Anyone else having issues with Smartpak?

[downen]

I wrote a while back that I thought SmartPak’s marketing position was unsustainable. At first it was a great concept, packaging individual supplements for ease of feeding, particularly in a boarding situation. They should have stuck with that. But then they expanded to become a general retailer, and their very lenient return policies made for a lot of loyal customers. But while their customer base grew, their expenses probably grew exponentially. Not to mention their product guarantees. Colic Care Insurance? I’ll bet they came up with that without thoroughly running the numbers. My guess is that they have been running in the red for a good period of time.

Anyway, this is all just conjecture from me so take it for what you will, but I would not be surprised if, as another poster commented, this is the end for SmartPak as you all know them (I stopped giving them my money years ago).

[keysfins]

@Sarah from SmartPak

@SmartPaker Sarah

@SmartPak Customer Care

Looking at the profiles of the first two users (the same person?) shows that they were/are on line here at 9:25 this morning. So hopefully they have read this thread and will give us all some info.

[soloudinhere]

Blowing out their own brand’s inventory, including blankets at the height of blanket season, plus shipping delays etc…

It does not feel to me like a business that is secure and profitable.

[keysfins]

@soloudinhere

Blowing out their own brand’s inventory, including blankets at the height of blanket season, plus shipping delays etc…

It does not feel to me like a business that is secure and profitable.

Actually, many of the horse supply sites have blanket sales late December and January. I have received a ton of emails from e-tailers for “Blanket Clearance Sales”. I do not find that part surprising at all.

Shipping delays—that IS a problem, especially with the parts of the country that have had such cold weather.

Still wish we had some response from:
@Sarah from SmartPak
@SmartPaker Sarah
@SmartPak Customer Care

[keysfins]

From the SmartPak Blog, dated 1/11/18, hiring Pickers/Packers

http://blog.smartpakequine.com/2018/…-pickerpakers/

Posted on January 11, 2018 by Human Resources — No Comments ↓

SmartPak’s temporary Picker/Packers are responsible for picking items listed on a customer orders with a handheld scanner, completing that order, and sending that order on for further processing.

What we’re looking for:

• Positivity, adaptability, and willingness to work as a team
• Ability to read, write and understand English
• Attention to detail with ability to count accurately
• Ability to follow directions and complete work in compliance with company standards
• Basic computer skills (on/off, reboot, etc.) are a plus

Physical demands:

• Must be able to lift product up to 50 lbs
• Capable of standing, walking, lifting for extended periods of time

This temporary role is expected to last for 1-2 months.

[keysfins]

Also hiring CS Reps, dated 1/10/18

http://blog.smartpakequine.com/2018/01/customercarerepresentative/

Customer Care Representative

Posted on January 10, 2018 by Human Resources

The Customer Care Representative role is an exciting position within SmartPak’s call center, with the opportunity to communicate with our customers in a variety of ways on a daily basis:

• Promoting brand loyalty by providing solutions to SmartPak customers for their equestrian needs
• Increasing sales of SmartPaks, supplement subscriptions, and tack and equipment by demonstrating an expertise in our current product assortment
• Cultivating relationships with our customers by providing exemplary customer service
• Driving brand-building initiatives through the execution of marketing programs and promotions
• Provide accurate account management and follow-up based on customer needs
• Call center environment offers the opportunity to work with our customers on different platforms, including phones, email, chat, SMS, and social media

Other responsibilities will include:

• Giving exemplary and seriously playful customer service
• Selling SmartPaks and subscription-based programs
• Understanding internal tools and systems
• Learning about equine and canine health and nutrition
• Honing your SmartPak voice
• Taking charge of your professional development and growth with assistance from team leader
• Maintaining a good standing in Attendance Policy
• Other duties as assigned

We get you because we are you; here's why:

