Stubben North America

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The letter written is informationThe saddle with defective flaps was actually sent back once I received the new saddle in February [redacted] never made wool flocking adjustmentsShe came out to my barn one time at which we determined what saddle was right and she has not been back sinceI have record of many text and calls at an attempt to make an appointments with her but the only appointment ever made was canceled by [redacted] due to her garage door not shutting [redacted] at Stubben NA set an appointment with me in December of and he deemed my 30cm saddle (with defective flaps) as an improper fit and ordered another saddle in a 29cm treeI made an appointment with him June 30, to take a look at my saddle as it was not fitting correctlyHe canceled the appointment and I tried every week to try make another appointment for about a month at which he never called me back, which brings me to contacting the Revdex.comThis company claims a customer service they do not provide which is a proper fit for the horseAllowing months and months to pass and avoiding a customer is not acceptable when it comes to an essential part of horse back riding that be it the saddle, especially when horse competitions are involvedI do not accept trying to make another appointmentThis company has not been able to come out to evaluate the saddles once I got them for over a year nowI will send tracings if you need to prove it is way to narrow Regards, [redacted] ***

June 7, [redacted] purchased a custom saddle from us in February This saddle, serial number [redacted] , was received with some of the parts sewn incorrectly to the treeThis was a minor fix for us, but we went ahead and made a new saddle, serial number [redacted] for Ms [redacted] Ms [redacted] took possession of the saddle from Federal Express on July 26.The second saddle was not manufactured poorly and was symmetrical in the panels The complaint that, ‘the left flap also flared out’, on the second saddle, is a result of the horse’s confirmation, not the saddle construction We have video and photos which show the left shoulder to be largerMsM [redacted] and the [redacted] representative for New England have been to Ms [redacted] barn many times Because the saddle is a wool flocked saddle, we were able to make adjustments in the flocking to compensate for this physical difference It is quite likely that flocking adjustments will be necessary from time to time to compensate.After [redacted] visit in October, (not an authorized [redacted] repair person), Ms [redacted] stated that the saddle was perfect and everything was fine She has provided receipts from [redacted] post October which were not paid by [redacted] .When Ms M [redacted] took possession of the saddle in April, she brought it to Kentucky to be inspected and re-flocked where necessary When we dropped the panels to re-stuff them, we found that the tree point on the left side of the saddle had been alteredIt was bent at an angle where it should not be bent and had visible marks from an outside source MsM [redacted] contacted Ms [redacted] to let her know of our findings and that due to the alteration of the tree by a third party, the warranty on the tree was voided Ms [redacted] refused to meet with MsM [redacted] in order to get her saddle back.We are in possession of Ms [redacted] saddle, only because she will not accept its return We will gladly return it by personal delivery or delivery service at any timeThere is no defective workmanship on this saddle.Sincerely,James [redacted] E [redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.There are incorrect/inaccurate statements in the response from Stubben Specifically, the flaps were not symmetrical I have photos demonstrating this, t** *** *** was hired by MsM***/Stubben to adjust the flocking in the saddle (receipts show this), the receipts from both Dutchess Saddlery and *** *** *** show that Dutchess took apart the saddle and that t** *** *** did not, and therefore Dutchess altered the tree voiding the warranty MsM*** told me I would have to pay $** to get the saddle back I am not paying any additional money for the saddle, and given the tree has been manipulated by a vendor instructed by and paid for by Stubben, Stubben should take responsibility and provide a full refund
Regards,
*** ***

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Stubben North America regarding complaint ID...

