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:02/10/2025

  Type:Product 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.

  I was supposed to receive a refund from this company for a saddle pad. The order was placed over a year and a half ago, and I assumed they refunded me. On 1/7/25 I received an email stating they were preparing to ship this saddle pad. I immediately got on the phone and explained to the man this order was canceled over a year and a half ago. To please refund me and not ship it. I don't even live at that address anymore. He assured me he would refund me. A few weeks later I checked and still no refund. Contacted the company numerous times about this issue, instead of refunding me it appears they went ahead and shipped the saddle pad anyway to the wrong address. I contacted them numerous times about this issue to no avail. I informed them on the seventh I hadn't lived in that address in over a year and this item should've been canceled a year and a half ago. The response was very rude and inconsiderate. I received no saddle pad (that I canceled anyway) and no refund. I expect a full refund of my money. I appears I am not the only customer this company has scammed.

  Business Response

  Date: 02/11/2025

  Subject: Final Notice Regarding Order Discrepancies and Legal Actions
  Dear E******** *****
  This letter serves as a final statement regarding our previous communications and transactions to address the ongoing disputes and clarify our position comprehensively.
  Order and Fulfillment Details: On August 18, 2023, at 8:27:33 AM, you purchased two saddle pads from us. The first pad, a purple one, was in stock and delivered promptly to you at Wetumpka, Alabama. The second pad, initially backordered, was substituted at your request for a white saddle pad, which you acknowledged as "even more beautiful." In appreciation of your flexibility and as a gesture of our commitment to customer satisfaction, we included two additional bonnets valued at $100, to which you responded positively, stating "it is a very good deal."
  Positive Feedback and Acknowledgment: On September 13, 2023, you confirmed via messenger that you received the white pad and expressed great satisfaction, stating: "I received the pad, I love white even more than the other one." Additionally, you thanked us for the free gifts, remarking "they are beautiful." This appreciation and acknowledgment of the products and our service clearly indicate that all items were delivered to your satisfaction in 2023.
  Subsequent Misunderstandings and Mistaken Shipment: In January 2025, due to a system error, another saddle pad was inadvertently sent to your previously registered address. Upon notification of this error, you informed us of your relocation and requested a refund. As per bank regulations, we are unable to ship to any address not originally specified in the order; however, this point became moot as the shipment was a mistake, and no additional product was owed.
  Your Response and Actions: Regrettably, instead of acknowledging the error and the closure of your original order, you viewed this as an opportunity to demand money for an item that had already been settled in 2023. Your actions escalated to public threats and advisories against our business, urging potential customers to refrain from purchasing our products, which has directly impacted our reputation and financial standing.
  Legal Notice and Attachments: We have previously issued a cease and desist letter to address these unfounded claims and harmful actions. Attached to this email, you will find a copy of the correspondence with you, the cease and desist letter, and an internet fraud report. This communication, including all attachments, will be retained as evidence in any forthcoming defamation lawsuit against you.
  Request for Apology: We are seeking a formal apology for the distress and damage caused by your actions. This apology should acknowledge the misunderstanding and confirm that your claims against our company were unfounded. We expect this apology to be issued publicly, as well as directly to us in writing, within ten (10) days from the receipt of this letter.
  We urge you to cease all defamatory activities and retract your statements immediately. Failure to comply with these requests within the stipulated timeframe will compel us to take further legal action to protect our interests and seek reparation for damages incurred due to these incidents.
  Thank you for your immediate attention to this serious matter. We prefer to resolve this issue amicably, if possible, and urge you to reflect on the situation constructively.
  Sincerely,

  Customer Answer

  Date: 02/12/2025

  
  
  
  
  Complaint: 22916644
  
  
  
  I am rejecting this response because:

  The seller's response is nonsense. The matter is plain and simple. They sent a saddle pad that should've been canceled and refunded, according to the gentleman I spoke with in January. He clearly stated he would not send out the saddle pad that I did not want and refund me. I informed the gentleman that the address was incorrect anyway, and I had not lived at that address in over a year. Instead of canceling and refunding, he made the mistake of shipping a saddle pad to a wrong address after I had informed him. I no longer live at that address, did not receive any saddle pad and did not receive a refund. I expect a refund and will continue to seek justice. This company has bad reviews from other buyers with this type of situation as well. If you search the Internet, you can find these complaints on this company.
  
