A Surprisingly Good Customer Service Experience

There are times in life where… stuff just happens hahaha. When I put my Dressage saddle up for sale, I cleaned it up, took some quick pics, and threw them on facebook. After a few weeks of no bites, I brought it home for a proper deep clean and glam photo shoot.

That was when I noticed this…

UGH. So I looked back through the other pics… and I clearly should’ve looked closer at them at the time.

Remind you, it has now been WEEKS since I took that second pic… But that didn’t stop me from rifling through the grass at the barn trying to find that tiny screw cover. Not surprisingly, I came away empty handed.

I figured that it was probably worth buying the new piece (if the cost was reasonable), so that I was sending off a 100% intact saddle to a new owner. (IF I EVER FIND A NEW OWNER)

So I shot Stubben’s North American team an email. Mind you, I bought this saddle second hand and not from Stubben… So while I am someone that rides in Stubben saddles, I am not exactly a Stubben customer.

They emailed me back within a couple of hours asking for my address and the serial number of my saddle. I sent both off and waited for the cost. The email I got back, “Thank you! I will see if we have an extra one hanging around, and I will drop it in the mail to you.”

It arrived on Monday and screwed right in, like the original piece. It was pretty refreshing to have a quick and painless interaction with a saddle company.

And since I have no shame, here is a link to the ebay listing again: Click Here


18 thoughts on “A Surprisingly Good Customer Service Experience

    1. It really is. My expectation was to either get a “nope. sorry” after a week… or a “Sure, that will be $75 + $10 shipping”. Never did I expect to have the whole thing resolved in 24 hours at no cost to me haha.

      Liked by 1 person

  1. that’s awesome! i had a similar experience with Bates when i first bought my jump saddle and it was missing the logo’d cap on the head nail, they just up and sent over a new nail. i guess stuff like that is relatively common and superficial, but can make a big difference in marketing, so they’re quick to help?

    Liked by 1 person

  2. That’s great! I had a similar experience with M Toulouse. I had misplaced my tree-adjusting tools, shot them a note to ask if I could buy them, and instead they just mailed me a new set. Seamless, super easy and really good customer service is the best!

    Liked by 1 person

  3. I am so glad they helped you out. I have to say Stubben customer service was great for me too and I was buying a demo so it wasn’t like high end (Well high end for me it was) LOL! NOW LETS SELL THAT SADDLE!!

    Liked by 1 person

  4. Yayyyy! I love hearing about good customer service! When one of the tabs on my year old Majyk Equipe boots broke they sent me 4 new straps with tabs for FREE. Cost me $10 to have a cobbler replace the broken one. So quick and painless.

    Liked by 1 person

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