edgewood customer service

[Reminisce]

When I tried to deal with Edgewood directly- the woman (who’s name I will leave out of this) was one of the rudest people I have ever dealt with.

Awhile back I needed to purchase just a cavesson. I tried my local tack stores- none could get Edgewood parts for me. The one who used to carry Edgewood had stopped due to their customer service and the quality of the products going down hill.

So I contacted Edgewood directly to see if they had recommendations of retailers who I could order the part form, or to see if I could purchase directly from them.

Her response was:

“If we wanted to sell to individual consumers we would open a tack store. (Its like if you purchase, lets say a car from a dealership, and after driving off the lot have problems you go back to the dealership) example (NOT FORD) All our dealers can order parts to bridles anytime without purchasing the whole bridle”

Really horrible customer service. This was 3 years ago now- I still remember the experience like it was yesterday. I have 3 Edgewood bridles and multiple reins, martingales, and cavessons. I love the quality and the product, I don’t love their customer service. Luckily I buy a lot on eBay and Facebook. I can usually find what I need without paying retail or having to go to a tack shop.

Sorry about your experience. Hadfield’s has always been lovely for me to deal with as has Fivestar tack. Good luck!

[foursocks]

Bad customer service is so annoying, especially when it’s over expensive tack.

I’ll second Five Star- Jamie is fantastic to deal with, the leather and the design is consistently lovely, and both my TB and my WB look wonderful in their Five Star tack.

Plus, they periodically have sales where you can get extremely good deals. I got a new show bridle and a gorgeous bridge breastplate for about 65% off a couple of months ago.

[Soaponarope]

[QUOTE=SnicklefritzG;8471484]
so the leather turned into a non-newtonian fluid? Was it colored green?
sorry op, I couldn’t help myself.[/QUOTE]

Well, I stand by flubbery although not green, Snicklefritz. I oiled the rein and it became flabby, swollen, and well loose and leaky, so flubbery? It wouldn’t stop oozing oil and orange color onto everything including our grey’s neck. The rein was useless and never did dry up although I tried a zillion remedies to dry it out. $70.00 down the drain.

I agree with shopping from Dover for the customer service although I so want to support the small local tack shop and the smaller business like Edgewood. The same shop as well wouldn’t take back a ruffly dressage stock tie after they sold it to unsuspecting DH at a hunter show. I still have it and I guess I could use it for dusting but I threw away the rein because yes, it was a flubbery mess.

[mvp]

[QUOTE=BAC;8471551]
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]

I remember when this leather change happened… and how strange the New Canaans looked new. They were mocha with yellow stitching. IME, they did oil up ok. But that took some skill and discretion. And some people thought the bridles felt strange.

It was a heart-breaking chapter in the history of good tack. And I don’t think that Bevals has since created a line that rivals the prelapsarian New Canaans. Rather, they introduced some cheaper lines (with color-corrected tanned light leather) as their non-way-dark-havana option.

[mvp]

[QUOTE=mfglickman;8471909]

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]

I think Stubben and Edgewood aren’t really in the same genus, even if you compared Stubben’s hunter bridles. This isn’t a diss. I just became a student of Stubben’s modern strap goods as I have had to find my first black dressage bridle. IMO, you’d do well to see a Stubben in person before buying it. And I think their very red Havana can be oiled down to a nice color. I think their Chocolate or Ebony has too much yellow in the brown to start… and will turn a darker, muddier brown in the end.

BTW, there are some other good bridle makers out there. I’d see if I could find Wayne Rasmussen/The Country Saddler and see if he were still making bridles. He used to custom make traditional london colored tack. Very, very pretty. If Edgewood is “over” I’d go to Wayne next. But I’d have be prepared to spend some money. It would be an heirloom bridle.

[izzy_2]

[QUOTE=Soaponarope;8472313]
Well, I stand by flubbery although not green, Snicklefritz. I oiled the rein and it became flabby, swollen, and well loose and leaky, so flubbery? It wouldn’t stop oozing oil and orange color onto everything including our grey’s neck. The rein was useless and never did dry up although I tried a zillion remedies to dry it out. $70.00 down the drain. [/QUOTE]

Exactly! I had the same experience-- turned noodle-y, grayish, and all the color bled and stained the stitching (meanwhile the decade old edgewood bridle still has lovely ivory stitching). I could attribute the noodle-y ness and the color to my memory but the bleeding, staining color was concrete proof.

