I was wondering if anyone else here in COTH land is having any issues with snoozing or changing ship dates on Smartpaks? I have changed ship dates on two of mine a few weeks ago to delay them, but they still processed as if I never snoozed it.
I just cancelled the Smartpaks because I am sick of dealing with this crap (this isn’t the first time). I emailed them in an attempt to get them stopped, not sure if it is too late or not.
Main reason I kept one of the smartpaks was because of the free ship option. But since they are so dang slow at getting things shipped out, what is the point? :mad::mad:
I snoozed something about a month ago and it did not ship this month so it seems to be working for me.
I admit that I am annoyed that I tried to do a chat with them the day before yesterday and it was never available so I finally sent an email. The auto response to the email says they will respond within one business day… still no response.
Darn it Smartpak, I have stuck up for you and I love you. Stop doing this.
Haven’t had to snooze my SmartPaks recently, but for a while there, I had to utilize the “Snooze” function almost every month, and there was definitely a stretch where I’d hit the button, it would look fine, but I’d never get the “changes to your SmartPak” email, so would go look again, and find that the Snooze ‘didn’t take’ for some reason. I suggest looking VERY closely when you try this to make sure it actually updates the ship dates, and if it doesn’t, navigate away from the page and go back/try again. Yeah, not real fun to have to do this 10 times to get the darn things delayed by a week…
Not real sure of the snooze option but here’s my nightmare with them. I ordered some boots about 10 days before I was to leave to the QH Congress. I desperately needed new show boots and only then could I afford them. I went ahead and put in shipping to my trainer’s place, which is in the same city as the show just in case they wouldn’t be able to make it to my house in time. And I upgraded to 3 day shipping. Should have been there a day before I arrived.
The next week rolled around and they hadn’t shipped. Several calls over the course of several days (and maybe some tears), I couldn’t get an answer on when they would ship and they just kept saying “we’ll upgrade it to next morning so when they do ship, you’ll have them the next day”. Well, overnight shipping doesn’t do squat to help me if it takes a month for them to actually ship. They kept assuring me it wouldn’t take a month. Well, I went ahead and took a gamble on buying some breeches on sale right around that time. They were back ordered, but I went ahead and placed the order because I didn’t need them quickly. They were supposed to have shipped November 5th… Still haven’t shipped. So yes, it truly could take a month or more to get them out the door. I ended up canceling the order for my boots, getting a refund, and bought a pair of boots at the show. I’ll still order from them to test out the waters, and my supplements have not been interrupted, but never will I ever count on them for something I need expeditiously. Which makes me sad. I have loved them forever.
Yes! I went in and tried to “snooze” the shipment on one of my horses several times. But it never reflected the changed dates. I tried calling and was on hold forever. Their online chat was also not available. I got an email that the shipment was going to be sent—so like you, I decided to just cancel the smartpaks for that horse because I wanted to make sure they didn’t ship. It was annoying. They used to be so great—now . . . not so much.
Similar experience here. For reference, I placed an order the morning of the fourth (central time). One item from this order I received on the sixth, so that was prompt. The rest of this order had a scheduled delivery date of the 14th, so I don’t expect it to have shipped yet anyway.
That said, I emailed smartpak the morning of the fifth, autoresponse says “one business day” for an answer - didn’t hear back from them until afternoon of the seventh. The customer support woman was very helpful and needlessly apologetic for the unshipped items (again, expected delivery date of the 14th - no big deal, and it’s not a rush job).
So maybe before you place an order for something that you need immediately, it’s best to call to ensure they can get it out expediently. It’s a bit of a hassle, but when Smartpak is “on”, they’re impossible to beat with shipping, pricing, and stock options. On the other hand, it sounds like when things go wrong it’s an absolute pain…but I’ve always found SP customer support to be very available and eager to help resolve issues, so for non-rush things I’m happy to continue giving them my business (and for time sensitive issues, will do due diligence first).
I gave up on the awhile ago- they say items are in stock then say they have been mailed but they never arrive- then weeks later I get a call saying the item is not available, or my paypal acct doesnt work etc etc
I haven’t had a problem Snoozing, per se, but I do know that back in October/November range, they were having major issues. I received a call from someone at Smartpak and they mentioned an issue surrounding the reorganization of their warehouses. Items were showing In Stock, but they were not. I had ordered a tub of a product, and two weeks went by without a shipping email. Then, I got a call and this guy explained the issue and told me that they could fill it for free for the first 28 days in Smartpaks, until the tubs came in stock. They made it right. But yeah, some major issue was happening.
I snoozed my mare’s Smartpaks earlier this year, and didn’t realize they were due to unfreeze in mid October. When I got the shipping notice, I was still evacuated from Hurricane Michael, so I called (or maybe used the chat feature on their website). They canceled the upcoming shipment, refunded my money, and paused it for me again. The slow downs recently in the warehouse were frustrating, but they’ve always been helpful to me.
