Trixie & Peanut, Inc.

Hello,
We recently migrated to a new website platform and unexpectedly lost access to the old platform, including the ability to track or refund older undelivered ordersAs a result, we no longer have access to these older ordersFor this reason, we recommend that any customers who
did not receive their orders submit a dispute with their credit card company to recover any charges for undelivered itemsWe realized this is not an ideal solution, but unfortunately it is the only one we can recommend at this point in time.Please pass along this recommendation and our sincerest apologies to the customerKindest Regards,
Trixie + Peanut Customer Service

Thank you for contacting Trixie + Peanut Please read below to find the answers to our most frequently asked questionsIf the answer to your inquiry cannot be found below, or in the "FAQ" (***) or "help"
(***) sections of our website, a customer service representative will respond to your email within business days TRIXIE + PEANUT STORE Our New York City store has closed, but our entire collection is available online at *** TRIXIE + PEANUT ORDERS If you are inquiring about a particular order, please provide us with your order number, name and the email address used when placing your orderWe cannot respond to your inquiry without this information TRIXIE + PEANUT SHIPPING + DELIVERY We are happy to deliver to any location including APO addresses + international destinationsPlease understand that additional charges may apply STANDARD DELIVERY TIME Trixie + Peanut orders normally ship within two business days and our average delivery time is to days depending on the shipping destination for in-stock, non-serviced itemsHowever, orders may take up to business days for deliveryCustom items, or items shipping from the designer may take additional timeMany items may be shipped via express 2-Day or Overnight service for an additional charge, but please note that custom items cannot be expeditedPlease contact a customer service representative toll-free at ###-###-#### for our expedited shipping options and ratesOur standard and expedited rates for orders within the continental U.Smay also be found on our help page (***)For an additional charge, messenger service is also available within the New York City borough of Manhattan Some items (all personalized and custom items, in particular) may be shipped separately and may take additional time for delivery, as indicated on our websiteWe thank you for your patience SHIPPING METHODS For your protection, items shipped directly from Trixie + Peanut to most U.Sdestinations* are shipped via Federal Express Home Delivery Signature ServiceIf someone will not be at your shipping location to sign for your package, we suggest you have your package shipped to your workplace, a business, or any location where someone can sign for your packageIf you would like your package to be left without a signature, please indicate this in the special instructions for your orderPlease understand that Trixie + Peanut cannot be responsible for the loss or damage of packages delivered without a signature*Orders shipping to P.OBoxes, Alaska, Hawaii and APO addresses are normally sent via USPS Priority Mail with Delivery Confirmation and may take additional time for delivery Most international orders sent directly by Trixie + Peanut are shipped via Federal Express and will usually arrive within our standard two week delivery time, but some international shipments may take additional time for deliveryPlease note: International customers are responsible for any customs charges, taxes or duties, which are assessed by each individual country at the time of deliveryWe apologize but we cannot estimate your country's customs chargesWhen ordering from outside of the US, please be sure all address information on your order is complete and correct TRACKING YOUR PACKAGE Federal Express will email you a shipping confirmation with tracking information and an estimated delivery dateFor orders placed online, your tracking information is also posted in your order details in the "My Orders" section of your accountOrders sent to P.Oboxes, Alaska, Hawaii and APO addresses are normally shipped via the U.SPostal Service and may take additional time for deliveryThe U.SPostal Service does not provide detailed tracking information for such shipmentsInternational orders shipped via Federal Express may also take additional time for delivery TRIXIE + PEANUT POLICIES For detailed information regarding our 30-day exchange policy, international shipping, wholesale inquiries, and the answers to many other frequently asked questions, simply click on "FAQ" (***) or "help" (***/help.html) in the top menu bar of our website SIZING UP YOUR PET For information on how to determine the correct size for your pet, please click the following link or copy and paste it into your browser: ***All sizes are in inches and are not based on your pet's weight, but rather on particular measurements, as illustrated on our sizing chartWe encourage you to measure your pets carefully before placing your orderIf you need further assistance determining your pet's size, please call a customer service representative toll-free at ###-###-#### We thank you for your interest and wish you and your pets our very best Kindest Regards, Customer Service *** Trixie + Peanut The Finest Gifts for Pets + People ***

