2 years ago my horse came into my life. His previous mom had tragically died of COVID, and her friends were tasked with finding him a good home. He is an amazing boy, so one ride and my daughters and I were in love!
When it came time to purchase a bridle for Carumba, there was only one brand I wanted. [Brand] is considered top notch and coveted by many. We have owned several horses and ponies over the years, so I am familiar with most of the brands out there. I took the plunge and purchased the $800 bridle. Once it arrived, I used all of the cleaning and conditioning products I already had for my Butet saddle. It looked great!
Twenty rides later…the stitching starts unravelling. I ride on the weekends, and my trainer uses her own tack. The flaws were mostly seen on the browband, but some other areas too. I removed the browband (and put on a sparkly fun browband) and inquired about sending the browband back. I was told that I needed to send the WHOLE bridle back.
Life happens and I’m very busy. I could never find the original browband, so the bridle languished in my garage, in an open box. Did it get dirty? Apparently so. Eventually I ordered another browband from [BRAND].
About three months ago the rep at [BRAND] called me to ask when I was sending back the bridle. OH! I thought! What great customer service - they followed up! They are going to fix it! What a relief! So, I send it back.
A week goes by. Nothing. Second week. I get a call from someone in Florida today. It is [BRAND]. I quickly find that rather than a nice conversation, we are slated for an unpleasant one. I am basically berated for filthy my bridle is and how it has been so long since I bought it. She specifically mentioned that my bridle had a ROUGH LIFE, etc. (after 20 rides and a year and a half stint sitting in a box?) Also, the Butet cleaner and conditioner I used have EATEN the leather. What? I mean, really? The leather is THAT fragile? So this tirade goes on for awhile, and i am just silent. Finally when she takes a breath I say “Noted.” That starts her up again and she says “WHAT DID YOU EXPECT WOULD HAPPEN?” and I replied, quite honestly, “I thought you would replace or fix the stitching on the bridle.” Nope, more ranting. She’s been in the business XXX years…blah blah blah.
So yeah…[FILL IN THE BLANK] because all signs seemed to indicate that I would receive GOOD customer service. But instead…I received TERRIBLE customer service.
Anyone know anything about the Voltaire bridles? I might have to give one a shot!