M.Toulouse Genesis system BREAK DOWN and really poor customer service!

[kcovert]

I am fed up with this company. Spring 2013 I purchased a Toulouse Premia with the genesis system as my horse is quite young and had lots of growing up and out to do. LOVED the saddle, comfortable, fit my horse, all was well - until we went to a horse trial and going down a 2’ bank, I felt a POP and the screw set on the left side of the genesis system was stripped - so, in essence a broken tree. I sent the saddle back to the manufacturer and after 3 weeks it was replaced. I received the new saddle last fall and was off my horse for 2 months due to an injury of my own. Had been riding in it and doing great until May 2014 at Eventing Camp - going down a 2’ bank, I felt that dreaded POP again. Broken tree - genesis system. After the first saddle, I was VERY careful to be sure and follow instructions perfectly to prevent the same issue - but it didn’t matter, it broke again.:mad:

I returned the saddle the last week of May and here we are 7 weeks later and nothing - my tack shop did get a call from the man who said he couldn’t repair it and they were NOT going to replace it - he was very rude to her and said he was returning the saddle - BROKEN, and I was out of luck. I called them myself twice now - no response. Sent an email yesterday requesting information and this is their response - copied and pasted… so you can get the full effect…

Im sorry for the confusion but we only give one replace one saddle the first one we did replace we d not replace a second saddle we will repair if possible but im not sure we can repair your saddle im sorry I strauss

Are you kidding me? Bad enough to get bad news, but to get it in such a juvenile, unprofessional manner. UNACCEPTABLE

It’s a shame, I LOVE this saddle and am happy to get it without the genesis system - BUT I DO NOT want to support this company.

BEWARE IF YOU ARE LOOKING AT THESE PRODUCTS!!

[GoForAGallop]

Quality control issues with M.Toulouse saddles are nothing new, and part of the reason they are heavily advised against on these boards.

I would encourage your tack shop to keep fighting for you. While it’s not their fault, they are the main buyer of the products and will have more heft.

[kcovert]

Please do not mistake - I have tried to deal with the company directly but they never answer the phone, continue to ignore my voice mails and to get an email response that appears to have been written by a 5 year old is just unprofessional. Not to mention two different saddles broke the same way - each within 8 months of ownership. Just making everyone aware so they don’t have to go through this headache as I have.

[GoForAGallop]

[QUOTE=kcovert;7667838]
Please do not mistake - I have tried to deal with the company directly but they never answer the phone, continue to ignore my voice mails and to get an email response that appears to have been written by a 5 year old is just unprofessional. Not to mention two different saddles broke the same way - each within 8 months of ownership. Just making everyone aware so they don’t have to go through this headache as I have.[/QUOTE]

Right, so like I said, you should ask the tack shop to continue the battle for you.

While you’re just another random person to M.Toulouse, to your local tack store, you’re the person who spent a hefty chunk of change at their establishment for a defective product. While it’s not their fault, and I would never, ever suggest that you demand your money back from THEM, I WOULD expect them to contact the company themselves, in a firm manner, and basically state “You need to make this right or we’ll stop dealing your product.”

[kcovert]

I am happy to say (I think) that the Owner of the company, whom wrote that lovely email, contacted me and they are sending me another saddle - without any guarantee, but replacing it none the less - better than being left without a saddle at all. That being said, without a guarantee - I insisted it come without the genesis system - since, well, NO. I am relieved that I am not being left high and dry, but will not be doing any business with Toulouse in any way in the future. My local tack shop has also opted out of carrying their products in the store at this point. Thanks for your insight! If only I had seen that first

[Winding_Down]

Well, I think you learned your lesson about Toulouse Saddles. If I were you, I’d sell that saddle as soon as it arrives, and go buy a saddle that won’t break. There are lots of nice saddles in that price range.

Never been a fan of these saddles. They look nice, feel nice, and are crap, IMO.

ETA: oops, you got it without the Genesis System so at least that part won’t break… Does it really fit your horse? I’ve not seen a Toulouse that actually fit a horse properly before.

