Hmmm… My CC company saved me when they entirely (and inadvertently) misrepresented a $500 phone purchase, didn’t include a receipt, and I blew through the return window. As far as I was concerned, it would have been my tough luck, except that the original purchase was really 100% their mistake. I had plenty of email dialogue with them early on telling them I didn’t think it would work, so they had plenty of opportunity to inform me of their return policy.
I just had a really good experience experience with them. They were able to get a jacket to me in 2 days - and I’m in Canada! CS was excellent, they contacted Frantisi people and got back to me in minutes to say they could ship quickly.
The internet is a powerful tool. If I were them, I’d get your credit/money to you pronto before more damage is done. COTH has ALOT of followers and the horse world is very small.
I also had a very poor experience with Farm House regarding a saddle purchase. Though I did not have to deal with a refund (thank goodness), I had someone privately contact me through FB when they heard about some of my Farm House problems. I won’t share her story verbatim, but the synopsis is that she got her refund for a returned saddle in installments over the course of months.
In my opinion, I only received good customer service through FH until they had my money. After that, not so much. I will take my business elsewhere.
Bumping up this thread, as I am also dealing with a refund issue with this store for a return that was done over a month ago. I was given the run around and told “the refund was processed” each time I called. I have not received the credit back into my account and now have had to file a dispute with my card issuer and am hoping they can resolve. I have shopped with them over the years, but I have never had to return something until now. Buyers beware! I would not suggest purchasing anything that you may need to return, or you may be dealing with a HUGE headache when you try to get your money back!!!
Update from the Farm House
First, we sincerely apologize to those of you who have been inconvenienced by our past saddle trial/refund policy.
We love our customers and are always looking for ways to improve your experiences with us. There are some very valid points in this thread and we agree it’s time for a change. In short – no more waiting for refunds on saddle returns.
Starting now, you may try any of our new or used saddles with a credit card authorization for the price of the saddle, and a charge for shipping costs only ($35). After the saddle arrives at your location, you will have four days to decide if you want to keep it. On day four, we’ll need to hear from you with either a “Yes! I want it.” or a tracking number for its return. If we don’t hear from you on the fourth day, we’ll assume you want the saddle and charge your card accordingly.
If weather interferes with your ability to try the saddle, you’ll just need to call us for an extension before the fourth day.
If you’d like to try a different saddle, we’ll be happy to ship it as soon as we have a return tracking number for the original.
(Unfortunately, due to server and merchant account limitations, this policy cannot be extended to saddles purchased with a click on our website. You must call or come into the store to order.)
We hope this will restore your confidence in us and encourage you to check out our extensive stock of quality new and used saddles.
Thank you for caring enough to let us know how you feel. We’re a family business and we truly value our relationships, whether you live in the neighborhood or across the country.
For Noreen Cothran of the Farm House,
Melissa Van Doren