Hello,We apologize for the delayed response.This order was shipped on August *** and delivered on August **, to the recipientThe ** *** *** Tracking Number is:***Here is the tracking and delivery confirmation:
***Sincerely,Customer ServiceTrixie + ***
Sincerely,
Customer Service
Trixie + Peanut
www.trixieandpeanut.com

Revdex.com:*** *** has contacted me directly regarding my order, and stated he will refund me the money for the tagAlthough I would have preferred to receive the goods I paid for, I will be happy just to have a refund and be done with the matter. A credit did not
appear on my credit card statement yet, so that is why I do not consider it completely "resolved".
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 I need to wait 45 days to ensure that my charge back is not challenged.  If after 45 days there is no issue then I will accept the resolution.  Given how the comapny has previously acted, I cannot accept in good faith that the charge back will not go unchalleneged.
please do not take this as a rejection of the resolution process, but given the timelines you have requested for a resonse, I cannot yet accept the resolution.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: On August ** 2015 I purchased a dog carrier on line. I was immediately charged to my credit card for this purchase. As it was an international order I understood it could take extra time to receive.

On October ** 2015 I had yet to receive my order so I emailed the company asking for an update on the status of my order. I received an automatic reply refering to the website for answers to faq's otherwise I would get a reply within 3 days. I did not receive a reply.

On November * 2015 I sent another email once again requesting information on my order. No reply was received. I also noticed at this time that I was no longer able to log in to my web account, with an error message saying my account was no longer valid.

On November ** 2015 I called the company's [redacted], only to get an automated voice message requesting all customer service inquiries to be emailed. I once again sent an email, requesting a refund to my credit card. No response received.

On February * 2016 I noticed the company website had been updated, with a new email address listed. Using this new email address I requested a refund to my credit card. I did not receive a reply to this request.Desired Settlement: Refund of $180 USD to my credit card

Business

Response:

Hello,We recently migrated to a new website platform and unexpectedly lost access to the old platform, including the ability to track or refund older undelivered orders. As a result, we no longer have access to these older orders.For this reason, we recommend that any customers who did not receive their orders submit a dispute with their credit card company to recover any charges for undelivered items. We realized this is not an ideal solution, but unfortunately it is the only one we can recommend at this point in time.Please pass along this recommendation and our sincerest apologies to the customer.Kindest Regards,Trixie + Peanut Customer Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I need to wait 45 days to ensure that my charge back is not challenged. If after 45 days there is no issue then I will accept the resolution. Given how the comapny has previously acted, I cannot accept in good faith that the charge back will not go unchalleneged.please do not take this as a rejection of the resolution process, but given the timelines you have requested for a resonse, I cannot yet accept the resolution.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered an item from [redacted] on 12/*/14. My credit card was charged that day. The item is a custom item, and I was aware it could take 6-8 weeks to arrive. I had previously ordered the same item, and I had arrived in less than 6 weeks.

I inquired via email ([redacted]) about it on 1/**/15, and was told that it could take up to 8 weeks to arrive, and that the manufacturer was closed over the holidays, so it could take a little longer, but they had re-opened on 1/*/15.

My second email inquiry was sent on 3/*/15. [redacted] replied on 3/*/15 stating that he would contact the manufacturer as I should have received the item. I did not hear back from him, so on 3/**/15 I called the phone number (###-###-####) listed in the auto-reply email I receive when I email the company. The auto-reply email states "Please contact a customer service representative toll-free at ###-###-####". When I called the number, there was no option to speak with a customer service representative, the automated voice only instructs you to email [redacted]. I emailed on 3/**/15 (as that was the only option I was left with) and have not received a reply from them.Desired Settlement: I just want the custom item I ordered on 12/*/14. If that item is not available, I need a refund for the amount my credit card was charged (76.92).

Consumer

Response:

[redacted] has contacted me directly regarding my order, and stated he will refund me the money for the tag. Although I would have preferred to receive the goods I paid for, I will be happy just to have a refund and be done with the matter. A credit did not appear on my credit card statement yet, so that is why I do not consider it completely "resolved".

Sincerely,

Review: I ordered a Nantucket Pet Tote bag on June ** (order #[redacted]) and was promised delivery within 7-14 days and still have not received the package. The customer service number only refers me to the website. I've sent at least three emails and only receive automated responses with no promise of resolving the issue. I keep checking the site for my order and it still says "in progress."Desired Settlement: I want my payment of $129.50 refunded.

