Business ProfileforStubben North America

I ordered a “custom” saddle on 5/11/21, following a fitter with Stubben brand representative Morgan S******. At the fitting, I was told my current saddle (also custom fit) was not good for my horse because the panels extended past the last rib and the saddle relied on heavy front gussets to provide wither clearance. I was told that Stubben’s U shaped head plate and long tree points would provide clearance structurally, so that flocking would not be needed to clear the withers. I received my saddle on 10/1/21. On 10/2/21, I emailed Ms. S****** to let her know that the saddle did not provide wither clearance and was told she’d come to see what was going on. After some delay, Ms. S****** adjusted the flocking on 10/19. On 10/24/21, I again contacted Ms. S****** to inform her that the flocking had already compressed and we were back to no clearance. I was told to use a half pad (a corrective pad) until the saddle broke in. I received a call from Keith B at Stubben on 10/28/21 explaining that the half pad would be a solution and that some horses are impossible to fit. Stubben adjusted the saddle at its VA headquarters the week of 11/8. I received the saddle back on 11/13. The saddle still sits on my horse’s withers, and now pinches his trapezius to the point he is reluctant to move out. I emailed photos to Stubben on 11/14 and 11/14. I followed up via phone call to the VA office and text to Mr. B***** on 11/15. On 11/16, I was informed that the fit issue cannot be proven and the office will have to discuss things. I have now been waiting 8 weeks. I do not believe it can be made to fit. I think the fitter made errors when measuring my horse for the saddle to determine fit (measurements were visual and approximate: 1 saddle — with a corrective pad because it was not his size — was put on him (the other options were out of my price range. I was not told I might need a corrective pad for the custom/correct size, and was assured the tree would create clearance).