I honestly have to say that you could find better customer service at your local McDonald's. I have been a loyal customer of Malvern Saddlery for years, purchasing several high end items from the shop. For example, I ordered a fully custom pair of Tucci tall boots through Jill, several pairs of half chaps, and my Equipe saddle over the past few years. My saddle no longer fit my horse correctly, so I contacted Jill and she sent a saddle fitter out. It was then sent to Equipe to be adjusted. A month later I was contacted and told that the saddle was ready to be picked up from Malvern. I then called on a Saturday to see if I could pick the saddle up and find out how much I owed them. I was told by the staff that they knew nothing about the saddle and what I owed. I was told that I would not be able to pick it up that weekend and that they would have somebody call me on Tuesday. When I received the call on Tuesday, I decided to have the saddle shipped at this point because my horse was getting extremely back sore from using saddles that do not fit correctly. I paid for the adjustment, shipping, and a tack soap and received a call that it would be shipped out that day. By Sunday of the next weekend I still had not received the saddle and decided to call to see if they had received a tracking number. I then got an email with the tracking number and was told that it was delivered on the previous Wednesday about an hour away from where it was supposed to be. The saddlery's "Shipping Expert" had shipped the high end saddle to the wrong town. Panicked, I tracked the saddle down and drove two hours round trip to the garden center that it had been delivered to. There I found it uncovered, moldy, and with a rip that was not previously there. I immediately contacted jill and sent pictures of the damaged saddle. She offered to send me a saddle cream to wipe the mold off with and is claiming that the rip was there before the saddle was sent out. Disappointed is an understatement. Thousands of dollars later and I am left with a moldy, torn saddle. I will never recommend Malvern saddlery to anyone again. read more