Need Advice-Voltaire Saddle Fitting Experience

[BeeHoney]

For them to charge a fee after the fact because they feel “used” is inappropriate. If a representative for a major brand intends to charge a fee for the fitting, that 100% needs to be disclosed up front.

I think it’s possible that the trainer (who is likely getting a commission or sponsorship related to #s of saddle sales) and the rep (also getting a commission) were counting their commission dollars before they materialized.

For trainers who are sponsored by various saddle brands, there often is a minimum number of saddles that that trainer is expected to facilitate the sale of within their barn each year. So, it is possible that your failure to purchase a new saddle through the rep is an issue WRT your trainer maintaining their own sponsorship. Because your trainer is taking the saddle rep’s side here, I am suspicious that (and I could be totally wrong here) this after the fact fee relates to something more than just the saddle fitter being annoyed that they did an extra fitting.

FWIW, I understand it that a saddle fitter might feel “used” if they made a specific time consuming trip to a barn, did a fitting, and it turned out the person had no intention of buying and simply wanted to get the specs of the saddle that would fit them best so they could shop for a used one on the internet. In that case, the salesperson has several options within their control. They can 1) understand the bigger picture, which is that it is a chance to build their network at a particular barn and there is a possibility that the customer (or one of their friends who might be looking on) could end up buying a new saddle at some point in the future, or 2) offer exactly such a service for a reasonable, discussed up front fee, or 3) do a fitting but not necessarily turn over a list of the specs to the customer at the end of the fitting. Those are all proper, perfectly businesslike options.

I just want to reiterate that having an appointment with a rep is NOT an obligation to buy, and that charging a fee after the fact is a shady business practice no matter what business you are in.

[Madison]

@Laurierace

I am hoping that Voltaire will weigh in on here directly to clarify their official policy for all of us. They sponsor my daughter’s podcast, I will have her alert them about this thread.

When only one person has an isolated experience where a rep suddenly wants a fee after the fact, and tons of other customers from different locations have never heard of such a thing, I think you can reasonably conclude what happened to the OP is not Voltaire’s official policy!!

To the OP @HoofHeartHome , I bought my CWD while I was riding lease and lesson horses only, because the only available lesson saddle was terrible for my position. I got 4 good years of use out of it, and it had pro panels and fit a lot of horses. Don’t hesitate to get yourself something nice that will fit the type of horse you ride, it will absolutely help your riding and position, and you will still be able to get some resale value out of it if you have to make a change down the road. Get a nice shimmable half pad to keep on hand in case you need to make minor adjustments for different horses, too.

[Laurierace]

@Madison

When only one person has an isolated experience where a rep suddenly wants a fee after the fact, and tons of other customers from different locations have never heard of such a thing, I think you can reasonably conclude what happened to the OP is not Voltaire’s official policy!!

To the OP @HoofHeartHome , I bought my CWD while I was riding lease and lesson horses only, because the only available lesson saddle was terrible for my position. I got 4 good years of use out of it, and it had pro panels and fit a lot of horses. Don’t hesitate to get yourself something nice that will fit the type of horse you ride, it will absolutely help your riding and position, and you will still be able to get some resale value out of it if you have to make a change down the road. Get a nice shimmable half pad to keep on hand in case you need to make minor adjustments for different horses, too.

I have two used Voltaire saddles, I know that isn’t their policy but that doesn’t help the OP any. I think It would be wise for the company to reiterate that and make it clear that they made things right in this situation.

[Madison]

@Laurierace

I have two used Voltaire saddles, I know that isn’t their policy but that doesn’t help the OP any. I think It would be wise for the company to reiterate that and make it clear that they made things right in this situation.

I think where the policy really needs to be clarified by the company is with that rep more than on here :lol: That’s what would help the OP! And frankly the company too because not everyone is going to find out that’s not Voltaire’s policy and it reflects poorly on them for the rep to be going around doing that.

