Aussie fashion brand Peppermayo has come out with a lengthy public apology on social media, addressing mounting complaints from customers about orders that have been seriously delayed. The retailer, founded by Georgia Wright and Huayi Huang, has been copping heat all over TikTok, which was only made worse by a recent influencer brand trip to Coachella that left many fuming.
In case you missed it, TikTok’s been flooded with videos of customer complaints since at least March, mainly about delayed orders and poor communication.
“My pre order item said available mid-March, still nothing!” one user wrote in early April.
“Completely ghosted by them after not receiving my order or even a dispatch notification,” another added.
In a seven-slide Instagram carousel posted on Wednesday, the founders of Peppermayo addressed the criticisms as they apologised for recent delays as well as a lack of transparency.
“Firstly we want to sincerely apologise for the recent delays experienced by our amazing customers in receiving their orders, and for our lack of transparency during this time,” the statement said.
“We know we let you down, and for that, we are truly sorry.”
According to Peppermayo, “external macroeconomic factors” forced the company to quickly change its operations, moving this to LA through a third-party warehousing company. But the “rushed” approach led to technology and integration problems that delayed order shipments.
“These were decisions we made as a team and we take full ownership of our shortcomings and missteps. We are deeply sorry for letting our customers down,” they said.
They admitted they are “not quite back to 100 per cent yet” and have cleared around 85 per cent of the order backlog, adding they expect to be caught up by the end of the weekend.
The apology came days after Peppermayo hosted a group of influencers like Ava Daniels, Issy Maloney, and Love Island UK‘s Lucinda Strafford and Sophie Piper, for a VIP trip to Coachella. There were tons of videos of them partying poolside, attending NBA games, and generally ballin’ in brand merch.
“Tell me why I pre-ordered a dress at the start of February and I’ve watched it come in and out of stock multiple times since then, and I still don’t have my dress!! But yeah, brand trip for the win,” a user commented on one of the videos.
“Hey guys, no hate but to protect your brand maybe respond to customers and orders other than focusing on influencer trips,” another user said.
“Coachella looks so good when people can receive their order on time,” one user piped in while another added: “Such pretty dresses! I would have liked to receive them too but influencers don’t have this problem.”
Addressing the Coachella backlash, Peppermayo said they understood the recent event has been “upsetting” as they explained it was planned months in advance.
“However, your experience remains at the heart of everything we do, and we have taken your feedback to heart,” the statement read.
Peppermayo announced it will be offering free express shipping on all orders to the UK, UK, Australia and Canada for the next 30 days. It had a commitment to ensuring every order was handled with care, it added, and that these “hiccups” would “ultimately allow us to better serve each and everyone one of you for years to come”.
But the move — and the brand’s lengthy apology — has received a mixed response on social media, with many customers claiming this might be coming too little, too late.
“This honestly isn’t enough. People missed outfits for vacations and big events and you’re offering on one day, free shipping only if we spend more money? That’s not an apology. Do better,” one user stated.
Another Instagram comment agreed that, rather than offering free express shipping on future orders, the brand should focus on current orders and refunds that remain delayed.
“Customers have lost their money on shipping and return fees, and their time. Why create a larger problem and unkept promise when there is still a major issue to be addressed that needs consideration and care. Not to mention I am still waiting on my refund from October last year,” they said.
Honestly, I kinda agree punters might need more than that to turn this around — we all know the extreme frustration of refreshing that order page for days on end, wondering when TF the package might finally roll around.
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