Hello!
This is my first post though I figured this was a good place to ask. I recently was gifted a new Samshield Miss Shield 2.0 Glossy. Upon unboxing it, it slipped out of my hands and fell onto the stall mat beneath me (not even a 3ft drop, with nothing but hay on the mat.) Naturally I think, my other Samshields have been through far worse with no scratches, certainly this one should be fine despite the near heart attack from dropping a brand new helmet as I’m attempting to put the liner in.
I pick it up to see not only a single scratch, but multiple very visible scratches that are too deep to rectify from simply rubbing out. Obviously not only is this so disappointing and upsetting that my brand new helmet I was gifted managed to slip out of my hands trying to put the liner in, but that I’ve already damaged it so visibly from the tiniest fall (when the helmet claims to be new and improved with “anti-scratch paint” (see below)) I could understand these scratches if I were to drop it on gravel or rocks, but to be dropped on a soft rubber stall mat cannot justify the scratches provided (I can’t even think of a better surface to have dropped it on.)
I take accountability and understanding for the accidental short drop, but even every other barn professional I have consulted with has said that it’s still inexcusable that it scratched as easily as it did (even those there to witness the actual unboxing and drop were in awe.) I’ve reached out to Samshield’s customer support and the place it was purchased from (Tailored Equestrian) but it’s been crickets since from them. TE let me know any replacement or warranty evaluation would be carried out through Samshield themselves, but it seems that Samshield has also been ghosting them as they have indicated to me they haven’t gotten any responses yet either (it’s been about a week.)
I hate to sound like such a whiner, but given the price point I’m obviously disappointed in not only the quality but Samshields customer service given their reputation. I haven’t used this new helmet yet out of hope they may be able to help me in some way. Has anyone had success in getting a hold of anyone at Samshield before? Am I doomed to this loop of hoping they respond to my emails?
