Manufacturer: Hillason (View all products by Hilason Saddlery)
Model: Flex Tree Tail Saddle (View all Flex Tree Trail Saddle reviews)
Category: Trail Saddles
Purchase: I bought the Saddle on E-bay, paid about $450 for it.
Likes: Not all that much.
Dislikes: I purchased the saddle in November, and asked for it to be shipped to the USA as I live in Canada and didn't want to pay extra shipping cost. Hillason's first mistake was that they sent it to my home, and thus I paid the extra cost on shipping. A few days after riding in it I realized there was something poking through the seat, just in front of the cantle. As it began to poke through the material of the seat I realized it was a nail head, poking into my behind. I contacted Hillason, who informed me there was no way there was a nail in that area of the saddle (implying I had somehow placed it there,) and asked me to send photos of it. After taking photographs and sending them off to Hillason, three months later I had received no reply. I re-sent the email and followed up with a phone call to which I was told the pictures were not good enough and there was still no possibility the nail existed in that spot at their own fault, their saddles are hand made and nails aren't place in that position. At this point the saddle was uncomfortable to ride in, had ripped two pairs of my jeans, and the absolute lack of customer care by this company was infuriating. They asked me to take more pictures to which I refused to do so, letting them know I would be wasting no more of my time and they were to rectify the situation immediately. Needless to say, I went through many more phone calls to Hillason, trying to track down someone who could do anything for me and take responsibility for this manufacturing error that had made the product useless. After many hours on the phone, trying with fail to keep my composure, they gave me the option of taking a portion of the cost to manufacture the saddle (a measly $100.00 or so) and that was all they were going to do for me. I accepted this as I wanted nothing more to do with the company and was not willing to send them the saddle as I did not trust I would ever see it, or any of my money, again. I was informed that if they were going to go "above and beyond" normal protocol to give me part of my money back, I would have to recommend their product to my clients, to which I laughed and replied that I was not going to lie to my own clients, and how dare they ask such a thing. I have been waiting for over three months now, and have still not received the check after three or more phone calls and the same amount of emails. Quite frankly, I don't expect to see it.
Quality: Expect the quality of a saddle for the price you pay. Thin, stiff, poorly tanned leather, and after multiple uses the structure has begun to break down past what is comfortable for my horse. Also, beware of foreign, pointy object that magically appear where they shouldn't.
Summary: Horrendous customer service, low quality saddle, appalling business ethics. Be warned: DO NOT PURCHASE FROM THIS COMPANY. If anything is not as you wish, Hillason has no desire to please the customer, and you will be sorry. Please also warn others about this company, it's not worth the hassle.
Usefulness Rating: 3.8 out of 5.
25 reader(s) voted.
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