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Customer ReviewsforChick's Discount Saddlery
9 Customer Reviews
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Review from Natalie R
1 star05/16/2024
I ordered a hay net back in January and called them in March after I used it on a big round bale. It was Junk and didn't hold up. They would not refund my money only a store credit which I didn't want. Several months later I decided to use my store credit and order some stuff I actually didn't need or want but rather just to use up my credit. I placed my order online then realized I wanted to add a few more items I did via email. They were out of a item and notified me so I wrote them back and told them to replace it with a different item instead. Upon looking at my final order I realized a extra halter was by mistake was added that I didn't want or even knew I had ordered it. I wrote them back and the lady canceled my whole order. So I called and she was very very rude and blamed me for them being out of a item. I couldn't even talk she spoke right over me. Unfortunately I still have a store credit to use because my order was canceled. The hay nets are junk! And the people taking the orders are rude. Once I end up using the my store credit I won't ever shop there again..Chick's Discount Saddlery Response
05/17/2024
Those of us in the horse world know that a horse can and will destroy any piece of equipment you put on them if they want to. A hay bag is especially susceptible to abuse due to the fact that they are designed to slow down feeding and for that fact frustrate horses. We do, however, stand behind the products we sell. We will generally issue credit for an item that is destroyed by the horse - with the understanding that the owner should try a different product in the future. This was the case with the hay bag. While that particular item does not come with any type of manufacturers warranty, we issue full credit to the customer. With reference to the recent order: we can and expect to to better than this. This particular order was submitted through our website. The customer made several changes to the order and at the end of the day - we got it wrong. The order had been shipped, and the customer was extremely upset that she was not going to be receiving the items she had wanted. We had the package returned to us and have asked the customer to submit a new order - with the correct items. I wish that I could say that we are perfect, but like everyone else, we do make mistakes once in a while. With any luck we will do better with the replacement order.Review from Emma M
1 star05/11/2024
They sent the wrong items + didn’t send part of the order and wouldn’t make it right. I had to go through PayPal to get only part of my money back for the items they didn’t send.Chick's Discount Saddlery Response
05/13/2024
While I understand this customers frustration, this is not a fair review. We are truly sorry that this did not work out for either of us. One part of the order was missing from the package she received. When this happens, customers generally let us know and we send a replacement She chose to immediately dispute the charge with her payment processor, instead of contacting us about a refund or replacement. She did not give us a chance to make the situation right and by filing a dispute, took the resolution completely out of our hands. The other items were, in fact, the correct items. The colors of two of the items were slightly different from the colors displayed on her computer screen. We have demonstrated that they items were the correct items by use of UPC codes and vendor codes, but she refuses to accept the fact that dye lots can be different. The items she was upset about small value items, and we she was informed that she could send them back for exchange or a full refund. She chose not to, probably because the color differences really are irrelevant. Thanks for the opportunity to set the record straight.Review from Kathleen S
1 star05/02/2024
Chicks Saddlery was a complete disappointment to deal with from the onset. They continually messed up my order as well as billing information 3 different times. Then they sent inferior products to me which were not sized correctly. (I have two small Arabians and ordered COB sized fly masks yet they were so small they wouldn't fit on a small pony). I returned them, had to pay additional postage and asked for full size fly masks and then they conveniently LOST my returns even though the tracking information with USPS stated they were delivered to them. When I asked for a refund at this point customer service hung up on me. This company is shady and delivers inferior products and then keeps your money and won't refund returns. I'm reporting them to the Better Business Bureau.Chick's Discount Saddlery Response
05/03/2024
We have learned, over our 50 years in this business, that every once in a while you will run across a customer that you cannot seem to make happy - Kathleen Schnall was that person for us. She was was difficult from the start and used demeaning language with our representatives each time we had contact with her. She has been refunded for the items that she returned. She was aware that the refund had been processed when she submitted this review and we consider this an unfair review.Review from Kathi C
4 stars03/28/2024
They have competitive pricing on a lot of items. They are a bit slow to ship items out but it appears some items are dropped shipped so.... All in all I enjoy the savings I am getting.Review from Lori W
1 star02/20/2024