[mroades]

I am friends with a higher up in the company. She has been notifed and I gave her email (at her request) to the OP

[sheltona01]

Honestly hearing stories like this makes me so angry and I think about half my customers have some sort of stories. I do charge a saddle fitting fee, however I always make sure it it known before the appointment and it is not nearly that high even with travel. If I charged that, I would not need to sell anything to make a lot of money, but I would feel awful.

I am an independent fitter and not paid by any company. The saddle fitting fees allows me to stay in business but then keeps my loyality with the customer, not the brands. Just know if you are working with a brand rep, their job is to sell you a new saddle. Some are more obvious about it than others.

[mpsbarnmanager]

@HoofHeartHome

Hi All! I wanted to reach out to the community for some advice regarding a somewhat uncomfortable situation. I don’t have any horsey contacts so I’m looking to you guys for some feedback. Some back story here, I have just begun riding casually again as an adult, I’m a 1x a week lesson-er. I began my search for a saddle within my barn, inquiring with a trainer if there was anything for sale. I was offered to look a Voltaire(our barn is sponsored by them) however the fit was a little large. After this ride I was informed that another client had set up an appointment with a representative for the following week, and I would be able to ask them my questions and be fitted then. There was never any mention of cost associated with this interaction.

The following week the representative is 3 &1/2 hours late to our appointment, fine I understand traveling on the road stuff happens. We try a few saddles and agree on measurements for a right fit. At the conclusion of the ride we sit down and draw up a quote for a new saddle with my preferences. During this time there is not mention of cost of consultation/time involved up to this point. Along with discussing cost of a new saddle I inquired about how to obtain a used saddle. They looked up their inventory and they told me there was 1 in another state however they were sure the representative there would not give it up. I followed up with the questions of how frequently do they come available, do you foresee any availability in the new future. The answer I received was “no, you size is very common, anything that becomes available will be sold before we even know about it”. Okay, so I asked what their opinion was on purchasing online as I have been looking on Facebook & tack sale websites. They tell me with anything used Voltaire cannot uphold their warranties etc… Again no mention of any cost for the fitting. We conclude our meet with a quote for a new saddle, and a short discussion about follow up. I let them know I will need a few weeks to decide what is right, and I want to explore my options. Now after multiple times relaying that this sale was not a guarantee, and multiple opportunities had on their part no mention of cost for their time had occurred.

Fast forward a few weeks I have been busy looking for a nice used saddle, posting in various groups etc…I have even had a few discussions with the trainer,any other saddles in house, about purchasing online, they recommend Equitack.com as a good place to look. I post an ISO ad on Facebook and get lots of responses. After weighing my options I decide to purchase a saddle from another company that happened to have a used one in stock. Said representative does their follow up, and I inform them of my decision to not purchase new, but I have found a saddle myself. There should be no surprise among any party that buying used independently was an option.

This is where it all goes downhill. Rep does not answer but instead reaches out to the trainer who set up the meet, saying that they feel used, and would like to be compensated. Trainer reaches out to me in defense of the representative saying that I should have used the representative to secure a saddle. I will reference to above where I inquired about used and the rep. made little to no effort to find one. In the weeks after our visit not once did they reach out with any viable options for a used saddle. Aside from the fitting, which they were there for another client to begin with there was no effort to find a saddle for me. Now I’m apologizing to my trainer because I had no idea that with a fitting was a commitment to one rep. In my time doing research I have read from multiple people to try lots of things before you buy. Meaning that inevitably someone would not be making a sale. Back to the rep, now that they have learned we will not be doing business they demand $450 for the rights to take my measurements elsewhere!

So herein lies my question, has anyone been charged for a saddle fitting thru Voltaire. The rep. tells me this is credited back to you upon purchase, has anyone seen this charge on their invoice? There has never been a figure discussed until I graciously let them know I will not being doing business with them. As a person in sales for many years a significant number such a this, I would think would be notified up front before any service rendered? I am feeling bullied by both this rep & the trainer involved. I truly feel that this is not a kosher transaction, and the rep. is being petty for missing out on a sale. Can anyone give advice on how to approach both the rep. and trainer?

Thank you for taking the time to read through!

