Back to all Reviews
I am really unimpressed. I entered my shipping add...
I am really unimpressed. I entered my shipping address which is different to my billing address. Your computer system defaulted both to my billing address which resulted in this saddle landing in customs in Dublin instead of Northern Ireland which cost me €330. When I went to return the saddle to you your website wouldn't work to take my return and I had to arrange it by email. I am extremely mad over the whole transaction. Your website is at fault and I would like a refund of the €330 customs :(
Reply from The Saddle Bank 12 hours ago
Dear Christina,
Thank you for your message, and I’m sorry to hear how frustrating this experience has been for you.
I’d like to clarify a few points to hopefully provide some reassurance. Our system does not automatically override or default shipping addresses to billing addresses, and we regularly process orders where the two differ without issue. That said, we completely understand how inconvenient this situation has been.
With regard to the customs charges, these are applied by local authorities and unfortunately sit outside of our control. As the saddle has now been returned, you should be able to reclaim these charges directly from customs. We have already provided an invoice and confirmation of return, but if you need anything further to support your claim, please don’t hesitate to let us know.
We would also like to mention that our saddle trials are offered within mainland UK. On occasion, we do our best to accommodate customers outside of this area; however, this can sometimes bring added complications. The main challenge is not the return itself, but ensuring items can move smoothly back into the UK, particularly when working with couriers and customs processes.
Finally, while we always aim to be as helpful and flexible as possible, we are unable to support requests that would involve bypassing customs duties or import regulations, as these must be handled in line with legal requirements.
We’re very sorry again that this order did not go as smoothly as expected, and we do appreciate your patience throughout. If there’s anything further we can do to assist, please do let us know.
Best Wishes,
The Saddle Bank
Thank you for your message, and I’m sorry to hear how frustrating this experience has been for you.
I’d like to clarify a few points to hopefully provide some reassurance. Our system does not automatically override or default shipping addresses to billing addresses, and we regularly process orders where the two differ without issue. That said, we completely understand how inconvenient this situation has been.
With regard to the customs charges, these are applied by local authorities and unfortunately sit outside of our control. As the saddle has now been returned, you should be able to reclaim these charges directly from customs. We have already provided an invoice and confirmation of return, but if you need anything further to support your claim, please don’t hesitate to let us know.
We would also like to mention that our saddle trials are offered within mainland UK. On occasion, we do our best to accommodate customers outside of this area; however, this can sometimes bring added complications. The main challenge is not the return itself, but ensuring items can move smoothly back into the UK, particularly when working with couriers and customs processes.
Finally, while we always aim to be as helpful and flexible as possible, we are unable to support requests that would involve bypassing customs duties or import regulations, as these must be handled in line with legal requirements.
We’re very sorry again that this order did not go as smoothly as expected, and we do appreciate your patience throughout. If there’s anything further we can do to assist, please do let us know.
Best Wishes,
The Saddle Bank
Facebook Reviews
