This past December, I bought a pair of Tuffrider Baroque Dress Boots from the Riding Warehouse. They were intended to be my new schooling boots, but since winter's mud had finally arrived and my Volants were holding up, I saved them for lessons and clinics. Even though they were pretty cheap, they were far more comfortable than any of my other tall boots. I liked them immediately and was happy with the purchase.
Uh oh ...
And then Izzy stepped on the back of my heel at a Christian Schacht clinic a few weeks ago. He didn't hurt me, but he did rip off the bottom of my shoe. I was just walking in for my lesson when it happened, so I wasn't able to change into my other books, but I was able to ride without any issues.
It took me a little more than a week to call the Riding Warehouse. I was hoping that the boots were under warranty or that they could give me directions for how to send them in to Tuffrider for repair. The customer service rep that I spoke with urged me to send in some photos of the boots, which I did that same afternoon.
It took me a little more than a week to call the Riding Warehouse. I was hoping that the boots were under warranty or that they could give me directions for how to send them in to Tuffrider for repair. The customer service rep that I spoke with urged me to send in some photos of the boots, which I did that same afternoon.
The next morning, I received an email from the Riding Warehouse letting me know that Tuffrider had authorized them to send me a brand new pair which were being expressly shipped and would arrive the next day. All they asked was that I place the defective pair in the box and return them with the shipping label enclosed.
I was shocked! Riding Warehouse has always had excellent customer service, but this seemed above and beyond. While the Tuffrider brand is one that I'm familiar with, I think I'll keep my eye on them for future purchases. If they're going to back up their products this well, I am all in.
I was shocked! Riding Warehouse has always had excellent customer service, but this seemed above and beyond. While the Tuffrider brand is one that I'm familiar with, I think I'll keep my eye on them for future purchases. If they're going to back up their products this well, I am all in.
The next day, my replacements boots arrived. I took them out, put them in my boot bag, and boxed up the defective pair. I am hoping the first pair was simply defective and not representative of the quality of the boots in general. Either way, I am making sure Izzy is a bit more respectful of my space.
I have a lesson with Chemaine tomorrow. I think I'll break them in with her.
Do you have a great customer service story to share?
Do you have a great customer service story to share?
