MAJOR THUMBS DOWN TO SCHNEIDER'S SADDLERY

[DressageGeek_Ribbon]

After all the to-do - I decided to order from Schneider’s. When I called up, the rep, Sherri, very nicely suggested I get a different style, which she said was much nicer. I thanked her for her help. I received the halter within the week.

I was very disappointed. The crown piece, on one side, was cracked and discolored - for a brand new halter? C’mon. And the way the name plate was attached was unsafe - they had very roughly beveled the edges, so all he had to do was rub his cheek with the halter on and he would cut his cheek.

I called up, was instructed to return the halter, they would pay for shipping. Because of construction issues in town, UPS is unaccessible, and so I made a special trip to FedEx to send it FedEx Ground, literally right before I left town for business.

I called 5 days later to make sure that they had received the halter, with my return slip, and that they understood my concerns. I was assured there was no problem.

Imagine my surprise when on Saturday, I came home to find a package in a padded envelope. It was a replacement crownpiece. For a halter I no longer had. And my concern was that if it had been raining or snowing, the piece would have been ruined - which is why EVERY shipment I’ve had from ANY place, including Schneider’s, goes to the university.

I called up, upset, got Sherri on the phone. She was very nice, assured me over and over she would “make it right.” She gave me her extension, told me that the halter would be due in Tuesday, that she wasn’t sure what they had done, but to call her directly and let her know and she would fix it. She also offered to give me a reduction in the price. I appreciated that.

I received the halter today. Minus the crownpiece. With NOTHING done to the nameplate. This is a halter I simply do not want to use, since it is going to cut up my horse’s cheeks. I called Sherri.

This time she was not as accommodating. Her ONLY offer was for me to find someone to “pop” off the name plate and she would send me another one that would be “real easy to attach.” For a brand new, $50 halter. I refused. I told her I did not want the halter, she was short on the phone, and I asked her why I should ever want to do business with them again.

I called up and asked to speak with a manager. I explained the situation again, was assured they would get me in touch with a manager, I was directed to a voice mail, and that was at least a half hour ago, maybe more.

I came in today because I had to teach, I’m on 3 different meds for this bronchitis. You can imagine how happy this made me feel. It was to be a special 10th anniversary present to myself and Ted. I am going to make one last special trip to Fed Ex and send back this halter and if I don’t get an immediate reimbursement for the halter and for both FedEx shipments I will have my Discover Card settle the dispute as I refuse to pay any money for this.

So - I’m ordering from Quillan’s. Won’t EVER order from SS Tack again.

[Overo]

I’m not saying you received the best service but you’re on a rant because a voice mail message wasn’t returned within 30 minutes? :rolleyes:

[DressageGeek_Ribbon]

No, I am not a rant because they failed to call me back. I’m on a rant because they sent defective merchandise, they promised to fix it, I spoke with them at points along the way so they were absolutely aware and agreed with the problems, and yet did nothing but waste my time and money.

I suspect I will not get a call back from a manager. That’s fine. It was my last time to contact them and tell them why I was so disappointed. Not to be snarky here, but read the story for comprehension.

[ButterflyIris]

Aw
I’ve gotten 2 ‘big fella’ blankets from schneider’s and have been pleased…
BUT I got leather halters from Smartpack on sale.
Sorry about your experience

[Overo]

I am quite capable of reading for comprehension and what I’m seeing is somebody who bought a product sight unseen, doesn’t like the quality (it happens), tried to get resolution through a customer service rep and is now expecting a manager to IMMEDIATELY return a voice mail message at the end of the day regarding an issue s/he will have to look into before they can give you an answer.

Before you trash a company, wouldn’t it be best to talk to somebody who can actually do something for you?

[DressageGeek_Ribbon]

I can only hope that others will take this in the spirit in which it was intended. In short, I bought a product from a reputable company that was defective on two counts. They agreed the item was defective on both counts. They promised to make it right, and then failed to follow through, more than once. That suggests that this is a company which may not be one that others may wish to use, or if they do, they do so knowing there have been issues.

Just my little PSA. Which is why I’m taking others’ advice and now buying a halter from Quillan’s.

