I’ve had an issue with yet another SmartPak order since I last commented on this thread. This is how Dover lost my business. When it becomes too complicated, when I have to keep following up, when the shipping info I have isn’t accurate…nope, just easier to do business somewhere else. And I hate that, in the way you hate it when you lose touch with an old friend. I used to be a die-hard SP client, wouldn’t shop anywhere else. It seems there’s enough anecdotal evidence to show this has nothing to do with shipping carriers. This is a SmartPak problem.
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I have had zero problems with other companies coming on time, so I don’t think it’s system wide.
But as I said, mine was not shipping related, it was the order screen glitches.
As a USRider member I always get 15% off Riding warehouse anyways, hard to beat that! 
Darn! How did I miss that discount? Thanks for the heads up!
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I haven’t ordered from SmartPak in almost a year, haven’t missed them either. I also no longer purchase from Amazon since they royally screwed me over a shipment from one of their companies, and as of today, I’m dumping Harry and David. Lot’s of other companies out there that are still working hard for their customers.
Its in the literature and website! you MUST register by talking to customer service with your member # prior to buying.
Hi, OP–
I am just about done with SmartPak. Not sure what’s happened in the last few months but they went from my favorite place to buy stuff to a source of constant frustration. Their product quality has diminished exponentially. Shipping times have increased inexplicably. And some stuff is just ridiculous BS: here is a product on sale; click the link; “Sorry we’re out of stock.” The kicker for me was buying a SmartPak brand coat in the color black. I received a blue coat. I looked at the reviews and a dozen other people said “My black coat is blue.” When I contacted them, they treated me like I was either color blind or stupid, until I finally resorted to photographing the coat next to a bunch of actual-black clothing to convince them. THEY STILL HAVE NOT CHANGED THE COLOR IN THE AD.
I have no plans to order anything from them ever again. I had been about to switch all my supplements to SmartPaks, but that’s not happening.
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Yeah, I am getting a bit fed up too. I placed two orders earlier this week. One says “Will ship on 1/1/2018” (unlikely, given that was a holiday) but it also says “not yet shipped.” When I chatted with them to see what was going on, they said they’re backed up due to the blanket sale. I do give them credit because during that chat they upgraded my shipping speed for free.
The other was of an out of stock item that says it will be back in stock on 12/28/2017 (a date that passed before I even placed the order this week). I get it if they still just don’t have the item but why isn’t the product listing updated with a date that hasn’t already passed?
The lack of information is irritating because it’s happening ALL THE TIME lately–actually an order I placed and received in October is still listed as “not yet shipped”!
Because of these issues, I checked Riding Warehouse and some other sites (that didn’t have what I needed) before placing these orders, which is sad because SP was my go-to for a long time. I still do appreciate the easy returns with free return shipping, and the cheerful customer service. But something is going on with their website, stocking, and order fulfillment.
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I ordered a blanket on Thursday around noon…it was delivered Friday around noon. No complaints here !!
I do not see where they even offer a hunt coat in their brand in black.
the new catalog cracked me up- sale on piper breeches (but wait, only the purple in FS!) what? You have no colors, SP.,… I hope they get a handle on things in 2018.
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The shipping has definitely been a lot slower on my last few orders and they weren’t exactly forthcoming about the delays. I was charged immediately for several blankets I ordered, then it took 3 weeks for most of them to arrive. The 4th blanket I had to check on because it never showed up and nothing was indicated on the order status. Nothing had been marked as backordered. Finally showed up about 10 days later after taking the slow boat from Reno. I also had to ask for the $15 gift card that was offered as a promotion because I ever received it.
All of my interactions with them have been positive, but it is concerning that shipping times are taking so long. I realize they can get backed up around Christmas/sales, but shoot, that happens ever year! Probably should start thinking about hiring seasonal help.
Not a hunt coat. Just a coat. I bet it’s their long winter parka?!
https://www.smartpakequine.com/pt/pi…smartpak-13812
It says “black” in the dropdown menu, but even the stock photo looks like navy. And the color they call “navy” looks french blue to me.
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Thanks @vxf111 .
I assumed that since they were that upset about the color not actually being black it was a hunt coat.
I bet it’s that parka because if you look in the comments lots of people are saying the ordered black but the actual color that came was more navy. That would irk me. It does make a difference!
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Not happy either with them. Ordered a blanket on 12/26, no email or confirmation that they got the order. Called a few days later, said it would ship that day, (Friday). No email still with tracking info. Called Tuesday, 1/2, they promised to ship overnight, no blanket showed up the next day. Called again and was told sorry it is out of stock and I have been refunded. No refund showed up yet. Emailed customer service for an explanation, no answer.
Very dissapppinted in the lack of communication mostly. I wanted an extra warm blanket for my horse here in the NE. What gives Smartpak?
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Let me preface this with saying I LOVE Smartpak and feel that they have done me many favors in the past and their customer service is typically outstanding. I truly do understand the hustle and bustle with the holidays and recent snow storm, however, l can’t help but feel pretty frustrated lately. I ordered a halter plate on Mid-December and after no movement, I simply cancelled the order today, 3 1/2 weeks later.
I also sent blankets to be exchanged which they received December 20. After contacting them three times, they keep pushing back the date to which they will be able to get to the blankets. Wish they would communicate these major delays in processing, without me having to reach out constantly. Meanwhile, their email campaigns have continued to flow about sales, buying blankets, etc. but I am not sure why they continue to advertise when they’re having trouble keeping up with overdue orders.
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Sadly and with regret, I agree.
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I’m having this issue again. I placed an order at the end of December/very early January. Estimated ship date 1/3/18, estimated arrival date 1/8/18. Well it’s 1/9/18 and it hasn’t even shipped yet.
Of course my credit card was charged immediately. I contacted customer service.
Actually, if you sign up for the text alerts, those are actually spot on. They text you when the orders are shipping out and when they arrive at your door. These have been very accurate for me this past month.
