Jay Palm Saddle Shop, Petaluma CA

Best place for quality leather and custom leather goods. They have made 3 custom belts for me that are excellent!

Very pleasant place I enjoyed the staff they took care of me very well I appreciated it

I try as much as I can to purchase locally but with the decline in customer service it has become increasingly difficult. Jay Palm Saddle Shop is apart of that very poor and rude customer service these days.

I came in and spend over $200.00 on work boots. After wearing the boots for the first time in the rain (advertised as waterproof) they failed and the lining separated. I went back to Jay Palm and they said they would warranty them through Ariat for me. It was explained that it could take 3 months which I agreed to.

After three months of waiting and a few calls in to see where the warranty work was I called again. I was frustrated. I was again informed that they were calling every week with no update. The older woman there (I believe to be an owner) never once called me on her own to give an update. I had to call them every time. That is very poor customer service. I was frustrated and was trying to explain why I was so frustrated, not because of the time frame, but because of there lack of followup and informing me the customer. The woman hung up on me three times because she didn't like that I was frustrated. She didn't think it was her fault at all even though she is an Ariat provider. She was down right disrespectful in how she talked to me. She doesn't deserve any customers.

Even with how rude she was she made another call to Ariat. And to her surprise (not mine), there was a mistake made during the return months prior. Not once she did apologise for a product that she sells making a mistake. In the end if you sell a product you support that product and should take some responsibility. The customer should not be blamed for a mistake they weren't even apart of. I'm overly tired of businesses blaming customers and making them feel like they should owe the business.that's what Jay Palm Saddle Shop did to me. And on top of everything I was made to spend my money there. All I wanted after all the mistakes that were made by Jay Palm and Ariat was to have my money returned. Nope, they forced me to spend my money there. Disgusting customer service. Will never again spend my hard earned money there.

If you want to go into what Saddle Shops used to be, go to Jay Palm's. The folks there are knowledgeable, caring and service orientated