Business ProfileforThe Tack Shop of Lexington, LLC

I recently placed an online order for three items. When the package arrived it only contained one of the items. I assumed the other items shipped separately and waited a day or two before calling the store to follow up. When I called, the woman I spoke with was courteous, apologetic, and promised a resolution. Since it was the weekend she informed me she would need to inform her boss, Abby, and would have her call me on Monday. When Abby called on Monday her objective was not to find a resolution. She came armed with "surveillance video" of an order being packed and snidely remarked that she would not provide a refund or replacement for this reason. I asked to see this video and she did email a video to me. It shows someone packing an order on 7/22... days before the order actually shipped out on 7/25 per tracking. After viewing the video I responded to her email saying that I am certain there were two items missing from my package. As far as her "video" is concerned, packing an order on 7/22 and sending it out on 7/25 leaves a large amount of time unaccounted for between packaging and when UPS took possession of the package. Furthermore, Abby has "advised" me to contact UPS to report a problem with my package. I reminded her in my email response that the shipper must contact the shipping company since their contract is with the shipper. She has never responded. This has been a very disappointing and time consuming experience. I have since filed a dispute with my credit card company and will be sharing this experience with barn friends, trainers, and across every platform I encounter. Abby is arrogant, rude and unprofessional. Like others have echoed, there are many other stores to do business with. I strongly encourage anyone reading this to save yourself the headache and avoid The Tack Shop of Lexington.

Hi Roxanne, we’re sorry that your experience was less than expected. The order in question was received by us on Friday, 7/22 at 4:57 pm. All three items were immediately packed that evening at approximately 5:15 pm, and prepared to ship. Surveillance footage from that evening reflects all three items were packaged. The package was set for UPS’ next available pick-up time, being Monday afternoon, 7/25. Verifiable by UPS confirmation, the box was retrieved Monday afternoon and delivered the following day, Tuesday, 7/26. It was 10 days after the delivery of the package we received a call regarding the missing items in the order. Unfortunately, since the box had been discarded and no photo evidence of potential damage to the package was documented, we were unable to file a claim as per UPS policy. As a small business, we are able to take personal care that each online order placed is properly packaged and shipped out in a timely fashion. We apologize for your dissatisfaction in our resolution regarding your order.