Risley Saddlery @ Your Horse Live!?

[RFido]

Just wondering if anyone anybody has had any problems with these guys with any items they bought from YHL?!
We bought a bit from them but wasn't 100% sure on the sizing as it was a loose ring when the one we have is an eggbut. When we bought it there we asked if it wasn't right, could we return it, as we don't live too far away, really. They were all happy smiles and said that that would be perfectly fine and we could have a refund or store credit.
Got the bit back home and measured it against the one we have got, and it was too small. Please note that this bit has NOT been in my Boy's mouth as it was obvious it was too small for him as soon as we put it next to his other one!
My Mum finished early from one one day so she could call in on her way back home and get this sorted. They claim that the bit is covered in scratches and they would not refund it. I don't see how this is possible when it has been out of the bag since we bought it for all of 5 seconds! They point blank refused to refund our money or give store credit. What they did offer, however, was to buy it back from us at half the original price as a second-hand bit. Whats more, apparently the young woman who served my Mum was rude and fully smirked at my Mum when she said how unhappy she was with all this palarva.
Now, is it just me, or am I being a picky moaning mare and one of those really annoying customers here?!
Spent hundreds with them before and absolutely disgusted with this service, especially as it was a direct question we asked when we bought the item!
Any views/similar exprncs? xx

 

[MrsMozartletoe]

Always had good service from Risley.

Have you spoken to the owner?

 

[RFido]

Always had good service from Risley.

Have you spoken to the owner?

Tried to, but when my Mum asked to speak to the Manager the girl scoffed and said she would have to come back when the owner was there. It was the owner (the lady that Ive always dealt with and seems really nice) that told us that we could return it.... x

 

[JustKickOn]

In this case, I think you are just going to have to work it out with the store owner.

The sales of goods act would be appropriate in the case of the product being faulty and not fit for purpose. Technically, the product is still fit for purpose, just not with your horse, which is a risk you took when guessing the size.

The returns policy on their website states 7 days of return within notification of the product being returned, and thereafter, the buyer is deemed to have accepted the goods.

Could you go back into the shop and explain the situation to another member of staff, or the manager/director, and say you would just like to exchange the product for the next size up etc??