I don’t mind that they offer an incentive to lure new customers… I don’t mind that there’s a minimum order… I don’t mind that the free breeches are limited to certain styles…
I JUST WISH THEY’D PUT THAT INFO IN THE EMAIL.
Hi everyone, SmartPaker Sarah here!
First and foremost, thank you all so much for the thoughts and candor you’ve shared here (I know you didn’t know I was reading, but I always appreciate the opportunity to get feedback straight from the riders’ mouths :)).
For the non-SmartPaks Subscribers in the group, I apologize if you felt that the messaging in our email was unclear. We do have details (aka “the dreaded fine print”) at the bottom of the email, which lays it out as follows: “Receive a free order of Piper breeches with purchase of new AutoShip SmartPak over $40. Offer expires 3/15/2016 at 11:59 PM PST and order must ship by 4/12/2016. Limit one new SmartPak per horse. One free Piper breech per person. Excludes products manufactured by Life Data Labs. Additional exclusions may apply. For complete details and to place order call 1-888-339-9695.” That said, I absolutely hear you that this message didn’t come across clearly, and I’ll be sharing that feedback with the team that creates and sends these emails.
For the SmartPaks Subscribers in the house - first things first: huge thanks for using SmartPaks to help take great care of your horses. We are truly honored to be a part of your care team.
Reading your comments about how seeing this offer made you feel undervalued and unappreciated was really, really rough for all of us at SmartPak. And I want you to know that that couldn’t be further from the truth. Each and every one of you is incredibly important to all of us, and we work hard everyday to find new ways to help you take great care of your horses.
I know the comparison to cable company pricing is an easy one to make, but we actively try to make sure that’s not the case at SmartPak. That’s why we’re proud to offer SmartPaks Subscribers exclusive access to our VIP SmartPerks discount, which provides 10% off all SmartPak brand tack, apparel, and equipment (including Piper breeches - new and existing styles!), and we regularly send out surprise emails allowing you to “Double Your Perks” or save 20% on all that same great gear. (If you’re not already taking advantage of this great deal, just add the promo code PERKS to your account next time you visit the site and you’ll automatically save 10% on all future orders of SmartPak brand gear.) As a SmartPaks Subscriber, your exclusive SmartPerks access also includes a free Team SmartPak calendar, which is chock full of even more exclusive offers.
All that said, we know that there’s still more we can do to make sure you guys really feel the love (this thread was a great reminder of that). And I’m happy to share that there is some really exciting news coming for SmartPaks Subscribers. I’m not at liberty to say more right now, but I genuinely think you guys will be excited! (I sure am!!)
SmartPaks Subscriber or not, if anyone has additional thoughts, concerns, or questions, I would love to hear from you! Some of you have my email already, but for those who don’t, you’re welcome to reach out to me anytime at SMann@SmartPak.com
Thanks again for being such a smart, passionate group that makes coming into work everyday so incredibly rewarding. And thanks for continuing to share feedback that will help make us smarter than we were yesterday. You guys rock.
Sarah Mann
Rider, Runner, Stuff-Riders-Say-er
(aka Director of SmartPaks and Brand Marketing)
I see the fine print now. I missed it earlier. It would be easier if it was in the section touting the promo and not way at the bottom. But mea culpa I do see it’s in there
Thank you, Sarah! I appreciate your continued willingness to help us here at COTH understand stuff.
[QUOTE=trubandloki;8577359]
Thank you, Sarah! I appreciate your continued willingness to help us here at COTH understand stuff.[/QUOTE]
Thank you! Reading your feedback is what helps all of us at SmartPak understand what’s being understood, what’s causing confusion, what’s being valued, and what’s not-so-great, so that we can keep getting smarter every day.
I know it might sound like cheesy marketing language, but you guys truly are the reason we’re here, and our smarts are at your service!
Sarah Mann
SMann@SmartPak.com
I think those of you canceling orders over this are being a little harsh. SmartPerks and free shipping (on anything!) are nothing to sneeze at. I’ve actually found SmartPak to be much more generous to their long time customers than a lot of other companies.
That being said, I am also losing a bit of my love for SmartPak/SmartPaks. Their SmartPaks are becoming more and more expensive, and after 3 months on them this summer, I didn’t see any difference in my horse and canceled. I used to recommend it to all of my boarders, but don’t anymore. If your horse is on a lot of supplements or you need a way to ensure your horse is getting them appropriately (or your barn requires them), then I think they’re still worth it. Otherwise, I’m back to baggies.
Overall, I find myself ordering more and more from other websites. The free return shipping is what keeps me around right now. Their customer service is also very good, but I don’t necessarily need good customer service when I’m replenishing usual supplies.
So I guess I’m not surprised to see all of these “Call to receive your free item” ads recently.
All of that being said, thank you Sarah for responding. I’ve always thought your replies are very classy.
