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:05/05/2025

  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.

  In March 2025 I ordered a used saddle for 1900 USD. The saddle took approximately 2-3 weeks to arrive and required signature delivery by my name. A week after we received the saddle one of the saddle **** attempted to take the saddle from my barn. I reached out to the company about this because nobody notified me of this so I assumed theft. The company told me they sent me the wrong saddle and that I need to pay an additional 2300 or return the saddle. I told them I do not plan to pay the 2300 and will return the saddle once I have received my order. They still have not sent me my saddle and sent me to collections for the saddle they sent in their own error. Do not do business with them they are shady and irresponsible. They refuse to work to rectify their own errors and want you to go out of your own way to fix their problem.

  Business Response

  Date: 05/12/2025

  Thank you for bringing this matter to our attention.
  
  We acknowledge the customer's concern and have already been in communication with her regarding the saddle order. We sincerely apologize for any confusion or inconvenience caused by the initial shipping error.
  
  To resolve the matter, we have issued the customer a prepaid return label so she can return the incorrect saddle at no cost to her. We kindly ask that the saddle be returned using this label no later than May 15, 2025. Once we receive the saddle in its original condition, we will be happy to proceed accordingly.
  
  We remain committed to resolving this issue fairly and appreciate the customer's cooperation.
  
  Sincerely,

  The Devoucoux team

  Customer Answer

  Date: 05/23/2025

   
  
  Complaint: 23287538
  
  
  
  I am rejecting this response because: The company sent me to collections far prior to this date. I have attempted to allow the business to come collect the saddle on their own expense, but they refused. 
  
  
  
  Sincerely,
  
  
  
  Emily Garrison

  Business Response

  Date: 06/09/2025

   

  Hello, 

  We fully acknowledge the initial shipping error and sincerely regret the inconvenience it caused. As soon as the issue was identified, we issued Ms. Garrison a prepaid return label—at no cost to her—to return the saddle that was sent in error. In our communications, we clearly requested that the saddle be returned by May 15, 2025, to avoid any further complications.
  
  Unfortunately, the customer did not return the saddle by the agreed-upon deadline. As a result, and after multiple attempts to resolve the matter amicably, the unpaid balance related to the saddle was transferred to a collections agency in accordance with our policy.
  
  At this point, since the case has been referred to collections, Ms. Garrison will need to work directly with the collection agency to resolve the outstanding matter.
  
  We remain committed to fairness and transparency, and we made every effort to rectify our initial mistake by offering a no-cost solution. We regret that the return deadline was not met, and we hope for a prompt resolution between the customer and the agency.
  
  Sincerely,
  The Devoucoux Team

• Initial Complaint

  Date:04/30/2025

  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 2 of these supposed custom saddles & neither of them fit either of my ponies. The first one I purchased (11/22, received 3/23), we started noticing white patches on my palomino ******* 6mo after we got ****** had to have it sent back to ********** for adjustments to the panels. After getting it back a month later, I asked for a *** to come out & make sure it actually fit. All he did was put the saddle on the pony, eyeball it & tell me yeah it looks good. By this time I had received my second custom saddle (ordered 3/24, received 7/24) for my other daughters pony. Was told it fit but also didnt. Fast-forward a year later, and I noticed that the white spots on my palomino pony still hadnt gone away and in fact seemed worse. We noticed that he was starting to pin his ears and resist having the girth tightened. He also wasnt picking up the right leads, opening up his chest and his jumps were crooked all out of character for him. I invested in chiropractic care and massage as well as had the vet double check to make sure there was nothing medically wrong with him. I had the Devoucoux *** come check in while we were at *** because my trainer was observing the saddle rocking back-and-forth. They recommended we use a shim and that they would figure out a way to make the saddle fit better after the show. Three weeks after that the answer was for them to put new panels on both saddles special pony sized panels that would have to be special ordered from France and take 8wks to deliver and another 4wks to have them installed. These are my kids only saddles so now no riding for 3 months.Not to mention the fact that my ponies. an independent saddle fitter told me that the saddles never fit. The saddles are not made for ponies and could not be adjusted..The tree was too wide, the panels too long and neither are truly adjustable. I spent $12k on saddles that are hurting my ponies and we cant use. None of the 4 ***s brought tools to measure for correct fit.

