Schneider's Saddlery-Customer Service Issues?

[chalice18]

Has anyone else had a bad experience with Schneider’s customer service? I recently bought their version of a Happy Mouth bit. I used it once on my mare and it was completely destroyed. After sending photos and explaining, they offered to replace it, supposedly.

Now, it’s been over a month, so I emailed them to check on the status of it. They claimed it had been sent and delivered a month ago and made me feel like a crook for asking. I am not a person that frequently complains about things and I certainly do not try to get free things by complaining. I simply originally wanted to tell them what happened with the bit (not necessarily expecting them to replace it). But how they are treating me now makes me want to never buy from them again.

I have always had good luck with Schneider’s and haven’t needed to deal with customer service. Now that I have, I have a very bad taste in my mouth. Anyone else have similar experiences?

[talkofthetown]

Just the opposite; I’ve always had very good experiences. Maybe ask for the tracking information? Less accusatory, more “hmm maybe my neighbor stole it off my porch”.

Sorry you’re having trouble!

[butiwantedapony]

I have had really bad customer service from them.

I ordered some blankets and used the wrong debit card (I have 4 that look the same). I didn’t notice this until maybe 3 weeks went by and no blankets - so I called and they had cancelled my order. Ok - fair enough (a phone call would have been nice). But the woman on the phone was SO rude to me. I wanted to re-order but she was so rude that I bought blankets elsewhere and I haven’t ordered from schneider’s since.

[Hinderella]

I agree with talkofthetown. I’ve always had good experiences with them. Is it possible that the package was taken from your house?

[chalice18]

It really is not possible that the package was taken. Trust me, I almost wish it was. We have never had an issue with a package, as our driveway is way out. We have two neighbors not too far away, but we’re good friends with them. On top of that, I am home most of the time, so it is very unlikely that it could have been taken.

[SendenHorse]

Never had any issues, they are now my first place to shop.

[OldLadyYoungOTTB]

I’ve had good luck too.

[besttwtbever]

I have had trouble with their customer service as well. I bought a winter stable blanket several years ago that ripped at one of the seams 2 weeks after I bought it. It had a one year warranty so I contacted them and they said they’d replace it as long as I sent pictures. Well I sent the pictures several times and called them many more times to no avail. I eventually gave up. I have since purchased things from them but I haven’t had issues with them yet so I can’t speak to their customer service as of late. I usually give companies 3 strikes. They still have 2 left.

[horsepoor]

I have only had to deal with customer service from them once, related to a return, and was not thrilled with how they handled it. Kind of rude and not very helpful, and would make me hesitate to order from them again unless I really wanted something and they were the only ones selling it!

[WNT]

Do you have a tracking number from Schneiders or from the shipping company? Our store shipped a rather large package to Denver, and UPS literally lost it for nearly a month and it was a huge hassle to get them to admit they’d misplaced and finally track it down and complete the delivery. Very annoying.

We also had a package coming to us end up in South Carolina due to a misentered zip code. That even took a couple weeks to sort out due to tracking it down, sending it back to the vendor, then on to us. It doesn’t happen often, but it can happen. Check if the tracking number links to your address or somewhere else.

[msj]

Several yrs ago I had ordered a lightwt turnout. The nylon lining split in several places after a few wearings. There was a yrs warranty on it so I washed it and sent it back after talking to CS. In the letter that accompanied the TO I described in detail just how I washed it with Rambo blanket wash in cold water and line dried it. It took several calls and finally someone told me it smelled of fabric softener (which I would never use on horse blankets) and they wouldn’t honor the warranty. I asked that they send the blanket back which they did but forgot to return the unattached butt flap. Called CS and they found the butt flap and sent that back. Both returned on their dime. I ended up taking it to a tack sale and sold it for about $25.00 and was glad to get that.

About a yr later I received a letter from Schneider’s saying there was a problem with the lining that occurred with several other TO and they were sorry that my complaint had gotten lost in the shuffle. They returned the cost of TO plus the shipping AND a $100.00 gift card.