I didn’t read the other replies yet but. County pulled the same thing on me. Not until the conclusion of my fitting when I had trailered my horse an hour away to try the various models was I informed by the rep that I would be charged $150 for the fitting if I did not order a saddle from her. Because she was “doing me a favor”, I didn’t have to pay that day, she would give me time to think about what I wanted to do. 🙄🙄🙄. I really didn’t appreciate being thrown under the bus like that.

$450 is absolutely absurd and I would be telling her good luck getting me to pay it. You didn’t agree to pay it, so she can’t collect it, all she can do is threaten you. I would tell her to shove it.

[IPEsq]

@mpsbarnmanager

I didn’t read the other replies yet but. County pulled the same thing on me. Not until the conclusion of my fitting when I had trailered my horse an hour away to try the various models was I informed by the rep that I would be charged $150 for the fitting if I did not order a saddle from her. Because she was “doing me a favor”, I didn’t have to pay that day, she would give me time to think about what I wanted to do. 🙄🙄🙄. I really didn’t appreciate being thrown under the bus like that.

$450 is absolutely absurd and I would be telling her good luck getting me to pay it. You didn’t agree to pay it, so she can’t collect it, all she can do is threaten you. I would tell her to shove it.

It usually is the policy of a County fitters to charge a fee. They should have been up front about it of course.

[Houston.Hunter]

Sent you a PM

[vxf111]

I don’t have a problem with a fitter (or in this case a rep) charging a fee for the “fitting” but only if the customer is told about the fee in advance and agrees to it. Otherwise, that’s a serious bait and switch. I would not pay. Depending on how peeved I was I might report this to the BBB or the state AG’s office.

[middleton.the.grey]

Wow, I feel so bad for on that. I recently had my own Voltaire fitting. I believe on their website it states that all fittings are complimentary with zero purchase obligation. I had the fitting, there was no charge at all. The rep was the nicest person ever and was not pushy or aggravated and willing to take however much time was needed. The saddles were wonderful and he really let the product speak for itself. I did end up purchasing but if I had wanted to think on it I am sure he would have had no problem with it. Really just the best experience ever. I have no idea when you were consulted with but if it was recent like within the past few years or so, I know that their fittings have been complimentary whether you buy or not. I am so sorry that was your experience, mine was great and a dream come true. Best of luck with you!!

[Xanthoria]

@specifiedcupcake

Voltaire always advertises “free no obligation” fittings. $450 is like 10% the cost of a new one. That fee is obscene.

Do they? What I have seen is this: https://voltairedesign.com/us/content/22-find-your-saddle-expert

“Our highly trained saddle expert will set up an appointment to meet you and your horse for a free saddle trial with no purchase obligation.” IOW the language to me reads a free trial. Not a free fitting. It is certainly carefully worded…

And what I’m reading on this thread is that lots of people who bought a Voltaire didn’t pay a fitting fee. Right - because most companies IMEX charge no fee if you buy a saddle. If you don’t they usually charge a fee for their time.

Having recently bought a saddle, the fee from Stubben, and Täkt was around $100-150 each for a fitting when I didn’t buy a saddle. Devocoux didn’t charge me a fee, and I didn’t place the order. EQ Saddle Science didn’t charge me either - but I ordered a saddle from them.

Obviously from this thread OP, we must compensate people for their time. It’s common knowledge, but the fitters should have mentioned it. And $450 is bonkers. No way.

But I have to ask as someone else did: you’re buying a saddle for once a week lessons that cannot possibly fit all the different horses you ride - surely fit for the horse is the priority? I am hoping you have a saddle fitter or knowledgeable person tack up for you and shim the saddle otherwise you’ll get some unplanned dismounts from your Voltaire. And I have to question a trainer that allows this, if I’m honest.

[foursocks]

This thread is from 2019. Hopefully the OP has been able to move on…

As regards the original complaint, I don’t think that is common practice for Voltaire. A large number of people in my barn have Voltaires and I’ve never heard of anyone paying a fee. I certainly haven’t. It sounds shady to me.