[QUOTE=Belmont;8055173]
People are getting their panties in a wad for $1.00 or $.36. :eek:[/QUOTE]
That was my initial reaction, but then I remembered the experience I had that I described in my post above. It doesn’t bother me if the bad math means I pay a little more, but when the bad math means my horses are getting only 1/2 of what I think they’re getting, it bothers me.
Jeito, I noticed that too because I just ordered that supplement. There was no way for my to add an additional well either so my horse would get the weight gain dose instead of the maintenance dose so I just ordered the tub. Very frustrating but luckily I caught it before I ordered the SmartPaks.
[QUOTE=AirForceWife;8056087]
Jeito, I noticed that too because I just ordered that supplement.[/QUOTE]
You’re sharper than I am/was! I used it for a year before the barn manager noticed the other boarder’s horse was getting twice as much as mine :o That was in 2012, and they haven’t corrected it though I notified them at that time.
Hi Jeito -
Thank you for raising the issue with Gleam & Gain. I apologize for the slight delay in getting back to you – I wanted to be able to actually have the answer and resolution from the team before writing back!
You are of course correct that the Guaranteed Analysis is for a 2 oz serving. Our process is to pull the guaranteed analysis directly from the manufacturer’s label and then enter it into our system verbatim. However, we didn’t clearly state that it was “per 2 oz” serving, which has now been added to our website. Suffice to say, it should’ve been there from the start.
https://www.smartpakequine.com/ps/gleam-and-gain-supreme-60-8305
To be candid, I’m disappointed that you raised issue with us and it wasn’t immediately forwarded to the health team and corrected. Would you mind emailing your contact information when you have a moment – my email is dsteele@smartpak.com (and that email address should be used by anyone on this board if I can ever help!). I just need to diagnose where our internal communication process fell down and to ensure it doesn’t happen again.
Thank you for the help, Jeito!
AAAANNNNDDDD…
THIS IS WHY I LOVE SMARTPAK!
Even with the flub, here comes someone directly to reply to our COTH concerns!
Thank you Donnie!
Donnie Steele, I am so relieved you understood what I was saying and fixed it. The irony is that even the 1 oz. dose of Gain & Gleam made such a noticeable difference on my chestnut mare - especially the quality of the coat (she gleamed!) - that other boarders started their horses on it. I will e-mail you.
It seems there is another error underway. Ten percent off this weekend. Put in the code, and on an $18.95 order I’m receiving a 20 cent discount. Looks like the discount was input as 1% instead of 10%. Even that is not mathematically correct, but it’s as close as I can come.
Maybe the responsibility for setting up the online discounts correctly should be shifted to a different employee since this seems to be a recurring issue.
The last time I ordered something, the bad math was still in effect. So there that is.
That problem has been corrected as my order went through w/ the correct discount.
But I did notice that out of stock items must ship on the same day as primary order or they’re not included in free shipping. This has changed since last month as I questioned a couple of outta stock items and was assured I’d receive free shipping. Well no more, I guess.
I emailed and am still going back and forth with CS about the faulty math. First discount would not apply (getting invalid, error, etc) and now they “fixed” it but the discount is not right. It isn’t even the 10% then 5%… Baffled math teacher here.
EDIT TO ADD:
Got the bizarre explanation. Biggest hiccup is the email confirmation from rep didn’t show full discount because the USEF discount is already “done” automatically before items are even seen in shopping cart.
Explanation:
Our system can be a little wonky when it comes to promo code math! For this particular promo with the 15% off, the promo applies as the 5% and 10% off separately, and then they are added together. For the reins, the 5% off AQHA promotion is increased to 6% off, and that discount comes to $2.22. The 10% off is then applied for $3.47. Together those two come to $5.69 off for the reins. For the hoof pick, the increased AQHA discount at 6% off is applied at $0.12, and then the 10% off at $0.18 for a total of $0.30. Together with the discount on the reins, the total promo discount comes to $5.99. We do this to make sure that the computer does not under-discount an order, which is what would happen if the amounts were left right at 10 and 5 percent off.
