Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent an email asking about a saddle purchase. I asked if I could have it on trial. They told me yes. I asked if I needed to call or just purchase online. They said either way would work. I purchased online as directed. The saddle did not work.l for me. I returned it and they refused to refund some fee or $73.97 that they claim was because I purchased it online without checking on trial- but that option was not available for the saddle. I complained and they told me that I shouldnt have purchased online and then I wouldnt have that fee!!! I told them that I followed their directions and they ignored me. I would like the fee returned at the very least.

  Business Response

  Date: 11/06/2023

  The customer having filed the complaint had been issued verbally on the phone instructions as to our companies polices regarding saddle purchases verse saddle trials.  We are a unique saddlery in that we allow customers to have a trial period of 14 days with our stock to determine whether the saddle is correct for the rider and the horse. A saddle will show wear after every use and can no longer be considered new after a trial period, as such we can no longer sell a product as new if it has been used by a previous client. Clients can come to us via phone, email or website and all are give the policy beforehand. Our policy states that if you take a saddle on trial we place a hold for the value of that saddle on either a written check or bank card if the saddle is returned we release the hold. This aids us to avoid costly transaction fees running a card for purchase and refunding a card when or if a purchase is returned (which we as a company must lose for the privilege of allowing customers to pay with bank cards). This customer was told to note she wanted a saddle trial when she purchased the saddle off of our website site so we could avoid running her card and being charged the fees. In claiming it was not an option is not a valid complaint, there is an additional comments box on checkout where a saddle trial can be noted, this was where she was to note a trial, if wanted should be made. This notation was missing so it was assumed she had changed her mind and wanted to purchase the saddle outright. 

  When a customer purchases a saddle and then returns it within 14 days they are subject to a 20% restocking fee to put the now used items back into stock, as they can no longer be considered as new.  This customer did not note she wanted a trial on her order and was charged the saddle purchase fee plus shipping and 3% service fee for card convenience.  The client then returned the saddle and we as a company waved the 20% restocking fee and returned the saddle for full price (since she returned it in wonderful condition and under the 14 day return period) but we did not refund the original shipping charge or the 3% service fee as what we thought was fair and covered both the cost of postage and bank fees for running her purchase as a sale.  The amount in question asked for as refund is the convenience fee amount which we were charged by the credit card company. We did not receive that fee back when a return is made, and although it is considered the cost of business we do offer customers the option of sending checks to avoid this fee.  We feel we offered good customer service in not holding this customer to a restocking fee after a purchase. 

  Customer Answer

  Date: 11/17/2023

  Id just like to say that they claim I was told to note it was atrial when I purchased which is unequivocally untrue. I was not told to do that and they ignored me repeatedly when I complained. They gave me conflicting and false information and came up with new and conflicting reasons each time.  
  

  I frankly wanted to warn other customers that you cannot trust their word and they will not stand by it. Especially when making such large purchases, customers should be warned.