Smartpak issues resolved

[inca]

[QUOTE=Marla 100;7953341]
I noticed their shipping is much slower. Now it takes several days for the order to go out whereas before it often went out the same day or next morning.[/QUOTE]

Yep, this is a biggie. I could always count on them to get things to me quickly. Now they are no better than Dover when it comes to shipping after you place an online order. Very disappointing.

But, I still order from them and will probably continue to do so. I did buy 2 of their branded blankets this year and so far am really happy with them, especially relative to the sale price.

I have not had to interact with customer service lately so can’t comment on that.

[GotSpots]

Yes, we’re seeing new issues with Smartpak as well - disappointing for a company I’ve consistently liked over the years. Something as simple as trying to order a collar for the new dog: the website said it was out of stock and would be in 1/12, then 1/14, now 1/15. Also seeing slow delays in shipping times as well even for routine items, and they refused to honor their free-shipping-for-sized-items policy recently. Hopefully they’ll get things back on track - it was nice when they were a company I felt I could consistently root for.

[french_fry]

I have definitely noticed the delayed shipping times in general. For example, I ordered a personalized halter a couple of months ago and it shipped (I believe) the next day and arrived two or so days later. Lightning fast! I ordered another one less than a month later and foolishly expected the same and it still hadn’t shipped several days later. Full disclosure: this was entirely my fault as I had come to expect the insanely fast turnaround that Smartpak didn’t actually guarantee - and Smartpak STILL made it right by overnighting the item for free when I called asking to pay to upgrade to rush shipping so I’d get the halter in time.

This is why I have been ordering almost exclusively from Smartpak lately despite the fact that many items are cheaper or easier to get locally.

This is also why I’ve been so disappointed in a couple of recent orders. After building their business on top of the line customer service, the delayed shipping times and so-so customer service response relegates them to just another online tack shop to me.

[vxf111]

I also have seen a slowdown on my most recent order. And my prior order, which was a barn saver shipping order, didn’t go out on the day it was stated it would-- it got held for the NEXT barn cycle.

[pezk]

There use to be a couple of days safety time between when supplements ended and the new pkg would arrive. The last time there was no safety period. The supplements arrived the day after the last ones ended.
Maybe the co being sold has cut in to their customer service reputation.
I just hope they aren’t cutting corners with the supplements themselves.

[Gorgonzola]

[QUOTE=pezk;7955773]
There use to be a couple of days safety time between when supplements ended and the new pkg would arrive. The last time there was no safety period. The supplements arrived the day after the last ones ended.
Maybe the co being sold has cut in to their customer service reputation.
I just hope they aren’t cutting corners with the supplements themselves.[/QUOTE]

When was SmartPak sold? And to whom??

[HorseKrazy]

I thought I heard it was last year or so…I can’t recall

[joiedevie99]

Same here. I’m still waiting for a basic personalized nameplate ordered in mid December. Smartpak was sold to Henry Schein Animal Health Holdings Ltd. on July 1, 2014.

[Phaxxton]

[QUOTE=atlatl;7954843]
I have not had a problem at all. In fact I just had a problem with a defective seal on my smaprtpaks and they are sending me replacements at no charge.[/QUOTE]

I’ve also not experienced a problem. My boarders and I order from SmartPak a lot, and I am always happy with their customer service. I’ve noticed that shipping does slow down around the holidays every year, but I haven’t noticed any other issues. Actually, this year, the personalized item I ordered for Christmas came earlier than the date promised.

It’s disheartening to hear so many people having bad experiences.

[Appsolute]

Well first I have to admit I have never been a smartpak devotee… prices matter to me, and all too often I would find better deals on the items I was looking for, even with SP’s free shipping.

But I have placed some orders over the years - all largely uneventful.

Smartpak lost my potential business last month. I inquired about some boots - the manufacturer makes the boots in several sizes that Smartpak does not stock (but many other retailers do). I wrote and asked if they could special order the size I wanted. The answer was NO.

Well okay then - Dover it is! So I ordered them from Dover, the Friday after New Years, and they arrived in my office clear across the country the very next Friday.

Dover has always been willing to make special orders, funky colors, sizes I wanted etc. I guess SP doesn’t do that.

[QUOTE=french fry;7955278]
I chalked it up to “don’t buy $100 bridles, french fry” and eventually changed out the reins for Dover’s lowest priced reins and they’ve been fine and have broken in beautifully but I am disappointed in how the rest of the bridle broke in - or didn’t! Despite regular care and cleaning it is still very stiff and cardboardy.

I guess I should have talked to customer service about it earlier in the game but it did sort of feel like a “shame on me” for buying a cheap bridle in the first place, good reviews or not.[/QUOTE]

This is my Dover Crown bridle. I paid $89 for it in 2009 and have been using it 4-6 days a week since. Its soft, has held up wonderfully, not a single loose stitch and the color has remained true.