  Business Response

  Date: 05/02/2025

  Dear ******* ******,
  
  Thank you for bringing this matter to our attention. Were truly sorry to hear about the challenges.
  
  We want to assure you that we have received your complaint and are taking it seriously. Our team is currently reviewing the full history of your purchases, service interactions, and fitting appointments. We are gathering all relevant information to better understand what occurred and how we can best address your concerns.
  
  We appreciate your patience as we complete this review and will be back in touch with you as soon as possible with a detailed response.
  
  Sincerely,
  Customer Service Team
  ******************** *************

  Customer Answer

  Date: 05/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/30/2025

  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.

  Aug 3, 2023, Barrington, Il discussions regarding the purchase of saddle included concern ********* (K) leaving for school in ******** ******** ****** (DV) told me not a problem she was the representative for ******************* DV frequently in ******************* I ordered custom Devoucoux Biarritz Lab saddle from DV. On Sept. 11, asked to pay $2,000 deposit. On Jan. 9, 2024, texted balance of saddle cost due before shipping. Saddle arr Jan. 26.Jan. 29, K contact DV noting with weight in the saddle, saddle pressed onhorses *******. Jan. 30, told no one avail until April. Feb. 1, I requested a refund but told required a $2,000 restocking fee (terms we hadn't previously received). A Facetime with DV on Feb. 3 confirmed the saddle did not fit.Return label sent Feb. 22, &saddle shipped backFeb 27 for repaneling. The replacement arrived April 24. K tried it April 25 and again reached out to DV with fit concerns. April 26, I expressed frustration: we felt unsupported geographically, I would like to return the saddle since no one could help K in person in CO.On May 10, we were advised to girth on billets 2 & 3. On May 17, ********* (C) (DV's replacement) examined the saddle, said it was unstable at the trot, and suggested a correction pad. After stupid tip, textedEverything is good!From MayJuly, Bandit lame. On Aug. 13, returning toCO K again contacted DV & C-no response. On Sept. 13, DV informed K shed been fired On Feb. 1, 2025,responded to Devoucoux satisfaction survey, explaining the saddle still didnt fit and Bandit was sore and lame. ******** ******* replied both DV and C were fired & provided new contact: ***** ***** (ER).On Feb. 13, ER said Bandit had *************. A vet ruled this out on Feb. 20 ($615 cost). On Feb. 26, ER is fired.K reached out to Pacome Pacenda on April 10, 15, 25, and I attempted multiple calls no response. On April 28, PP replied: no refund without a $2,000 restocking fee and said ******* must confirm the saddle doesnt fit.

  Customer Answer

  Date: 04/30/2025

  there were blank spaces indicating that non was provided so i added them

  Business Response

  Date: 05/02/2025

  Dear ******** *******,
  
  Thank you for reaching out and for taking the time to share your concerns.
  
  We want to assure you that we have received your complaint and take it very seriously.
  
  At this time, we are actively reviewing the full history of your case, including communications, fittings, and service records. Our team is currently gathering all relevant information to ensure we provide you with a thorough and informed response.
  
  We appreciate your patience and will follow up with you as soon as our review is complete.
  
  Sincerely,
  Customer Service Team
  ******************** *************

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23268623
  
  I am rejecting this response because: I have not received an email or other written response that indicates the company's proposed resolution.
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 05/09/2025

  Hello,
  
  Thank you for bringing this matter to our attention.
  
  We acknowledge the concerns raised and confirm that this issue has been addressed directly with the client. A resolution was reached, and we consider the matter closed.
  
  Should the client require any further assistance or follow-up, we remain available to support them.
  
  Sincerely,

  Devoucoux Team

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23268623
  
  I am rejecting this response because: The company offered me a refund less than what I paid
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:12/03/2024

  Type:Delivery 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.

  On Saturday, June 8, 2024 I met with a representative of the company, ******* Plant, to discuss saddle options for my jumper horse. He convinced me that I needed the most expensive option they have an eventing saddle, Chiberta Enara. The next day I reached out to him and said that the saddle was not what I wanted and he confirmed that the order would be placed on hold (picture of text) and we could try different saddles. He then mailed me a different saddle to try. I tried the second saddle and said that would not work for me and mailed it back. I reached out to his manager after receiving an email saying that the order was being processed and was told she was out of the country. All attempts to contact the company were through an outside answering system that could not help. The representative is no longer with the company and they claim they were not told to stop the order and made the saddle. I feel that I am being punished for their employee's incompetency.