Note to self: easier to buy elsewhere… especially with all the “not included” items…
But thank you to SP for explaining their strange programming!
Becky
Smartpak needs to hire different programmers. Theirs are deficient. And bordering on creating litigation
I don’t know if this is at all related to the same issue (I remember reading this thread at the time but haven’t been following).
I purchased two show coats in different sizes. Coats arrived, neither fit. Returned both the next day.
SmartPak received coats, processed, then approved a return of both jackets for $7+ MORE per item of the original purchase price. They weren’t on sale. No idea why the return price was higher.
jackets were $99.95 a piece, they approved to return each jacket for $107.45 a piece.
I did email them regarding this but haven’t heard back. 
[QUOTE=mjhco;8165932]
Smartpak needs to hire different programmers. Theirs are deficient. And bordering on creating litigation[/QUOTE]
Or go with a flatter (cheaper) pricing structure that doesn’t require memberships, clubs, email campaigns, a full moon, three maiden mares and two mini donkeys to achieve a reasonable price.
Snarkiness aside … I used SP for an order last year and received excellent customer care especially when I had an issue with one product. However the high prices kept me from going back. I don’t like playing games.
Today I got an email with the wrong date, prices, no discount, and wrong address. Called CS and they are puzzled because the actual order in my account is fine. So FYI there may be wrong invoices getting emailed?!
[QUOTE=spacytracy;8164416]
The last time I ordered something, the bad math was still in effect. So there that is.[/QUOTE]
Sigh.
As I said way back when my threshold had finally been exceeded, the bad math had been A Thing for more than one of these sales.
I don’t want to look for it or wonder anymore, so unless it’s really plain when I get to the bottom of an order that the math was they way they said, I don’t buy from Smartpak anymore. In addition, there tend to be lots of other sales going on at the same time and SP doesn’t have everything. Since I’m usually trying to get to some $75 line in order to get free shipping, SP doesn’t always get my business.
In short, the persistent bad math wasn’t all of the problem, but it did leave a bad taste. That and the basic anti-environmental-ness of the SP’s packaging-heavy signature product/business plan.
Too bad because I want to like SP so much that I make it my one-stop shopping place. But the little things against it add up.
I’m MUCH HAPPIER shopping elsewhere !!!
Too much MUCK :eek: with SP ````since last Fall !
They completely failed :mad: when I gave them another order in January.
[B]
Many good companies out there …I’m happy at :
Valley Vet is excellent !!
R.E. Fennell is wonderful !![/B]
[QUOTE=Snugglerug;8164386]
It seems there is another error underway. Ten percent off this weekend. Put in the code, and on an $18.95 order I’m receiving a 20 cent discount. Looks like the discount was input as 1% instead of 10%. Even that is not mathematically correct, but it’s as close as I can come.
Maybe the responsibility for setting up the online discounts correctly should be shifted to a different employee since this seems to be a recurring issue.[/QUOTE]
I got a $2.00 discount on a $200 order. :no:
[QUOTE=emipou;8165969]
I don’t know if this is at all related to the same issue (I remember reading this thread at the time but haven’t been following).
I purchased two show coats in different sizes. Coats arrived, neither fit. Returned both the next day.
SmartPak received coats, processed, then approved a return of both jackets for $7+ MORE per item of the original purchase price. They weren’t on sale. No idea why the return price was higher.
jackets were $99.95 a piece, they approved to return each jacket for $107.45 a piece.
I did email them regarding this but haven’t heard back. :/[/QUOTE]
Sounds like a sales tax?
Valleyvet, yes. I just don’t do smartpak any more. Frankly, I love amazon so much, I try to go there first for everything. but Valleyvet is next.
I only do SP if I need something fast since the store is so close. I think their store brand items are too expensive. I finally got a Dover visa and I can live with $4.95 shipping for way better selection and an actual 100% return policy.
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