J.M. Devoucoux, Inc. Complaint - Customized Saddle
PALISADES PARK, NEW JERSEY -- I was promised a customized saddle for my horse in 8 weeks time, guaranteed to fit upon delivery. When it arrived it didn't fit at all, rocking back and forth on my horse's back, completely unbalanced. Afraid to ride in the saddle because it fit so poorly I called for the CEO of the company, who had fitted the saddle, to come and evaluate it and he refused. He insisted that I ride in it. I did and as a result my horse and I were both injured by it. I had an equine vet examine the saddle and my horse's back and she said she'd never seen such an ill fitting saddle in her life. She found that my horse's wither was sore from pressure points on and that the saddle tree was crooked. The padding was uneven causing the saddle to bounce all over my horse's back. My OBGYN saw me for a terrible abrasion that I received after riding in the saddle and I was unable to ride for 2 weeks. I also had a master saddle maker take a look at it. He concurred with the vet, that the saddle didn't fit my horse or me! He pointed out how poorly the saddle fit my leg and my seat size was incorrect. He also criticized the padding on the saddle and noted how unbalanced the saddle was. Having lost all faith in the company and seeing how badly they misrepresented themselves I requested a refund after the saddle injured myself and my horse. The CEO refused to refund my money. Since that time my husband and I have tried contacting him over and over again by email, US Postal Service and phone calls. Every time we call and are asked who is calling they say that the CEO is unavailable. I have received no refund, no letter of apology, no nothing! Clearly the saddle did not conform to the order and I expect a refund. The fact that the company refuses to speak to us certainly speaks for itself. We offered for them to come back to the barn to see how badly the saddle fits on our horse but they have not responded to that offer as well. We are truly amazed at how little they care about their customer service and their reputation considering the horse industry is quite small and word of mouth means everything.