I had issues with my most recent order also. Ordered a bunch of stuff for my new horse on 12/27, estimated ship date of 12/28. I left on vacation on the 27th and didn’t think much of it while away since I figured it would show up right after I returned. I was just about to contact customer service to ask what was taking so long when I finally got the tracking number on 1/3. My box will be here today, a full week after I expected it to show up.
This just happened to me for the second time with SmartPak. I ordered at the end of December and it told me it would ship on 1/1/18. I thought it was weird that it was shipping on a holiday but even if it shipped the next day it was no big deal. So 1/3/18 came around and it still hadn’t shipped so I contacted them. Last time this happened they were AWESOME they literally overnighted me the order. Well this time I was told that they were “working on it” and it would ship soon. So I contacted them again on Friday I think and was told it was delayed because of the storm and should ship on Monday. So yesterday I contacted them again and just asked for an update. Its not a huge order - literally only three things. They told me they were “still packaging” my order and it would “ship in the next day or so.” I told them to just cancel the order. At this point it would have been faster and more convenient for me to drive the 15 minutes to Dover and just pick it up myself.
What REALLY bothers me is that the website has a banner on all pages saying they will ship by a certain date if you order in a certain time frame and its clearly not accurate at all. Idk whats going on with SmartPak but they literally used to get my packages out so fast that I would order one day and get my package the next.
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I just experienced this as well.
Placed an order 12/26 - two blankets – amazing service, estimated delivery 1/5… actually got them EARLY, on 1/2. Yay, SmartPak! 
Placed another order 12/29 - four blankets (well, two coolers, two stable blankets - all the same navy blue and all 84’’). Estimated ship date 12/29, estimated arrival 1/9.
ONE cooler arrived on 1/5. 25% of my order. By 1/5, none of the other three items even had a tracking code. I sent an email Friday night. Monday morning, still hadn’t heard anything - tried to chat at 10:30 AM EST. No one was online. Finally called.
The rep told me that my one cooler had shipped from Reno, and the rest was delayed due to the crazy weather in Massachusetts and the increased volume of post holiday sales. While I appreciated the response, I told the lady “it’s not your fault, but I don’t understand that reasoning because the crazy weather didn’t start until New Years Eve, AFTER I placed my order 
”.
I got an email this morning that they’re over nighting the remaining 75% of my order, which they didn’t have to do - it’ll still be the 10th before it arrives - but I’m a little taken aback by the lame excuses. All six blankets I ordered are extras since they were great deals - I could’ve waited two weeks to get them – but when they were promised to at least be packaged on 12/29 and it took me CALLING on 1/8 before they even had a status update… that’s bizarre for “normal” SmartPak operations.
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The lame excuses (especially about the storm) are what bother me the most too. That and the lack of communication. I have no problem waiting for my packages but don’t tell me its going to ship tomorrow and then two days later say the same thing and then say on a third occasion that it would ship in a day or so. The second or third time I contacted them I really expected them to make it right even if it was just something like I will make sure it goes out tomorrow. It didn’t need to be overnighted I just needed to know if was actually going to ship. I ordered at the end of December so the storm should have had no bearing on the shipment/packaging and it was supposed to ship before the storm was anywhere near MA so being told that was incredibly frustrating and unprofessional.
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I called again today because the order I was told would ship Friday or Saturday was still showing as not yet shipped. Customer service confirmed that it had in fact not yet shipped. She claims it is “very close” to going out (today or tomorrow). She cited the holidays and the storm. I placed the order 8 days ago now…
One thing she did tell me that was interesting was that the order I placed in October that never did update to “shipped” (still says “not yet shipped” even though it arrived long ago) came directly from the retail store, which is why it didn’t update. Apparently the system at the retail store doesn’t play nice with the website.
They’re very nice when you speak with them but this is getting really frustrating.
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Yeah I’m really close to having them cancel my order as well. I emailed them really early this morning, so if I don’t hear back by tomorrow I’ll just call and cancel. Mine is also a super simple order–saddle pad, show sheen, dosing syringe.
Last time they never actually emailed me back, but they changed my order to overnight shipping on the website. I realize they’re probably swamped with emails because of this and it’s not customer service reps who handle the shipping/processing, but I’m so frustrated. This is taking longer than Dover shipping to get here.
I ordered from them 2 weeks ago specifically because I needed some supplements fast (they are usually much faster than SLT), and they still aren’t here. Just got the email today that they are en route. I hope they get their act together soon.
