The Patey Saga - A Happy Ending

[Madison]

For that price, and a custom order, you should be really happy with and excited about what you got. NOw every time you look at those ribbons you'll be reminded of the grief, much less all the headaches! There's no way I would keep that hat knowing it was pulled off the rack and "customized" in a half-a$$ way. I hope there is something Patey can do for you, but if not Regal Crowne would NOT hear the end of it from me until I was happy.

[JUSTTHEMOM]

<BLOCKQUOTE class="ip-ubbcode-quote"><font size="-1">quote:</font><HR>Originally posted by MyShadeOfPink:
to me it sounds like a whole bunch of you got ripped off. i bet the uncomfrotable ones are not safe at all. I'm sorry but if somthing is already squeezing my temple and forehead that hard, if I hit the ground with my head wouldnt that be even MORE pressure? <HR></BLOCKQUOTE>
When I got my daughter her very first helmet, I was at the mercy of the tack shop employee. They INSISTED that the helmet we wanted...did NOT fit her, it was too loose. So, we dutifully buy the one they say fits. She hates it, but we both believe this tack shop lady obviously knows more than we do.

The first ride and the headaches start. But, you know, the tack shop knows what they're talking about, right? After about a month...I notice BLOOD coming out from under the helmet!!! It is so tight that it has stretched open a scar on my daughter's forehead where she had stitches about 10 years ago. We couldn't get a new helmet for a week or two...and it did it every ride. I was not happy.

Picked out our OWN the next time, despite the offer of "help" (we went someplace else). We've had the same erroneous "Help" from well meaning barn people, other sales staff, etc. We've grown more confident in our own knowledge, and would never get any equipment that hurt. That feels like buying a size size 6 dress that you know doesn't fit, but "I'm losing weight...I'll find a way to get into it. Just a waste of money. But good luck to those of you with these helmets, I surely hope things get better.

[Anticipation]

I went to their booth at Loudon a few years ago and got mine made within 2 days!

[Anyplace Farm]

OK, here goes. I spoke to the Managing Director. He was very polite, understanding and helpful.

He explained to me how the hats are made. To the other posters that thought this, they are right: The hats are made from a block that is, in my case, a regular 6 7/8. If you look at the verbiage on their website, however, it is a little confusing because you think otherwise. Anyway, once the hat is made, a conformiture is put in the hat that has been set to mimic your headshape, per the measurements taken for fitting of the hat. It is heated and steamed to conform to that block.

What he did say was that they haven't made the ones with the tails up in at least a year. He said that I should not have to bend over and butt my head against a wall to put the hat on my head. I should not have bruising, nor should it cause a headache. He said the box should have had my name on it or an order number on it. He said that the number that I found inside the helmet last night was the date it was made: the date ended in 01. He said it was clear the hat is older and because it has gone thru so many changes in temperature, it most likely can not be shaped successfully to fit me. He said it disturbed him that it took 7 months for the hat to get to me. Margi and Tomasso blamed Patey for sending a hat w/the tails up. This upset him as well.

After talking w/him, and after seeing what other posters wrote, I decided I just want my money back. Hate to say it but I just have such a bad taste in my mouth, I'm afraid to even order this thing again.

I called Margi and left her a voice mail saying that I was confident the hat had been pulled off the shelf after sitting there for some time and it could not be fit to my head. I wasn't sure if I wanted them to try to order me a new one or if should just ask for my money back. I understood that there were no refunds on custom orders but if I had to contact my attorney for assistance, I'd go that route.

When I got back to my office this a.m., I had a voice mail from her. It started off w/her explaining how the hats were made. She explained it exactly as Patey did. At one point she said, "I don't know what you were expecting to get for the money that you paid."

Here are some of the more irritating things she said, and I quote, in her voice mail to me:

"I would be more than happy, in fact, I INSIST on giving you your money back.

Claiborne, Tommy Serio, Tony Workman, millions of people in Virginia might be more eductated as to the way it works.

The fact that that hat was in a box that didn't have your name on it, merely means that sometimes (condescending tone inserted here) hats get switched around in the box. Hah! Can you believe that we move horse show to horse show each week and we can't run like a department store? (insert "Oh darn, what a shame" tone here) But gee whiz, that's the way it goes. And I can show you a number of hats that we have in stock that have ribbons up on them rather than ribbons down so I'm OH so sorry that we made that mistake and took those ribbons down the way that we do for the other obviously lesser important people."

