Tuesday, November 6, 2012

Schneiders Tack

I bought a few things from Schneiders Tack about a month ago.  Nothing huge, just an inexpensive cotton blanket and some roller ball spurs.  The cotton blanket was adorable but of course, as soon as I bought it, the weather turned and it started raining so it got tried on and then folded up and stored for next year.

The roller ball spurs were okay, but after only two weeks, one of the balls cracked.  They weren't very expensive so I didn't think much of it.  The ball is still on the spur, it just has a crack in it.

I received an email in my inbox from Schneiders asking me to review the products I had bought.  Since I was disappointed with the quality of my roller ball spurs, I went ahead and took the time to bitch about it in my review.  I figured it would save other people the trouble of buying an inferior product.

Well, this morning in my inbox was an email from Cheri at Schneiders:


Dear Mona,

Thank you for submitting your review of the Roller Ball Spurs.  As a valued customer, your views, opinions and findings are very important to us.

I apologize for any inconvenience our spurs may have caused and are not what you had expected. Please find a refund of 18.99 to your Visa card ending xxxx.  The credit was issued today, November 6th and will take a couple of days to show on your credit card statement. We will also pass along this information to our manufacturer to ensure the quality of our products meet our customer’s expectations.

Thank you again for taking the time to submit your review.  We hope that we can be of service to you in the future.

I never emailed them directly, never asked for a refund.  Nothing!  And they took the time to read my review, follow up with me AND gave me a refund.  Nicely done, Schneiders.

If there's one thing close to my heart, it's customer service.  I love good customer service.  Good customer service turns me into a loyal customer for life.  Schneiders Tack, you had me at "I apologize".

Also, in a few short hours I will be riding my pony over fences....or at least over poles.  Jumping lesson!

3 comments:

  1. I have nothing bad to say about Schneider's customer service. They have repeatedly treated me well without any prompting from me. Love them and love their products. I'm a huge fan! Customer service like that seems to be an all too rare thing these days.

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  2. I love Schneiders! I was shopping with a friend recently in the Schneider's booth at Quarter Horse Congress and the customer service on the floor was great. We were looking for a particular blanket and they didn't have the size my friend needed on the floor so the guy looked in like three different places until he found the size she needed. Glad you also had a good experience with them!

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  3. Ditto Rocky Mountain Yankee! All our horse blankets have been purchased from Schneiders and not only are economically priced but have stood up to plenty of abuse. Love that they emailed you from a review!

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