Chick's Discount Saddlery

When I ordered a saddlepad I chose a brown color. The order showed it in brown. However when it arrived it was blue. I called and was told it did show that color but has in small print that the color is subject to availability. I feel I was deceived and in order to return this weighted item I would need to pay shipping again. Totally unacceptable. I will not order from them again. 🤥

January 22, 2016   Revdex.com of Delaware 60 Reads Way New Castle, DE  19720   [redacted]  [redacted]    Re:  [redacted] [redacted]   I have received...

your notice regarding the above listed consumer and appreciate the opportunity to respond.  According to our records, this issue was resolved on November 16, 2015, prior to the 3rd call from this customer.    Ms.  [redacted] received boots that had been purchased from us and paid for by a third party.  This third party paid for the boots with a credit card, significant because Ms. [redacted] requested a refund by check.  They were purchased in our retail store at the Quarter Horse Congress in Columbus, Ohio.  The boots were returned to our mail order division in Harrington, Delaware and were delivered on October 21, 2015.  Attached is the note we received, along with the return.    There was a delay in processing the refund because she requested the refund in a different method of payment than was used for the purchase of the item.  Refunds of this sort are delayed to ensure that tendered checks clear and credit card charges have not been disputed.  This should have been explained to the customer when she called and I apologize if it was not.  The refund by check was approved on the November 10th and the check was issued and mailed with the next refund check run, on November 16th.  Ms. [redacted] received and cashed the check, which cleared our bank on December 4th.   I have attached a copy of the cancelled check, as well as the note that she included with the return.    If you need any further clarification, please feel free to contact me at the number below.    Thanks,    
[redacted] President   Chick Harness & Supply, Inc. 18011 South Dupont Highway Harrington, DE  19952

Thanks for the opportunity to respond to this request. 
We dropped the ball here.  The emails from this customer were overlooked, although we did receive them.  We have issued a refund, as per her request.  The refund is in the amount of $14.99 and was issued on...

April 6, 2016.We have sent a copy of the refund along with a note of apology.
If I can be of any further assistance, please call me at [redacted]
Regards,
[redacted]

December 15, 2015   Revdex.com of Delaware 60 Reads Way New Castle, DE  19720   Attn:  [redacted]    Re:  [redacted]  - Complaint #[redacted]  ...

[redacted]   I have received your notice regarding the above listed consumer and appreciate the opportunity to respond.    After review of this situation, I completely understand Ms. [redacted]'s frustration.  We obviously dropped the ball on her return/exchange.  We are unable to locate our internal paperwork detailing the return, although we acknowledge the receipt of the saddle and other related items.  The package arrived here and should have been processed within a matter of days.   We have issued a refund in the full amount requested by Ms. [redacted].  There was no sales tax charged on this transaction, so a further refund is not necessary.  The amount of the refund is $297.62.   If you need any further clarification, please feel free to contact me at the number below.    Thanks,    
[redacted] President

Never again will I order from this place.. I ordered 2 items.. a diary and a saddle "package" for my daughter for Christmas. The diary arrived first and I sat and stared at it for a while.. it had about 20 pages in it. So thin I thought the paper had fallen out in the box! The saddle however was delayed because of the holidays, I get that. I contacted customer service and they assured me that it would be on its way soon. Well I get an email 2 days later saying it was backordered! I contacted customer service again and they were very rude! They tell me it's NOT backordered! Ok, then why does the email say it is?! And they couldn't tell me too much about it because they said "once the order goes to the manufacturer, it's out of our hands" I don't like that! If you are selling something and you are dealing with the consumer, you need to be involved and able to resolve issues from start to finish! After all I placed the order with you directly! I started getting nervous as Christmas was getting closer so I started shopping around and I find the exact same saddle from another company, for less than half the price. (I normally don't go cheap for safety reasons but this was a name brand saddle) I looked into Chick's "return policy" and decided to order the 2nd saddle I found and return the one from Chick's as soon as it arrived.. when the 2nd one arrived I open the box and it's beautiful! Matches the tack perfectly and well made! 3 days later my Chick's saddle comes and I open the box and I am furious! This "matching tack" is a disgusting green and black color and the saddle it's supposed to match is bright blue! I mean Carolina blue! It's not even close! And the saddle looked like the cheapest piece of junk! I would not put my 10 year old daughter on a horse in that! That's ok though, I have my backup and I can return this one right?! There was no return label in the box, they said you have to return it prepaid which is a scam! I mean if I don't want it, you should take it back like every reputable company on God's creation but I should have went with my gut and never ordered from them.. but I thought if it cost me $19.99 s+h to get it here, I shouldn't be out much more than that to send it back.. I box it up next day and take it into town and it's $52.12 to return this piece of crap saddle that I'm unhappy with! I don't believe this company cares about customer satisfaction... period! They may say they don't get many returns.. and I can tell ya why! Who wants to pay an EXTRA $60 for something they don't want?!?! Chick's, a resolution would be that I get the full refund! Shipping and all! I have now paid almost $75 shipping for a product I am not keeping in the end! I just hope I actually get my money back from this joke company!

