I just sent this E-mail to their company. I will update when I receive a reply...
To Whom It May Concern:
Back in August, I ordered a 14-strand mohair blend girth belt from buytack.com, based on reviews of the product from other friends. I was very pleased with the product and workmanship and passed the info onto others. I am part of a small group of theatrical and motion picture prop-makers, and the custom color girth is somewhat of a 'hard-to-find' item. Buytack.com was the first company we had seen in months to offer this piece at a reasonable price.
After paying express shipping charges, I was alarmed when the item did not arrive within the supposed 3 or 4 days. After sending an E-mail to inquire, I was informed that custom orders take longer to process. Although this information was not posted on the website at the time, I see it has been updated. Unfortunately, I never received a refund for the express shipping charges.
Now, several of my friends that ordered from you, based on my recommendations, are complaining about the workmanship and your return policies. One friend in particular received a girth (custom color: maroon), with two 'D' rings attached to the center of the belt - NOT what was pictured. When he inquired about returning the item, he was told that custom orders cannot be returned. There are two problems with that: 1) Nowhere on your webpage does it say that custom orders cannot be returned. 2) The item he was sent is NOT the style pictured. He did NOT order 'D' rings on the girth. If he had wanted extra rings, he would have specified the variance from the picture on the website.
Another customer received a natural girth with custom color crossbars. At the time of his order, there was no clarification on the website about the difference between crossbar and solid colors. I notice that the webpage has been updated to reflect this. Of course, since it was a custom job, he was unable to take advantage of the return policy as well.
Since I was the person who passed your site onto others, I feel partly responsible for the information I passed along to them. If your company cannot correct small orders, then we will continue our search elsewhere. At the very least, I believe your company should review its return policy. I understand that our non-equestrian group is just a small fractional demographic, but your lack of acceptable policies make it difficult for us to pass along your business information to others. The situation has left a bad taste in my mouth, and without some basic policy changes, I doubt I will order from you again.
Thank you for your time.
Sincerely,
Eric L. Rothlisberger