I do not miss free embroidery because I never qualified for it. My horses live at home. No barn buddies for me.
[QUOTE=bugsynskeeter;8578121]
Same here! I have a thing for embroidered fly masks…I order at least 2 a year when they have the free embroidery “sales.”[/QUOTE]
Yes, I would find myself ordering a lot more if I had the option to embroider. I think about how much it will cost to embroider my purchase, and end up deciding to not bother buying at all.
As for SmartPak as a whole, I’ve definitely had a change of feelings recently. I used to recommend SP to EVERYONE, I defended them whenever anyone said something negative or had a bad experience, and I religiously purchased items from them. Seriously the UPS guy recognizes me out in public and knows me by name, I am not kidding. It was the top of my agenda when planning a visit to MA to visit their brick and mortar store.
But then I started having issues with my beloved SmartPak!! Orders were coming with errors and defects. 2 out of 3 separate orders had to be returned for various reasons. Luckily they remedied the issue, but for one of the items, I ordered in March, received an incorrect item and did not finally receive my correct purchase until almost September! I started having a ton of trouble with the website. Inventory is not updated and I almost ended up in a huge mess with a tall boot problem. I ordered on the website, and days later receive a call that they are out of stock and will not be ordering more! At this point I had already sold my old ones (being in the middle of winter and not having any shows coming up) and had to go back on this. Which makes me feel scummy. After canceling my order the boots in my size remained for sale on their website for over a week. I’m hoping it actually was out of stock, and they didn’t just cancel my order and someone else ended up with them… But I don’t understand why the website took so long to be updated after that point.
Following this, several friends had terrible customer service calls. One of which I heard, so I couldn’t deny that it happened, or taken out of context, like I had defended against previously. I’ve transitioned my supplements to baggies now and really don’t order anything else much. I’m not totally turned off to them, but I’ve been annoyed enough to really limit my purchases and I certainly don’t rave about them to my friends anymore. Just my take on things lately.
shrug I don’t even have a horse on SmartPak’s right now and SP is still my go-to store whenever I need something. The customer service can’t be beat. I recommend them to everyone.
I don’t use smartpaks because I don’t feed any supplements, but I do love Smartpak as a company. Their customer service is unbeatable, and they are so easy to work with. Their prices are often the lowest I can find, and with free return shipping I buy everything with confidence.
My only issue with Smartpak is they make it so hard for me to support my local tack shop.
I am waiting for some sort of 20% off or more sale so I can try their new soft shell show jacket!
This makes me think of the cellular carrier commercial that went something like, “Why does Timmy get new swim fins? And new goggles? And a new towel?” “Because he’s NEW!” (to the swim team in this case)
I have had good luck with SmartPak. And they still send a hand-written note when your horse dies.
Just FYI for those talking off topic about cable bills and such - every year or so when our cable bill doubles we go in person to the Cox location in town and talk to a manager. They always take our bill back down to close to whatever we were getting before. We’ve never had them say “sorry, you’re not new customers.” In fact the opposite - the last manager actually repeated back to me “so I understand you aren’t happy about how high your bill is and want to see how we can help you. Let me see what I can do for you.” She really did almost cut it in half, though we have bundled service so it was a lot more work on her part. It really does not ever hurt to call or walk in and actually ask them to reduce your bill.
Medical establishments also usually offer a discount to patients who pay cash. 
Both of my boys are on smartpaks. While we were in between farm managers we had a handful of different people feeding and it really helped in regards to making sure everyone got exactly what they were supposed to get each day.
That being said, I do wish there was a bit more loyalty to those of us who have been around a while. The free embroidery was awesome, just being able to “mark” small items at no charge was great…especially fly masks, LOVED that!
I used to go to Smartpak for EVERYTHING and now I shop around a bit more before clicking the pay button. Riding Warehouse has a decent selection, good prices, and free shipping so I have been shopping there more and more.
[QUOTE=alittlegray;8580717]
Just FYI for those talking off topic about cable bills and such - every year or so when our cable bill doubles we go in person to the Cox location in town and talk to a manager. They always take our bill back down to close to whatever we were getting before. We’ve never had them say “sorry, you’re not new customers.” In fact the opposite - the last manager actually repeated back to me “so I understand you aren’t happy about how high your bill is and want to see how we can help you. Let me see what I can do for you.” She really did almost cut it in half, though we have bundled service so it was a lot more work on her part. It really does not ever hurt to call or walk in and actually ask them to reduce your bill.
