New England TackIn our equestrian haven, every visit is a delightful experience, where you'll find an inspiring assortment of riding accessories and thoughtful gifts that captivate the imagination. Whether you seek to reward yourself or surprise a fellow equestrian, our store is brimming with charming items to enhance your journey in the equestrian world.
New England Tack (newenglandtack.com) has 119 customer reviews on Five Star Index, with an average rating of 4.3 out of 5.
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Showing 13 reviews with 1 star · Clear filters
Dawn B.
We got the saddle and noticed there are cracks in the swell. Emailed the company over 24hrs ago to inquire about a return and refund and even added pictures of the damage. I still have yet to get a reply.
Thomas A.
I was sold belts that were not actually in stock then sent different belts with no warning. The belts were sent separately, one was the wrong color and one was missing. Then it took over a week to get replacements and the whole time the person I spoke with could only blame the shipper. I won’t be ordering for you again.
Greg S.
I purchased a black oil skin duster (3x) tried it on and it was small for me. I emailed for a return label (2 times) as per the website, I told them about my problem and I was going to return the 3x and order a larger size. I heard nothing so I emailed them again explaining my problem and asked how they send the return label either email or through the mail, again no response! So I’ve decided I will NOT purchase from them again, and if I talk to someone about ordering from them I will tell my dissatisfaction ! So much for customer service.
Response from New England TackJan 20, 2024
We're so sorry to hear about your frustrating experience with returning the black oil skin duster. We pride ourselves on our customer service and understand how disappointing it must be to not receive a response to your return requests. Firstly, we sincerely apologize for the lack of communication regarding your return label. We double-checked our records and can confirm that the return label was indeed sent to your email address on January 13th, 2024, at 8:16 PM. It's possible the email may have landed in your spam folder or promotions tab, so we kindly suggest checking there. Furthermore, we acknowledge that you sent additional emails inquiring about the label, and we deeply regret that you didn't receive a response. This is unacceptable, and we are taking immediate steps to ensure all customer inquiries are addressed promptly and effectively.
Russ H.
I was sent the wrong color. Support team said it would lighten up over time. I sent pictures, was told I was wrong. Ordered TAN was sent duster with label that says BROWN or BLACK. Support refused to do anything about it. Won't use this company again.
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
Megan
I got sent a coupon code for my “first purchase” the day after my purchase. I’ve emailed twice asking if I could return my current purchase and re-buy with the coupon or have it honored and haven’t hard back but keep getting emails asking for reviews.
Response from New England TackJan 17, 2024
Sorry to hear about your experience. The emails are sent out automatically sometimes, and it was an error on our side. Sorry about not reaching out to you promptly, we were swamped with the Thanksgiving orders. After checking with the customer service, i have confirmed that we have taken care of your request for the additional discount. Please note that our prices are the lowest on the internet, with no compromise on quality. Thanks for understanding.