Has anyone here had problems with customer service / attitude from McGuinn Farms? My barn strongly recommended them to me, and many of the upper end riders their have McGuinn trunks and accessories.
I however have had a less than satisfactory experience with them, and want to both share this as a warning, and find out if I am unique.
First of all - their trunks are VERY expensive ... upwards of $1400.
It took them 3+ months to make mine, and when it shipped, the lid corner was smashed and metal trim buckled. The outside of the box appeared undamaged to me, as did the interior foam and paper wrapping. My educated guess is that someone at McGuiinn dropped it and sent it in broken condition.
When I called them - Liz (at McGuinn) seemed exasperated in attitude, and didn't want to go through any insurance filin, asking me to disassemble and return the lid only. I had to fabricate my own packing box with box cutters from the original shipping box - at my barn. She was going to send UPS out to pick it up, but I didn't want UPS bothering the barn owners during the day when I wasn't there - so I took the packaging to work with me.
Liz (McGuinn) 3 days later sent UPS out to my office to pick up the lid - and didn't give them a pick-up slip, or bar code label. I then had to call McGuinn, they acted like they didn't understand UPs's problem. Liz eventually gave me an account number, and told me to take it to UPS processing center myself.
With all this hassle, and now being 4 days .. I sent the lid back next day air.
After this - McGuinns attitude got really sour. When I called a week later to find out what was going on, Liz was very short and rude. A week after this, I called yet again to find out when they were shipping the lid back, and got a VERY curt - "Well, we're CERTAINLY NOT sending it overnight like YOU did!"
$1400, broken, I have to repack and haul to UPS to return because they can't handle a return pick-up ... and they treat me rude becasue they're angry at the return shipping cost. They apparently don't think having my full payment for1 month while I have nothing / broken item is that much aof a problem.
The lid they eventually returned was fixed, but in a shabby manner with uneven corner edging, gaps, and they put two extra McGuinn labels on the outside back corners to cover up dented/shabby metal edging application.
I'm not impressed -- their trunks are better than the flimsy ones I've seen at shows, but but the fix was half a--ed, and they act like they are doing you a favor by doing business with you. For the price - they should really stand behind what they make and make sure customer is happy -- and drop the bad attitude.
Thank for letting me vent.