Yeah - I’m not cancelling my paks. I just wish they could toss us long time subscribers a little bone once in a while. I really REALLY miss free embroidery. That really meant a lot to me.
eta: and yes I know that like once a year they send out an email with free embroidery on like one item, but you can’t really plan your purchases around that…
I have found it is easier as a boarder to use the smartpaks because then I know exactly how much my horse is getting and if they’re getting it or not. I’ve worked at many barns where I’ve scooped supplements and it’s honestly a pain in the ass if you have more than 10 horses in the barn. I’m glad we all have said something though because as members 10% is a great asset to those who shop regularly for schooling and showing. But i’d like to see some discounts on rehab supplements my horse has been on and off lame for two years now and the smart rehab or R&R pellets are always 120-150 bucks every shipment!!! That seems a little ridiculous to me. We as customers who use SP whether our horse is sound or not should get a full 10% on everything not just shopping. I do love my SP’s just giving my 2 cents
They had a free Smartpak blanket promo almost a month ago when starting up on Smartpaks, which I did. The blanket was sent to me as well…
Why should a discount depend on a horse’s soundness?! I must be misunderstanding. If your horse doesn’t benefit from a supplement during layup why wouldn’t you stop?! What does that decision have to do with the supplier?!
I have been a long time fan of SmartPak, even when I’m buying supplements in bulk or no supplements from them at all.
I always recommend the company to my friends who haven’t used it previously.
That said, two people I know personally had disappointing phone conversations with smartpak yesterday. Neither person cares to order anything from them again. 
I’m not ready to dump SmartPak yet–I want to look into the smart-perks-- but I am sad that close friends didn’t have the positive experience I have had in the past.
I started back up on SmartPaks last month during their free blanket promo. I LOVE my SmartPlaid thinsulate blanket, and I was meaning to start my new horse on SmartPaks anyways, so the free blanket was just an added bonus.
Having not been a SmartPerks member for the last few months since I’ve been horseless…I really did miss SmartPak! I missed the 10%, and the convenience of getting that “SmartPaks are about to process” email so I could go take an inventory of things I needed to stock up on.
I love their customer service, I love all of their products, and I have no complaints!
I am a loyal SmartPak customer and my mare in training in Colorado is still on SmartPaks. I do a vast majority of my business through them. But I have started to switch some of the horses at home over to UltraCruz supplements as SP doesn’t have exactly what I am needing.
SP is still always the first place to go to shop.
No longer doing smart paks…
I’ve asked smart pak to carry magrestore, but since they sell their own mag supplements it’s not likely to happen.
Also UltraCruz is a better and much cheaper version of natural VitE.
Otherwise I value the free shipping and returns, had a very good response when I have contacted them recently.
I’m sure the supplements they make are good, but I’ve never seen a lot of results esp for the high prices. They tend to blend in a lot of things, and I prefer to do one item only to target just what my horse needs.
[QUOTE=SendenHorse;8577776]
I’ve asked smart pak to carry magrestore, but since they sell their own mag supplements it’s not likely to happen. [/QUOTE]
They carry lots of supplements that they also carry their own brand of so I doubt it has anything to do with them having a SP brand supplement that they do not carry the supplement you want.
I am not saying you should buy from them or anything of that sort, I am just trying to say there is probably a more complicated reason than simply they have a SP brand and they do not want the competition.
wow…wish I’d gotten the email…I’ve been waiting to start the new mare’s supplements up and I definitely would have, had I gotten the email. LOL!
[QUOTE=trubandloki;8577786]
They carry lots of supplements that they also carry their own brand of so I doubt it has anything to do with them having a SP brand supplement that they do not carry the supplement you want.
I am not saying you should buy from them or anything of that sort, I am just trying to say there is probably a more complicated reason than simply they have a SP brand and they do not want the competition.[/QUOTE]
yeah, I get that. hard to say for sure what is behind the decisions.
It just seems they have more and more of their own brand, less of others, over the years. It’s natural to feature and play up your own products first.
[QUOTE=SendenHorse;8577980]
yeah, I get that. hard to say for sure what is behind the decisions.
It just seems they have more and more of their own brand, less of others, over the years. It’s natural to feature and play up your own products first.[/QUOTE]
When I did a price comparison of all the joint supplements last year, the SmartPak in house brands were the cheapest, with the highest levels of MSM/Condroitin/Glucosamine/HA. I could have probably combined two supplements to get the same amounts, or done some other trickery, but it would have cost more. I also saw great results from their SmartFlex III supplement. I’m guessing others are seeing the same, and switching to the in house brands, making it less economical to carry a bazillion different brands of other supplements that barely anyone orders.
I miss the free embroidery!
That being said, I do appreciate the free shipping and free return shipping. I dont buy a ton from SP but I have used that quite a bit.
I find the Smartperks thing a bit confusing. I got an email saying double and went to order a bridle, but then I couldnt really tell how the math was done to get 20% off (based on the regular price it was showing). Regardless, Im super happy with the bridle and I was able to send it back for a different size for free.
Same here! I have a thing for embroidered fly masks…I order at least 2 a year when they have the free embroidery “sales.”
