Same stuff here. I ordered a supplement on Jan 1, was in stock and supposed to ship 1/02 but didn’t. I texted them and they did ship two day on the 9th, but it didn’t ship until a week after it was supposed to (excuse was the snowstorm, which was legit, I thought). And two days ago I ordered a blanket, which is listed as in stock, supposed to ship on the 9th but hasn’t. No storm excuse this time. I’m thinking I’ll start shopping somewhere else if this continues.
I don’t care for inconsistency in responses to customers. Either do it for all or do it for none. Not just who squeaks the loudest. I have emailed them and posted on FB and just get PC answers back which they can stuff. They need to do an across the board store credit (like 10-15%) for all late orders past 2-3 days with an apology and communication email to all customers.
This officially makes me want to barf, especially since my credit card has been happily and loving CHARGED:
“We are still happily, busily and lovingly packing this order, so it doesn’t have tracking information quite yet. We promise to upload the tracking number just as soon as it’s ready, so check back soon (we’re super fast!).”
Status: Not yet shipped
Will ship on 1/4/2018
Will arrive around 1/10/2018
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Mine have always come from MA.
They are dealing with it to at least some degree. I had ordered a blanket during the short Horseware sale. When I finally tried it on, I thought I would want to try a different size. Because I wanted to still get the sale price but also hold onto both sizes until I decided which was right, I called the 800 number for advice on how to make that happen.
Without hesitation, they sold me another blanket in the other size and gave me 20%, trusting me to return one, I suppose. They also affirmatively – without any prompting from me – told me that they were still experiencing some shipping delays.
So in my book, their great customer service more than makes up for some snafus. Of course, I do understand how the lack of communication that some people seem to have suffered would be frustrating.
The snowstorm was literally one day. It has zero to do with why orders from weeks ago haven’t shipped except it’s a convenient excuse that I have noticed a lot of retailers using. It was not that memorable of a snow event here in MA, even in the Boston area. I am sure they weee short staffed or closed that ONE day but I don’t understand why they apparently still have insufficient staff.
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It’s taking a week now to even ship out an in stock SP supplement in a bag. Really? I’m very glad I order way ahead but still.
Arrival date is now 16 days from date of purchase, even shipping to my house (Ie- not barn saver shipping where you have to wait for a certain date). and not with any major storms or anything.
Yup…I ordered a halter on the 8th…was supposed to come on the 11th (barn delivery day). It still says arriving on or near the 11th (today is the 14th)…but also says it hasn’t shipped yet. I need a halter, so I just ordered one from State Line for now…trying to decide if I cancel the other, or let it be a back up when it eventually shows up. I’ve never had issues before. Still waiting on a return to be processed as well…that was returned 2 weeks ago.
I just received a refund for something I sent back in December and they gave me $6 less than what I paid for the item… idk what that’s about but I’ll be chatting with them again tomorrow. Seriously cannot believe how poorly they are handling everything.
Late Tuesday night/early Wednesday morning (9th/10th) I bumped up my electrolyte shipment to the 10th (not a SmartPak, but an in-stock bulk canister) and a shipment estimate of that day, the 10th. My card was immediately charged. Friday the 12th I still had not received an email confirmation of my order. I called to check. CSR told me they had received my order and it would ship out sometime “next week” and should arrive by Friday of the following week. So two weeks for an in-stock supplement. She told me that they were having some production issues and the snow storm and the holiday put them behind. I told her I felt that was unacceptable and that they’ve been having these issues for some months and don’t seem to be finding a solution. I asked for second-day air at their cost due to their mistake in not notifying me that my electrolyte wouldn’t be shipping out on the 10th as was indicated. I also asked for an email to confirm. I received both.
Is Smartpak on its way out, or what? Seriously, only a failing business that is hanging on by its claws would continue to have these kind of ongoing issues, right?
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@seabreeze , I have found that contacting SP by text, email or chat gives me a written confirmation of what was discussed and offered.
I texted when I received an email with a question about one of my returns. Things went well to sort that issue out. And then I had a follow up email today to confirm a refund would be issued, and whether I wanted a refund or a store credit. I was pleased that Customer Service was at work on a Sunday.
I don’t hesitate to contact SP with feedback on my “shopping experience”, whether it is positive or negative. They are pretty responsive to those messages.
I just find it so bizarre that they haven’t responded to this thread. :no:
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Ugh. Came to the forum just to see if anyone else was reporting Smartpak ordering issues. I love Smartpak. Returns are easy. Communications have been great. The last 3 orders have been really odd. Maybe I was getting spoiled but Smartpak orders came within 3-5 days. Usually I got an expected arrival date and the package arrived the day before.
Smartpak supplements arrive a day late this time, along with another package that took forever to ship. Currently waiting on one order of simple stuff that’s almost got to be in stock (and is per the website). Ordered 1/8. Supposed to arrive 1/11. Currently still waiting to be packaged as of today, 1/14. Ordered something else yesterday. Also supposed to be in stock. It’s supposed to ship tomorrow. According to the email they sent it will arrive 1/18 which is what I usually expect from Smartpak. Checked the website. Supposed to arrive 1/26.
Seeing as shipping hasn’t changed from anyone else I receive packages from, there’s a warehouse/packing issue. Hope they get it sorted out but this is never a good sign. 
There was only ever one employee who responded in the past. Maybe she doesn’t work there anymore.
It sounds like they need to either increase their staffing, increase overtime, or bring in some temps in order to get caught up. From what people describe, the backlogs seem to be getting worse instead of better.
I have her email, but I haven’t emailed to see if she’s still there.
However, this has now been going on longer than it would take to hire temporary warehouse staff. I believe something else is going on. When I was at the retail store last week, the attic was picked clean and the regular inventory also seemed thin. It wasn’t normal.
I find this weird too. They typically have been very responsive here.
My supplements are going to be late this month too. It does not really matter in my case because I have a little over lap, but I can imagine it would be very frustrating to someone who does not. They typically ship on the Wednesday and arrive on the Friday. Per the tracking information the shipping request was made at 11PM on Thursday so they will arrive at my place today (instead of last Friday).
If the big sales at the holiday time are going to put them into this much of an ordering delivery mess they need to rethink the big sales or their ordering system.
I hope they figure it out quickly because I have always enjoyed doing business with them.
So - I had that same thought. Maybe the one employee isn’t there anymore.
However, I looked it up because I was bored and it’s cold outside. She’s still there. In fact, she’s their VP of Brand and Customer Experience. She’s been there 10 years.
That’s not to say she has to respond; but it shocks me that she hasn’t. Especially with that title.
@SmartPaker Sarah @SmartPak Customer Care
I emailed them & was told they “had a “perfect storm” of Holidays, our blanket blowout sale, and power outages in the warehouse, that contributed to a little bit of a backup.”
I have an order “scheduled” to arrive this week & my monthly smartpaks next week…hopefully they will be on time.
It’s been over 8 weeks…that doesn’t smell like a truthful statement.
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they need to update us, all this checking back is a hassle.
