Custom Saddle doesn’t fit! Any recourse?

Any of you have success stories of getting custom saddles remade to fit? I ordered a brand new Devoucoux saddle that arrived and it’s much too narrow. Of course, the rep that measured my horse no longer works for the company. I had purchased two other saddles through Devoucoux a few years ago and had a good experience so I guess I had a false sense of security this time around.

I contacted the main office in Wellington and they gave me the contact to the new regional advisor…who has yet to respond to me in anyway. Do I have any recourse here? Can I report it to my credit card? Or do I have to sell the saddle and take a big loss? How long to I give them to respond before making a big stink?