done in 2 weeks and they would call when it was finished. After 4 weeks I never got a call, but I was passing by and decided to stop in thinking surely it would be finished. I was told (rather rudely - but they've never really had stellar customer service, so that's no surprise) that it wasn't done because other girl who had been doing them decided she didn't feel like it anymore." I asked for a refund because I needed the plate when it was supposed to be finished, and I'd rather order from somewhere else that could meet the deadline. They told me they couldn't refund me because "it was already halfway through" whatever that meant. Another 4+ weeks go by, and Incall again to check in. I was told it was STILL not complete now because there's supposedly "trouble with the machine." But they still refused to refund me. If it was "halfway through" over a month ago why is it still not done? If it is not complete in the next few days, I will be filing a dispute with my credit card company for a fraudulent charge and reporting them. It's absolutely ridiculous that they won't refund me for an order they should have fulfilled 6 weeks ago now, and I've just gotten the runaround excuse after excuse while they have my money and I still don't have the promised product. read more

Did not care for the uppity attitude from the ladies working the shop. We were here looking for a tag along for my son, found it cheaper with shipping online. They were able to order Stubben's but did not have any in stock at the time I was there - not sure but I sensed you needed to put a deposit down as well. I eventually got a Tristan Stubben a whole mess cheaper elsewhere - I would never go back here - been here 4 or so times and never had a good experience. They do have a great 1950s Western Coin Op Horse with sound effects free for the riding that my son loved. read more

Kate is no longer working here, but the store is still alive and well. The staff has been much better with the customer service lately. read more

Went here Wednesday night with my mom, we're starting horseback riding lessons together and needed help finding nice, but affordable riding boots and helmets to start off with. We had no idea what we were looking for exactly! Kathy was an awesome help and a cool lady at that. I don't think we could have found what we were looking for at another store without her help! read more

I am absolute upset with this store. The couple times I went into this store I had no issue. Till two weeks ago when I went to buy some Riding boots. I come in as usual thinking someone will welcome us and ask if we need help and instead they're were all staring and giving mean looks. So then I proceed to go up to them and ask if they can help with finding the right size for ridding boots and they told me the price range I had since they were expensive and I knew but I wanted to see if they had any used since we want to first buy use then decide if my daughter likes them or not. They did have one that was my daughter size and when I asked if the leather is able to polish they assumed I didn't want them and didn't even bother to let her try it out. I was furious cause I never said I didn't want them I just asked them a question. I did buy them since she needs riding boots and this is the closest store from my house. But I will eventually buy her brand new ones once she grows. But just cause I did get used which they were still not cheap you do not respect customers like that. Next time I will go to a different one even if it takes me an hour drive. My daughter left with a big headache cause of them stressing her out. Never stepping my foot in that store again. read more

After several years of visiting our local tack store, The Riding Store in Lisle, Illinois, we took a drive to Saddlers Row on Saturday afternoon. As much as I want to support our local tack shop, we wanted to see a larger selection of USED saddles. Saddlers Row had tons of inventory which immediately intimidated me because I've only been flirting with the horse business a few years. Alice, saddle department, held our hand through the entire process. She was professional and made it a really fun day for my husband, our 12 year old daughter and me. Plus, I feel like we got terrific products and reasonable prices (OK .. the saddle was a FANTASTIC deal, actually). Sandy and Donna were terrific, also. Denise Burks Naperville, IL Fox Meadow Farms read more

My go to place for horse equipment. They have mostly English, but I've heard they have plans to expand more into Western as well. Their consignment section has both and great prices. Honestly though the main reason I go is the owner. She is one of sweetest humans I know and really knows her stuff when it comes to equine equipment. I like to support local businesses and private ownership when I can, and this is one of my favorites read more

I went to return a Rambo blanket which I purchased two days ago. I had put it on my horse for 2 minutes. Long enough to determine it does not fit. When I went to return it the cashier refused to return it and was very rude. read more

My daughter's riding teacher recommended we come to Saddlers Row for her riding gear (usually go to another store), and we were glad we did! The friendly staff were so great while helping fit her for boots and 1/2 chaps, and we found 2 shirts and 2 pair of breaches in the consignment area for an amazing price-and all were like new!! I am impressed and will continue to take her back here for all of riding needs! read more

I am a regular and a big fan. Everyone is very friendly and knowledgeable. They rush to help, give advice, and make you feel very comfortable. They taught me a lot about tack. I also love the leather shop inside. Very friendly and very helpful. They know what they are doing. read more

This is a good sized tack shop with a large consignment area as well. The staff were knowledgeable and helpful.

