Prepare for a long read. Online bespoke bridle company!

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Cleopatra90

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My Welsh x Cob was hacking out really well in a cheapy hackamore I found on ebay so I decided to buy him a custom made one, as he's very difficult to fit.

The bridle came and was completely the wrong size even the head piece and browband was too big and the noseband sat far too low on his nose.

I immediately informed the company and stated I would need to send it back. I sent pictures of proof of the ill fitting item and they thought by changing the shanks to smaller ones it would resolve the issue.

I advised that would not help as the rest of the bridle is far too large and would like a refund. They said bespoke items are non refundable so I had to remind them of their terms and conditions which clearly stated returns were accepted if sent back in original packaging within 14 days. I sent them evidence of this and heard nothing for a few days.

The next thing I heard was check my website for terms and conditions. She had completely changed all of her terms and conditions which now says customers are responsible for sizing and bespoke items are non refundable. The terms and conditions are now very extensive compared to when I purchased the bridle. She sent me some screen shots of the direct gov website for when refunds should not be given. She also said I am now out of my 14 day period and basically not entitle to anything.

I have the message to say she recieved my item just over a week after it was delivered to myself and the reason I am out of my 14 day period is because she keeps ignoring me. I subsequently quoted her the laws for buying online which states when buying online customers have 14 days to tell the company they want a refund then a further 14 days to return the item.

I will be contacting citizens advice when they open at 09:30. I'm just so upset as I know it's only £100 but that's a lot on a nurses wage.

Will I see my money again and has anyone had a similar experience?
I really don't want to resort to posting something similar to this on social media as its so draining :( but feel like it's the only way I might see my money again.

Please note: I cannot upload the images as it says the files are too big PM me if you would like to see how poorly fitting the bridle is.
 
No advice sorry but just wanted to say good luck and stick to your guns! CAB are usually really helpful for this sort of thing.
Sadly you may have to resort to social media - many companies will respond when their reputation is questioned publicly but not until then. As soon as you post, I'd screen grab it in case they delete it, if they do keep posting it.
 
Thing with custom orders is that they have to match what you ordered and the measurements that you sent to them (whether or not those measurements will fit the horse). If they do that then you cannot return them unfortunately.

If it did not match the measurements you sent then they have to put it right.

Did you pay by creditcard as you may have the ability to claim the money back from the card if you did? or through paypal?
 
Peter7917 said:
Have you taken a screen shot of the terms and conditions before they were changed?

Were your measurements correct?
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Peter7917 said:
Have you taken a screen shot of the terms and conditions before they were changed?

Were your measurements correct?
Click to expand...

Yes I have and he is in a cob bridle with a pony hackamore noseband and pony cheek piece - it wasn't specific measurements but what they have sent me drowns his head.
 
What a shame :( Unfortunately she's right in that you don't have a right to return custom made items - but any decent company would work with you to get it right. I should think CA should be able to advise you with regards to claiming the product is not fit for purpose, when you provided correct measurements. I'd pursue that line.

RE the 14 day cooling off period, for future reference you don't have to wait for a reply - this is something I'm dealing with at the moment, so it's fresh! You have to contact them to let them know you're cancelling WITHIN 14 days of receiving the goods - this then starts another 14 days in which you have to get the goods back to them (whether or not they've acknowledged the letter. Here is a template to use for writing that letter (you can email it too).

But yes - custom made items are exempt from that. That's still crappy customer service from them though. I hope CA can help you find a solution :(
 
I'm very sorry to hear that you have a bespoke bridle that doesn't fit but am very surprised that you were not asked to give exact measurements for each piece in centimetres as just saying 'cob' size bridle with 'pony' size cheekpieces is not bespoke but sounds like it was just a mix and match job. £100 for a bespoke made to measure bridle is also rather cheap (assuming it is leather) so I would question the 'bespokeness' of this.

Do you know if the seller actually made the various parts of the bridle
 
A bespoke bridle will be made to measurements and will cost considerably more than £100, in those circumstances, as long as the bridle is made accurate to the measurements then no refund can be given.

If yours wasn’t bespoke, ie just a mix and match of parts off the shelf, then then there are regulations seller has to follow, especially in relation to internet buying and you can return. If you notified them of this intention within 14 days then I’m not sure they have much comeback.

