Possibly helpful link for those who are waiting even if past normal dispute period:
https://www.consumer.ftc.gov/articles/0221-billed-merchandise-you-never-received
ahem. horsehealth.co.uk. itās cheaper and man do they get those pads out to you quickly. And they have every single color and style lemieux makes.
5 Likes
I believe it is actually illegal for the card to be charged before the items are shipped. Donāt have time to google it. But from the days setting up shopping cartsā¦ you had to verify the shipping before the card was charged.
I canāt believe she has time (and guts) to come on COTH to hawk her site (the thread on pads for high-withered horses), but isnāt responding to customers who are out money with no product.
"LeMieux standard pads are $60 for cotton and $65 for suede so especially with a coupon code they are very reasonable. I do sell them so full disclaimer this is my site but the only ones we have over that $65 pricepoint are specialty pads with fleece lining or acavallo gel. [her website]
https://www.chronofhorse.com/forum/fā¦dle-pads/page2
She will never see a penny of my money.
3 Likes
Thank you for posting that! Same side of the pond as me and has small/mediums in stock!
2 Likes
No, in some other countries that is in fact illegal but it is not illegal in the US. Youāre not really supposed to do it but itās not disallowed.
However, some credit card companies do not allow it. The link I posted above covers this and the methods of recourse.
Has anyone considered filing a complaint with the BBB? This all sounds like it would be eligible for one. It might help get a resolution. Purchases that are too old to navigate credit card refunds through CC companies may still fall inside the BBB umbrella (purchases need to have been within 365 days).
Might be an option for people who would be willing to settle for a refund.
Iām glad I saw this thread. SO was going to order a pair of DeNiros for me as an anniversary present. I guess weāll be buying from someone else.
2 Likes
That is not a law, itās a user agreement with your credit card processor and generally only policed if a consumer complains. Thereās no law preventing that action, whereas it is actually against consumer protection laws in Europe to do this.
1 Like
This isnāt in Europe.
And I never said it was against the law. I said that some credit card companies do not allow it and gave the link for seeking recourse.
3 Likes
Hi there! Just sent you a message
Hello! Weāre here daily from 9am - 5pm EST on the phones and via email and live chat is always on. I just sent you a message and would love to make sure that weāve gotten you everything you need!
Hello!
This is Lindsey from Centerline. Iāve responded to anyone on this thread via direct message but just wanted to to let you know Iām here if you have any questions and I wanted to address your concerns.
Iām so upset to hear of any of your frustrations. Iām wholeheartedly apologetic that anyone has had a less than perfect experience and we are working very hard to make sure that never happens again.
We stock everything on our website except for a few items that ship directly from the vendor (such as some bit sizes, some heavy weight blankets, saddles). If ever you see a status that says āpre-orderā it means the item is not yet available from the vendor and will have a date listed for estimated availability. We find that most orders for equestrian equipment are on a need-it-now basis so I want to make sure that weāre really clear what is in stock and ready for immediate shipment. That has been the focus of our inventory system overhaul which wasnāt as straightforward as one might think. All in-stock items ship the next day and weāve increased staff so weāve been able to complete two batches of orders most days which means some orders are shipping the same day. It is certainly not our intention for you to have any delays in receiving your items. If ever there is an item that had incorrect inventory or will be delayed for any reason, you will be notified the same day.
In terms of taking payment for orders as they are placed rather than when they are shipped, we are unfortunately not able to change that aspect of our website. Because we are accepting alternative payment methods to make checkout easier, our system requires that we collect payment at the time the order is placed. However, we can, and should, be offering payment refunds to anyone who has an item that might be delayed and then recollecting payment at the time of shipment. Weāve found most clients weāve chatted with donāt prefer that so we havenāt made it a policy until now but will be going forward. Thank you for making your voices heard so we know that is the preference. In no way, shape or form would we ever - EVER - take your money and not refund you for an item you hadnāt received.
Weāve also added staff for customer service so it is incredibly easy to reach us. We are here in the store Monday - Friday from 9am - 5pm at 800-409-1772, live chat is nearly always on and you can reach us by email at ride@centerlinestyle.com. Weāve found a need for after hours service, so weāre excited to announce that starting at the end of the month youāll be able to reach someone at all times of the day.
While we are striving to offer you 24/7 service, please realize that we are still a small company. We are proud to be the largest stockist of LeMieux in the US, offer a wide variety of products and do dozens of very fun custom orders each week, but we are still a small group here in Florida and we are working on building our team and store day by day.
Having you join us on this journey is really special and not something that we take for granted. You, our clients, are the reason I have a job that I love and I will never forget that. It is at the forefront of every choice, every late night, every commitment.
So thank you to everyone who has joined us, thank you to everyone who has let us know that you were less than tickled, thank you to those of you who shared your concerns about ordering. I promise we will not let you down and I promise Iām doing everything I can to be exactly what you hope for when shopping. Please donāt hesitate to let us know of anything else youād like to see from us and of course if you need any help at all - weāre here!
With all my gratitude,
Lindsey
Curious-was anyone able to resolve issues after this latest set of promises?
2 Likes
Yes. I think they are sincere in improving their service.
I have had no problem receiving my items. Iāve ordered some saddle pads and a custom helmet, the custom helmet arrived in the time they said it would. I hope your issue can be resolved.
1 Like
First post :).
6 Likes
Sheās following the Solo Shot business model! Bait shoppers by saying you have a product to sell, collect money for their order. Never have a product to deliver, or at least keep fooling people by telling them youāll eventually send them their order. At least Solo Shot actually refunded money promptly.
Nope.
Lindsey made some efforts ā after not responding to the email that I sent to the store, she PMād me here. I responded and got no response. Finally got a call from their customer service but they really didnāt do anything for me. I wanted a girth with a black sheepskin cover ā that I had confirmed was in stock when I ordered it ā and all the customer service person could tell me was that it was out of stock in black sheepskin and did I want it with a different cover. I asked whether I could get a new black cover when the black one came in. Some back and forth happened between the customer service rep and Lindsey while I was on hold, and I was told that sheād take 25% off a new cover. I ask: How much is the new cover alone? Answer: after the 25% off, $170. Which actually wasnāt even right because the new cover is listed at $220 on their website, and 25% off that is $165, not $170. So at the end of the day, I was looking at a girth with the wrong color sheepskin that would cost me $300 and then Iād need to spend another $170 to get a black sheepskin. $470 for a girth that I was supposed to get for $300? No thanks.
I canceled my order.
3 Likes
