Anyone else having issues with Smartpak?

[vxf111]

@Sarah from SmartPak

@Sarah from SmartPak

We solved our largest problem first, which was outbound shipping of normal orders. I’m happy to report that we (finally) have resolved that issue, and we’re now turning our focus to returns. I’m hopeful that we can right that ship within the next week.]

Well, er, sort of? My order which was supposed to ship Wednesday didn’t get out until Thursday. Which, thanks to the weekend, means instead of it arriving Friday, it’s arriving Monday. I called CS Wednesday morning and was told it was shipping out that day. Except, it didn’t.

Which normally would be not a HUGE deal except my horse is currently barefoot and is waiting for those hoof boots so he can be turned out. I think he’s going to think those 2 extra weekend days are significant.

No, the world is not going to end over this but it’s annoying. Especially when the CS rep assured me it would go out on time and now you’re here posting that SP solved the delay in shipping. What was the point in me calling CS if they don’t have the correct information? I specifically mentioned all the shipping delays etc. and she cheerfully informed me Wednesday that my order was definitely going out that day.

It didn’t.

[vxf111]

Ok, so this is cute (or I’ve lost my mind).

My order was supposed to ship 1/31.

It actually shipped 2/1.

Yesterday, when I logged in, it indeed showed it as shipping 2/1. Unless I am losing my mind, this is what it said.

Now when I log in, the Smartpak website says it shipped 1/31. Except it DIDN’T which is quite clear from the UPS tracking which showed 2/1 as the day the label was generated and 2/1 as the day the package was given to UPS.

What gives? Hoping people won’t notice stuff is shipped late if when they log into their account it looks on first glance like it shipped on time?

Either way, it did NOT ship on 1/31 so why should the Smartpak system say it did? It didn’t.

Honestly, having a total F-up is something I can forgive as long as a company is honest about it. Miring in the F-up for months and being something-less-than-100%-completely-honest about it and then saying "we’re back on track now: when you’re actually NOT… this is getting to what will make me stop using the company entirely. I’m annoyed.

I’m also still waiting for my return to be credited. It hit their warehouse Monday per UPS. But so far no movement on that either.

[Jersey_Fresh]

@vxf111 I would email Sarah directly. I did and my return was “found” that day and credited the next.

[Jersey_Fresh]

I came on here to update but I see @Sarah from SmartPak beat me to it.

I emailed Sarah not only to track down my return but to give her feedback on my poor customer service experience with a previous purchase. I did not expect a response, but she did write me back and offer an explanation which I do appreciate. I do recommend contacting her directly.

My return was found that day, and processed the next so I got my $140 refund.

I did also point out that it shouldn’t take going on SP’s chat, sending an inquiry, posting on social media, tagging them on COTH and then emailing the VP of CS to a) find out where my return is after over 2 weeks and b) to get it refunded.

Sarah did offer me a store credit to make up for my experience, which I declined but she left on my account. I do appreciate the offer, but as I said, I was not looking for a freebie I just wanted my return found and processed sooner than the month that they were making it sound like it would.

Am I back on the Smartpak bandwagon? Nope. I made that clear to Sarah in my response.I may try them again in the future, but right now I want to give them time to show that they are actually making changes and improvements. Once there are more positive experiences than negative going around, I may try again. But right now, no.

[Goforward]

I was one of many who had a couple super slow shipment times. It hasn’t altered my love for Smartpak at all. I’ve had YEARS of excellent customer service from the company. No one is perfect all the time. And, the fact that they sent an apology email? Holy crap, makes me love them more.

[trubandloki]

@Goforward

I was one of many who had a couple super slow shipment times. It hasn’t altered my love for Smartpak at all. I’ve had YEARS of excellent customer service from the company. No one is perfect all the time. And, the fact that they sent an apology email? Holy crap, makes me love them more.

This is my thought too!
They have gone above and beyond so many times for me.
Something taking extra time to get here over the holidays is not going to change my opinion.

Amazon does it to me all the time, and I still order from them.

[Sarah_from_SmartPak]

@vxf111 I’m sincerely sorry about your disappointing experience, particularly the fact that you didn’t get good, accurate help when you called our Customer Care team. I will personally be following up with our Customer Care team leadership about this particular instance, in addition to some of the general, larger themes in this thread (which we’ve already been discussing).

Regarding the timing of your shipment, I do want to clear up a few things. Though our standard is shipping 98% of orders same-day, we do always pad our estimated arrival dates by one day, to accommodate for the (usually rare) late-shipped order, or any UPS delays the shipment might experience. So even if your order did ship on Thursday instead of Wednesday (which is a disappointment, I completely understand that), it still should’ve arrived by the estimated delivery date that was promised when you originally placed the order (this should show up in your confirmation email). If that was not the case, I’d really appreciate it if you could forward me the confirmation email you received (SMann@SmartPak.com), as I’d love to have a real-life example of continued service issues to share with our leadership team.

