Hastilow Competition Saddles USA, LLC

I signed up for a [redacted] bit fitting clinic with Annette G [redacted] of Hastilow USA, advertised on the [redacted] .com websiteThe description said riders would spend minutes with Annette and would be able to try "a variety of bits in different sizes." Before the clinic, the organizer asked via email what my needs were and what bits I wanted to tryI replied that I was interested in trying curb bits of a certain size, to address particular issues, and she passed that along to HastilowThe email was received and acknowledged (I have a screenshot) On the day of the clinic I paid Annette $She then said she had not brought any curb bits at all so I couldn't try anyShe glanced at the horse's mouth and did not really watch me rideI would be surprised if she spent minutes with meShe said she could mail me some bits to try insteadThe organizer and I both understood that the trials would be free since I had requested curb bits and Annette had not brought anyI was a

I signed up for a *** *** bit fitting clinic with Annette G*** of Hastilow USA, advertised on the ***.com websiteThe description said riders would spend minutes with Annette and would be able to try "a variety of bits in different sizes." Before the clinic, the organizer asked via email what my needs were and what bits I wanted to tryI replied that I was interested in trying curb bits of a certain size, to address particular issues, and she passed that along to HastilowThe email was received and acknowledged (I have a screenshot)
On the day of the clinic I paid Annette $She then said she had not brought any curb bits at all so I couldn't try anyShe glanced at the horse's mouth and did not really watch me rideI would be surprised if she spent minutes with meShe said she could mail me some bits to try insteadThe organizer and I both understood that the trials would be free since I had requested curb bits and Annette had not brought anyI was a

I purchased a custom-made saddle from Hastilow USA that came to me with the wrong dimensionsIt did not fit the horse and rider in The company representative agreed and took it back with the intent of replacing it and refunding the remainder of the balance after they sold the saddleAfter a year saddle never soldThen the saddle was shipped across the country for the hopes of a better marketmonths later it never sold and they said that this brand-new saddle was valued 1000$ less than what I had paid for itThey said they couldn’t help me and that they didn’t want to do business with me any longerThey shipped my $saddle to an unknown address in another county where it sat until the *** store returned it back to the saddle companyThey have refused to contact me or refund my money sinceI’m $in the hole and my credit card company cannot help me due to the lengthy time frame involved

Dear [redacted],The [redacted] run by [redacted].corn and [redacted] was arranged and organized by them. The clinic involved Annette G[redacted], one of our hitting specialists offering an analysis of each horses mouth, shape, length, palate and lips. An overview of the type of...

hit necessary for the work required by the horse is suggested and then the ability to ride in a couple of suggested bits belonging to HCSUSA is provided at the clinic. For this service we need pre-clinic information and time to acquire  type of bits if we do not have them in stock. There are over 3000 bit types on the market so we do not carry all types.The cost for this service is $80 travelling to the destination, in this case Unionville MD a journey of 77.4 mls each way and a time frame of 1.25hrs each way. The travel cost was shared between. all the appts and each assessment took a suggested time frame of 25 to 30mins including the ride time. Total cost for this service $40.The customers each received a sheet of information on the assessment of the horses mouth and any issues if there were any, plus recommendations. As l have already described the customer needs to both book the appt and give us information in a timely manner, over 80 bits from 4 companies were provided for the clinic, it is not possible to cover even: type or style on the market. We took the information provided to us from the clinic organizer as the basis for our choices, and provided our terms to the clinic organizer. Any other trials were donethrough our website and our "Lease-a-bit” system. Unfortunately the appt was made late and added on after we had completed the organization for the clinic, we did not have complete information about the horse or the owner. At the clinic we did not have the exact hits that we suggested for the rider, so we offered free shipping of her lease-a-bit choices and gave her a discount on the lease price from our 26% to 10%, plus she had 10 days trial not 15 mins. She received her assessment sheet and suggestions on the day of her clinic the same as the rest of the attendees, encl copy, and some of the other attendees had to have choices changed or sent also.We did not see nor organize the clinic information sent out by [redacted].com nor did we have any relevant information provided by them for [redacted] or her horse. All trial "Lease-a-bit" suggestions we taken after the clinic was complete and they were done through our website, which clearly states the terms and conditions. Our terms are for 10 days  [redacted] wished to keep one for a few days longer which we readily agreed to at no extra cost to her. However the merchandise was not returned for a month it was due back on the 11.14.17 and returned on 11.30.37, we did not charge her card or insist she kept the merchandise when she clearly used it for 1 month. We feel we were very fair to [redacted] and  accommodated her inability to decide on bits or organize to do the clinic.Yours,Annette G., Owner

Dear [redacted],As owner and CEO of HCS, USA, I would like to respond to the complainant's statement of the problem;Firstly, the complainant purchased her saddle from an independent saddle fitter, [redacted], located in Washington State, not from HCS, USA located in...

Pennsylvania. The complainant has never been a client of HCS, USA.Secondly, the "representative" referred to is not and never has been an employee or representative of HCS, USA. [redacted] of [redacted] was an Independent Qualified Saddle Fitter with the Society of Master Saddlers, UK whose company was registered as an independent entity in Washington State.Thirdly, [redacted] of [redacted] conducted the sale and placed the order of the complainant's saddle directly to [redacted] (the saddle manufacturer). This entire transaction was processed and sold by [redacted]. Throughout the whole process, HCS, USA never had any involvement in the creation of the order or sale of the saddle to the complainant.At no time was the complainant promised a refund by HCS, USA nor told that we would not speak to her. She was however told that we could not assist her after she became difficult and not agreeable to any terms we offered as a company who was not involved with the creation or sale of the saddle. It was at this time we informed the complainant of the return of her saddle via [redacted] to the address she provided. The complainant's saddle was shipped, where it was then refused delivery by the complainant. The saddle has since been sent a second time at the request of the complainant via USPS. We have never received or held money from the complainant, as such all expenses for shipping have been paid by HCS, USA (See shipping labels attached).HCS, USA is not the manufacturer of [redacted] or the saddle fitter in charge of the sale to the complainant. HCS, USA is a separate company that also carries the Hastillow saddle brand and offers saddle fitting services. When we heard of the issues the complainant was having we offered the complainant several options for regaining at least a large percentage of her money for her saddle. Please see the enclosed email to her, which lists the three options we could offer including selling her saddle for 0% commission. This was a very generous offer, as our commission on consignments is 30% for all of our other customers.Finally, our first contact from your complainant was on Friday, the 30th of September 2016, and the saddle was sold by [redacted] on the 27th of July 2015.I hope this letter clarifies the situation. Please find enclosed copies of the emails from the complainant to us along with our replies. I apologize for this situation and hope it will be resolved quickly.Sincerely