Customer service issues with PS of Sweden

[SnicklefritzG]

Has anyone ordered products from PS of Sweden and had quality control issues?
I ordered a bridle and browband and had issues with both.

I sent them detailed measurements of my horse along with photographs and then bought the size they recommended. I tried the bridle when it arrived and it was clear the noseband did not fit. I notified them immediately and asked for an exchange of noseband. One person wrote back and told me they can’t get replacement parts until the summer at which point people can get pieces individually. When I followed up to say I can’t use the bridle because it is too big, they are telling me they cannot accept a return because I used it. Of course I had to try it on to see if it fit !!!

I decided I’d keep the browband and use it with a different bridle. After 2 weeks the crystals started falling out. I wrote them and now they are asking me if I used the browband, they won’t respond yet on the issue of returns. If the crystals are falling out after only 2 weeks, that’s ridiculous.

Has anyone ever dealt with them and had a satisfactory resolution to the issues?

[Jealoushe]

I have dealt with them many times but never had an issue…my browbands are years old and still in perfect shape though. Sorry this is happening, they are usually really good. Maybe post on their social media to get a reply?

[TakeAChanceinVA]

I think they’ve had some stocking issues lately and delivery has been way behind. I’ve purchased all my PS items on eBay so havnt had any issues as far as that. I have 2 crystal browbands and both of them are fine though I do not like to use them on a daily basis, they are reserved more for clinics/shows.
My measurements have never matched what is on the PS website . I am hoping to order the Nirak soon but am going to have a fitter come out so I can try on all of the pieces. I currently have a bridle in a size 2 and one in a size 3 and have been able to make both of them work on 2 different horses but there is definitely not as much variance in fit as normal bridles.

[alibi_18]

When did you bought the bridle?

From what I understand, you’ve bought it some time ago and they told you to keep it until the summer?

@SnicklefritzG

When I followed up to say I can’t use the bridle because it is too big, they are telling me they cannot accept a return because I used it. Of course I had to try it on to see if it fit !!!

Trying and using are two different thing.

Did you use the bridle for riding or have you just tried to fit it on your horse in the barn?

If you tried it, I don’t see why they couldn’t take it back IF it’s as clean as new, if there are no hairs, if it wasn’t weirdly folded or broken and if it wasn’t oiled. If you just tried it on, it should still look brand new.

If you rode with it… then obviously no.

I decided I’d keep the browband and use it with a different bridle. After 2 weeks the crystals started falling out. I wrote them and now they are asking me if I used the browband, they won’t respond yet on the issue of returns. If the crystals are falling out after only 2 weeks, that’s ridiculous.

Has anyone ever dealt with them and had a satisfactory resolution to the issues?

If the crystals are falling out after 2 weeks, it’s not normal and they should take action to fix this part.

This is something totally different and it falls under the
« normal use warranty »

[Twigster]

I ordered a Pioneer not that long ago, and they accidentally sent the wrong reins with it. They were very nice about the mix up and sent me new reins within a couple of days. I have zero complaints with the customer service from that experience.

The pioneer noseband does fit a bit bit bigger than I anticipated/expected based on pictures and measurements. But my horse goes well in it. I use my crystal browband every day as well (because why not?) and it is missing two crystals now. But I knew that was a risk when I put it in daily rotation, so I haven’t complained to them about that either.

[SnicklefritzG]

no, I didn’t buy it some time ago. There were multiple problems with my order that they were informed of immediately.
They told me individual parts won’t be available until later in the summer. Then another customer service rep emailed me to say sorry they won’t refund my money. I told them it is unusable due to the size being wrong. I’m currently dealing with that.

Meanwhile I decided to keep the browband and use it with a different bridle. The crystals fell out after minimal use.

@alibi_18

When did you bought the bridle?

From what I understand, you’ve bought it some time ago and they told you to keep it until the summer?

Trying and using are two different thing.

Did you use the bridle for riding or have you just tried to fit it on your horse in the barn?

If you tried it, I don’t see why they couldn’t take it back IF it’s as clean as new, if there are no hairs, if it wasn’t weirdly folded or broken and if it wasn’t oiled. If you just tried it on, it should still look brand new.

If you rode with it… then obviously no.

If the crystals are falling out after 2 weeks, it’s not normal and they should take action to fix this part.

This is something totally different and it falls under the
« normal use warranty »

[leheath]

Since you can order individually sized/mix and match parts to all bridles, I am wondering if there is some kind of misunderstanding about availability of individual parts? I do know you cannot buy individual parts for most bridles at the moment but I have exchanged entire items without any problems providing they meet their return policy (no hairs, tags still attached, not conditioned/oiled/etc.). Due to timing, I have typically returned the item for a refund and purchased what I wanted in the meantime, so normally I just return the entire bridle and order another with the correct sized parts I need rather than trying to exchange the individual part that doesn’t fit.

[belladonna]

How frustrating!! I would do what leheath suggested above and return the whole bridle, not just a part. I purchased a PS of Sweden bridle and browband in the fall. Both are holding up very well even with daily use.

[Forte]

Yes, I have had quality control issues. I have bought two browbands and both arrived with missing crystals. Both times I contacted them and they responded quickly and sent me replacement browbands. I now use the browbands only for shows as I know they won’t hold up to daily use. I had a bridle as well. It was ok, but I found the leather and workmanship poor and it looked very worn out after only a year of use. I ended up selling it. I find the sizing is very large and I wish they just had normal throat latches. I found my snap on browband would unsnap mid ride and I’d end up with a dangling throat latch and browband. I wouldn’t purchase their products in the future. I recently bought 2 D’yon bridles and find the craftsmanship and design far superior.

[rfath]

I bought a used bridle and have used it myself regularly for around a year now and the bridle still looks nearly new.

I picked up a spare (Chameleon) bridle in their Boxing Day sale and had a terrible time getting replacement padding for it - their supplier apparently didn’t deliver. I was offered a browband instead, which became an epic adventure in not-in-stock for everything that I selected - they have obviously been having supply issues.

I did find that working with a local representative (thebossybridle) for parts was much better than trying to email PSoS. You might try emailing Cindy to see if you can swap out some of the parts on your bridle to correct the fit.

[Arabiandressage]

I am so sorry to hear this happened. We are a stocking distributor for them in the United States but don’t carry their bridles as of yet. I can say all their saddle pads arrived beautiful without so much as a thread out of place. We do secondary quality control here so I do think another set of eyes does help. As someone already stated we (tack stores) tend to have great success with vendors and getting parts replaced as we have a constant stream of orders coming in that the vendors simply throw a spare part on. This makes it sometimes a bit easier for you. I wish we had spare parts for you as I would love to help.