BackInTheSaddle

I purchased an item and they gave my information and credit card to a phoney rewards program that will automatically start charging you monthly. It's a scam!

Ordered numerous items over 2 months before Christmas, basically 2/3 of our list. They messed up online program with cr card. Never contacted us. We called 2 weeks later to find out. Told them we needed Before Christmas or cancel order. Promised expedited fedex to received in "3-5 days". Recd fedex notification. Slowest ever, but "fedex expedited 3-5 day del." Package not recd until over 6 weeks later, AFTER CHRISTMAS. Finally called Fedex who said they shipped their very lowest service, slower than mass media parcel post. After many years of slow, but within a week or so service, we're done. 9 weeks! They said 6 weeks for a refund. Ruined Christmas for us.

I ordered a cowgirl hat. It arrived in a flimsy cardboard box with no indication on the outside that contents needed handled carefully. The box was smashed as was the hat inside. Of course I sent it back and also had to relinquish $10.95 of my refund for the shipping. I realize the carriers had handled it badly but also it had been packaged very, very poorly. Just as much Back in the Saddles fault as the carrier. I should never have to pay for the shipping. BTW still haven't got my refund it been 10 days.

My order was missing an item. NUMEROUS attempts via the telephone and emails to make arrangements for the additional item went unanswered for weeks on end. Once they have your money, they don't seem to care at all. There is NO corporate telephone number available anywhere online nor did the customer service department have that telephone number for me. Unbelievably poor customer service.

As others have mentioned, we ordered while their website was down, as per the suggestion when trying to get to the website. The person answering the phone seemed pretty clueless and seemed like she was just writing the information on a piece of paper, and had no way to give us any order number or confirmation.
Approximately 2 weeks later, we still have no idea if the order was process, though their website had been back up for a week. So I reordered. That order processed and shipped. About a week later another order was processed through our bank. So I called (I hate talking on the phone!) Turns out they started processing new orders placed online prior to processing those orders placed by people making the extra effort to call while their site was down. I was told that because the order was processing in the warehouse I would have to wait until I received it and refuse the order at that time, then I would receive my refund when they processed the returned package. Since this was with FedEx, the slowest, most unreliable shipper, we were talking at least 3 weeks that they were using our money. In addition, I had to follow the shipment very closely to make sure I was home to refuse the shipment as I live in a rural area and don't have a place to return/refuse a FedEx shipment.
IMHO they should have processed the phone orders before returning to live service online. (You know first come, first served, and essentially they gave preference to people behind me and others who made the effort to call while they were having internet problems. They obviously suggested that people call while they were down without thinking about or working out the issues involved.

The website was down for a long time. Trying to get info in regard to my order. I ordered the items for a trip. Ended up calling customer service three times(spoke with Ares, Kay and Brian). Brian said someone would be calling me, because I wanted to cancel the order. That didn't happen. Still no answers. I have sent Back in the Saddle an email to cancel the order. I've never had this much trouble ordering on line. No real communication with the customer. Beautiful products, but will never order again.

I returned an item and wanted to exchange for something the same price. I had to pay to send my item back. They claim it never came to them and even after several calls they never gave me credit or an exchange. I won't be ordering from them again.

I have, over time, bought hundreds of dollars of merchandise from this company. For my sister's birthday I bought a jacket which failed to be delivered and checked status only to find out that it said I cancelled the order which I did not. I ordered a second jacket with next day air, and same thing! Called customer service and they told me they had a new accounting system and refused to make it right! They told me to call and order another one? I'm done with this sham of a company!

I had to give it 1 star because you can't give a 0 rating. I have spent hours on hold trying to speak to someone in America and have NEVER been transferred! I am very disappointed and despite seeing numerous items I wanted to order as gifts and for myself, I will not order from them again! All I wanted was to find out why my order was still not processed 2 months after ordering it. I hope someone in the company sees this review.

Should have looked at the reviews before purchasing an item. Entered an order on-line but then immediately want to change the ship to address. Called but got no response. Then emailed my change, but they could not change the order. Shipment was received later than promised, and did not receive in time.

