Anyone else having issues with Smartpak?

[tarheelmd07]

@vxf111

Yes that seems likely. Once they charged you they had to do a return for the out of stock item. That’s what happened when another tack shop “discovered” their click-bait-y sale item was “sold out” after I ordered and after they charged me.

So, to follow up…something entirely different happened…

i finally got an email response today - 6 days after my original email - that their returns department received a package using the return label from one of the 2 shipments from my last order…and received the package on 1/17/19. Which is funny, as the first of my 2 boxes arrived at my house on 1/21/19 and the 2nd did not arrive yet. The email said they can’t go find individual returns so i would have to wait 7-10 days for an update…um…no. Called customer service this am…waited on hold a while and finally explained the whole thing to someone. Turns out that somehow the box with the jacket and the 1 halter of the 2 they had in stock was labeled with the return label rather than the shipping label when it left Smartpak…so they shipped my order to themselves. They said that “it’s a mess down there” in the returns department so they couldn’t find my package to send to me…and now the 2 items in the box are out of stock so they can’t send replacements. I got fairly frustrated and said don’t bother looking, but demanded they process a refund immediately.

When they did that, the gal found that when one halter was out of stock, they refunded me for both halters eventhough one was supposed to be on its way to me. They refunded the jacket…and now i am going to go down the street to dover and purchase it in the store.

I told the gal on the phone that I had been a loyal Smartpak customer for years…and hadn’t ordered in months due to the shipping issues, but decided to give it another try and then this order got mucked up. I told her that this was probably my last order of anything but supplements from them…and I am going to investigate getting my supplements elsewhere once my horse comes back from Aiken…

[vxf111]

Wow, what a mess!

[hunter51]

I know I posted before but I am officially done. I splurged on a pair of tall boots but needed to order three different sizes to find the right fit in a brand I was unfamiliar with. You know how it goes with height, calf size, etc. They offered to rush ship them for free so they would get here before Christmas which was great! I was impressed and felt like customer service was trying to make up for all the crazy shipping problems.

But then it came time to return the two out of the three pairs, which equaled over $1,000 on my credit card. It took nearly month upon them receiving and multiple calls and confusion to get my refund. The customer service reps first didn’t understand the situation and kept saying they only received one pair even though I sent both back at the same time.

Then they realized the return label they gave me for a pair went to their store rather than warehouse… which is fine, except they kept trying to put the work on me to call the store… said they weren’t related to each other. I ordered both online, and I felt it was inappropriate to send me on what felt like a wild goose chase to track these boots and get a refund. I had to call and text and email probably eight times to get any sort of action taken to get this charges taken off my credit card… which I still paid interest on since it took so long.

What killed me is the automatic loop when you’re on hold waiting for a rep advertising the ease of returns - “no hassles, no hoops, no problem” :lol:

[TrotFence]

Long time lurker, first time poster here! Please be gentle.

Back in November I ordered several items, some of which were delivered on time, others on backorder. On the backorder date I received an email indicating that some of the items were still on backorder, it wouldn’t be in for another couple of weeks, but I had the option to cancel. A week or so later I received the same email but this time i called asking what the issue was. The very nice customer service rep told me that I should not cancel the order (I hadn’t been charged yet) because sometimes the back ordered items come in or get returned and it would eventually get there. Well, two days later I received an email saying that they would never get the item in and THEY had cancelled it! Very frustrating.

Because of the super super clearance sale going on this week, I ordered three new items today at about noon. One is out of stock but about 20 minutes ago I received an email that one of the non-backordered items have been shipped! Not really sure what is going on over there, but I don’t find myself in the camp of “never doing business with them again” just yet. Here’s hoping that they sort out the warehouse issues ASAP.

[Trimming]

I ordered two tubes of Ulcergard and a bag of treats yesterday. Figured I’d order since I had a coupon, I don’t need the Ulcergard right away and none of the items were sized*.

I got an email saying all three items shipped last night. We’ll see.

*It seems sized items (horse and human) are the biggest issue. I’ve never ordered anything sized from them, but I don’t think I will.

[skipollo]

My order from yesterday generated a tracking number, but it’s not actually trackable yet. We will see when it actually gets here. Either way, if the supplement works for my horse, I’ll reorder more of it elsewhere. I chose SP because with their 50% + 20% off sale prices how can I not try it for $9?

It’s a turmeric supplement, so I can easily order it elsewhere for much cheaper and more reliable than SP once I test it out to see if it helps him.

[fordtraktor]

I have long loved Smartpak but now I am beyond aggravated at dealing with CS. I ordered a saddle off the “Clearance” page when they were 20% off Clearance items. The code didn’t apply when I had checked out. So I contacted them to either apply it or cancel the order. They sent me a text back that they couldn’t apply it. OK. Saddle still gets shipped to me (quickly! sigh. I didn’t want it without the good deal).

Three days later I look on the clearance page and they have discounted the listing by $600. OK, a bit more than the 20% off…great! I mean this was literally like the night I got the box. So I email and explain everything, ask for the new price. Five days later, today, I get a response that no, only the sizes left are discounted and they can’t honor the lower price.

I just shipped it back. They can go ahead and relist it and then ship it back to me if they want! But I am so annoyed at this lack of common sense service I think I am just no longer interested in the saddle at all.

[RoughOut]

I ordered a bucket insulator yesterday and it is being delivered today! It helps I’m relatively close to the Mass warehouse.

