The Truth Hurts

"Had a bad experience with Tack repair after spending over $750. Spent money to send it back and have item fixed and product was not fixed when I got it back and I ended up fixing it myself and didn’t get any money back.” ~Anonymous

A couple months back we posted a quick Customer Survey with some pointed questions to help us gather information about our customers. Where you live, what you do with your horse, etc… and most importantly to gauge how we are doing as a company. To date, there have been 661 responses to this survey. The survey was completely anonymous, which we hoped would garner the most authentic, unbiased responses. And boy did it!

The last question on the survey, was the most valuable.

“Tell us what you really think! Please elaborate on any of the above answers, and/or share with us any comments or suggestions you think we should know.”

We wanted to hear the good, the bad and the ugly. The things you might say to your friends about us, the things that keep you coming back, or disappoint you, frustrate you, or down right make you mad about how we operate. It was a platform for you to anonymously vent, and it is the most constructive feedback we have ever received.

And while you might expect me to brag on the numerous positive comments we received, that’s not what I’m going to do.

Today I’m going to do something a little unexpected. Some might call it reckless. Something you probably haven’t ever seen another company do. I’m going to unveil the skeletons in our closet and show you each and every one of the “negative” comments that we received from our Survey. I’m not leaving a single one out, no matter how harsh and embarrassing they are. Some require a response, some don’t. But each and every one allowed us to learn how we are failing. How we need to improve, and grow and be better. So thank you for your honest critique of our company, I promise you we are listening and will be better because of it.

(*Responses shown in italic, and grouped according to subject when applicable.)

I love my sets. You guys helped me design all my sets. However, even being flattered, I saw you sold my design online, not happy. I like to stay different. That's my only complaint. Only!

Let me just say that you are not the first person to voice this concern, and you are justified. We are guilty of being short-sighted in the assumption that customers were complimented by this gesture, and have since changed our policy regarding this. Sorry for the lapse in judgement on our part, it won’t happen again!

Well I scored your company low on quality because when I received my tack set there was a crystal already missing from the concho and I've only put it on my horse maybe 5 times and a stud already fell off. The tack set was a big birthday present for me from my parents and I know they spent a lot of money on it and I was hoping it would be a lot more durable then it is... I think it's beautiful and everything I wanted but it's hard for me to justify spending that kind of money again on something that doesn't hold up very well.

I would score us low too. I’m so very sorry to hear this was your experience, and would love to repair or replace these items for you. Thank you for this detailed feedback, and I am sincerely sorry that we let you down.

Warranty goes a long way when selling tack at the price point to which you do. Knowing that there is a lifetime warranty on the crystals and "metal" used carries a lot of weight when deciding which company to give my money to. This is why I have 4 (custome/large $ amount) Luan's Tack sets and 0 Heritage Brand.

We couldn’t agree more on the value of a lifetime warranty! Which is why all HB products have and always will come with our Lifetime Manufacturer’s Warranty, it’s one of the services we are most proud of, and I’m sorry you weren’t aware of this. It’s transferrable as well, in case you ever sell your HB product. We will work harder to make sure we communicate this better. Check out our Warranty.

I love your tack. I feel like there is a disconnect with your website as compared to your Facebook. Photos on FB are much more detailed and many more choices than I've seen on your site. Don't change your quality. My headstall and breast collar is spectacular and well worth the money!

Yes! It’s a constant struggle to convey the same detail you see in the editorial style FB pic’s on our website, as well as not flooding the site with too many options. FB is a great place to see the most current creations, many of which are added to the website for immediate purchase. Know that we recognize this disconnect and are working towards a new and better site design to improve this!

I love y'all's stuff and y'all do a good job but it's really expensive which is a huge turn off because it goes on an animal with a mind of its own who doesn't know how much you spent on that breast collar/headstall they just broke.

Your tack is really beautiful: high priced for the average horse owner

Love love love your stuff but dang it's SOOOO expensive. Yes others are more expensive than HB but I actually would buy more HB if it were not so pricey. Yall's tack is by far the coolest, but sadly one of the most expensive too.

Just wish it was more affordable.The last price increase was just too much. Your tack is high quality but the prices have gotten outrageous.

Your tack has gone up too much.

Love all tack just way to pricey for canadian dollar. Wish made some less pricey sets.

I love the work. Some things I do find really to pricey.

Love the look but sooo expensive

I dream of owning a HB set one day. Designs are beautiful! I'm sure the time spent on them and quality set the price but I can't see myself spending the amount on a tack set. I'm envious to those who can/do. I love this Brand.

Love your tack just hard to afford.

Love your tack! A bit spendy for me and my lifestyle but would love town a set someday!

Overpriced

Love your Work but they are Too Much for me to spend

I love your tack it's amazingly beautiful! but it's so outrageously expensive, i slightly doubt I'll ever be able to afford this tack.

I love your products just wish they were a little more affordable.

I think it's to expensive for most people, but of course you have to be able to make a living as well.

Love the designs but very expensive.

You produce beautiful pieces of high quality tack, however it is very expensive. I would own more pieces if it wasn't for the price. I also have one breastcollar for special occasions.

Love the tack but wish there were some less expensive options as well. Definitely want a halter at some point!

And the winner with the most frequently submitted suggestion is… “your prices are just so high!”
While it might be easy to respond with “you get what you pay for” or “it’s not for everyone”, and while those things are true, let me go one step further.