  Business Response

  Date: 12/09/2024

  Dear ******************************* you for bringing this matter to our attention and providing the details of your experience. We sincerely regret any frustration or inconvenience youve encountered.
  
  We understand that this concern is being addressed through the Better Business Bureau as well, and we are committed to reviewing the situation thoroughly to ensure a fair and prompt resolution. Currently, we are in the process of gathering all necessary information on our side.
  
  We will follow up with you as soon as we have a clear understanding of the situation and a solution to propose. In the meantime, if there is any additional documentation or information youd like to share, please dont hesitate to send it our way.
  
  Thank you for your patience as we work to address this matter.
  
  Best regards,

  CWD Team

  
  

  Business Response

  Date: 12/13/2024

  Dear ******************************* you for your feedback regarding your recent experience with CWD. We sincerely regret any frustration this matter has caused and appreciate the opportunity to address your concerns.
  
  We have carefully reviewed your case, including the communications with our former representative, our policies, and the status of the custom saddle order. While we understand your perspective, we would like to provide some clarification:
  
  Restocking Fee Policy:
  Our restocking fee policy is clearly outlined in our terms and conditions. When a custom saddle order is initiated, resources and costs are immediately allocated, even prior to production. This includes administrative preparation, material allocation, and planning specific to your order. In this case, our representative also traveled to meet with you, which further added to the costs incurred. These preparatory investments are the reason a restocking fee of $3,000 was charged.
  
  Chargeback Dispute Outcome:
  After the chargeback was initiated, our company presented evidence in accordance with our policies, and the dispute was resolved in our favor. These funds were used to offset the costs associated with your canceled order.
  
  In light of the above, we regret to inform you that we are unable to provide a refund for the $3,000 restocking fee. This decision aligns with the terms and conditions agreed upon at the time of purchase and is consistent with our company policies.
  
  We value your feedback and understand that this outcome may not be what you were hoping for. We remain committed to ensuring clarity and fairness in all customer interactions.
  
  Thank you for your understanding.
  
  Sincerely,
  CWD **************** Team
  

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22632169
  
  I am rejecting this response because: I have not heard back from the company and we are nearing the 10 day ****************************************************************

  Business Response

  Date: 01/02/2025

  Dear ************************** acknowledge your follow-up regarding your complaint. To clarify, we received your initial complaint on December 3rd and responded to it in a timely and structured manner. Specifically:
  
  We provided an initial acknowledgment on December 9th, informing you that we were gathering the necessary information to respond appropriately.
  We followed up with a detailed response on December 13th, which has been documented on the BBB platform.

  Given that all communication and timelines are transparently documented on the BBB website, we believe there should be no misunderstanding regarding our efforts to address your concerns within the specified timeframe.
  
  If you feel that any specific aspect of your concern remains unresolved or unclear, we kindly ask you to outline this so we can provide additional clarification. We remain committed to ensuring a satisfactory resolution but also ask for your acknowledgment of the steps we have already taken.
  
  Thank you for your understanding.
  
  Sincerely,

  CWD **************** Team
  
  

• Initial Complaint

  Date:07/16/2024

  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.

  In Oct. of 2023 I ordered a custom saddle from Devoucoux, it arrived in Feb. of 2024 with defects and did not remotely fit my horse. The *** agreed and sent it for modifications telling me she would bring me a loaner saddle to ride in while the adjustments were made. I never received the loaner, but my saddle was returned in April. I still had concerns but rode it in it for a couple weeks per Devoucoux's stance on break in time. After two weeks, I had an independent saddle fitter ***** it and she noted that the tree was too narrow which caused severe bridging when used with a saddle pad. The *** declined to see it on my horse but agreed to widen tree. That time I did get a loaner saddle but it was more more narrow than my saddle, as was the 2nd one they sent leaving me unable to ride. The tree widening was completed in June but my horse immediately demonstrated a pain reaction upon riding and threatened to buck. The *** came out and agreed with the issue I had with the saddle. At that point I requested a refund as I had already lost months of riding and paid for body work to fix the issues caused by the saddle. Two weeks later a manager came out to look at the issue. She assessed the saddle needed to be rebalanced which was different than the issue the *** and I saw. She offered me the option to try to fix it again, make a new saddle or refund my money minus a $2,000 restocking fee. I told her that none of these options were acceptable given the time and money already spent and the fact that Devoucoux had never provided a custom saddle, warrantied to fit per their contract. She agreed to give me contact information for her management to resolve the issue. I had to follow up four times before she sent me an email for their litigation department instead, who also have not responded. At this point the lack of communication appears to be intentional to not resolve this issue and I am filing complaints against the business.

