The customer has been in communication with us since 07/09/15.
We have received no phone calls from this customer since 11/17/14.
We have responded to all customer inquiries and regret that the customer has been so upset over the past week.
A refund was issued before...
receiving the Revdex.com complaint dated 9/8/15.
The refund should appear on the customer credit card by Thursday 09/10/15.
The following is a detailed history of customer inquiries and our responses starting 07/09/15.
I still haven't received my order5 messages
[redacted] <[redacted]@gmail.com> Thu, Jul 9, 2015 at 1:24 PM
To: [email protected]
I still haven’t received my order, Could you please check on it, Thanks
Our Response Friday 07/17/15:
Freeling CustomerCare <[email protected]> Fri, Jul 17, 2015 at 9:25 PM
To: [redacted] <[redacted]@gmail.com>
Hey [redacted]l,
Sorry for the delay with your order and responding to you.
We are still dealing with the same issues that plagued during the past year.
We thought they would be resolved by now but not yet.
It is damn hot where you are located!
We expect to ship your order within the next ten days or sooner if possible.
Again, our apologies for the delays.
With Best Regards,Brian [redacted]Peanut Free Planet
Customer response Monday 07/20/15:
[redacted] <[redacted]@gmail.com> Mon, Jul 20, 2015 at 10:51 AM
To: Freeling CustomerCare <[email protected]>
I would like to add a couple items that were out of stock but are now in stock. I also wanted to check and make sure I ordered the cooler. Please call me at [redacted] thanks
[redacted]l
Our Response Monday 07/20/15:
Freeling CustomerCare <[email protected]> Mon, Jul 20, 2015 at 11:39 AMTo: [redacted] <[redacted]@gmail.com>[redacted]l,
Yes you did order a cooler. What items would you like to add? And only other thing I need to add is the 4 digit security code for your Discover card.
Denise
Customer Response Tuesday 07/21/15:
[redacted] <[redacted]@gmail.com> Tue, Jul 21, 2015 at 10:59 AM
To: Freeling CustomerCare <[email protected]>
Actually never mind.
Customer Response Thursday 08/13/15:
Extremely disappointed that I haven't received my order from Jun
2 messages
[redacted] <[redacted]@gmail.com> Thu, Aug 13, 2015 at 11:29 AM
To: Freeling CustomerCare <[email protected]>
I still haven't received my order and I paid for it on Jun 4 for the amount of 187.95 through PayPal. I was told it was going to be shipped on July 9. It now the middle of August. My kids are super disappointed and ask me several times a day about this. I paid for the cooler also. I'm not really sure what going on? I have ordered from you for years and I'm extremely frustrated at this point.
[redacted]l
Our Response Thursday 08/13/15:
Freeling CustomerCare <[email protected]> Thu, Aug 13, 2015 at 12:14 PM
To: [redacted] <[redacted]@gmail.com>
[redacted]l,
We are still behind with orders especially those with items from Canada (Nestle, Mars, Quaker). We are getting items in but not enough to work thru the back log of orders we have. This has been a very frustrating several months. We will ship your order just as soon as we can. We did not anticipate this taking so long - thought we would be thru this by now.
I am sorry for this long delay.
Denise
Customer Response 09/03/15:
Still not received my order from June 43 messages[redacted] <[redacted]@gmail.com> Thu, Sep 3, 2015 at 8:55 AM
To: "[email protected]" <[email protected]>
I have called and emailed you several times about my order. If you do have stock of the items and can process it can you add two orders of milk chocolate skippers and add it to the credit card. If your not able to process the order anytime soon could you please credit back the credit card for the full amount. [redacted]l
Our Response 09/03/15:
Freeling CustomerCare <[email protected]> Thu, Sep 3, 2015 at 10:07 AMTo: [redacted] <[redacted]@gmail.com>[redacted]l,
I can add the 2 skippers to your order. All I need is the 4 digit code on the front of your Discover card.
Also - want to make sure you did receive my email from 8/13 - we are still in this same senerio.
Denise
Shortly after this response was sent, Denise left for the weekend to put her mother into assisted living.
Customer Response 09/03/15:
[redacted] <[redacted]@gmail.com> Thu, Sep 3, 2015 at 1:20 PM
To: Freeling CustomerCare <[email protected]>
When does it look like you can ship it out? If it's going to be another month I think I will cancel the order and get a refund.
