Feeling a bit gutted... WWYD?

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Copper-Beach

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Normally post under a different account but wanted to keep this separate...

Approx 8 weeks ago I was lucky enough to be in the position to buy my first brand new saddle. Fitter came out, horse went beautifully in it. It was a lot of money (over £1000) so I didn't buy there and then as I wanted to mull on it. Decided to go ahead with it but when I got it home I noticed the leather had a worn looking mark on the front of the saddle flap and a slightly darker mark under the flap near the stirrup bar. As I've never had a new saddle before I put this down to it needing conditioning as it had maybe got a bit dry in storage etc.

Since then the worn leather at the front of the saddle has got more and more worn, despite regular conditioning and utmost care on my part. It has not been bashed or scraped in any way and is stored on a rack in the house with a fleece cover on at all times.

I contacted the maker of the saddle who said they would replace the pads. However they have said that I've damaged the saddle and therefore can't have a replacement saddle. They also said it needs assessing... Which worries me that I might send it back only for them to insist its my fault and send me a bill. They are adamant I've scraped it.

With hindsight I should have complained about the worn section as soon as I got it home but I hate complaining about things and I thought the leather may just be dry... Naive, yes, I know.

I'm not naming any names in this post because I don't think that's fair, but would you be happy with paying over £1000 for a saddle that has to be repaired rather than receiving a replacement? Or am I just being a bit precious? The maker has also offered me a refund but told me if this is my preference then I can 'take my services elsewhere' and can't have one of their saddles. This is a real pain as it's taken me a long time to find a saddle that fits.

Sorry for the whinge but I feel a bit miffed that I've paid an awful lot of money for a product that's not right only to be told I've quote 'abused' the saddle and been spoken to quite horribly. I can see this from their point of view but I know I've done absolutely nothing to damage the saddle.

Thoughts welcomed - repair or refund and start all over again? Thank you for reading this far :)
 
Poor you. I would have thought that you would be covered for a full refund or a replacement under the Sale of Goods Act. I'd call your local Trading Standards office to clarify.
 
Assuming its a perfect fit I would probably have it repaired

If it was the maker that sold it direct to you then you could argue about the mark - do you have any pics from the fitting or when it was new?

If it wasnt the maker that sold it direct to you then i think they are being more than fair as they dont know what has happened to it
 
Millymincepie said:
Poor you. I would have thought that you would be covered for a full refund or a replacement under the Sale of Goods Act. I'd call your local Trading Standards office to clarify.
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Thanks :(. They have offered me a refund but won't replace, which is what I wanted. Having dealt with TS previously i know they aren't any good when two different areas are involved, they just try to pass you between the two. Problem is I can't prove I haven't damaged it, I just know I haven't.

Feel completely gutted about the whole thing
 
As they are offering a repair and the saddle fits really well and you like it, I'd take that. Wouldn't necessarily expect a replacement; after all, if they are going to fix the broken bits, you've not lost anything; you'll have got what you paid for, which is a nice, new condition saddle. I think the saddler is offering to put you back in the position you would have been in, and legally this is enough; they don't have to give you a replacement.

If you're really unhappy and don't trust them, I'd take the refund; finding a saddle that fits well is a real bind and if your horse likes it, I'd keep it. He doesn't care that it's scuffed I'm sure! Annoying, yes - but they have offered to put it right, which is known round my way as 'fair do's'.
 
WelshD said:
Assuming its a perfect fit I would probably have it repaired

If it was the maker that sold it direct to you then you could argue about the mark - do you have any pics from the fitting or when it was new?

If it wasnt the maker that sold it direct to you then i think they are being more than fair as they dont know what has happened to it
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Fair point. The agent just contacted the maker so they're saying the same thing.

Like I said, I can completely see it from their POV but when you know yourself that you've done nothing wrong it's a bit soul destroying.

I probably will just have it repaired I guess.
 
SadKen said:
As they are offering a repair and the saddle fits really well and you like it, I'd take that. Wouldn't necessarily expect a replacement; after all, if they are going to fix the broken bits, you've not lost anything; you'll have got what you paid for, which is a nice, new condition saddle. I think the saddler is offering to put you back in the position you would have been in, and legally this is enough; they don't have to give you a replacement.

If you're really unhappy and don't trust them, I'd take the refund; finding a saddle that fits well is a real bind and if your horse likes it, I'd keep it. He doesn't care that it's scuffed I'm sure! Annoying, yes - but they have offered to put it right, which is known round my way as 'fair do's'.
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The only thing that wouldn't be repaired is the section that has a dark mark on it but I guess I can live with that. I think it's been caused by a stirrup leather from a previous fitting as it was there on the day it came to me.

I just hope it doesn't wear again... I'd hoped the saddle would last us many many years. But you're right, the fit is the most important thing
 
It seems odd for them to be able to offer you a full refund but not a replacement. I think I would take the refund myself unless you have a particularly difficult horse to fit. I they don't feel the need to keep your money and solve the problem by giving you a replacement then I would take my money elsewhere.
 
