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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
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    06-04-2012, 05:18 PM
  #41
Weanling
How bizarre I just did a quick google search and on other forums "libertysaddles" has replied to customer service complaints in an equally immature manner. It's at that point where I really wouldn't care whether the OP was right or wrong, its the response from liberty saddles that is deplorable.

I work in the service industry and I've had people throw food at my face and say horrible things to me (like go back to school to get a "real job" -not knowing the fact that I have a college degree and make a good living thank you very much)
You have to bite your tongue because guess what ... you are representing a company and its only that company that will suffer. I know first hand how stressful it can be but to be so malicious over fairly polite emails is ridiculous.
     
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    06-04-2012, 05:29 PM
  #42
Banned
Smile liberty saddles--handcrafted

It was a perfect fit, if saddled right--e-mail shows we are fair.

MODERATION NOTE: Removed email because it showed personal information about the OP.
     
    06-04-2012, 05:37 PM
  #43
Super Moderator
Liberty, you sure missed the boat on this issue.

You are right, every business will get that customer who just cannot be pleased. They can be a real pain. However, YOUR company advertises 100% satisfaction. There is no mincing words there, unfortunately. Sometimes, you just have to suck it up and take it. You should have offered the refund, accepted the saddle back and decided not to deal with this person ever again. That saddle will not be a loss. You will sell it somewhere else.

You could have come on this forum and told us that you have done the right thing and honored your 100% satisfaction promise. We would have all thought very well of you (even if we had seen the "other side" of your business through the posted e-mails). You could have made some good impressions and, in all honesty, promoted your business with us.

Instead, you threatened the Moderation team with a lawsuit and posted very negative posts here. It has only served your business poorly, IMHO.

I hope you have learned a lesson about customer service. Good news travels slowly. Bad news travels like wildfire and can have very long term consequences.
     
    06-04-2012, 05:45 PM
  #44
Weanling
Oy...epic fail. Perhaps hiring a customer relations expert would be worthwile expense. Some people are good at making saddles, and some are good at dealing with the public.
Allison Finch likes this.
     
    06-04-2012, 05:49 PM
  #45
Super Moderator
Quote:
Originally Posted by attackships    
how bizarre I just did a quick google search and on other forums "libertysaddles" has replied to customer service complaints in an equally immature manner. It's at that point where I really wouldn't care whether the OP was right or wrong, its the response from liberty saddles that is deplorable.

I work in the service industry and I've had people throw food at my face and say horrible things to me (like go back to school to get a "real job" -not knowing the fact that I have a college degree and make a good living thank you very much)
You have to bite your tongue because guess what ... you are representing a company and its only that company that will suffer. I know first hand how stressful it can be but to be so malicious over fairly polite emails is ridiculous.

So, there are more than one incident? That is good to know, making judgement based on a wider spectrum of evidence.
     
    06-04-2012, 05:54 PM
  #46
Foal
Quote:
Originally Posted by sudds80    
Hey guys, I'm so glad to find that people are finding this post helpful. This is my very first post because I haven't felt so strongly about an issue, until this. I really, honestly wanted to raise a red flag and say, think twice before doing business here. I find that the customer service rep's own words are far more troubling than any story I could retell.

I'm not the kind of person to go out and just make up a negative experience with a company. One good thing I can say is that the saddle looked really nice for the price…
Since you paid by credit card, you might be able to resolve it through the credit card company as a disputed charge. Just a thought.....
Posted via Mobile Device
     
    06-04-2012, 05:55 PM
  #47
Showing
.

"and newbie's "

That was enough right there to make me madder than a wet hen.

No excuse for saying that to a customer.



.
sudds80 likes this.
     
    06-04-2012, 06:11 PM
  #48
Showing
Quote:
Originally Posted by liberty saddles    
It was a perfect fit, if saddled right--e-mail shows we are fair.
Quote:
Originally Posted by liberty saddles    
Tell us what you think. I wouldn,t want to be this horse.
Now you're sharing this customer's personal information (via the email) and pictures of his/her horse? Very professional.
     
    06-04-2012, 06:13 PM
  #49
Weanling
Quote:
Originally Posted by tinyliny    
So, there are more than one incident? That is good to know, making judgement based on a wider spectrum of evidence.
only assuming they are the same person/ actually a part of the company

equiniphile likes this.
     
    06-04-2012, 06:15 PM
  #50
Showing
Quote:
Originally Posted by attackships    
only assuming they are the same person/ actually a part of the company

I....don't know what to say. This is ridiculous.
     

Tags
customer service, gaited, liberty, saddle

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