Tredstep Ireland- Appaling customer service

charlie76

charlie76

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I bought a pair of Donetello leather boots that cost me over £200 at the end of September to wear at my exam on the 11th of October. Prior to the exam I wore the boots 4 or 5 times to ride in ONLY, not on the yard. I then wore them a few more times to compete in. By November I had prob worn them about 10 times in total and I had only put them on to ride and then took them straight off. In November the laces snapped and the heels fell off both boots!
I emailed tredstep who did not respond so I called them. They asked me to email where I got them from and when. About 4 weeks later I recieved another email stating that I needed to send photos of the boots which I did.
Fast forward to Febuary- still no response! I have emailed again to ask what is happening and I am still waiting for a reply. I have now , at my own expense had the boots re soled as it was only pair of competition boots I have and I am riding with the snapped laces knotted up.
I emailed again 3 days ago and they are yet to answer me.
Not a happy bunny.
When I had a zip go in my ariat gaiters I called them and they replaced them within 2 days with no quibble or question.
The customer service from Tredstep is totally unacceptable.
 
That is rubbish :(

In contrast, after my long and frankly dull post about grackles, I tried Thermatex again - they were extremely apologetic, found out a price for me and couriered me a cob sized grackle the same day, so it arrived the next day. Totally brilliant customer service from them.
 
Ariat is great, I sent them my boots back because the zip broke after a couple of weeks, I didnt get a reply but a brand new pair of boots in the post! And those boots lasted another 2/3 years before the eventally died, though they were worn everyday for riding and yard work.
My treadstep chaps didn't last long at all, so I have got some ariat ones which are still going strong a few years in.
My Brogini competitions boots are 5 years old and have no signs of wear :)
 
charlie76, thanks for the post.

Could i just ask one thing; Could you briefly email Tredstep to tell them that a negative post about them is on here?

You needn't say it's written by you, just that's its here. I always feel the right to reply should be important, so they can have their say.

However, if they didn't reply to you before... who knows, will they reply this time?!! Come on Tredstep, sort it out! Replace those boots!!
 
I was thinking about buying some Treadstep boots, but will think again now. I feel very strongly about customer service, and would rather spend my money with a company that has good after sales service.


Mountain Horse replaced the zip on my boots free of charge wiithout quibble. Maybe I will stick with them.
 
I have the tredsteap gaiters and not happy with how they're wearing, for over £100 I would expect them to last me a lot longer than they are doing. Sounds like complaining is more hassle than it's worth though.
 
Sorry to hear you have had a bad experience...I have always found them excellent though generally I don't bother with email I pick up the phone! Why didn't you go through the shop where you bought them? Their website is more for retailers so the retailer would probably be more successful or else just pick up the phone
 
I had had my Dubarrys over a year when the sole came apart I had cleaned and cared for them and took then to the saddler were I bought them he returned them to dubarry I thought they would resole them and I thought I would have to pay but within too weeks the shop rang me to say he had just recieved a credit note so I could get a new pair I was so impressed that's what customer service is.
 
If you bought the boots from a retailer then you should have taken them back there. Your contract is with the retailer not the manufacturer. Still doesn't take away from the shoddy standard of boots though and the fact that Tredstep have not replied to you
 
My experience is the other way around - awful service from Ariat when my Bromonts fell apart and superb service from Tredstep. I think sometimes it's your luck...

FWIW if boots break they should be returned to the shop, it's their job to replace or refund, not the manufacturer.
 
I moved to Tredstep from Ariat - they lasted about 6 months before the zips failed and I was so fed up I went back to Ariat again. I still have them festering somewhere.
 
Something all of us need to remember is that if you purchase something that develops a fault within 6 months of the date of purchase, it is the onus is on the retailer to prove that the goods were not faulty, not the consumer. I cant remember what act (legislation) it comes under, but its on the Direct Gov website.