That was how this saddler told me about this “painting” tanning process (very soluble in conditioning oil) that allows marks to be covered on flawed (cheaper) hides.

So disappointed since they were great strap goods.

[lys]

[QUOTE=mfglickman;8471909]
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]

agreed…pretty baffling that they don’t care more about their reputation. thank you! but, i am glad it’s saving you from a potential headache.

@roamingnome;8472086

Dy’on. Pricey, but can be had for half the price buying from Europe.

never heard of this brand! will be sure to investigate.

[QUOTE=Reminisce;8472125]When I tried to deal with Edgewood directly- the woman (who’s name I will leave out of this) was one of the rudest people I have ever dealt with.

Awhile back I needed to purchase just a cavesson. I tried my local tack stores- none could get Edgewood parts for me. The one who used to carry Edgewood had stopped due to their customer service and the quality of the products going down hill.

So I contacted Edgewood directly to see if they had recommendations of retailers who I could order the part form, or to see if I could purchase directly from them.

Her response was:

“If we wanted to sell to individual consumers we would open a tack store. (Its like if you purchase, lets say a car from a dealership, and after driving off the lot have problems you go back to the dealership) example (NOT FORD) All our dealers can order parts to bridles anytime without purchasing the whole bridle”

Really horrible customer service. This was 3 years ago now- I still remember the experience like it was yesterday. I have 3 Edgewood bridles and multiple reins, martingales, and cavessons. I love the quality and the product, I don’t love their customer service. Luckily I buy a lot on eBay and Facebook. I can usually find what I need without paying retail or having to go to a tack shop.

Sorry about your experience. Hadfield’s has always been lovely for me to deal with as has Fivestar tack. Good luck![/QUOTE]

yep, sounds about right. pretty disappointing…and especially disappointing that they’re now giving terrible service along with deteriorating product quality.

[mfglickman]

[QUOTE=mvp;8472383]
I think Stubben and Edgewood aren’t really in the same genus, even if you compared Stubben’s hunter bridles. This isn’t a diss. I just became a student of Stubben’s modern strap goods as I have had to find my first black dressage bridle. IMO, you’d do well to see a Stubben in person before buying it. And I think their very red Havana can be oiled down to a nice color. I think their Chocolate or Ebony has too much yellow in the brown to start… and will turn a darker, muddier brown in the end.

BTW, there are some other good bridle makers out there. I’d see if I could find Wayne Rasmussen/The Country Saddler and see if he were still making bridles. He used to custom make traditional london colored tack. Very, very pretty. If Edgewood is “over” I’d go to Wayne next. But I’d have be prepared to spend some money. It would be an heirloom bridle.[/QUOTE]

Thanks for the recommendation! I won’t have the budget for an heirloom bridle for some time, sadly. Our trainer has one from Jim Wiebe (Bennet’s Hunter Fine Bridles, https://www.facebook.com/FineBridle/) that’s heirloom quality and it’s just amazing. (Supershorty if you’re reading this it’s the Steely Dan bridle - still has his nameplate on it - and it is still going like new!).

Right now I’d like to move up from a perfectly serviceable but just lacking in any sort of love factor Pessoa.

[largo]

Not to get off topic but, does anyone know how much those bridles by Jim wiebe run?

[Reminisce]

[QUOTE=largo;8473399]
Not to get off topic but, does anyone know how much those bridles by Jim wiebe run?[/QUOTE]

Bridle, fancy stitched reins, and a standing martingale run a hair over $1,000.

[hunterrider23]

[QUOTE=mvp;8472383]
I think Stubben and Edgewood aren’t really in the same genus, even if you compared Stubben’s hunter bridles. This isn’t a diss. I just became a student of Stubben’s modern strap goods as I have had to find my first black dressage bridle. IMO, you’d do well to see a Stubben in person before buying it. And I think their very red Havana can be oiled down to a nice color. I think their Chocolate or Ebony has too much yellow in the brown to start… and will turn a darker, muddier brown in the end.

