Halifax C/C refusing to help?

gembex

Sorry this is a long story but hopefully someone can advise.

I feel really let down by my credit card company.

I purchased a saddle for my new horse on 28th June 2011. The saddle was purchased from Stubben UK and the total transaction cost was £674.95. Since I have recieved the saddle there have been problems from day one. Firstly during the conversation I had with the vendor on the phone I was led to believe that the saddle I was being sold was a 32. When I received the saddle it was infact a 31

The saddle was sold as used but 'like new' which it was. I think it had been tried once. However, it arrived loose in a very big box which I think worth mentioning incase it contributed to any problems. It was not well packed. I was also not aware I had to pay £20 postage. Vendor stated price would be £650 inc postage of £20 which I'm sure you can appreciate looks like postage is included in the quoted price of £650.

When I tried it on my horse it did not fit well, I wouldn't have expected a saddle that was a size smaller than I actually wanted to fit. I emailed the seller within 7 days to let him know that I would be returning the saddle as it was not suitable for my horse. The seller promptly told me that he'd verbally informed me on the telephone it was sold as seen and that there were no returns, even though I'd only seen photo's of the saddle. I'd had a professional opinion from a saddler who told me he didn't think it was fitting well. I told the chap from the saddle company this. However on examining many photo's and videos from myself he told me I had a perfect fit. As he was a professional I trusted his judgement.

Since then my horse has got a very sore back from ill fitting tack and now cannot be ridden for at least six weeks, we suspect the condition is something called Kissing Spine. My horse also threw me off twice when I was trying to mount, badly spraining my ankle and bruising my hips and pelvis. This was all due to the saddle pinching on either side of his spine I later discovered. I am not a very experienced rider. I've only had my 5 year old horse for two months and I trusted this man. Also the flocking or saddle padding is very lumpy and uneven and a stitch has always been loose on the stirrup leather keeper. Even when this happened to my horse and myself, I emailed the seller who told me to get a another opinion.

At no point did the seller tell me that the saddle could not be returned as he states. When purchasing the saddle I was with the opinion that I was 'safe' as it could be returned if it didn't fit. Yet due to all these delaying tactics and opinions I've needed to seek I have been left with no clear cut rights as per the distance selling regulations and I'm not sure what to do know as I've spent alot of money on a saddle which was not the one I wanted and which is not suitable (and I cannot return).

I have all emails saved on my computer and sent these to my credit card company, trying to claim my money back. The seller didn't send any paperwork with the saddle. Apparently the credit card company say that as I have no invoice or receipt I cannot claim money back from mastercard, as they need proof I was sent the wrong side before authorizing any charge back. I cant send the seller a letter as there is no address on the website just a phone number that never gets answered. My emails are ignored now too.

I just don't know what to do. The only thing keeping me going is knowing I have done nothing wrong. Please help if you can. I'm very upset about all of this

maninthestreet

"sold as seen" - that's not possible with MO goods.

Fergie76

This might help:

http://www.equineaffairs.com/SupplierDetails.aspx?SupplierID=63&CategoryID=7

wealdroam

gembex wrote: »

Sorry this is a long story but hopefully someone can advise.

I feel really let down by my credit card company.

I purchased a saddle for my new horse on 28th June 2011. The saddle was purchased from Stubben UK and the total transaction cost was £674.95. Since I have recieved the saddle there have been problems from day one. Firstly during the conversation I had with the vendor on the phone I was led to believe that the saddle I was being sold was a 32. When I received the saddle it was infact a 31

The saddle was sold as used but 'like new' which it was. I think it had been tried once. However, it arrived loose in a very big box which I think worth mentioning incase it contributed to any problems. It was not well packed. I was also not aware I had to pay £20 postage. Vendor stated price would be £650 inc postage of £20 which I'm sure you can appreciate looks like postage is included in the quoted price of £650.