Review: On 20 Feb. 2015 I ordered a Troxel Riding Helmet Rebel Star in a size Large, my order came on March 6 2015. Sad to say they sent me a size Small. I contacted them immidetly through their customer service who I have yet too hear from!Desired Settlement: I would like to have the Helmet I ordered.

Business

Response:

Thanks for the opportunity to respond to this complaint. We were not aware that there was a problem with this shipment. The order was placed on February 20th and shipped the same day. According to tracking, via the United States Postal Service, the package was delivered on March 6th. Contrary to the customers complaint with you, we had had communication with him regarding this order. He received an email notification of shipment, along with the USPS tracking number. I have included a copy of the email exchange with him in response to his complaint about the route the package took on its way to Sweden. We have not received any messages about a sizing problem with the helmet. I will be contacting the customer about a resolution. The normal procedure would have the customer send the product back to us for replacement, however, given the cost anddistance involved, we would not ask fro a return. We intend to offer a refund or replacement, depending on the conversation we have with this customer. Sincerely, [redacted]Chicks Harness & Supply, Inc.

Consumer

Response:

Review: There was confusion about an order, so I called the customer service to try to resolve the issue. I spoke with a man about their inadequately worded policies. The customer service employee, after a long conversation where both of us were getting a little frustrated, agreed to a full refund including shipping. He asked for my email address to send me a return shipping label, and said he would send it shortly. I waited a few days before I called back, at which point another customer service representative informed me that I would not be getting the label. They said I could return the item, since it had been sent at the fault of the company, but I had to cover all the shipping. This makes two sketchy business practices used by this company. First they charge my card twice for an order that was supposed to be cancelled in the first place, but then they have an employee blatantly lie just to get me off of the phone, and then refuse to make up for his rude behavior. My third and last call was to a manager, who admitted that lieing to a customer was not good business, however he refused to rectify the situation. In addition, when I asked to speak to someone else, I was told that I had wasted enough of the company's time. This comment is completely unprofessional, and something I would never expect to hear from a business. I am not/have not been asking for free merchandise, or any other extra compensation. I simply want to return for a full refund, something I should have never been charged for in the first place. They will accept a return, but they will not cover any shipping, and after all of the problems I have had, I feel it is the least they can do.Desired Settlement: Full refund including shipping

Review: I purchased a saddle for my daughter, the saddle had defects in it. The saddle is hollow, the color did not match as described on the web-site and contacted customer service they said the colors never match. The bottom part of the saddle has staples sticking out of it. Took the saddle to a professional to look at he told me that it was dangerous to use as it could hurt/injury the rider or horse. Contacted customer service the 1st lady laughed when told I her about the problem her reply was " Couldn't you tell by the price it was a piece of junk " (she would not give me her name). Talked to a supervisor named [redacted] (she said she was the only one with that name). [redacted] told me to sell it on e-bay and that was the best she could do. I have tried to contact them again with no response. We still had it in the plastic and they would not take it back, which is what there return policy is. My daughter now has a saddle she cannot use/sell because of the defects.Desired Settlement: I would like to get my daughter's money.

This business - if you can call it that, is simply deplorable. I decided to place an order with them to purchase several turnout rugs that were on sale for a great price, only to find out DAYS later that they had already sold out - and that "their website isn't capable of keeping track of when things sell out." I then requested that they cancel my order, which still has not happened. Chick's Saddlery is full of inadequate excuses - plenty of other businesses are able to tell you when a product is sold out and handle orders with tact and respect. Between their dysfunctional and frustrating website and their RUDE telephone customer service reps, I will never order form them again.