Hello,
Has anyone had issues in the past with Edgewood standing by their product? I have a situation with a new bridle/reins where one of my reins is clearly a full while the other is oversized. Myself and an employee at the tack shop where I purchased them determined this after shipping the bridle to Edgewood (it’s less than a year old) for repairs and an “evaluation.” They’ve now told me that my reins stretched due to either my horse being tied using the reins, or the reins being stepped on. Neither of those things have occurred. They refuse to do anything about it, so I’m really disappointed in their customer service and wonder if I was naive to expect otherwise.
It took a year to realize that the reins were a different length? What happened when you got it and oiled it, were they the same length then? Edgewood does stretch a lot, or at least all of my stuff from them has.
What were you hoping/expecting Edgewood to do? The tack store sold it to you, and you had a fair chance to look over the product. Rein length isn’t a defect that could be dangerous, although after a year I’m not sure they could/would do anything anyway because who knows what you’ve done to it in that time.
If you sold someone a car and a year later they come back and say ‘the left front tire is worn’ well, are you going to pay for a new tire? No, because they had the chance to look at the product, and if it wasn’t up to their standards a year ago, they could have walked away.
2 Likes
No, it didn’t take a year for me to notice. I said the bridle is less than a year old. I sent multiple emails to Edgewood with no response over several months, before finally getting an answer saying that I had to take it to the dealer. Once I got it to the dealer (which is not easy for me because they aren’t near my house, and their hours make it difficult for me to make it in) they had to ship it off to Edgewood and once it came back, that’s what I was told by Edgewood after I contacted them again. The bridle also had issues with the stitching coming undone from day one that i let pass because it wasn’t structurally an issue, but it worsened. I am not sure what I was hoping from Edgewood, but I wasn’t expecting them to accuse me of tying my horse with his reins or it being stepped on, acting as if this was above-the-ordinary stretching caused my something i did outside normal use (their wording). I have done neither of these things, so either the reins stretched an inordinate amount or they were sold mislabeled. Basically, I think I was sold a subpar set of reins and hoped that Edgewood would do something about it, and I actually don’t think it’s the fault of the tack store. Even if Edgewood had said that there wasn’t anything they could do and they were sorry that it happened, that is one thing, but to turn it around on me like I used my tack incorrectly and i’m at fault for the issue is (to me) inappropriate.
I’ve bought multiple pieces of tack from Edgewood and only had really superior product, with minimal stretching. I was really just looking to see if anyone else had any experience with their CS, either positive or negative. That’s why I said the bit about wondering if I’d been naive to expect something from them.
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I would not ever buy anything from edgewood ever again. I had a few bridles I was VERY happy with 10-15 years ago, but the bridle and reins I bought recently are not the same. The leather tanning bleeds and stains the ivory stitching when you oil it (neever happened on old bridles), and the leather is also a different color than the old quality. It has a sort of gray, slimy appearance in the initial oil. It also turned to a noodle. My local saddler told me it is a sign of cheaper tanning process that “paints” on the tanning, and that tan dissolves in tack oil. Companies use it because you can buy cheaper leather that is marked, and then “paint” over the flaws.
When I tried to return the bridle, the tack store would not take it because it was oiled, and Edgewood would not even entertain the idea something was wrong with the leather quality. The woman I talked to ended up hanging up on me.
I have since talked to many people that have had similar issues with bad quality and bad customer service. I dont think they have recovered from the bankruptcy. I would like to support them because I think the problems began with an illness, but after the whole situation i dont think ts worth it.
Of course, just my opinion.
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[QUOTE=izzy 2;8470451]
I would not ever buy anything from edgewood ever again. I had a few bridles I was VERY happy with 10-15 years ago, but the bridle and reins I bought recently are not the same. The leather tanning bleeds and stains the ivory stitching when you oil it (neever happened on old bridles), and the leather is also a different color than the old quality. It has a sort of gray, slimy appearance in the initial oil. It also turned to a noodle. My local saddler told me it is a sign of cheaper tanning process that “paints” on the tanning, and that tan dissolves in tack oil. Companies use it because you can buy cheaper leather that is marked, and then “paint” over the flaws.
When I tried to return the bridle, the tack store would not take it because it was oiled, and Edgewood would not even entertain the idea something was wrong with the leather quality. The woman I talked to ended up hanging up on me.
I have since talked to many people that have had similar issues with bad quality and bad customer service. I dont think they have recovered from the bankruptcy. I would like to support them because I think the problems began with an illness, but after the whole situation i dont think ts worth it.
Of course, just my opinion.[/QUOTE]
thanks for your thoughts! honestly, it’s reassuring to know i’m not alone. I didn’t know about the bankruptcy (a quick google search indicates I was fresh out of college and out of the loop during that time). i’m very sad because I’ve loved all my old tack (all of which I still own), but I feel the same way.
