Anonymous
map-marker Massillon, Ohio

I rate SmrtPak very highly

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It was my fault my payment didnt go through. My card was hacked and I forgot to check it smartpak was on it. Customer service was very good and we straightened it out.
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Jordis Bxd
map-marker Sylvania, Ohio

Lousy shipping

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It used to be I would order from Smartpak and receive in two days. Not anymore. Im on auto ship for my supplements, and they charge you on one day and ship the next week. My horse will keep running out of supplements waiting on their shipping. I complained so they offered to expedite the shipping, which still wont go out for another week. How can they stay in business? Researching other supplements for my horse.
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Pros:
  • Great supplements
Cons:
  • Poor delivery

Preferred solution: Deliver product or service ordered

User's recommendation: Don’t order from here.

SandraAna C
map-marker Denver, Colorado

Colicare program/claim

My horse Red had a colic episode on 19 July and ended up having surgery to remove a fatty lipoma that was wrapped around his small intestine. He has been on the Digestive Ultra for about 4 years and I assumed that he was automatically enrolled in the Colicare program until I inquired about filing a claim and found that I had not enrolled him.

Its been a week now that Reds case was said to be forwarded to the Colicare department and hopefully being considered for eligibility as he has had no colic or abdominal issues in the past and due to a technicality, he did not officially get enrolled. Melissa has been true to her word about giving me updates, however, Kaitlyn who initially sent it to Colicare department for review, did not call

me back when she said she would and has not given me any status updates.

Both Kaitlyn and Melissa indicated that I should hear something back in a couple of days but I have yet to hear anything. There doesnt seem to be a process in place to have a case reconsidered and leaves the customer hanging and making phone calls to the only number a customer has and that is to a an order packaging person.

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Loss:
$16000

Preferred solution: Full refund

SandraAna C
map-marker Denver, Colorado

Colicare program/claim

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First of all, Im not pissed. It was difficult getting in contact with someone about my concerns but after 3 days of phone calls, Kaitlyn seemed to understand what I needed and sent my concerns to the appropriate department. Im waiting to hear back with a positive outcome to this unfortunate technicality and misunderstanding of the enrollment process but otherwise meeting the requirements for eligibility for the Colicare program. Thank you Kaitlyn for recognizing my needs and moving this forward so a decision can be made.
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User's recommendation: Customer accessibility to other departments

Anonymous
map-marker Spokane, Washington

Very poor shipping

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Your company used to be great. The last 6 or 7 months I never get my order on time, my horses are always doing with out for a couple of days. I'm supposed to be on a pay and ship same day but you take my money on z Monday and don't ship for a couple of days. I will be canceling probably in August as I'm looking for other supplements since you can't do your job!!!
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User's recommendation: Don't get anything from smartpak unless you want to always run out of your supplements

Mercedes M Ftc

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Cancellations

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No answer and I cancelled my order last week and it was charged to my bank account I demand a refund Thank you
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Loss:
$35
Pros:
  • Supplements

Preferred solution: Full refund

Anonymous
map-marker Westminster, South Carolina

Cancellation

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There was no problem. I just needed to cancel an order on a horse that we sold. Everything is fine!
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chacea s

Do not use autoship

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My two auto ship orders that they charged me for were not delivered. They somehow were sent on a round trip back to MA. This is unacceptable. It was for supplements that I really wanted for my horses. One was for November and one for December. I emailed twice about the November one and NO ONE ever responded. I am cancelling my auto ship and demanding a refund. I have never had this problem with any other company with auto shipments.
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Loss:
$260
Cons:
  • Automatic shipment never came
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Anonymous
map-marker Plymouth, Massachusetts

Steve

This was a good company until I meet a girl named Nancy very rude woman I worked there 2016 to 2017 she needs to learn to be nice to new hire people has no people skills was very rude to me also I quit cuz of her I really Hope u take care of your problem in the company she doesnt deserve her position
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Reason of review:
Poor customer service

Preferred solution: Fire nancy

Randol Wmr
map-marker Plymouth, Massachusetts

Returns

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A totally positive experience!!! The woman I spoke with was awesome- and had a sense of humor too!
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Pros:
  • Always good service and products
Reason of review:
Good customer service
Louisa L Nzw

Great boot, not what I ordered 2x!!

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I ordered the bogs Crandall tall wool boot in charcoal, twice. And received dark gray, twice! Fantastic boot, no problems there, just very disappointed I received wrong color twice. So if you’re ordering in charcoal, you won’t receive it. Finally had enough And kept the gray It is a fantastic boot, simply wanted darker color for practicality
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Reason of review:
Not as described/ advertised

Preferred solution: Let the company propose a solution

Anonymous
map-marker Pomona, California

Text received

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There is not a problem with Smartpak. Not sure how you got involved.
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Avanna Vei
map-marker Brookline, Massachusetts

Ingredient question

Didn’t confirm that smartpak outsmart flyspray is safe in FEI Competition
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Reason of review:
Can’t answer question, didn’t give advice about where to look to find answer
Anonymous

Ineffective processes

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First time ordering on cyber Monday. Put in code to get the great percentage off. It didn’t come off. Had to call customer service and they did adjust the price thankfully. However, I paid for shipping and where’s the items I ordered? Over a week later I get an email that said their warehouse processing system changed and all the orders are on back order. I reached out to them and asked when the items would be shipped. They said they didn’t know. So I can’t comment on the product because I haven’t gotten it. But I’m irritated I have had to jump through hoops and still don’t get answers. If you have patience of a saint, this might be the company for you.
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Rhonda M Xtr

Sent 18 Inch Saddle when ordered 18.5 inch saddle

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I purchased a closeout saddle that was sold as an 18.5 inch saddle, but sent an 18 inch saddle. I didn't realize it was an 18 inch saddle (which I already have) until my trainer and I had the leathers on and tacked my horse. I never sat on the saddle, or even used it once. I removed leathers and girth and packaged it up immediately and sent back. Other than the size, there was nothing wrong with the saddle and I would have kept it. Now I'm being charged a 10% fee for my refund as I was told there are marks on the saddle from my leathers and girth. I would not have had to return the saddle had I been sent the one that was advertised. Very unhappy about this.
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Loss:
$200
Reason of review:
Not as described/ advertised

Preferred solution: Full refund

Firas Qld
map-marker Brownsville, Pennsylvania

Smartpak Equine Customer Care Review

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No cob size for Arabian grazing muzzles. Customer service is terrible. I returned the large grazing muzzles in 3 days and I guess you can't try them on your horse because then they call them "used" and give you a store credit which I don't want. So much for 100% customer satisfaction. Never will shop there again. They used to be good but now just terrible.
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Reason of review:
Return, Exchange or Cancellation Policy

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