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Rose Squibb-williams

11 Jan 2025

Not a great sales experience

I sent my saddle to the Saddle bank to be sold. Despite it not being advertised (to my knowledge) anywhere except their website, it did eventually go on trial. It cleared the 5 day trial period but surprisingly the purchasers were still allowed to send it back after a couple of weeks. I was not informed when it was returned to the Saddle Bank, until I checked the website to see when the money would clear. When I saw it had been returned I requested it was sent back to me to advertise. The saddle returned with a saddle cover that was not the one I sent it with, and with signs of use that it did not go with!
I appreciate these things happen but I’m now out of pocket through having to pay to get it back, with a saddle that isn’t in the same condition I sent it in.

Reply from The Saddle Bank 3 weeks ago

Hello Rose


We're sorry to hear about your experience. Upon reviewing the details, we can confirm that we received your saddle on 07/11/2024, and it went out on trial on 10/12/2024. Unfortunately, the saddle was not suitable for the customer and was returned to us on 19/12/2024. As per our policy, customers are given a 5-day trial period, and we arrange for the collection of saddles shortly after the trial period ends.

After the trial, the saddle was re-advertised in an attempt to secure another sale. However, we received your request to have the saddle returned to you on 06/01/2025. I can see that our team had been in touch with you via email to provide updates on the process.

If saddles arrive to us with saddle covers, we ensure that these covers are kept with the saddles. However, I cannot find any record of you contacting us to inform us that the cover you received was not the one you originally sent.

We believe that if given a little more time for advertising, especially with the busier period now approaching, we could have been successful in securing a sale for you.

If you would like to discuss this further, please feel free to contact us directly.

Best wishes
The Saddle Bank Team