So hopefully new orders are going through properly. And fingers crossed all the mishap orders will be straightened out.

[vxf111]

@RoughOut

I ordered a bucket insulator yesterday and it is being delivered today! It helps I’m relatively close to the Mass warehouse.

So hopefully new orders are going through properly. And fingers crossed all the mishap orders will be straightened out.

Spinoff but I LOVE those bucket caddies. They really work!

[Trimming]

I received my Ulcergard and treats today together in the same box. Still don’t think I’ll order from them on a regular basis.

[RoughOut]

@vxf111

Spinoff but I LOVE those bucket caddies. They really work!

Thanks for the review! Of course last night was the warmest night we’ve had in a month! But I’ll be needing it soon enough

[_Bounce]

I ordered two items on 1/21. The one item (breeches) were supposed to arrive Friday, 1/25 and the second item (sweater) wasn’t supposed to arrive until 2/1. I received the sweater in the mail yesterday, and this morning received the tracking e-mail (which isn’t actually active) for the breeches. I’m a little nervous after reading this thread that I’m going to have a hard time returning these items & getting proper credit!

[Kynesha]

I placed an order mid-morning with SP on 1/22 for 4 items that were on sale/clearance - a stable sheet, WB cooler, Kerrits Beanie and a tub of treats. All of them showed “In Stock”. Three of the items were scheduled to be delivered today (1/24). The fourth (tub of treats) is scheduled to be shipped on 2/1. Received the three items today which had shipped from their Nevada warehouse.

Honestly, I haven’t had any issues with them other than a slow response via email for a damaged blanket that I wanted to return/exchange.

[clint]

I don’t buy often at Smartpak, but last week I ordered a sale blanket, holding my breath after reading this thread. The blanket was shipped out the next day and I received it a day later, so they overnighted it to the west coast. The blanket is perfect and I’m very pleased.

[Limitless]

An update to my order which I placed on 1/17: I received a tracking number that same night, and it was scheduled to be delivered on 1/25, yesterday. My CC was charged the $99, and I received an email yesterday about my return, which I assume is the $25 credit, since I didn’t return anything. And yes, my CC is showing the credit. My package, however, is MIA. It seems to have shipped from Nevada, made it as far as Illinois, and shows no new delivery date. It’s been sitting in Illinois since 1/22. I’ve never had an order from anywhere take so long to get to me, although I’m not an Amazon user, nor a big online shopper anyway, so I guess I was due?

[FatCatFarm]

SO FRUSTRATED WITH SMARTPAK!!! I ordered the Ariat Berwick GTX boots yesterday. They are on sale down $152 from what I had paid for a pair from Amazon which weren’t sized right. I logged into my account; put in new credit card info and updated my shipping address. All good.

Got a confirmation later, with a shipping address to my work, which I cannot do anymore. Office doesn’t want personal items shipped to work - understandable. So I call and the CS Rep says I have multiple accounts which she merged (apparently if you order something as a “guest” they’ll still attach it to your account somehow), and corrected the shipping address. Great! Thanks! Done! - Well not so fast.

Today I get an email confirming payment for my order via PayPal. WTF!? I hadn’t placed the order to pay through PayPal which autodebits my checking acct. Since these boots are expensive, I put them on a credit card. I didn’t connect through PayPal period! It just defaulted without my selecting it or so the CS rep explained when I contacted Smartpak. So he’s refunding the money but it effectively CANCELED my order. ??? So now I have to redo the order if I want the boots from them. Jeezus christ but what a PITA.

[FatCatFarm]

Oh, and here’s a creepy thing. Apparently I somehow got set up for automatic payments via PayPal with Smartpak. Never once did I agree to or authorize that setup. I’ve just gone into PayPal and canceled that. I think that was a sneaky appropriation by Smartpak. Bizarre that a vendor would just pre-empt your payment method without your knowledge or authorization. I mean it’s a good thing there’s a bit extra in my checking account right now or I would be out a week and-a-half’s worth of grocery money. That’s messed up.

Smartpak does some serious tracking of their customer traffic. Thinking the matter over at lunch and because they do have the best price on these boots and I do want them, I decided to reorder them but this time check out as a guest with a different email address that I don’t normally use. They totally copped to it I guess because of the billing and shipping addresses. But I definitely didn’t sign up for anything extra with that address; nor click on paypal or auto shipments. Hopefully they don’t further screw things up.

[Limitless]

Well, my order is lost. UPS is investigating. SP says they still have it in stock and will re-send. I said it was on clearance and doesn’t show up in their system as available anymore. CS rep says they have one. So I wait.

[one1horse]

I thought I had avoided all the SP issues since I live in MA, But now I’m consistently becoming a victim to their mysterious shipping issues that make no logical sense. Most recently I ordered a gallon of oil, a 5lb supplement bucket, and a pump for the oil. All stated guaranteed delivery by 1/31. Just the pump was shipped and delivered, the supplements are “delayed”, and no idea when they are arriving. SP can’t cancel the order because the pump shipped, but they’ll send me a tracking number to return the items. Great thanks! Then I can wait a month for a refund, and meanwhile I have to go purchase the supplements in a store since I need them by this weekend. They gave me a $25 apology credit which I recognize is a customer service gesture, but I’m at the point of wanting to take my business elsewhere.

[FatCatFarm]

I did get a refund via PayPal and am pleased it occurred quickly. I’ve gotten a shipping notice on the boots, but no tracking available yet. Hopefully all will be well.