Wow, let me just say that I am DONE with Smartpak. Issues first started in late September when a bunch of stuff that I ordered took, no joke, 3 weeks to get to me. Similar type problems since, returns taking a month to credit, problems with shipping, etc. Then, I was notified like the first week of January that my Smartpaks were going to be increasing in price about $30 a month–way more than if just bought the containers and mixed my own. Okay, fine, cancelled the smartpaks and ordered the containers. Then, given the second cold snap, ordered a 200g combo neck/turnout blanket to add to my horse’s wardrobe for the extra cold days on Tuesday during the blanket sale and rushed shipping. After purchase, called to confirm that it would be shipped out that day. They assured me that it would. It did not ship out on Tuesday. Called yesterday (Wednesday) to find out what was going on, and they said it would certainly ship out on Wednesday. Did not ship out yesterday. Got an email today saying that they are cancelling my order because they don’t have it in stock. LIVID, of course, because now my horse doesn’t have an extra blanket for the cold snap, and also LIVID because their stupid blanket sale is over and now everything is back to regular price and the sizes are already depleted. I think I am going to be done with them over this.
They lost my last order in the warehouse. I got a tracking # but somehow it never made it onto the truck. So when I clicked on the tracking # I just got an error message. When I finally got around to calling them they shipped the replacement order quickly. So it seems like they are having warehouse problems.
Just kidding! They sent me the wrong bottle pump. So glad I’m out $70 for products I don’t even have, and can’t get refunded for them until I return them. No update on when the rest of the order will ship either.
Yikes, I returned some halters that sadly did not fit, and the receipt confirmation email says: “Due to the high volume of returns that we receive during this time of year, it may take up to 21 business days for your refund or exchange to be fully processed.” Even for the post-holiday season this seems quite long, though at least they’re being honest about it.
I’m a frequent Amazon shopper and I love how they process your refund as soon as the return shipping label is scanned by UPS. They must occasionally have issues with the items being returned that are not in new condition though. Maybe they can just eat those losses because they’re such a high-volume business?
Thanks for the heads up on return times @Libby2563 I really want to try those new Dublin River Boots III with the wide calf option, and I have a gift certificate for Smartpak - but I’m hesitant since I might have to exchange a bit to get the right fit.
Tell them they can just ship them to themselves like they accidentally did for someone else here? :no:
I did eventually get my refund from the initial ordering debacle. The charge came into my bank account about day 6 and then the refund issued the day after. I did receive the boots very timely, so overall I’m pleased.
Did anyone else see the announcement on Facebook regarding the new Smartpak CEO?
I did. I hate to be negative, but I’m not holding my breath for things to improve. I’ve been using a lot of other vendors and don’t really need SmartPak.
I received an email about it.
Here’s a link. http://blog.smartpakequine.com/2019/…Q2MTE2MzYxOAS2
meanwhile, I ordered several items including a pad with embroidery on Sunday. The pad is due today. The other items arrived Tuesday. I am in California.
The issue I’ve had lately is that everything I’ve needed/wanted (non-supplement) is out of stock. Never had that issue in the past for things that are fairly “basic” (i.e. spur straps, TS breeches, etc.).
I placed an order Monday night, had the email that it shipped Tuesday, and it should be here Friday. Hopefully they are working through their warehouse issues and everything will be back to normal quality standards soon.
I ordered some clearance items on Feb 14th. UPS man just dropped them off. 
I have not had any issues with Smartpak.
Well, it has been 4.5 weeks since I returned those halters. After 21 business days had elapsed I emailed SmartPak and the rep replied that the “Returns Team is running a bit behind schedule at the moment”!! She manually issued the refund since she could see the items had been received, so I appreciate that but jeez, over a month to process returns? Even in the post-Christmas season that seems excessive. I hope the new CEO can shape things up. I’ve already mostly stopped ordering from them.
Looks like new CEO is pillaging the benefits that smartpak used to offer through autoship and smartperks---- no smartperks in combo with another offer, codes not good on clearance, free shipping only on select items, not on everything. When another company is selling an item for the same price with free shipping, tell me again why smartpak thinks this is a good idea??? Losing a customer here
I ordered some things today and I did not notice some of these issues. (By some, I assume codes do not work on clearance unless they specifically say they are, usually clearance is already marked down to the point that additional discounts do not apply.)
I totally agree! I just noticed on my last order that when I used an offer code, it removed my USEF discount. And their inventory/shipping issues have not gotten much better as far as I can tell - they recently cancelled my order for a shirt a couple of days after it was placed, saying they could not fill it; and, shipping and returns have gotten slower. Early this morning the April2019 code was supposed to apply to RJ Classics Show Coats, but when I logged on a couple of hours later to finish the purchase, the website had been changed to say the offer code wasn’t applicable to RJ Classics. Sadly, after almost 10 years of going to SmartPak first for almost everything, I think I am done.
They won’t accept Visa gift cards… bummed out because I had $900 to spend but am ordering elsewhere now.
Funny, I met the president/owner of Ogilvy over the weekend at LRK3DE. I was chatting with him about how much I like the baby pads but how difficult they are to find online. I told him SmartPak still carries them, but their shipping and warehouse issues are an absolute nightmare so I won’t be ordering from them again.
He seemed to take note of that for the future. He just cut ties with Dover recently for what he said was “Dover playing the big box store game a little too much” (wanting too much of a % of the profit.)
He did give me a business card to a vendor he recommends for ordering if you don’t want to get them directly from Ogilvy or from SmartPak.
I almost ordered body clippers from them about a month ago…until I found them for $30 cheaper on another website, with free shipping. They also charged me $21 in tax for them? Which I’ve never seen that before with SP. The other vendor didn’t add any tax to the price. I’m so done with SP :lol: I honestly don’t really find myself needing them at all because Dover/RW/VTO/others have everything I need.