  Business Response

  Date: 07/17/2024

  Hello,

  We are currently discussing the situation with management and gathering information. We will provide an update as soon as possible.

  Thank you,

  Customer Answer

  Date: 07/26/2024

   
  
  Complaint: 21998756
  
  
  
  I am rejecting this response because:
  

  Devoucoux has not addressed my request for a refund after they failed to provide a custom saddle per their contract and warranty.  The customer service from this company is appalling, not once has their management even apologized for this terrible experience. Their offers were: to modify the saddle for a third time, even though their reps cannot even agree on what needs to be fixed; make me a new saddle even though they have failed to make one that fits in nine months and three attempts since their "measurement" process is based on the hope that they can approximate with looking at the fit of a demo saddle they can't consistently manufacture; or to return the saddle minus a restocking fee of $2,000 which I have repeatedly told them is unacceptable as I am not "returning" the saddle, I am rejecting it under the contract.  I have patiently waited out their failed attempts to correct the saddle fit because I have admired their saddles for years and believed that they were a reputable company with quality saddles they would stand behind. As they are offering to make further attempts to correct problems, they clearly acknowledge that they have not met the contract to make a custom saddle with warrantied fit, yet put the ownness on me to wait for what will be months based on my experience while they try again. Their promises of "rush" order and providing a loaner saddle have proven to be meaningless in this process and left my horse sitting unridden for months. For all these reasons I reject their response.

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

  Business Response

  Date: 08/12/2024

  Dear Rachael,
  
  Thank you for your feedback regarding your recent experience with our team. At Devoucoux, our aim is to provide the highest level of service, and I regret that your experience did not meet our usual standards.
  
  Regarding your saddle, our sales representative made efforts to address the issues you encountered. We understand that custom saddles may sometimes require adjustments after delivery, which is why we offer free fitting and modifications as needed. While we provided a loaner saddle, please note that it is a more generic fit and may not have been ideal for your horse.
  
  To move forward, I’d like to arrange a call to discuss your concerns and explore the best possible resolution. Please let me know your availability so we can schedule a time to speak.
  
  Thank you for your patience as we work towards a satisfactory solution.
  
  Best regards,
  
  ***** *******
  Sales Support Manager
  Devoucoux USA

  Business Response

  Date: 08/12/2024

  Dear Rachael,
  
  Thank you for your feedback regarding your recent experience with our team. At Devoucoux, our aim is to provide the highest level of service, and I regret that your experience did not meet our usual standards.
  
  Regarding your saddle, our sales representative made efforts to address the issues you encountered. We understand that custom saddles may sometimes require adjustments after delivery, which is why we offer free fitting and modifications as needed. While we provided a loaner saddle, please note that it is a more generic fit and may not have been ideal for your horse.
  
  To move forward, I’d like to arrange a call to discuss your concerns and explore the best possible resolution. Please let me know your availability so we can schedule a time to speak.
  
  Thank you for your patience as we work towards a satisfactory solution.
  
  Best regards,
  
  ***** *******
  Sales Support Manager
  Devoucoux USA

  Customer Answer

  Date: 08/23/2024

   
  
  Complaint: 21998756
  
  
  
  I am rejecting this response because: The business did not reach out to me after there last response committing to speak to me and did not return my message when I tried to reach them. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 08/29/2024

  Dear Rachael,

  Thank you for your response. I apologize for any confusion or inconvenience caused. I want to assure you that we did attempt to reach out to you following our last communication. I understand from your message that there may have been an issue with the contact process.

  To resolve this, could you please provide your phone number or the best method for us to reach you directly? This will help ensure we can connect promptly and address your concerns thoroughly.

  We are committed to finding a satisfactory resolution and appreciate your patience as we work to make things right.

