ComplaintsforSchneider's Saddlery
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Complaint Details
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Initial Complaint
06/25/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Company has no quality control nor competent customer service. They sent my the wrong size and then only gave me a partial refund. In addition they did not refund my 10.50 shipping as the fault was 1000% theirs. Horrible customer service. Never buying from them again and had to file a dispute with my credit card!Business response
06/27/2022
The customer reached out to us on 6/14 stating that the customized halter she purchased was too small. We do not accept returns for customized products unless they are defective, so we requested the customer to please send us a picture or the measurements of the halter she received. We needed to figure out if it was a manufacturer defect or if by chance, we sent the incorrect size. The customer refused to provide us pictures or measurements and stated she would be sending the halter back instead. We let her know, we would inspect the halter when it was received.
The halter was received on 6/20, upon inspection, the halter matches all the measurements published on the web site sizing chart. Therefore, this item would not be eligible for refund, however, we wanted to make the customer happy, so we refunded the halter on this date and removed the name plate and sent it to the customer in case she would like it.
On Saturday 6/25, we received an email from the customer asking why we were sending her the nameplate as she had no use for it. This email came in over the weekend and was reviewed today, Monday 6/27. The customer also requested a refund for $10.50 she spent to send the halter back.
Today, 6/27, we refunded the name plate as well as the 10.50 for shipping. We consider this issue closed.
Initial Complaint
05/12/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
My family purchased a gift certificate for me to this business. The gift certificate was purchased on or around Nov. 2021 for my birthday in the amount of $200. I used it for the first time in April, 2022 to purchase a fly mask for my horse. I purchased an item that was 28.95 I used the gift certificate. Order ********. The original gift certificate is: **********. I was told after ordering the fly mask that a new certificate would be mailed to me, reflecting the deduction of 28.95. I was told a new gift certificate with a new Gift Certificate would be generated to use toward additional purchases. I had additional horse items to purchase, so I waited for the new certificate to come. It never came. I called in and said I have not received the newly-generated certificate. I was then told a check, and not a gift certificate was being mailed to me. I said well that's fine, but it's not what I was told when I ordered the fly mask. This was in April. It is now mid may and I have not received either a new gift certificate or a check in the amount of 171.05. Moments ago I just called the company again, they are now saying it is a gift certificate that was sent out on May 6, 2022. The story of my monies has changed three times. Meanwhile the funds are not available to me to finalize my horse purchases. I have to use my own money even tho monies were set aside on gift certificate. I do not feel this company is being transparent as they don't have any tracking information about where my money is. I also don't intend to do business with this company any longer if everytime I make a purchase I have to wait two months to having access to the remaining funds. Finally, the rep I just spoke to mentioned a gift certificate in the amount of 168 and some change. however my refund should be 171.05. I do not want a reissued gift certificate I want my cash to make my horse purchases elsewhere. It shouldn't be so difficult to do business with these folks.Business response
05/18/2022
We apologize that the process to be able to refund the remaining funds has taken this long with so much back and forth. We are in the process of updating systems and this process will be looked at and improved on, as a result of following how this situation was handled. The refund check has been mailed and the tracking number sent to the customer.Customer response
05/19/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
******* *****Initial Complaint
01/11/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought 5 horse blankets between 2019 and 2020 that were sold with 5 and 10 year warranties. I have contacted this company 6 different times the first time on November 3, 2021 six about 3 of these blankets coming apart at the seams, stitching unraveling and snaps broken. I have spoken with Laura, Andrew, Susan, Dorothy and Amanda. Each time I have been asked to submit photos (5 different times) then told once to take them somewhere and have them sewn back together on my dime, told me that customer service rep (Andrew) is no longer with them and to resubmit everything. Three months later I have no idea if they will honor the warranty or not. Most recently I have been dealing with Amanda P*******. She has not contacted me since last Thursday stating she was reviewing the case.Business response
01/12/2022
After reviewing the situation it looks like the warranty replacement was entered in on 1/6/2022 and was placed on hold pending information from the customer. Once the information was received, the orders were released and the blankets were shipped. I have spoken to the customer and provided the tracking numbers for the blankets and they will arrive to her before the end of the week. We do apologize that it took longer than our usual timeframe. As the customer mentioned, the original representative that owned the claim is no longer with the company and we do not foresee any future issues. For blanket damage that can be repaired, we do offer for the customer to have them repaired locally so that they are not out a blanket when they need it, but we pay for those repairs under warranty. In this instance, we have sent three new replacement blankets.
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.