We did not respond to this email.
Customer Response 12:08pm 09/04/15:
Cancel the order2 messages[redacted] <[redacted]@gmail.com> Fri, Sep 4, 2015 at 12:08 PM
To: Freeling CustomerCare <[email protected]>
Please cancel the order and credit back my credit card for the amount of $187.95. I don't believe that you'll ever actually send out my order from June 4.
[redacted]l
Customer Response 12:30pm 09/04/15:
Please cancel my order from June 41 message[redacted] <[redacted]@gmail.com> Fri, Sep 4, 2015 at 12:30 PM
To: Freeling CustomerCare <[email protected]>
If I don't get a refund I will file a claim against you with the Revdex.com and my credit card. I see you already have several claims against you. I don't know if your going out of business or what? Even though I have ordered from you for years and have spent quite a bit, I can see that you are not going to ever make good on my order and don't feel comfortable ever ordering from your company again. Please refund my credit card from June 4 for the amount of $187.95
[redacted]l
The customer filed the Revdex.com complaint 01:08:46pm 09/04/15.
Our response after Observing a succession of emails from the customer and not seeing the 12:30 email:
Freeling CustomerCare <[email protected]> Fri, Sep 4, 2015 at 1:57 PM
To: [redacted] <[redacted]@gmail.com>
Hi [redacted]l,
Denise left yesterday before you sent your reply to put her mother in assisted living.
She is out until at least Monday.
She is not ignoring you.
We have every intention of filling your order if you will allow us to do it.
The past year has been extremely difficult for Heather and I personally and professionally and we are sorry that orders and customer service have been affected.
If you would like us to fill the order, please let us know.
If you would like a refund, we cam do that as well.
With Best Regards,Brian [redacted]Peanut Free Planet
Customer's final response 16:38pm 09/04/15:
YES Cancel the order and refund my credit card as soon as possible1 message[redacted] <[redacted]@gmail.com> Fri, Sep 4, 2015 at 4:38 PM
To: Freeling CustomerCare <[email protected]>
If items are out of stock you can’t even order them from your website period. It has been three months now since my order. You personally said it would go out within ten days back in July. . I’m really sorry about Denise’s mother and your personal problems. I really don’t understand why I was allowed to even purchase this items to begin with and given hope they would actually arrive. My money has been held for three months now. I’m so upset and disgusted by the whole thing. It all started back in June when I was trying to order candy bars for my daughter and her friends. This was for her birthday back in June. She has asked over and over again and checked the front step like one hundred times. YES I WANT A REFUND!!!!!!!!!!!!!!!!!!!!!! I’m furious that my daughter has not received her items when she doesn’t have may other options that she can eat. It was extremely embarrassing to not have this items for her party. I thought your company was awesome a few years ago and I’m just totally disgusted. I only wrote this because I wanted you to know that your actions actually hurt people. Please refund my credit card as soon as possible.
We processed the refund on 09/08/15 at 11:52am before receiving the Revdex.com complaint.
Payment Date Payment Type Payment Amount Paid Via09/08/2015 11:42 CREDIT $187.95 Discover [redacted] AuthCodeTransID [redacted]
We are sorry that all this has occured and wish that we would have been able to ship the customer order in a timely manner.
The customer sent an email to us on 2/1315 that we apparently missed. There are no phone records corresponding to the customer that can be found after an extensive search. A second email was sent on 2/18/15. The complaint was filed with the Revdex.com on 2/20/15. We...
responded to the email dated 2/18/15 on 3/2/15 as follows:Freeling CustomerCare <[email protected]> Mon, Mar 2, 2015 at 2:42 PMTo: Lisa [redacted] <lisam[redacted]@gmail.com>Lisa I am terribly sorry for the delay in getting back to you. We are very behind in orders and email. We have been struggling over the past few months and are trying to get back to the level of service you have experienced in the past but we are not there yet.I did check on your order and I am over sold on basically everything on your order. The Nestle I should have later this week and hoping to have our Vermont order in late this week also.I do apologize for the delay - we certainly don't like this either.Sincerely,Denise
We received a reply from the customer on 3/10/15 as follows:Lisa [redacted] <lisam[redacted]@gmail.com> Tue, Mar 10, 2015 at 9:04 PMTo: Freeling CustomerCare <[email protected]>I'm not sure how this helps me at all. You've charged me in full for every item on my order, yet, you're out of stock on everything (which was not indicated on the website) and haven't offered me a timeline of when I can expect anything. I placed this order on 2/5 for Valentine's Day, and now we're a few weeks away from Easter. This is now 5 weeks.It's really just an unacceptable way to do business. The fact that I had to go through the Revdex.com to report you, and you still didn't respond for week after they contacted you.I'd like a date of when to expect my order or I'd like a refund.