I immediately called the managing director at Patey so he could hear. He was flabbergasted.

I then called her. All I had to do was identify myself and she said she'd give me my money back and she proceeded to put me down by saying, "We only sell to a *certain* kind of clientele." And proceeded to allude to the fact that I just wasn't that kind of client. That if I wanted, there was a hat that would more closely fit my needs i.e., the Charles Owen, which I could buy off the rack for $300.

I made certain that Patey knew not only did she not even offer to get me a new hat, but she directed me to Patey's competitor.

I said, "Well, Margie, if you set out to try to put me down, you've succeeded. However, you need to realize that $650 is $650 regardless of the hand that it comes from."

She said, "I would rather give you your money back than hash thru this back and forth. Thank you, have a nice life. Goodbye." And proceeded to try to hang up before I could find out how she wanted me to get the hat back to her. Anyway, I'll see her at PG and will get my money back then.

Can you say bee-atch?

[Pol]

Wait a second. I have just read this whole thread. Do you mean to tell me you have spent all this money and energy on a hat you are going to wear when you ride horses and IT IS NOT APPROVED???Good glory, Girl, I hope you never fall off. No matter how comfortable and beautiful that hat is, it won't give your head the kind of protection it needs if you land on it...

[JUSTTHEMOM]

<BLOCKQUOTE class="ip-ubbcode-quote"><font size="-1">quote:</font><HR>Originally posted by Anyplace Farm: At one point she said, "I don't know what you were expecting to get for the money that you paid."
"We only sell to a *certain* kind of clientele." And proceeded to allude to the fact that I just wasn't that kind of client. <HR></BLOCKQUOTE>
Yeah! For $650...what did you expect, anyway? Just be glad you aren't that "certain" clientele!

[Ketch]

Whoa. I have been following this thread. That is totally uncalled for, and makes me glad I bought a Hadfield's Beagler this year instead of ordering another Patey.

Edited to add: Pol, it is still a free country, and I don't think she was asking for opinions on approved vs. unapproved.

[Merry]

Oh. My. God.

I have read through this entire thread, and was truly interested in your plight (as I said before, this so reminds me of my horrible experience with my custom chaps).

The price you paid for your hat is moot. It was something you desired, you ordered it on good faith, and you were ripped off.

What I find incredible is the litany of excuses (much like the B.S. I got about my chaps) followed up by the condescending tone. "Certain clientele" my ass. And we wonder why our so-called sport has an elitist image?

Here's hoping you get your $ back promptly.

[suecoo]

Personally I'd sue her anyway just to be sure she was clear that I damn sure wasn't that clientele she was so accustomed to ripping off! I'd want a refund of my intial $650 plus the interest it would have accrued had I left it in the bank, plus what ever monies I'd expended calling (Patey) England and all over the country tying to track them down! She'd remember my name......

[Anyplace Farm]

<BLOCKQUOTE class="ip-ubbcode-quote"><font size="-1">quote:</font><HR>Originally posted by suecoo:
Personally I'd sue her anyway just to be sure she was clear that I damn sure wasn't that clientele she was so accustomed to ripping off! I'd want a refund of my intial $650 plus the interest it would have accrued had I left it in the bank, plus what ever monies I'd expended calling (Patey) England and all over the country tying to track them down! She'd remember my name...... <HR></BLOCKQUOTE>

Suecoo, you're hired!

That mean old bag (Margi)! I just printed out a paper copy of this entire thread and am FedExing it to the managing director of Patey. I wrote a letter thanking him again for his time, reiterating how appalled I was at how Margi spoke to me. I said that "although I am not rich, I have enough money and lack of sanity to give Regal Crowne $640 for something I was going to be very proud to wear."

I said that "no one I know or come in contact with will purchase a Patey from Regal Crowne."

I told him that the print out of this bulletin board was from a forum that is hosted by The Chronicle of the Horse which is a magazine with 20,000 paid subscribers in the US, Canada and overseas. That a lot of people would be viewing this forum and that the words "buyer beware" will be out on the street when Regal Crowne or Patey is heard.

I encouraged him to select a more reputable representative for his wonderful product and said that Regal Crowne was doing their good name a great injustice.

