WAY back in December I ordered a custom tack trunk. My first one ever. I was beyond excited. The retailer (Centerline Style, I’m not going to tag them because their customer service was horrible at the end and I don’t want to send them any business) was having a 20% off sale which included custom tack trunks and it was a deal I just could not refuse.
I emailed the store (which turns out was the owner) with my myriad questions before I placed my order. All my questions were answered quickly and succinctly so I felt “safe” in ordering the trunk. To make a very long story somewhat short, the great customer service lasted for a few weeks and then the customer service fell off the planet. I last received a response to my question about a delivery date in mid-January and it wasn’t an answer, it was a “here is a $40 store credit to thank you for your patience”, which frankly made no sense to me. I placed my order on December 17. The website stated a 6-8 week turnaround, which would have my trunk arriving somewhere between January 26 and February 9.
I had a show the first weekend in February and was REALLY hoping I would have it by then, which would have been towards the 6 week end of the timeframe. The days leading up to the show I emailed, called, online chatted and contacted the retailer online to no avail. No one answered the phone ever. No one returned my call. No one responded to my email. Needless to say I was getting angry and a bit worried.
The week after the show I called the trunk’s manufacturer. They were AMAZING! Turns out they hadn’t even gotten my order until January 2, so the 6-8 week window got pushed out two more weeks. Thanks Centerline Style. They gave me the current status of the trunk’s build and finish time and told me to expect it to be ready to ship in a week and a half. That timeframe had the trunk arriving sometime between February 16 and 23. I had another show the last weekend and February and was super excited to have my trunk. Finally.
The week of the show arrived and I contacted Centerline again. Still no response. No one answered the phone. No one responded to my email. I was starting to get REALLY angry. I contacted the manufacturer again and got some really good and really awful news. My trunk had been done since February 14, but the retailer wasn’t responding to communication from the manufacturer so they couldn’t ship my trunk. Now I was furious. I left a 1 star Google review, contacted the Better Business Bureau, and lastly contacted my credit card that I had used to buy the trunk. You’ll never guess how this ends……….. within 24 hours of contacting my credit card I received this email from Centerline,
“I just wanted to let you know that your tack trunk finally shipped yesterday! Don’t hesitate to ask if you need anything at all, we can’t wait for it to arrive!
To be clear, the trunk actually shipped the day after I got this email. I don’t think the retailer was trying to pull a fast one on me, but I do think they are understaffed and have bitten off far more than they can chew. Retail in 2018 is tough. The Dovers and the SmartPaks of the world do a pretty good job of answering their phone and email in a timely manner, especially when you order something that costs more than $1,000. I’m sure many people have horror stories of the big equestrian retailers and I’m not here to start an argument, but to go over a month not responding to a customer’s requests for information on any order is unacceptable.
In happier news, here are my “unboxing” photos from when my trunk finally arrived last week. In March. 10 1/2 weeks after I ordered it. Boot City is highly entertained by online unboxing photos and videos, so these photos are dedicated to him.
My advice is to shop at Centerline Style with extreme caution. Kelly at Hunky Hanoverian also had issues with customer service at Centerline and if you read their Google reviews, all of them in the past couple months are pretty terrible. I’m excited to have my trunk and am grateful for the discount, but I’m pretty sure the time I spent trying to wrangle my dang order cost more than I saved. We live and we learn!