If they had been rude and upsetting to me, I would be taking the refund and shopping elsewhere. I also wouldn't risk the cost of this assessment. Life is too short, and that amount of money will get a decent saddle without the aggravation, even if not brand new.
 
Thank you... I was starting to feel as though I was being unreasonable. I can't do anything until after Christmas now anyway so have some time to ponder some more.
 
I think they're attitude of 'you can take your business elsewhere' would sum it up for me. I'd get the refund and go elsewhere. I agree with them though that they can't take your word for it that it was there before or after but I don't like the sound if their response.
 
wench said:
I'd be going for the refund... and taking my services elsewhere!
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this^ - i bought my first expensive saddle at the start of the year and i found it actually a very personal thing.. i adore my saddle and frankly if id had the experience you have id be taking the refund and looking elsewhere as otherwise the experience of having the new saddle would be totally ruined for me and not so special anymore.
 
Actually, I can see it from their POV. They only have your word for it that you didn't damage the saddle. Lots of people probably try it on. I remember the last time I bought a brand new expensive saddle and put it over my stable door ready to put on my mare. I turned my back and she had picked the whole thing up in her teeth then dumped it on the floor. Her teeth left quite a mark on the cantle and I was gutted as it was only 2 days old. Now at that point I could easily have sent it back to the supplier saying it had been damaged in transit, but obviously, I didn't. But I know some people who would have! So the fact that you did not mention it at the very beginning is what would raise their suspicions. I think that offering a repair is good service, and offering a refund is above and beyond. Obviously you feel bad because you KNOW you did not damage the saddle, but they don't know you from Adam, and your mistake was not to mention the blemish when you first received the saddle. If I were you, I would take them up on their offer of a repair. Good luck.
 
If it fitted I would keep it .
I would not want the hassle and time without a saddle sending it back would cause saddles get marks very quickly when you use them so I would live with it.
I used to be involved with retail and while I don't condone them being rude I have some sympathy you would be amazed how dishonest customner can be .
 
What make is it? PM me if you prefer not to mention on here. My friend has had a similar sounding problem with her saddle, one of her saddle flaps has worn really quickly.
 
I'm afraid I would be asking for a refund, reasoning for this - it would be far cheaper for them to give you a replacement than a refund so I would be suspecting that there is something wrong with the leather they are using and that they know it is likely to happen again if they give you another new one and you would soon be asking for another replacement.
Once you accept a repair you have lost a lot of your rights i.e. a full refund, and they can string you along for the forseeable!!
 
Yertis said:
I'm afraid I would be asking for a refund, reasoning for this - it would be far cheaper for them to give you a replacement than a refund so I would be suspecting that there is something wrong with the leather they are using and that they know it is likely to happen again if they give you another new one and you would soon be asking for another replacement.
Once you accept a repair you have lost a lot of your rights i.e. a full refund, and they can string you along for the forseeable!!
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Thats an interesting point that I hadn't considered. I'm so worried about it wearing badly now, which is why I wanted a replacement rather than it repairing. I can live with the little mark that's there but how long until it becomes really worn in other parts?

Maybe I should try and get another saddler out and see if I can find anything else that fits well.
 
Yertis post is true I think,at the cheap end of the market the leather on saddles is often not great and I bet that's why they don't want to send you another .
I think there was a thread on here on the subject at one point.
 
I would take the refund, if it looks bad now what will it be like in five years time? I have a saddle that is 30 years old, yes the leather is worn but there are no holes, cracks or tears despite being used and abused by children doing PC. A good saddle should really last a life time.
 
honetpot said:
I would take the refund, if it looks bad now what will it be like in five years time? I have a saddle that is 30 years old, yes the leather is worn but there are no holes, cracks or tears despite being used and abused by children doing PC. A good saddle should really last a life time.
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This is my point exactly. I'm thinking a refund might be the best option
 
If its been used for fittings then were you sold it as an ex demo? Or as a brand new saddle? If the mark is from previous fittings then the issue really lies with the fitter and whether or not they promised you a brand new one or that particular saddle.
 
I would get a refund. But be careful make sure you get the money back before you order a new one in case they go back on their word.
 
FabioandFreddy said:
If its been used for fittings then were you sold it as an ex demo? Or as a brand new saddle? If the mark is from previous fittings then the issue really lies with the fitter and whether or not they promised you a brand new one or that particular saddle.
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It certainly wasn't sold to me as an ex demo. Was just told there was one in stock ready.
 
I would want the refund. I dont think you have been unfairly treated, but my suspicions are aroused as they will not contemplate an exchange. As others have said cheaper leather doesn't last as long. Tbh for that price you can get a good quality Engligh leather made to measure saddle from anther company.
 
nix123 said:
I would want the refund. I dont think you have been unfairly treated, but my suspicions are aroused as they will not contemplate an exchange. As others have said cheaper leather doesn't last as long. Tbh for that price you can get a good quality Engligh leather made to measure saddle from anther company.
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Thanks. Don't suppose you can recommend a company?
 
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