I've spent thousands of dollars in this store, including over $2,000 for a new Bates saddle. 17 mos later the saddle literally fell apart because one of the bolts connecting the side to the tree snapped in half. Mary's could not be any less accommodating. Took a full day for the Sales Manager, Juls, to call me back. She said the saddle had a one year warranty. Wrong- the Bates website says two years on parts and 10 years on the tree. I brought the saddle into the store to speak with Jules and show her the broken bolt. They asked if I'd made an appointment!! After waiting 15 minutes she finally came to speak with me and said the saddle was defective and had to be sent to Bates and I'd be without my only saddle for a month. Despite having dozens of saddles for sale (new and used), Juls said she could not make any arrangements for me to use a saddle during this period. They basically said they were doing me a favor sending it to Bates and washed their hands. UNBELIEVABLE. Then she said I should not expect more because these are the ""small saddle companies of the world."" Yea-- real small. Bates advertises that they ""have distributors and retail stockists in five continents."" STAY AWAY FROM MARY'S. Worst customer service I've ever experienced anywhere.
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