On June 4 I called Farmhouse to request a used saddle they had for trial. I specified which saddle it was I wanted, by size and model. They only had one of that particular saddle.
I gave my payment info, they charged me. Never sent me a tracking number, so I finally called a week later to find out where my saddle was. It arrived the next day-- and was the completely wrong saddle. Not same size, type, anything. Only thing that was similar was the brand.
I called them right away to let them know. They told me to send it back, but that someone had to do the shipping label and couldn’t do it until tomorrow.
So the next day, I get an email, clarifying the details and to use this label to send it back. Except there is no label. So it finally shakes out that the driver has the label, but only after I’m asked if I have a FAX for a label. In 2014. I have never, ever had a problem having a label emailed to me, and no, I do not have a fax at my home office.
So I call in to find out when I can get the correct saddle. Except they won’t ship it out until the other one is back to them! We finally arrive at the conclusion that they will ship me the correct saddle once the wrong one is on its way back to them. Remember that the first one was shipped ground, so it took a week to arrive.
So I wait all day for the driver since it’s pouring rain and I can’t leave a saddle that’s not mine in a cardboard box outside in the rain. Driver is confused but picks it up.
I call in and just cancel the new saddle, since it would have been ANOTHER week until it arrived and I had already missed my appointment with the saddle fitter. They were apologetic, but I was really stymied by the total lack of customer service. It’s not like I could make up that the wrong saddle was shipped to me-- the right one is still in their inventory and the wrong one was invoiced to me!
Now it’s June 19 (my card was charged June 5) and I have not been refunded for the WRONG saddle that was shipped to me in error. I feel I should have been refunded immediately when I cancelled the order-- it was their problem as to how to insure their saddle in transit since I no longer had it or the saddle I ordered. My card is VERY quick to post refunds-- if one had been submitted, it would have posted by now. Until I get the refund for the saddle I don’t have, I can’t go purchase the correct one.
I probably will not use them again and certainly not for a saddle purchase as they clearly do not know their inventory at all and have archaic policies for refund and return. It’s not the first issue I’ve heard from them as far as saddles, so I learned my lesson.