Best to speak to CAB
 
ihatework said:
A bespoke bridle will be made to measurements and will cost considerably more than £100, in those circumstances, as long as the bridle is made accurate to the measurements then no refund can be given.
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Agree with ^^^^^^
Just to give you an idea I currently have a quote for a bespoke Plain hunter style snaffle bridle for £250 with no reins (approx large pony size but would be made to measurements in cm's when I place the order, was sent a diagram of what I need to measure).
it is closer to £350 if I want a double bridle with reins.

I consider that to be a good deal.
 
I agree with what others have said, it does not sound made to measure.
Quality saddlers like Townends often sell ranges in separate pieces, it costs more than buying a complete bridle but you can choose pony cheeks that will match the horse sized head piece. I tend to buy all mine this way as mine just seem to have short heads.
For best quality English leather made in England even buying pieces I would expect to spend £150 at least.
I have a handmade bridle from a saddlers workshop and I had to provide all the measurements.
Did you pay by credit card? It’s not fit for purpose, it’s not made to measure so I would contact them and ask for a refund.
 
conniegirl said:
Thing with custom orders is that they have to match what you ordered and the measurements that you sent to them (whether or not those measurements will fit the horse). If they do that then you cannot return them unfortunately.

If it did not match the measurements you sent then they have to put it right.

Did you pay by creditcard as you may have the ability to claim the money back from the card if you did? or through paypal?
Click to expand...
Unfortunely I paid via bank transfer and they cannot help as I initially recieved the item. A few people here have suggested it's not actually bespoke as I havent sent any measurements and it's an off the peg mix and match sizing! This may save my case :)
 
tiahatti said:
As others have said,I don't think this was bespoke but just different sized parts off the peg. I hope the CAB can help with this.
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I have spoken to them and they said as it was bespoke it gave me less rights. Considering your point it actually isn't bespoke so I might have a better case.
 
eggs said:
I'm very sorry to hear that you have a bespoke bridle that doesn't fit but am very surprised that you were not asked to give exact measurements for each piece in centimetres as just saying 'cob' size bridle with 'pony' size cheekpieces is not bespoke but sounds like it was just a mix and match job. £100 for a bespoke made to measure bridle is also rather cheap (assuming it is leather) so I would question the 'bespokeness' of this.

Do you know if the seller actually made the various parts of the bridle
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No I'm not sure to be completely honest with you. I really doubt it at this point. I will contact CAB again and see if I can question how bespoke it is.
 
Cleopatra90 said:
Unfortunely I paid via bank transfer and they cannot help as I initially recieved the item. A few people here have suggested it's not actually bespoke as I havent sent any measurements and it's an off the peg mix and match sizing! This may save my case :)
Click to expand...
Yes, that definitely sounds like the case. Good luck!
 
Agree with lots of the comments here on the fact that just mixing sizes doesn't then deserve the tag of being bespoke. If it was a case of that then surely they can take it back?
Nothing more frustrating though than a company not being helpful! In contrast I bought a beautiful bridle for my old mare who sadly never got to wear it but it was far too big for the new horse I bought. Despite having had it for at least 6 months they kindly changed out parts of it so it would fit - now that's amazing customer service!!
 
69359149_2289499798030365_5298746074138148864_n.jpg
 
lottiepony said:
Agree with lots of the comments here on the fact that just mixing sizes doesn't then deserve the tag of being bespoke. If it was a case of that then surely they can take it back?
Nothing more frustrating though than a company not being helpful! In contrast I bought a beautiful bridle for my old mare who sadly never got to wear it but it was far too big for the new horse I bought. Despite having had it for at least 6 months they kindly changed out parts of it so it would fit - now that's amazing customer service!!
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Yes I agree. I'm going to ring citizens advice again and update them with teh fact it was off the peg sizing and question if it is even bespoke. As the bespoke part is limiting my rights. They have changed their name 7 times on Facebook and the bespoke part is the newest change so I wonder if they have had similar issues in the past. That's amazing! Sick of dishonest people and scammers.
 
conniegirl said:
Agree with ^^^^^^
Just to give you an idea I currently have a quote for a bespoke Plain hunter style snaffle bridle for £250 with no reins (approx large pony size but would be made to measurements in cm's when I place the order, was sent a diagram of what I need to measure).
it is closer to £350 if I want a double bridle with reins.

I consider that to be a good deal.
Click to expand...

My bespoke bridle with plain flat reins, made to my exact (huge) measurements was £90. Reins were standard size, I bought extra long ones for daily use, and keep these ones for the curb rein of his double bridle. Excellent quality and still happily in good condition after 2 years of regular use and poor care.
Fylde saddlery.
 
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