Devoucoux - Customer Service?!

[DARQHORSE]

Hey COTHers,

I bought a Devoucoux bridle + matching reins less then a year ago. I paid $575/bridle and $200/reins (Canadian + tax). I take great care of my tack, clean, oil, condition it weekly, using only top quality products (CWD, Devoucoux, Antares). Bridle is always stored indoors, in a temperature controled environment.

–> About 6 weeks ago, I was in a dressage clinic with a GP coach, as I cantered down the rail I half-halted and my rein snapped in half!!! :mad: It smacked my horse in the face as it broke and thankfully, I was able to have him stop off my seat and leg. I invested in top quality reins so that this problem would NOT happen.

I have called the phone number listed on their website and left a few messages, but no one will return my calls. I then found the number for the Canadian Rep, who also will not return my phone calls. I can’t believe that not only did the reins snap from a simple half halt, but that the company has such non-existant service! :no:

Does anyone know what I can do to have my reins replaced? Is there a person I can contact who will actually speak with me?!

TIA!

[kashmere]

What retailer did you buy from? Even if it was an online purchase, I would call the retailer’s customer service line and speak with them. Depending on their policies, you may not need to go further than the tack shop for a solution. If it turns out Devoucoux needs to be involved, it may be easier for one of their distributors to get ahold of them than a single customer.

ETA: It might just be the syntax of the sentence messing me up, but if you’ve been oiling the reins weekly, that actually could contribute to a problem like this. Too much oil can really mess up leather. I wouldn’t expect it to snap, but I could see it really weakening the reins.

[alibi_18]

Ditto to contact the store from where you bought these reins.

I had a similar problem with a pair of Arc de Triomphe reins after 6 months of gentle use and the store replaced them immediately with a new pair of my choice (and they didn’t care I picked a pair of a higher value and of a different brand!)

Just hope you won’t have to go thru Devoucoux’s customer service.

[BAC]

There is no such thing as customer service at Devoucoux, they are the worst ever and I wouldn’t spend a dime on any of their products. Just do a search of previous threads about this subject, or PM Lucassb for her experiences with them.

Switch to CWD, their customer service is wonderful, as are their saddles and strapgoods.

[Kristy-nnn]

[QUOTE=kashmere;6019324]

ETA: It might just be the syntax of the sentence messing me up, but if you’ve been oiling the reins weekly, that actually could contribute to a problem like this. Too much oil can really mess up leather. I wouldn’t expect it to snap, but I could see it really weakening the reins.[/QUOTE]

I agree with this… I was always told not to oil my tack very often, but rather condition it with leatherbalm. Oil breaks down the molecules in the leather which eventually leads to them snapping. A girl I know who oils her stuff regularly has had quite a few reins and martingales snap whereas I have never had that happen… and I’m not riding in $200 reins lol. But that is just what I was always told.

As for the devoucoux problem… I’m not much help as I’ve never bought any of their products.

[BAC]

Only after reading Kristy-nnn’s post did I realize you say you oil your tack every week. Over oiling definitely weakens leather, in fact as a rule I only oil my tack when it is brand new, and after that I use conditioner instead, and only as needed, not weekly. The exceptions are if the tack has been caught in a drenching rainstorm, or something that is in drastic need of reconditioning, then I will use oil or possibly a lederbalsam for reconditioning.

[sadlmakr]

I second that, BAC. Oil is only for Western tack that gets wet and dirty from hard use. Even at that I seldom use oil on bridles either English or Western.
Lederbalsam is great for bridles and breastplates.
I doubt they will stand behind the broken rein. Some of the big name saddleries will not even stand behind their saddles so why would they stand behind their reins and bridles?
Try the shop where you bought the tack. they might get farther than you could.
Wish you the best in this.
JMHO
sadlmakr

[JA1]

I have 3 Devoucoux saddles including a dressage saddle along with the strap goods. Their customer service has been great. Call the office in NJ and speak with David.

They have taken the time to fit my incredibly difficult to fit horse with both an Oldara (jumping), Makila (dressage) and my original Baritz. When they changed the paneling out several times on my original saddle (not made for my current horse) to fit him at no cost to me before we settled on a wide tree but my dressage saddle fits him perfectly and it was slightly used, normal tree. They have done nothing but go out of their way to provide excellent customer service.

Also they tell you specifically not to OIL their tack, just like Hadfield’s does. Oil can and does weaken the leather. With each new saddle or bridle a tub of grease is provided for conditioning the leather. However they will stand behind the quality of their products.

