I've been a Smartpak customer for 15 years. That's a hell of a long time to be a customer. Allen, Fiona, Theo, even Koko and Ben all had Smartpak supplements. When my senior MinPin needed supps to be comfortable, he got a Smartpak as well. They had best in class customer service, super quick shipping, and the convenience was off the chart. I spent years telling everyone to go there.
At IBM, I actually worked on their marketing management product and they were considered a best in class company.
Fast forward to now. I no longer know when I'm going to get stuff I order. Or if I'm going to get it at all. I ordered a saddle blanket and show shirt for my show on Sunday. They were both in stock and showed delivery early this week, so I figured it was safe. I got a confirmation email saying that the order was processing, everything was in stock. Yesterday a box arrived and I opened it with great excitement. My new saddle blanket is gorgeous, but there was no shirt in the box?
My order now says 'out of stock' and expected back in stock in January. No notification, no nothing. My order shipped note only had the saddle blanket listed, but I figured the order had been split between two shipments. It happens when it comes out of different warehouses. I cancelled the order. No time to order another shirt, so time to improvise. I really want to show with my new purple saddle blanket!
The Smartpak brand items are dropping in quality with each year. I got a flysheet and it fits quite odd through the shoulders and the halter loop is a joke. My most recent pair of breeches are so tight in the thighs I can barely get on the horse. I've worn the same size breeches from Smartpak for ages but here I am with breeches that fit very weird. If that's how the clothes are going, I'm starting to wonder about my Smartpak brand supps. Just what corners are they cutting?
The inventory is increasingly drop shipped which means I have no idea when or even if I'll get my order. The order for my western boots took so long I cancelled it, then had them show up a week later. I'm starting to get charged shipping despite my SmartPerks because not all items are included anymore. Shipping is slow, communication is awful, and the in stock inventory is dropping away to nothing. With the new non-horse CEO, I don't expect any of this to improve. I've come to terms with the fact that it's time to jump off this sinking ship.
So where do people get their supplements? I'm going to have to get on the baggie train, so I guess I can order from wherever I want. It's going to be very tough for my unorganized butt to keep my horse in supps without a subscription but I can't keep giving my money to a company that's failing at every turn.