  
  
  Regards,
  
  
  
  E******** ****
  
  
  
  

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 02/15/2025

  
  
  RE: Clarification and Resolution of Outstanding Concerns
  Regarding Order Fulfillment
  Dear Ms. D***,
  We acknowledge receipt of your recent communication and
  appreciate your engagement on this matter. Pursuant to your assertions, we
  provide herein a detailed elucidation of each point of contention, supplemented
  by pertinent documentation and prior correspondence, to unequivocally clarify
  the status of your transactions.
  1. Order Fulfillment and Delivery Verification:
  On August 18, 2023, at 8:27:33 AM, you executed a purchase agreement with our
  company for two saddle pads, specified as burgundy and brown. This transaction
  was duly recorded and acknowledged by both parties. Subsequent to your order,
  both items were delivered to your specified address in August and September
  2023, respectively. You explicitly acknowledged receipt of these items, notably
  expressing satisfaction with the substitution of a white saddle pad for the
  originally ordered brown pad, which was unavailable due to inventory
  constraints. This substitution was accepted by you, and additional products
  valued at $100 were provided as a compensatory gesture, for which you expressed
  gratitude.
  2. Issue Pertaining to Misdirected Third Pad:
  In January 2025, a clerical oversight resulted in an unsolicited saddle pad
  being dispatched to your previously registered address. It is imperative to
  note that this incident did not constitute a fulfillment of any new or extant
  order and was promptly recognized as an internal error. As such, no obligation
  for payment or refund arises from this inadvertent shipment.
  3. Refund Eligibility:
  Given that the erroneously sent saddle pad was neither requested nor part of an
  agreed transaction—and considering that it was dispatched to an address no
  longer affiliated with you—we maintain that there are no grounds for a refund.
  Your complete and satisfactory receipt of the originally ordered items has been
  well-documented.
  4. Public Statements and Potential Defamation:
  We are duly concerned by your public advisements against patronizing our
  business, predicated on alleged non-fulfillment of orders. Such assertions are
  demonstrably unfounded and potentially damaging to our business reputation.
  5. Demand for Confirmation before the Better Business
  Bureau (BBB):
  We hereby request that you formally confirm, before the BBB, the receipt of a
  burgundy and a white saddle pad in 2023, and disclose whether any third pad was
  legitimately purchased from us.
  6. Legal and Monetary Recourse:
  In light of sustained reputational damage and consequent financial losses
  instigated by your actions, we are prepared to seek monetary reparation
  amounting to $1 million USD, reflective of the exposure sustained by our social
  media accounts and broader marketing channels. Failure to retract defamatory
  statements or to cease unwarranted demands may compel us to initiate formal
  defamation proceedings.
  Conclusion and Recommendation:
  We urge a thorough review of the enclosed facts and supporting documents. We
  remain committed to an amicable resolution of this matter but will not hesitate
  to pursue legal remedies if necessary. We strongly advise you to consult
  with an attorney to understand your rights and obligations concerning this
  matter.
  Reservation of Rights:
  Please be advised, further correspondence on this matter will be limited unless
  new information is presented. We reserve the right to terminate communication
  if accusatory or demanding behavior continues post this clarification. We
  appreciate your prompt attention to resolving these issues constructively.
  Sincerely,

  Customer Answer

  Date: 02/18/2025

  
  
  
  
  Complaint: 22916644
  
  
  
  I am rejecting this response because:

   

  Your response is ridiculous. I ordered a brown saddle pad over a year and a half ago, it was not in stock and I called and was told it would ship within 30 days or I would get a refund. I never received the pad, and assumed the refund was issued. A year and a half later, after moving to another city I received an email saying the Brown saddle pad was preparing to ship. I immediately called, as you acknowledge and I informed the man I no longer live there and don't need the saddle pad. It should've been refunded. He told me he was going to refund it as you noted in your response as a. "clerical error" or the man your employee did not do his job and did not refund me and did not stop the shipment. So I paid for a saddle pad that I never received and you never refunded.

  End of story, I will continue to file complaints, this is ridiculous. As stated before, this company appears to do this to other people as well. And I never received any free gifts. I have no idea what these people are talking about. 
  
  
  
  Regards,
  
  
  
  E******** ****