This company provides excellent customer service and product selection. I have been using them for years and they are always there for any questions I have. Recently, my horse of over 20 years passed away. The compassion of this company was above and beyond. I wish more companies had the same ethical and compassionate approach with your customers that Smartpak does. read more

This company is great if your doing a one time order. However, if you try and do an auto ship order it will not ship and you will call and they will tell you oh we sent emails and calls but no reply. Your credit card declined your payment. Then you will call your CC company and they will say there's nothing been pending or tried to charge to your account. I've never received a call or a email saying anything was wrong with my payment plan. EXTREMELY disappointed in this company and have completely canceled my membership and all autoships! read more

SmartPak refuses to back off Colic Care shipments more than 2 weeks twice a year. I run a training barn and am on top of making sure every horse is fed their supplements religiously 7 days a week. I now have 2 extra boxes, soon to have a 3rd extra box. I have been in the Colic Care program since December of 2019 and they continuously deliver 1-3 days early. It's not rocket science that over the months (years) I would have extra boxes on hand. And I would have no problem with that if they could do a little math and see that it's because of the early shipping, and back off the shipments accordingly. Instead they are acting like scammers and continue to practice shifty methods of overcharging. ALL of my clients that use SmartPak per my recommendation are experiencing the same frustration. I will be looking into other companies to switch myself and my clients over to. The worst customer service. read more

Similar to another review on here.. I used to love smartpak. They used to have great customer service and fast shipping. Unfortunately, all the good has been disappearing. The price to get free shipping has greatly increased. Delivery dates mean nothing anymore. Promised 2 days, and it takes a week. And customer service Just isn't good anymore. They aren't rude. But they aren't helpful. They used to try to keep customers happy, but not anymore. When you call about your order being late or wrong, it's just "oh sorry" with no help. I've finally given up on them and won't place anymore orders. Bring back the old smartpak! read more

I've been using Smart Pak for a long time , 15 years or more . Through the years I've always used them For supplements and placed many orders for items other than supplements . I've sadly watched this company decline over the years but most recently over the last couple years . Too many stories to type here but although they made effort to fix issues nothing is ever done in a timely manner anymore . Honestly the customer service has gotten bad . They are not rude in the phone but they are of no help and are told to tell customers they will "pass along the issues to shipping or management etc " - that doesn't fix things . Items used to go out quickly and now with covid it's a nightmare . Took over a week to get an in stock fly sheet . It's too bad they are going downhill ... and fast .... read more

The worst customer service I had experienced in my life. Made a purchase and in the middle of the shipment my order was canceled. Had to call several times to try to resolve. They made me feel like I was trying to steal something from them. Never felt so offended by a company on my life. read more

I finally went to get myself a really nice saddle pad and my new yearling a blanket for the winter. I went and checked out with PayPal, because come on it's just easier. It auto populates all the fields for you. No having to type on my small phone. No I don't have a computed, my kids do but I don't. We'll somehow smart pak auto filled with a different address then what's in my PayPal. My only guess is somehow the system linked my email email used in my PayPal l with a house I lived at over 4 yrs ago. iDK this should not have happened. I did not login to smart pak so not really sure how they did that. Needless to say smart pak did try to redirect package after it was delivered and said it would be an additional $20 if it was pick up. Nope they charged me that anyway. Now I am out close to $500 for items I do not have and smart pak doesn't seem to even care. No resolution in sight. I have a claim filed with PayPal so hopefully that will resolve things. Idk. They definitely Have given me the we don't care, you are just screwed. Will never shop with them again read more

My orders, to include my autoShip orders, on supplements are always delayed. I was charged and then sent a notice that my shipment was delayed again. I received a great deal from them which is why I gave them three stars. What good is a deal if my supplements are not mailed. read more

Eh. I used to love SmartPak, but they're just not the same anymore. As others have said, customer service is pleasant enough, but doesn't actually address concerns. Shipping and returns are very slow. I much prefer Riding Warehouse at this point and should probably just give up on trying to order from SmartPak altogether. I wish they could get it together and operate like they used to, but I'm not optimistic that it will improve. read more

I placed an order for three items on November 16, 2022. Their website said all 3 items were in stock and would be delivered on November 21, 2022. Two of the three items did arrive on November 21st. The third did not arrive and I checked my online account and there is no shipping information available for that item. Yet, they have my money. I just called customer service and the rep was very polite but said it will take another 1-2 days to determine if they actually have the item in stock or not (their website still lists it as "in stock"). If not, they will finally issue a refund. However, had I not called, they would still have my money and no item sent. Plus, apparently their stocking is completely unreliable - if you need an item in a timely fashion and are looking for good customer service, shop elsewhere. The company isn't what it used to be at all. Very disappointed. read more

While the product I ordered didn't work for me,,,I really appreciate the customer service. They were extremely helpful and prompt with my return...great service. read more

Spent $70 on a halter. More money than I have ever spent on a halter in my whole life. Within two months the halter that had rhinestones on it has completely fallen a part. I email customer service and no reply. Will be spending my money elsewhere read more