BTW, there are some other good bridle makers out there. I’d see if I could find Wayne Rasmussen/The Country Saddler and see if he were still making bridles. He used to custom make traditional london colored tack. Very, very pretty. If Edgewood is “over” I’d go to Wayne next. But I’d have be prepared to spend some money. It would be an heirloom bridle.[/QUOTE]

I believe he is. This is the website, at the very least. http://www.thecountrysaddler.com/

[lys]

[QUOTE=Reminisce;8475891]
Bridle, fancy stitched reins, and a standing martingale run a hair over $1,000.[/QUOTE]

this doesn’t seem astronomical to me when you consider the cost of an Edgewood headstall, reins, and martingale. The bridle + reins are $500.

Thanks for the info, all!

[Jazzme2305]

[QUOTE=mvp;8472383]

BTW, there are some other good bridle makers out there. I’d see if I could find Wayne Rasmussen/The Country Saddler and see if he were still making bridles. He used to custom make traditional london colored tack. Very, very pretty. If Edgewood is “over” I’d go to Wayne next. But I’d have be prepared to spend some money. It would be an heirloom bridle.[/QUOTE]

Wayne is in Southern Pines/Pinehurst, NC now and still doing wonderful work. I had him patch two pairs of tall boots and he was FANTASTIC to work with. His bridles are beautiful. Janet did the prizes for Blowing Rock this year and I’d go to her for any custom blankets after seeing her work. Website: http://www.thecountrysaddler.com/home.html

[alittlegray]

I actually have had great experiences with both Red Barn bridles we have had. DD won the first one and we bought the second on a different coast several years later with no difference in quality. I am saving for another at the moment… $2-300 range but IMO feels much higher end. Love them!

[BAC]

[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.[/QUOTE]

Do you agree with those people who say the current Edgewood product is inferior in leather quality? I’m just curious.

[shedllybip]

I still love the Edgewood tack. Haven’t had an issue with ‘bad’ leather in about 4 years. I can see where people have a problem dealing directly with Edgewood. Not always so warm and fuzzy sounding on the phone, but I don’t have much of an issue with ordering. Stuff comes fairly quickly. One of my favorite things about Edgewood is all the extra parts they sell. I can mix and match a bridle with different size parts without changing the customer. We always keep extra parts on hand for this. The only up-charges we do are switching out special nosebands for regular ones.

I blame some of this post on the original tack shop (and I don’t know anything about them). The whole rein issue (maybe) could have been avoided. And granted - I wasn’t there to check the original reins when they arrived - but if Edgewood didn’t want to help, the tack shop should have stepped up and fixed it. If the difference in rein length truly is a few inches, which is the difference between the horse and oversize length, and the tack shop didn’t catch it, they should have dealt with the return without Edgewood. They should have caught it when the item came in.

We always offer to (and usually do) oil the bridles and parts for our customers. This way we know it was done correctly with not a ton of oil and the customer has one less thing to worry about. Keeps everyone happy.

I think the problem people are referring to with the ‘flubbery loose’ leather leads me to think the tack was over-oiled. We DIP the tack once MAYBE twice to get the bridle dark and ready for use.

And ALL tack shops can buy parts so when yours tells you they can’t, it simply means they’re not interested in doing it.

[izzy_2]

@shedllybip;8480824

I think the problem people are referring to with the ‘flubbery loose’ leather leads me to think the tack was over-oiled. We DIP the tack once MAYBE twice to get the bridle dark and ready for use.

For the record, I dip once in 100% neatsfoot, hang on the tack hook, and wipe excess oil (if any) the next day. No rolling, heating, massaging or other. Then I just start using it. Never had a problem before new Edgewood

[beowulf]

[QUOTE=shedllybip;8480824]
I still love the Edgewood tack. Haven’t had an issue with ‘bad’ leather in about 4 years. I can see where people have a problem dealing directly with Edgewood. Not always so warm and fuzzy sounding on the phone, but I don’t have much of an issue with ordering. Stuff comes fairly quickly. One of my favorite things about Edgewood is all the extra parts they sell. I can mix and match a bridle with different size parts without changing the customer. We always keep extra parts on hand for this. The only up-charges we do are switching out special nosebands for regular ones.

