ComplaintsforStubben North America

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My 1st saddle ordered,arrived on 2-24-23, and did not fit myself nor my horse properly. I was required to pay $5,062.82 in total prior to my saddle being shipped. I paid the balance in full on 2/18/23. The 1st saddle was pinching my horses ************ knee was over the saddle flap, causing bruising. ******* told me everything fit just fine. I insisted something was not right and asked to speak with a supervisor. The master ******* was sent a video on March 6th & he agreed it was not the correct tree size for my horse. ******* realized she ordered the incorrect size & made a mistake. Measurements of me or my horse were never taken. Due to her admitted mistake, a 2nd saddle was ordered 3-9-23. The 2nd saddle arrived on June 1st, 2023 and did not fit correctly. I was told by ****** to purchase a $300 shim pad to "make" the saddle fit. What was the purpose of paying $5,062.82 if I needed to buy a pad to make it work? The 2nd saddle's metal was not slate, which I paid extra for and the flaps were not forward. 6-3-23, I emailed the master ******* stating the 2nd saddle did not fit properly. I was told that ****** could not come out to look at the saddle until November of 2023. So I waited for him to adjust my saddle for 5 months. On Nov 16th, 2023 ****** arrived to WI to wool flock my saddle. I was told I still needed to use the pad as the saddle was still not fitting properly. I emailed him on Nov. 26th, 30th, Dec.5th, Dec. 29th and called and text on Dec. 29th. I have contacted the customer service number with ****************** and their voicemail says they are closed even though it is during their open hours per their voicemail. I've asked to return the saddle multiple times and they will not allow it even though there policy states you may return custom saddles or their promise is to guarantee the saddle will fit. Neither saddle fit me or my horse. They state if all options are exhausted they will refund, yet they have ignored all of my attempts to return this product.

  Business response

  04/03/2024

  ************************* has been offered a refund after we felt all efforts were exhausted.
  As of today, 04/03/2024, we are awaiting the return of the saddle so that we may mail her a refund check.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered a custom saddle through the previous area representative in August of 2022. I paid $2412.50 on August 16, 2022 as the deposit. Then I paid an additional $2412.50 on November 8, 2022 then I was informed that the saddle was ready to ship. I received the saddle the following week and reached out to my rep to come out and check the fit of the saddle- which I voiced my concerns that it did not fit at that time. She said she would come out within 14 days, per your company's policy, but that never happened. I reached out several more times, but again, no one came out to see it. I knew right away that the saddle was a poor fit. I tried telling her that and I was assured that it would break in and fit right. She had me send it to the Stubben repair shop to help break it in faster and I admit, it did help a bit. But the saddle still didn't fit the way it should fit. And I was told that I wasn't allowed to have another saddle fitter out because it would void my warranty. What's the point of a warranty if customer service won't take care of you anyway?I then reached out to Stubben directly. They forwarded my information to the new rep covering ***********'s area since she left. It has been months and months, and I still can't get anyone out to look at it. It's not her job to make it work either- I didn't buy the saddle from her and I don't feel I should pay for her to come out when it's clearly a bigger problem at hand.My gut still told me that it doesn't fit my horse and I don't want to hurt him. So, I had an independent fitter out since Stubben clearly doesn't care the comfort of my horse. Stubben's customer service has been despicable as a whole. I have been ignored and my horse has been quietly suffering for it. The independent fitter said that this saddle should never be used on my horse. It's not a matter of flocking, it's fundamentally a bad fit. Stubben should have known that and been honest about it. I guess money is all that matters to them.

  Customer response

  02/12/2024

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Stubben North America regarding complaint ID ********.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  01/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I began working w/ SoCal rep ************************* on 05/05/23. At my initial appointment no tracings or measurements were taken as she fit off of her eye. She said in 13 years of doing this only one saddle has ever been returned. We confirmed my current saddle was not an ideal fit for my horse. I test rode in multiple demos to see what would work. Due to my budget, I opted to find something used first. 5/29 ****** texted that a used saddle came in that looked promising. I was told of the seven day return policy. ****** reached out on 06/02 the warehouse in ******* was taking 3 wks vacation. If I didn't want further delay I might want to buy it now. She also suggested a tree replacement to provide the best chance at fitting. I agreed and received it early July. It did not fit. I was told I voided the ability to return it because of the suggested modification. ****** came back out 06/15 to check on the fit and try more options. I received a second used option to try at the end of July, it also did not fit. I was told custom would be the best option. I ordered a fully custom saddle 08/08. It arrived 11/01. I had doubts on the fit. My horse came up incredibly back sore, my vet came out 11/08 and noted her findings. He was placed on a course of muscle relaxers. ****** came back out 11/14. She said adjustments could be make and it was sent back to VA. It returned early December. The channel was incredibly narrow and when I sit in it there is little wither clearance; adding a half pad would further compromise the fit. I am not comfortable riding in it as I risk further injury to my horse. ****** came out 12/11 and declared it a "perfect fit," and that nothing else could be done. She provided a number for ***** her GM. It was a general line. Left VM's and had two brief convos where someone stated he got the message and would be in touch. No response. Two emails have also had no response. I do not believe Stubben has any ability to fit my horse and we have exhausted all options.

