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:02/24/2025

  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.

  May 5, 2024 $12,000 Purchased two custom saddles and accessory fittings. One saddle returned due to poor craftsmanship and incorrect size. Other saddle unused due to incorrect size/fit.Representatives tried to force receipt and consent of incorrect fit. One saddle attempted to be replaced by another incorrect Fit. They have possession of the saddle and full payment. It has been 6 months.Numerous calls and attempts to contact representatives for resolution or refund. No response or return communication made to remedy issue.Refuse to give refund.

  Customer Answer

  Date: 03/30/2025

  Arion finally responded and came out to do another evaluation.   The took the incorrectly fitting saddle and said they would make a modification.   
  They also left an incorrectly fitting saddle for the other horse.   
  One week later, they sent an email making an offer to keep the saddle they dropped off and to rebuild the other saddle.   Neither solution gives me what I paid for, a correctly fitting custom fit saddle but is at least something.

   

   

• Initial Complaint

  Date:10/25/2024

  Type:Service or Repair 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 purchased a saddle from Arion May 6, '24 for $6,800, which is the price I paid after they accepted my old saddle, a *****, in exchange. When the Arion saddle was delivered I rode in it and texted their Sales **** ********, on June 22, '24 that the saddle did not fit me, despite their assurance it was a "custom" saddle. ******** watched me ride in the saddle on June 23, '24 and took videos and sent them to the owner of Arion, ******* *****. I texted ******* on June 23 to try to find a solution and he offered to exchange the saddle for one of lesser value. I asked to be refunded instead given the saddle was defective and not as described. When I purchased the Arion I was only given a credit card authorization form to sign on ********** iphone. I was not given any terms and conditions at time of purchase. At no time did Arion disclose their terms. When I asked for a refund ******* told me they do not issue refunds. This is deceptive sales practices to NOT disclose the terms at time of purchase. I had to request they send me their terms. The email is dated June 22. I made the purchase on May 6. Had they disclosed to me that I would have no recourse if the saddle was defective I wouldn't have purchased it. After being unable to come to a satisfactory outcome to exchange the defective product, I filed a compliant with my credit card company citing fraud. The claim was denied. Arion then had their lawyer contact me. I emailed their lawyer, ***** de la Gueronniere, over the course of several days in Sept, to have Arion honor their agreement to let me keep my ***** saddle if I paid the value of it, $1,900 used in the exchange. ***** then demanded that I pay $100 fee their bank charged them when my credit card company filed the compliant. I asked her to provide me their policy that I was responsible for that fee. She could not produce that policy. I paid ******* the $1,900 via Venmo on Sept 24. I want to be refunded for my purchase, $6,800 plus the $1,900 = $8,700.

  Business Response

  Date: 11/05/2024

  Dear Better Business Bureau (BBB),
  
  I am writing on behalf of ****************** DBA Arion Sellier USA (Arion) to address Complaint #******** filed by ***** ******* (the Customer) with the ********************. This Complaint is unfortunately nothing more than Ms. ******** latest baseless attempt to be unjustly enriched at the sole cost and expense of Arion.
  
  On May 5, 2024 the Customer placed an order to purchase one (1) custom made equestrian riding saddle (custom made for the Customer and her horse based on the Customers expressed specific needs, measurements and requested alterations). The total purchase price for the custom saddle was $6,083.99. The written description provided to the Customer at the time of the charge consisted of the written sales order and Arions Terms and Conditions of Sale. A copy of the Customer written sales order and *********************** Terms and Conditions of Sale were physically and personally handed to the Customer on May 5, 2024, at the time the Customer placed the order. Attachment A hereto is a true and accurate copy of the Customer Order and Terms and Conditions of Sale provided to the Customer on May 5, 2024 at her time of purchase.
  
  On June 20, 2024 the custom saddle was delivered to and accepted by the Customer. Following this however,the Customer expressed dissatisfaction with the custom saddle. As you can see from a of the correspondence within Attachment B, for months Arion worked in good faith to resolve the Customers issues. The Customer confirms this herself, stating Thanks for all your help so far in finding a solution to the saddle fit situation. As part of Arions efforts to resolve this matter,Arion loaned the Customer a second saddle, a ***** saddle, that was more expensive than the custom saddle and gave the Customer the option to pay the difference and keep the ***** saddle.
  
