ComplaintsforSandys Saddlery

• Initial Complaint

  22/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Went to buy a pair of Carhartt coveralls in store on October 22nd, the ones hanging on display were the wildwood model (zipper front, elastic waist) Sandy said she had those in my size. She grabbed a pair that were in a bag and I asked her if they were for sure that exact model and pointed out the zipper front and elastic waist, she confirmed yes that is them. Paid approx $300, got home and realized they were in fact the wrong model, and this particular model retails for approx $160. This could have been an honest mistake, so I went back to the store the following day. She was immediately degrading saying she could have sold these to someone else this morning and I should just keep them or sell them to a friend. Mind you she charged me nearly $300 for an item valued at $160- how would I resell them at double the price? She then said she had to charge me a 30% restocking fee (over $80) in order to return them. This is not a policy posted anywhere online nor is it on the receipt. She did not provide me with my original receipt back, and only gave the refund receipt stating the reason for return is that I didn’t like the item.

  Business response

  24/10/2022

  To Whom it may Concern

   

  Let me correct a few complaints made by *****. 

  She did not come in to purchase bib overalls.

  She came in to purchase a Carhartt vest.

  It was when she was leaving at the door she noticed bibs hanging.

  I did not say I have the exact same bib.

  I said I have only one pair left in your size XS Short and Carhartt are no longer shipping ladies products until further notice.

  She tried them on and bought them and left.

  That afternoon, I was having a technical problem with my POS system and hadn't yet got it fixed so couldn't give her a receipt.

  I phoned her yesterday and left her a message of appology  that I had made a mistake in my calculations and charged her 30% restocking fee instead of 20% which is posted all over the store.

  The difference is $33.55.

  I also offered the total difference of $92.31 on a gift card if she accepts.

  If'm very sorry about this mistake, but my husband just got notice he has to have heart surgery next week, so with the emergency of everything at work and home, I'm having trouble focusing.

   

  Sincerely,  ***** *******

   

   

  Customer response

  30/10/2022

  
  ****** ******** *******
  
  While some of the claims being made by ***** are false: Such as the fact that she supposedly did not say they were the exact same as the model on display, and that she supposedly left me a message offering a refund or gift card, I will accept the refund and then a gift card for any remaining amount. The gift card will not be picked up by myself as I have no intentions of returning to this store or purchasing from here again, nor is it worth a total of 6 hours of driving to correct an issue caused by the store. I will pass it on to someone else who can use it. Please let me know when this gift card will be ready for someone to pick up, and when I can call in with my credit card for the refund.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  11/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I requested a service from Sandy's Saddlery to repair a saddle's billets, replace tacks and find a price on few other things. I brought them a saddle, showed her the work and asked how much it would cost. The male rep said he is not sure but would ask the leatherworker and he has to send the saddle in. I asked if $100 would cover it, and he said - most likely, it's not that expensive. I then was passed over to Sandy herself. I explained that I have $150 and I want to get a quote for replacement of billets, a cord, knee pads and to replace missing tacks. She told me, that if they don't have missing tacks leatherworker will have to replace all 8. I asked how much, and she said - not expensive, but the cord and knee pads maybe a lot. I said, ok, I want to get a quote for everything so I know, but I am just looking to get billets replaced, so I need to know the price before work is done. Sandy charged me $100 deposit. 5 days have passed, and I heard nothing. I was going to step by this Thursday (7 days) when she called me and said that saddle is back and I owe her another $125. I asked her why didn't she call, and she said that work is done and come and get a saddle since she has no room asap. I felt very pressured, and since I spent the rest of my money on this saddle I couldn't risk not getting it back. I came to get it, and they didn't replace a whole billet, but cut it down & stitched a new one on the worn leathe piece. New part was nice, but I never got a call with the est and I wanted full thing. They didn't have tacks to match, so they put 3 small ones to cover the holes of the missing 1s. They do not match. No one asked me, Iike we agreed if I wanted that. When I said - "you never called me", she said - "I misunderstood, I thought you wanted a quote for knee pads. Look they dyed the knee pads. And you can't see the tacks not matching." I never asked them to do any touch up on the knee pads. I was afraid she will not give me my saddle if I didn't pay.

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