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Update to Forum Rules: Criminal Allegations

In our continuing effort to provide an avenue for individuals to voice their opinions and experiences, we have recently reviewed and updated our forum policies. Generally, we have allowed users to share their positive or negative experiences with or opinions of companies, products, trainers, etc. within the industry, and that is not changing.

When it came to overt criminal allegations, however, those discussions have in the past needed to stem from a report by a reputable news source or action by law enforcement or the legal system.

We are now expanding our policies to allow posters to share their own first-hand experiences involving overt criminal allegations, such as animal abuse or neglect, theft, etc., but only if they publicly provide their full first and last name along with the post. We still will not allow anonymous postings alleging criminal activity.

So, a user may now make a specific claim against a named individual or company, but it must be a FIRST-HAND account, and they have to IDENTIFY THEMSELVES. Users have always been legally responsible for their posts, and nothing has changed there, but we want to loosen the reins a bit and further allow the free flow of discussion and information relevant to the horse community.

We are not providing a free-for-all of anonymous rumor-mongering. As enduring advocates for the welfare of the horse, we want to provide a forum for those willing to sign their name and shine a light on issues of concern to them in the industry.

The full revised rules are posted at the top of each forum for reference.
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Forum rules and no-advertising policy

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(Revised 5/9/18)
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Anyone else having issues with Smartpak?

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  • Original Poster

    Originally posted by joiedevie99 View Post
    Well... problems continue. I broke my clippers, and ordered a new pair Wednesday. I paid for one day shipping, and it said they would deliver on Friday (two days later, presumably one day for handling). When they hadn't shipped by this afternoon, I called. Apparently the software isn't communicating to the warehouse, and no human offered to do anything to get my order out the door on time. So I canceled it and will drive to Dover tomorrow to get a pair in person. If I hadn't called, I would have no idea my clippers wouldn't be arriving tomorrow.
    Be sure to get your $100 gift card with $200 purchase!
    Originally posted by PeanutButterPony
    you can shackle your pony to a lawn chair at the show...so long as its in a conservative color.


    • I ordered an ultimate turnout sheet the last week of September. I heard nothing for 3 week regarding shipping. When I called they informed me of the same same software issue update and stated that they were calling customers, but for some reason they did not contact me. After I explained that my horse was standing outside in an old sheet while it was raining and I would appreciate some sort of answer, they offered to send me another sheet to hold me over. Well it ends up they did not have any sheet in my horse's size (78") and had to then have Dover overnight it to me instead. I appreciate them sending me am alternative though they said they would still send me my Smartpak sheet. At this rate I have no idea if it is happening since it is now November and as the order was not "filled" the card I paid removed the fee. Smartpak stated that they were still sending it and it would be added back to my card. Time to follow up with them again tomorrow.


      • Originally posted by soloudinhere View Post

        Be sure to get your $100 gift card with $200 purchase!
        Wow! That is a great promotion. Dover's price is ~$40 higher depending on whether I go Lister Star or Andis Progress, but this is still a much better deal.


        • Over a month later and I am still trying to get 4 standing wraps and 4 no bows. This shouldn’t be such a hassle. I’ve been a customer for a very long time and very loyal but I’m getting really near the end of my rope
          "The Son Dee Times" "Sustained" "Somerset" "Franklin Square"


          • Perhaps they should revert back to the old software since it’s obviously not working. I can’t imagine how much money they’ve lost between all the credits, shipping upgrades and cancelled orders they’ve had over past three months.
            Talking to some people is like folding a fitted sheet.


            • Originally posted by vxf111 View Post
              Over a month later and I am still trying to get 4 standing wraps and 4 no bows. This shouldn’t be such a hassle. I’ve been a customer for a very long time and very loyal but I’m getting really near the end of my rope
              I reached the end of my rope a while back. Besides one supplement for one horse, I no longer order from them. They used to be my go-to. I looked for reasons to order from them! But I’ve stopped ordering from them completely because it’s a hassle every time.

              Riding Warehouse and Adams get all my business now.
              "We need a pinned ears icon." -MysticOakRanch


              • I'm ready to order a Rambo using the Trade-In promotion and I have to say, SmartPak with all these issues has me ordering elsewhere. Even if they shipped the new blanket to me in a timely manner (doubtful), I can't even imagine the hassle of getting the credit for the trade-in. I'll order from another vendor.


                • I'm having issues as well. My last 2 orders took 3 weeks. I'm not dealing with them anymore.

                  Kiwayu & Figiso Pictures:


                  • Valley Vet and Jeffers have great customer service and competitive prices, so I order from them a lot more often now.


                    • Originally posted by AffirmedHope View Post
                      Perhaps they should revert back to the old software since it’s obviously not working. I can’t imagine how much money they’ve lost between all the credits, shipping upgrades and cancelled orders they’ve had over past three months.
                      Yes! The order I canceled on Thursday just arrived! Now they're going to have to pay to ship it back, when it never should have gone out in the first place.