[mvp]

Yes, oiling weakens leather, but I think you’d have to go way overboard before you created a problem as large as yours. And I’d expect the rein to break at the buckle (if you were hanging on to the end, or at the pin holding it onto the bit.

A rein breaking along a length of leather or in the half-raise section? I’d guess that was a problem with the leather itself and the way it was tanned. By the way, OP, did the torn edges of the leather look dry or weepy-oily?

In business, I start with the person I bought from. I try to solve problems directly and “in house,” moving up the chain as need be. If I feel I’m getting blown off, then I go to the Head Office. If that doesn’t work very quickly, I write to the Pres with my problem, an apology for bothering him/her with this piddling issue, my attempts to get it sorted with others in the organization and a request to make this right. As you move up the chain, you should encounter people with more power to solve your problem and a better sense that they should do that so that it goes no farther and they are saved some embarrassment.

[KateKat]

Doesn’t surprise me, I have a friend who used to be a rep for Devoucoux. Quit because she couldn’t tolerate working for a company that didn’t stand behind any of its products.

[Summit_Springs_Farm]

Have you tried this number #800-847-7785

[TarheelJD]

Sorry this happened to you.

When I was ordering my new saddle, it was between County and Devoucoux. I ended up with County for several reasons, but one of the main ones was all of the awful things I’d heard about Devoucoux’s customer service.

[jr]

I’ve never had anything but good experiences with their customer service, to includebsaddles and strap goods.

[RubyRock93]

I’ve had great experiences with devoucoux’s customer service. And their New England reps. I just recently sent my saddle to New Jersey to have the tree replaced. They called regularly to update me on progress and had the saddle back to me within two weeks.

[Savannah_Blue]

I have had no problem with my devoucoux. I quite like it and so do those that ride in it as well.

[DARQHORSE]

Thanks everyone for all your replies!

I should have been more specific. I oiled the bridle/reins when I got them to darken them up a bit (as per the shops directions) and then clean/condition as necessary. I don’t go overboard on the conditioner, just enough to keep the leather supple.

I’ll try contacting the store again, they told me to go to Devoucoux directly. I also spoke with someone associated with Devoucoux out this way, she told me that it clearly was an error in the manufacture of the reins, but that she couldn’t help me because she isn’t the rep. She then gave me the info to contact the Canadian rep (Francis??), but he hasn’t returned any of my phone calls.

The reins broke after a half half right in the middle, where the laces begin. This whole trying to get ahold of people to get the problem solved is so frusterating.

[Amy25]

I am looking for a phone number of head office or saddle fitters than come to Alberta. Looking to buy a Devoucoux saddle. And feel like I’m pulling my hair out trying to find a saddle fitter/contact for this company. Saddle fitter (David) had been extremely unhelpful and has stopped answering my calls. Thanks a million for any help!

[Madison]

[QUOTE=Amy25;8279112]
I am looking for a phone number of head office or saddle fitters than come to Alberta. Looking to buy a Devoucoux saddle. And feel like I’m pulling my hair out trying to find a saddle fitter/contact for this company. Saddle fitter (David) had been extremely unhelpful and has stopped answering my calls. Thanks a million for any help![/QUOTE]

If you are having this much trouble trying to give them your money, why on earth would you want to place an order with them and count on it going well???

To the OP, I would go back to the store - you gave them your money, they gave you what appears to be a defective product. They have a relationship with Devocoux, let them try to reach them. I would take the this is your problem, I did business with YOU not them approach, and of course mention that you tried it there way and it didn’t work. Good luck!

[beowulf]

I would go to where you purchased them and tell them, point blank, you are returning a defective product that failed on you in a way that could have caused serious harm to your livelihood.

I’ve BEEN there when a rein snapped and popped a horse in the face. It is a terrifying experience.

Even if you oiled the reins every week, it should not have snapped off of a simple half-halt… I’m thinking it’d have to a lot of force… I’ve had horse step on the reins and not break them… yours broke in an area it is NOT designed to break in and that is dangerous.

[BAC]

@Madison;8279704

If you are having this much trouble trying to give them your money, why on earth would you want to place an order with them and count on it going well???

I was thinking the same thing? Consider yourself forewarned and run in the other direction. Otherwise you have no one to blame but yourself when you become just one more dissatisfied Devoucoux customer.