They are the hardest people to get ahold of, hours waiting and no one answer. Did a order on line and can not get any info from anyone about the order. I emailed like 5 times no reply.

In April 2020 I placed an order for two items. I thought That they where giving me a coupon to save $30 on the order. I sent both items back because they didn't work for me. Not realizing the 30 dollars I got off on the order was a clever little trick to charge me 14.95 a month. I guess I didn't read the fine print because they signed me up for a VIP club they charge me $14.95 on my credit card for over a year. Charged me 254.00 for vip Service that I feel like I was tricked into. I normally ask people to get me gifts from this company for Christmas, Mother's Day and birthdays, but never again. If my husband had not finally asked about these charges it would have gone on and on. It's embarrassing that I didn't catch it until now. But that's how these little swindles work so watch what you purchase and sign up for on this website or any other company out there for that matter I suppose because even tho I didn't by anything for over a year and five months they'll still keep charging you every month!

I placed my order on November 23,2021... after multiple emails with the company stating my shipping address was incorrect, which it is not, the order status is saying being processed... it is now December 8,2021. I have asked to speak to a supervisor 3 separate times and no one is ever available. Will never order from this company again.

I ordered a jacket. It was too big so I filled out the paper work asking for a large instead of the extra large. Never got the large size and they credited back my credit card but less 10.95. So I paid 10.95 to try on a jacket. What a rip off. I WILL NEVER ORDER FROM THEM AGAIN!

I ordered a pair of ladies pajamas and a ladies top. The items arrived in about 10 business days. They were packaged well. That's how they earned the 1 star. Upon opening the box, I found the clothing wrapped in plastic with tissue paper overlay. The clothing was heavy with a chemical almost burned plastic smell and at first, my thought was that the scent was from the plastic bags. No. The odor coming off the clothing was heavy. I washed the clothing on gentle cycle with gentle soap in cold water. It's not every day that I pay over 50 dollars for a pair of pajamas, I want to keep them nice. Dried the items on low. The pajama fabric has an almost crinkle paper feel to it. It's rough upon the skin and just not a joy to wear. The stitching is minimal in amount as if to save money in manufacture. The pajamas run small. Not true to size. The second item so far is okay but ran large. Go figure. Can't win here. I like the color but after just one wash, I can tell the faux embroidery on the outside front is going to be a problem with the curling going on. Stitching along the hems are hit and miss. Looks like it was done at warp speed where it's off in areas on the inside but at least the shirt is soft against the skin! Again, one of five stars. I'm disappointed. I won't return them. They keep 8 dollars, by the way, for a return. Doesn't matter why. Save yourself. Don't order from this company unless you have seen (and touched) the product ordered by another person. I don't mind paying for quality. They would have had a repeat customer in me, had the quality been there. Thank goodness I didn't get the purse I'd looked at as well.

I placed an order in early November 2022. One item was discontinued and the other was back ordered. Called 3 times for the status of my back order and where was my refund check for the discontinued item, was told back ordered item would take 3-4 weeks, told that each time I called. Not until the 4th call was I told I don't get my refund check until the backordered item was sent! I've never heard anything so unprofessional. Well after my 4th call my backordered item came and after all the wait it was a totally different color, it was suppose to be a dark turquoise and they send me a baby blue item? To me that is false advertising. Duh AND I am still waiting for my refund check from November.

Christmas of2022 I ordered three items for my wife.The order went through and then we received a email saying they were shipping out and one item was on backorder. I waited a month to call, I inquired about the item and they said it was still on backorder. I waited another month and emailed them and they said it was still on backorder I asked them to cancel the order, they said "no problem " so another month goes by and they emailed me that the item was shipped out! I contacted them and told them about the cancelation and they just acted like I said nothing. So I personally don't recommend anyone buy anything from this store. I also was told that the backorder wasn't charged in December of 2022,that card was canceled by Visa because of a breach so how did they charge anything to that card its canceled. The customer service is terrible. They don't listen.

Don't expect any help from customer service for a refund. And don't ever follow the advice of a customer service representative for this company! If I ever get my refund it will be the last business I do with this company after being a customer for more than 10 years!

