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Customer Service takes a dump

I can't believe what lousy luck I've had with customer service lately.

I was still researching pet insurance options for Shelby. I had a question about and one of the two major pet insurers never returned my email. VPI had a form on their site, and I filled it out, asking what "primary diagnosis allowance" meant. I never got a response. Considering the amount of money I would be paying them over the course of Shelby's lifetime, you'd think they would be willing to answer my inquiry.

Steven and I are also planning to take Shelby to see snow this year. And the little dog needs something to keep her warm. I found this nifty parka on Trixie and Peanut's website. But the price gave me pause ($65) but I liked that it looked like it would cover Shelby's cold little belly and butt. But I wanted to make sure it would fit. I've had trouble fitting dog clothes to Shelby before because of her tall shoulders. I emailed them asking for the girth measurement of the jacket. Here was their response.

Dear Winnie,

Thank you for contacting Trixie + Peanut.

We're sorry, but we cannot provide the girth measurements for the Oregon Parka. Unfortunately, when we have attempted to provide girth measurements for apparel items in the past, it has only served to create more confusion. We recommend choosing the size that corresponds with your dog's length in inches, from the base of the neck to the base of the tail. We can tell you that the Oregon Parka does run rather large and if it does not fit your pug, you may exchange for another size, another item or receive a store credit that is good for up to a year. You may review the full details of our 30-day exchange policy in our help section by clicking on the following link or pasting it into your browser: http://www.trixieandpeanut.com/getpage.html?t2

For crying out loud. The jacket is $65 and you can't answer a simple question?

October 18, 2005 | Permalink

Comments

yes, that doesn't sound very helpful, especially since you're paying so much. Just a suggestion since you're planning on taking Shelby to a snowy place, you may think of buying some little "booties" for her paws. Our little pug gets snow packed inbetween her pads on the bottom of her paws and makes walking in snow difficult for her. You can purchase a pair at Target, or even Petsmart. Since you know you won't be using them too much, they don't have to run you too much $$$. Be sure to take lots of photos of your little "snow puggy".

Posted by: diana | Oct 19, 2005 3:23:26 AM

Customer service in general just sux anymore! I think their theory is, "Just give me your money and shut-up!". Which, of course, is usually always an automated system.
Customer Service = Bad
Shelby = Good!!!

Posted by: Amanda B. | Oct 19, 2005 3:34:15 AM

We took our pug Abbey to PetSmart, and found a really nice "faux" suede coat there.
We had to return the original coat because of the neck (what do you mean pugs don't have necks?), and brought her with us to try different ones on. The top of the coat is velcro-closing, as is the section that goes across her belly. The belly section is extra-wide, and the thickness/heaviness of the suede keeps her toasty warm. We also found a red/black checked flannel coat made the same way, so we bought her that too! She loves them!

Posted by: Laura F. | Oct 19, 2005 4:41:11 PM

Beware of the boots... we got Roscoe a set of boots and well, seeing him try to walk in them is one of the funniest things I've ever seen. I put a movie on Roscoe's web site, because "funny" is not sufficient.
http://www.kaseguma.com/roscoe/snow/

Posted by: Rick | Oct 19, 2005 6:32:13 PM

I have had good luck with the Foster/Smith catalogue. They have some really nice sweaters and coats.

Posted by: Traci | Oct 19, 2005 8:20:28 PM

check out the "merryvaluations" @ pamperedpuppy.com Fun pug who gives the lowdown on all kinds of pet products, especially clothes!

Posted by: Lupita | Oct 20, 2005 3:21:44 PM

I think P.Diddy's dog has the same pink parka from Trixie and Peanut. How stylish Shelby would be!

Posted by: Madeline | Oct 20, 2005 8:57:28 PM

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