I ordered a bulk order of Quest Horse Dewormers. When they arrived they were all due to expire within 5 weeks. There is no way that I could have used even a 1/4 of them prior to expiration. I contacted Chicks to ask if these can be returned for a refund as they were going to expire before I could use them. I was very rudely told that they can be returned at my expense, they must be returned insured as well and that they had been short listed, so I should have known that they would expire soon. I told the manager that at no time did I see that these were short listed and due to expire soon, or I certainly would not have bought them! Chicks takes zero responsibility. I am very disgusted with the customer service the managers are very rude and don't care if you return as a customer or not.Chick's Discount Saddlery Response
02/21/2024
These horse Dewormers were sold at a discount because the were going to expire within a relatively short period of time. The were specifically listed as being as short dated and the item description also stated that the expiration date for the lot was April of 2024 - less than 2 months in the future. Apparently this customer either did not read the description or it just did not register with her, because she was unaware that they were short dated. It should not have been a problem, as we accept returns on just about everything. She was informed that she could return the product. I believe that this is where the problem lies: she had the wormer exported to Canada. The cost of shipping to return them do us in the US would be very high. She asked us to cover the return shipping. We do not provide pre-paid return shipping, unless there is a product defect - which was the case here. The product was as described. We are sorry that this did not work out for either of us. Bob Fleming Chicks SaddleryReview from LJ L
1 star12/29/2023
If I could, I would rate ZERO stars. Customer service is okay UNTIL there’s a problem. My order was delivered to the wrong address. Upon making this known to Chick’s, they assured me they would open a case with the USPS. They did. They also informed me they would notify once my package was located. They did not. Upon reaching out TO THEM they were VERY impatient and careless. They claimed the post office would be notifying them when the package was located and that they hadn’t heard from the post office. Having been weeks, I took matters into my own hands and contacted the post office. A supervisor at the post office ensured me they DID relay to Chick’s what had happened and even forwarded me the email they sent TO the supervisor at Chick’s. So days had gone by following the USPS sending that email to Chick’s without Chick’s letting me know. MULTIPLE times I called Chick’s to find out what I could expect from that point and received multiple DIFFERENT answers. NONE of the staff were on the same page, none of them had the same information as the other. I was FINALLY told that the post office had my order returned TO the post office and that they were sending it back to Chick’s - And as soon as Chick’s receives it, they would send it BACK to me via UPS. That was before Christmas. It is now the 29th of December. I called to check the status of my order. I now am being told that is NOT true, that the package is NOT being sent back to them, that it is lost, and now I’m out my blanket for my horse due to it now being sold out. The staff were VERY defensive with an, “You’re just SOL” attitude. So I asked to speak to the supervisor of supervisors who was INCREDIBLY rude. Talked over me, wouldn’t let me finish my sentences, cut me off, and even raised his voice. I told him I would be filing a complaint to which he responded, “Go for it!” I will NEVER be ordering supplies for my horse via this cheap, horribly informed, disorganized company. Just awful.Chick's Discount Saddlery Response
12/31/2023
We believe that this is an unfair review. The problem was really with the United States Postal Service and their delivery problems during the 2023 holiday shipping rush. We understand the customers frustration - we share in it;. However we feel that her anger towards us is mis-directed. She placed and order, We shipped the order. USPS claims (according to package tracking) to have delivered the package to her address. The customer reported the package as missing. We initiated an investigation. At some point in the investigation, the USPS informed us (and the customer as well, I beleive) that the package would be returned to us. We waited for it to get back, but it never has been returned. The package is considered lost or stolen, at this point. The interesting thing about this is that the status of the package as listed online has never changed - it still shows as delivered to her address - at no point (that I can tell) was the status changed to "returning to sender". The tracking information listed for this package is and has been incorrect since the time of the documented delivery. However, without researching this, it is impossible for our customer service reps to know what was going on with this package. This particular customer called back repeatedly, getting different representatives and confusing answers (the situation was confusing). However, her claims that she was maliciously mislead are just not true. There would be no possible reason for someone to mislead her about this. We offered to replace the items, but unfortunately, one was completely sold out. So we offered a refund for the item that was sold out and a replacment for the item that we could replace. This resolution was not sufficient for this customer, although I am not sure what else we could have done. She berated 3 different repesentatives, including the manager - and yes, voices were raised - on both ends of the line. At this point, we believed that there was not going to be a good resolution to the situation. We cancelled the order and have issued a full refund. We are truly sorry that we could not get this straightened out.Review from RANDIE B.
