Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When *** called asking me for my social security number ****** said do not give it to them. The *** agent called me on her personal cell phone number asking me for my social security number and I thought it was a scam. I have attached the emails from the merchant and *** regarding this. We both thought it was weird. I would have gladly paid the dues for the import of the products I ordered from Dark horse Saddlery but didn't not understand why they needed my social security number to do so. I had to pay for shipping again when the merchandise was returned to the store because I had already paid her in full for the products I ordered. I asked ****** to take it up with her financial institution rather than waste her time trying to deal with *** but she chose to spend hours dealing with USP instead. I knew that if I didn't pay the second shipping fees to dark horse Saddlery I would never get the items I purchased and would be out a lot more than $120. I have attached the emails from ****** to ***. ***** for several times is $452.27 US dollars.

  Business Response

  Date: 20/10/2023

  The customer didn't receive the *** shipment because she refused to give *** representative the information for it to clear customs. They required her social security number in order to apply customs and due taxes. the customer refused to give the information and in turn got into a heated argument with the *** customs agent.  The *** customs agent sent the shipment back to me, due to the customer not paying the duty and taxes owing.

  Once the shipment was returned me me the customer agreed to pay the new shipping fee with another courier service, as she refused to have *** as the courier service. I agreed to sip the saddle to her again with the now requested ***** courier service,. I felt bad for her that *** caused such a problem that I offered to see if I could get her funds back from *** since the shipment had not been delivered as paid for.  *** caused me nothing up hours of phone calls, emails with no refund returned.  

  Shipping/courier companies are out of my control, I don't own the courier, it is a 3rd party service. If the customer would have just gave *** the information they required instead of invoking and argument the shipment would have been delivered to her once it cleared customs.

  I have done all I can do for her.  Her complaint is with ***. This is just another example of why to never go above and beyond to help a customer, because then they except you to fix the problems that they created.

  She then doubled down and complained about the *** charge. I explained to her that I was required to charge ***, as I do not have an exception from charging it. The government provides forms for those that wish to apply for a refund if .

  She wanted me to do that for her as well. 

  Business Response

  Date: 26/10/2023

  I don't wish to entertain this he said she said. As there is always a personals slant to the complaint. Yes, I told her that it was not a good idea to give a random person your social insurance number without varifying the call. I advised her to do so by calling *** directly and verifying it was them.  That information was conveniently omitted by my customer..  So there fore, I see it is a pointless waste of all inmoved time picking away at every tiny detail.  The facts are still the same, the customer refused to give the REQUIRED INFORMAITON and to ARRANGE PAYMENT for the border fees. This is not my concern, it is between a 3rd party, the courier service and the customer.  My involvement and mistake was based on above and beyond my scope of making anything happen. This I have made a note to not get involved again with 3rd party customer issues.

   Clearly the issue started at the point when the customer refused to not pay the border fee and personally attached the at home *** agent causing the war where the *** agent used her rights to refuse the package and further irritate the customer. The customer stated the problem and recruited me to fix it. I stand behind what I have stated and have no reason or want to continue this knit picking of blame.

• Initial Complaint

  Date:13/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a saddle from Dark Horse Saddlery and when it arrived in March of 2022, it did not fit my horse. I immediately told Dark Horse saddlery. I spent several months working with emails and trying to get the product to work. In November 2022 I sent the saddle back to the manufacturer for a warranty return (refund) due to it not fitting and to receive my money back. The manufacturer has received the saddle as of December 2022, and dark horse saddlery is refusing to return my money related to the warranty return. Our last email communication was February 2023. I have all communication in email if needed.

  Business Response

  Date: 24/03/2023

  I am continuing to work directly with the customer.  This is a warranty issue with the manufactuerer, my effort to help has resulted in this action.  Learned ****** to say out of waranty issues from now one.  I have been and will continue to work directly with the customer, third party actions just muddy the water.

  You are very aware of the situation as she has included the email thread.

  Nothing more to add as I said it is just a warranty issue with the manufacturer, I'm just hte middle person.

• Initial Complaint

  Date:14/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a package which was to include a saddle and several other items. The package arrived missing an item (a *******). I contacted the seller, she agreed to send the item. I did not receive it so I contacted her again- she said the cost of shipping was more than the item was worth. This is not true but more, I am not at fault that she forgot to include it when she shipped the other items. I would like the item sent as was the original agreement