ComplaintsforSmartPak Equine, LLC
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Complaint Details
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Initial Complaint
06/03/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On Monday, May 27th I placed an order based on the website's claim that the order would arrive by Friday, May 31st. I checked the status of the order several times during that week and it was marked "complete" and my credit card was charged so I assumed it was in transit. Instead, I received an email on Friday, May 31st indicating that it was about to ship. I tried to contact the company via three methods, email, online chat, and phone to tell them to cancel the order and was unable to get through to anyone despite waiting for 1/2 hour on hold on the phone. They don't accept email anymore and their online chat disconnected after 35 minutes without anyone from their company ever joining the chat. I finally spoke with someone this a.m. and confirmed that they charged my credit card immediately upon receiving the order and didn't ship it for several days. That is in violation of my card holder's policy and is grossly dishonest and misleading. This company needs to have their BBB status downgraded.Initial Complaint
05/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a Weatherbeeta sheet from State Line Tack on 1/27/2023. Weatherbeeta blankets and sheets have a 3 year manufacturers warranty for waterproofing. The sheet failed several times. In March, I decided to reach out to State Line Tack about the defect and warranty. I provided pictures so they could see the water leaking through the blanket. State Line Tack is notorious for making returns difficult. The woman gave me a hard time, even after confirming with ************ that it was covered. After I stated that I would file a complaint with the BBB, they sent me a return label. It was delivered 4/19/2024 and has been over the 10 days that they advised for refund. PayPal denied my request to file a charge back because it has been over 180 days. I have reached out to State Line Tack to see where my refund is, but I am filing a complaint as well. The sheet is under warranty and they need the refund my money as they have the sheet in their possession.Initial Complaint
08/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I made a purchase online on Friday, August 6th. The confirmation number is ********. Per my email received and while reviewing the order, I was told I would receive the package on 8/10. No biggie, I was satisfied. Now apparently it will be two weeks since the order date that I will receive the package. Since when did that change? I understand wait times because of staffing or whatever it may be, but dont dramatically change a date out from under a customer. No contact, no warning and no answer from customer service. Im really bummed out because many reviews raved about this product. I do wish to hear from the company and possibly receive a compensation of some sort. I still would like my product, but I hope I can receive my items on time next time the order goes through. I want my horses on consistent supplements without waiting on massively long shipping times that are changed at the blink of an eye.Business response
08/16/2021
Hello,
I have investigated this complaint and it appears the customer spoke to customer service on 8/11 at 10am. Her shipments were delayed and I have passed that feedback along that a communication should have been done for this delay. Per her request, we cancelled her orders and refunded the total amount. The customer will still receive the orders which are scheduled to be delivered on 8/19.
I am happy to provide anything else needed and sincerely apologize for the delay in the order.
King regards,
Lizzie
Customer response
08/16/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************
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Contact Information
Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.