  Thank you for your cooperation.

  Best regards,
  ***** *******
  Sales Support Manager
  Devoucoux USA

  Customer Answer

  Date: 09/06/2024

   
  
  Complaint: 21998756
  
  
  
  I am rejecting this response because: Devoucoux has my contact information from their local rep, her manager, their legal department, my online account, my contacts with their general customer service number and I have asked the BBB to provide it as well. As I have never been given a way to contact ***** directly I will also leave my information here assuming it will be redacted from public access. Phone: ************ Email: ************************* 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Customer Answer

  Date: 09/11/2024

  I am rejecting this response because: Devoucoux has my contact information from their local rep, her manager, their legal department, my online account, my contacts with their general customer service number and I have asked the BBB to provide it as well. As I have never been given a way to contact ****l directly I will also leave my information here assuming it will be redacted from public access. Phone: ************ Email: ************************* 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 09/12/2024

  Dear Ms. Patton,
  
  Thank you for providing your contact information. I apologize for the challenges you’ve faced in reaching the appropriate contact within our organization.
  
  I will personally reach out to you by phone tomorrow to discuss your concerns and work towards a resolution. We are committed to addressing this matter promptly and to your satisfaction.
  
  Thank you for your patience and understanding.
  
  Best regards,
  ***** *******
  Sales Support Manager
  Devoucoux Team

  Customer Answer

  Date: 09/20/2024

   
  
  Complaint: 21998756
  
  
  
  I am rejecting this response because:

  After speaking with Solal on Sept. 13th I
  received the attached email from Devoucoux. The statements made it in are
  inaccurate and I have called him twice to give him the opportunity to explain
  where they got this information and to offer to send documentation disproving
  it, but have not received a call back.

  The claim that I was “satisfied with its [the saddle]
  performance” is untrue as I have consistently maintained it has never fit my
  horse properly. I have texts to the rep as well as an email to their customer
  service to substantiate this. In addition to communicating this directly to Devoucoux,
  I have at least two dozen people ranging from my trainer, vet, equine massage
  therapist, saddle fitters, barn owner and fellow riders that can attest that I
  was unhappy with the saddle when it was first delivered and after both attempted
  modifications. I also have photos of the saddle showing lack of wear from
  non-use since I was not comfortable using it on my horse because it caused him
  to exhibit pain behaviors.
  With the exception of the Devoucoux sales manager, no one who
  has seen this saddle on my horse has believed it fits, including the Devoucoux
  rep and two saddle fitters. The manager refused to listen to myself or her rep
  when we tried to point out the area we felt was causing the horse pain and only
  looked at the wither clearance. Even at that, she admitted the saddle was not correctly
  balanced which is arguably part of the fit.

  The second claim that I am rejecting the saddle based on the
  panel technology is also untrue. I am unclear how this determination was made, but
  I never indicated I that I wanted a flocked saddle instead of a foam panel
  saddle. I have ridden in French foam saddles for the past 30+ years, and when
  the third attempt at repair was unsuccessful, I reached out to several
  consignment shops including a local saddle fitter who carries a variety of brands
  not only inquiring about foam panel saddles, but I also specifically asked her
  about a Devoucoux she had in stock. My issue was not with the panel type or
  even Devoucoux, but rather that the saddle I had ordered was so poorly fitted I
  could not ride my ride horse and I didn’t have months to wait while they made a
  fourth attempt to correctly fit it. I have a copy of my email I am happy to
  share if Devoucoux is unwilling to accept my word on this.

  Lastly, they say that retaining the $2,000 deposit is fair
  for the work they have put into this saddle. Unfortunately, the time they put
  into this saddle never met their agreement to provide a custom saddle
  warrantied to fit for three months after delivery. I would also like to know
  what they feel is fair compensation to me for spending almost a year dealing
  with this, repeatedly taking time off work to meet the rep, waiting to sign for
  saddle deliveries, shipping the saddles back, paying for chiropractic work after
  the handful of rides in the saddle, paying an independent saddle fitter to
  asses it, 6+ months of training and my 2024 show season where I planned to
  develop my horse and increase his resale value. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:07/10/2024

  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.

