New England TackReviews of newenglandtack.com

Response from New England TackJan 20, 2024

Dear Russ Hill, Please accept my sincerest apologies for the mix-up with the color of your duster and the disappointing experience you've had with our support team. Sending the wrong item is unacceptable, and we understand how frustrating it must be for the support team to suggest the material would lighten up when that wasn't the case. We've thoroughly reviewed your case, including the pictures you sent, and we see now that you clearly ordered a tan duster but received one labeled brown or black. We were wrong to dismiss your concerns, and we deeply regret causing you this frustration. We want to make things right, and we're happy to offer two options: Exchange: We will send you the correct tan duster without any additional cost. We can expedite the shipping to ensure you receive it quickly. Full Refund: If you prefer not to keep the duster, we can issue a full refund to your original payment method. Please let us know which option you would like, and we'll immediately process your request. We're also taking steps to improve our internal communication and quality control processes to prevent similar issues from happening again. We truly value your business and hope you'll give us another chance to prove our commitment to excellent customer service. Thank you for your understanding. We look forward to resolving this issue for you and regaining your trust. Sincerely, Customer Service Team Manager