Which companies have the best customer service for semi custom or custom saddles? I know that threads tend to pop up about frustrating experiences. I also know that reps can really make or break a situation. Are there any companies really known for knocking it out of the park when it comes to customer service, guarantees, etc.? I’ve been surprised by how many brands say essentially SOL if your saddle arrives and is “as ordered” but doesn’t fit your horse and the rep can’t adjust it enough to make it fit.
Well, custom saddlery lets you ride in your new saddle for 10 days no obligation. I’ve been with them for a couple years and the company has made right on things whenever called upon. I think there is some variability in the reps for sure and that might impact this.
4 Likes
I always tell people, pick your fitter not the brand.
9 Likes
I’m in the market for a new saddle and as sheltona said, pick the fitter rather than the brand. I have a Custom saddle now and am (im)patiently waiting for the company to ship my fitter a Gemini that they ordered on January 2nd for me to try, but my fitter is great and I know that they’ll do whatever they can to work with me. If none of their other saddles work for us, well, then, I’ve already started searching fitters who I know have a good reputation AND who sell brands that I’m interested in trying. Most of them sell more than one brand, so bonus points for that. I had seriously been eyeing Stackhouse saddles (also based on several people I know who have them and love them), but then I read somewhere that one of the owners can be kind of difficult to work with. That, in addition to the saddles being a lot more expensive than I really want and can afford to pay, has more or less turned me off from them. I’m willing to pay a decent price for the right saddle, but if I’m going to do so, I don’t want to worry about the customer service experience being anything less than outstanding.
1 Like
Well, do you mean custom saddles as in any brand that does special made or Custom saddles? Custom is a description as well as a brand and will get you different answers.
Agree with Shelton01. I had the most wonderful Schleese rep out today. Many people have had issues, but my mare quickly said no to everything she brought and she didn’t even charge me or talk me into anything. That kind of honesty makes me schedule another appointment to see more models.
Meanwhile, my trainer and I are both having issues with our recently fitted Custom Saddles and I can’t even get the fitter out. I would love a custom Custom, but not until there is a new rep.
It it is a lot like when I bought a tractor…my wise old farmer for 65 years dad told me to get one based on the dealership.
1 Like
Custom Saddlery gives you 10 days to return your saddle if it arrives and doesn’t work. It’s still super annoying if you’ve waited forever and it’s wrong, but it’s better than being stuck with a saddle you don’t like.
I’ve had two bad Custom Saddlery reps, and finally have a great one. That said, I prefer to buy demos or used saddles off her truck so I know exactly what I’m getting.
1 Like
I have to ask…was it a Ford dealership?
I was lucky, living in western washington to have an independent fitter who is rep for several companies as well as consignment. He could help with fitting your saddle or on getting the right saddle. As a three day rider he is well versed in both dressage and jumping needs. He travels west coast and up to BC. I was able to get great service not only on buying a new saddle, well fitted / customized, but also well maintained.
Not all companies saddles fit or potentially fit all horses. I agree with shelton, pick the fitter not the brand
1 Like
@grandprixer Companies that make custom saddles not just custom saddlery. Good point! They were clever with their name but it certainly creates confusion at times.
@soloudinhere I’m thinking more along the lines of what you referenced.
So yes, rep first.
Thankfully, in my area I have a few very great fitters who rep for multiple brands. I think most of the big brands should be accessible from a rep who would work hard to do right by the horse and rider. If an independent fitter says brands A, B, and C can get us what we need, I’d love to go with the brand known for really working hard to make the customer happy.
I’ve seen situations where a rep was great and a saddle arrived clearly never going to work for the horse. The rep did right by the customer but it was months of the rep trying to get the company itself to get on board. Outside of Custom Saddlery, are there companies with money back guarantees or other policies that indicate the company will do what they can to ensure the customer is satisfied?
In my specific situation, the pony panels on Custom Saddlery are still too long for this mare’s back so I’m really curious to know what other companies are rocking customer service so I can cross reference with the represented brands in my area.
