Considering complaining about the saddle issue... would you?

[jesterfaerie]

I am sure some of you have seen my posts about how much trouble I have had with my local saddlery and their inability to get back to me regarding a saddle. For those who don't basically went in 4 months ago said I liked saddle X, wanted one fitted to my horse, one was ordered for me, 4 months later heard nothing, no phone calls answered or messages replied to, ended up with one in my size, wasn't contacted that the saddle had arrived and it was placed as just another saddle for general sale, won't get back to me regarding having it fitted. Have now taken my custom elsewhere.

I am posting a complaint to them as I am taking my custom elsewhere, after all the obviously don't want my money! So I will no longer use them to buy anything from, despite them being used for the past 8 years for anything I haven't bought online. I am also considering complaining to Thorowgood as this tack shop is listed as one of their suppliers surely they should know their their suppliers aren't selling their saddles to the customers (well at least one!) who order them.

I am wondering if anyone else would do this? Part of me is thinking that I am being a bit petty over the whole issue and that a complaint to the tack shop itself would be enough. What do you think?
Would you complain at all if you were in this situation, if so who would you complain to?

 

[Haha]

Yes I would complain to Thorowgood. Did you buy another Thorowgood or a different make?

I'd tell them I was now looking at a different make as that's what the other saddlers sell. They may offer to come and fit one for you and let you have it dirt cheap for good customer relations.

I'm very good at getting on the case when I feel dealt with shabbily by any company no matter how big they are.

 

[Trotting]

I would complain in depth but, not too harsh to the tack shop and then briefly your issues to Thorowgood. You never know, they might be really annoyed with the tack shop and offer you discount and/or a saddle fitting.
It sounds like a huge error on their half but, you don't know if they've had complications etc.
However, at the end of the day, it was their responsibility and they should have chased everything up. Surely they're clever enough to understand that:
happy customers = happy money in their bank!

 

[jesterfaerie]

Haha - I haven't bought another saddle yet the fitter is coming out tomorrow but doesn't have any Thorowgood so if I buy one it will be a different make.

Holly_Star - I have been rather understanding to them, they told me it would be a 2 week wait for the saddle but it was several months, I didn't mind as I put it down to Thorowgood having to make them etc so I expected that it would take much longer than what the tack shop quoted me. However the tack shop have made no effort to contact me, a) to tell me the saddle wouldn't arrived when they told me it would, b) that one had arrived in the size I ordered, c) return any of my calls, messages regarding the saddle or the fitting, d) they would say they would call back later that day and they wouldn't, e) weren't that apologetic (or even bothered) whenever I have spoken to them face to face.
As I said if they had turned around and informed me of the situation, then I wouldn't complain I am more upset by the lack of customer service.

 

[jesterfaerie]

If anyone who agrees with me complaining to Thorowgood wouldn't mind proof reading my letter of complaint I would be grateful. PM me please
Many thanks