I only go here because I know they have an excellent selection, and if you're making a big purchase you WILL get help. When i bought my saddle here, they treated me like gold. Actually, I've purchased almost all of my tack here. However, every trip isn't to buy a $200 helmet or a $3,000 saddle. With that said, you don't get much respect when you come in to buy the everyday items, i.e. sponges, buckets, stirrup inserts, etc. It's not like anything is really that cheap (it IS a tack shop, after all!) however, i would like a friendly attitude, and I would like to be remembered when i make little purchases, too. They think they're great because the store is huge and they're the only game in town. However, people can order online and if they keep up their snotty attitude, they'll put themselves right out of business. read more

If there was a way for this to be negative I would do it. My very expensive riding boots did not fit and I took them for some adjustments. That was SIX months ago. Since then I have heard every excuse in the book and I am never given the courtesy of a returned phone call. I am at the end of my rope and communicated that to the owner who has been " working " on this. Looks like an attorney is next with a stop at the better business bureau. Beware read more

I've been lured here several times by the prospect of a good sale, only to find that the sale wasn't that great at all. The last sale I went to was in their warehouse, and while their flyer promised great deals on hundreds of items, the selection was extremely limited. I ended up picking up a few other things I needed, but none of it was on sale. Their prices, overall, are expensive compared to sites online. Every once in a while you can find a good deal. I've never purchased my tack or saddles from there so I can't vouch for that experience. But for smaller items I recommend you go someplace else. read more

I would like to mention how kind and generous Francis is. Our little barn burned down to the ground on March 18. It was a terrible day. The horses made it out and most of the chickens. When we went to gather up the horses we realized we have no halters or lead ropes. We went across the street to Saddlers Row. We saw Francis there working as usual. We told her about the awful fire. She told us whatever you need just take it, it's on the house! She is so kind hearted.... it was a terrible day and she made it a little better. Thank you so much Francis, Cathy and Rebecca read more

Have been coming here for a number of years and have to say that this is the place for all equestrian needs. The beat part here is their knowledge and guidance provided by the staff. They know everything and will help guide you in the right direction for your needs. Check their website and Facebook pages to see of they have one of their special sales. Also they have a great consignment department for used saddles, trunks and other stuff if you're not looking for new. I'd happily refer them to anyone for their equestrian needs. read more

Meh. Great selection with a good selection of stuff for beginners and a very nice store. However, some of the staff has an uppity attitude sometimes when you are looking at cheaper products. I'm a beginner and don't want to invest $$$$ and found the attitude to be a turn off, but the staff knew their stuff. I'll probably be back. read more

I'm absolutely in love with this place ! They have a great selection of consignment available to purchase . I bought a show jacket today from consignment for half the price new , and it was like it was never worn . The staff is great , Betty helped me find the jacket and was very friendly and helpful . I will definitely be back ! Especially when I need new tack for when I get a horse . Prices are reasonable . I would definitely recommend this place ! read more

Purchased starter gear for my girlfriend's 10 year old daughter today. Austynne was extremely patient and helpful.

Avoid this place during its christmas and summer tent sale because no matter how great the sales are it is not worth waiting in an hour line to pay! Plus they are always out of things like ariat paddock boots. Anne Hubbards may be small but at least that store is always filled with everything one would want. I'd rather have boots and a small store than a large store with 60 different halters and other useless items and no ariats read more

We needed a special size riding boot for our daughter. We had not had any luck in our area or online. Saddlers Row was recommended by a family friend. We have not had such amazing shopping experience in many years. We were greeted warmly and attended to right away. Upon explaining our needs we were helped by the owner herself. She showed our 12 year old daughter such kindness and empathy it was amazing. I could not not write about our experience since it was so wonderful. One can only wish for more small businesses and large to have such kindness and knowledge. read more

Saddlers Row is a great place to get all of your equestrian needs!! Lots of products, services and a knowledgeable and friendly staff to help you pick the right products!! read more

My daughter needed everything from a helmet to boots and pants for her new passion, so we went on Sunday when they opened and Betty helped us with everything. She was patient, knowledgable and friendly. I'm so grateful to Betty for the help with fitting my daughter correctly and her guidance on what to spend good money on and where you can skimp a little, I really appreciated that! I couldn't have had a better experience! The consignment shop had so many fun finds at very reasonable prices. We spent time petting the owners dog and she stopped to talk to us...everyone who works there is friendly and knowledgable which made it a great experience! I highly recommend this place! read more

As a client that has been shopping at Saddler's Row since the VERY beginning, I am quite shocked to see the reviews below. I have always found that the inventory has been plentiful, the staff incredibly knowledgeable on the ever changing products in the store, and Frances has always bent over backwards to try to make my experiences better... did I mention that I am not a client that can drop a ton of money every time I step into the store? That has never mattered... the staff has always been equally delightful and responsive to me. That's why I drive an HOUR out of my way to get my horse supplies here. Consider me a client for life. read more