Medical establishments also usually offer a discount to patients who pay cash. :)[/QUOTE]
That’s why I called. Hoping they might offer some type of discount since I was an “old” customer. Nope. Rubbed me the wrong way, esp since I had changed to two different supplements that were going to run $20 more/mo. Oh well. Paks are convenient for me for storage, but since I give them, no big loss without them. I still have prep work to do anyway (grinding flax, etc).
I agree with the sentiments- I don’t expect free breeches for being a loyal customer of six(!) years, but sometimes… I’d like perks for being around that long. The 10% off is nice, but more than 20% or something more exciting like free embroidery more often would really seal the deal. I used to use SmartPak as my go to for everything, but lately, I’ve kind of drifted away to other places with better deals, and just used it for supplements.
I have had plenty of both unpleasant and pleasant conversations with SmartPak. Over their supplement, blankets and other issues.
Their no hoops, no hassles guarantee is anything But. I have purchased quite a few of their 10 yr warrantied sheets and blankets this year. Within a month, a surcingle came completely unstitched and off… Thankfully, the sheet didn’t twist or get tangled on him. Customer service on that call was super. Sent a new one right away, I sent the other back. This week, another defect. But the call person I spoke to this time said I had to photograph the issue on the blanket and they would decide what to do about it. I had to pay the return postage as well.
MintHill, that’s odd. My horse has been through 4 (FOUR!!!) of the ultimate turnouts this winter, each replaced without any questions.
[QUOTE=HiJumpGrrl;8581554]
MintHill, that’s odd. My horse has been through 4 (FOUR!!!) of the ultimate turnouts this winter, each replaced without any questions.[/QUOTE]
Four blankets in one winter?! What is your horse doing to them??
Keep in mind that Smartpak sold to Henry Schein (distributor of Veterinary products). A coincidence that customer service problems have started to pop up? I think not
[QUOTE=Cooper;8582168]
Keep in mind that Smartpak sold to Henry Schein (distributor of Veterinary products). A coincidence that customer service problems have started to pop up? I think not[/QUOTE]
Agree!!
And I think it has to do with which Customer Service Rep one speaks to. Some really sympathize, and others do not!
I like SmartPak and usually check them out first when I need something. I like their shipping policy (free over $75, free returns on sized items). I also receive my orders very quickly. I have purchased supplements from them but never in SmartPaks. I also have no beef with them doing something to attract new customers as long as they somehow reward loyalty as well.
As far as the cable companies go, our local Comcast won’t give you a better deal that’s more in line with what new customers get – even if you go in person. It’s really too bad.
You know what bothers me a bit about SmartPak? It’s really petty… BUT
I re-did my membership with AQHA, and I automatically started getting the SmartPak Western catalogues (again). Even when I request the regular catalogue and make sure my account settings say hunter/jumper. I think only half the time the English ones come after I request, but I get a western one monthly, though I have made it very clear to SmartPak that I don’t ride western.
Seriously, SmartPak. AQHA does more than just western events.
[QUOTE=Belmont;8586501]
You know what bothers me a bit about SmartPak? It’s really petty… BUT
I re-did my membership with AQHA, and I automatically started getting the SmartPak Western catalogues (again). Even when I request the regular catalogue and make sure my account settings say hunter/jumper. I think only half the time the English ones come after I request, but I get a western one monthly, though I have made it very clear to SmartPak that I don’t ride western.
Seriously, SmartPak. AQHA does more than just western events.[/QUOTE]
Laugh.
I do not get any catalog in the mail.
If I call and say ‘please send me catalogs, I want the paper catalog to put on my coffee table so I can drool over it’ I get one catalog in an envelope and no other catalogs.
Heck, even my monthly smartpak order (for two horses) does not come with a catalog in it.
I have tried several times and clearly they do not want to send me catalogs.
[QUOTE=alittlegray;8580717]
Just FYI for those talking off topic about cable bills and such - every year or so when our cable bill doubles we go in person to the Cox location in town and talk to a manager. They always take our bill back down to close to whatever we were getting before. We’ve never had them say “sorry, you’re not new customers.” In fact the opposite - the last manager actually repeated back to me “so I understand you aren’t happy about how high your bill is and want to see how we can help you. Let me see what I can do for you.” She really did almost cut it in half, though we have bundled service so it was a lot more work on her part. It really does not ever hurt to call or walk in and actually ask them to reduce your bill.
Medical establishments also usually offer a discount to patients who pay cash. :)[/QUOTE]
That didn’t work with Cablevision although my bill certainly doesn’t double each year. I eventually switched to another provider.
I have an AQHA membership as well and I only get the western themed catalogs.
I will say that their catalogs are NOT like the giant, glossy paged Dover ones…and they do not send out 14 a year. You are not missing much by not getting one.