  On June 4, 2024, I took possession of a Devoucoux Chiberta Lab saddle. The saddle was on a paid trial period of two weeks. The saddle did not meet my expectations and was returned to sales representative, *****************************, on June 11. ******** provided me with an email indicating Devoucoux would be issuing a credit for the saddle cost of $5200 (sales tax of $325 was credited previously). The credit was not issued in a timely fashion so I texted and emailed ******** without success. On July 1, I contacted Devoucoux corporate (LIM USA) and was informed a credit could not be issued to the original MasterCard I used due to an internal mistake at the company. I requested a check for the refund to be sent via overnight delivery. Shortly after depositing the check, my bank informed me the check from LIM USA had bounced. I have lodged a dispute for the charge with my credit card.

  Business Response

  Date: 07/11/2024

  Hello,

  We also offered this client a wire transfer directly to her account and she refused, stating it was an unacceptable option. Following that, we overnighted this refund check since we were unable to refund back to the original card and wanted to work in a timely fashion for the client. We are unsure why the check bounced and are following up with the accounting team.

  Thank you,

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21972300
  
  I am rejecting this response because:

  I will not provide personal bank information to Devoucoux/LIM as they have shown an inability to carefully manage my account to date and trusting them with additional financial information is not in my best interests. I offer the inability to credit my original card as promised and then kiting a check for the refund as evidence.

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

  Business Response

  Date: 07/11/2024

  Hello,

  It is common knowledge in the accounting world that you cannot issue two refunds to the same credit card. The original order for this client had the wrong delivery address, so once the sales representative updated us and requested a refund to the client, we did a partial refund for the value of the taxes. Because we did one refund already for the value of the taxes, it is simply not possible to offer a second refund to the same card. This is not a limitation of our systems nor negligence for handling banking information on our behalf. 

  Since this client is disputing the charge with her bank, there is nothing further to do here. If she wishes to cancel her dispute and offer her direct deposit information to us, we'd be happy to provide a wire transfer to immediately ***** a refund. Otherwise we will wait for the dispute paperwork.

  Frankly this is a waste of the BBB's time. 

  Thank you,

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21972300
  
  I am rejecting this response because:

  The DEVOUCOUX sales representative input the wrong delivery address. The DEVOUCOUX administrative team informed me the DEVOUCOUX system had the limitation due to an error made internally at DEVOUCOUX. And DEVOUCOUX sent me a bad check. I am not going to trust DEVOUCOUX any further.

  I am working with the BBB because their mission is to advance marketplace trust. Devoucoux does not operate in a trustworthy manner and other consumers should be educated as such. 

• Initial Complaint

  Date:05/12/2024

  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.

  August 2023 a custom saddle was ordered. December 2023 the saddle arrived. Immediately upon arrival I requested that Devoucoux come out for a fitting. Once they came it was confirmed by 2 Devoucoux employees that the saddle didn't fit the pony it was made for and didn't fit the child. Devoucoux had the saddle sent back to their shop for modifications. Saddle comes back with modificatios made, Devoucoux (4/10/24) came back out and confirmed even with the modifications it still doesn't fit the pony it was made for. Devoucoux was to find a loaner saddle and do additional modifications on the new poorly fitting saddle. May 2024 Devoucoux still has not made right on the situation. No alterations made. No loaner saddle to use temporarily. I have written communication from Devoucoux that if I didn't give them another chance to make right on this I would get a refund. I have since requested a full refund. The saddle is part if their rental program. Payments made monthly. They have still charged me monthly even when they had the saddle for the initial modifications. The saddle is in the same like new condition that Devoucoux saw it in during the April 2024 visit. I am requesting a full refund. This includes all of the monthly payments I made, taxes, deposits and any additional expenses I paid. I have asked that the Devoucoux rep provide me with refund check and I'll gladly hand them back the saddle. I do not plan to keep the saddle. I don't trust Devoucoux to refund me after I mail the saddle back to them. I'm requesting an in person return/refund. The saddle arrived December 2023. It's now May 2024 and the saddle still does not fit. I'm appalled by the lack of customer service. The communication I've had with them prior is fully documented. However now that I have requested a refund they are ignoring my requests. Unfortunately Devoucoux left me no other option but to contact an attorney.

  Business Response

  Date: 05/24/2024

  Good afternoon,

  After going over the situation with management, we have agreed to allow for a full refund of the rental saddle including all payments and fees to this point once the saddle is shipped back to our ************* warehouse.

