Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two bags off of their website. I tried to find dimensions for the bags and could not. I clicked on a sale that was advertised online, but it was not disclosed that the items were final sale. The company is trying to say that it was, but it was not, I received the items yesterday and they are much smaller than their pictured and advertised. I’m trying to return the items and they are refusing to return.

  Business Response

  Date: 10/17/2024

  Good afternoon, 

  **** ******** made a purchase on our website on October 12th during a recent sale. **** purchased two items, both listed as final sale. The sale started 10/10 @9am PDT and ended 10/13 @11:59pm PDT. I have attached several screenshots showing the sale information and ****'s purchase date and order information. The final sale items were discounted, and match the price that **** paid. We made it very clear on our website in bold, red letters that this was a final sale, and no returns or exchanges were allowed. **** also mentioned being unhappy with the size of the products, and we do truly apologize that they were not what she was expecting. We do, however, list the dimensions of our products on the product page. I also attached a screenshot showing where the dimensions can be found. Unfortunately, because we did state this was a final sale, we cannot accept any returns or exchanges. Again, this information was listed at the time of the sale. 

  Thank you!

  M****** **** 

  Customer Answer

  Date: 10/19/2024

  
  
  Complaint: 22435911
  
  I am rejecting this response because:

  I looked multiple times trying to find the product dimensions and could not. Of course they can navigate their on website. It is not user friendly. I also did not see any where it saying final sale. I wouldn’t have ordered the product had I seen that. I’ve never ordered from them before. In ordering the product I figured if the size wasn’t right I could return or exchange the item. I even tried finding examples of what the one specific bag that I intended for a diaper bag had been used for by others, and didn’t see anything. This is a product I’ve been looking at for months. Now I wish I would’ve never have ordered anything. 
  Regards,
  
  **** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 10/21/2024

  Good afternoon, 

  We are truly sorry that the bag is not the size you were hoping for. We do understand that this can be frustrating. Please note that the dimensions are listed on the product page, just below the product itself. Because this was a final sale, and we clearly marked this item as final sale, we are not able to make an exception to allow a return. Again, we do apologize about this. 

  Have a great day! 

  Customer Answer

  Date: 10/22/2024

  
  
  Complaint: 22435911
  
  I am rejecting this response because:
  Yet again, when I purchased the item it did not say final sale. I wouldn’t have ordered it otherwise. 
  Regards,
  
  **** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order 1681 on June 26 2023, for 155$ Canadian, for a diaper bag. My zipper on the bag broke 3 weeks ago. I contacted the company 7 separate times via the email on their website (no phone number provided) . I have never received an email response . I contacted via social media, someone said they would reach out to customer service for me- nobody ever did . It says “petunia guarantee” “Our products are also guaranteed against hardware and/or fabric defects on items purchased through authorized Petunia Pickle Bottom retailers for up to two years. If you are experiencing an issue with one of your Petunia products, please contact our Customer Care team by email - [email protected]“ This is on the website, yet nobody contacts you back. I purchased directly from them, only owned the bag for 2 months until it broke, I contacted with photos of the issue, no response. I am utterly disappointed in the lack of customer service and the fact they don’t stand by their product or especially their “guarantee” they blatantly state on their website. It’s actually very terrible

  Business Response

  Date: 10/30/2023

  Good morning, 

  I have been in contact with the customer. She was emailing the wrong email address. I will get this taken care of for her.

  Kindly

  J****** ****

• Initial Complaint

  Date:05/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have the PPB district backpack in the Cinderella print. After only a few uses the bottom part of strap completely ripped from the seam. (I have read several other online reviews of this happening with this bag.) I reached out to PPB and asked for a replacement bag. The first customer service agent said I could not receive a new bag because it was past their 2 year warranty. (I received this bag about 4 months after the purchase date but only used it a few times for Disney trips. I did not use it as an every day bag.) It was originally purchased in 2020 but I received it in 2021. She offered me a 50% off coupon to purchase a new bag. I asked to speak to her manager as I was not happy with that offer. The customer service manager, J******, was difficult to work with. She stated their 2 year policy and again offered me a 50% off coupon. I understand their 2 year policy but was asking for an exception for a clearly faulty bag that did not hold up after only a few uses. I asked to speak to her supervisor, director or VP. Really just anyone above her. She refused to connect me with anyone else. She then ignored my emails for a week. J****** only reached out again after I called and left a message on their customer service line. She told me she was “personally offended” that I challenged her customer service. The way I see it, refusing to escalate the situation to a superior when the customer has asked numerous times and ignoring the customer emails is very poor customer service. Not only does PPB have poorly made products, they employ a customer service manager who is easily offended, takes business personally and is not very customer service oriented. PPB continues to produce and sell overpriced products that they know are poorly made (judging from multiple online reviews). 

  Business Response

  Date: 05/16/2023

  We have started a warranty claim for this customer. She is outside the 2 year warranty period. I did offer her a coupon code for 50% off a replacement bag. I am not sure what else we can do for her as she does not qualify for the replacement bag per our policy posted on the website. 

  Customer Answer

  Date: 05/16/2023

  
  
  I am rejecting this response because:
  Per another BBB complaint I can see that the customer service manager made an exception for a new bag for another customer. Also I asked for someone from upper management to reach out to me several times and was denied this request. Exceptions to policies are often made in businesses, especially when the product has been poorly made and is rendered unusable after only a few uses.  
  Regards,
  
  C****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/18/2023

  Good morning, 

  
  We unfortunately cannot make an exception. I have been advised by my upper management to hold strong to our policies.

   

  Kindly
  J****** ****

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased an item order #2148691. Did not like it when it came in so I reached out to return. I shipped it out on 1/31/23. It was confirmed that the warehouse received it on 2/06/23. The original email stated to allow UP TO 2 weeks from when the item arrived at the warehouse. I have contacted the company 3 times in regards to my refund. After the second time I was told to allow up to 3 weeks. My purchase was through Afterpay. On February 14th I explained to customer service representative J****** **** that I contacted Afterpay to push the payment back while I waited for the refund. They pushed it back until the 25th of February but cannot any further. She said she would let the returns team know. She did say if the return authorization number was not included on the outside of the package it could delay further. I assured her that everything requested was on the outside of the package. I was giving the company the benefit of the doubt that maybe they were very busy but after reading many reviews I see this is a reoccurring issue. I do not think it is very professional to continue pushing the refund timeframe back. I would appreciate my refund within a timely manner.

  Business Response

  Date: 02/22/2023

  The order was returned to us on 2/6/23 via ups 1ZA288W*********46. It is standard for it to take 2-3 weeks to process the refund once we receive the item. We are still within the 3 weeks. There were delays due to covid and employment shortages. Plus the holiday on 2/20/23. We are in the process of issuing refunds today. This refund will be issued by the end of the day and the customer should see it in there account within 2-3 business days depending on the bank or credit card company. 

   

  Kindly

  J****** ****

  Customer Service Manager

  Petunia Pickle Bottom

  [email protected]

  Customer Answer

  Date: 02/22/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 19443215, and find that this resolution is satisfactory to me. For future I recommend updating your processing time. I have attached an image of the original email I received stating up to 2 week return period from receiving the item.
  
  Regards,
  
  K****** ******