Just irritated. (phoenix west trunk/smart pak/delivery)

[shadesofbay3]

i know this is total first world problems, but idc.

ordered a phoenix west trunk back in the beginning of january, with the total knowledge that it was going to take up to 12 weeks to arrive.

not going to lie, the idea of something that large and expensive being made and delivered to my house when UPS/Fed Ex usually doesn’t give a crap about carelessly throws packages at my door really worried me… but by God i wanted my trunk

i asked how i would know when it was getting delivered because i guess i opted out of SmartPak’s excessive emails at one point… so i signed myself back up for them

on my birthday, march 14, i get an email from smartpak saying my trunk is on it’s way! yay! however upon further review, the email has a weird, short tracking number for the trunk, and says the estimated delivery date is march 13…

i call smartpak and they tell me that usually the tracking numbers “don’t work” because they take a couple days to register or some BS, but have nothing to say about the estimated arrival date, and they almost made it sound like they didn’t know for sure where my trunk was because it had “left their premises” but if i didn’t get a call from the delivery services within 10 business days to call them back and they would reach out to them.

oh that makes me and the $1200 i spent feel really good and secure

i finally get a text this past monday (2 days ago), from averitt express asking to schedule my delivery. of course i have no time off until this friday (when i have appointments all day) and then not again until next thursday. (though i WAS on a staycation all last week, of course.) they won’t hold it until next thursday without a storage fee (which they won’t tell me/don’t know what it is… wtf - though i now know it’s $200) … my husband is taking a half day early next week, so i was going to have him home to accept it, but the time frame they gave me is like, 8 AM to 8 PM which doesn’t help me at all, since his half day is for his own dr appointment

so today i find out my husband is taking the full day off so i call averitt to move the trunk delivery up to avoid the delivery charge (which i had begrudgingly accepted to be done with this whole mess)… smartpak calls me back today to say that, no, i have to pay the storage fees still because they (the delivery service) claim they got in touch with me over a week ago and i opted to hold the trunk in their facility for a week instead of having it delivered!!!

since when is monday (48 hours) over a week ago?
irritated doesnt begin to cover it…

[Tee]

Ohhhhh, I would be HOT!

[NaturallyHappy]

I’d be SO angry I’d cancel the delivery, send the trunk back, and dispute it w my bank. You can get that trunk somewhere else. I wouldn’t buy a pencil from Smartpak. When their customer service is good, it’s very good. When it is terrible, it’s really, really terrible. I’m sorry.

[trubandloki]

This does suck and it sounds so frustrating.

I am not sure that Smartpak is at fault though.

I am not saying you are at fault either.

I would think the people to be annoyed with is the delivery service that is being a jerk.

[NaturallyHappy]

Agreed….but I believe Smartpak contracts w them. I don’t know how one gets companies to hold shippers accountable until it hits their customer service. I ran into this w delivery of an arena drag. ABI held the shipper’s feet to the fire to make it right.

[trubandloki]

I had a similar problem with a grill.

The simplest solution we came up with was, we actually went to the shipper’s facility and picked up the package. They loaded it onto our truck.

@shadesofbay3, is picking it up at the shipper’s an option? Save them having to bring it to you and you can probably easily talk them out of the storage fee.

[shadesofbay3]

it would be. except my husband’s truck is at the shop and no clue when it’s coming back.

plus they are saying that they have first contacted me a week ago which is bs. i have screenshots (which i’ve sent smartpak) of them first reaching out to me this monday. 48 hours ago. so pick up or deliver, they are still going to try to hit me with that storage fee. which i’m NOT paying.

[MunchingonHay]

I sell large machines and we use freight to deliver them. Sometimes (depending on the carrier) they will not allow people to pick up at their location as Trubandloki suggested.

I would put pressure to Smartpak and the frieght company that there as not been any communication regarding delivery and you are not going to pay it. Tell them you will reach out to BBB and your credit card company. You can still cancel the charge, you don’t have the truck yet. they know you can still cancel. Then they have to pay to have the truck sent back to them.

ALSO, you can make them narrow down the time frame. 8-12 or 12-5 etc. They should have no problems with that.

[NaturallyHappy]

Great post!

[clanter]

@NaturallyHappy

Agreed….but I believe Smartpak contracts w them.

no SmartPak has nothing to do with the selection of the shipper, the trunk manufacturer selects the shipper…there is a LOT of information on the SmartPak web page for that trunk most of which is cautionary statements regarding shipping

from the web page

Important Delivery Guidelines

Before purchasing this item, please note:

1. This item can’t be shipped to a PO Box.
   2. This product will be shipped directly from the manufacturer using a shipping company.
2. The freight company will call you to schedule a delivery appointment.
3. If SmartPak and the shipper are unable to contact you within 7 business days of the product shipping out, your order will be cancelled.
4. You may be liable for any storage fees due to missed delivery appointments or requests for dates beyond the standard delivery window.
5. When your shipment arrives, you will be responsible for inspecting the shipment to make sure it’s complete and that no items are damaged.
6. Before accepting the shipment and signing for it, you must record missing items and damaged items on the receipt, and take pictures of any damage.
7. SmartPak and the manufacturer will not be able to assist you in filing a claim if you haven’t noted any damage on the receipt. You will be responsible for filing any claim

also on that page

FINAL SALE - This item cannot be returned or exchanged.

https://www.smartpakequine.com/pt/phoenix-west-tack-trunk-2545

[NaturallyHappy]

Thanks….I should have thought of that. However, I nearly ALWAYS have problems w them shipping so now I buy nothing from them unless I can’t find it somewhere else. I have no shipping problems w any other company.