[LKF]

Quillian’s

You will not be disappointed with Quillian’s. The leather is fine quality, that has been worked in oil and their name plates are a thick brass (real brass) with engraving that will last throughout the years. You’re going to be extremely pleased - all the famous TB farms get their leathers from them.

[pinkdiamondracing]

Leather Halters

Once again-- I plug the best leather halters I have ever found, better than Quillins for the price--www.centralkentuckytackandleather.com

[mp]

[QUOTE=Overo;3067738]
I am quite capable of reading for comprehension and what I’m seeing is somebody who bought a product sight unseen, doesn’t like the quality (it happens), tried to get resolution through a customer service rep and is now expecting a manager to IMMEDIATELY return a voice mail message at the end of the day regarding an issue s/he will have to look into before they can give you an answer.

Before you trash a company, wouldn’t it be best to talk to somebody who can actually do something for you?[/QUOTE]

But but but, you forgot about the fact that UPS was inaccessible, the crown piece MIGHT have gotten rained on and the three meds for bronchitis. Read for comprehension, will ya? :lol:

OP, I used to order quite a bit from Schneider’s. But they charged me a 15% restocking fee on a returned blanket. I called customer service and was told “receiving said the blanket was dirty.” I’d tried it on the horse over a sheet and there was not ONE SPECK of shavings or anything else on it when I sent it back for an exchange. I wasn’t even asking for a refund. Talked to the supervisor – too bad, your problem. Okey dokey. You can have the other blanket back, too. And I’m taking a picture of it, so don’t try to charge me again for dirt that ain’t there.

That was 5 years ago. Guess how many orders they’ve gotten from me since?

[VCT]

I won’t do business with SS tack anymore. I bought two blankets from them this year and both of them had the chest buckles break within 10 days. I mean the METAL chest buckles. When I called about this I was told the blankets did not have any sort of guarantee or anything and all they could offer me was for me to send the blankets back (on my dime) and they’d get them repaired for me. I asked if they could at least send me new buckles and I’ll fix them myself (more cost effective them shipping them back) and they said no.

I don’t care if the blankets don’t have a guarantee. If they’re going to break in less than two weeks thats ridiculous. So between the crappy quality of the blankets and the total lack of trying to resolve the problem in a satisfactory (to both parties) way… I won’t deal with them again.

Honestly, I don’t get why they would not ship me out 4 metal buckles but they expected me to pay to ship 2 blankets both ways so they could do me the “favor” of fixing their shoddy product.

[Debbie]

Love Quilians; Love Schneider’s, but then I’ve never had a return either. Sorry you had a bad experience.

Feel better and I hope Ted understands why his anniversary prezzie is a little late.

[Astraled]

I must be special; I’ve never had a problem with Schneiders or HorseLoverz.

Quillin’s halters are the bomb, I’m sure you’ll like it. Sorry you’re ill.

[Wellspotted]

I called up and asked to speak with a manager. I explained the situation again, was assured they would get me in touch with a manager, I was directed to a voice mail, and that was at least a half hour ago, maybe more.

That sucks. I’ve had similar things happen with managers/supervisors (not with Schneider’s, with other companies including of course the phone company!) Sometimes I think that “We’ll put you in touch with a manager” is just another way of saying “P*** off” these days. There’s very little customer service ethic these days. Sometimes it seems as if “putting you through to management” is just putting a customer on hold or through to voice mail, hoping to get rid of said customer, who is only an irritant, not the source of their salaries!

I had a problem with Dover some months ago ordering schooling tights, and I really didn’t expect a tack shop to treat its customers the same way a cut-rate junk dealer would.

I’m sorry you had this bad experience. Do what a friend of mine did–tell Schneider’s you’re not gonna recommend them to any of your many horsey friends and acquaintances. When my friend did that with another online dealer she got blasted off the phone by the furious “customer service” rep–but at least she knew she’d gotten through to the rep!

[pintopiaffe]

Sorry. That sucks. Especially when you are excited about that ‘special something’ for a special occaision.

I’ve gotten 2 halters w/ nameplates from them, and been exceedingly pleased both with quality and customer service. No, they are not Quillians. But I don’t WANT Quillans quality for turnout/roll in the mud/get scratched/bleached/stained etc. I want fairly cheap-will break if needed-but looks ok.

