Anyone else notice a $1.95 “Fulfillment” fee that appears on every Smartpak order? It’s not a lot of money and I get that costs have risen for everything… I don’t even begrudge paying it… it just seems sort of sneaky to advertise free shipping, not notify customers about a new different fee, and just tag it onto orders. Or was it announced and I somehow missed it?
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It appears everyone feels the same way as you do about it. I can say that I feel the same way. I am annoyed that they charge me a fee all while bragging about free shipping.
It is being discussed here too: (hopefully my link takes you to where that topic started.)
Thanks! I missed that thread (or that topic coming up on the thread).
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It was a thread about something else that this was added to, so missing it for this topic makes sense.
I just went through my recent orders and had not been charged the fulfillment fee until the most recent shipment of Smartpaks (billed 11/29). $1.95 added on, and nope, never got anything telling me that it was happening, just had to dig through my order record online to find it.
I also searched my email for “fulfillment” just to see if I missed reading a message from SP and there was nothing there about it. They did just recently indicate my monthly Smartpaks will be going up a modest amount on future shipments. You’d think that would have been a good time to mention the fulfillment fee, but it was not a part of that email.
It does seem to be a sneaky way to go about it.
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I noticed it a while ago showing up but then disappearing before the final order page, and the amount was not charged. I placed an order earlier today and the $1.95 did finally go through. I agree with other posters that the up-charge makes sense and isn’t much, but the quiet way they did it was irritating.
It’s not mentioned anywhere on their website that I can find. It sounds like people are getting charged each time an auto ship order is shipped out as well!
This does appear to be true. I think it happens with every order.
I know this month’s autoship smartpaks included the hidden fulfillment charge.
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well contest the charge to your credit card company then Smart Pack will need to provide an explanation to them who will come back to you
I’m quoting myself here but I posted this on the other SmartPak thread back on Nov 25. I told the rep this needed to be posted on their web site and she agreed. But apparently nothing has been done about it.
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@SmartPak_Customer_Care Perhaps you can help clarify how information about this fee has been disseminated to your customers, since we are all feeling somewhat blindsided by it?
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It feels like no one from smartpak has posted here in ages. We used to have people who worked there answer our questions and keep us informed and all that stuff…
daughter said in addition to the Fulfillment charge everything had a price increase of $2.
She stopped all auto shipments
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@clanter, each one of the supplements in my smartpak (there are two) increased by $1, so the total increase was $2.
I guess I will go price shop supplements.
It is hard, I have been a loyal SP customer for a very long time.
Getting the supplements in smartpaks makes my life much easier and I know my horse is getting the right amount.
I’ll be cancelling my autoship order. I had the one gallon EO-3 on Autoship through SmartPak but it looks like I can now get it for less money and free shipping through Amazon with no fulfillment fee added.
daughters are Chemistry and Biology majors who know how to research the various supplements, the convenience of SmartPak is being outweighed by their service or lack of as shipments can not be depended upon any longer …add to that undisclosed fees
I cancelled a recent order because of this BS charge.
Just charge more for the fly mask if you need to, but tacking on a fee to cover the cost of doing business is obnoxious.
Miss the days pre-Henry Schein when smartpak was a good local business who cared about being valuable to their customers.
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There are so many things about those times that I miss, not just the good customer service.
The fun videos, the informative videos, etc. Smartpak employees being active here and being willing to answer questions. Just them being part of the horse community, not just a retailer.
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