ComplaintsforCounty Saddlery: New England

• Initial Complaint

  08/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered two custom saddles from County that were fitted for my horse by their own trained and endorsed fitter. Each saddle cost almost 7k each- and upon receiving the saddles they began to cause pain to my horse. One saddle was received June 2023 and the May 2023. In going back to the fitter several times she advised I had gone against her advice ( which is not accurate at all- why would I hire and pay a fitter for a service to then turn around and not take her advice. I have gone to two other ******************* for second and third opinions and both have advised the same answers- the saddles were incorrectly fit from the start and cannot be adjusted to work for my horses. In going to the customer service rep at ******************** they simply said they cannot help since their return policy says they dont take returns. I am now out 14k plus the added cost of increased ***** visits for my horses - and the additional outside saddle fitter costs and the company will not stand behind its best for backs policy nor acknowledge that their own trainer fitted these wrongly causing undo pain to my horses . I asked for them to take the saddle snack and refund me minus a restock fee and they declined stating their is nothing they can do.

  Business response

  09/07/2023

  To Whom it May ****************** following statement is being provided in response to the complaint filed by ****************** regarding her purchase of two County saddles through ***********************************, County Saddlery Representative for the New England territory. We take customer concerns seriously and appreciate the opportunity to address this matter professionally and concisely.

  ****************** has been treated with respect and her concerns have been met with the utmost dedication to resolving the issue. County Saddlery, including *********************************** and our corporate office, has provided extensive support, including next-day appointments, open lines of communication, and even transitioning to a different saddle fitter at ********************** request.

  Recently, *********************************** made additional efforts to assist and address the reported challenges. However, despite our best intentions, ****************** responded with concerning statements, including threats and personal attacks alleging mental health conditions. It was at that time that ******************** informed ****************** that communication would cease due to the level of volatility. 

  We wish to highlight that our Purchase and Return Policy, which ****************** read and signed upon purchasing both saddles, clearly states that we are not contractually obligated to accept returns for custom saddles except when there are material defects, which is not the case and has never been alleged. A copy of that signed agreement is attached.

  We have maintained a complete and comprehensive file of supporting documentation and detailed correspondence between ******************** and **************** related to this case. That information is readily available in its entirety upon request for your reference and assistance, and for public disclosure if necessary. We remain available to address any further inquiries or concerns from your office.

  Thank you for your attention to this matter.

  Sincerely,

  ***********************************

*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. ↩