[Teach]

Great plan! I'd also make sure to include the url he can use to access the boards himself so that he can SEE how the convo. is proceeding, & whatever info is added after you do your printout. Good luck with it!

[411]

OMG. My jaw literally dropped when I read your post detailing the conversation with Margi. I can't believe the gall she has to speak to you, or any customer, in that manner. I would relish the opportunity to show up and collect your refund in person and I'd love to tell her where she can stick that hat!

When all is said and done, I encourage you to file a complaint with the Better Business Bureau. Shocking what some companies consider to be acceptable customer service.

[Bumpkin]

I have never done this before, nor thought it, but it makes me want to call this person and just tell her off for doing this to you.
!!!!!
The nerve. And then we all wonder why Horse Show people get a bad name, maybe from people such as her.

[Tackpud]

Anyplace, sorry you've had to go through all this. Unfortunatly I can believe that the messages and conversations are all too real. I'm glad the folks at Patey are hearing from you and I hope they will listen and realize that Regal Crowne is doing them an injustice.

[Anyplace Farm]

<BLOCKQUOTE class="ip-ubbcode-quote"><font size="-1">quote:</font><HR>Originally posted by Tackpud:
Anyplace, sorry you've had to go through all this. Unfortunatly I can believe that the messages and conversations are all too real. I'm glad the folks at Patey are hearing from you and I hope they will listen and realize that Regal Crowne is doing them an injustice. <HR></BLOCKQUOTE>

Actually, I need to thank all of you for even listening. Don't forget, thru this forum, Patey is hearing from all of you as well!

Bumpkin, you are the best for wanting to stick up for me. Horse van lovers unite!

[Ride'emCO]

The cherry on this crap sundae for me is that she's dropping all these names - and you KNOW that none of them would put up with this nonsense from her! I cannot believe the arrogance of these people! Thanks for the informative thread, Anyplace, it's good to know who to avoid in the future.

[Anyplace Farm]

<BLOCKQUOTE class="ip-ubbcode-quote"><font size="-1">quote:</font><HR>Originally posted by Ride'emVA:
The cherry on this crap sundae for me is that she's dropping all these names - and you KNOW that none of _them_ would put up with this nonsense from her! I cannot believe the arrogance of these people! Thanks for the informative thread, Anyplace, it's good to know who to avoid in the future. <HR></BLOCKQUOTE>

Trust me, you can't even get the full flavor of the crap sundae until you hear her voice. I just played the VM for Roomfor2. She was amazed at the nasty tone. We're not talking mean, we're talking unbelievably snotty and childish. Especially at the part where she said, "so, I am OH so sorry..." and "but gee whiz, that's the way it goes." It took the frickin' cake.

Trust me, if this board had the capability to support sound clips, I'd put it on here.

[Sandbarhorse]

WOW! I really just can't believe that people think they can do business this way!

I am glad to hear that the Patey manager and the others at Patey treated you well. Now, I hope they get a better distributor for their product.

Hope you get your $$ back quickly and easily! I can't even begin to imagine how much wine it would take to calm me down after that conversation.

[JUSTTHEMOM]

I forget the real numbers, but it's something like..."when a customer is happy, they tell a friend...when a customer is unhappy, they tell 10".

Wonder if, with the elitest tone, that Regal Crowne has any idea how much money may or may not be represented on these boards alone? Since a "certain clientele" is their interest. I mean, how many responses did you get on here from people who already own a $650 hat. And I'm sure that's a very small percentage. Heck...I don't even own a horse and spent over $3000 in the past 2 weeks on tack and clothes! My daughter's been riding a year and we're on her 4th helmet. Methinks they might be barking up the wrong tree. Maybe she didn't mean they were looking for big name/big money clientele...instead, she was only interested in clientele stupid enough to put up with their "service". No sale here. Customer service is EVERYTHING to me.

[Roomfor2]

I'll tell you all - Anyplace played the phone message from Margi to me - At first it's a normal voice, then it changes to the most nasty, condescending, nasty tone I have ever heard from a grown woman. Thank goodness not all sales people are like this. Can you imagine Beval doing business like this. I couldn't believe my ears. She named dropped and really did insinuate that Anyplace was a lessor important person. When Margie started with the "But gee whiz, that's the way it goes." in that deep snooty tone I about slid out of my seat. I couldn't believe it. I think anyone going to PG should meet with Anyplace and follow her to their booth as backup!!!!