The Horse in Sport

Dear [redacted] ,Below please find my response to ***’s(hereafter referred to as “client”) complaint.Saddle was taken out on trial dates: 5/02/2016- 5/09/new condition, had not ever been on a horse prior to this date.Met client at the fairgrounds to evaluate fit on present horseSaddle is a British medium tree (the arch that goes across the horses back) which is an average “eventing” horse sizeFlocked (placed wool in panels) saddle (at no cost to client) to better match horses backAt the time, we reviewed that this present horse would not be her long-term mount as she was looking for a larger mountThe tree would work with some minor flocking and probably a shim pad to accommodate the various changes that conditioning would cause.Saddle was sold at deeply discounted price of $3,000.00(copy of receipt available) (saddle range is $4,and up) to help her get into a quality saddle.Client also enjoyed extended payment plan (at no interest) for purchase of saddle, multiple free items and preferred client discounts.Since the above date, client has been in multiple times and expressed how much she “loved” her saddle.No mention was ever made of Chiropractor work being the result of saddle fittingChiropractor adjustments are course for horses in work.In several Face book posts, photos of her jumping were postedThese photos alarmed me as she was jumping in an unsafe position with her upper body too far forward and her lower leg pivoting backward.I made commented to her that I hope she was working on her position, to which she said she was.In mid- May I received an Email from Bliss of London(the manufacturer of saddle) saying that the client had contacted them about a small hole in the flap of her saddle and would someone call her(she had not contacted me)I told Bliss that I would contact the clientWhen I saw the position of the wear mark, I knew that her lower leg movement was causing this excessive wearAt this time a question was raised about warranty, and I told her that it was overlooked in the lengthy payment process and I would get it put into effectI told her at this time that her concern would be considered outside wear and would not be coveredI offered to put a wear leather on both left and right lower edge(at no cost to her) to help with this, but she must correct her leg position or it will keep occurringShe was happy with the repairI told her(times in my log) that I would come out(again at no charge) to rebalance saddle for her new horseI finally went out in August and showed her what was neededDoing a temporary fit adjustment with a towel, I told her to continue her ride and see if this was betterIt was, and saddle was brought to me to be reflocked to fit the new horse as this was the primary fit requirementWhen the saddle was brought in for reflocking, there was even more wear on the lower portion of the flap-wearing on the new thicker replacement area as well as further behind the leg positionThis concerned me as this is indicative of a very unstable leg positionI forwarded more photos that were posted on Face book of client at competition (when asked about competition, client was so happy with the saddle) to Bliss of LondonThey also agreed that excessive wear was due to improper leg position and would continue until a stable position was establishedClient wanted new flaps put on saddle and contacted Bliss again without even coming in to talk with me.I relayed this to the client that the company felt it was excessive wear and would not be covered by them(however, the tree warranty is in effect).On September 18th I forwarded the photos to Bliss so their experts could make an evaluationWe came up with the same conclusionThis is difficult for a novice rider to grasp, but the saddle company cannot be responsible for this.The client also sent a blistering “rating” on the Bliss of London site saying how much she loved the saddle but that their “professional” sold her a saddle that never fitted correctly and that I never sent the warranty in multiple other derogatory statements.For back ground: I have been fitting saddles for yearsI became a Bliss of London dealer after meeting their rigorous qualificationsI went to England and passed the testing administered by The Society of Master Saddlers (an independent organization) and I stand behind my integrity as a fair business personI am disappointed that I was gone around both times when I did not deliver the desired responseThis is disappointing after the client coming in multiple times after the initial question and still receiving preferred client discounts that she was happy to accept.If further documentation is required, I will ask permission of my Bliss contact to share our multiple emails regarding this situation.I do hope this lengthy explanation helps you understand my position.Regards,Tiger A***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Dear [redacted],Below please find my response to [redacted]’s(hereafter referred to as “client”) complaint.Saddle was taken out on trial dates: 5/02/2016- 5/09/2017 new condition, had not ever been on a horse prior to this date.Met client at the fairgrounds to evaluate fit on present horse. Saddle is a...

British medium tree (the arch that goes across the horses back) which is an average “eventing” horse size. Flocked (placed wool in panels) saddle (at no cost to client) to better match horses back. At the time, we reviewed that this present horse would not be her long-term mount as she was looking for a larger mount. The tree would work with some minor flocking and probably a shim pad to accommodate the various changes that conditioning would cause.Saddle was sold at deeply discounted price of $3,000.00(copy of receipt available) (saddle range is $4,000 and up) to help her get into a quality saddle.Client also enjoyed extended payment plan (at no interest) for purchase of saddle, multiple free items and preferred client discounts.Since the above date, client has been in multiple times and expressed how much she “loved” her saddle.No mention was ever made of Chiropractor work being the result of saddle fitting. Chiropractor adjustments are normal course for horses in work.In several Face book posts, photos of her jumping were posted. These photos alarmed me as she was jumping in an unsafe position with her upper body too far forward and her lower leg pivoting backward.I made commented to her that I hope she was working on her position, to which she said she was.In mid- May I received an Email from Bliss of London(the manufacturer of saddle) saying that the client had contacted them about a small hole in the flap of her saddle and would someone call her(she had not contacted me). I told Bliss that I would contact the client. When I saw the position of the wear mark, I knew that her lower leg movement was causing this excessive wear. At this time a question was raised about warranty, and I told her that it was overlooked in the lengthy payment process and I would get it put into effect. I told her at this time that her concern would be considered outside normal wear and would not be covered. I offered to put a wear leather on both left and right lower edge(at no cost to her) to help with this, but she must correct her leg position or it will keep occurring. She was happy with the repair. I told her(4 times in my log) that I would come out(again at no charge) to rebalance saddle for her new horse. I finally went out in August and showed her what was needed. Doing a temporary fit adjustment with a towel, I told her to continue her ride and see if this was better. It was, and saddle was brought to me to be reflocked to fit the new horse as this was the primary fit requirement. When the saddle was brought in for reflocking, there was even more wear on the lower portion of the flap-wearing on the new thicker replacement area as well as further behind the normal leg position. This concerned me as this is indicative of a very unstable leg position. I forwarded more photos that were posted on Face book of client at competition (when asked about competition, client was so happy with the saddle) to Bliss of London. They also agreed that excessive wear was due to improper leg position and would continue until a stable position was established. Client wanted new flaps put on saddle and  contacted Bliss again without even coming in to talk with me.I relayed this to the client that the company felt it was excessive wear and would not be covered by them. (however, the tree warranty is in effect).On September 18th I forwarded the photos to Bliss so their experts could make an evaluation. We came up with the same conclusion. This is difficult for a novice rider to grasp, but the saddle company cannot be responsible for this.The client also sent a blistering “rating” on the Bliss of London site saying how much she loved the saddle but that their “professional” sold her a saddle that never fitted correctly and that I never sent the warranty in multiple other derogatory statements.For back ground: I have been fitting saddles for 40 years. I became a Bliss of London dealer after meeting their rigorous qualifications. I went to England and passed the testing administered by The Society of Master Saddlers (an independent organization) and I stand behind my integrity as a fair business person. I am disappointed that I was gone around both times when I did not deliver the desired response. This is disappointing after the client coming in multiple times after the initial question and still receiving preferred client discounts that she was happy to accept.If further documentation is required, I will ask permission of my Bliss contact to share our multiple emails regarding this situation.I do hope this lengthy explanation helps you understand my position.Regards,Tiger A[redacted]