I requested a service from Sandy's Saddlery to repair a saddle's billets, replace tacks and find a price on few other things. I brought them a saddle, showed her the work and asked how much it would cost. The male rep said he is not sure but would ask the leatherworker and he has to send the saddle in. I asked if $100 would cover it, and he said - most likely, it's not that expensive. I then was passed over to Sandy herself. I explained that I have $150 and I want to get a quote for replacement of billets, a cord, knee pads and to replace missing tacks. She told me, that if they don't have missing tacks leatherworker will have to replace all 8. I asked how much, and she said - not expensive, but the cord and knee pads maybe a lot. I said, ok, I want to get a quote for everything so I know, but I am just looking to get billets replaced, so I need to know the price before work is done. Sandy charged me $100 deposit. 5 days have passed, and I heard nothing. I was going to step by this Thursday (7 days) when she called me and said that saddle is back and I owe her another $125. I asked her why didn't she call, and she said that work is done and come and get a saddle since she has no room asap. I felt very pressured, and since I spent the rest of my money on this saddle I couldn't risk not getting it back.
I came to get it, and they didn't replace a whole billet, but cut it down & stitched a new one on the worn leather piece. New part was nice, but I never got a call with the est and I wanted full thing redone, and if leatherworker would have called I would have explained in detail. They didn't have tacks to match, so they put 3 small ones to cover the holes of the missing 1s. They do not match. No one asked me, Iike we agreed if I wanted that. When I said - "you never called me", she said - "I misunderstood, I thought you wanted a quote for knee pads. Look they dyed the knee pads. And you can't see the tacks not matching." I never asked them to do any touch up on the knee pads. I was afraid she will not give me my saddle if I didn't pay. Awful customer service, horrible communication, I feel ripped off. Will never recommend to anyone and never coming back. I now have a saddle where repair cost me more than a saddle itself. Never ever go there! read more