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November 2024 by Janet Hawkins
Do not buy custom saddles from Stubben North America!
They have royally shafted me on a top-of-the-line custom Aramis Grand Prix saddle that I bought in 2023. It simply does not fit my horse despite a year of trying. Now they won't take it back!!
The saddle kept making my horse's back sore, requiring thousands of dollars of bodywork treatment to ease his pain.
My horse's back muscles atrophied significantly during the past year, and he was very reluctant to move due to pain and discomfort. The fitter came THREE times in NINE months, but it was never better.
The rep kept saying, "It will break in," and "the horse needs to get used to it." This never happened, and when I finally complained through the BBB for a refund, Stubben shrugged me off.
The Stubben position is that there are NO returns on a custom saddle. PERIOD. No matter what! What an awful way to back your product when it does not perform as intended.
I started using a new Amerigo saddle in early October 2024, and my horse has made an amazing recovery in only 4 weeks, including the atrophied back muscles. This saddle did not need to be broken in, nor did the horse have to "adjust," even though the Amerigo is also a new saddle.
If you are considering a custom Stubben saddle, please contact me for the details of the horror show that they call customer support. Quite a few other horse owners have shared similar experiences with me.
The BBB says there is nothing more they can do. I hope they will at least publicly post my complaint, the weak Stubben counter claim, and my response to Stubben's lies.
Stubben deserves a shabby reputation, and I will do all I can to prevent others from having an experience like mine.
The BBB doesn't give Stubben NA a rating because of the number of complaints and failures to respond! I didn't even think to check before buying!
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February 2024 by Malaina Lough
I don't recommend buying a saddle through Stubben. Their customer service is non-responsive even though I spent thousands of dollars on a custom saddle that doesn't fit my horse. This has been an on going battle for 14 months with no resolution.
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July 2023 by Kari H.
Great customer service and great company who stands behind their products! Beautiful new saddle arrived and when I needed some help a while later they were so quick to accommodate. Happy horse and rider!
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May 2023 by Heather McCormick
Worst Company Ever!!! Do yourself a favor and do not buy a saddle from Stubben! Worst saddle fitters worst customer service ever. Their saddle fitters couldn't fit a shoe onto a perfect foot! Then when you try to get them to help you the corporate office will not do anything for you. It is the worst service and company I have ever dealt with. I had been warned by several people to go ahead and buy a County or Black Country instead and I went against them in ordered a Stubben. Biggest waste of my money ever! And now I have a saddle that does not and will not ever fit my horse and they will not take it back. It's completely custom! Sits flat on my horse's back and causes my horse terrible saddle sores. I haven't even been able to ride in it for 15 minutes for the break-in.! Absolutely disgusting. So sad..I had two other outside master sadlers come out and try to fit it to my horse. They said it'll never fit!It took almost a year to get the saddle in the first place. It's just been a complete horror story! Just stay away!!! Do yourself a complete favor and JUST STAY AWAY from this company!
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May 2023 by Heather M.
The absolute worst company ever! If I could leave a negative -100 I would. The worst saddle fitters and the worst customer service. Your saddle fitters couldn't finish you to a perfect foot! I ordered a custom sat on that took almost a year to receive. After receiving it it does not fit my horse. I've had it looked at by two outside saddle fitters and they said the saddle can never be fit to my horse. Steubben refuses to take the saddleback and refuses to acknowledge that it does not fit. It leaves sores on my horse's back and is only been written in for 15 minutes at three times. Now I have an expensive saddle that does not fit. So sad I was warned about this company and I chose to go to my nostalgic roots of my childhood when I originally had a Stubben and it was a great company. Do yourself a favor and run! Run as far and as fast as you can from this company it is the absolute worst to deal with! So sad it's gone downhill this far.. I'm trying to save you from making the same mistake I did! Order yourself a county or a black country. I was warned and did not take heed!!!!
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March 2022 by Cameron M
I am not impressed with the customer service whatsoever. I paid over $*** for 2 separate saddle fittings which have since done nothing for me. I am in Central Virginia, so if you know who the saddle fitter *used to be* for my area, you know. He was absolutely terrible.\n- The first time he came out, he had my horse standing in crossties for over two hours while telling life stories. He did not once measure my horses back, but instead put a few different tree sizes on her, shook them around and “estimated” the best fit for her. When I mounted, my horse was immediately in so much pain from the pinching, shoulder impending, too small saddle that she took off, which is NOT like her whatsoever. The fitter had the reins in his hand anyway when I told him not to hold my horse while I was mounting, then dropped them when my mare took off, therefore I had NO reins which could have caused serious damage to my horse if she tripped on them. I did not want to correct him on holding my reins when I mounted even though I had told him not to already, because I thought he was a “professional”, and probably knows what he is doing. When my horse took off, I fell and landed directly on my spine. When I later went to the orthopedic surgeon I realized that from the fall, I achieved a whopping herniated disc in my L4-L5 of my lower spinal vertebrae, and a pinched nerve in my lower spine. My reins also snapped from the incident. I thought maybe it was a freak accident, and once I didn’t have impending pain from my lower back when walking, I continued riding and scheduled another fitting against doctors orders.\nI have asked for my money back from Stübben and was refused by customer service and the rep. The incident has caused me so many issues and I cannot ride without pain anymore. I am also now paying out of pocket for doctors appointments. I want my money back.