[NaturallyHappy]

I just re-read what you posted. Yep…not buying from them unless I have to. What happened to helping out the customer?

[clanter]

• When your shipment arrives, you will be responsible for inspecting the shipment to make sure it’s complete and that no items are damaged.
• Before accepting the shipment and signing for it, you must record missing items and damaged items on the receipt, and take pictures of any damage.
• SmartPak and the manufacturer will not be able to assist you in filing a claim if you haven’t noted any damage on the receipt. You will be responsible for filing any claim

make sure you go over that shipment making note of any and all possible shipping damages, do as they suggest PHOTOGRAPH that thing as it sets on the shipping pallet

If there any mark on the shipping box make note on the Freight Bill of Lading “Possible Concealed Damage”

If there is damage, you will be entering the a world where Hell will seem like a joyous place as the shipper really has no relationship with you or expectation of ever having any future revenue from you.

[fivestrideline]

@NaturallyHappy

What happened to helping out the customer?

This particular issue isn’t SmartPak’s fault. I work in logistics and deal with shippers all day long. This has to do with the manufacturer/shipper/customer pipeline, and is a risk you take when ordering something that ships from somewhere other than the retailer’s regular warehouse. Hence the giant block of BUYER BEWARE text on the site. *

However, you may have an argument if the shipper truly didn’t reach out until the last day or so (as in, you have proof. Which it sounds like you do). That is something smartpak should be able to use to motivate the shipper to uphold their end of the deal.

*ETA the risk is the lack of direct control SP has on any of the third parties in this scenario, which often equals delays and frustration for everyone. Much like ordering something on Etsy and dealing with FedEx in the middle.

[NaturallyHappy]

Thank you…I will remember this.

[colorfan]

That is beyond irritating! Any chance you took the call form the delivery company on your cell phone so you could screen shot the time and day you spoke to them? ah I see you did that good.

[LCDR]

My experiences with Averitt as freight carrier of my orders has sucked. And, I am retired and hone all day, every day. The most egregious example follows.

I ordered a dressage arena - rails, pylons, letter cones, markers, etc. for around $4000, shipped via Averitt. Time went by, and I received a call from the Averitt dispatcher to set up my delivery, like you, sometime between 8 AM and 8 PM. The truck driver called around 7 PM saying he was on his way. I told him I’d meet him at the street with my tractor and pallet forks. Around dark the semi pulled up, the driver rolled up the door of his 53 foot trailer, and it looks empty. But in the far end sits one box, all alone. Shipping invoice says 5 crates, only one is on the truck.

I called the seller. They said they would take care of it. A month went by. Called again. Seller said Averitt kept swearing to her the order was delivered. Then Averitt had to have time to do their own investigation. Bottom line - four months later the new replacement arena rails finally arrived. Somewhere out there in Averitt-land sit 4 crates of white vinyl dressage arena rails.

[shadesofbay3]

so an update …

i moved the delivery to this friday, and they tried to accommodate me (after asking me to reschedule my vet appt lolololololol) and agreed to meet me first thing fri morning (7 am-9 am). don’t know what i’ll do if they are late because i have the vet at 1030 am and then the dentist (for me) at 2 pm. neither or which i can reschedule …

my concern is with what i do if/when it does show up. in talking to my husband tonight he said he has also heard not great things about averitt.

am i supposed to open the trunk and look at it inside and out while the delivery guy stands here and waits? is he going to help me open the box so i can inspect it (since husband will be at work and obv it’s big and heavy - or can they not touch it?)? do i then i just refuse it if it’s damaged? sorry if these are stupid questions, i’ve never done an order like this before

not understanding why there are no negative reviews anywhere about this either (on smartpak, dover, etc) if this is how the delivery process works…

just ugh

[LCDR]

Have your camera ready and take pictures if you see any hint of damage to the container, crate, box or whatever. Most drivers these days also will take a picture of you with the delivery for company records as proof that you received it. Point out anything you see to the driver and write it on the bill of lading BEFORE you sign it.

Remember the driver likely has no clue about what is in the box, the hassles you had setting up the delivery day and time, and your other appointments that day. To him it is just another box among many. So it is not productive to vent to the driver. Your package likely changed trucks and was handled by several loaders along its way to you so if you see external damage don’t blame it on the driver.

As far as opening to check inside, that depends on company policies. Check on line about that before delivery day. If you see external signs of damage, you have the right to refuse to accept the package. That can be a tough call.