Bunyip Saddlery

I do not write reviews often, so it is a real shame that I have had to do this, and it is all over a simple matter of miscommunication. I have had such a disappointing experience with Bunyip Saddlery. Text messages and photos attached.I sent an enquiry though to Bunyip Saddlery to enquire on some custom cotton reins in late February 2022. I did not hear back from them, so found a contact number online and sent through a text message on the 5th March. I gave specifics of what I was looking for and sent through a photo, asking for black. Jenny explained that she did not have cotton in stock, but had a different kind of rope. I asked whether there was any chance that she could order cotton in, and she said she could. (Text messages attached to this review). We spoke on the phone a day or so later, and asked her, “so just to clarify, they will definitely be black cotton?”, and she confirmed that that was what I would be ordering. (She will reply to this review stating otherwise, and I wish I could have recorded the phone call to prove this).I paid Jenny $70 and my reins arrived on 24th March. I sent Jenny a message letting her know that the order was incorrect. I got sent white cotton reins instead of black. She called me, and I missed the call but was left a voicemail with a very rude, passive aggressive tone. I have a copy of this if anybody would like me to forward it to them. I cannot attach it to this review. Transcript:“Hi Chantelle, it’s Jenny Lesley from Bunyip Saddlery. I’m trying to get back to you, to reinstate what I said to you last week. I can’t. get. black. cotton. I told you that. But anyway, you’ll have to ring me back because I’m *sigh* a little bit busy at the moment. Ok, I will talk to you soon, bye”.I specifically chose not to call Jenny back due to the tone of this, and decided I would reply via text message. I sent the reins back and without following up with me first on where I wanted to go next, Jenny made a different set of reins. I contacted her today to check whether she had sent the new set (which I hadn’t asked for - I was planning on asking for a refund and hadn’t spoken to her yet). I asked her to please not send me another pair and I would like a refund instead. I expressed my unhappiness with how the situation had been handled, and Jenny attempted to make me feel bad by informing me that her husband was in hospital. This is sad news, but frankly completely irrelevant to her capacity in which she should be speaking to customers. I was blamed for costing her money and wasting her time in what seemed to me to be a really solvable situation. I was told not to call Jenny anymore. I have since told her not to worry about the refund and am happy to cop the loss if it means not speaking to her again.Be careful ordering from this business. Sometimes orders get muddled up or miscommunication occurs which I totally understand in online business. However, the way a business handles these types of issues can really make or break them. If something happens with your online order, this woman may blame you as the customer and become narcissistic and abrasive when she should be apologetic and accommodating. Save yourself the headache and the money and shop elsewhere.