We responded to the customer on 3/16/15 as follows:Freeling CustomerCare <[email protected]> Mon, Mar 16, 2015 at 2:41 PMTo: Lisa [redacted] <lisam[redacted]@gmail.com>Lisa,I just found out I am expecting a Vermont order by Wednesday 3/18. If it comes in in time we will ship your order on Wednesday - Thursday at the latest.Denise
The customer order was shipped on 3/20/15 via USPS Priority Mail with tracking number [redacted].
It arrived on 3/23/15.
We have received no further contact from the customer.
I wish their were a category for "mixed" experience, because I had over a decade of superb service from this vendor, followed by some troubling more recent experiences. I had many years of extremely positive experience with this vendor. For years they were the only place where I could find a wide variety of peanut-free treats; they expanded to include a wider range of allergy-friendly products. Their customer service was incredibly excellent for years: one October, in response to my email that I could not find peanut-free candy corn anywhere, they acquired some, then personally emailed me to let me know it was available for order. I have recommended them to many people over the years. Unfortunately, for the past year or so, they seem to be having problems. Sometimes their website is down. They haven't been getting holiday stock in time for major candy-giving holidays like Easter and Valentine's Day. Once an order took months to fill. I don't know what's happened to them--did they try to grow too fast?--but I hope they'll resolve the problem soon.
I ordered $66 worth of items. The money was taken from my pay pal account right away yet I never received the items. I sent two emails but never heard a response about them. Apparently the company changed names from peanut free planet to Allerific.
I have purchased from this company several times for peanut free products for my 3 year old who has a life threatening peanut allergy. They have always sent superb products. Once they even called me before shipping my item when they saw I lived in Florida to recommend a cooler box for that time of year.
Only in 2015 did I not receive my product after a few months. I emailed the company and did receive a reply explaining they were having major issues receiving their products in from their sources and that they were feverishly working to respond to upset customers. I eventually did receive the order.
Give this company a break. They have been stellar in the past and it appears to me came upon some hardships which most small companies do.
Since the customer had not ordered from us in over 3 years and all but one of her orders shipped out the same day or next day, they were probably not aware what had been going on with our...
company.
We are still recovering from events that occurred last summer. We have thin margins and the recovery has been slower than expected.
The customer wanted assurances that their order would arrive before the end of March and we were willing to provide them. The customer reminded us in her email that she required the items before Easter.
We were slow to respond to another emaii the customer sent and while chastising us for our slow response, the customer took three days to respond to our email when she asked for a cancellation.
In the interim, the customer also started another email chain again asking for the assurances that the order would arrive by Easter that we mistakenly overlooked.
We have made multiple changes to our customer service processes since late March to alleviate response time issues.
We received a refund request via email on March 16th, 2015 and the request was processed March 17th, 2015.
Peanut Free Planet%
Order placed, never received. Multiple attempts to contact them have gone unanswered (email, phone calls (only get answering machine, never a person) and their online Chat is never staffed). I've had to file a dispute with my credit card company. My experience seems to fit what others have started to see since mid/late 2014. I placed my order on 1/28/15. We have ordered from them previously with great success so I'm not sure what has happened of late. Pretty disappointing.
I placed an order on 11/2/15 for $21 worth of candy and baking chips, plus $9 for including shipping. As of 1/19/16, I have never received the items. I've emailed twice to ask to be refunded (at 2 weeks post order, and then 6 weeks post order). The customer service number is always a recorded message, with no option to leave a voicemail. The recorded message says to send an email, which clearly has no effect. My credit card was charged the day I placed the order. In summary: 2.5 months later, products have still not been received. At this point, I have contacted my credit card company.
