I ordered my saddle from them in early April. When it arrived last week (mid June), it was made with the wrong leather -- the full grain instead of the full calf I ordered. I was frankly flabbergasted that they would make a mistake like this.
When my rep checked with CWD office - different stories were related as to who and how wrong order information was entered. After that, the response was basically, "Oh well, we'll make another one .." Another 2 - 3 month wait. No offer of any remediation. Of course I had already paid in full - substantial money.
5 days after this, I called CWD directly to check status on my own. I was told they "hadn't had the time yet to enter the replacement order." I called 3 days after that, and was told there was a problem with the faxed/texted replacement order from the rep, and what they had in the system was just a "blank order." After I yelled, they called the rep and he resent the replacement order .. 9 days after I notified them the saddle was wrong. If I hadn't called and asked them to check - this would have sat in limbo for who knows how long. And I have PAID for this already!
They also promised a loaner saddle, but I haven't gotten it yet.
I guess I don't rate as I'm not a big name rider or big money person. Their saddles are nice -- but service and attitude frankly are terrible. They make me feel like I'm demanding .. but I quickly saw that if I didn't hound them, I would fall through the cracks and they wouldn't care. If they were on Angie's List I'd give them zero stars.