When I tried it on my horse it did not fit well, I wouldn't have expected a saddle that was a size smaller than I actually wanted to fit. I emailed the seller within 7 days to let him know that I would be returning the saddle as it was not suitable for my horse. The seller promptly told me that he'd verbally informed me on the telephone it was sold as seen and that there were no returns, even though I'd only seen photo's of the saddle. I'd had a professional opinion from a saddler who told me he didn't think it was fitting well. I told the chap from the saddle company this. However on examining many photo's and videos from myself he told me I had a perfect fit. As he was a professional I trusted his judgement.

Since then my horse has got a very sore back from ill fitting tack and now cannot be ridden for at least six weeks, we suspect the condition is something called Kissing Spine. My horse also threw me off twice when I was trying to mount, badly spraining my ankle and bruising my hips and pelvis. This was all due to the saddle pinching on either side of his spine I later discovered. I am not a very experienced rider. I've only had my 5 year old horse for two months and I trusted this man. Also the flocking or saddle padding is very lumpy and uneven and a stitch has always been loose on the stirrup leather keeper. Even when this happened to my horse and myself, I emailed the seller who told me to get a another opinion.

At no point did the seller tell me that the saddle could not be returned as he states. When purchasing the saddle I was with the opinion that I was 'safe' as it could be returned if it didn't fit. Yet due to all these delaying tactics and opinions I've needed to seek I have been left with no clear cut rights as per the distance selling regulations and I'm not sure what to do know as I've spent alot of money on a saddle which was not the one I wanted and which is not suitable (and I cannot return).

I have all emails saved on my computer and sent these to my credit card company, trying to claim my money back. The seller didn't send any paperwork with the saddle. Apparently the credit card company say that as I have no invoice or receipt I cannot claim money back from mastercard, as they need proof I was sent the wrong side before authorizing any charge back. I cant send the seller a letter as there is no address on the website just a phone number that never gets answered. My emails are ignored now too.

I just don't know what to do. The only thing keeping me going is knowing I have done nothing wrong. Please help if you can. I'm very upset about all of this

Firstly, why are you getting annoyed with your credit card company?
What have they done wrong?
They, quite reasonably, want to see a receipt or invoice showing what you have paid and what for.
Yes of course they can see the total sum you have paid, but how do they know that that total is all for the saddle without a receipt?
In fairness, from their point of view, you could've bought many things and perhaps the saddle you want to return only cost (say) £100.

Did you buy the thing from a trader, or was it a private sale?

Did you buy direct or via ebay or paypal?

Write a letter to the seller, headed letter before action, and send it recorded delivery.
State what you want to happen, i.e. refund, and give them 14 days to agree to that.

See the thread entitled READ ME FIRST PLEASE . . . Useful links, Resources and FAQs for a sample LBA.

Ooops, I see you have no address. What is the website?

gembex

I didn't post the name of the company as I don't want to be done for slander! I'm not annoyed with the credit card company I'm upset. I sent all emails between me and the seller, one of which stated the price (from himself) of the saddle which was £650.

How can I give a receipt that I was not provided with?

I bought direct, over the telephone from a trader.

As stated in the post, their website has no address.

Gemma

wealdroam

gembex wrote: »

I didn't post the name of the company as I don't want to be done for slander! I'm not annoyed with the credit card company I'm upset. I sent all emails between me and the seller, one of which stated the price (from himself) of the saddle which was £650.

How can I give a receipt that I was not provided with?

I bought direct, over the telephone from a trader.

As stated in the post, their website has no address.

Gemma

Err... yes you did post the name of the company.

gembex wrote: »

The saddle was purchased from Stubben UK and the total transaction cost was £674.95

You cannot be 'done for slander' if you have told no untruths.

Whois shows the website is registered to...

Registrant's address:
The registrant is a non-trading individual who has opted to have their address omitted from the WHOIS service.

This in itself is unlawful.

Their homepage says...

you are welcome to visit our showroom in Oakley Hay, Corby, Northamptonshire to see the complete Stubben range. Contact us for an appointment.

How about phoning up for an appointment and ask for their full address, including postcode for your satnav?

Then send off that LBA.

Alternatively, equineaffairs (as mentioned in post #3) shows their address as...

Stubben (UK) Address: Units 1,2 & 3 Oakley Hay Lodge Great Fold Road Oakley Hay Business Park Corby Northamptonshire NN18 9AS