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Can suggest improvements
You need succinct and clear info on process on cost. Yes it’s there but it’s an effort to hole in on what every chaperone will want to know .. how much to send, how long for and how much to return and the fee.
That information is summarise well when you purchase but the decision has been made to purchase by than and think people are walking away as it’s not snappy clear.
Return needs improvement. Process in collection and courtier choice are good. But notifications on tracking or delivery and it’s your money and often need to spend on another saddle so this is important as it’s a worry. The refund comms timescale needs big improvement. 2-5 to refund really? Money transfers are instant or overnight. Sat here 3 days later still waiting for over a thousand pounds checking account twice a day as need a saddle but can’t do anything until refund received. This puts me off I’m afraid so won’t be using again if have to wait 5 days for money once “your refund has been processed” .. misleading . Shame as rest was good better than expected.
That information is summarise well when you purchase but the decision has been made to purchase by than and think people are walking away as it’s not snappy clear.
Return needs improvement. Process in collection and courtier choice are good. But notifications on tracking or delivery and it’s your money and often need to spend on another saddle so this is important as it’s a worry. The refund comms timescale needs big improvement. 2-5 to refund really? Money transfers are instant or overnight. Sat here 3 days later still waiting for over a thousand pounds checking account twice a day as need a saddle but can’t do anything until refund received. This puts me off I’m afraid so won’t be using again if have to wait 5 days for money once “your refund has been processed” .. misleading . Shame as rest was good better than expected.
Reply from The Saddle Bank 3 weeks ago
Thank you for your feedback, and we’re really sorry the returns and refund process didn’t meet your expectations.
Regarding the refund timeframe — you’re absolutely right that some bank transfers can be instant, however, when a purchase is made by card or via a payment gateway, we’re legally required to refund the same way the payment was made. This helps prevent fraud and keeps a secure and traceable record of the transaction.
Once we process the refund, it’s passed back through the card networks and your bank. This step is standard across the UK and typically takes 2–5 working days, depending on your bank’s processing speed. While this is unfortunately out of our hands, we know the wait can be frustrating — especially when you're actively looking for your next saddle.
We really appreciate your honest feedback. It helps us refine the experience, and we hope we’ll have the opportunity to provide you with a smoother process in the future.
Best Wishes,
The Saddle Bank Team
Regarding the refund timeframe — you’re absolutely right that some bank transfers can be instant, however, when a purchase is made by card or via a payment gateway, we’re legally required to refund the same way the payment was made. This helps prevent fraud and keeps a secure and traceable record of the transaction.
Once we process the refund, it’s passed back through the card networks and your bank. This step is standard across the UK and typically takes 2–5 working days, depending on your bank’s processing speed. While this is unfortunately out of our hands, we know the wait can be frustrating — especially when you're actively looking for your next saddle.
We really appreciate your honest feedback. It helps us refine the experience, and we hope we’ll have the opportunity to provide you with a smoother process in the future.
Best Wishes,
The Saddle Bank Team
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