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Liberty Saddles - Buyer Beware!

This is a discussion on Liberty Saddles - Buyer Beware! within the Horse Tack Reviews forums, part of the Horse Tack category
  • Liberty gaited saddle
  • Liberty gaited all purpose saddle review

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    06-04-2012, 03:40 PM
  #31
Weanling
Truth be told, are we even sure that guy is really from liberty saddles? LOL. Tiny is correct, we are all on the outside of this one. It's a he said/she said kinda thing. Could go either way. I'm a firm believer in *the customer is NOT always right* Who actually knows with this thread...
But I do believe the responses from *liberty saddles* were unprofessional...but that leads me back to my first sentence...
     
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    06-04-2012, 03:43 PM
  #32
Showing
Eh, I don't agree with the mantra, 'the customer is always right'. Having worked retail and food service for many years, I can tell you that's simply not the case.

However, if it's posted on Liberty's website that, '100% customer satisfaction guaranteed', then it should be honored. I don't think the OP is some frivolous airhead who didn't know what they were doing, and all her correspondence was polite and well thought out, unlike the Liberty rep's.

I'd be very hard pressed to deal with a company that didn't honor their WRITTEN commitments, and posted insulting and barely literate responses to genuine concerns.
katbalu and Jumperforjoy like this.
     
    06-04-2012, 03:45 PM
  #33
Weanling
I wouldnt go so far as to call that guy a low life. Personal attacks arent good for anything. Maybe they just arent good at damage control. Maybe they havent had to be. I work in customer service too. Customer = not always right. But who knows in this case.
     
    06-04-2012, 04:02 PM
  #34
Banned
Smile How to saddle your horse

Tell us what you think. I wouldn,t want to be this horse.
Attached Images
File Type: jpg Scan_Pic0013.jpg (40.6 KB, 185 views)
     
    06-04-2012, 04:05 PM
  #35
Banned
Her is the saddle on horse intended for--perfect fitting saddle. What in the world is wrong with this picture--do you know?
     
    06-04-2012, 04:08 PM
  #36
Banned
Right click on picture and print--its perfect except tan.
     
    06-04-2012, 04:08 PM
  #37
Super Moderator
Quote:
Originally Posted by LetAGrlShowU    
tiny, I don't see the justice in defending this company. You can see from the responses that her email was accurate. Not to mention, the email she originally sent them was very polite. Had they responded telling her how to measure the saddle and apologized but explained that color can vary from computer to computer, this would be an entirely different post. She had every right to discuss her concerns as a customer. The company though, does not have any right to treat said customer in this manner. I would NEVER do business with a place with such low life employees.

I work in a service industry... full of customers who are usually the problem in what causes them to call us. I would NEVER degrade someone like that. If this guy JJ was one of my employees, he would be fired for such a lack of etiquette and customer service skills.

I never said that the customer service deserved defending. From what we saw, it stank. I only said, before you crucify the entire enterprise, you should know more than just one person's displayed emails. There could be a lot more to the story. If it is true that in other respects he has a 100% satisfaction rating (and I have yet to check on that to verify) then one should wonder how he managed that.
     
    06-04-2012, 04:10 PM
  #38
Yearling
The back of the saddle is lifted? Might be perfect, might not be. There is a saddle pad on it.

Liberty- you are obviously missing the point. The point wasnt even the wrong color, or the wrong saddle size- IT IS YOUR CUSTOMER SERVICE. Had you taken the time to say "We do believe the saddle to be of the correct size, please measure by doing x,y,z" or something like "I do apologize that you are not happy with the color of the saddle. Due to the varying resolution from computer to computer, there is no way to guarantee the color will be to every customer's liking. We will happily exchange the item for a different color at $____ due to the fact we like to make our customers happy..."

In no way does a picture or incorrect measuring allow any professional to act like a bafoon. Since you are obviously going to continue to miss the point, you will most likely not succeed as a company. If you'd like to take heed to a professional response and a polite way of doing business, please see above!
sudds80 likes this.
     
    06-04-2012, 04:10 PM
  #39
Green Broke
Quote:
Originally Posted by liberty saddles    
Her is the saddle on horse intended for--perfect fitting saddle. What in the world is wrong with this picture--do you know?
? That saddle does NOT fit.
     
    06-04-2012, 04:18 PM
  #40
Started
While the cusomer may not always be right, there are very few cases where you don't have to just suck it up and make the customer happy. YOU CAN'T SELL PRODUCT THAT NO ONE WILL BUY because your customer service is so terrible. Granted we don't know the whole situation, but from the info in this thread, Walmart has better customer service. I have ordered $700 jackets for customers after explaining that you are obligated to take special orders, then retuned and exchanged them because the color "was too bright" for only the cost of return shipping to keep customers happy. There is never an excuse for rude or unprofessional responses to customer concerns.
     

Tags
customer service, gaited, liberty, saddle

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