5 stars08/26/2023
This is my favorite online tack store! Great prices and customer service plus speedy delivery. Thank you, Chick's!Chick's Discount Saddlery Response
08/29/2023
We do our best! Thanks for the kind works. Your Friends at ChicksReview from Joel F.
1 star06/28/2023
We bought some "fly collars" for our horses to help keep flies away. They didn't work right out of the package. Flies would even land on them. We asked the company for a refund and they said the collars don't work in certain areas. Uh what? Isn't a fly a fly no matter what area you live in? My wife talked to the so called the owner of the business, Bob Fleming, and he could not have been any ruder. He would talk over her, wouldn't let her talk and them hung up on her. She called back and he simply said "it's not happening!" and hung up! We could not believe it. Do NOT do business with this company! Read the other complaints against them and you'll see we're not the only ones complaining. How many more don't take the time to write about their complaints? Find another place to deal with even if you have to pay a little more.Chick's Discount Saddlery Response
06/29/2023
We are sorry that we could not help this customer with this product. It is a natural fly repellent, but is not guaranteed to prevent flies from landing on a horse - no fly repellant is. I believe that this customer had unreasonable expectations of this product. The Alzoo Herbal Fly Collar is a natural fly repellant and does not kill flies. It will repel, but is not nearly as strong as a chemical fly spray. It has been documented that flies do not like the scent of the oils contained on this collar - but it will not keep flies from landing on your horse. They will land, but the expectation is tha they will not stay on and bite. We had referred the customer to the manufacturer for further explanation. With respect to our attitude towards this customer: I can simply say that she was ultimately treated with the same respect that she treated our staff. She made numerous calls to multiple representatives, would not allow any of us to speak, and was short, condescending and rude. She was not hung up on, however, she was also not willing to accept that the conversation was over, so I did have to end one of her calls by saying "Thank you, Good Bye". I understand that she was not happy with our response to her request, but that does not excuse her treatement of our employees. I am truly sorry that this did not work out and even sorrier to lose her as a customer.Customer Response
06/29/2023
You told us on the phone that it doesn't work in certain areas. No where in the description of the product did it say anything like this. It's not unreasonable to want a refund for a product that didn't meet our expectations which we got from the product listing. Flies landed ON the fly repellent collar!!! We were astonished that the owner of a business would talk to us they we he did on the phone. He would not let my wife talk, he constantly interrupted and talked over her, then simply hung up. When she called back he simply said "it's not going to happen" and hung up. I've never experienced anything like this from a business owner. He was the one that was short, condescending, and disrespectful. We have never sent a review to the BBB but this one was so bad that we had to tell everyone what happened. This business owner is the worst. If he truly is sorry about this then he would have simply allowed us to return the $44 product and we would not have had to go to all this trouble.Review from Gary H
1 star11/18/2021
Bought almost $600.00 worth of clothes and boots. Had to return a pair of boots and vest. The boots wouldn't fit over my calves and the vest was marked XXL but was actually a small. Took them back and was told needed a receipt..........completely understand that but then when we faxed them the receipt they said the clothes had been worn. No they weren't tags and everything was still on them when we took them back. They even checked the boots for scuff marks and found none. This place is a rip off. Don't go there. No good dealing with butt heads like this.
Customer Review Rating
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