very upset, new saddle arrived and its the wrong one!!!

Laura6544

Laura6544

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16 November 2008
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www.petportraitsbylauracooper.co.uk
I have always wanted (for the past 20 yrs) a stubben saddle, now I know some people don't rate them but I love them. After breaking my back the new Biomex seat Stubben has introduced seemed like a good idea and my dad, bless him, forwarded me at least a couple of christmas and birthdays worth of cash to add to my savings to get a brand new one. I didn't shop around, in fact I was quite happy to pay full price so that I could have one fitted properly by the stubben rep in my area. I looked at all the saddles before they came and had decided on the siegfried vsd dl as my first choice, when I tried it it fitted perfectly and I felt so secure in it. I ordered it with a biomex seat so it had to be made for me and I was told max 12 weeks, well 14 weeks later its arrived only its the vsd not the vsd dl. Its basically the same saddle but with less knee roll, I tried it before I even realised the mistake and it fitted just as well problem is it isn't the one I wanted, its a bit like wanting a red porsche all your life, finally being able to afford one then you get delivered a black one, it does the same thing but it wasn't THE one you wanted. I'm now faced with ringing the rep tomorrow and sorting this out, I can't wait another 14 weeks without a saddle and part of me wants to just keep this one and be done with it but frankly I was so disappointed earlier I was close to tears. Sorry, this is just a general whinge as I've been looking forward to this for ages and now I feel really fed up, bought the saddle home tonight and didn't even want to bring it into the house. This might sound a bit over the top but after 23 yrs of riding this is the first new saddle I've ever had the most expensive one i've ever had was £150 so this is a big deal for me.

huge g & t if you got this far
 
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Totally understandable
 
That's such a nightmare......poor you....it's not like 14 weeks is an inconsiderable period of time, so I would tempted to keep this one, but it would really grate on me too, to know it's not really the one you asked for.

I guess if it is a lovely saddle, then try and swallow your annoyance and just go with it, but anyway, see what the rep has to say first. Perhaps a slight reduction in price, seeing as they messed your order up, might soften the blow....it's always worth a cheeky ask and might make you feel better if you get a bargain!
 
Speak to the rep.... it is their mistake and they should try and sort it out for you.

Maybe a reduction as has been suggested, or maybe ask if you can keep this one till the other one is ready and then give it back.... they will have to then sell as second hand, but provided you look after it well that should be no problem.

It really is their problem, so dont give up too easily.
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I agree with Merlins Quest. You haven't got what you ordered and its not your fault. If they offered you a good price reduction, could you be happy with it?, if not then they should let you keep it until they have made you a new one........it may make them produce it a lot faster!!
 
A similar thing has just happened to me only the saddle didn’t fit (made to measure) i sent it back and they have made me a new one in 3 weeks (not stubben).

You will always be disappointed with this saddle so i would call the rep and tell him it needs sorting soon and you don’t want to wait another 14 weeks, then leave it to the rep to sort out.

You are not buying a cheap saddle and therefore you are paying for a good customer service, the rep should be more than happy to help.
 
Phone and complain!! Do not worry about throwing your toys out of the pram!! I had my saddle made to measure by Stubben and unfortunatley they do take that long - but I would call the distributors direct - they are based in Corby - and talk to them rather than the rep. The guy in charge there (I think he is called Andy) will sort it out for you. I always go direct to him as it is local for me - but he is also the main man for Stubben in the UK so should be able to help - also has a warehouse full of saddles so may have yours sitting there!! If you need the phone number you can get it of the Stubben UK website.

I would hold out for the one you want - mine was made to measure to my exact specifications 9 years ago now and it was worth the wait and every penny. It still fits me and my horse perfectly and I feel safe and secure in it not matter what and it is still comfy even after 3 + hours in the saddle.

When you speak to them lay it on with a trowel about how disappointed you are, how its your dream saddle blah blah blah.....

Let us know how you get on!!
 
Thanks everyone for replying, I rang my local rep, she was actually the saddle fitter who came out with the Stubben guy who brought the saddles. She was mortified but checked the order and apparantly the order states VSD when I wanted VSD DL. I asked who put the order in and she said the Stubben rep came back to the shop and did the order, leaving her the copy, thing is I never got this or I would have picked it up straight away, I looked at these saddles on the Stubben site for hours before they even came out so I could decide before hand which ones I wanted, I think I could be a rep for them by now as I know practically all the models! I paid a £500 deposit with the saddle fitter and worse luck is all it says on the receipt is Stubben Siegfried 17 1/2, 30 tree, with Biomex seat in Choco, no mention of the VSD or VSD DL. Girl at the shop says she can't remember what saddle I tried (VSD or VSD DL) I can remember exactly but it looks like its my word against theirs. To top it all she says there is no difference in price between these 2 saddles, I would have thought, and I quote, 'Stübben's famous VSD model with a new addition: the knee roll. This deeper knee roll provides greater support and security. The two-section padded knee area on the flaps cushions the rider's leg and molds over the knee roll.' would have cost a bit more than the standard VSD model. I had kinda come to terms with it, because the saddle is beautiful in its own right, and I had thought with the difference in price I could buy one of the new Stubben leather girths, which at £120 I would never have bought, but as the saddle would be cheaper than I had expected I could buy this and feel I had 'gained something. Anyway thats not going to happen. Bit dumb struck by this so when girl in shop asked me what I wanted her to do I kinda just said oh well I'll just keep it. What a nightmare, I'm so angry, I have been sooo looking forward to getting this saddle and its just turned into a nightmare. Do you think I should still ring Stubben distributers direct? I just don't know what to do, I've waited so long part of me thinks stuff it it'll do but I'm shocked its the same price as the 'new model'.
 
You've got to stick to your guns.
I was in a similar situation a few years ago. We ordered a new little car with a 1.3L engine. I remember having a long discussion about how we needed a bigger engine and I didn't want the 1L version. When we picked the car up, it was the wrong one -the 1L! We really stuck to our guns and told them it was not what we ordered . The car was registered in our name and everything, and the rep. complained bitterly (and denied knowledge of any discussions of 1.3L), but it was not what we ordered. We eventually got the car we wanted and dealership had to sell the 1L version as a second hand, one owner, low mileage, so lost a fair amount of money and the car never left the showroom.

I think I would be tempted to ring Stuben direct and tell them how impressed with their saddles you are, etc and then tell them that you were so disappointed that you had not received your dream saddle. Hope you get some joy.

Sue
 
I'd also ring them back, or write to them and reject the saddle for the one you ordered. Depending on what response you get (and what they were like when you spoke to them earlier), I'd then think about getting in touch with the distributors, especially if the shop are blaming them anyway!
Sorry its not gone to plan, I hate it when stuff like that happens, it does tarnish it doesn't it?
 
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