  In the midst of Arions ongoing efforts to work in good faith to satisfy the Customer, on September 1, ******** Customer filed a dispute with her credit card provider in an attempt to have the purchase price returned to the Customer for the stated reason that The Cardmember claims to have received goods/services that are different than the written description provided at the time of the Charge. At this time, the Customer was in possession of and using the ***** saddle loaned by Arion. Arion disputed this attempted chargeback on the basis that the customer purchased the non-returnable and non-refundable custom made goods that are exactly as was described to the customer at the time the customer was charged for the goods.See Attachment A. As Arions Terms and Conditions of Sale clearly state,no refunds are offered by Arion as the goods are made upon the order of each customer and are highly customized based on the customers expressed specific needs, measurements and requested alterations. Further, Florida Statute 501.142(2) expressly exempts retail sales establishments, such as Arion, who offer for sale custom made goods and goods which are altered at the request of the customer from having to provide refunds to customers or accept returns from customers. The attempted chargeback was denied; the credit card prover found no merit to the Customers baseless claims. 
  
  After the Customer was unsuccessful in her attempt to have her credit card provider chargeback her payment of the purchase price, the Customer then told ********************** she wanted to take Arion up on the offer to keep the ***** Saddle and pay the difference of $1,900. See Attachment C.Arion agreed to this solution, all parties agreeing to the Customer keeping the ***** saddle in exchange for an additional payment to Arion of $1,900. Arion further requested that the Customer reimburse ********************** in the amount of $100 for the penalty fees the incurred by Arion as a result of the Customers attempted and unsuccessful chargeback.
  
  The Customer refused to reimburse ********************** for the chargeback penalty fees but nonetheless elected to resolve this matter by providing an additional payment of $1,900 to Arion and keeping the ***** saddle. This is all confirmed by the Customers September 17, 2024 emails wherein she writes:
  
  Im confused as to why Im responsible for covering this fee. If this is a Quickbooks fee thats part of Arions cost of business for using that service. If the invoice can be updated to reflect the agreed upon amount as ******* confirmed in writing to me: $1,900, I will arrange payment.
  
  I will pay the previously communicated amount of $1900.
  
  See **************** September 24, 2024, the Customer provided payment of $1,900 to ********************** for the ***** saddle. Arion accepted this payment. Attachment E is a screenshot of same.
  
  Now, and for the very first time,the Customer seeks to be repaid for all money paid by Customer to **********************. It cannot go unnoticed that the Customer has never made any indication to ********************** that there is any problem or dissatisfaction with the ***** saddle. Instead,the Customer attempts to have a second bite at the apple by relodging the same arguments that were unsuccessfully raised during the attempted chargeback. There is simply no legitimate basis for the Customer to demand a refund of $8,700.
  
  The Customer paid $6,800 to order and purchase a custom-made saddle. The custom saddle was made and delivered the Customer. The Customer was not happy with the custom saddle, so among extending other alternative options, Arion loaned the Customer a different saddle, the ***** saddle, and told the Customer that if she liked this saddle she should purchase it upon providing an additional payment of $1,900. The Customer used and tried the ***** saddle for more than three months. After having had the ***** in her possession to use and try for many months, Arion requested that the customer either return the ***** saddle or purchase it for an additional payment of $1,900. On September 24, 2024, the Customer voluntarily elected to purchase the ***** saddle, sending Arion payment for the additional $1,900. Arion received and accepted this payment. The Customer has possession of the ***** saddle she elected to purchase. Arion has gone above and beyond in attempts to satisfy this Customer, to no avail. In accordance with Florida law as well as Arions Terms and Conditions, Arion was never obligated to exchange or refund the Customers purchase of the custom saddle at all. Nonetheless, and despite having no obligation to do so, Arion worked with the Customer to find a saddle she liked and wanted and worked out payment for same at an agreed upon price.There are no more hoops Arion has to or can jump through to satisfy this Customer. The Customer has received a very valuable saddle after first having had months to use and try the saddle. The Customer paid an agreed upon price for this saddle. Each party has received exactly what they agreed to and there is no legitimate grounds to dispute this transaction. 

  Respectfully, 

  Grace de la Gueronniere, Esq.

