Does anyone have any experience sending a saddle to Voltaire to be repaired? I bought a 2011 Palm Beach used a few years ago, and it has begun to make some alarming creaking noises that I’m praying is either nothing (one can hope) or at most popped rivet - it doesn’t seem to bend or twist at all that would make me think the tree is broken, and my horse has no reaction to it (and my horse is not one to keep quiet if something is poking him) but I’m no saddle fitter so I don’t really know what I’m looking at. My trainer gave me the local Voltaire rep’s number but I’m curious if anyone has ever sent a saddle to them in Florida to be fixed that would be willing to share that experience. I’m also wondering if that is the right route to go as I didn’t buy the saddle from Voltaire so there’s no warranty or anything at stake, vs. finding a skilled saddle fitter who could diagnose and/or repair locally, but I don’t know how to begin finding that person. I love the saddle, it fits my horse very well, so I’m willing to do what’s needed to have it repaired but I’d also love to not send it away for several weeks in the middle of show season, or be told the tree needs to be replaced in full if it doesn’t need to be because of course they’ll always sell you the most expensive option (not that they would do this, but I have no experience working directly with the brand!) Would love to hear others’ experiences or recommendations - thanks y’all!
I had to send my saddle to FL for a panel replacement and my experience was really good. They sent me an e-mail letting me know when to send it and it took a week to get it back. My understanding is that if you did not purchase the saddle from them the repairs can be a bit more cost-wise, but maybe someone else has more info on that. I bought mine new. I’ve met the current rep in our area a couple of times and he’s good to work with and responsive from my limited experience.
I also live in the central Virginia area and recently sent my Palm Beach to their Florida office for new panels. Flo, the rep for our area, came out, and suggested the new panels. He took the saddle with him, and it was back in my possession in two to three weeks. He had warned me it might take awhile because they were in the middle of winter circuit. When I got it back, I was not happy with the quality of the stitching on the new panels - you couldn’t see it unless you basically flipped the saddle upside down, but I’m picky. Nicole with Voltaire was amazing when I sent her and Flo pictures with my concerns. Voltaire paid for my saddle to ship back to be fixed. It was only gone a week this time, they put brand new leather on the panels, restitched them and gave me a new saddle cover. It looks fantastic now and I was really happy with the customer service. Nicole does a great job keeping you updated on your saddle while it is with them.
I also sent my Voltaire to Florida for new panels. My experience was the same as the above posters. Quick turn around, excellent communication from my rep and no issues with the repairs. I bought my saddle used from the rep so I don’t know if the experience would be different if purchased elsewhere.
I also have a 2011 Palm Beach which I purchased used. I love it but have had issues getting the fit right on my new horse. We have sent it off once already to have the panels changed. My rep came by to check the fit, and noticed a strange creaking sound. She sent it to Voltaire and left me with a loaner saddle. She said it would take 1-2 months. Voltaire trees have a 10 year warranty. I received an email about 2 1/2 weeks later saying it was repaired and being sent back to me. They also opened the panels more while they had it.
This is great feedback, thank you all for sharing! I’m much more confident about this whole process after reading through these experiences.
I had a creaking sound from my saddle, but no movement or twisting or wrinkling of the seat. Rep suggested getting checked since warranty made it no cost to me, My saddle went to FL to be checked and it turned out the tree was broken. Sent back to France and they replaced the tree for free. I ended up getting my saddle back in about 3 weeks. I am in CO, so a longer trip to Florida then VA.
These timelines are also very comforting - do they always leave you a loaner? I was anticipating at least a month if it needs to go for a tree replacement, but I could easily swing a couple weeks even just riding bareback if I had to! @X3allie did you get your saddle new from them or used? @Cherokee you’re saying that the 10 year warranty applies even if you’re not the original owner? I don’t mean to belabor the point since you did just say that, but I just want to make sure I’m clear since when was the last time anything horse-related turned out to be less expensive than you were expecting? :rolleyes:
@Legallygray86 yes! I was getting ready to freak out when she mentioned my tree being damaged, but then she said don’t worry, this tree has a ten year warranty. I bought it used, so I’m assuming it doesn’t matter whether you are the original owner. I didn’t pay anything for my repair…not even shipping.
@Legallygray86 I got mine new, but have a friend who got a used one, and they told her they would stand by the warranty within the time frame, although she has not had to use it. I didn’t get a loaner, but my horse got injured between noticing the squeaking and the rep coming to me, so I was not riding either way.
Update - I’m a saddle hypochondriac I guess 
Flo came out and checked my saddle, tree is fine albeit a bit weakened but for my ammy needs will live on just fine, just the leather rubbing causing the noise I was hearing. I believe I understood him to say that one would have to buy the saddle used from them for the warranty to apply, so since I got it from another dealer I’d be on the hook for repairs - therefore very glad I don’t need to send it out! Super impressed with the level of service though, I’ve never worked directly with a rep before. I’m probably a Voltaire devotee for life now, I only got the saddle originally as it was the only one of many many (MANY) brands at all price points I tried that really fit my horse, but now I love the thing and if they keep up this white-glove service and keep making the comfiest saddle I’ve ever put my butt in, I’m sold!
They really do have exceptional customer service!