I had this with a carpet and also with 2 pairs of mountain horse paddock boots bought from Derby House. The original pair fell apart after about 4 months, and were replaced, then the replacements did the same - exactly the same fault but on the opposite boot. Full refund and postage no questions asked.

I think we horsey folk just take it for granted when something breaks!

Goods should also be of a satisfactory quality, fit for purpose and as described...I also referred to this when complaining about my carpet and the boots. Have to say returning the boots was far easier than getting the carpet replaced, but I got there in the end!!
 
I did contact the retailer to start with and was told to contact tredstep themselves which I did and sent the pics as requested.
 
I have recently had oustanding customer service from Tredstep. I complained about a pair of gaiters I had and despite having lost my receipt they sent me a new pair.

I dealt with Jackie Byrne:
<Jackie@tredstep.com>

I have used their products for years and this was the first problem I have had which is why I contacted them as it seemed out of the ordinary. I abandoned Ariat paddock boots a long time ago as they always split in exactly the same place, and the zips break on the chaps. Tredstep on the other hand have performed much better under the same conditions.
 
I've also had issue with Tredstep - zip failed on gaiters within a month of light use (only whilst riding - 4-5x a week - never used on yard/for yard work/in fields)

They claimed that the type of usage (?) must have been the cause and didn't offer to repair or replace.

Not impressed. Went back to Ariat and MH.
 
I am disapointed to read this thread, I bought a pair of Donatello's at Christmas and like you only wear them for shows and clinics. I am in love with my boots and would be very disapointed if the same thing was to happen, and futher more I was not treated well by the company. I hope you get this resolved asap! :)
 
I contacted Tredstep about my gaiters when the zip broke, got a response a day later and had them shipped to Ireland to be fixed free of charge. Got them sent back as good as new so I was very pleased!

I emailed jackie@tredstep.com
 
I also contacted Tredstep about my Da Vincis. Having only worn them for competing in over the spring I expected them to last slightly longer! The stitching has come undone on both boots and they now look abit scruffy! needless to say no reply to my email...
 
Hi there,
We have just heard about this thread regarding our appaling customer service. I can assure you all that we take this matter very seriously and endeavor to deal with any and all complaints in as timely a fashion as possible. We pride ourselves on having a 100% no quibble attitude to any faults that may occur in a Tredstep product. If anyone has any issues with their Tredstep product or has had a problem with customer service please email us directly with your details and we will look into the matter straight away. I would like to thank everyone for the time you all have taken to voice your concerns, I promise you they have not fallen on deaf ears. Signed Aidan Keogh Managing Director Tredstep Ireland
 
boa said:
Hi there,
We have just heard about this thread regarding our appaling customer service. I can assure you all that we take this matter very seriously and endeavor to deal with any and all complaints in as timely a fashion as possible. We pride ourselves on having a 100% no quibble attitude to any faults that may occur in a Tredstep product. If anyone has any issues with their Tredstep product or has had a problem with customer service please email us directly with your details and we will look into the matter straight away. I would like to thank everyone for the time you all have taken to voice your concerns, I promise you they have not fallen on deaf ears. Signed Aidan Keogh Managing Director Tredstep Ireland
Click to expand...


I'm sorry that you are not happy about the post but I personally think that waiting from November 2011- March 2012 ( and still no response to my last email) is quite long enough to wait. Even an email to say that you have recieved the photos and are dealing with it would have been something . I also phoned 3 times and was told that I would be called back, I was not.
I have emailed you directly on several occasions and done exactly what you requested in sending photos of the boots. This was before Christmas 2011!
 
Dear Charlie76,

I am sorry for the lack of responce you have had. I would like to help but it is difficult for me to discuss your situation with you on this forum as I have no contact information for you. We have no emails in from a Charlie76 on our system, so if you would like us to deal with your complaint please contact me directly at info@tredstep.com and mark it for my attention Aidan Keogh Managing Director Tredstep Ireland.
 
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