At home I use the cheapest nylon I can get with exceptionally cheap hardware–because it WILL break when needed.

At any rate, I’ve never had anything but really great service from Schnieders. They even called me once to double check the spelling on the nameplate because it was an odd spelling (Majikjaz–I DID NOT NAME HIM* :lol: )

I’m so sorry you’re still ill too. That sucks. I’m fighting something but I really don’t know how you continue to work/teach/function with that stuff. You are a far stronger person than I.

Hope you feel better soon, and I DO hope Schneiders does right by you.

[freshman]

I’ll give any company a single or isolated screw-up, as long as it is dealt with quickly and reasonably. But I’d also be irritated by the multiple problems associated with an order like DG’s. Probably enough to mark that company off my list.

Also think Quillin’s is the way to go for halters or other any leather strap goods. I don’t think you’ll disappointed, DG, if you order Ted’s new halter from them. My friend has an amazing Quillin halter that she ordered for her horse, basically custom-made as she picked out each piece of it–chin strap. buckles, etc–seperately. I ordered 3 dog collars w/ nameplates, just got them a few weeks ago, and I’m thrilled with them; best hardware and real engraved plates that I’ve ever seen on a collar. They will last forever and just look better and better as they age. Have a new order in for some gift items, and can’t wait to get them in the mail! No worries about the plate attachments and Ted’s poor face, either; my plates are well-finished in every way, and the inside “rivets” are hammered and polished flat-flat-flat. Not an afterthought at all.

Stop the nonsense with SS, just get your money back. Very irritating, I agree. Quillin’s isn’t instant gratifications–they take several weeks to make your order–and I was a little impatient/borderline mad at how long it took…until I saw my collars. One of the only times I ever been so pleased with a product that I’ve actually sent an email to the company (well, to Ralph) about how much I loved their product.

ETA: Quillin’s pricing is very reasonable, not “luxury” priced at all.

[Huntertwo]

Wow, what a mess from the beginning. I hope they don’t give you a hard time returning the halter. They may claim it was a “Special order” since you had an engraved name plate, although you certainly have every right to be ticked and cancel the order entirely.

Good luck and let the credit card company dispute it for you.

[nwrider]

It was to be a special 10th anniversary present to myself and Ted.

That is kind of weird. Is Ted your husband or horse?

[goodmorning]

Ted’s the horse :lol:

I have always had great luck with Schneider’s, the blankets I’ve ordered lasted longer than the Rambo’s & great quality all around, and replaced a blanket within it’s warranty period no questions asked. I can’t believe the hassle with the halter, what a headache

[DressageGeek_Ribbon]

And sorry if I was whining. We’ve had horrible weather this winter - well, so has EVERYONE, in every part of the country and probably the whole planet!!! - and was almost caught up (thanks to not being able to go to the barn because of said weather - there’s the rub!) - and it would be really really stupid for me to go out there tonight. Yes, it is SIXTY degrees. Yes, I wouldn’t ride. Yes, yes, yes.

But I feel really lousy. And I’m lucky, this is something that drugs will cure. If I am not stupid. But I feel like a 7 yr old whiny kid with tonsillitis and everyone else is getting to go on the school field trip.

I was truly expecting Schneider’s would make it right. The customer rep I spoke with on the weekend was very helpful and understanding. To have her do a 180 when I called back - at her request, because by her own admission she knew they had already screwed up the replacement, and she just needed to know what had been done so she knew how to fix it - I was very taken aback.

[DressageGeek_Ribbon]

@nwrider;3067987

That is kind of weird. Is Ted your husband or horse?

Yes, horse. Although you reminded me that when we got our first halter, a Christmas gift from my cousin, who is completely nonhorsey, the poor woman was embarrassed to have me open it in front of my then 11 yr old godson (her son), because she thought it was something to do with b&d. It was worse the year I asked for a new dressage whip.

It’s silly, really. Ted’s current halter got a small tear - and I decided to replace it, and then decided to make it more special. And the more I thought about it, the more I really liked the idea. After all, an Uncle Jimmy’s Ball is so …fleeting.