I blame some of this post on the original tack shop (and I don’t know anything about them). The whole rein issue (maybe) could have been avoided. And granted - I wasn’t there to check the original reins when they arrived - but if Edgewood didn’t want to help, the tack shop should have stepped up and fixed it. If the difference in rein length truly is a few inches, which is the difference between the horse and oversize length, and the tack shop didn’t catch it, they should have dealt with the return without Edgewood. They should have caught it when the item came in.

We always offer to (and usually do) oil the bridles and parts for our customers. This way we know it was done correctly with not a ton of oil and the customer has one less thing to worry about. Keeps everyone happy.

I think the problem people are referring to with the ‘flubbery loose’ leather leads me to think the tack was over-oiled. We DIP the tack once MAYBE twice to get the bridle dark and ready for use.

And ALL tack shops can buy parts so when yours tells you they can’t, it simply means they’re not interested in doing it.[/QUOTE]

or, the problem is edgewood.

another “this cheaply made/tanned leather can’t possibly be our fault and must be the fault of the consumer” thread. for the record, i know exactly what the poster who said they had flubbery reins is talking about, and even if there was over-oiling involved that is no reason at all for tack to degrade like that.

[lys]

[QUOTE=beowulf;8481723]
or, the problem is edgewood.

another “this cheaply made/tanned leather can’t possibly be our fault and must be the fault of the consumer” thread. for the record, i know exactly what the poster who said they had flubbery reins is talking about, and even if there was over-oiling involved that is no reason at all for tack to degrade like that.[/QUOTE]

i agree with this. tack doesn’t degrade from over-oiling instantly - the leather can only absorb so much. it degrades from over-oiling over time.

i oiled my bridle using olive oil. dipped it once, rubbed in it lightly, dried off excess, and placed in a paper bag to absorb the extra while it sat over night. this has been my ritual for new strap goods for a long time. not sure where i got the paper bag idea but it works well for me.

while i agree that i think the tack shop could’ve easily prevented this or stepped up to the plate, it’s not exactly “standard operating procedure” for tack retailers to exchange oiled tack (ime)…i think shedllybip simply runs her store in a more customer-centric way than many operations. ultimately, it’s the manufacturer’s issue to deal with defective tack…whoever’s fault it may be.

to give a great example, i bought a pair of earrings from the company gorjana via nordstrom not too long ago. inexpensive gold-fill dainty earrings. well, one of them i dropped down the drain. obviously this was my fault. i e-mailed them directly and told them what happened, asking if i could purchase another one to replace it. they replied that they had a single one on-hand and just sent it to me w/o charge. granted, these are $35 earrings but there was nothing defective! for much more expensive products, i expect brands to go above and beyond to keep their customers happy…not defect the blame onto the customer when a product is clearly defective.

[mvp]

[QUOTE=izzy 2;8481711]
For the record, I dip once in 100% neatsfoot, hang on the tack hook, and wipe excess oil (if any) the next day. No rolling, heating, massaging or other. Then I just start using it. Never had a problem before new Edgewood[/QUOTE]

May I speak dirty?

OMG, you just bought that bridle a vibrator and left the room.

(And changing metaphors… not becoming a nymphomaniac):

Newborn bridles need special nutrition. That first feeding of neatsfoot is like colostrum— immunity against deep-in dryness that will cause leather to tear in under stress. Tanning takes out stretch-giving moisture, so we have to put it back in. As with children and puppies, if you take the (considerable) trouble to lay a good foundation in their early stages, they can tolerate a remarkable amount of neglect and abuse later. In this case, a bridle started out right will be able to cope when its owner gets busy and doesn’t clean it or care for it often.

(And now back to the original metaphor… when the bridle is considered a consenting adult): I was taught to massage neatsfoot into new tack with my bare hands. No wasted sponges or oil. You have to flex the leather around to help the oil soak in evenly. It helps you stay aware of that crucial line between “just enough” and “bridle drank too much.” An oil hangover in a bridle is a serious, long-term PITA to undo.

And also, it’s an intimate, bonding thing with a new piece of tack. If you do it right, you’ll be married to this bridle to 30 years or more. It will help you look great in important events (like shows). It will save your bacon (as when your horse tries to kill you). Give it a nice handjob initially. It deserves that much.

And also, how do you “oil and hang it” types be sure that you gave it enough, but not too much oil? Is that about the amount of time it spent dipped? You don’t end up with the bottom parts (like the bit hangers) being more oily than the top parts, I take it?