I have to say I was impressed how fast and easy it was to return some breeches that were too big. I dropped off my package at the post office and within a couple hours received an email saying my return was issued. Painless returns for riding apparel due to the lack of tack shops in my area. So they did good! read more

....And we're done. Echoing other reviewers here, Smartpak used to offer great service, fast shipping and fair prices. Now, none of these things hold true. Returns take weeks to process, shipping times and inventory on the website are completely inaccurate. The final straw - I was sent a "win you back" coupon, and the link is broken. Three days later, and I've received no reply from customer service. Other companies (Adams, Riding Warehouse, Dover and Cheshire Horse) continually offer great customer service and will have my business going forward. read more

Great customer service. A package delivered to my barn went missing and they were happy to work with me and barn management to replace it.

Very poor customer service. Told someone would call me back right away about issue with order because they couldn't transfer me. Still waiting....... read more

They requested a 3-way calling with my bank before authorizing my credit card, which I have never experienced from other online orders in my life. Even the bank thought it is weird that requesting a direct contact number to the customer center. read more

Nope. We are done. Several years in a row, I ordered a 50# tub of Sand Clear. UPS, in spite of their emails assuring me otherwise, could not get it to the house before I left for work. I tried to cancel the delivery, to no avail. Smartpak replaced the tub left by UPS out in the monsoon, but then, without my knowledge or permission, switched me to 6 month autoship. I found a $213 debit on my card before another 50 pounds arrived. The rep I spoke with was noncommittal, and told me I could send it back, or just use it. I usually do not order until December. Cancelled my horse's autoship supplements and saved myself $45 a month. I will not trust them with my card info again. read more

Just have to give a shoutout to SmarkPak. I ordered a new lightweight blanket for my horse in September, the stitching already started coming out, and after a quick call a replacement blanket is in the mail free of charge. Great company, great products, great service. PS. still have the same heavyweight SmarkPak blanket used for 5 years and going strong. read more

placed my order 10/20/20 said 2-6 business days to get. recieved order 11/9/20. i ordered from them because they said they had it in stock, they did not, it came from the manufacture. no contact from smartpak or shipping info was given until the day before item arrived. when you call you sit on hold for several minutes, and you feel like you got no where when you hang up. i asked several times to cancel order and get refunded. felt like it fell on deaf ears. i will not go back and i do not recommend them to anyone else. unless you dont care when or how things get to you. read more

I bought a product that developed a defect and asked the company for advice. Within 24 hours they replied with a shipping label to return it and a note that a replacement is on its way. Great customer service! Petra Kempf read more

Great customer service! I've been ordering from Smartpak for 5 years and have never had an issue!

Fantastic custom service! Love a company that prides themselves on good service - they are so friendly and helpful. They have a customer for life in me. read more

I ordered gloves from this company, and was given an estimated delivery date of two weeks. Four days after the estimated delivery date, I called because I hadn't received any notification. THAT was when they decided to fill me in that the gloves had been out of stock when I ordered and that I had been refunded- which I had not. Its' been a few hours of back and forth with nothing short of useless customer "service". They need to do better. read more

SmartPak sucks. My horse was on 3 of their Colicare supplements for 2 years, which they personally guarantee against colic issues by offering a 7500$ surgery reimbursement. We did the surgery, and now they won't pay the claim. I guess they don't stand by their Colicare program after all. Think twice if you are using the anti colic vitamins preventatively. I would give ZERO stars, but it won't post... read more

WATCH OUT for these guys when ordering custom Pharmaceuticals. Here is why; the order is processed one week ahead of shipping. They tell you "you can change you order one week ahead" NO! - in practical reality YOU HAVE TO CHANGE YOUR ORDER 8 DAYS AHEAD OF THE SHIPPING DATE. They process the billing ON THE MORNING OF THAT WEEK PRIOR. They do send you an email a few days before processing the order but do they title it something direct like "your order is about to be processed" -NO THEY DON'T! they give it a GENERIC title "An update from smartpak" VERY VERY SNEAKY SMARTPAK!!!!!! Now I'M OUT $130. I do have to say that the customer service ladies are very nice while delivering the YOU ARE SCREWED news. read more

Excellent customer service and products! I've been ordering Smartpaks for my horses for years. The staff is extremely knowledgeable and friendly. They even provide follow up calls and emails to make sure you are satisfied with your Smartpaks and to notify you of shipping/arrival. read more

Fantastic customer service. A mistake was made on my order and once I contacted them, they immediately looked into it. The following morning I received an email apologizing for the error and my corrected order was sent out right away. I even received a follow up email. I really appreciate the extra effort Smartpak made on what was a very small order. They made me feel like I mattered. All companies should model their customer service practices after Smartpak. read more

Smartpak makes supplements easy! I love the free shipping and the autoship. Also Smartpak offers thier own products at great prices. I thought that this would mean lesser quality but I was suprised. read more