I sell tons of Edgewood products at my store. Every now and then we have a random problem - very few and far between - and Edgewood has always been fair to us.
It sounds your reins had 1 horse and 1 oversize rein buckled together. If that’s the case, is’s something the tack shop should have caught before selling it to you.
I think Shedllybip is right and you got two different sized reins and the tack shop should have noticed since Edgewood reins are sold separately and not as part of the bridle, it should have been easy to notice. Still someone, either Edgewood or the tack shop owner, should have done what was necessary to end up with a happy customer. I loved my Edgewood and never had any problems with it but when the stitching started coming loose on my Hadfields, Cindy Hadfield replaced it at no cost to me and because of that I always recommend their products, which I love.
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They are awful. I bought an expensive curb rein from them and oiled it. It turned to flubber. They never replied to my emails. I will never buy any of their products again.
[QUOTE=BAC;8470696]
I think Shedllybip is right and you got two different sized reins and the tack shop should have noticed since Edgewood reins are sold separately and not as part of the bridle, it should have been easy to notice. Still someone, either Edgewood or the tack shop owner, should have done what was necessary to end up with a happy customer. I loved my Edgewood and never had any problems with it but when the stitching started coming loose on my Hadfields, Cindy Hadfield replaced it at no cost to me and because of that I always recommend their products, which I love.[/QUOTE]
glad to know you like Hadfield’s and that they stood by their product in the past! Also thanks for making me feel less crazy.
[QUOTE=shedllybip;8470577]
I sell tons of Edgewood products at my store. Every now and then we have a random problem - very few and far between - and Edgewood has always been fair to us.
It sounds your reins had 1 horse and 1 oversize rein buckled together. If that’s the case, is’s something the tack shop should have caught before selling it to you.[/QUOTE]
Thanks for your insight! I don’t know what their margins are but considering the reins retail for $200, I doubt it would’ve been that much to send me a new pair and keep me happy as a customer. I agree that probably the tack shop should’ve found it, but ultimately it’s their product and their decision to stand behind it and show their customers they value their money. I don’t work in the industry, but I am in retail so I know what good customer service is and I am not one of those demanding, unreasonable customers.
[QUOTE=lys.;8471008]
Thanks for your insight! I don’t know what their margins are but considering the reins retail for $200, I doubt it would’ve been that much to send me a new pair and keep me happy as a customer. I agree that probably the tack shop should’ve found it, but ultimately it’s their product and their decision to stand behind it and show their customers they value their money. I don’t work in the industry, but I am in retail so I know what good customer service is and I am not one of those demanding, unreasonable customers.[/QUOTE]
I totally agree with you. If you had bought the reins from my store, we would have replaced it even if Edgewood didn’t. That’s just good customer service. Keeps everyone happy and then I would sell yours at cost with the note that they are 2 different length. Problem solved. Happy customer.
I saw a young Edgewood bridle recently and was shocked to discover what you did: some tanning that looked like that “color corrected” method used with cheap leather. It makes the leather irredeemable, IMO. Anything that has petroleum products painted onto the top can’t be oiled and expected to darken as does leather tanned right. And for a newmarket colored bridle… well… I hope you like pumpkin colored tack because it will stay that way.
I’m old enough to remember when the partner that founded Edgewood was still teamed up with New Cavalry… and when those bridles first came out. Man, they really, really raised the bar for beauty and price in the world of hunter bridles in the 1980s. So sad to see the latest incarnation so debauched.
I should just die now, the glory days of the tack world being behind us and all.
ETA: Before I die, however, I will get back on topic: As I recall, neither company was stellar about their customer service. If they made a mistake, you could suck it. And they’d tell you that. And also, they’d probably tell you that your tack care acumen sucked and was to blame. I recall having people report problems with the glue seeping out of nosebands, and in both cases no one was happy.
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[QUOTE=mvp;8471085]
ETA: Before I die, however, I will get back on topic: As I recall, neither company was stellar about their customer service. If they made a mistake, you could suck it. And they’d tell you that. And also, they’d probably tell you that your tack care acumen sucked and was to blame. I recall having people report problems with the glue seeping out of nosebands, and in both cases no one was happy.[/QUOTE]
tack maven chiming in here, having sold various edgewoods through various tack stores. both their products and service are subpar, IMVHO. mvp’s post is quite accurate in terms of my experience with edgewood (and antares) as well.
personally, i’d rather spend that money on passier or stubben and know at least even if my horse did step on his reins after i committed the unspeakable atrocity of tying him up that stubben and passier both would replace them, and then tell me sorry for my inconvenience!