[redacted].
Regards,
Hillori Connors

Ms. [redacted] did purchase a saddle for $[redacted] plus tax from Stubben North America, Inc I May of 2016 which was shipped to her on July 7, 2016. In the course of communication with the person who had fit the saddle for Ms. [redacted], after she had received it, it was found that the leather flaps for the...

saddle needed to be replaced. Flaps were ordered from the manufacturer in [redacted] and we awaited their arrival.During this time period our fitter, Amanda A[redacted] made wool flocking adjustments to the saddle to insure the saddle did not slide or get out of balance. She visited Ms. [redacted] at her home and at her place of business to accommodate Ms. [redacted]s' work schedule. In October Ms. [redacted] canceled a scheduled appointment with Ms. A[redacted].At this point in time we offered to send our fitting expert on Stobben saddles to meet wit Ms.[redacted] in December 2016. After that visit a new saddle was ordered. This saddle was delivered in February 2017.There was no notification to us that.there was a problem until May and an appointment as set for June. Unfortunately, a medical emergency with the 1 year old daughter of our expert led to a cancellation of this appointment.Since that time there has been fractured communication between the two parties, availability oftheir schedules not coinciding to reschedule.Saddle makers build their saddles on different style saddle trees. Our saddles are built on a proprietary patented tree that is different from all others. We measure our trees in cm's not in words, i.e. wide and extra wide. We do not accept the 'findings' of other companies as a reason to refund for a custom saddle.We would very much like to meet with Ms. [redacted] where her horse is stabled to finalize his purchase. If the saddle is not the proper tree width for the horse, we will refund her money. If the saddle is the proper tree width for the horse, we will answer any and all of Ms. [redacted] questions while there and at any time into the future.SincerlyJames E[redacted]President

June 7, 2017[redacted] purchased a custom saddle from us in February 2016.  This saddle, serial number [redacted], was
received with some of the parts sewn incorrectly to the tree. This was a minor
fix for us, but we went ahead and made a new saddle, serial number [redacted] for
Ms. [redacted]. Ms. [redacted] took possession of the saddle from Federal Express on
July 26.The second
saddle was not manufactured poorly and was symmetrical in the panels.  The complaint that, ‘the left flap also
flared out’, on the second saddle, is a result of the horse’s confirmation, not
the saddle construction.  We have video
and photos which show the left shoulder to be larger. Ms. M[redacted]
and the [redacted] representative for New England have been to Ms. [redacted] barn
many times.  Because the saddle is a wool
flocked saddle, we were able to make adjustments in the flocking to compensate
for this physical difference.  It is
quite likely that flocking adjustments will be necessary from time to time to
compensate.After [redacted] visit in October, (not an authorized [redacted] repair person), Ms.
[redacted] stated that the saddle was perfect and everything was fine.  She has provided receipts from [redacted] post October which were not paid by [redacted].When Ms.
M[redacted] took possession of the saddle in April, she brought it to Kentucky to be
inspected and re-flocked where necessary. 
When we dropped the panels to re-stuff them, we found that the tree
point on the left side of the saddle had been altered. It was bent at an angle
where it should not be bent and had visible marks from an outside source.  Ms. M[redacted] contacted
Ms. [redacted] to let her know of our findings and that due to the alteration of
the tree by a third party, the warranty on the tree was voided.  Ms. [redacted] refused to meet with Ms. M[redacted]
in order to get her saddle back.We are in
possession of Ms. [redacted] saddle, only because she will not accept its return.
We will gladly return it by personal delivery or delivery service at any time. There is no
defective workmanship on this saddle.Sincerely,James *
E[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The letter written is false information. The saddle with defective flaps was actually sent back once I received the new saddle in February 2017.  [redacted] never made wool flocking adjustments. She came out to my barn one time at which we determined what saddle was right and she has not been back since. I have record of many text and calls at an attempt to make an appointments with her but the only appointment ever made was canceled by [redacted] due to her garage door not shutting. [redacted] at Stubben NA set an appointment with me in December of 2016 and he deemed my 30cm saddle (with defective flaps) as an improper fit and ordered another saddle in a 29cm tree. I made an appointment with him June 30, 2017 to take a look at my saddle as it was not fitting correctly. He canceled the appointment and I tried every week to try make another appointment for about a month at which he never called me back, which brings me to contacting the Revdex.com. This company claims a customer service they do not provide which is a proper fit for the horse. Allowing months and months to pass and avoiding a customer is not acceptable when it comes to an essential part of horse back riding that be it the saddle, especially when horse competitions are involved. I do not accept trying to make another appointment. This company has not been able to come out to evaluate the saddles once I got them for over a year now. I will send tracings if you need to prove it is way to narrow.
Regards,
[redacted]