Smith - Worthington Saddlery Company

Review: A few years back I bought a new Smith Worthington Danzig 18 Buffalo Leather saddle via [redacted] at Two Time Tack. I spent $4,800 on it, and an additional $200 for leathers (that buckled low). The saddle never sat stable on the horse she fitted it for. I sent the saddle back six times (via [redacted] at an additional $200/adjustment (I think shipping was an additional $75). So in my mind, I have spent $6,650 with Smith Worthington to no avail. The saddle is useless to me because it continually rocked on the horse. Eventually I bought a second saddle for the same horse again from [redacted] a Black Country for $3,200. She recommended something she called a Freedom Tree. This saddle too never sat stable. Fast forward I have bought six (6) saddles from [redacted], with the Smith Worthington a constant reminder and frustration. At her bequest too I graciously lent her my saddles when she was showing as samples. Than after yet another argument with [redacted] about the Smith Worthington, my patience came to an end. I moved over to another saddle fitter. The new saddle fitter adjusted the Black Country and it now does not rock. That said the new saddle fitter shook her head and tut/tutted, and told me that the Smith Worthington would never have fit the horse the tree was much/much too wide. The horse is an 15.2 Appendix Quarter Horse. The SW is an XXW with a Wide Twist. Last fall another friend told me of a reseller who specializes in Smith Worthington Saddles in Pennsylvania. I took the saddle up to them, and was told point blank that the saddle I paid $4,800 was worthless because the tree was much too large even for a Warmblood or a Draft Cross. When I told her who fitted it and for what type of horse she burst out laughing. Needless to say I was distressed.Along the way I asked [redacted] to resell the saddle, asked Smith Worthington for assistance also, to no avail.

Product_Or_Service: Smith Worthington Danzig Dressage Saddle

Desired Settlement: DesiredSettlementID: Refund

I have spent $6,650 on this saddle. In a perfect world I would like to be reimbursed completely, but respect that this is perhaps unreasonable. I will settle for at a minimum $3,325 (1/2), and/or a replacement of a Smith Worthington Side-Saddle fitted by another saddle fitter.

Business

Response:

Business Response /* (1000, 5, 2013/07/12) */

Contact Name and Title: [redacted], President

Contact Phone: XXX XXX-XXXX

Contact Email: [redacted]@smithworthington.com

Thank you for your inquiry. The customer emailed us on June 18th. Since then we have corresponded several times and have been in contact with the dealer who sold her this saddle.

Background

Smith-Worthington Saddlery has been in business for 219 years. We manufacture, import and distribute saddles and saddlery. We supply tack shops and saddle fitters throughout North America.

Situation

The customer bought a Danzig saddle from Two Time Tack, a saddle fitter in Maryland several years ago. She reportedly had the dealer send the saddle to us several times for tree (frame) modification to fit her horse. The dealer/saddle fitter adjusted the flock (stuffing in the bottom of the saddle) to fit the horse.

The customer reports that she has bought 6 saddles from this dealer, that the dealer is horrible to her and has "a reputation".

The dealer tells me that the customer has not contacted her within a year and that the dealer did not know that the customer was unhappy and that she is certainly willing to work with the customer to help her. The dealer also states that the saddle did fit well initially and that the horse has changed shape, which usually occurs as a horse muscles and ages.

The customer states that she paid $4800 for the saddle. The current suggested list price is $3616 for a Danzig Dressage #A733. I suspect that the suggested list price 5 years ago was approximately $2800, but do not have price lists from that long ago.

I have advised the customer that we do not sell used saddles and cannot buy the saddle back from her. I also told her that I had spoken with the dealer and that the dealer said that she would help her.

She stated that the saddle was too wide to sell. (We stock many dressage saddles in wide, X Wide, and XX Wide so I doubt if her saddle is too wide to be saleable.)

Solutions offered to customer

1. The dealer has stated that she will work with the customer to help her.

2. We have offered to narrow the saddle tree at no charge either to a diagram for her current horse or to a width that she believes is more saleable.

We believe that we have gone above and beyond our obligations as a manufacturer/distributor. Our dealer has indicated to us that we have always adjusted the tree according to her diagram. And, we have offered the customer a free tree adjustment.

If you wish, we will gladly forward our email correspondence with this customer to you. Please let us know if you need any further information. We specialize in fitting riders and horses and want all customers to be happy. We will appreciate your thoughts in this matter.

Consumer Response /* (3000, 7, 2013/07/16) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

While I respect Smith Worthington's opinion, and also know that the real issue is with Two Time Tack (also submitted to Revdex.com/Maryland), he has been mislead by his saddle fitter. I asked Smith Worthington prior to recommend resellers other than Two Time Tack, Smith Worthington did not. I asked Two Time Tack to resell it, Two Tim Tack did not.

I restarted this process when I noted on the Smith Worthington website a customer satisfaction guarantee. I have come to the conclusion that Smith Worthington will do nothing to rectify the situation even though they tout the guarantee.

Two Time Tack is yet to respond - nor since I had asked Two Time Tack repeatedly to rectify the situation do I expect any change in Two Time Tack's behavior.

The horse did not change - so, I ask why would I have had to buy another saddle if the saddle could be adjusted.

Smith Worthington, I ask you again to connect me to another source to aid in reselling a lovely saddle that will never fit the horse. At least this will confirm from someone you trust, and what I have heard elsewhere, that the saddle was never appropriate for the horse. I have the saddle on multiple sites, have been discrete about the reasons for selling. If/when I find a seller, hopefully with Smith Worthington's support (to date there has been none), then I ask at a minimum for Smith Worthington to have it adjusted for the new horse at no cost to the buyer.

I await your response.

Business Response /* (4000, 9, 2013/07/23) */

we have read the above rebuttal and re-read her previous emails. here are responses to both old and new information from her:

1. I do not see where she asked for another dealer to sell her saddle. Maryland Saddlery in Butler, MD has just opened a new store exclusively for consignment sales. they have been in business many years and have a good reputation. I am sure they would sell her saddle.

2. the customer stated that the saddle is too wide for any horse. we have offered (and offer again) to narrow the tree at no charge.

3. returns and exchanges on our website are for customers buying directly from our website and apply to returns within a reasonable time and for any items which are "defective". we do not consider the customer's saddle to be defective. I hope that the customer can understand, that when we sell through a dealer the dealer makes the majority of the profit and we are unable to buy back saddles sold through dealer.