[QUOTE=Soaponarope;8470879]
They are awful. I bought an expensive curb rein from them and oiled it. It turned to flubber. They never replied to my emails. I will never buy any of their products again.[/QUOTE]
so the leather turned into a non-newtonian fluid? Was it colored green?
sorry op, I couldn’t help myself.
[QUOTE=beowulf;8471466]
tack maven chiming in here, having sold various edgewoods through various tack stores. both their products and service are subpar, IMVHO. mvp’s post is quite accurate in terms of my experience with edgewood (and antares) as well.
personally, i’d rather spend that money on passier or stubben and know at least even if my horse did step on his reins after i committed the unspeakable atrocity of tying him up that stubben and passier both would replace them, and then tell me sorry for my inconvenience![/QUOTE]
Or as I learned waiting in line at Dover- buy it from Dover! They have Edgewood, right? Even if you have a 9yo bridle that your horse steps on- they’ll give you a refund! :no: (I’m in no way suggesting anyone do this… but I did see it happen!)
[QUOTE=lys.;8471006]
glad to know you like Hadfield’s and that they stood by their product in the past! Also thanks for making me feel less crazy.[/QUOTE]
I found Beval to stand behind their products as well. I bought one of the last New Canaan bridles at their annual February sale, and when I oiled it the bridle came out very strange looking, mottled and ugly. I returned it and was told by them that the leather supplier for their New Canaan line of strapgoods just was not up to their standards any more and they were going to discontinue the NC line and offered me a full refund or any other bridle at the sale price of 20% discount, even though the sale was now over. And that is how I got my Beval Heritage.
[QUOTE=beowulf;8471466]
tack maven chiming in here, having sold various edgewoods through various tack stores. both their products and service are subpar, IMVHO. mvp’s post is quite accurate in terms of my experience with edgewood (and antares) as well.
personally, i’d rather spend that money on passier or stubben and know at least even if my horse did step on his reins after i committed the unspeakable atrocity of tying him up that stubben and passier both would replace them, and then tell me sorry for my inconvenience![/QUOTE]
:lol: right? good to know i can get away with my rogue ways with stubben or passier…
a quick search looks like they don’t. maybe that’s a good indicator? Smart Pak does, do you think they would do the same? I’m still out a pair of reins that are of equal length :nonchalance: maybe I should buy them directly from shedllybip!
[QUOTE=mvp;8471085]I saw a young Edgewood bridle recently and was shocked to discover what you did: some tanning that looked like that “color corrected” method used with cheap leather. It makes the leather irredeemable, IMO. Anything that has petroleum products painted onto the top can’t be oiled and expected to darken as does leather tanned right. And for a newmarket colored bridle… well… I hope you like pumpkin colored tack because it will stay that way.
I’m old enough to remember when the partner that founded Edgewood was still teamed up with New Cavalry… and when those bridles first came out. Man, they really, really raised the bar for beauty and price in the world of hunter bridles in the 1980s. So sad to see the latest incarnation so debauched.
I should just die now, the glory days of the tack world being behind us and all.
ETA: Before I die, however, I will get back on topic: As I recall, neither company was stellar about their customer service. If they made a mistake, you could suck it. And they’d tell you that. And also, they’d probably tell you that your tack care acumen sucked and was to blame. I recall having people report problems with the glue seeping out of nosebands, and in both cases no one was happy.[/QUOTE]
the color of my bridle is actually nice, and has darkened up, although maybe it won’t ever get as dark as my older bridles for the reasons you say…definitely wish these companies would be concerned with their reputation.
now that’s what i like to hear! I have a very old Beval bridle that is still in great condition (albeit a little dirty and in need of TLC as it was lent out for a bit). Not sure if it’s a New Canaan or what but it’s more traditional - unpadded, plain raised, on the thinner side. It’s what I was using while Edgewood worked on my bridle and has held up.
So far people have recommended Beval, Passier, Stubben, and Hadfield’s. any others y’all like?
I called Edgewood directly when I had a problem with a martingale. The person who answered was the rudest person I ever spoke with at any company. Would offer no help . This was about 2 years ago, would never purchase another Edgewood product.
Wondering if anyone from Edgewood reads these forums. This post is a day old and has been seen by over 700 pairs of eyes, and still near the top of the board. The company would do well to read and act accordingly.
OP, I’m sorry this happened to you. I’ve been dreaming of a nice bridle and considering Stubben or Edgewood; now thanks to this thread I know what to save my pennies for.
[QUOTE=lys.;8471809]
So far people have recommended Beval, Passier, Stubben, and Hadfield’s. any others y’all like?[/QUOTE]
Dy’on. Pricey, but can be had for half the price buying from Europe.
