The saddle bank

HashRouge said:
This is what I'm curious about - are we sure this isn't just how these K&M saddles measure? As in, this saddle has not been mislabelled or anything like that, but is simply a standard size for this brand of saddle. I know I trialled a 17" K&M saddle (also on a 14.2hh) pony and I thought it looked very large compared to a 17" Wintec.
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That seems to be the case but nowhere on the specifications did it say it measures anything other than 17”. Had it said this is a 17” saddle which measures 18” then I would not have bought it.
 
The seat may have measured 18 inches but its the tree that counts.

Are you certain this is the exact same saddle that your pony had before? There is a great deal of variation between different saddles styles, even from the same brand.
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cobgoblin said:
The seat may have measured 18 inches but its the tree that counts.

Are you certain this is the exact same saddle that your pony had before? There is a great deal of variation between different saddles styles, even from the same brand.
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I am also thinking this the saddle has been confirmed as a 17" by a third party. I suspect it's to do with style and cantle positioning . Trial by social media methinks
 
teddypops said:
Because I am £65 out of pocket for a saddle that would never have fitted. I would not have bought it had I known it was so big.
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Sure. I get that. Especially as someone that struggled to find a saddle for her short backed horse. I know not all saddles run the same, and even panel sizing can vary from 17" saddle to 17' saddle. Since it is such a concern to you and the length is important on these shorter backed horses, simply ask for a measurement of the panels and seat. Perhaps this will save you some time as your search continues.
 
teddypops said:
I have asked them and I got a fairly sharp reply saying no! Ok, thanks I will have a look!
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If I get a response like that from any company I simply don’t buy from them again. If there is a feedback option I would note their unwillingness to take responsibility for sizing as you should receive a secondhand product that has its ‘faults’ recorded
 
TheSaddleNank said:
Please reserve judgement of our business until you personally have used our products and services, and if you have an issue with a product or service supplied by us then please do get in touch and we are happy to work with you to find a resolution.
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Except that's not how it works. People look for reviews and purchase a service based on them on most occasions. This makes for an appalling review, and as previously pointed out will be almost top of the list of google hits.

The OP did get in touch, and you were not happy to work with them to get a resolution, were you?

And just for the record I have used your services. I wont again.
 
TSB just as an example of excellent customer service. I bought a set of clipper blades recently, marked as 3MM medium, set off clipping and they near scalped my poor wee boy, I did one stripe and they blunted and I ended up finishing him with a set of blades I knew were 3mm mediums. I took a photo of the difference on his coat and contacted the company selling the blades, they confirmed they were 3MM mediums and the manufacturer had marked them up as 3MM mediums but it was very clear from my photos that they weren’t Mediums. The company immediately apologised and gave me a full refund including postage and asked if I would like to keep the blades and gift them to someone that could use them as a finer blade. Now that is what I describe as good (excellent in fact!) customer service. I would not hesitate to recommend them and use them again as they handled everything so well and made me, as a customer feel important and valued. That is the way you keep customers and get more!

The two things that do puzzle me about this are:

Is it actually possible to place a nail head a full inch out of position by the use of eye, it seems a big distance.

The post of the email from the manufacturer did not include the date or any reference to this particular query (cropped), that to me says it’s an email relating to a previous issue so TSB is very likely to have known about this issue before any K&M saddles were sold. It’s such a shame that they haven’t included full measurements on their website as this would have stopped pretty much all sizing issues.

Let’s hope lessons aren’t learnt. OP I think sadly you’re going to have to chalk up your loss to experience.
 
I
Ownedby4horses said:
TSB just as an example of excellent customer service. I bought a set of clipper blades recently, marked as 3MM medium, set off clipping and they near scalped my poor wee boy, I did one stripe and they blunted and I ended up finishing him with a set of blades I knew were 3mm mediums. I took a photo of the difference on his coat and contacted the company selling the blades, they confirmed they were 3MM mediums and the manufacturer had marked them up as 3MM mediums but it was very clear from my photos that they weren’t Mediums. The company immediately apologised and gave me a full refund including postage and asked if I would like to keep the blades and gift them to someone that could use them as a finer blade. Now that is what I describe as good (excellent in fact!) customer service. I would not hesitate to recommend them and use them again as they handled everything so well and made me, as a customer feel important and valued. That is the way you keep customers and get more!

The two things that do puzzle me about this are:

Is it actually possible to place a nail head a full inch out of position by the use of eye, it seems a big distance.

The post of the email from the manufacturer did not include the date or any reference to this particular query (cropped), that to me says it’s an email relating to a previous issue so TSB is very likely to have known about this issue before any K&M saddles were sold. It’s such a shame that they haven’t included full measurements on their website as this would have stopped pretty much all sizing issues.

Let’s hope lessons aren’t learnt. OP I think sadly you’re going to have to chalk up your loss to experience.
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I know. The saddle has gone back.
 
TSB- I do feel for you also by the way but the way it has been handled is such a shame. In a time where people are genuinely struggling with everything that is going on, things like this happen and perhaps this case could have been reviewed separately to any policy you have as it is a genuine issue (not just someone trying it on) and your compassion and kindness could go a really long way in the current climate.

Please do take on board the fact that everyone will find it really helpful to know of any sizing differences on certain saddles. This is going to help you as a company and your buyers too.

I hope everyone can move on and put this to rest. OP hope you get sorted with a saddle and TSB I wish you well for the future and be lovely to see you take onboard ideas to help your buyers order saddles that will very likely be suitable (will certainly help I am sure to have less saddles to process being returned too!).
 
teddypops said:
I have an update everyone. I have had an email from Jade at the saddle bank offering to cover the postage to get another saddle out to me to try. I am happy to go with this, so thanks everyone for the advice and support.
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Good glad common sense has come in to play along with good old fashioned customer service.

Well done the saddle bank.
 
I think this post has been extremely unfair when the size was clearly on the saddle. As a saddle fitter myself I know Kent and Masters do come up large when measuring, however this does not make the seller liable because they should state this. They do not pretend to know the inner workings of the saddles they sell and where a saddle is clearly marked with a size they cannot be wrong!
I find it extremely difficult to understand why people feel it unfair to pay for a trial, as Jade has explained it costs us money, let alone time to send out saddles packaged and in a timely fashion and you even have the luxury of trying it, unlike many other saddle retailers where once its used its sold!
I think people need to appreciate what goes into a business like this and stop moaning. I also offer trials and it is tough going.
 
Triciab said:
I think this post has been extremely unfair when the size was clearly on the saddle. As a saddle fitter myself I know Kent and Masters do come up large when measuring, however this does not make the seller liable because they should state this. They do not pretend to know the inner workings of the saddles they sell and where a saddle is clearly marked with a size they cannot be wrong!
I find it extremely difficult to understand why people feel it unfair to pay for a trial, as Jade has explained it costs us money, let alone time to send out saddles packaged and in a timely fashion and you even have the luxury of trying it, unlike many other saddle retailers where once its used its sold!
I think people need to appreciate what goes into a business like this and stop moaning. I also offer trials and it is tough going.
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Oh wow, now you have made TSB look truly terrible. Better to have let sleeping dogs lie...
 
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