Need advice after disgusting service...

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Phoebe Amelia

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5 October 2014
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Hi, I am new to this forum so I hope you guys have some good advice! Recently (about 6 months ago) I bought a fantastic brand new Bates multi purpose saddle from Crewe Saddelry and have fell victim to disgusting service. After two months the leather off my brand new saddle began to fall off leaving my black leather saddle grey and rubbed with no leather on either side panel.
I checked all the products I used on the saddle and the boots and stirrup leathers I used to make sure they had had no effect or contribution to the damage. I even went out and bought leather boots and softened them so that they would not rub. Therefore after three months my brand new saddle was now looking a mess, so I sent it back to Crewe Saddelry.
I then contacted them two weeks later to find out that they had not even sent the saddle off to the Bates manufacturers yet, and that they would do it that day.
Now two months later I have heard NOTHING from Bates or Crewe saddelry and have had to ride and compete in a tatty old saddle which I am convinced does not fit my horse properly.
Please does anyone have any advice for me on what to do I would like to contact bates directly and make a compliant however I know they do not like dealing with customers directly. Can I get anything out of this??? Please any advice welcome

P.S obviously from my experience I would not recommed Bates Saddles or Crewe Saddelry to anyone, make sure you find out what product you are getting and what service, as we are very dissappointed.
 
How odd. I have a bates ap saddle and it's still in perfect condition

Did you use the saddle soap that came with it?

I'd go into the shop and refuse to leave until you know where the saddle is. Make them called bates in front of you. I got mine in robinsons and when I returned the first one they called straight away and got permission to do a straight swap
 
Honestly Crewe saddlery has a bit of a reputation for profiteering and bates leather is cheap South American stuff so not sure where the worst bit lies.....
 
I have, I've managed to borrow a friends old saddle the past week which she originally bought from us thank god! Just upset that they didnt even check if it would fit!
 
Gosh. Crewe saddlery used to be very prestigious. I haven't used them for many years though. Sounds like saddle is not fit for purpose so sale of goods act has been breached. I would speak to trading standards.

Just remembered ,
I think if you look up trading standards on the website there are some example letters on there. Good luck.
 
I learnt on a work course last week that if you need to make a complaint against a reputable company to do so on twitter as it will get sorted very quickly. However not sure if crewe saddlery have a twitter presence as I don't do twitter!
 
You are protected by the Consumer Protection Act and my advice would be to write to Crewe Saddlery by Royal Mail Special Delivery advising them of your rights and asking for the saddle to be repaired or replaced within the next four weeks. Ask them to acknowledge receipt of your letter by return of post and advise you what action they intend taking to resolve the matter. If they fail to do so then take them to the small claims court which you can do on-line.
 
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