The customer has been in communication with us since 07/09/15.
We have received no phone calls from this customer since 11/17/14.
We have responded to all customer inquiries and regret that the customer has been so upset over the past week.
A refund was issued before...
receiving the Revdex.com complaint dated 9/8/15.
The refund should appear on the customer credit card by Thursday 09/10/15.
The following is a detailed history of customer inquiries and our responses starting 07/09/15.
I still haven't received my order5 messages
[redacted] <[redacted]@gmail.com> Thu, Jul 9, 2015 at 1:24 PM
To: [email protected]
I still haven’t received my order, Could you please check on it, Thanks
Our Response Friday 07/17/15:
Freeling CustomerCare <[email protected]> Fri, Jul 17, 2015 at 9:25 PM
To: [redacted] <[redacted]@gmail.com>
Hey [redacted]l,
Sorry for the delay with your order and responding to you.
We are still dealing with the same issues that plagued during the past year.
We thought they would be resolved by now but not yet.
It is damn hot where you are located!
We expect to ship your order within the next ten days or sooner if possible.
Again, our apologies for the delays.
With Best Regards,Brian [redacted]Peanut Free Planet
Customer response Monday 07/20/15:
[redacted] <[redacted]@gmail.com> Mon, Jul 20, 2015 at 10:51 AM
To: Freeling CustomerCare <[email protected]>
I would like to add a couple items that were out of stock but are now in stock. I also wanted to check and make sure I ordered the cooler. Please call me at [redacted] thanks
[redacted]l
Our Response Monday 07/20/15:
Freeling CustomerCare <[email protected]> Mon, Jul 20, 2015 at 11:39 AMTo: [redacted] <[redacted]@gmail.com>[redacted]l,
Yes you did order a cooler. What items would you like to add? And only other thing I need to add is the 4 digit security code for your Discover card.
Denise
Customer Response Tuesday 07/21/15:
[redacted] <[redacted]@gmail.com> Tue, Jul 21, 2015 at 10:59 AM
To: Freeling CustomerCare <[email protected]>
Actually never mind.
Customer Response Thursday 08/13/15:
Extremely disappointed that I haven't received my order from Jun
2 messages
[redacted] <[redacted]@gmail.com> Thu, Aug 13, 2015 at 11:29 AM
To: Freeling CustomerCare <[email protected]>
I still haven't received my order and I paid for it on Jun 4 for the amount of 187.95 through PayPal. I was told it was going to be shipped on July 9. It now the middle of August. My kids are super disappointed and ask me several times a day about this. I paid for the cooler also. I'm not really sure what going on? I have ordered from you for years and I'm extremely frustrated at this point.
[redacted]l
Our Response Thursday 08/13/15:
Freeling CustomerCare <[email protected]> Thu, Aug 13, 2015 at 12:14 PM
To: [redacted] <[redacted]@gmail.com>
[redacted]l,
We are still behind with orders especially those with items from Canada (Nestle, Mars, Quaker). We are getting items in but not enough to work thru the back log of orders we have. This has been a very frustrating several months. We will ship your order just as soon as we can. We did not anticipate this taking so long - thought we would be thru this by now.
I am sorry for this long delay.
Denise
Customer Response 09/03/15:
Still not received my order from June 43 messages[redacted] <[redacted]@gmail.com> Thu, Sep 3, 2015 at 8:55 AM
To: "[email protected]" <[email protected]>
I have called and emailed you several times about my order. If you do have stock of the items and can process it can you add two orders of milk chocolate skippers and add it to the credit card. If your not able to process the order anytime soon could you please credit back the credit card for the full amount. [redacted]l
Our Response 09/03/15:
Freeling CustomerCare <[email protected]> Thu, Sep 3, 2015 at 10:07 AMTo: [redacted] <[redacted]@gmail.com>[redacted]l,
I can add the 2 skippers to your order. All I need is the 4 digit code on the front of your Discover card.
Also - want to make sure you did receive my email from 8/13 - we are still in this same senerio.
Denise
Shortly after this response was sent, Denise left for the weekend to put her mother into assisted living.
Customer Response 09/03/15:
[redacted] <[redacted]@gmail.com> Thu, Sep 3, 2015 at 1:20 PM
To: Freeling CustomerCare <[email protected]>
When does it look like you can ship it out? If it's going to be another month I think I will cancel the order and get a refund.
