Smartpak issues resolved

[seabreeze]

[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]

Yes, I’ve noticed this, too. In past years (for previous horse), I almost seemed to end up with a new box before I was halfway through the current box. I just signed up new horse a couple of months ago for a supplement that does work very well for him. He will run out tomorrow, the 15th. Got an email yesterday (the 13th) that it was “getting ready to ship” and should arrive on the 19th. I called customer service yesterday and explained that I am almost out of the supplement and that my email message said that the supplement is just getting ready to ship. Agent responded that no, it shipped Monday the 12th and should arrive Thursday the 15th. Okaaaay, I’m glad that’s the case, but why an email with the wrong information? It makes them look like they are not in top of their business. I don’t like that.

[keatssu]

I have 4 horses and order A LOT of things from smartpak. I haven’t noticed any difference in customer service. I occasionally order from other online companies when smartpak doesn’t carry what I need. There isn’t another company that comes close to them in terms of customer service, prices, and shipping costs and speed.

Last week I noticed a small tear on the inner lining of a 10 year indestructible ultimate turnout that I purchased in November. I called them on a Sunday morning, spoke to a real person with no waiting, and found out that I can keep the blanket for the season and then send it back for a new one. She made a note on my account about the plan. How much better can customer service possibly get?

[seabreeze]

[QUOTE=keatssu;7957347]

Last week I noticed a small tear on the inner lining of a 10 year indestructible ultimate turnout that I purchased in November. I called them on a Sunday morning, spoke to a real person with no waiting, and found out that I can keep the blanket for the season and then send it back for a new one. She made a note on my account about the plan. How much better can customer service possibly get?[/QUOTE]

You’re correct. That is fabulous customer service! So I wonder why I wasn’t offered that option when the piping on my Ultimate sheet ripped out and was hanging off the tail flap? I didn’t want to be without the use of the sheet, so they told me I could purchase another one, send the damaged one back, and wait for them to process a credit. It was either that or send the laundered, damaged sheet back and wait for them to process the return and send me another sheet. No mention at all of just waiting until the end of the season and then making the return. Those are the type of inconsistencies that “used not to be.”

Of course, all that went out the window when, before I could get the sheet laundered, we had a day of heavy rain and the waterproofing completely failed, leaving me with a shivering, cold, wet horse.

[trubandloki]

[QUOTE=seabreeze;7957375]
I didn’t want to be without the use of the sheet, so they told me I could purchase another one, send the damaged one back, and wait for them to process a credit. It was either that or send the laundered, damaged sheet back and wait for them to process the return and send me another sheet. [/QUOTE]
This is what LL Bean does too. Seems like a pretty typical return policy.

[Nestor]

[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.

My guess is they’re cutting staff to save money and their service is slowly eroding.[/QUOTE]

I’ve had this experience too. I used to be able to order something Monday morning, it would ship that afternoon, and be delivered to me Tuesday. Not kidding! Now it’s more like 3 days from when I order it. And seeing as they are about an hour away, that’s just silly.

But, I’m having some shipping issues with Dover at the moment too, so who knows. I ordered stuff last week, realized I ordered a wrong size and called, they said they couldn’t swap out the item as it was already packaged, but they’d send the new size out the next day (so at the same time as the original order) and I could send the wrong one back, no charge. Sounds great, right? Too bad it’s been a full week and I haven’t heard when that second package is going to ship… and I got the original order last Thursday, so I’m holding onto the item I have to return, hoping nothing happens to it!

[keatssu]

[QUOTE=seabreeze;7957375]
You’re correct. That is fabulous customer service! So I wonder why I wasn’t offered that option when the piping on my Ultimate sheet ripped out and was hanging off the tail flap? I didn’t want to be without the use of the sheet, so they told me I could purchase another one, send the damaged one back, and wait for them to process a credit. It was either that or send the laundered, damaged sheet back and wait for them to process the return and send me another sheet. No mention at all of just waiting until the end of the season and then making the return. Those are the type of inconsistencies that “used not to be.”

Of course, all that went out the window when, before I could get the sheet laundered, we had a day of heavy rain and the waterproofing completely failed, leaving me with a shivering, cold, wet horse.[/QUOTE]

Yes, they should have a consistent policy on the Ultimates. I would have been very upset about the waterproofing. I had that happen with a new turnout sheet from another company. I returned it and bought a smartpak ultimate…

[seabreeze]

[QUOTE=trubandloki;7957440]
This is what LL Bean does too. Seems like a pretty typical return policy.[/QUOTE]

Agreed. But why didn’t they tell me, like they told keatssu, that I could just continue using it until the end of blanketing season and then go through the return process?

[ILuvmyButtercups]

I had wondered too - didn’t know SmartPak changed owners. Used to be they were super in all ways. Remember when you went onto their website a customer service rep would pop up asking if you wanted help in instant chat? And when you called them, someone always answered, no waiting.

Not anymore. Now the website is just… I don’t know, strange and confusing. They have far less stuff. I tried to order some Ariat boots last Nov. and kept getting the OOS, expected in (3 days). Then it was 6 days, then on and on like that a week out every time. I finally went on Ebay and ordered them up instantly. When I got the boots (from Nothwest boots in California) in a few days, I looked them up again on SP and they were STiLL out of stock. When you call SP now, you always get put on hold, and a recording telling you you’re the (fill-in-a-number) behind the queue. Forever you wait having to listen to them tout Smart Pak supplements. I always hang up after 10 minutes.

And I did a return on a coat with store credit. But when I go online to my account, there is no indication of what my account balance is. I know it’s there, because I bought something else after the return and got that item free. I know I still have some $$$ credit… but how to access the ammount? Back to sitting on hold forever I suppose.