• Full-time role, salary, with benefits
• Participate in potential sales or service incentives based on company needs
• Continuous learning opportunities available for personal professional growth
• Consistent schedule which includes at least 2 evenings a week; and 2 weekend days a month on a 4-week rotation
• Various career growth opportunities based on personal skillsets and business needs
• Employee benefits including health, dental, vision, subsidized gym membership, 401K, employee discount, and additional exciting benefits

What we're looking for:

• Equine experience
• Focus and passion for helping customers and their horses
• Sophisticated verbal and written communication skills
• Basic knowledge of Microsoft Office, including Word, Excel, and Outlook
• Willingness to learn new computer systems
• Ability to offer creative and out-of-the-box solutions
• Proficient time management and organizational skills
• Confident, risk-taker with a great sense of humor
• Exhibits sales aptitude and willingness to improve upon these skills
• Comfortable working independently, as well as in a group
• Customer service experience preferred
• Telephone and/or retail background are a plus

[trubandloki]

@keysfins Thanks for the posts. It reads like they know there is an issue and are trying to fix it with that job posting.

I have to agree on the blanket sale thing too. Pretty much all of the online retailers had huge blanket sales at the same time. It is not a sign of them failing.

[furlong47]

@trubandloki

@keysfins Thanks for the posts. It reads like they know there is an issue and are trying to fix it with that job posting.

I have to agree on the blanket sale thing too. Pretty much all of the online retailers had huge blanket sales at the same time. It is not a sign of them failing.

It’s pretty typical for retailers to be clearing winter items out now and bringing in the spring/summer lines. Not just tack, but all retailers. I broke my ice scraper last week and will be damned if I can find a replacement, but I can purchase a bathing suit no problem.

[keysfins]

I just texted about one of my orders. I got an immediate reply, very responsive to my questions.

Text to 267-56

[keh]

My order placed today has shipped. Hopefully they’re back to normal!

[keysfins]

And another job posting from later today. Hopefully this means they are listening to their customers.

http://blog.smartpakequine.com/2018/01/warehouse-fulfillment-manager/
[h=1]Warehouse & Fulfillment Manager[/h] Posted on January 15, 2018 by Human Resources — No Comments ↓

The Warehouse & Fulfillment Manager will be responsible for managing the warehouse and fulfillment departments to include the following areas: receiving, replenishment, picking, shipping, returns and personalization. They will be responsible for managing continuous improvement for these areas as well as maintaining standards for productivity, quality and safety.

Essential Job Functions:

• Manage processes for warehouse and fulfillment departments
• Lead a team of 100 SmartPakers with multiple supervisors and leads
• Develop, track and measure metrics and objectives to match company requirements and drive customer service and profitability
• Maintain inventory control for all products
• Make decisions on personnel and job requirements
• Plan for automation integration, peak seasons and changes to processes
• Be a physical and intellectual leader. Set the standard in your area for never walking by a problem, getting your hands dirty, working hard always and maintaining a positive attitude.
• Maintain a high level of safety.

Other Major Duties and Responsibilities:

• Lead project teams
• Present proposals or results of projects
• Attend trade shows or visit vendors to research equipment or processes

Qualifications:

• Bachelor's Degree
• 5+ years' experience in warehousing and fulfillment leadership positions
• Strong communication skills, both written and verbal
• Strong skill set for organization, training, conflict management and decision-making
• Solid understanding of WMS, WCS and automated equipment for warehouse and fulfillment applications
• Good understanding of Lean principles and concepts

[soloudinhere]

Posting a job on January 11 to try to hire to resolve an issue with fulfillment that started the previous November is a bit tardy, eh? I mean even if you started interviewing candidates today you are weeks from actually hiring and training someone, never mind many people. It will be March before any of those resources could potentially be deployed to meet a need.

I get what they are trying to do but temps are not that hard to find to immediately fill roles alongside trained staff. Meanwhile they have a 10 page thread on a major board discussing how they can’t ship stuff on time.

