Complaints

• Initial Complaint

  09/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I spent several hours making an order off of their website. The next day I woke up to an email that my order had been canceled. They stated that multiple things on my order they did not have in stock. There were many different items and I doubt every single one of them were not in stock. they had some very low, fee items That they had advertised. They did not make good on the advertise prices. Instead, they just canceled my entire order whether the items were in stock or not. I want them to make it right with the hours I spent making the order and the false advertisement.

  Business response

  09/18/2024

  Thanks for the opportunity to respond to this complaint.
  
  On September 16, 2024, we had a system error in which a small number of items were posted to our website, without prices ($0.00 items).  Further to that, some of the items were not even saleable items, in that the system should have offered a choice of size and/or color for each item.  We call this type of item a "Master" item.  It does not physically exist - it is a placeholder for all the product details and information.
  
  We had several of our valued customers contact us to point out the error and we were able to correct it on September 17th.
  
  Apparently, ******* ******* also noticed the discrepancy and placed several orders for these items.   The first order placed seemed like a normal order - for several properly formatted items.  However, there were also several of the $0.00 items.  Ms. ******* had added to the order the following:
  
  131 pc - #DT6891 - Digby & Fox Tweed Dog Blanket (no Size or color) at $0.00
   12 pc - #SR8954 - Shires Aubrion Cloudburst Raincoat - Ladies (no Size or color) at $0.00
   10 pc - #SJ8524 - Shires Aubrion Team Joggers               (with size and color) at $0.00
   11 pc - #SA9032 - Shires Aubrion Moorgate Show Shirt (no Size or color) at $0.00
   20 pc - #SA8157 - Shires Aubrion Killburn Hoodie - Ladies (no Size or color) at $0.00
  
  She followed this with a second order for the following items (along with a couple other properly formatted items):
  
  100 pc - #SR8954 - Shires Aubrion Cloudburst Raincoat - Ladies (no Size or color) at $0.00
  100 pc - #SA9032 - Shires Aubrion Moorgate Show Shirt (no Size or color) at $0.00
  100 pc - #SA8157 - Shires Aubrion Killburn Hoodie - Ladies (no Size or color) at $0.00
  100 pc - #DT6891 - Digby & Fox Tweed Dog Blanket (no Size or color) at $0.00
  
  Then we received third order for the following items (along with one other properly formatted item)
  
  500 pc - #SR8954 - Shires Aubrion Cloudburst Raincoat - Ladies (no Size or color) at $0.00
  500 pc - #SA9032 - Shires Aubrion Moorgate Show Shirt (no Size or color) at $0.00
  500 pc - #SA8157 - Shires Aubrion Killburn Hoodie - Ladies (no Size or color) at $0.00
  500 pc - #DT6891 - Digby & Fox Tweed Dog Blanket (no Size or color) at $0.00
  
  The orders kept getting larger and larger.  The quantities that she requested are for far more than any normal customer could ever use and need, even if the sizes and colors had been chosen.
  
  Further to that, even if the sizes and colors had been selected, we would not have ever been able to fill an order with these quantities.
  
  We emailed all customers with orders containing the $0.00 items informing them of the problem and that we were cancelling the items.  Because Ms. *******'s orders were unreasonably large, we feared that they were of a fraudulent nature and cancelled the orders in entirety and invite her to place replacement orders. 
  
  It is unfortunate that the error occurred, and we have apologized to all customers involved.  They have all been reasonable and understanding, with the exception of this situation.  We feel that this customer has attempted to take advantage of an obvious error. 
  
  While we are sorry to hear that she is unhappy, unfortunately, we are not able to send her 2,584 pieces of merchandise at no charge. I believe that any reasonable individual an understand our position.
  
  Best Regards,
  
  President
  Chicks Saddlery

  Customer response

  09/27/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 22300705

   

   When a website list products. It usually has a quantity inventory. When the inventory is out of stock, it will tell you there is no products available.
  they know I’m not a scam or fraudulent because I have ordered from them for years. I also have a business and I use their products in my business. This is not the first time this is happened on their website. But instead of nicely telling me hey we had a mistake. They canceled my entire order even items they had in stock is the problem here thankfully Jeffers.com was amazing and had everything I needed and I suggest everybody use them and not Chick’s from now on.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a barrel saddle for my daughter for Christmas on November 30, 2022. Order # 5319231. My daughter received the saddle on December 25th, 2022. The second time the saddle was used it ripped, tore and is completely unusable. I emailed Chicks Discount on December 27th and they did not respond. I called on the 28th and spoke with **** **************** *** ***) and was asked to email pictures of the saddle. I emailed 2 emails with 6 pictures in total. On the 28th **** emailed me back and said, "Unfortu****ly this doesn't appear to caused by a manufacturing defect. The damage pictured was caused by force." All his opinion of course. He also said he would forward the pictures to the manufacturer. I did not hear anything back so I emailed **** on December 30th to ask if they had heard from the manufacturer. He responded with they had not heard back. On January 2nd, 2023 I received the following email: Shellie, The manufacturer was not able to cover the damage with their warranty as the damage was caused by the horse. Unfortu****ly Chick's is not able to offer assistance in these type of situations. You do have our apologies for the inconvenience. Thanks, **** ext *** *************1 This is a saddle in which is to be used on a horse. The horse bucking due to the saddle being new is not an excuse for a saddle to tear. It is poor quality and I want my money back. I paid $418.99 with shipping ($19.99). I feel someone needs to refund my money. I have asked **** for the emails to the manufacturer in which he has not provided. I also asked for manufacturer telephone number, which has not been provided.

  Business response

  01/18/2023

  January 18, 2023
  
  
  Re:  ******* ********** - #5319321
  
  To whom it may concern:
  
  I have received your notice regarding the above listed consumer and appreciate the opportunity to respond. 
  
  As we have explained to the customer, this is a warranty issue and unfortunately, the damage to this saddle is not covered by the manufacturer’s warranty. 
  
  In review, ******* ********** purchased a saddle from our company on November 30, 2022.  After just a few uses, both the front and the back rigging were damaged.  According to the customer, the horse bucked while the saddle was being tightened, causing the damage.
  
  Our initial opinion was that the damage appeared to have been caused by an unusual force applied to a part of the saddle not designed to for it, most likely due to some sort of accident.  This corresponds to the customers explanation.  We let Ms. ********** know what we thought after reviewing the pictures, however, as this is a saddle warranted by the manufacturer, our opinion is not relevant.  We submitted the images to the manufacturer for their review and opinion. 
  
  After review by representatives of the manufacturer of this saddle (JT International Distributors - ***** ************ **** ************* **  46259), the damage occurred as a result of an accident and is not covered by the warranty.  A copy of the response and details of the warranty are included in the attached letter from JT International. 
  
  If you need any further clarification, please feel free to contact me at the number below.
  
  Thanks,
  
  
  
  
  
  President

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