  Thank you,

• Initial Complaint

  Date:04/23/2024

  Type:Product 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 am seeking a repurchase of a custom made saddle that a certified saddle fitter has assessed and it would have never fit my horse from the beginning. I have been seeking help from Devoucoux for over 2 years and they refuse to make it right. I have documented everything in the attached file as well as a brief summary below.January 2020 Saddle received. Saddle was not ridden in until May of 2020 due to COVID shutdowns.April 2021 I sent multiple emails, calls, and ******** messages from March-April of 2021 seeking help with mis-fit issues, rubs, pain for myself and my horse. I had reached out many times to ******* prior to this date and was ignored. Saddle was taken away and padding added to it. (which, would never correct a tree that is the wrong size)January 2022 Contacted ***** again as the SAME issue was occuring. Saddle was again, taken away and more padding added. I did not know that the tree size was incorrect so trusted that the professionals were competent to fix the pain that both my horse and I were experiencing.October 2022 Horse and rider dealing with frequent pain and performance issues. Chiropractor advised saddle check again, no reply from Devocoux rep when I reached out for help.January, February and March 2023 Followed up with *****, was ignored, one reply said he was leaving the area and would not be able to assist. April 2023 Independent, certified saddle fitter came and performed assessment. She immediately noticed the tree is too narrow as is the gullet, and it extends on his back past the vertebrae that is safe to travel over. I immediately ceased the use of the saddle and reached out to Devocoux.I have called, emailed, spoken with customer service supervisors, all of whom will not take the saddle back and refund me. I would even be OK with a refund for less than the full value. I have suffered with chronic pain and so has my horse and just want the brand to make it right.

  Business Response

  Date: 05/06/2024

  Hello,

  After reviewing the documentation with management, we have agreed to exceptionally allow a refund on this order from 2020. This is well beyond our standard allowance for refunds and returns per our terms and conditions.
  *******************************************************************************************

  Additionally, there will be a $2000 restocking fee as noted in our terms and conditions. This is currently the only option we are offering to the client. For a client to place an order, they must sign in agreement to these terms.

  Management has reached out directly to **************** and the decision on whether or not to proceed is in her hands.

  Thank you,

  Business Response

  Date: 05/13/2024

  Hello,

  just to provide an update - we have received her saddle back at the office and issued a refund. At this time there is nothing further to do.

  Thank you,

  Customer Answer

  Date: 05/14/2024

   
  Better Business Bureau:
  
  After extensive work to get in touch with the business, ****** (North American manager) did call me and as a last option offered me a refund less $2000 for the cost of the saddle. In reference to complaint ID ********, and now that I have received the funds, this is a satisfactory resolution to me.

  The business did imply that the product I was sold was incorrect for myself and the horse, so I hope this will help them improve their practices going forward to avoid issues with other clients.

  I appreciate your efforts as well as ****** for resolving the matter with me.

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

• Initial Complaint

  Date:03/11/2024

  Type:Sales and Advertising 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 ordered a custom saddle. The saddle arrived October 25, 2023 and didn't fit myself or my horse. The rep who sold me the saddle had quit. I asked the new rep **** over a week in advance to come out. I told her I was a travel nurse and had a certain amount of days in town, but she didn't make time for me. When she missed the window of time to meet she asked when I would be in Kentucky again, but I live in TN so clearly she didn't bother to even look at what state I was in to try to meet. I had to leave to work in ********. I reached out to her manager ****** to try to get fit by another rep. I reached out 4 times and that rep couldn't come out either. When I came back home to re-try to fit it in December the other rep ***** stopped replying to my messages. Turns out she had surgery. My horse had now been out of work for 2 months since the saddle didn't fit and a rep wouldn't come out. A fit at that point for a $9257.84 custom saddle would be inappropriate, as she was under-muscled and fat, and the fit is pretty dependent on the horses' build. The rep who sold me the saddle had no problem accommodating my schedule so I had no reason to expect after purchase I would have no support. ****** was surprised his manager ******* dropped the ball the second time I was in town, but denied my request to return the saddle saying I would get a loaner saddle to keep my horse in work, but I never got one. I came back Jan 29, still never saw a rep for a fit. ****** agreed on the phone to accept the saddle return for a full refund and offered to pay for shipping. The office printed me a shipping label and I sent it back. Now I am being changed a $2000 restocking fee and $130 shipping fee that they refuse to refund. Devocoux dropped the ball not supporting me or helping me fix the fit on a custom product. I reached out to 2 reps, the manager + customer service for help. I was promised a full refund and offered free shipping back, from ******, but the office is now denying me this.

