CWD - TERRIBLE customer service and attitude

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CWD - TERRIBLE customer service and attitude

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    06-18-2013, 01:11 PM
CWD - TERRIBLE customer service and attitude

This is a bit of a "rant," but I have to say I'm pretty disillusioned with my experience getting a new saddle from CWD. Several people at my barn, and 2 of my instructors have CWD saddles, and when I tried them out - I really liked them. My mistake was ordering one and expecting a good experience. The company is VERY strange with respect to customer service - and frankly my impression is they act like they are doing you a favor making a saddle for you.

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.
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    06-18-2013, 04:40 PM
Green Broke
"and I have paid them already"
There's your answer.
    06-18-2013, 08:12 PM
Well, I had no idea who CWD was, so I googled it. One of the first things that came up was a corporate answer (complete with phone numbers) from CWD to another person who apparently posted negative reviews somewhere. So, If you need contacts of a reaction, I might start by reading this, and possibly posting on tack
    06-18-2013, 08:15 PM
Frank, CWD is one of the biggest and most expensive names in English saddlery.

It's really unfortunate that you had such a negative experience with them. I've talked to several knowledgeable reps in my area about used CWDs, buy I've never dealt with the custom manufacturing side of things. I'll keep this in mind if I ever have the funds to buy new.
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    06-18-2013, 08:50 PM
Figured that out-thanks.
    06-19-2013, 07:10 PM
Good saddlemakers want what's right for the customer, not give you the run around. Where are they located? Never heard of them. If I was in the market for a good English saddle I'd go with either reputable British or German companies.

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