  
  

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22475163
  
  I am rejecting this response because:

  As noted in the attached communications with both the saleperson, ********, and *******, I alerted them that the saddle did not fit me and they acknowledged that upon reviewing the video of me riding in it that it did not fit me. So they are not being honest about me not complaining the saddle didn't fit, and as you can read from the texts, ******* attempted to gaslight me by saying the fit for my horse is more important. They are liars as evidenced by the texts provided. 

  The fact remains, as evidenced by the texts provided, that I was NOT provided the terms of sale at the time I purchased the saddle and was sold a defective product - AS ACKNOWLEDGED BY THEM. I'll repeat this proven fact: they did not provide any terms of purchase at the time of sale. As evidenced, I had to ask for the terms post delivery of the defective item and only then was I told they had a no refund policy. This is by definition deceptive sales practices. Given that I have already paid them in full they are the ones exhorting money, not me, for a product I cannot use which they admit is wrong for me. How on earth is this exhorting from them when they have been paid? Their sales practices are fraudulent and deceptive as evidenced by all correspondence provided. Wanting a refund for a defective product is not extorsion, I recommend they consult a dictionary to learn what that word actually means. 

  Sincerely,
  
  ***** *******

  Business Response

  Date: 01/09/2025

  November 5, 2024
  ******************
  DBA ARION SELLIER USA ************************************************************************
  BBB Complaint ID #********
  Dear Better Business Bureau (BBB),
  I am writing on behalf of ****************** DBA Arion Sellier USA (Arion) to address Complaint #******** filed by ***** ******* (the Customer) with the ********************. This Complaint is unfortunately nothing more than Ms. ******** latest baseless attempt to be unjustly enriched at the sole cost and expense of Arion.
  On May 5, 2024 the Customer placed an order to purchase one (1) custom made equestrian riding saddle (custom made for the Customer and her horse based on the Customers expressed specific needs, measurements and requested alterations). The total purchase price for the custom saddle was $6,083.99. The written description provided to the Customer at the time of the charge consisted of the written sales order and Arions Terms and Conditions of Sale. A copy of the Customer written sales order and *********************** Terms and Conditions of Sale were physically and personally handed to the Customer on May 5, 2024, at the time the Customer placed the order. Attachment A hereto is a true and accurate copy of the Customer Order and Terms and Conditions of Sale provided to the Customer on May 5, 2024 at her time of purchase.
  On June 20, 2024 the custom saddle was delivered to and accepted by the Customer. Following this however, the Customer expressed dissatisfaction with the custom saddle. As you can see from a of the correspondence within Attachment B, for months Arion worked in good faith to resolve the Customers issues. The Customer confirms this herself, stating Thanks for all your help so far in finding a solution to the saddle fit situation. As part of Arions efforts to resolve this matter,Arion loaned the Customer a second saddle, a ***** saddle, that was more expensive than the custom saddle and gave the Customer the option to pay the difference and keep the ***** saddle.
  In the midst of Arions ongoing efforts to work in good faith to satisfy the Customer, on September 1, 2024, the Customer filed a dispute with her credit card provider in an attempt to have the purchase price returned to the Customer for the stated reason that The Cardmember claims to have received goods/services that are different than the written description provided at the time of the Charge. At this time, the Customer was in possession of and using the ***** saddle loaned by Arion. Arion disputed this attempted chargeback on the basis that the customer purchased the non-returnable and non-refundable custom made goods that are exactly as was described to the customer at the time the customer was charged for the goods. See Attachment A. As Arions Terms and Conditions of Sale clearly state, no refunds are offered by Arion as the goods are made
  upon the order of each customer and are highly customized based on the customers expressed specific needs, measurements and requested alterations. Further, Florida Statute 501.142(2)expressly exempts retail sales establishments, such as Arion, who offer for sale custom made goods and goods which are altered at the request of the customer from having to provide refunds to customers or accept returns from customers. The attempted chargeback was denied; the credit card prover found no merit to the Customers baseless claims.
  After the Customer was unsuccessful in her attempt to have her credit card provider chargeback her payment of the purchase price, the Customer then told ********************** she wanted to take Arion up on the offer to keep the ***** Saddle and pay the difference of $1,900. See Attachment C. Arion agreed to this solution, all parties agreeing to the Customer keeping the ***** saddle in exchange for an additional payment to Arion of $1,900. Arion further requested that the Customer reimburse ********************** in the amount of $100 for the penalty fees the incurred by Arion as a result of the Customers attempted and unsuccessful chargeback.
  The Customer refused to reimburse ********************** for the chargeback penalty fees but nonetheless elected to resolve this matter by providing an additional payment of $1,900 to Arion and keeping the ***** saddle. This is all confirmed by the Customers September 17, 2024 emails wherein she writes:
  Im confused as to why Im responsible for covering this fee. If this is a Quickbooks fee thats part of Arions cost of business for using that service. If the invoice can be updated to reflect the agreed upon amount as ******* confirmed in writing to me: $1,900, I will arrange payment.
  I will pay the previously communicated amount of $1900.
  See **************** September 24, 2024, the Customer provided payment of $1,900 to **********************
  for the ***** saddle. Arion accepted this payment. Attachment E is a screenshot of same.
  Now, and for the very first time, the Customer seeks to be repaid for all money paid by Customer to **********************. It cannot go unnoticed that the Customer has never made any indication to ********************** that there is any problem or dissatisfaction with the ***** saddle. Instead, the Customer attempts to have a second bite at the apple by relodging the same arguments that were unsuccessfully raised during the attempted chargeback. There is simply no legitimate basis for the Customer to demand a refund of $8,700.
  The Customer paid $6,800 to order and purchase a custom-made saddle. The custom saddle was made and delivered the Customer. The Customer was not happy with the custom saddle, so among extending other alternative options, Arion loaned the Customer a different saddle, the ***** saddle, and told the Customer that if she liked this saddle she should purchase it upon providing an additional payment of $1,900. The Customer used and tried the ***** saddle for more than three months. After having had the ***** in her possession to use and try for many months, Arion requested that the customer either return the ***** saddle or purchase it for an additional payment of $1,900. On September 24, 2024, the Customer voluntarily elected to purchase the ***** saddle,sending Arion payment for the additional $1,900. Arion received and accepted this payment. The
  Customer has possession of the ***** saddle she elected to purchase. Arion has gone above and beyond in attempts to satisfy this Customer, to no avail. In accordance with Florida law as well as Arions Terms and Conditions, Arion was never obligated to exchange or refund the Customers purchase of the custom saddle at all. Nonetheless, and despite having no obligation to do so, Arion worked with the Customer to find a saddle she liked and wanted and worked out payment for same at an agreed upon price. There are no more hoops Arion has to or can jump through to satisfy this Customer. The Customer has received a very valuable saddle after first having had months to use and try the saddle. The Customer paid an agreed upon price for this saddle. Each party has received exactly what they agreed to and there is no legitimate grounds to dispute this transaction.
  Sincerely,
  ******* *****
  CEO / ARION SELLIER USA 
  