[alto]

[QUOTE=Winding Down;7677505]
Does it really fit your horse? I’ve not seen a Toulouse that actually fit a horse properly before.[/QUOTE]

Well the advantage of these saddles is that each one is unique
I have seen one that did fit the owner’s personal horse quite nicely & was OK on another school horse (owned by same person) … but then the saddle was also used on whichever horse as needed :sigh:

[CindyCRNA]

I have 2 of their saddles. An Annice Pro jumping and the Aachen dressage, both with the Genesis system. I bought both without doing much research but I will have to say, they have held up well and fit my mare. I had a saddle fitter check the width to make sure I had them adjusted correctly and after some minor changes, we are good to go. I know many have had issues, I just wanted to say I am having good luck with them. I have used them weekly for 1 1 /2 years so not very long.

[Lady_Eboshi]

This is concerning, since I own one of these I have barely used. Do you think the quality issues are serious enough that I ought to sell mine NOW, while I still can?
I bought it for a young horse whose back was changing, but am riding her now in an older Stubben that works better for both of us.

I like the saddle more or less, but would sell it ASAP if it’s about to become worthless because of a poor reputation. Advice?

[kcovert]

Yea - no genesis system - and it seems to fit quite nicely. I have the saddle fitter coming out next week to work on my dressage saddle, so she will take a peak. I am still considering selling it - but don’t want to take the $300-400 hit to replace it just yet. Will see how it goes! NO GENESIS FOR ME!!

[kcovert]

That’s great! I was really surprised to have the problem - especially the second time. As I am an eventer, I only use the jumping saddle 40% of the time I ride (we need more dressage work than jumping LOL) So it was really disappointing. Both times it broke down was on a down bank. I too had my saddle fitter adjust/deal with it when I first got it - so just keep your fingers crossed. And hopefully you won’t have the problem - and more importantly, hopefully you won’t have to deal with their “customer service”.

[kcovert]

[QUOTE=Lady Eboshi;7682382]
This is concerning, since I own one of these I have barely used. Do you think the quality issues are serious enough that I ought to sell mine NOW, while I still can?
I bought it for a young horse whose back was changing, but am riding her now in an older Stubben that works better for both of us.

I like the saddle more or less, but would sell it ASAP if it’s about to become worthless because of a poor reputation. Advice?[/QUOTE]

Yea - That’s why I bought it at first as I have a young horse that is (well was) changing quite a bit, but we seem to be settling in - and the new saddle will work with some pad adjustments as needed. I was told by several people to sell it and run. I am not certain I can do that at this time - and well, without the genesis tree I have a little more confidence in the saddle - for now. As long as I Don’t ever have to deal with them again - I will NOT be purchasing any more Toulouse products.

[kcovert]

[QUOTE=CindyCRNA;7677700]
I have 2 of their saddles. An Annice Pro jumping and the Aachen dressage, both with the Genesis system. I bought both without doing much research but I will have to say, they have held up well and fit my mare. I had a saddle fitter check the width to make sure I had them adjusted correctly and after some minor changes, we are good to go. I know many have had issues, I just wanted to say I am having good luck with them. I have used them weekly for 1 1 /2 years so not very long.[/QUOTE]

That’s great! I was really surprised to have the problem - especially the second time. As I am an eventer, I only use the jumping saddle 40% of the time I ride (we need more dressage work than jumping LOL) So it was really disappointing. Both times it broke down was on a down bank. I too had my saddle fitter adjust/deal with it when I first got it - so just keep your fingers crossed. And hopefully you won’t have the problem - and more importantly, hopefully you won’t have to deal with their “customer service”. Each one I had only used for about 8 months.

[Lady_Eboshi]

Mine’s back at the tack shop on consignment. I’ll be out their commission, but at least it won’t be sitting in my attic getting ready to break the first time I use it; once again I vote with my feet for LESS technology; keeping my Venerable Stubbens!