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Saddle Companies with the BEST and WORST Customer Service

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  • Saddle Companies with the BEST and WORST Customer Service

    Edited to restart the topic and keep it slightly more positive. Gee, go figure.

    What are the best and worst saddle companies you've dealt with, as far as customer service?
    Last edited by Velvet; May. 16, 2012, 11:46 AM.
    "And I'm thinking you weren't burdened with an overabundance of schooling." - Capt Reynolds "Firefly"

  • #2
    Stubben is outstanding in every regard!


    • #3
      County. LOVE LOVE LOVE the local rep. Wish she worked for someone else! I have never had such rude and nasty service as when I dealt directly with the office.
      "Adulthood? You're playing with ponies. That is, like, every 9 year old girl's dream. Adulthood?? You're rocking the HELL out of grade 6, girl."


      • #4
        I had honestly terrible service at EuroAmerican Saddlery with my Hennig. I honestly think I had a legal complaint but I didn't pursue it due to lack of time and motivation to engage in ugliness. I don't think EuroAmerican IS Hennig....but I think Hennig needs to pull their heads out of the sand and get different reps in the US.

        The other companies and reps that I've dealt with: Passier, Albion, Niedersuss and Prestige have been fine.


        • #5
          I had the same experience with County years ago and won't buy from them again for that reason. It's amazing that these companies are so cavalier when it comes to customer service. I don't care how good their product is, there are other saddle makers out there with as good or better saddles AND great customer service, so why bother with those with poor service.

          So far, I've had the best experiences with Stubben and Roosli. Nice people, forthcoming with info, and deliver when they say they will--actually sooner in both cases. Love them both. I already ranted about Hennig on another thread, so won't get into it here.

          Opel, Euroamerican is a Hennig distributor.
          Last edited by suzy; May. 21, 2012, 10:15 AM.


          • Original Poster

            Originally posted by Ibex View Post
            County. LOVE LOVE LOVE the local rep. Wish she worked for someone else! I have never had such rude and nasty service as when I dealt directly with the office.
            Totally my experience, too. If they didn't have a local rep I liked, I'd tell people to not walk, but RUN away from that company and their lousy customer service. But if you use a local rep, you can get through the issues. Makes you wonder what your rep has to deal with...
            "And I'm thinking you weren't burdened with an overabundance of schooling." - Capt Reynolds "Firefly"


            • Original Poster

              I had to complain out here about Schleese to get a response, but they did respond and correct my problem. It was just too bad it had to be raised publicly before I got the response required for the situation.

              I have never had a problem with Keiffer. I like my local Stubben rep and had good experiences when talking to their North American offices.
              "And I'm thinking you weren't burdened with an overabundance of schooling." - Capt Reynolds "Firefly"


              • #8
                I love my County rep and have had nothing but good response time and treatment from the company as well.


                • #9
                  Hastilow USA is GREAT!!! Bought my bench made Hastilow saddle from them, Ian Hastilow himself looked at my mares pics and video to help design the mod's for her, first saddle came in not what we asked for/agreed on, they took it right back and remade it and mare LOVES her new saddle. To be fair, its not MY dream saddle, but mare couldn't wear what I wanted. Also, even better, Hastilow let us use a loaner saddle while ours was being made because they didn't want mare ridden in saddle that was bothering her so much! This ended up being a 3 month loaner period! It was a really positive experience.


                  • #10
                    The local rep has everything to do with the level of customer service. Until recently, our local Albion rep was very unresponsive. Once you finally get her on-site she is great, but good luck getting to that point. We recently got a new Albion rep in the area who is much more customer service focused. A good rep makes all the difference.


                    • #11
                      I also have had great luck with Hastilow USA. They fitted the saddle (I bought a used Hastilow Piaffe) at my barn in PA and when I needed to have it restuffed many months later as my horse became more muscled, they were here within a couple of weeks. I can't say enough good things about the time, interest that they took with me and my horse (and with me just buying a used saddle at that!)


                      • #12
                        We have had good luck with Schleese however I have heard of people who haven't. I don't know if it's due to local reps or who you reach in Canada for customer service. We do like their saddles and have had the people from Canada come to do fittings.


                        • #13
                          The Good and Not So Good

                          The Good: Our "local" County rep is the absolute best. She travels from the Montréal area to see us here in Ontario.
                          Knowledgeable, exacting, generous and absolutely delightful.

                          Unfortunately County corporate in Lisbon MD, hasn't been as helpful.

                          Very grateful that I have a fantastic rep – because I really love both my Countys!

                          The Not-So-Good: Schleese. Have had very negative experiences w/their reps.
                          I also find their saddles put me too far from the horse's back


                          • #14
                            My experiences with Trilogy have been great.

                            My experiences with Custom have been awful.
                            Last edited by atlatl; May. 17, 2012, 01:05 PM. Reason: Whoops! meant Custom, not County Sorry!


                            • #15
                              Hands down BEST - Stubben. Love the saddles, love my fitter (who's not a salesman - just all about getting the right saddle on the horse), love how the horses go in them, love how I ride in them. I can't say enough good things about Stubben and my fitter!

                              ETA: My trainers love my saddle as well! (forgot that in my list earlier!) Whoops!
                              Last edited by Tasker; May. 16, 2012, 08:13 PM.
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                              • #16
                                My worst experience has been with Custom Saddlery, trying to get a rep up to Northern MN has been a night mare, after months of trying to get them up here, I sent my saddle back. I LOVED the saddle, but after it started making rubs mark on my horses back I wanted a solution, well they didn't want to fix the issue obviously and I had a $2500 saddle I couldn't ride in.

                                I have County Saddlery coming up this weekend, and just talking to them lifted my chin up about my whole saddle crisis.


                                • #17
                                  I've had nothing but good experiences with Custom Saddlery.

                                  P~P, after those several months of use, did Custom Saddlery let you return the saddle for a full refund?

                                  I also have heard some pretty bad stories about EuroAmerican. When they were up in NJ and Charlie and Romy were running the place, it was great. Once Charlie moved to FL, things got sketchy. Very sketchy last year, and now they are called The Dressage Connection. But I heard several things about people leaving saddles on consignment, and the saddles disappeared and the company went belly-up when they changed names and people lost a bunch of money.


                                  • #18
                                    I had a bad experience with Laser saddles. Customer service was really bad.
                                    However I do love their saddles.
                                    I'd like to get another one of them, but my previous experience with Laser direct left me pretty sour.


                                    • #19
                                      Excellent service from Spirig USA...bought 2 saddles from them.
                                      Do not confuse motion and progress. A rocking horse keeps moving but does not make any progress.
                                      Alfred A. Montapert


                                      • #20
                                        Originally posted by Samantha37 View Post
                                        I love my County rep and have had nothing but good response time and treatment from the company as well.
                                        This. I have dealt with 2 County reps and been pleased with both since I wait and buy demos. I have to laugh at my current rep. She fitted me demo County to Sophie then mentioned she had this bull hide demo....yup, I bought it.

                                        My only interaction with the office happened when my first rep got the date wrong on my credit card, fixed with a phone call.
                                        I wasn't always a Smurf
                                        Penmerryl Sophie RIDSH
                                        "I ain't as good as I once was but I'm as good once as I ever was"
                                        The ignore list is my friend. It takes 2 to argue.