Newmarket Saddlery

ordered a combo rug online, the day I got it I tried in my horse immediately, found neck section flawed & straps had to be left undone for the horse to put head down to eat without choking, it has been an ongoing battle since to get a refund even though I spoke to owner [Name Removed] on the day I got the rug, I said I will take pics & send to him… Read more

& he said he would ring me back later that day, 13/6/25 sent pic with explanation & he never rang back so then started.the battle via email& still ongoing. Contacted fair trading who stated I was entitled to a refund due to a design flaw, Newmarket state NO REFUND FOR CHANGE OF MIND only a credit or exchange, but nothing if there is an issue & it is illegal in Australia to not provide a refund for a design damaged product.

Disappointing – Waited 28 days to receive my order before calling asking for an update on two occasions the first call I was told the product was out of stock and they would call me back then the second time I called they said the western store was closed and they would have to call me back again.

nice looking rugs but not very strong – I bought 4 rugs but not very good quality, the first time horse wore one it ripped. other horse completely wrecked it. None of them came clean after washing. very disappointed as rugs were valued around $150 but were on sale for $69 I thought I was getting a good quality rug at a bargain price.

Repeat customer for a reason – Have dealt with this company numerous times & never had issues. Their rugs fit great & always as described. Postage costs reasonable and always prompt transaction. No problem in recommending this company.

Great value and great service – I bought a saddle recently and am very happy with the value for money and customer service. They emailed me the day I placed the order to let me know it wasn't in stock, but that it would only take a few days to order in. They supplied the mounts for free and my saddle arrived quickly, (delivered to country WA). I couldn't fault Newmarket Saddlery, will definitely shop here again :)

Nasty, bullying people if you detect an issue with product – Unfortunately my rugs started leaking after washing. After some steady rain, two of my Newmarket rugs came off the horses absolutely sopping wet, soaked through. Newmarket sell rugs with a 2 year “guarantee” against waterproofing but they won’t honour the guarantee - it’s worth nothing. I sent the rugs back at my own expense, then I was messed… Read more

around for weeks while were “water testing” the rugs and claimed they do not leak. They can water test all they like, it doesn't change the fact they leaked badly when on my horses. Giving them the benefit of the doubt, I guess that their methods just don’t replicate the natural conditions my horses experienced. But the business owners seem to really like to argue, and continuously denied there is any issue. I can understand that they may want to identify specific issues for quality control reasons, but honestly its black and white for the end user. If they didn’t leak for me, why would I bother going through the process of returning them? Defies logic. I had nothing else to gain – just wanted to keep the horses comfortable and dry. Regardless of what they believe, you’d think that it’s in their own best interests to just replace the rugs or offer any kind of solution, rather than arguing and wasting their own time and mine, rudely implying that the customer is either lying or some kind of idiot, and consequently losing my business and also potentially others that I share my experience with. No solution or compromise was offered. The on't value the customer, and they must not value their own time or reputation. It’s just bizarre behaviour - for the sake of a couple of cheap rugs! They also said that if other customers believe my “story”, they don’t want their business anyway because they will just cause problems… (problems... like daring to raise any kind of issue with them? Hmmm)

I hope my review spares some other customers from this ridiculous experience.

EDIT:

I’ve just received a contemptuous, bullying phone call for posting this review, threatening legal action. I’ve recorded the calls. The problem with the leaky rugs is much less of an issue than the absolutely disgusting behaviour you are subjected to if you detect an issue with their product. I never asked for a refund, just any offer of a solution that would keep my horses dry - not a single attempt was made by Newmarket Saddlery. Just condescending, boorish phone calls. With a little understanding and basic customer service skills this could have been resolved very quickly at minimal cost. Yet here we are. There’s a lot I could say about the character of these people, but I’ll refrain to ensure my review stays right here. I don’t wish to waste any more of my own time or effort.

Bad business practices, selling products not in-stock – Don't be fooled by fantastic sale pricing when shopping online, it's been my experience the products advertised aren't in-stock. This company is more than happy to take your money for goods not in stock but if you try and cancel you'll be slugged with and order cancellation fee, absolutely disgraceful and disgusting business practices. Recently I… Read more

placed and order for an item needed for my daughter to attend a riding camp over the Christmas break. As above, the item I ordered and paid for wasn't in-stock, I cancelled the order and was charged 6% for them not having what they advertise in stock.

Gave them a second chance and got stuffed around for a second time. Same issue, placed an order for products advertised but size not in stock again on 1 item. Had to take a smaller size or again cop a 6% cancellation fee.

When my order arrived it was missing the 2nd item all together. The final insult was having the displeasure of being told by a very rude staffer I was being dishonest about what I was advised by another member of staff regarding stock level of the 2nd item. Luckily I had to email to prove her wrong, now she won't respond.

Unless you can physically purchase in-store I highly recommend you do NOT even consider using this unprofessional, poorly managed company staffed by incompetent ,very rude and dishonest people. This isn't what horsey people are about.