Either way, you raise another, separate issue (and no, you haven’t lost your mind). Our system “hard codes” the ship date of the order, and it’s not dynamically updated when the order actually ships out. Instead, what remains in your order history is the ship date that was promised when you originally placed the order. This is one of the system enhancements we identified during this recent round of service failures, and we’ll be working to make our systems more dynamic, accurate, and informative going forward. In the meantime, I’m sincerely sorry for the frustration that it caused you in this instance.

Regarding your return, I do want to give you a heads up that we’re still several days behind, but working aggressively to catch up.

If there’s any more information I can provide, please don’t hesitate to reach out to me directly - I’m confident I’d be able to help more if I were able to get a look at your account in detail, rather than blindly trying to explain what I think happened, without knowing your individual circumstances.

Sarah Mann
VP of Brand & Customer Experience
SMann@SmartPak.com
774-773-1410

[gerut]

Is anyone else having problems with SmartPak’s website today? I keep getting a Failed to open page error.

[vxf111]

Sarah I looked and you’re correct about the shipping date “padding” in the original order confirmation.

[Jersey_Fresh]

@trubandloki

This is my thought too!
They have gone above and beyond so many times for me.
Something taking extra time to get here over the holidays is not going to change my opinion.

Amazon does it to me all the time, and I still order from them.

I felt this way until I had multiple bad experiences with them with poor responses from their CS agents. I would venture to guess that most on this thread had more than one problem.

[Ladylexie]

Smart pak is definitely still good but people just love to hate!

[vxf111]

@Ladylexie

Smart pak is definitely still good but people just love to hate!

Then send me $100 of your money, I’ll hold it a couple weeks with no communication while you wait for me to send it back. If that doesn’t sound appealing, maybe you can start to understand how some of us feel.

[Ladylexie]

@vxf111

Then send me $100 of your money, I’ll hold it a couple weeks with no communication while you wait for me to send it back. If that doesn’t sound appealing, maybe you can start to understand how some of us feel.

There you go again flying off the handle…you were shipped product you didn’t just randomly send $100 to a stranger…good grief.

[vxf111]

@Ladylexie

There you go again flying off the handle…you were shipped product you didn’t just randomly send $100 to a stranger…good grief.

It’s an analogy. Do you truly not understand how an analogy works?

[Ladylexie]

@vxf111

It’s an analogy. Do you truly not understand how an analogy works?

Prayers that you make it through this difficult time in your life.

[trubandloki]

@Jersey Fresh

I felt this way until I had multiple bad experiences with them with poor responses from their CS agents. I would venture to guess that most on this thread had more than one problem.

Sorry if you took it that way, but I was not saying you should not be disgruntled and have your own opinion.

I called Smartpak the other day to change something on my autoship (different treat) and the CS agent was very nice and very accommodating. Like I said, I am happy. That is all I am saying. You (and others) have every right to not be happy.

I have way more shipping issues with Amazon than I have had with Smarpak.

[Jersey_Fresh]

No worries @trubandloki . I’m glad some have had good experiences. Mine have not been good recently, but I did point out that in the past, I have had great experiences. It just seems to be an issue in the last few months.

(and here, Amazon is always on time or ahead of schedule!).

[Jersey_Fresh]

@Ladylexie

Smart pak is definitely still good but people just love to hate!

I don’t think its a matter of loving to hate. Most of the posters on here have had multiple bad experiences, which makes them more than justified to not want to support a business anymore. Those who have spoken to Sarah (like myself), acknowledged when the problem was resolved but that does not mean that we have to do business with them anymore.

For some, I am sure its still 100% good. I was one of those a few months ago. But for a lot (14 pages worth), it isn’t so its not fair to dismiss those with legitimate issues as just being haters.

Its like the TS thread-are those people not justified in no longer wanting to support a business with poor customer service? No, that’s why there are so many companies out there, we have the freedom to make a choice and support the businesses that we want to with our money. Just like we have the freedom to come to a public forum and ask if anyone else has had the same issues.

I would LOVE to have nothing but good experiences with Smartpak-I find that they are a very convenient way for me to get supplies for my horses and they carry a nice variety of tack that I like. But at this point after two incidents of having a lot of money in limbo (with no communication) for weeks, I will not gamble my money on shoddy customer service until they prove that they are more action than words.

[vxf111]

@Ladylexie

Prayers that you make it through this difficult time in your life.

Saving this for a future thread of yours if you ever express legitimate dissatisfaction about anything. Anytime. Anytime. Ever. I’ll send you prayer!

[Ladylexie]

@vxf111

Saving this for a future thread of yours if you ever express legitimate dissatisfaction about anything. Anytime. Anytime. Ever. I’ll send you prayer!

Thanks doll! Love you!