Anyone else having issues with Smartpak?

[soloudinhere]

I continue to have issues since starting this thread. I shipped something back on 12/26 and still have not had the return processed.

Then I got the notice that my smartpaks were about to process. I went in and moved my ship date BEFORE the cutoff. They shipped $90 of supplements anyway. And told me I could return it if I paid shipping on a 10lb bucket. I drove it to the store instead, where they cheerfully took it back unopened.

at this point it has been more than enough time than the initial issue to have hired and trained an entire new cadre of warehouse staff. That they apparently have not done so is at best disappointing and at worst I think the business may not be solvent at this point.

as far as the weather affecting deliveries, at best, we had one major snow incident here since thanksgiving. It was last Thursday. Some school districts were also closed on Friday but the roads were completely fine. I don’t live far from the store and the whole state was operating normally on Friday. It’s a BS excuse but I guess if the one person apparently working in the warehouse didn’t show up that would put them even further behind.

[hunter51]

@soloudinhere

I continue to have issues since starting this thread. I shipped something back on 12/26 and still have not had the return processed.

Then I got the notice that my smartpaks were about to process. I went in and moved my ship date BEFORE the cutoff. They shipped $90 of supplements anyway. And told me I could return it if I paid shipping on a 10lb bucket. I drove it to the store instead, where they cheerfully took it back unopened.

at this point it has been more than enough time than the initial issue to have hired and trained an entire new cadre of warehouse staff. That they apparently have not done so is at best disappointing and at worst I think the business may not be solvent at this point.

as far as the weather affecting deliveries, at best, we had one major snow incident here since thanksgiving. It was last Thursday. Some school districts were also closed on Friday but the roads were completely fine. I don’t live far from the store and the whole state was operating normally on Friday. It’s a BS excuse but I guess if the one person apparently working in the warehouse didn’t show up that would put them even further behind.

They just started processing my return that I sent back on 12/18 and I called to confirm they received, which they did on 12/20… to give you an idea of how delayed they are in returns

[trubandloki]

They have always been slow at processing returns.

[SLW]

I ordered a blanket (one that was not on sale) on 12/31. As of last Friday there had been no movement on my order. I talked to someone at SP who explained that the Monday holiday & Thurs storm had caused delays. The blanket is supposed to arrive today, we’ll see.

[TWH_Girl]

I am super irritated with SP too. I am sorry people are ordering things they NEED, like a blanket for their horse in bitter cold, and having their order sit around.

They need to improve communication and provide accurate shipping estimations, not the BS they have been. They need to make concessions on super late orders and delays in processing returns- such as a 15% credit on an items shipped 2 or days later than the estimated ship time shown on their website, a free item, future store credit, etc. I can handle a delay here or there for good reason. This has become a new norm and is not acceptable. This will impact my desire to stay with them for supplements too, something I have done since 2007.

[preppyeq]

@TWH Girl

I am super irritated with SP too. I am sorry people are ordering things they NEED, like a blanket for their horse in bitter cold, and having their order sit around.

They need to improve communication and provide accurate shipping estimations, not the BS they have been. They need to make concessions on super late orders and delays in processing returns- such as a 15% credit on an items shipped 2 or days later than the estimated ship time shown on their website, a free item, future store credit, etc. I can handle a delay here or there for good reason. This has become a new norm and is not acceptable. This will impact my desire to stay with them for supplements too, something I have done since 2007.

Agreed! I was about to start supplements for my horse and this past order left too bitter of a taste in my mouth and I’ll be ordering from elsewhere. I don’t want to start my horse on supplements only to take her off of it for two weeks because they can’t figure out their shipping. The fact that they pick and choose who to make it right to is ridiculous as well. People with newer orders being given expedited shipping but people who ordered earlier and spoke to customer service not being given the same curtousy is bad business.