[Madison]

I placed an order on the 7th, my email confirmation estimated it would arrive on the 12th. On the 14th I finally got an email saying my order was on the way, estimated to arrive on the 19th. I don’t know what’s going on, but there is clearly a problem they have to resolve or they are going to lose orders. My SmartPak supplement shipments however seem to still be going out on time, so apparently that shipping system is not affected by whatever the current issue is with other products.

[amb]

@keh

I emailed them & was told they “had a “perfect storm” of Holidays, our blanket blowout sale, and power outages in the warehouse, that contributed to a little bit of a backup.”

On the one hand, sure, and the storm we had 1.5 weeks ago was truly awful; power was out for days for some people and this is what downtown Plymouth looked like:

https://twitter.com/rgoulston/status/948997410507972611/photo/1

Hopefully they’re away from the coast at least (I just know they’re somewhere in Plymouth), but getting around was awful for several days and I bet they were short-staffed if they even had power.

On the other hand, some of this stuff is still hanging from December and they have a west coast warehouse now. Not providing realistic shipping dates for new orders is quite poor.

[Gainer]

It seems supplements are being shipped from Mass. and appear to be shipping almost on schedule. At least with my last few orders, all other items seem to be shipping from Reno. Packing of orders from Reno seems to be very, very slow, along with the added shipping time. I’m wondering if that’s going to be their new system. If so, customers on the East Coast are likely to be disappointed since we’re used to receiving orders within a few days. Whatever the heck they’re doing, they need to post realistic shipping dates and not the fantasy dates they’ve been showing for the last three months.

[preppyeq]

Waiting until months after the issue started to hire more help is ridiculous. This thread started in October which means it took three months for them to take any action and it will take another couple of weeks before anyone even see a difference in service. Also, the lack of response from SmartPak on this thread is seriously insulting. Horse products are expensive and we all spend a lot of money at SmartPak so for SmartPak to ignore this thread at this point is mind blowing. Especially knowing that it has been brought to their attention multiple times on Twitter and they are clearly logging into this site.

For anyone who is looking for great service, I just ordered from Stateline on Saturday with an estimated delivery date of next week. It shipped on Sunday and it will be here tomorrow.

[drafting_dots]

I just had my first order delay ever and it was a bit annoying. After waiting a week, I contacted customer service and they shipped out my order the next day with expedited shipping. So overall, I still can’t really complain. It wasn’t anything urgent, though.

[preppyeq]

@drafting_dots

I just had my first order delay ever and it was a bit annoying. After waiting a week, I contacted customer service and they shipped out my order the next day with expedited shipping. So overall, I still can’t really complain. It wasn’t anything urgent, though.

You’re lucky they expedited your shipping. I reached out three times for my last order and they never offered to expedite it. They estimated that it would ship a week and a half after it was originally supposed to.

I’ve been trying to chat with SmartPak all day and yesterday too and it keeps saying its unavailable. What is the point of having a chat option if its not going to be used? I’ve literally be trying every 20-30 or so minutes since 8:30 this morning and its now 11:30.

[Alibhai_s_Alibar]

@Madison

I placed an order on the 7th, my email confirmation estimated it would arrive on the 12th. On the 14th I finally got an email saying my order was on the way, estimated to arrive on the 19th. I don’t know what’s going on, but there is clearly a problem they have to resolve or they are going to lose orders. My SmartPak supplement shipments however seem to still be going out on time, so apparently that shipping system is not affected by whatever the current issue is with other products.

I’m on a similar timeframe with my order (placed on Jan 8-9, I think). Until yesterday, the order tracker said that my (in stock) order would ship on the 9th and arrive around the 12th. Tracking label didn’t actually get created until the 15th. I’ve been very loyal to SmartPak for years because the customer service is very good and the shipping is way faster than anyone else, but until I see that there’s a resolution to this, I’ll lower my expectations and probably not always use them as my #1 option for orders.

[SendenHorse]

I already have backup options if this continues, for the specific supplements I use.