This was the first (and last) time I’ve ordered through Scheider. I ordered an item that was promoted as coming with a bonus accessory (not limited to while supplies last). This was a contributing factor in my decision to purchase this particular item from this particular vendor. When I received my order the accessory was not included. I called the customer service and explained the situation. The customer service rep put me on hold to “talk to her manager” and about ten seconds later (wow rep and manager must be very fast talkers!) said she discussed it with her manager, who manages the online descriptions, and this item never had the accessory. Turns out I had a screen shot showing the item promoted with the description. Then I was told that was the manufacturer’s promotion not from them. I asked them to send me the accessory “or its equivalent” - different brand/whatever and was flatly denied. So I asked them for a return label so I can return the item which was not as described. They refused to do this too! So I told them they have lost me as a customer and I would let other horse people know not to fall for their tricks.
Can’t believe they didn’t honor their promotion, that you had a screen shot of.
Was the item drop shipped from the Manufacturer? Meaning, was it shipped from Schneider or from the actually company making the product?
If the latter, I’d reach out to the manufacturer.
No it came from Schneider, I had several different items boxed together. Very upset!
Ask to speak to the manager, if they don’t help, then their supervisor.
Yes, do call back and insist on speaking to someone in charge.
Ask for Wendy.
[QUOTE=Training Cupid;7691921]
This was the first (and last) time I’ve ordered through Scheider. I ordered an item that was promoted as coming with a bonus accessory (not limited to while supplies last). This was a contributing factor in my decision to purchase this particular item from this particular vendor. When I received my order the accessory was not included. I called the customer service and explained the situation. The customer service rep put me on hold to “talk to her manager” and about ten seconds later (wow rep and manager must be very fast talkers!) said she discussed it with her manager, who manages the online descriptions, and this item never had the accessory. Turns out I had a screen shot showing the item promoted with the description. Then I was told that was the manufacturer’s promotion not from them. I asked them to send me the accessory “or its equivalent” - different brand/whatever and was flatly denied. So I asked them for a return label so I can return the item which was not as described. They refused to do this too! So I told them they have lost me as a customer and I would let other horse people know not to fall for their tricks.[/QUOTE]
Yours is not the first encounter as described, I encourage you to file with the BBB so this goes on an easily accessible search record.
It should not be necessary to repeat your request or ask again to speak with a manager etc.
I’ve always gotten good service (and items) from Schneider Saddlery.
[QUOTE=alto;7692011]
It should not be necessary to repeat your request or ask again to speak with a manager etc.[/QUOTE]
You are right, it should not be necessary.
My theory on asking for a manger is that you are then giving the company a heads up about how their customer service representatives are treating callers. Going from one bad phone call to the BBB is a pretty serious step.
It could be that the higher ups at Schneiders do not know this customer service rep is doing this. Give them a chance to make it right (and that includes them fixing this employee) before you make the leap to the BBB.
Management can not know about a bad employee if no one tells them there is a bad employee.
I would also mention the 10 second ‘conversation with my manager’…
[QUOTE=trubandloki;7692092]
Management can not know about a bad employee if no one tells them there is a bad employee.[/QUOTE]
:eek: :eek: :eek:
you mean no one actually listens to those recordings!!!
disillusioned I am
not :lol:
Schneiders seems to fall into this contradiction of service, those who aways have great/good service (or certainly no difficulty with sorting issues) and ex-clients who’ve met the stone wall whether it’s regarding turnouts that have are defective or promotions that have not delivered.
Laugh.
I think they are kept to go back and listen when someone calls and says they got crappy service.
I think listening to all calls would put someone to sleep pretty darn quickly.
I ordered some stuff from earlier this month Schneiders and it took FOR EV ER to arrive. Not the usual experience I’ve had with them. And they usually have good customer service.
What was the item and the promotional item?
That sucks. I don’t care for Schneider either and never order from them. In fact, I wish they would quit sending me their catalogs. Plenty of other great places with deals and great service, like Big Dee’s, Adams, Smartpak, etc.
I have had good experiences with them over the years, even tho their shipping costs to Canada are almost as bad as Dover! EG- I bought a hay net which disintegrated after one use. Schneiders sent me a much better version when I called despite the fact it had been over 6 months since I had bought the first one. I like their blankets too.
[QUOTE=lovemeinfocus;7692221]
What was the item and the promotional item?[/QUOTE]
Okay now you all are going to think I’m crazy for making a fuss but I’ll say it anyways. Field boots were supposed to come with a boot bag. I know not a big deal but just how the whole situation was handled really pissed me off!
I do not think you are crazy at all. I often decide to use one vendor over another based on something like that or promotional free shipping. If I didn’t receive what I was expecting I would be annoyed. The fact that they aren’t willing to part with a boot bag in order to satisfy a customer and keep your business would infuriate me. They made the error and posted an offer they didn’t honor and you called them out. They should have made it right.
I have a huge saltwater fish tank and I order most of the supplies online bc I need to buy in bulk. One time I placed an order for boxes of reef salt that I use to make the saltwater. Long story short orders over 150$ were supposed to get free shipping and it mentioned that rocks and gravel were not included, no mention of salt being ineligible for free shipping. I spent 234$ and when I checked out shipping was indeed 0$. Received the email confirmation and the invoice stated my card would be billed 234$. Great. Fast forward to a few days later. My debit card gets declined for my 8$ Netflix charge. Worried, I checked my statement. I almost fell out of my chair when I saw they had billed my card at 315$. When I called they tried to imply I misread the exemptions and salt was indeed listed. I went to the website and it was changed! They didn’t stop to think that I would have the original email confirmation. They were my favorite vendor but they never got another dime from me.
I won’t order from them anymore. I bought two turnout sheets (& some other stuff) a long time ago and they were absolute junk as far as quality, fit, waterproofing, etc. goes. Wasn’t worth the time/money to try and return them. I’m just not impressed with their stuff at all. :no:
[QUOTE=Training Cupid;7692524]
Okay now you all are going to think I’m crazy for making a fuss but I’ll say it anyways. Field boots were supposed to come with a boot bag. I know not a big deal but just how the whole situation was handled really pissed me off![/QUOTE]
Nah, not crazy, just a typical horse person 
Was mostly trying to discern if it was a manufacturer set promotion or one directly from Schneiders. A boot bag is unlikely to come direct from the mfg (unless its Ariat) so my guess is that it was a promotion put on by SSTack, and therefore, could have EASILY been honored. I’m not their biggest fan for multiple reasons, and this just adds to the pile!