[pompeiii]

To those of you having issues, you may want to try posting SmartPak’s Facebook page. Several people have posted there and some of the costumer service reps seem to be trying to solve issues and /or offer solutions.

That said, I’m more or less done with SmartPak until they figure out their shipping issues and even then? If it weren’t for Pipers… I have a credit for my troubles, but it’s going to take something I really want for me to place an order, even if it doesn’t cost me anything. I’m just sick of wondering if an order will show up. If nothing else, I’ll wait until they get through this crisis…

[keysfins]

@hunter51

They just started processing my return that I sent back on 12/18 and I called to confirm they received, which they did on 12/20… to give you an idea of how delayed they are in returns

Yeah, I have not seen any progress on my returns, either. I should have refunds on my credit card by now. And somewhat related, I wish there was a way to keep track of store credits with SmartPak. Guess that requires picking up the phone.

What I HAVE noticed recently is the little pop-up chat bubble is not popping up. I would have used the chat feature today to check on an item, but it was inactive.

[trubandloki]

@preppyeq

Agreed! I was about to start supplements for my horse and this past order left too bitter of a taste in my mouth and I’ll be ordering from elsewhere. I don’t want to start my horse on supplements only to take her off of it for two weeks because they can’t figure out their shipping.

I can say that my monthly supplement order has not had any delays or issues while this has been going on.

I get a non-supplement thing (bag of treats) with my monthly shipment and that has been arriving a little later, but the supplements have been very prompt.

I admit that I am shocked that no one from Smartpak has posted in this thread. They are usually very good about that.

[King_Creole]

I’ve also had some trouble with orders placed after Christmas.

I placed an order for a sheet on 12/31. It didn’t ship until 1/5, but they upgraded it to 2nd day without me asking.

I just went over to the website and CHAT IS WORKING. I decided to try to see and was able to get an update on my 1/3 blanket order. She said it will ship in the next 1-2 business days and apologized for the delay. Of course this is the one item I need sooner rather than later since my horse just ripped a huge, un-repairable hole in his current blanket :no:

During that time, my supplements shipped and delivered without a problem. Pre-Christmas orders in early-mid December also shipped without an issue.

I’m hoping it’s just a volume issue due to the sales and people spending Christmas money.

[Dubarry]

I recently returned two items (one to RW and the other to Smartpak). I live in VA so Smartpak is on the same coast whereas RW is not. The item returned to RW was processed a week before Smartpak after making its way across the US :uhoh:

[preppyeq]

@King Creole

I’ve also had some trouble with orders placed after Christmas.

I placed an order for a sheet on 12/31. It didn’t ship until 1/5, but they upgraded it to 2nd day without me asking.

I just went over to the website and CHAT IS WORKING. I decided to try to see and was able to get an update on my 1/3 blanket order. She said it will ship in the next 1-2 business days and apologized for the delay. Of course this is the one item I need sooner rather than later since my horse just ripped a huge, un-repairable hole in his current blanket :no:

During that time, my supplements shipped and delivered without a problem. Pre-Christmas orders in early-mid December also shipped without an issue.

I’m hoping it’s just a volume issue due to the sales and people spending Christmas money.

So the stuff you had that shipped on the 5th… where did it come from? I ordered on the 29th I believe and as of 1/8 my stuff hadn’t shipped yet and wouldnt until Tuesday or Wednesday. Given that they used the storm as an excuse I assume my stuff was coming from MA. Also, I’m shocked that you had other orders arrive on time. I’ve been having an issue with them since October as far as shipping things out on time.

I just checked out their Facebook page and some of those posts are pretty spot on and unforgiving. I will have to say I’m pissed that people who had orders placed after mine had their orders overnighted but even after a Twitter DM and chatting with them on their little chat thing twice they never once offered a real apology or to even try to make things right. If this was my company they would have someone on here PMing every person who has complained in order to make things right. Honestly, at this point the only reason I am even keeping up with this is to see if they will actually respond to this thread again and offer to make things right. They’ve been tagged twice now since it came back to life and its been sent to them on Twitter.