[seabreeze]

[QUOTE=keatssu;7957495]
Yes, they should have a consistent policy on the Ultimates. I would have been very upset about the waterproofing. I had that happen with a new turnout sheet from another company. I returned it and bought a smartpak ultimate…[/QUOTE]

I know someone else whose Ultimate’s waterproofing completely failed. But yet another friend is in her second year with hers with no problems at all. There must be some manufacturing QC issues.

[walktrot]

Yes, they do have new owners, so who knows what effect that may have, or will have, on operations. I did hear from another small tack store owner about a year ago that word on the street was that the original owners were getting nervous because they were losing money for several months. That was around the time that things like free personalizing disappeared. That shouldn’t mean that there is any difference in quality of customer service. That said, I still like Smartpak better than Dover if only because of the hankey-pankey with Dover’s pricing when it comes to sales.

[TatteredDaydreamer]

[QUOTE=french fry;7955278]
Bah, your story just reminded me that I had a bad experience with their Plymouth Elite hunter bridle. It’s a pretty bridle, if a bit cardboardy, but the dye on the reins started wearing off in chunks IMMEDIATELY (as in my first or second ride) and now the reins are a mottled mix of bright orange and dark oil. 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]

I had this EXACT same thing happen to my EXACT same bridle. $100 or not, there’s no way the dye should have worn off like that. I’m still using the reins as I only ride at home but I was really upset. They did offer to exchange the bridle but I opted to not do that as I only have 1 bridle currently. I hate to say it but the cheapie Suffolk bridle I got from Dover on sale for about 30 bucks conditioned/oiled up to be a much, much nicer bridle. :(:(

[vxf111]

What has happened to HK tack?! This is so not like HK?!

[zippyrider]

[QUOTE=walktrot;7957799]
I did hear from another small tack store owner about a year ago that word on the street was that the original owners were getting nervous because they were losing money for several months. .[/QUOTE]

But how can this be??? That was around the time I bought my horse and used SmartPak to completely outfit him. I’m feeling the pain from the transfer of wealth between me and SmartPak that has occurred in the last year! I think my horse keeps their lights on. :lol:

[drmgncolor]

Sadly, all good things must come to an end, I suppose.

I find it a bit interesting that this thread is now 3 pages long and not one customer service rep from SmartPak has chimed in. Don’t they have a history of making an appearance on threads with SmartPak in the title… especially when someone is complaining?

[french_fry]

[QUOTE=vxf111;7957941]
What has happened to HK tack?! This is so not like HK?![/QUOTE]

Are all Smartpak bridles HK? I don’t think either the Plymouth or Plymouth Elite are.

Honestly, my initial impression of my Plymouth Elite was, “oh, great. a plastic bridle.” but after reading all the good reviews I was hopeful that it would break in softer since it is really attractive with the monocrown and padding. Instead I got the dye rubbing off of the reins.

I got mine in March '14. It gets used about twice or three times a week and is cleaned literally after every ride.

ETA: I also recently purchased their house brand lined stirrup leathers and it’s actually sort of amazing how awful they are. They look like rubber and they are so bulky that they’ve actually bruised my legs. People refuse to ride in my saddle because of them. Again, I chalked this up to a, “don’t buy cheap sh!t, french fry” thing and never complained or returned them. I think I will be hitting up Dover for inexpensive leather items going forward.

[french_fry]

[QUOTE=drmgncolor;7958056]
Sadly, all good things must come to an end, I suppose.

I find it a bit interesting that this thread is now 3 pages long and not one customer service rep from SmartPak has chimed in. Don’t they have a history of making an appearance on threads with SmartPak in the title… especially when someone is complaining?[/QUOTE]

Full disclosure: Smartpak reached out to me privately and offered to make things right. I had already gotten an email response to my complaint the day before and the replacement item has theoretically already been delivered at my barn (I won’t be there to check until the weekend) so I told them we’re all good.

It was a sub-$10 item, there’s not too much they can do to “make it right” since the gift was ruined by virtue of being WEEKS late.

I’m satisfied-ish with the resolution and certainly won’t boycott Smartpak or anything, though I will be more careful about what I order (re: quality, personalization issues) and how soon I need it (re: longer shipping times.)

[drmgncolor]

Thanks for the update, FF.

[Jeito]

Smartpak has been very good to me and has made it right quietly more than once.

[french_fry]

[QUOTE=Jeito;7958115]
Smartpak has been very good to me and has made it right quietly more than once.[/QUOTE]

I have always had fantastic experiences with Smartpak in the past - my favorite story is when I put a new rubber bit on my mare and she immediately started spitting out chunks of rubber. She had bitten clean through the thing down to the wire in less than 15 seconds. I reached out to Smartpak with photos to let them know and said it could have been my fault, it was a soft rubber bit, but the rep was aghast and immediately offered to refund me. It was totally appreciated.

I really hope they aren’t going through some transitions due to new ownership.

[Gorgonzola]

[QUOTE=french fry;7958092]

ETA: I also recently purchased their house brand lined stirrup leathers and it’s actually sort of amazing how awful they are. They look like rubber and they are so bulky that they’ve actually bruised my legs. People refuse to ride in my saddle because of them. Again, I chalked this up to a, “don’t buy cheap sh!t, french fry” thing and never complained or returned them. I think I will be hitting up Dover for inexpensive leather items going forward.[/QUOTE]

Funny you mention those, I was looking at them this morning as I’ve destroyed my Beval stirrup leathers (which are a good 8 years old). I was reading the negative reviews (I was shocked by how many there were, typically on SmartPak branded items there’s maybe 1 or 2 1* and a few 2*, but there were a slew of them, all saying exactly what you did! Super bulky, bad leather. Too bad, was hoping I could avoid paying so much for new leathers, but oh well.