So, while I was far from pleased initially, I will say they went above and beyond what I expected. I will admit though that I used the gift card and never went back. But I will give them kudos.

I’m not as kind as besttwtbever. I give a company one screw up and generally go elsewhere. There is too much competition out there to not try another company.

[2miniB]

I’m not at all happy with the blankets I got from them nor the way they handled the warranty request. They’re advertised as being waterproof, quality blankets. I got a sheet, medium, heavy and neck cover for my old mare. Everything would soak through. It took a couple months of jumping through hoops before they agreed to honor the warranty. It took them about a month to evaluate the blankets I sent back and several weeks for the replacements to arrive.

The replacements don’t soak through as quickly but aren’t as durable. There’s many small tears in the turnouts, and the inner seem on the neck cover has completely given way. And the elastic in the leg straps has already started to fail. The horse who wears these is an old mare who’s very easy on blankets. Not happy, but not sure if the warranty applies to the replacements.

I also have 2 of their mini turnouts. One got thoroughly shredded in a month of nighttime wear, and the other lasted about 10 months before it too is shredded beyond useability. No warranty on those. The only thing I like that’s held up well is the fleece liner I got.

[demidq]

I have had excellent service from them, altho shipping to Canada is more than other companies charge. I bought a haybag from them that ripped the first time I used it,. They replaced it with a much improved version without even asking me to return the original. I have found their blankets to fit well, last well and maintain their waterproofing- several of mine are 5+ years old.

[Ponyclubrocks]

I’ve experienced good service from them, including on some returns I’ve made due to my error in ordering the wrong size etc. The only time I spoke with someone who was “short” was one time when I called about a delayed shipment. I don’t know for sure but I suspect there are several top notch customer service folks there (some that I’ve dealt with personally) and then there’s this one woman who shouldn’t be allowed to talk to customers but occasionally she answers the phone!

I will keep doing business with them because they are the ONLY blanket company that makes blankets that fit my beefy horses! Believe me, I’ve ordered from just about every blanket manufacturer on the planet and Schneiders are the only ones that fit…

[Hayburner]

Lol, we must have bought the same turnout! I didn’t even get to wash mine, my guy who is super easy on blankets. Wore it a couple of times and bam the lunging was torn.

I called them and it was no issue, they didn’t even want the blanket back, just sent me a new one.

I did just get two sable blankets and one of them was missing the Velcro. I didn’t bother calling to complain.

I’ve really only had good service from them, but i don’t buy much from them, either. I try to shop locally

[riverinthewoods]

I’m not a fan of their customer service.

I bought a rain sheet when I first got my mare and still have it, although it’s pretty much so worn down at this point that I only use it as a layer or light sheet if I am desperate- I wouldn’t say the waterproof lasted at all.

I then bought a discounted heavy blanket at Equine Affaire in 2014 which lasted all of one night on my mare who does not destroy blankets, ever. The belly band one was HORRIBLE and would not stay on my mare properly. After sending multiple pictures to the very rude and questioning staff, they sent me a brand new heavy in a different style which I ended up loving. I was able to repair the other blanket and sell it, but only came out like $20 after shipping and the repair.

At Equine Affaire they didn’t have the matching neck cover with them, so I ordered it. When I didn’t hear anything for over a week in terms of shipping I contacted them, only to be told it was back-ordered until the following year - how nice of them to let me know… They also had no record of the order and I had paid cash so that was another mess in itself. I ended up getting a black neck cover which turned out to be the better deal since I had to get a new heavy blanket in a different color.

Overall I probably wouldn’t purchase from them anymore. The warranty worked for me and I got a replacement but I had to fight with them. They had no system in place at Equine Affaire that acknowledged my purchase, so that made my situation a bit harder. The blankets aren’t the best quality, although I do really like my heavyweight.

[cayuse]

I have had no problems with customer service. I buy alot of pony and mini items through them and have never had an issue when I have had to return something. I get most of my blankets through them, never had a problem.