We are dedicated to being the very best tack company on the market. Not just in quality of materials, warranty, design or customer service but in ALL of these categories. We don’t cut corners, we don’t settle, and we are constantly evolving and improving.This huge banner hangs in the middle of the production area, it is our mission statement and the heart of what we stand for~

At HB the order of importance goes like this: 1. Quality 2. Design 3. Price. We absolutely won’t compromise on #1 or #2, just to decrease #3. And because of that we know that we aren’t necessarily on budget for everyone.

I wish you could have sales so ppl like me could afford your beautiful tack

Good news! Each Summer we have the “Famous Heritage Sale” where each and every item is 25-50% off retail prices! It’s a chance for us to clear out items with discontinued hides, crystals, conchos, etc… and gives our customers a chance to snag pieces at huge discounts. Plus all pieces come with our amazing Lifetime Warranty.

REPAIRS

I own 2 Heritage Brand breastcollar/headstall sets and absolutely love them! However, one set has berry conchos with crystals glued on and I do frequently lose the crystals and have to ship it back to be fixed about once a year. But they have amazing customer service and the quality of their tack is amazing!

Love your tack. However, I wish there was an easier way to replace lost crystals other than having to ship it all back. Also, wish there was a way to build a set online so that I could see what it looked like prior to ordering. The prices are getting to be a bit much too. :(

Dang shipping! We agree with your frustration, and are working on a more convenient solution so stay tuned! Until then, know that we prioritize all repairs in order to get your product back to you as quickly as possible. Typical turn-around time is just a couple days in fact! Return Shipping Form.

Have a set, used it for one season, maybe 15 times and the white leather is cracking.

Over the years we’ve had 3 items that we’ve had to recall due to manufacturers issues. A small shipment of white gator is one of them we didn’t catch in time, and unfortunately it sounds like you have received an item from this batch. Know that your set is 100% warrantied, and if you return it we will immediately re-make the item and cover all shipping costs. I am very sorry for your inconvenience and hope that you will allow us to rectify this situation.

As a barrel racer I would like to see short cheek headstalls for gag bits & draw bit headstalls with the same measurements as the Loomis. I have ordered multiple HB products including 3 custom orders. It's pricy so I do a little at a time, but my favorite tack company for sure.

I wish the headstall's/cheek pieces were smaller for standard size only because if you have a horse with a small head your not really seeing any of the tooling.

Being a barrel racer myself, with a professed bit addiction, and horse buying habit you guys are speaking my language! We offer numerous options, from shortened cheek pieces, custom length poll straps, nylon Loomis style draw cheeks, etc… at no additional charge. There’s also no charge for modifying existing products, if you find your favorite HB headstall needs shortened for a new horse/bit and we can even send you replacement pieces to “grow” a previously shortened headstall. And breast collars? Yep, we do those too! Check out our custom sizing options here.

The quality of your tack seems great but if you're not into a lot of crystals there's not much to choose from.

Make more options without crystals to appeal to men.

Agreed. We are definitely known for specializing in, and generally advertise our more extravagant designs, but since we are custom we can always accommodate orders for a more subdued look. From fully carved pieces with no bling, incorporating handmade hardware, hide with no crystals, etc… Custom Order Page.

i wish the leather was thicker on your breastcollars. They are really beautiful, but the thickness just isn't there for me. If I were to buy anything from heritage brand it would be a headstall. I used to own some of your tack that was stolen and the new stuff just isn't the same as the old. I still love looking at the stuff online.

Having purchased almost $4000 in products from Heritage. I believe that when you first split from your mother the quality of leather was better, the last two head stalls i have purchased, it seems as if the finish actually wears off. Otherwise, you all rock!

Thank you so much for this feedback. Since we manufacture all items from the ground up, we have complete control over leather thickness, finish quality, etc.. and we will work to improve in these areas.

Have tried to custom order twice recently- man in charge of design help was not of any help nor does he have an eye for design- very disappointed in his desire to help achieve the look I wanted- gave up.

That would be Jim, my husband, that you spoke with. He’s been taking nearly all the custom orders around here since 2007. I do understand the frustration of not feeling like you’re being heard, and sometimes it’s just not a good fit for whatever reason. There’s several designers at HB, and we would love the opportunity to try matching you with someone that might better share your design aesthetic.

If the site has and internatinal pay oftion it would be affortable to purchase a tack set out of the US then having to waite to go to Texas on vacations.

Our website uses PayPal, and does allow foreign currencies to be used via credit card. If you ever have a problem please contact us and we can accept payment via phone or email, whichever is easiest for you. Hope that helps!

When you sponsor someone it shouldn't matter whether they are a 3D or 1D rider

Thank you for this suggestion. Please read my blog post “10 Ways to Not Get a Heritage Brand Sponsorship” for an inside look at the how and why we choose our endorsees.

Thank you to everyone that contributed these suggestions and comments. I’ve got a sticky note in my office that says:
“You will find the things you least want to hear will help you grow the most”.
So even if it’s uncomfortable and sometimes stings to hear, thank you for your honesty and we promise to be better because of it!

Until next time ~ Jess

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1 comments

  • Jodi Monarch 03:16 PM

    I bought a set thru one of your retailers. Upon receipt, the poll strap was too long for my tiny mare and covered up alot of the cheek pieces. I contacted you, and even tho I didnt buy direct, you made me a custom size poll strap and shipped it for $25 and I had it within a week. I am thrilled, and still have the original strap if needed for resale in the future. Thank you!

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