Business

Response:

Thank you for contacting Trixie + Peanut. Please read below to find the answers to our most frequently asked questions. If the answer to your inquiry cannot be found below, or in the "FAQ" ([redacted]) or "help" ([redacted]) sections of our website, a customer service representative will respond to your email within 3 business days. TRIXIE + PEANUT STORE Our New York City store has closed, but our entire collection is available online at [redacted]. TRIXIE + PEANUT ORDERS If you are inquiring about a particular order, please provide us with your order number, name and the email address used when placing your order. We cannot respond to your inquiry without this information. TRIXIE + PEANUT SHIPPING + DELIVERY We are happy to deliver to any location including APO addresses + international destinations. Please understand that additional charges may apply. STANDARD DELIVERY TIME Trixie + Peanut orders normally ship within two business days and our average delivery time is 5 to 7 days depending on the shipping destination for in-stock, non-serviced items. However, orders may take up to 14 business days for delivery. Custom items, or items shipping from the designer may take additional time. Many items may be shipped via express 2-Day or Overnight service for an additional charge, but please note that custom items cannot be expedited. Please contact a customer service representative toll-free at ###-###-#### for our expedited shipping options and rates. Our standard and expedited rates for orders within the continental U.S. may also be found on our help page ([redacted]). For an additional charge, messenger service is also available within the New York City borough of Manhattan. Some items (all personalized and custom items, in particular) may be shipped separately and may take additional time for delivery, as indicated on our website. We thank you for your patience. SHIPPING METHODS For your protection, items shipped directly from Trixie + Peanut to most U.S. destinations* are shipped via Federal Express Home Delivery Signature Service. If someone will not be at your shipping location to sign for your package, we suggest you have your package shipped to your workplace, a business, or any location where someone can sign for your package. If you would like your package to be left without a signature, please indicate this in the special instructions for your order. Please understand that Trixie + Peanut cannot be responsible for the loss or damage of packages delivered without a signature. *Orders shipping to P.O. Boxes, Alaska, Hawaii and APO addresses are normally sent via USPS Priority Mail with Delivery Confirmation and may take additional time for delivery. Most international orders sent directly by Trixie + Peanut are shipped via Federal Express and will usually arrive within our standard two week delivery time, but some international shipments may take additional time for delivery. Please note: International customers are responsible for any customs charges, taxes or duties, which are assessed by each individual country at the time of delivery. We apologize but we cannot estimate your country's customs charges. When ordering from outside of the US, please be sure all address information on your order is complete and correct. TRACKING YOUR PACKAGE Federal Express will email you a shipping confirmation with tracking information and an estimated delivery date. For orders placed online, your tracking information is also posted in your order details in the "My Orders" section of your account. Orders sent to P.O. boxes, Alaska, Hawaii and APO addresses are normally shipped via the U.S. Postal Service and may take additional time for delivery. The U.S. Postal Service does not provide detailed tracking information for such shipments. International orders shipped via Federal Express may also take additional time for delivery. TRIXIE + PEANUT POLICIES For detailed information regarding our 30-day exchange policy, international shipping, wholesale inquiries, and the answers to many other frequently asked questions, simply click on "FAQ" ([redacted]) or "help" ([redacted]/help.html) in the top menu bar of our website. SIZING UP YOUR PET For information on how to determine the correct size for your pet, please click the following link or copy and paste it into your browser: [redacted]. All sizes are in inches and are not based on your pet's weight, but rather on particular measurements, as illustrated on our sizing chart. We encourage you to measure your pets carefully before placing your order. If you need further assistance determining your pet's size, please call a customer service representative toll-free at ###-###-####. We thank you for your interest and wish you and your pets our very best. Kindest Regards, Customer Service [redacted] Trixie + Peanut The Finest Gifts for Pets + People [redacted]

Business

Response:

Hello,We apologize for the delayed response.This order was shipped on August [redacted] and delivered on August **, 2015 to the recipient. The [redacted] Tracking Number is:[redacted]Here is the tracking and delivery confirmation:

[redacted]Sincerely,Customer ServiceTrixie + [redacted]Sincerely,