Dover’s Crown line has nice leather work in the $100 range.

I know people LOVE to hate on Dover, but I have been ordering from them since 1989 with ZERO problems. I save up the $10 off coupons I get a couple times a year (so practically free shipping on my orders) and they have some very good clearance sales.

[AliCat]

I haven’t ordered from SmartPak in ages, but I did order from Dover this holiday season. I bought one of the 12 days of Christmas specials on a Friday, picked regular shipping, and had it in my possession on Monday. I was impressed.

[Gorgonzola]

[QUOTE=AliCat;7956428]
I haven’t ordered from SmartPak in ages, but I did order from Dover this holiday season. I bought one of the 12 days of Christmas specials on a Friday, picked regular shipping, and had it in my possession on Monday. I was impressed.[/QUOTE]

You were lucky! I paid for 2 day air, but the bridle I bought from the 12 Days of Christmas sale didn’t ship for 2 weeks. They wouldn’t give me a refund on the 2 day air either.

[IPEsq]

I’ve noticed slower times from order date to ship date and also backordered items seem to take forever to come into stock. For example, I had my eye on a certain bit. It was out of stock in the size I needed but expected on X date. I kept checking back and the date kept being extended in small increments for WEEKS. I gave up on trying to buy it from them. I haven’t encountered any major customer service issues, but I haven’t ordered from them in a while.

[2horseowner]

I am a fan of both, but I will say Dover has more of a selection of the things I’ve wanted. Never had issues with them shipping or having what I want in stock. I have noticed SP is quite slower with their shipping than they used to be.

[Beam_Me_Up]

Not the shipping speed but I was so frustrated by the “20% off everything” sales over the holidays that excluded all non-SmartPaks. Why not just call it “20% of SmartPaks” so we don’t waste time filling our carts?

[TWH_Girl]

[QUOTE=Gorgonzola;7955419]
I had an issue with them, but I was very happy with how it was resolved.

They had a big sale on some bridles (maybe the ones VXF is talking about?) I was having trouble placing the order, for these and something else that was not on sale, on the website, so I called and placed my order.
A week later, I hadn’t gotten a shipping conformation, so I called and ‘whoops, the order has a note on it, but was never placed. We’re now out of the sale items you wanted.’ Ok. I cancel the order and ask that they look into why no one looked at the note on the order, and why no one ever contacted me.

I got a nice apology email a day later, said the issue had been resolved, wouldn’t happen again.

About 2 months later, I go to place an order for the HS bits they had on sale. Again, issue with the website. I call, place an order. Next day, no conformation email. I call, ‘whoops. order hasn’t been placed, we’re out of the items you wanted.’

I asked to speak to a supervisor. I mentioned that this has no happened twice in as many months, and I love Smartpak, but it’s really unacceptable that I’ve had conformation over the phone that my order was placed, but then is not, and no one contacts me!

I got another nice email, and a $200 credit two days later.

Now whenever I place an order, if I don’t get an email within 5 minutes I call and won’t get off the phone til I see the email!![/QUOTE]

Gosh, I really need to start complaining more!

Slow shipping for my supplements too…was charged last week and twidling thumbs…still nothing. Sigh. Will pony survive a few days off his supplements?? Maybe, and then maybe I’ll just decide to quit feeding them since who know if they are doing anything anyhow??

[shea_smom]

I am still a fan.

[Gorgonzola]

[QUOTE=TWH Girl;7956858]
Gosh, I really need to start complaining more!

Slow shipping for my supplements too…was charged last week and twidling thumbs…still nothing. Sigh. Will pony survive a few days off his supplements?? Maybe, and then maybe I’ll just decide to quit feeding them since who know if they are doing anything anyhow??[/QUOTE]

I really didn’t complain (Maybe it was?) I just said I’ve been a customer a long time, and have always had terrific service and that it’s just a shame that this is happening, and thanked them for looking further into the issue (which from what I was told took some web developers) and resolving it.

[Gorgonzola]

[QUOTE=Beam Me Up;7956566]
Not the shipping speed but I was so frustrated by the “20% off everything” sales over the holidays that excluded all non-SmartPaks. Why not just call it “20% of SmartPaks” so we don’t waste time filling our carts?[/QUOTE]

I got 20% off Back on Track pads, among other things. I know there were some companies excluded (due to manufacturer guidelines) but if I remember correctly it was only about 6 companies?

[vxf111]

There was one sale that was 20% off everything not-excluded (except it was really 15% off plus 5% off USEF discount which isn’t the same thing as 20% off because one discount is applied first, so the second discount doesn’t apply to the same base amount-- but I digress).

There was ANOTHER sale where the email header was 20% off (or 50% off or something) but when you read the email it was ONLY on Smartpak supplements in the Smartpak.