Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a custom saddle in March 4 2025. I paid a deposit of $750.00 at that time finally payment to follow when complete of $750 which was paid prior to shipping. I finally received said saddle April 16. It was NOT what I ordered or expected. I immediately asked to return the saddle for a refund. The owner apologized and asked if he could right the situation and make another saddle. The owner said he would accept the return and make a new saddle for me per my spec's. On April 18, owner received my request for the saddle making and I was assured that I would get a replacement in 3 weeks. As part of the purchase, the saddle shipment and return shipment if necessary is paid by the seller. Saddles are guaranteed to fit you and your horse, if not returns are accepted with full refunds. I requested a return label for the 1st saddle on April 16. I finally rec'vd the return shipping label on June 6. I had still not received the second saddle as promised. I continued to ask for details on the progress of the second saddle . The owner continued to make promises that the saddle was going to be shipped any day. By July I was completely fed up with this person and his promises. I asked for a full refund which he agreed to. I only received $750.00 (1/2 of price). He asked for the return of the first saddle which I finally sent on July 28. He received the return on July 31. I have requested the balance of the refund to be sent to me asap with no success. I have given this owner ever opportunity to co operate with me. He always has an excuse. This person makes promises that he can't delivery. You pay up front and wait for the product way pass the time limit needed to produce something this simple. I have bought many saddles over the years and never ever had a problem with purchases. This person is not to be trusted. Buyer beware.

  Customer Answer

  Date: 08/29/2025

  The name of the owner of business and the person I communicated with his **** *******

  Email address is:
  ***********************

  thank you

  Business Response

  Date: 08/29/2025

  We have already informed the customers that a refund will be forthcoming less the shipping costs.

  We do not want to delve into any unnecessary corresponding dialogue and refrain from commenting on the customers story.

  We ultimately want to resolve the refund within the next 14days after calculating the shipping costs.

  Thanks

  Customer Answer

  Date: 09/02/2025

  
  
  Complaint: ********
  
  
  
  

  I am not rejecting this offer, however, if I do not receive the refund in the 14 days as promised, I will reach out to the BBB again. The owner has had over a month to refund the money and just keeps promising such. There was nothing said about return shipment charges. If I had known, I would have paid for shipment up front. If the shipment charge is over what it should be, I will issue another complaint. 

  Shall see what happens next. 
  
  
  
  Sincerely,
  
  
  
  ******** *********