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Business Profile

Horse Trails

Saguaro Show Pads

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Horse Trails.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/24/2023

    Type:Product Issues
    Status:
    Answered
    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 two saddle pads; both specific sizes. The pads that were shipped to me were not the correct size. I contacted the seller and she confirmed that she made an error and stated that return shipping labels would be sent. I sent the saddle pads back and explained to merchant that I had purchased saddle pads locally due to time contraints. The saddle pads were received by the merchant, but I did not receive a refund. Merchant offered a store credit. I do not need a store credit as I have already purchased the pads that I needed. Merchant also did not refund shipping charges. My credit card company (********) is not willing to help in the dispute stating that merchant provided a store credit.

    Please help me.

    Thank you.

    Business Response

    Date: 10/24/2023

    As per our terms and conditions, store credit for the full amount of the order was issued to the customer. 

    Customer Answer

    Date: 10/24/2023



    Complaint: ********
     

    I am rejecting this response because:

     

    The merchant admitted to making the mistake of sending the wrong merchandise.  It is not my error nor my burden to bear.  I respectfully wish to be fully reimbursed, to include the shipping charges that were incurred by me.

    This is a specialty item and I have already replaced the item. I do not want nor do I need a store credit.  



    Sincerely,



    **** ******

    Business Response

    Date: 10/24/2023

    Again, we have followed our policies exactly as they are stated on our website. Each customer must click a box that states “I agree to the terms and conditions” before any order is placed. We are a small business and must stick to our policies. If we bend rules for one, we must bend rules for all and that is not sustainable. Respectfully, we have emailed you a code for your credit. We have thousands of pads to choose from on our website in any size, color, style imaginable. We are sure you can find something that you do not already have. Plus, we have a line of show shirts coming soon that are made in the USA. Fee free to hold onto your credit and use on that if need be. Thanks! 

  • Initial Complaint

    Date:07/10/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 ******* *** 2023 I ordered a show pad. I understood it was a reorder pad which could take as long as 12 weeks to receive. I was charged $210.57. My order number in ****. Since May, I have tried to contact them 4 times via email. There is no phone number to call and all I get is an automated response about reorder pads not being in stock. When I look up the order there is no longer an estimated shipping time. I would like to cancel this order and receive a full refund if $210.57 since it has been over five months!

  • Initial Complaint

    Date:05/01/2023

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Ordered a "re-order" saddle pad (that means it is not currently in stock) on ********. Order #**** I understand that they are custom made and wait times can be lengthy. The website says "re-order pads usually take 8 weeks to be made and ship to you." however after 12 weeks i emailed for an in general estimate of wait time. Only a generic bounce back email was recieved. It is now 17 weeks, I have attempted a few more emails just looking for any type of reply and have recieved nothing about my order. I called and left a message once, no return call. Any other time I have attempted to call no one answers the phone, including today. I will be disputing this with my credit card company in the next 2 weeks. At this point, I have no idea if I am ever going to get the item ordered, as there is zero communication or anyway to reach this company.

    Business Response

    Date: 05/16/2023

    A refund was issued less 25.00 as disclosed in our terms and conditions.

    Customer Answer

    Date: 05/16/2023



    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.    It is interesting however not once did they ever give me an answer to where my item was that was ordered on ********* ***, but the day I requested a refund was the same day that they shoot it to abut the day I requested a refund was the same day that they issued it to me.    I would completely understand the $25 fee under normal circumstances but after 17 weeks with not a single reply after multiple requests, asking where my order was, you would think that they would issue me a refund incomplete. At this point, I simply give up.



    Sincerely,



    ****** ********

Saguaro Show Pads is NOT a BBB Accredited Business.

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