BBB Accredited Business since
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This company sells nature oriented apparel and university themed apparel that can be personalized with family name.
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A BBB Accredited Business since
BBB has determined that Earth Sun Moon Trading Company Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Earth Sun Moon Trading Company Inc include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Type of Entity
Business ManagementMr. Stephen Tessier, C.F.O. Mr. Nathan A Depew, President
INTERNET SHOPPING T-SHIRTS CLOTHING-RETAIL
Alternate Business NamesAlumni Originals InkPixi
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Additional Phone Numbers
- (800) 440-1210(Phone)
- (800) 516-2584(Phone)
- (800) 854-4942(Phone)
- (800) 854-4982(Phone)
- (888) 458-1687(Phone)
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Read Complaint Details
Complaint: Ordered an item, was promised delivery by 11/25. I am leaving the State on 11/26. Called today 11/21 and was told item won't be delivered until 11/27, one day after I am gone. Asked to speak to a manager. I asked if another item could be shipped overnight, and she said "I will not go the expense of overnight shipping". Their Mission Statement say's "We won't rest until we make things right" What a bunch of hooey! Their customer service stinks!
Desired Settlement: I would like this complaint posted on the BBB website.
We are in the business of selling personalized gifts and we are mindful that many customers make a purchase for a gift giving occasion and in some instance holiday travel is involved. There can be some uncertainty about where best to send it to have it on time for the gift occasion.
Our records show that the customer ordered on Saturday Nov 9th. It was shipped by UPS ground on Weds Nov 20th. That was a total span of eleven days. Our promotional postcards indicate that 'most orders ship within one week' . It took eleven days so we didn't achieve that here. The four extra days were due to a higher than expected seasonal surge of holiday orders.
The reason we say 'most orders' and not 'all orders' is to allow some leeway for spikes in demand and to allow for occurrences in production such as printing machine problems.
The order was delivered by UPS to the customer's home in Idaho on Weds November 27th. It is clear we did not deliver her purchase in time or to the right place for your special occasion. For that we apologize.
I am not disputing the essence of the complaint, but there is more to the story that needs to be told. The denial of your request to ship it for overnight delivery occurred after her order had already been processed and handed off to UPS. So there was more than just a premium shipping fee at stake. We would have had to reprint the order to ship it again by a faster method. Reprinting an order during a seasonal spike is disruptive to our production queue when we are working hard to get other customers orders out.
Our customer service manager offered several options including a refund credit of shipping fees and a special discount on you purchase in consideration of the delay. This offer was refused . The customer would not accept any resolution short of reprinting the order and overnight mailing it.
We aren't perfect. But in a case like this when we disappoint a customer, we ultimately stand by our 100% satisfaction guarantee which applies to the merchandise or our service. This customer can return the products for a full refund.
CFO, Earth Sun Moon Trading Co, dba InkPixi
There is one portion of their response that is untrue. The reason for the delay in shipping that they told me was that there was a question in regards to the
billing address. There should not have been any questions about the billing address since the same credit card had been used before.
As before, the only thing I want out of this is my complaint with the BBB posted on your website.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.