I've been a happy customer for years, but was very disappointed today when I picked up a dressage saddle I had taken in for a minor repair. One of the flaps was bent, to the extent that it no longer hands flat, and there are creases in the knee roll. The padding in the knee roll is now lumpy. I pointed this out to the woman helping me, and tried to smooth the flap down in the store, to no avail. She went to Frances the owner, who apparently also tried to smooth it down, but who was ultimately indifferent to my situation. No acknowledgment of the problem, no apology and no remedy were forthcoming.
I wish they had taken decent care of the saddle I left in their care.