Same thing happened to a pair of Dansko clogs that I had. I was told you have to use them consistently so any moisture is forced out of the soles when walked on, or something like that.
Chewy is 10/10. I used to get my fat supplements from them, before my two air ferns. Once the box arrived empty at my door. I just called and they sent out a new one, no questions asked.
Smartpak is wonderful to work with. I appreciate them and their ultimate line has saved my wallet with a group of mouthy geldings.
3 Likes
I’m sorry for the loss of your horse and Beagle. Our furry friends leave such a hole on our lives when they go.
Chewy never sent anything for my one horse that I did not build a profile for in my online account with them. They sent flowers, a lovely card, and a painting of my cat when he died and they sent flowers and a card for my last horse. Both of them had a little bio and a pic in my file. My friend got a card, a cute (very small) handmade stuffed cat, and a painting.
3 Likes
Kudos for a positive post on companies (people!) doing things right. Too much negativity and complaining in our world and it’s fun to read uplifting anecdotes.
I second SP and Chewy!
3 Likes
SmartPak - recently had an issue with the fit of a bridle I purchased from them. Contacted them via text. Awesome customer service.
HorseTech, Schneiders (SSTack), Riding Warehouse are also amazing.
2 Likes
Thanks for the shoutout! As a small, family-owned company, we pride ourselves on our customer service. We appreciate the recognition!
9 Likes
Missed this thread the first time around.
I will second this thought.
I have to assume it is how things are put into the computer?
I lost two pets in the last two years that had things on autoship. Nothing from Chewy.
Same thing with Smartpak, people used to post how they got condolence cards and such when a long term horse passed away and they stopped their autoship order.
Not me.
(Smartpak did reach out after I posted that here back when it happened (many years back) and apologized and said “it had been put in the computer wrong” and sent a card.)
Other than this, I find Chewy’s customer service to be amazing. I still use them.
2 Likes
In Canada, Brubacher’s! They’ve always been fantastic when I’ve called for advice or help.
Also, Herbs for Horses… They ship so fast it’s uncanny.
1 Like
They are incredible people! I had a custom cooler made that was sadly too small (my fault, not theirs) and it was beautiful.
1 Like
I am giving a shout out to Just For Ponies.
I’ve had several phone conversations with Warren and he’s always been very helpful.
3 Likes
I’m in Canada.
Mad Barn : I had a bag of 3:1 Zinc/Copper that wasn’t perfectly sealed and some of the powder got loose in the shipping box. I send them picture with serial number, and I had a new bag free of charges two days later for the inconvenience.
Sprucewood Tack Shop : a saddle pad arrived with micro tears in it, and they send a replacement telling me to keep the defective one too.
2 Likes
I had purchased a giant bag of Omneity and my horse went on hunger strike if I put so much as a sprinkle in his feed, so I asked if they had any smaller bags/samples of the pellets I could try. They shipped me a dozen sealed single-dose sample packets for free (and fast!). My horse still wouldn’t eat them, but it was a great gesture and saved me from having to buy a bucket to try.
Herbs for Horses is great - years ago I was looking for a Canadian source of TriAmino as it was getting too expensive to bring it up across the border, and they created a mix for me to match the profile of TriAmino. It was so reasonably-priced too! I ended up referring enough people to them to buy it that they turned it into a permanent item 
5 Likes
I really like the people at Sprucewood too. Couldn’t tell you the amount of times I’ve gone in a little clueless as to what I want or needed and they are very knowledgeable.
Another for HorseTech. They have put up with all my various tweaks and customizations, sent me great samples to make sure my horse ate things and are just generally the nicest people. Plus, the products are obviously top notch and my horse looks great on them. Loyal customer.
Equine Bonnets is also fabulous to work with and went out of her way to source a matching piping for my jacket and confirm sizing for a hard to fit pony.
3 Likes
I love this thread and always appreciate companies who go the extra mile, especially in a time when customer service feels like it’s less of a priority than it once was. I was interested in the supplement 4CYTE for my horse and had an outstanding customer service experience. I reached out on the website with questions about the sugar content and the best way to get the product into a dosing syringe. The representative was extremely helpful with both inquiries.
1 Like
Adding Kim at Fair Hill Saddlery, who has been endlessly patient with me during my helmet search. Finalized my order with her about an hour ago and already have a tracking number!
1 Like
Want to give a shout out to a smaller Canadian business: Trisana Nutrition! I switched my guy to their cold-pressed spirulina tablets from the MadBarn spirulina powder because I was sick of the huge mess created with the powder. And if there is that much mess, that means there is that much product not being ingested by the horse!
Customer service at Trisana was always great, and multiple horses in my barn have now switched to the tablets. I got an emailed customer satisfaction survey and I put in the comments I’d love to be able to order larger bags instead of multiple small bags, simply to make storage more convenient for our barn manager.
The founder herself replied back via email. Custom 5kg bag arrived this week (with free shipping), along with some free samples of their other products.
And for anyone looking for low-sugar treats that horses love AND are cute as heck: Boo and Moo Horse Cookies are our fave, and the folks there are wonderful to work with!
1 Like
I’ll second Black Diamond Designs. I did the build-a-bridle option and Amy was great helping me make sure I had the appropriate mix of sizes to have a figure 8 that actually fits my horse properly. She also supplied me with black rubber-lined laced reins (my favorite) for my dressage bridle which I never thought I would be able to find in that color.
I’ll also give it to Correct Connect. I bought a VIP pad from them in Kentucky a few weeks ago, had it split along the center seam while I was riding last week, sent them an email (because something that costs $200 should last more than 10 rides, in my personal opinion), and had a new one show up at my house this past Wednesday.
5 Likes
Those cookies are so adorable, and they look delicious! Have you tried one? I think my horse would have had to share with me 
What does the spirulina do?
I have nibbled at one! Flax and cinnamon taste delish together, and those cookies smell so good, I had to try (where the greedy guts gelding couldn’t see mommy noshing on one of HIS cookies 
)
Spirulina has some natural anti-inflammatory properties, and is supposed to be good for immune boost, and for the metabolic types it is apparently helpful in regulating insulin.
1 Like
