11 Dec, 2018 → by ClaimboUser804111
Customer service and refunds non existent
I ordered an everyday saddle and girth along with a couple of other items. The girth I decided would be too small so I called and spoke with a representative who said he would intercept their vendor to change the size for me as it had not shipped. He also stated he would call me if there was an issue. He didn’t call back so I thought it was all set. Nope....I got the wrong size and had to pay to return it! The refund however was quick on this item, but they refused to pay for the return shipping despite listening to the CS taped conversation. I could have cancelled it and re-ordered to avoid this issue completely. My everyday saddle arrive damaged and was poorly packed. I took pictures and submitted them, was given a return UPS label and told 7-10 days for refund processing one received. I called after 10 days of them receiving the saddle, no refund. I left messages with Management, no phone call. I called several other times, still no refund. After 27 days I filed a dispute with my Credit Union who refunded me immediately. Good luck to them to get their money back. The lack of customer service amazes me. I worked at their original location in Plaistow, NH for years and the original owners did an amazing job. I will never do business with them again. Bad all the way around!