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March 2022 by Cameron M.
I am not impressed with the customer service whatsoever. I paid over $300 for 2 separate saddle fittings which have since done nothing for me. I am in Central Virginia, so if you know who the saddle fitter *used to be* for my area, you know. He was absolutely terrible. - The first time he came out, he had my horse standing in crossties for over two hours while telling life stories. He did not once measure my horses back, but instead put a few different tree sizes on her, shook them around and "estimated" the best fit for her. When I mounted, my horse was immediately in so much pain from the pinching, shoulder impending, too small saddle that she took off, which is NOT like her whatsoever. The fitter had the reins in his hand anyway when I told him not to hold my horse while I was mounting, then dropped them when my mare took off, therefore I had NO reins which could have caused serious damage to my horse if she tripped on them. I did not want to correct him on holding my reins when I mounted even though I had told him not to already, because I thought he was a "professional", and probably knows what he is doing. When my horse took off, I fell and landed directly on my spine. When I later went to the orthopedic surgeon I realized that from the fall, I achieved a whopping herniated disc in my L4-L5 of my lower spinal vertebrae, and a pinched nerve in my lower spine. My reins also snapped from the incident. I thought maybe it was a freak accident, and once I didn't have impending pain from my lower back when walking, I continued riding and scheduled another fitting against doctors orders. - The 2nd fitting... On my second fitting, I decided I would not lose my voice around this man so I brought my trainer with me. As soon as he arrived, he seemed off put and angry that I had my trainer there with me for my OWN safety. I had told my trainer what had happened in the last fitting so she told me that we would lunge my mare in every saddle before I mounted. He once again put the ill fitting 29 cm tree saddle on my horse and girthed up, and my mare was quite visibly irritated. He then LEFT the arena and played on his phone. *He stayed outside the arena the entire time on the 2nd fitting.* My trainer lunged her, and the saddle started sliding so forward it was almost on top of her neck, and impending the movement of her shoulder blades. My trainer refused to even put me in the saddle because my mare absolutely hated it, which made him more angry. He gave us another saddle in the next tree size up, which fit my mare like a dream and she moved so well in. I mounted up on the lunge line since I still had (and still have, sigh) and injured back and could not risk further injury. When I mounted, the fitter was still outside of the arena on his phone and not even looking, or walking beside my horse while I was on her to check the saddle fit, etc. Me and my mare did W/T/C in the arena but he payed us no mind, like we were an inconvenience even though he was being PAID to be there. After that, we asked to try some more saddles for horse and rider and he simply acted like he could not hear us, so we rode on then I dismounted. Once I dismounted I walked to outside the arena where he was (on his phone) to chat with him and he started packing up his car to leave. I ungirthed my horse, handed him the saddle then walked inside and put my mare in her stall. Me and my trainer were absolutely furious that I paid for this treatment and my horse wasn't even fit. At first I was willing to still go with Stübben if a different fitter came out, but now I take it back. I won't spend another dime with this company. Never again!
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March 2021 by J R
Saw a good friend go through the process to get a custom saddle and it was a complete nightmare. Customer service was awful. I don't recommend stubben to anyone I ride with.
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December 2019 by Lisa Graziano
Stübben saddles are the only ones that have the biomex seat which is a lifesaver for me. Protecting my spine allows me to ride. I wish that they also made a trail saddle but the dressage saddle Euphoria is a dream. The special padding on the seat and the flex tree make this perfect.
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November 2019 by Kimberly Gates
Great saddles, great fit, and the best customer service!
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November 2019 by Dante13LA
Love this beautiful place! The employees are very welcoming and willing to assist!
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November 2019 by Blacksheep6767
So far not too happy with the CS. I have been inquiring about the rep so I can inquire about a saddle and girth and haven't received an answer in 10 days. :(
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October 2019 by Beth G.
bought a saddle years ago from this outfit.. they were wonderful !
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April 2019 by N Bill
Back in fall 2018 I bought a new horse and my saddle didn't fit him well. I made a fitting appointment with Stubben Rep Ursula Moore. She came to my barn and I was able to test drive several Stubben models. It was so nice to test the feel and seat on my horse, rather than sit in saddles in a tack shop. My horse and I were both custom measured by Ursula and I settled on the Portos S (in Mocha) with a few upgrades (extra seat padding and wool flocking). Ursula was super knowledgeable and patient, answering my many questions and letting me take my time testing the saddle option so I could be confident in my choice. After 10 weeks my saddle arrived. It's gorgeous and widely admired by all at the stable. I had also purchased new stirrups and leathers, which really completed the look. Ursula met me at my stable when the saddle arrived to check the fit and help me condition the new leather. I waited 24 hours to let the conditioner do it's work. The next day, I rode in the new saddle and it was wonderfully comfortable, corrected my seat, and my gelding was very happy. I'm so impressed by the service of Stubben, and the quality of the saddle and accessories is top notch. I plan to call Ursula when I'm ready for a new dressage saddle.
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April 2019 by Misty Run
I love my new Stubben Euphoria dressage saddle and so does my sensitive little mare! The close contact feel is like nothing I have ever experienced in a dressage saddle. Ursula was so patient and helpful letting me try every saddle she had to find the perfect fit.