Third day calling in trying to use a gift card, and I kept getting told "call customer service" like a broken record, and when I said I DID, they're completely unhelpful. One insisted I had to give payment info before she'd even take my order, let alone try the gift card. Another said I had to order something that's exactly the same amount, they can't combine gift card and credit card payments (wth?). Another said to call the next day (really?). Finally someone sounded like she could help, took my order, but then said the gift card was invalid. I told her it very clearly said "expires 7 years from date of issue" and it has only been 5, and she's refusing to honor it. She just said "the system says..." I had to get angry and let her know just how awful the "customer service" has been, and DEMAND to speak to a supervisor. After several excuses, which I had to counter with more firm insistence, and more than thirty (30!) minutes into the call, I finally got a supervisor who took my order and promised to escalate the gift card issue and "someone would get back to me". I should have asked when, what day, what time?
Well, that was more help then I'd gotten before, that is, ANY help. After seeing all these bad reviews similar to my experience with terrible customer service, I'm glad I didn't actually give a credit card. If I didn't have the gift card I would drop it and search elsewhere. I told them, both on the phone and the online feedback form, just about every major retail company allows for gift card payment on the website, they need to figure it out too. Each time I was robot-answered: "sorry our website doesn't allow that, call customer service."

Edit to follow up: Been 2 days now and still no one has called me back. At this rate, I don't expect them to, and I'm beyond pissed at how horrible customer service has been so far in getting to use my gift card.

Update 2: someone did finally call me, said they were able to apply the gift card, and took my order. At that time I ordered a lantern, but then I removed it and ordered a bracelet instead, so that my total would be just a bit more than the gift card. That way, if the products are crappy or get lost in the mail (as say several other reviews), it wouldn't be a great loss. She read my three items back to me correctly. But later in the confirmation email, it had the lantern again and charged me! So I had to call yet again to have them correct it (also used the online feedback form). I was told verbally that it was removed, so I said I needed another confirmation, in writing, that it was removed. He said he couldn't do that, but would put in a request and I should get it in a couple hours. Didn't get an email until the next day.

Shipping said 5-7 business days, and surprisingly that turned out to be fairly accurate. The shirt is pretty and soft, the bracelet cute, but the cell phone bag does not quite fit my phone, it's a little too short and the phone sticks out the top. I had carefully checked the dimensions and it should have fit.

Because it did FINALLY work in the end, and the products are good enough for free, I'm raising my rating to 2 stars.

Their customer service is awful. In this day and age I cannot believe this company is still in business.

They process orders in 7-10 business days, when most companies take 1-2 to process. Then you have to wait for the shipping time on top of that and it is via US Mail, snail mail. I ordered on 12/4, which means it won't leave their warehouse until 12/17 at the latest and then with shipping time it probably won't arrive by Christmas!

One of the items is on back order and it will take 3-4 weeks before it is back in stock, why do they show it in stock when you order? Had I known I would have ordered something else.

The customer service agents barely speak English and have only have canned responses. I called in 3x to see if I could get answers and got no where.

As much as I love their items offered I WILL NEVER buy from Back In The Saddle again!

Very, very slow... sent something back for exchange taking over 6 weeks... still havent heard from them!

I am very disappointed in the VIP membership listed at the top of the website. I somehow signed myself up for this during Christmas shopping thinking it was a one time fee of $14.95 specifically associated with Back in the Saddle. THIS IS NOT THEIR MEMBERSHIP. Another "rebate company" manages this and charges $14.95 PER MONTH. The first month is free and by the time you have noticed a charge you don't recognize they have made quite a bit of money for absolutely nothing. It's hard to find what the terms are and impossible to cancel without calling customer service and stopping the recurring charge. VERY SAD to see that Back in the Saddle puts their name on this and very ANGRY about yet another membership trick. THIS IS NOT YOU, Back in the Saddle. Take this OFF your website!

I have gotten charged twice for a membership fee from back in the saddle. What the hell is membership for a back in the saddle? I ordered one pair of boots from them, do I have to continue paying just to wear them? Insane? Will never order anything again from them. The boots are great but I just wanted the boots not memberships