  Customer response

  01/23/2024

  Good morning, 

   

  Stubben emailed me with an unsatisfactory response that they provided the customer service intended. No offer to refund/exchange/ or credit me in anyway was made for my financial hardship. 

   

  Thank you, 

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After ordering my custom saddle in August 2022 and finally receiving it at the beginning of February 2023 (after several delays and misinformation by ******), I have had nothing but headaches from Stbben. As required by ******, I immediately contacted my fitter after receiving the saddle. She informed me that she would come out in a few weeks to check the fit once I had gotten a few rides in it. I never heard from her after that. In March 2023 I did reach out again to schedule her to come out. Once again, I never heard back from her. My horse was slowly starting to develop back/lumbar soreness and issues that could very well be coming from poor saddle fit which has been documented by our veterinarian.Fast forward to July 30th, my horse is now unridable. I reached out to *** again. Her answer to this time was that she was off to Ireland for the month and would not be able to come out.Her answer to my issues and the fact that she has yet to uphold the agreement of checking my saddle fit once it was ridden in initially, was for me to send her pictures. She stated that she could rule out issues with the pictures. I did tell her that there was also significant bridging in the middle of the panel on one side, I was told this was normal for ******'s spring tree.Based on the pictures she was somehow able to determine that the saddle fit AND if I added a half pad it would help my horses back soreness issues. Although I was reluctant to do this, she was a certified fitter with Stbben and I put my faith into her and the company. So with all this being said, I have had my saddle 8+ months, ****** has not followed through on their side of things concerning the required fitting recheck after receiving the saddle. Which they even state in their policy. The saddle is way too tight on the top of his back and I was also told that the saddle is too long for my horse, and sits on his last rib, which explains all of the lumbar issues we are having.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a custom saddle June 29th of 2022. The saddle was supposed to take 12 weeks to arrive. The saddle did not arrive until February 13th of 2023. When the saddle arrived there were several issues. A saddle fitter ended up having to bring the saddle to me personally because it was originally lost in the mail for a couple days and return to *************************. When I received the saddle it was quite evident that the saddle did not fit. It's at flush to my horse's back and very snug against my horse's shoulders. The saddlefitter advised that the saddle would break in and that the saddle would eventually fit. That the leather was currently two stiff. I advise the saddle fitter that I did not see how that was possible because the saddle was spinning against my horse's spine. The saddlefitter advised that I needed to ride in the saddle several times for 15 minutes each time. So, for his recommendation that we can I rode in the saddle and my horse was very out of character and began bucking and throwing his shoulder out. It was pinching his back and his shoulders. When I remove the saddle he had a small saddle sore or blister on his spine where the saddle had been rubbing him. I contacted the saddlefitter immediately and told him that the saddle was not fitting my horse. The saddlefitter appeared to take it very personally but agreed begrudgingly to come out and look at the saddle that Wednesday. When he arrives he began advising me over and over again I needed to continue to ride in the saddle for 15 minutes at a time to break the saddle in. I advise him that it was obvious it was hurting my horse. And that I did not think it was a good or safe thing to continue doing. He told me I needed to continue to do this and that the saddle would eventually break in. I rode one more time in the saddle and my horse reacted very negatively towards the saddle being on him. He was still bucking and acting like something was hurting him. I have another saddle that I'm able to ride in in he does not respond this way. My horse is a very common gentle animal under 90% of the circumstances. At that point I attempted to contact the saddlefitter again and he would not return my calls. I contacted a saddle fitter that did not work for any saddle brands and he looked at the saddle and advised that he in his opinion, did not believe that the saddle could be fitted to my horse because the saddle was too large! And that the saddle would need to be entirely remade. I attempted to contact Stubben to reiterate this and got no resolve. I have many emails and many texts going back and forth with the points of contact that I have for this organization and began dealing with a gentleman named *************************. He advised that they would resolve it and has since refused to answer my phone calls or emails. My horse trainer has also attempted to resolve this issue as a mediator. With no resolve! ****** initially said that the saddle could be returned and they would either remake the saddle while intermittently provide a demo saddle until one could be provided and promise that it would not take as long as the original. Apparently he has rescinded this offer because he is no longer returning emails or phone calls either. Pictures and emails along with phone calls have gone back and forth. With no resolve. The saddle was identified as not fitting within the first try. And again within 5 days of receipt.There are emails and tax going back and forth between myself and the saddle fitter with proof of this correspondence.I have a $4302.00 saddle that I am unable to utilize. I would like to saddle either replaced or refunded.I have more documentation than I am allowed to upload into your system. I have tons of email going back and forth!

  Customer response

  06/12/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Stubben North America regarding complaint ID ********.
  
  Regards,
  
  *********************************
  

  Business response

  04/03/2024

  ********************************* was refunded after her saddle was returned 05/16/2023.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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).

  Customer response

  11/22/2021

  Good afternoon,

  
  

  Yes. Please mark it resolved.

  
  

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