“Beware: Poor Devoucoux Customer Service!
Towards the end of 2021, I made the decision to invest in a Devoucoux Saddle. Given budget constraints, I opted for a used one from the company, having enjoyed years of riding in their saddles and appreciating their quality. Previously, a representative from Devoucoux had visited the barn, fitting both my horse and my trainer with great satisfaction. This positive experience led to multiple saddle purchases at our facility.
However, upon receiving my purchased saddle, I noticed a concerning crease at the twist. I promptly notified the representative, only to be assured that the saddle had been thoroughly inspected and deemed fine by Devoucoux. Despite this assurance, my horse began showing signs of discomfort after just a week of use. Upon the rep's inspection, the saddle was sent back to Devoucoux. Unfortunately, upon its return, the crease persisted, and over time, the saddle not only failed to feel right but also caused discomfort to my lower back.
Compounding the issue, the original representative was no longer available, and new hires struggled to address my concerns effectively. Despite extensive communication, including 15 pages of text messages and images with the second representative/manager, little progress was made. Even when a third representative was assigned to my case, logistical issues impeded our ability to connect, ultimately leading to further delays and frustrations.
Meanwhile, I sought professional opinions from two veterinarians due to my horse's discomfort. Both confirmed that the saddle was indeed broken. As someone working within the veterinary field myself, this confirmation only solidified my concerns.
Finally, a new representative from Devoucoux showed promise, promptly attending our appointment and diagnosing the saddle's broken tree. However, despite her efforts, Devoucoux ultimately concluded that they were unable to rectify the issue, leaving me with no choice but to purchase a new saddle.
This prolonged and ultimately unsatisfactory experience with Devoucoux's customer service has left me disillusioned and disappointed. It serves as a cautionary tale for others considering purchasing from the company.”
“Shocking experience, “Fitter” came out 4 months ago, don’t recall her doing much fitting but I thought let her do her job she knows what she is doing, saddle ordered, alongside other items amounting to nearly £5000, I advised more horse was in a extra full bridle, she advised devoucoux come up big so will need Full size with bridle and breastplate, she measured the girth I was using at the time and ordered the same size, so the saddle is far too tight, and leans to the right, the finish is not good either underneath, the bridle and breast plate are in the very low holes and looks ridiculous, and the girth no where near fits, the Fitter didn’t allow for the new saddle girth straps being shorter! I had a independent saddle fitter assess it, the saddle is so tight and just does not fit him in any capacity, following speaking to the devoucoux fitter who said she can come out and refit the saddle, why would I be stupid for a second time, she didn’t fit appropriately at the fitting and I have lost all confidence and trust in her and devoucoux, she has told me to box it all up and her manager ( Lillian ) will be in contact with me, I emailed Lillian over the weekend, and haven’t received a acknowledgement for my email, I will most certainly be chasing this up tomorrow for my refund, and to collect the said items, shocking and so upsetting.”
“Purchased a saddle in May 2022, 30 day free trial . Saddle finally got collected after weeks of me chasing up rep . Has taken nearly four weeks for refund. I had too get my bank involved as I was getting no where with devoucoux. Would strongly recommend you think before you buy. Customer service non existent !!!”
“We purchased a £4500 dressage saddle for our daughter. Leather has “ribbed” and appears to be of very poor quality. Devoucou have given us a load of excuses (mainly that this our fault!) and refuses to honour the warrant and repair it. Spoke to sales manager in France and he put the phone down on me twice. Very unpleasant experience. Will not ever by Devoucou again.”
“Saddles quite nice, but they did no fit the horses they had supposedly been made for. Devoucoux are TERRIBLE, I spent £12k but did not want to know at all, would not return calls, would not in any way discuss.
I was warned but stupidly I took no notice.
I’m now back with Childeric. Better product, better personal service.”
