ComplaintsforTruth Saddlery

• Initial Complaint

  01/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In 9/2022 I began ordering a saddle from truth saddlery. They kept getting my quote wrong as well. However, at the end of September my horse had to be euthanized due to an injury. I emailed and asked for my money back as I couldn’t complete the purchase. Since I wasn’t going to be getting the good/service completed I don’t believe they should keep my $350. I have called multiple time and even emailed and haven’t received a response. One time when I called I was even told by an employee they don’t refund money for such a thing but she would transfer me to another department. Well they didn’t answer. I left my name and number and I have yet to hear from them and it’s been several days. I don’t believe any of this follows the ethics they are advising about their business.

  Business response

  01/30/2023

  we received a bad ****** review from her this AM also and already responded with the following. 
  

  The invoice is attached also. 
  

  our policy is very clear here and on our website. 
  

  We have offered a credit. We do not give refunds on deposits for custom orders. 
  

  Truth Saddlery Managment 

• Initial Complaint

  10/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  September 2021 I purchased a custom saddle for $3700. Was told 20-30 wks for the build and I would have my saddle around April 2022. They say they do not guarantee Time frames however it is now October 2022 and I still have no saddle and I also still have no accurate time frame. Since January I have been asking for an update on my saddle and all I have received are excuses of why they can’t give me one except “it’s in the building stage”. The lady who handles the customer emails is really rude saying “she doesn’t have time to answer customer update requests” and is very mad at me for emailing her a lot but if I had received the answer I’m looking for (an accurate date) then I would not be having an issue. Or if I had been kept updated with delays on supplies and given a new accurate time line then I would not have a problem. I have read where others have already received theirs In shorter time frames. I have even had a lawyer email then to please either give me my finished product or a refund and they never responded to her email. The lack of communication is my biggest frustration. They have time to post brand new saddles on their Facebook page every day but yet they can’t give me an update on mine. At this point I either need my saddle (finished and completed CORRECTLY) or my money back (full refund). I understand that I have been emailing and calling them a lot but if I had received the answer I was looking for then I would not have had to do so that much.

  Business response

  11/01/2022

  We had a lengthy conversation with **** on October 24, 2022. At this time we realized the original sales rep that took her initial order did not communicate/record what she wanted correctly leading to many issues as we processed and worked on her saddle. The conversation we had on the 24th cleared it all up and in the end we think she is going to be very happy with her saddle. We are diligently working on getting her saddle finished up and to her. We have attached the follow up email to **** sent on Oct 25th that has the corrected order form and her response that says Thank you so much! We believe we have reassured **** on the process and resolved any doubts she had. We are confident she is going to love her saddle when she gets it. We are working on getting the saddle finished and to her before the end of the year or sooner but as we always say, we cannot make any guarantees on time frames given due to the nature of our business. 

  Customer response

  11/02/2022

  
  Better Business Bureau®:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** **********

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