We did not respond to this email.
Customer Response 12:08pm 09/04/15:
Cancel the order2 messages[redacted] <[redacted]@gmail.com> Fri, Sep 4, 2015 at 12:08 PM
To: Freeling CustomerCare <[email protected]>
Please cancel the order and credit back my credit card for the amount of $187.95. I don't believe that you'll ever actually send out my order from June 4.
[redacted]l
Customer Response 12:30pm 09/04/15:
Please cancel my order from June 41 message[redacted] <[redacted]@gmail.com> Fri, Sep 4, 2015 at 12:30 PM
To: Freeling CustomerCare <[email protected]>
If I don't get a refund I will file a claim against you with the Revdex.com and my credit card. I see you already have several claims against you. I don't know if your going out of business or what? Even though I have ordered from you for years and have spent quite a bit, I can see that you are not going to ever make good on my order and don't feel comfortable ever ordering from your company again. Please refund my credit card from June 4 for the amount of $187.95
[redacted]l
The customer filed the Revdex.com complaint 01:08:46pm 09/04/15.
Our response after Observing a succession of emails from the customer and not seeing the 12:30 email:
Freeling CustomerCare <[email protected]> Fri, Sep 4, 2015 at 1:57 PM
To: [redacted] <[redacted]@gmail.com>
Hi [redacted]l,
Denise left yesterday before you sent your reply to put her mother in assisted living.
She is out until at least Monday.
She is not ignoring you.
We have every intention of filling your order if you will allow us to do it.
The past year has been extremely difficult for Heather and I personally and professionally and we are sorry that orders and customer service have been affected.
If you would like us to fill the order, please let us know.
If you would like a refund, we cam do that as well.
With Best Regards,Brian [redacted]Peanut Free Planet
Customer's final response 16:38pm 09/04/15:
YES Cancel the order and refund my credit card as soon as possible1 message[redacted] <[redacted]@gmail.com> Fri, Sep 4, 2015 at 4:38 PM
To: Freeling CustomerCare <[email protected]>
If items are out of stock you can’t even order them from your website period. It has been three months now since my order. You personally said it would go out within ten days back in July. . I’m really sorry about Denise’s mother and your personal problems. I really don’t understand why I was allowed to even purchase this items to begin with and given hope they would actually arrive. My money has been held for three months now. I’m so upset and disgusted by the whole thing. It all started back in June when I was trying to order candy bars for my daughter and her friends. This was for her birthday back in June. She has asked over and over again and checked the front step like one hundred times. YES I WANT A REFUND!!!!!!!!!!!!!!!!!!!!!! I’m furious that my daughter has not received her items when she doesn’t have may other options that she can eat. It was extremely embarrassing to not have this items for her party. I thought your company was awesome a few years ago and I’m just totally disgusted. I only wrote this because I wanted you to know that your actions actually hurt people. Please refund my credit card as soon as possible.
We processed the refund on 09/08/15 at 11:52am before receiving the Revdex.com complaint.
Payment Date Payment Type Payment Amount Paid Via09/08/2015 11:42 CREDIT $187.95 Discover [redacted] AuthCodeTransID [redacted]
We are sorry that all this has occured and wish that we would have been able to ship the customer order in a timely manner.
The customer sent an email to us on 2/1315 that we apparently missed. There are no phone records corresponding to the customer that can be found after an extensive search. A second email was sent on 2/18/15. The complaint was filed with the Revdex.com on 2/20/15. We...
responded to the email dated 2/18/15 on 3/2/15 as follows:Freeling CustomerCare <[email protected]> Mon, Mar 2, 2015 at 2:42 PMTo: Lisa [redacted] <lisam[redacted]@gmail.com>Lisa I am terribly sorry for the delay in getting back to you. We are very behind in orders and email. We have been struggling over the past few months and are trying to get back to the level of service you have experienced in the past but we are not there yet.I did check on your order and I am over sold on basically everything on your order. The Nestle I should have later this week and hoping to have our Vermont order in late this week also.I do apologize for the delay - we certainly don't like this either.Sincerely,Denise
We received a reply from the customer on 3/10/15 as follows:Lisa [redacted] <lisam[redacted]@gmail.com> Tue, Mar 10, 2015 at 9:04 PMTo: Freeling CustomerCare <[email protected]>I'm not sure how this helps me at all. You've charged me in full for every item on my order, yet, you're out of stock on everything (which was not indicated on the website) and haven't offered me a timeline of when I can expect anything. I placed this order on 2/5 for Valentine's Day, and now we're a few weeks away from Easter. This is now 5 weeks.It's really just an unacceptable way to do business. The fact that I had to go through the Revdex.com to report you, and you still didn't respond for week after they contacted you.I'd like a date of when to expect my order or I'd like a refund.
