Disappointed
I have loved Smartpak and their products for years…that is until my horse recently passed away. I contacted them to cancel my SmartPaks and they ignored that and continued shipping them. I called and they canceled them and issued me a refund, which was nice. I then received a generic condolence email that was clearly a template form because they left the horse in there next to his name where it was clear the horse part was there to insert a horse’s name. I thought it was nice they tried and maybe the person wasn’t super computer savvy. Then today I got another emails telling me I was losing my smartpak perks because I had cancelled my horse’s SmartPaks and I should reconsider and I still had time to start them back up to get my SmartPaks back. I get that they have these auto emails, but they are a big enough company that they should be able to have a default to not send owners who have lost their horses emails admonishing them for cancelling and telling them what a bad decision they have made for their horse. I am really disappointed to see this from one of the companies I have used the most during my horse’s life. They can do better.
By Meg