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Anyone else having issues with Smartpak?

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  • Had "in stock" issues late last year when they did their Piper Breeches sale. Received one pair, got a refund for the other since they ran out of stock. Mind you, the shipping was also super delayed. Put in an order for a pair of their tights yesterday, thinking at least I should get them sometime next week before my lesson. Got them today, one day after ordering! This is how it used to be; shipping in two days or less. I'm keeping my fingers crossed that they are on a better path for the new year, but not relying on them for anything yet.


    • I know many have been having issues with them, and that it seems to be lingering past their east coast inventory issue back in November. I have to say though, I've had three orders from them since early December and every single one of them was fulfilled in a timely manner, and even arrived early in some cases.

      My last order wasn't supposed to arrive til early January and came before Christmas. That was amazing.

      Third order is being delivered and should arrive today.
      "I am but a passenger on this ship"
      -- Stendal (epitaph)


      • Email today from Leslee saying that a blanket I ordered in November... that has had NO communication from them since, isn't in stock. If I hadn't followed up, if I hadn't asked, how long would this have gone on. At this point I am just trying to close out my last transactions with them that were still open: get final items refunded (sent back a month ago) and get this blanket straightened out.

        I do not foresee ever wanting to order from them again.


        • I got a reply back from Smartpak and was offered a different product as a free replacement to the item they were not able to fulfill. I do really appreciate their offer, and hopefully based on the comments here and Facebook and whatnot maybe there really is an end to this whole mess and they're getting it straightened out.

          Although I do really have to wonder just how much this whole thing has actually cost them.


          • I ordered two clearance saddle pads on December 27th. I got them on January 10.


            • And now the order I placed on the 7th is marked "Delayed"....
              "Argue for your limitations and you get to keep them."
              -Richard S. Bach


              • I'm pleasantly surprised with my recent order! I hadn't ordered in months due to these issues, but I placed an order on Tuesday and it out for delivery today. It did take about 24 hours for the tracking info to appear. The order was two different halters from the winter clearance sale, FWIW.
                Building and Managing the Small Horse Farm: http://thesmallhorsefarm.blogspot.com


                • I work in warehouse ops and I totally feel for them. Let this be a lesson to all businesses everywhere - skimping on your operation will get you nowhere. That said, I’m also not ordering from them again, unless it’s something I don’t need and am getting a great deal on, until this is resolved. Which is a bummer, bc I’ve always loved me some Smartpak.


                  • I forgot about this thread and ordered three things on Tuesday. Third was because I was about 5 cents short of the free shipping. My order confirmation told me to expect delivery today. Today I got an email with a tracking number for Thing 1 and Thing 3, with the disclaimer that it might take 24 hours to track anything. No word on Thing 2 (winter gloves), which was the one I was most looking forward to.


                    • Originally posted by halla View Post
                      I forgot about this thread and ordered three things on Tuesday. Third was because I was about 5 cents short of the free shipping. My order confirmation told me to expect delivery today. Today I got an email with a tracking number for Thing 1 and Thing 3, with the disclaimer that it might take 24 hours to track anything. No word on Thing 2 (winter gloves), which was the one I was most looking forward to.
                      With the order I placed on the 27th I ordered three things. I got the wormer the first week, the vet wrap the second week, and the saddle pads the third week.


                      • I have gotten my orders without delay the last couple of months but 2 strange things have happened:

                        1) when I opened the box of my gelding’s smartpaks I had the paperwork for 3 other horses (with my horse’s supps), including owners names/addresses... I did let their customer service know and I shredded them.

                        2) the delivery notifications have been 1+ day late with the wrong date it was delivered.. “your order has arrived xx (today’s date)”.... nope it arrived yesterday (or day before) but thanks... lol
                        My blog: Change of Pace - Retraining a standardbred via dressage


                        • Ugh. I want to order something from them but it's a helmet and I obviously can't go without. I'm afraid to risk it now.


