Unhappy with Rep for saddle I purchased

[shadesofbay3]

Hi all - looking for advice in regards to a new saddle that I just purchased and issues with the rep

I was very happy with the rep when I initially met with her and ordered my saddle… paid for expedited shipping… without getting into the weeds, she has (IMHO) dropped the ball after getting the sale, and I have had to constantly chase her for updates on my saddle. Not only has she been unresponsive, but the timeline for the expedited shipping date has since passed and no updated from her unless I’m chasing her down, which IMO is not my job.

To my knowledge this woman is the only rep in the area. Just wondering what my next steps should be once my saddle finally does get here, since I know it will need to be checked for sizing and then rechecked since my horse is only 4 and will change shape in age. If I have to work with her I will but would really prefer to work with someone else…

I’m in the greater Richmond area if it matters… the brand is Prestige.

[2DogsFarm]

Assuming you have contacted her re: the shipping date & either talked or left msg.
I’d make one last call, telling her your next call would be to Prestige Corporate.
They should be able to not only check the status of your order, but provide contact info for a different rep. Even one located in a neighboring state could be helpful.

[shadesofbay3]

Apparently the CEO is supposed to be reaching out to me, but i’m not too optimistic. Im assuming it would be unprofessional to ask my current rep if there is another one I can work with? As far as I know, she’s the only one in my area and she covers Virginia, Maryland, and Delaware. My plan is to ask the CEO for another rep if he calls me, but I don’t have great faith that he will actually call me, my issue is I’m sure fries to what he has going on

[endlessclimb]

I believe the rep list is on their website.

I’d be looking for another fitter, regardless of brand. I hate chasing people down to give updates or to try and get their services, too.

[2DogsFarm]

You don’t need to talk to the CEO himself.
Large corporations have a Chain of Command & whoever answers his phone should be able to get things moving for you.
Be a squeaky wheel. Call weekly until you get valid information: a Tracking number, ph# for another rep, anything factual.

[NaturallyHappy]

I’d threaten to put it in dispute (hoping you used a credit card) with my bank and complain to the Attorney General’s office.

[shadesofbay3]

She was the one who volunteered to send my information on to the CEO… its probably all smoke and mirrors and like i said im not expecting to hear a peep. Im just more worried about the fact that I need to have a continuing relationship with this woman because I’m going to need her to come back out and recheck/reflock my saddle… and I re-verified on their website; they do have someone that covers NC, SC, and GA, but there is NO ONE else that covers this area but her, which is BS.

I feel like after spending 8k on a saddle I shouldn’t have to chase you down and she is giving me the run around about “she cant control customs and what happens in italy etc” and im not asking you to, but I AM asking you to stay in communication with me, as I havent been able to ride my horse for over 2 months and need to know whats going on and am tired of constantly reaching out to you and being blown off… to the point where she is constantly telling me “so sorry” she “forgets” to check with the office and she constantly forgets to follow up with me

I want to stay away from independent fitter if possible but im just getting more irate as time goes on as my horse goes on training board in less than a week and has no saddle. im not sure if its inappropriate to ask her to refer her to someone else in the company but im just at a loss right now

[Alterwho]

@NaturallyHappy

I’d threaten to put it in dispute (hoping you used a credit card) with my bank and complain to the Attorney General’s office.

^^^^This^^^^

[cayuse]

This. Put in a dispute. The sooner the better in case it’s time sensitive.

[luvmyhackney]

Credit Card dispute now. Don’t wait to hear back from the CEO… Thats probably just smoke and mirrors.

[js]

Contact the saddle manufacturer directly with your information about your order and your complaint, don’t wait for them to contact you, I doubt they actually received anything from the fitter. Agree with filing a dispute with your CC if you don’t get satisfactory answers etc.

[Bristol_Bay]

You said you paid for expedited shipping but that’s not the same as expedited manufacturing of your custom saddle. Has the deadline passed when they said it would be ready? Maybe the saddlers in Italy are unaware of the expedited status.

In any event, poor communication all around from them.

[dmveventer]

I was thinking the same. 2 months wait time doesn’t seem that crazy to me for a custom built saddle shipping from overseas. My guess is the rep hasn’t been able to get updates from the corporate office, which is why OP isn’t getting more frequent updates from the rep. Frustrating, but not unusual for a custom saddle order.

FWIW OP I’ve had great experiences with this rep, and she’s a very capable fitter. I would consider giving her another chance once you have your saddle in hand, and try to put the shipping issues behind you.

[shadesofbay3]

Good for you. Not my experience.

[NaturallyHappy]

Stick to your guns.