I ordered my dog food on 1/2 and it was supposed to ship that day. By Thursday it had not yet been shipped so I called. Customer Service was awesome and she upgraded it to expediting shipping and it shipped out the next day (couldn’t ship that day because of the major storm). Other than this one time I have never had a shipping issue and I generally get something every week or so between the horse supplements, dog food, and fun stuff.
I’m glad they were able to help you. Frustrating though that they pick and choose who to expedite shipping to. I placed my order before you did (12/29) and as of yesterday it hadn’t shipped and never once did they offer it even though I contacted them three times. They would have redeemed themselves had they done that.
Check to see where your orders are shipping OUT of. Just placed an order for a blanket and sheet. Sheet came from MA, blanket is still on its way from Las Vegas.
Well, my order isn’t even on my account for the last 60 days, and not in my 2017 orders…I ordered a blanket on 12/28, and my e-mail said it would ship 1/3. I usually get all my SmartPak orders in 3 days max, (driving is not an option, unfortunately!) Glad but not glad that it’s not just me! I also got an e-mail that they received a returned item on 12/22, and that’s it. Hoping they just got slammed with all of the crazy sales they were having…
I don’t like and don’t shop at SmartPak, but I have been having shipping issues with EVERYONE since December. REI, Amazon, you name it – no one seems capable of putting an item in a box and/or providing accurate shipping dates (or updates when items ship). I assume this is some combination of holiday load + an issue with the shipping companies (given how universally off the estimates are).
I’ve stopped all online shopping for a while until companies can get their act together again. Cost savings aren’t worth up to a month of delays in receiving products (which is what I’ve had in three cases).
I just sent Customer Service at SP an email with a link to this thread. Usually Sarah@SmartPak is great about responding here, but perhaps she has not been on to see the thread, or seen that she has been mentioned here.
I just sent Customer Service at SP an email with a link to this thread. Usually Sarah@SmartPak is great about responding here, but perhaps she has not been on to see the thread, or has not seen that she has been mentioned here.
I just talked to a rep a few minutes ago. She said the same thing, between Christmas, sales, and the storm they’re getting way behind. They have customer service reps being pulled from their spots to pick items and get shipments ready it’s so backed up.
To be honest I’m confused as to why they didn’t get this figured out before the holidays and winter hit. This has been going on since at least October based on my experience and when this thread was originally started. I work in an industry where we had to hire temps to keep up with demand over the holidays. You do what you have to do to keep customers happy. I was also pulled from my desk job to help with various things as were other office employees. If it is a matter of understaffing then they really need to hire more employees or at least hire seasonal employees to keep up with demand just like every other retailer does.
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Finally received an email that my blankets that they received on 12/20 are ready to be exchanged - but they’re out of the correct colors. At this point I don’t even care that they won’t match the Smartpak hoods that I already have or that three different weight black blankets will be difficult to differentiate. Fingers cross the new blankets ship soon. I simply cancelled the halter plate that i ordered on 12/16 that never shipped. I’ve been a loyal smartpaker for several years but all this hassle has me looking elsewhere 
My issue is the lack of honestly about the timing. Put a banner on every page that says “shipping is delayed” and be HONEST about when things are coming.
This has left me with a very bad taste in my mouth. Getting behind happens. But now it’s been going on for weeks/months and SP refuses to accurately represent shipping times to customers. They’re WELL on notice. This is no longer a blip that they could reasonably think they’d recover from before it impacted customers. At this point, posting shipping times they know they can’t meet smacks of dishonesty.
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I placed an order 1/5 because the little banner on the website said it would ship out that day.
One item was out of stock and SP unilaterally cancelled it. Except it still shows on the website as being in stock?!
The other item is still showing that it should be shipped on 1/5 for delivery 1/10. But today is 1/10 and it hasn’t gone out yet, so obviously that’s not going to happen.
You hit the nail on the head with why I’m so annoyed. It is blatantly dishonest to advertise shipping times that they know they can’t stick to. Also super disappointed that @SmartPaker Sarah / @Sarah from SmartPak hasn’t responded despite this thread gaining attention again, being tagged, and this thread being sent to SmartPak via Twitter. Their customer service used to be so amazing and they were always my go to place to shop. This past order I really wanted the 2 pack of the navy BOT saddle pads which apparently the navy 2 pack is only carried at SmartPak. Stateline as the black BOT saddle pad 2 pack for the same price so I will be ordering from there instead even if it isn’t the right color.
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