                          • Originally posted by staceymc View Post
                            As a person who works in IT for a living, this is beyond embarrassing. Not sure if Smartpak hired outside consultants to implement or tried to keep it in house. But whomever was responsible for this fiasco should be fired. No new software implementation goes 100% smoothly, but this has basically been a complete disaster. And they're also recovering very slowly and poorly. Should be a case study for what NOT to do.
                            I used to manage a music store and we had a contract with the Evil Empire (cough, cough M & A/Guitar Center) for our band and orchestra rental intruments. Some genius there decided to replace the entire database and web portal about a week before the end of school - when, you guessed it, 1000s of instruments were being returned by their renters. The system crashed. The delivery driver told me that the warehouse was full of instruments stacked 5 deep in front of the shelves and he codn't get to the items ON the shelves. They had to hire a bunch of temps to process the returns by phone (greedy bastards had eyed this system as a way of getting rid of the call center associates) It wasn't solved for Back to School. It still wasn't totally solved when I left in December.

                            Of course, no one got fired except for maybe some poor database engineer grunt.


                            • Well, one successful order! My magnesium was ordered on the barn buddies system. Tracking info received promptly and delivered as scheduled/promised.


                              • I just had a nice chat with Emily who is resolving an issue I had with an order.

                                I decided to take a flyer on a sale bridle. What arrived was clearly a customer return/repack and had the wrong reins. She is sending me the correct reins.

                                Not thrilled that I got a "switcharoo-ed" set of reins in the first place but they're jumping on sending the replacement so that's good.

                                I also ordered a saddle pad because I had a coupon to use and it wasn't something I needed ASAP. That's in the mail and went out quickly. So maybe things are slowly returning to normal?
                                "The Son Dee Times" "Sustained" "Somerset" "Franklin Square"


                                • I ordered a whip and received an empty cardboard tube. I’m not able to get a hold of them to get it resolved. They seem to have disabled their chat feature, emails don’t get responded to, (it’s been days), and every time I call I get put in a wait cue with at least 10 people ahead of me!


                                  • Originally posted by WhiteOakFarm View Post
                                    I ordered a whip and received an empty cardboard tube. I’m not able to get a hold of them to get it resolved. They seem to have disabled their chat feature, emails don’t get responded to, (it’s been days), and every time I call I get put in a wait cue with at least 10 people ahead of me!
                                    I have gotten good results with texting them. Yesterday I was in a phone cue with 26 people in front of me and I hit the call back option. It took an hour but they did call me back amd resolved my issue.


                                    • I've had good results this week! I used up a gift card on a few clearance items: a trainer's coat, a halter, and a cooler. All shipped separately, but arrived as ordered in a timely fashion.


                                      • I ordered 3 pairs of breeches and it shipped the next day. Seems like they are getting a little better


                                        • I saw joiedevie99's post about the trainers coat on clearance, and being eternally cold and a hoarder of coats, decided to take a look and they had my favorite color (black) in my size (XS), and not being in a hurry, I thought I'd give it whirl. I live in MA and generally used to get orders from them next day or 2 days. This past summer, I experienced the poor shipping issues on something I needed quickly (White Lightning) and they had to apologize, give me a $25 credit and rush the order out. I haven't ordered from them since.

                                          Yesterday I ordered the coat at a $99 price. And IIRC, there were 5 left in stock. It did indeed ship yesterday, but it's not expected to arrive until next Friday. So I guess that the local fast delivery is no longer happening. But the real kicker, is I checked today, curious, to see how many was "left in stock", after seeing so many interesting inventory issues in this thread. Today the coat is down to $74! (supposedly 3 left in stock, fyi) Pissed. Off. I. Am! Texted them, and I am getting the credit of $25. "In 3 business days or so". I'll be watching my CC like a hawk for this, and the sour taste left in my mouth says no more Smartpak. If I'm not getting the fast shipping I used to get, why bother. Lots of options out there I trust.

                                          My advice, be very careful ordering from them, keep an eye on prices, and my opinion is that they are no longer the company they used to be.