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22475163
  
  I am rejecting this response because:

  This statement from Arion is false:

  "The written description provided to the Customer at the time of the charge consisted of the written sales order and Arions Terms and Conditions of Sale. A copy of the Customer written sales order and *********************** Terms and Conditions of Sale were physically and personally handed to the Customer on May 5, 2024, at the time the Customer placed the order. Attachment A hereto is a true and accurate copy of the Customer Order and Terms and Conditions of Sale provided to the Customer on May 5, 2024 at her time of purchase."

  I was not provided these terms on May 5, 2024. The sales agent, ********, presented me with her iphone and had me type my credit card details into the screen for the deposit. I was shown no other paperwork at that time. No other information was given to me at the point of purchase. The evidence of this I have already presented in the screenshots with ******** on June 22, 2024 at 4:38pm showing me requesting the Conditions of Sale precisely because they hadn't been provided previously. The only time I was provided the Terms was in the June 22, 2024 email I received from Arion and only because I specifically requested them. This is the evidence that proves they are lying about providing the Terms to me on May 5, 2024. 

  They will need to provide proof - via screenshot or email - that I was provided these terms on May 5, 2024. The reason they cannot provide that proof is because it doesn't exist. I was never given terms of purchase at the point of sale as I've stated all along. 

  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 02/07/2025

  Hi,

  I do not understand why this complaint has been closed. I submitted a reply and then received no correspondance from BBB regarding the furthering of my claim.

  The business provided NO EVIDENCE that they provided terms of sale at the point of sale. I will be re-submitting this complaint. Please have someone contact me at ********************** or ************.