[keh]

Placed an order for 2 in stock items on 1/3. Was supposed to ship 1/4. I called this morning & was told it “should” go out today. I appreciate free shipping, but I’ll stop shopping there if this is the trend. I too have noticed that my monthly smartpaks are on time. Maybe they’re trying to get people to ship items with their monthly smartpaks instead of ordering separately? Maybe there isn’t a priority for things that ship free? I feel like this may be a new corporate policy rather than the normal “holiday/sale/weather” delay.

[preppyeq]

@keh

Placed an order for 2 in stock items on 1/3. Was supposed to ship 1/4. I called this morning & was told it “should” go out today. I appreciate free shipping, but I’ll stop shopping there if this is the trend. I too have noticed that my monthly smartpaks are on time. Maybe they’re trying to get people to ship items with their monthly smartpaks instead of ordering separately? Maybe there isn’t a priority for things that ship free? I feel like this may be a new corporate policy rather than the normal “holiday/sale/weather” delay.

If it is a new policy they need to stop advertising that they will ship your order for free by a certain date when they are missing that date by a week or more on average. That little green banner should be removed from their website completely at this point as it is a blatant lie.

[ToN_Farm]

Oh my, I am sorry to read all this. I have the same issues as most of you with the last two orders. My my recent order was for a saddle trial, and they charged my credit card $3700. Was supposed to ship, and didn’t. I just got off the phone from them and got no satisfaction. Same story…the weather.

[King_Creole]

So the stuff you had that shipped on the 5th… where did it come from? I ordered on the 29th I believe and as of 1/8 my stuff hadn’t shipped yet and wouldnt until Tuesday or Wednesday. Given that they used the storm as an excuse I assume my stuff was coming from MA. Also, I’m shocked that you had other orders arrive on time. I’ve been having an issue with them since October as far as shipping things out on time.

@preppyeq Just went through my tracking and everything I’ve ordered in the past month has shipped from MA. I can understand my latest order being delay due to weather, but given this thread, I believe that is definitely not the case.

[downen]

@ToN Farm

Oh my, I am sorry to read all this. I have the same issues as most of you with the last two orders. My my recent order was for a saddle trial, and they charged my credit card $3700. Was supposed to ship, and didn’t. I just got off the phone from them and got no satisfaction. Same story…the weather.

They should not be charging your credit card until the item ships! It’s ridiculous that you might have to pay interest charges on something that isn’t even in your possession!

[preppyeq]

@Libby2563

So the order that I placed on 1/1 (admittedly a holiday–did not expect it to ship that day or anything) has finally shipped! It only took 10 days. :rolleyes: When I called late last week to ask what was happening (since it said “will ship 1/1/18” but also “not yet shipped”), they upgraded me to “Next Day Air” for free in compensation. My order history page also says “Free Next Day Air.” (It now also says “shipped 1/1/18,” which is just ridiculous.)

Well, when I checked the UPS tracking, I discovered that it was actually shipped “Second Day Air”–which is not the same thing (takes two business days instead of one).

At this point one day hardly makes a difference but for me, this is yet another recent instance of what SP promises not being the same as what SP delivers.

So disappointing! I don’t think I will be ordering from them again anytime soon. Delays I can understand, to some extent. Misleading communications, not so much…

Misleading/completely dishonest communication is worse than none at all I really wish SP would actually address this like Dover did with their shipping issues.

[Heinz_57]

@trubandloki

I can say that my monthly supplement order has not had any delays or issues while this has been going on.

Mine either. Showed up on time as usual last week, no trouble at all…and I’m not exactly close by.

[preppyeq]

@Heinz 57

Mine either. Showed up on time as usual last week, no trouble at all…and I’m not exactly close by.

I’m glad that at least part of their company is still shipping on time. Do the supplements all come from MA or do all the warehouses also do supplements?