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sudds80 01-13-2012 04:13 PM

Liberty Saddles - Buyer Beware!
Below is an un edited email string between myself and the contactat Liberty Saddles. I don't feel I was treated fairly or that he honored their 100% satisfaction guarantee stated on his invoice. Not to mention I waited 8 weeks for my saddle and was told it would be 4-6. This is how I was treated when I received my saddle and it was incorrect and wanted to return it.

Morning John, I got my credit yesterday. I'm thinking that someone didn't know the facts about my return when they charged me $70.00 for restocking and $25 for shipping. My invoice stated 100% satisfaction guaranteed?? I loved the saddle quality but I wasn't sent what I ordered. I ordered tan, got medium brown, I ordered a 15" seat and got 16". On those 2 facts alone, I had no choice but to return it. I feel really bad that there was a mix up and I understand you are in business to make money, but I don't feel I should be charged for your error.

It is my hope that you could explain my circumstances for the return, to the person who did the billing, and have this corrected. Thank you in advance for your help John.

Hi--Just because you didn't like the color, you put saddle in box and shipped it back and told me later. You said you wanted to wait and reorder and later it turned into refund, well all I can tell you----does your vet come to your barn for nothing---when you special order item, why should I pay when you back out of sale, do you think I should pay for you to shop--pay for your shipping--if you would have tried to work with us we could have changed what you didn't like. This issue seems to be about color and you-you-you---not a word about the great fit for the horse---we bend over backwards to fit the horses with the best trees available and newbie's never seem to look for the important things like fit and comfort for the horse. When a saddle is shipped twice with common carriers it always has wear and marks on return and we do not resell saddles to our customers once it has been sold and shipped, so we sell at reduced price to dealers and take a loss on item. The best I will do is refund the 35.00 for the tree, that someday down the road I will sell, but will still lose the special one tree extra price. When you special order an item to your specs, don,t wine when you return the item and expect a free ride. 100% guarantee does cover our standard built saddles and not saddles when you special order them your way and does not cover shipping. As far as color goes, if your daughter did not like the color we could have changed it at no cost, but I still would not have paid the shipping. Good Luck

John, your incorrect about the return. I took pictures on how the saddle didn't fit per your request and then returned the saddle, so your statement is false. I didn't return it just because of the color and the size being wrong, I DIDN'T HAVE A GREAT FIT EITHER. The saddle was wrong in every aspect, special order or not, it was no good to me if it didn't fit my horse. I was not going to back out of the sale, I was going to reorder in the spring when we could ride in the saddle to make sure we had a good fit with even sweat marks. It's not smart for me to let you set on my $765, what if you went out of business, I'd be out of my money, that is why I wanted a credit back to my credit card.

I didn't think it was fair to ask for credit on the special tree, that is why I only asked for freight and the 10%, because the tree was an extra cost for you, but when the size, color and fit isn't right, no one would think it fair to be charged for getting the wrong merchandise. I had to pay to ship the wrong product back, I would have loved to keep it, it went back because the entire order was mucked up.

If you would remake a saddle in the correct color at no charge, why are you charging me 10% to return the wrong color, how is that no charge?? I only want what is fair, freight and 10% restocking, credit for your mistake. Everyone makes mistakes John but no one wants to pay for someone else's mistakes.

Speed Racer 01-13-2012 04:19 PM

Why are you airing your dirty laundry here? You could have just stated you had a bad experience with Liberty Saddles, and left it that.

You obviously joined this BB to post a private e-mail conversation between you and the saddle maker. Not cool, and it makes you look petty and vindictive.

Did you contact the Better Business Bureau, or just slob this all over a bunch of horse BBs, hoping to get your head patted and told how AWFUL this person is?

sudds80 01-15-2012 05:23 PM

This post was meant to inform people of the aweful customer service and the fact that Liberty did not stand behind their 100% customer satisfaction guarantee. I'm trying to help people avoid the huge hassel I went through trying to order a saddle. The saddle I had custom made didn't fit my horse, came with the wrong size seat and was the wrong color. My experience was a complete waste of time and money. And as you so nicely put it what an "AWEFUL" person this guy was to deal with. It's not dirty laundry--it's the facts.

franknbeans 01-15-2012 05:55 PM

POsting your emails and his is a bit over the top, IMO, just a Speed Racer said. I would suggest you use your energy where it may actually get you somewhere. (i.e. personally, I would contact the BBB and my attorney, who is a friend, and would most likely write a letter.) JMHO

sudds80 01-15-2012 07:04 PM

This is an exact account of very poor customer service. Nothing more, nothing less.

its lbs not miles 01-15-2012 10:58 PM

Actually I think it's a good example of why not to deal with this company. If people don't want to read negative reviews then don't.
I think everyone who has an experience like this, and has the companies response to back it up with, posts it for the world to see then it might make outfits stop taking advantage of the fact that they take your money, but thinks their mistakes are your problem.

I've had it happen on more than once and it's not fun to lose money over someone elses mistake or get stuck with something you didn't order.

So feel free to let us know when a provider thinks their mistake is the customers problem. They may soon be out of customers and then it will be their problem.

Allison Finch 01-16-2012 11:12 AM

E-mails are not private...any more than personal conversations, letters or internet posts like these.

I am glad to know of a business who has shady practices as it may prevent members of this forum from making a similar mistake. The fact that the e-mails are verbatim accounts shows that the OP, hopefully, did not edit to make them look even worse.

Sometimes the threat of bad internet PR is what it takes to get good customer service. OP, send the company a link to this. If they offer to remedy the situation to your satisfaction, print that out too.

myhorsesonador 01-16-2012 02:05 PM

my only issue is that you say edited email. For all we know you made this up to make this company look bad. We don't know you from adam, so it doesn't help that your first post here was a negative one.

natisha 01-16-2012 06:16 PM

I returned a blanket & paid for shipping & tax on the item. That's common practice.
I like the E-mails, it saves a lot of unanswered questions.
First post or not, I believe her as I have no reason not to.

equiniphile 01-16-2012 06:23 PM


Originally Posted by myhorsesonador (Post 1311106)
my only issue is that you say edited email. For all we know you made this up to make this company look bad. We don't know you from adam, so it doesn't help that your first post here was a negative one.

In her original post he/she said it was an unedited video.

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