We responded to the customer on 3/16/15 as follows:Freeling CustomerCare <[email protected]> Mon, Mar 16, 2015 at 2:41 PMTo: Lisa [redacted] <lisam[redacted]@gmail.com>Lisa,I just found out I am expecting a Vermont order by Wednesday 3/18. If it comes in in time we will ship your order on Wednesday - Thursday at the latest.Denise
The customer order was shipped on 3/20/15 via USPS Priority Mail with tracking number [redacted].
It arrived on 3/23/15.
We have received no further contact from the customer.
I wish their were a category for "mixed" experience, because I had over a decade of superb service from this vendor, followed by some troubling more recent experiences. I had many years of extremely positive experience with this vendor. For years they were the only place where I could find a wide variety of peanut-free treats; they expanded to include a wider range of allergy-friendly products. Their customer service was incredibly excellent for years: one October, in response to my email that I could not find peanut-free candy corn anywhere, they acquired some, then personally emailed me to let me know it was available for order. I have recommended them to many people over the years. Unfortunately, for the past year or so, they seem to be having problems. Sometimes their website is down. They haven't been getting holiday stock in time for major candy-giving holidays like Easter and Valentine's Day. Once an order took months to fill. I don't know what's happened to them--did they try to grow too fast?--but I hope they'll resolve the problem soon.
I ordered $66 worth of items. The money was taken from my pay pal account right away yet I never received the items. I sent two emails but never heard a response about them. Apparently the company changed names from peanut free planet to Allerific.
I have purchased from this company several times for peanut free products for my 3 year old who has a life threatening peanut allergy. They have always sent superb products. Once they even called me before shipping my item when they saw I lived in Florida to recommend a cooler box for that time of year.
Only in 2015 did I not receive my product after a few months. I emailed the company and did receive a reply explaining they were having major issues receiving their products in from their sources and that they were feverishly working to respond to upset customers. I eventually did receive the order.
Give this company a break. They have been stellar in the past and it appears to me came upon some hardships which most small companies do.
Since the customer had not ordered from us in over 3 years and all but one of her orders shipped out the same day or next day, they were probably not aware what had been going on with our...
company.
We are still recovering from events that occurred last summer. We have thin margins and the recovery has been slower than expected.
The customer wanted assurances that their order would arrive before the end of March and we were willing to provide them. The customer reminded us in her email that she required the items before Easter.
We were slow to respond to another emaii the customer sent and while chastising us for our slow response, the customer took three days to respond to our email when she asked for a cancellation.
In the interim, the customer also started another email chain again asking for the assurances that the order would arrive by Easter that we mistakenly overlooked.
We have made multiple changes to our customer service processes since late March to alleviate response time issues.
We received a refund request via email on March 16th, 2015 and the request was processed March 17th, 2015.
Peanut Free Planet%
Order placed, never received. Multiple attempts to contact them have gone unanswered (email, phone calls (only get answering machine, never a person) and their online Chat is never staffed). I've had to file a dispute with my credit card company. My experience seems to fit what others have started to see since mid/late 2014. I placed my order on 1/28/15. We have ordered from them previously with great success so I'm not sure what has happened of late. Pretty disappointing.
I placed an order on 11/2/15 for $21 worth of candy and baking chips, plus $9 for including shipping. As of 1/19/16, I have never received the items. I've emailed twice to ask to be refunded (at 2 weeks post order, and then 6 weeks post order). The customer service number is always a recorded message, with no option to leave a voicemail. The recorded message says to send an email, which clearly has no effect. My credit card was charged the day I placed the order. In summary: 2.5 months later, products have still not been received. At this point, I have contacted my credit card company.