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AVOID SENDING YOUR SADDLE HERE!!
AVOID SENDING YOUR SADDLE HERE! I set a saddle to this company in very good condition. I took before photos and videos before it went, which are dated, as is the cctv footage of DPD picking it up to show that shortly after the videos the saddle was shipped. Following an inspection, the saddle bank did not wish to sell and returned the saddle. When the saddle arrived back, there was significant damage to the leather which I photographed immediately and lodged a complaint with the company. The lack of responsibility taken by the saddle bank is horrendous. I imagine the saddle has been damaged during testing and their only evidence sent to me was cctv footage of it being packed which was grainy and the saddle had its cover on it so could not show the condition whilst being packed. I am shocked that a company handling other people possessions do not take before photos prior to repacking. They have now left me with a damaged saddle which will now have to be discounted if I wish to sell it privately. They have simply washed their hands of responsibility over this. My best guess is that it has been accidentally damaged and they are trying to cover this up by playing ignorant. The box it came back in was completely undamaged which I sent a picture of to the saddle bank so I doubt it was damaged during transit. It is sickening to treat customers in this manner when you have been trusted with expensive and valuable items that people have worked hard to afford.
Reply from The Saddle Bank 5 hours ago
Hi Sophie,
We're very sorry to hear how disappointed you are and for any stress or inconvenience this situation has caused.
The reason we were unable to proceed with your saddle was not due to its cosmetic condition, but because our inspection identified significant creaking within the tree. As we explained at the time, this is something that must be thoroughly investigated before the saddle is sold or used again, as it could indicate a structural issue and therefore a potential safety risk.
We receive thousands of saddles into our workshop every year, and while we are able to accept the vast majority, we do occasionally have to reject saddles where we have concerns about the integrity of the tree. Had we been satisfied that the tree was sound, we would have been more than happy to accept the saddle into stock.
With regards to the scratch you have highlighted, we take the utmost care with every saddle entrusted to us and would never knowingly return a saddle with damage. The CCTV footage we provided was intended to demonstrate the care taken during our packing process before the saddle left us. Unfortunately, as the saddle was covered for protection during packing, it cannot verify the cosmetic condition at that stage.
We completely appreciate that this has been frustrating for you. We are genuinely sorry that you feel we have let you down on this occasion.
Our offer remains open. If you have the saddle professionally inspected and the tree is confirmed to be structurally sound, we would be happy to purchase the saddle outright from you at the agreed price.
We always aim to do the right thing by our customers and would welcome the opportunity to resolve this matter positively.
We're very sorry to hear how disappointed you are and for any stress or inconvenience this situation has caused.
The reason we were unable to proceed with your saddle was not due to its cosmetic condition, but because our inspection identified significant creaking within the tree. As we explained at the time, this is something that must be thoroughly investigated before the saddle is sold or used again, as it could indicate a structural issue and therefore a potential safety risk.
We receive thousands of saddles into our workshop every year, and while we are able to accept the vast majority, we do occasionally have to reject saddles where we have concerns about the integrity of the tree. Had we been satisfied that the tree was sound, we would have been more than happy to accept the saddle into stock.
With regards to the scratch you have highlighted, we take the utmost care with every saddle entrusted to us and would never knowingly return a saddle with damage. The CCTV footage we provided was intended to demonstrate the care taken during our packing process before the saddle left us. Unfortunately, as the saddle was covered for protection during packing, it cannot verify the cosmetic condition at that stage.
We completely appreciate that this has been frustrating for you. We are genuinely sorry that you feel we have let you down on this occasion.
Our offer remains open. If you have the saddle professionally inspected and the tree is confirmed to be structurally sound, we would be happy to purchase the saddle outright from you at the agreed price.
We always aim to do the right thing by our customers and would welcome the opportunity to resolve this matter positively.
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