  Business Response

  Date: 03/12/2024

  Good morning,

  We followed up with management and will exceptionally be granting a full refund.
  
  Thank you,

• Initial Complaint

  Date:12/05/2023

  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.

  On 6/12/23 I met with a Devoucoux sales rep who reported that she measured for a custom made saddle. I paid a deposit of $3000. Less than two weeks later, on 6/23/23, I had a terrible, life changing accident and was hospitalized for 10 days for a traumatic brain injury. I also had other injuries, including a broken wrist, swollen and bruised thigh, injured hip and painful tail bone. I am still recovering. I could not contact Devoucoux while in the hospital, but tried as soon as I could. My first email failed, but I was able to send an email, which was received, on 7/27/23. I was first told that my order would not be canceled, but it was eventually exceptionally cancelled. However, Devoucoux has refused to refund my $3000 deposit. I was informed that this was per the Terms and Conditions of Sales document. Unfortunately, I was not shown this document prior to making my deposit. However, I later learned that it was emailed to me with the invoice. I have communicated with Devoucoux on multiple occasions in an attempt to obtain my $3000. I repeatedly mentioned that Devoucoux could keep the money to pay for the sales reps **** with me, which was less than an hour and far less than $3000. I even suggested alternate forms of reimbursement including sending me the unfinished saddle, sending me a used saddle that they post on their website for less than $3000, or sending me other Devoucoux products (e.g., saddle pads, saddle soap, etc.). I could resell any of those items, which would financially help with health care costs. No one ever replied to that. At one point I was told to kindly stop contacting them and any further contacts would not be replied to. I can no longer ride that horse or any horse, and I desperately need my $3000. Your help is much appreciated.

  Business Response

  Date: 12/07/2023

  Good afternoon,

  Please find the attached order confirmation and copy of our terms and conditions. 
  Our sales software requires that before payment is taken, the client is prompted to read and agree to the terms and conditions of the order. They have to physically check a box as well as sign, and both can be seen on the order attached order confirmation. To say that she wasn't given the information until after the order was completed is both false and deceptive. The terms were disclosed and agreed to before her order was submitted and the confirmation paperwork was automatically emailed after everything was finished.
  
  It is truly unfortunate what happened to this client but at the end of the day she needed to cancel the order and the deposit is non-refundable. Our company policy regarding custom saddle orders is strictly enforced. Our products are custom-made to order and therefore the deposit is non-refundable. The deposit serves as security or collateral in the event of cancellation.

  Thank you,

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20948741
  
  I  am rejecting this response because some of the statements in the reply miss the point:

  
  Our sales software requires that before payment is taken, the client is prompted to read and agree to the terms and conditions of the order. I was not prompted to read and agree to the terms. I wish I had read the terms.

  They have to physically check a box as well as sign, and both can be seen on the order attached order confirmation. I  do not recall checking that box. It looks like an electronic check ***** That part of the process was very rushed. But, who knows? I was trying to be positive about buying what I thought was going to be a wonderful saddle.

  To say that she wasn't given the information until after the order was completed is both false and deceptive. This is  a very hurtful and unfair statement. I was not given the terms of sale until the invoice was sent to me and the terms of sale document was attached. I am not trying to be deceptive, only truthful and honest.

  I am only hoping to get a refund on my deposit. I am very willing to work with the company, and I have suggested other ways that the company can resolve this. Please work with me on this.

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

  Business Response

  Date: 12/08/2023

  Our terms and conditions are clear and again, it is impossible to complete an order without first being prompted to read and agree to the terms which the client did in fact sign in agreement to.  Any kind of investigation into our sales software would support this. Negligence from the client to actually read or review the terms does not constitute failure to disclose from us.

  Again the situation is unfortunate but the deposit is non-refundable. This was agreed upon when the terms and conditions were reviewed and signed prior to the order being placed. 

  Thank you,