                      • My last few orders shipped the same day I ordered them and arrived REALLY fast. I ordered them within the last two weeks, so they're recent orders.

                        Hopefully the issue is sorted out now?


                        • I ordered 2 saddle pads, the tiger tongue groomer, and a set of boots for the horse last week and checked today. Hasnt shipped, and all items are in stock. When I called they had no idea when the issue would be resolved. I love Smartpak (Piper hoarder), but I had to share with the rep that they have a not so great reputation online right now due to this issue, and I am sure have lost thousands of dollars in orders with Christmas coming, with no resolution date in sight and its the worst time of year to have unreliable order shipment time frames. I cancelled my order, (ordered 4 times since the software update- all ridiculous wait times) they gave me a $25 credit, and I'll be waiting until they announce a fix before I shop for anything else. I've never had to wait more than 4 days for my order to arrive.I tried to go find the same items elsewhere, but either I'd end up paying double, or it wasn't stocked Why is a plain navy dressage pad so hard to find for under $40!?
                          Crayola Posse~Aquamarine
                          Love vs Money...for the love of my horse, I have no money!


                          • I ordered a Total Saddle Fit Stretch Girth last Wednesday 11/7/18 - said I would get it on 11/15/18. Usually I get an email telling me it has shipped. I haven't yet so I called them. The lady said their estimate is 11/15/18 but that is just an estimate of a delivery date. They are having problem with their new computer system. She claims it tells you that when you place an order. Well it didn't. I cancelled my order and placed the order with the actual Total Saddle fit company this morning. It has already been shipped and I should get it Thursday. Thankfully I can buy my supplements other places. I am not dealing with this. They better have cancelled the order and I better get a refund. If it shows up at my door anyway like someone here said I am going to go postal.


                            • Original Poster

                              I’m still really amazed that I started this thread a year ago and it’s still the exact same problem.
                              Originally posted by PeanutButterPony
                              you can shackle your pony to a lawn chair at the show...so long as its in a conservative color.


                              • Two weeks ago I ordered a dog collar, a dog coat & dog toy. The toy shipped straight from SP and arrived 4 days later. The collar arrived the same day as toy but was shipped directly from the vendor. UPS tracking didn’t keep up with collar nor the coat which arrived the following day and shipped directly from Horseware Ireland vendor in NC.

                                The coat was too big. I phoned SP, spoke with a helpful and personable employee, ordered the size I needed and it arrived 4 days later, again directly from vendor and with no UPS tracking.

                                Im going to call that pretty darn good based on accuracy and speed.


                                • I have had so many troubles with smartpak lately that i stopped ordering from them- sad


                                  • Just found out today that my autoship supplements didn't ship on 11/6 like I had scheduled them. A week later and they still haven't shipped and are just now notifying me. I need them ASAP now too. Once I get this shipment I'll be buying from Valley Vet. On this thread they even said that supplements wouldn't be affected. Super disappointing.


                                    • I ordered a Pikeur vest, a big splurge, in early October. They sent the wrong size (by two sizes), and I immediately got online to see if my size was still available. It looked like it was, so I called customer service. Nope, my size was no longe available. I explained that his was the second time in a couple of months that I was shipped the wrong size in an item, and by the time I got my shipment, they were out of stock in the size I had actually ordered. Since they were seasonal items, they would not be restocking them.

                                      The CS agent was very nice, apologetic, knocked $20 off my replacement order and I got that vest in a couple of days. Not my size, only off by one size, so I am still trying to decide if I will keep it or not. I didn’t realize they had a new software program, and if that was the reason for the size errors and in-stock errors. I’ve returned quite a few things, and I’m keeping a close eye on the returns emails and my bank statements.

                                      I just used the Dover promo today, and have also been shopping at Adams. Adams has really excellent communication, if there are any delays or issues with an order, IMO. My horse is on SmartPaks, and I haven’t had any trouble with those.
                                      "When I look back on my life, the times I have been stingy or unappreciative haunt me. I don't regret one instance of generosity." --PeteyPie


                                      • Adams got a TON of business from me over the weekend BECAUSE SP has been so hit and miss. And I am really sorry about it. I do appreciate that they have tried to make it up to me-- but until I get a definitive answer as to when the system will be smooth again-- I won't be ordering
                                        "The Son Dee Times" "Sustained" "Somerset" "Franklin Square"


                                        • I also used the Dover promo yesterday. I broke one of my SP long lines (horse chewed on them too much etc.), but even though I had good experience with SP over the summer after not having shopped there much lately, I decided to replace the lines with Dover's brand and add on some other things that I'd also normally get from SP (clipper blades, winter gloves, ... ). Already received my shipping notification.