ComplaintsforPiper and Ivy
Additional Complaint Information
BBB contacted the business in January 2022 to obtain their position.
The business replied:
"The reason behind the non-delivery complaints is two-fold. First of all, we had major supplier issues during 2021. The tee shirt supply chain was hit hard as a result of the logistics and shipping backups around the world. This added weeks of lead time to our original estimates. Our supplier also had issues finding consistent labor so fulfill our tee shirt demand. Secondly, USPS struggled with losing a large number of packages. We have had several discussions with our drop off location and have figured out with problem with consistent shipping manifests and a reserved drop off location.
All customers were kept up to date with multiple update emails letting them know about delays and given new shipping estimates.
We brought on an additional supplier in December 2021 with virtually unlimited production capacity as well as bolstering our internal shipping staff and operations. We are fully caught up on shipping, well inside our advertised shipping windows and have been for several months."
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/09/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On 07/05/2024 I placed an order for two t-shirts. I saw a social media post advertising a Buy One Get One offer for t-shirts. On 07/11/2024 I received an email stating a partial shipment was coming my way. On 07/15/2024 I received the t-shirt that I paid for but not my free t-shirt. I immediately sent an email to the company asking where my free t-shirt was. I was told that there was a "supply issue" and should be receiving more t-shirts soon. (This seems to be a common response looking at other reviews). After waiting for more than two weeks I again sent an email asking where the remainder of my order was. I was told they would be in the warehouse working on shipping orders. Today, more than a month later, I still have not received my free item. At this point I want my money back as I think this is a common tactic of this company to promise a "free" item and then not ship it. Very bad marketing ploy in my mind. I will never shop at this business again. Please assist in getting either my money back or the remainder of my order.Business response
08/18/2024
Hi ****!
I am so sorry about the delay on your order! As we mentioned in the update email we sent out, we had some issues with our supply chain. The free tees took longer to be printed than they should have which set us behind!
That said, both of your tees have been delivered!
USPS tracking #1: **************************************************************************************
USPS tracking #2: **********************************************************************************
As requested, I issued a full refund for this order, which you should see reflected in your account shortly.
I really apologize for the delay on getting that second shirt sent out to you!
have a great week!
-the piper+ivy teamCustomer response
08/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to **** would like to add though that I do not think this would have been resolved had I not contacted the Better Business Bureau and sent numerous emails to her regarding this issue. As you can see from past BBB complaints, this company seems to continue to have the same issues with other customers over and over. She has beautiful t-shirts, however, after this experience I will not be purchasing again. Thank you so much for assisting in this matter.
Sincerely,
***********************Initial Complaint
08/08/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a shirt on July 11th and never received a shipping message. I emailed on July 26th only to receive a reply stating that there was a supply shortage and that they would get shirts in the next week. Its now August 7th and I still havent received a shipment message.Business response
08/18/2024
Hi Autumn!
I am so incredibly sorry for the delay in getting your t-shirt shipped out to you! Like we mentioned in our update email, we had some issues with our supplier taking longer to print shirts than expected. This set us behind our typical shipping timeline! I apologize for that delay, we feel terrible!
Your order has been delivered!
USPS tracking: **********************************************************************************
I hope you enjoy your shirt! I apologize again for the shipping delay
have a great week!
-the piper+ivy teamCustomer response
08/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
08/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Piper and Ivy was running a special in which you could order one t-shirt and get one for free. I did so on 7/6/24 and have only received the one I paid for. I followed up on 7/22/24 and was told they were having unexpected issues with their supplier and would be restocked the following week. I followed up yet again on 8/1/24 and was told that their color tees were more popular than they anticipated and are behind on shipping. There are at least two recent complaints listed that are nearly identical to mine. On their website, it shows a glowing review of the same shirt I am missing, posted 7/26/2024. I have already worn and washed the one that I did pay for, but I only ordered it because I was promised the additional shirt for free. I also paid for shipping and shipping protection. I cant return the original shirt, but I believe I was scammed into buying it under a false promise. It is now 8/2/24 and the second shirt has not even been shipped after a promised turnaround time of 5-10 business days.Business response
08/18/2024
Hi *******!
I am so incredibly sorry for the delay in getting your t-shirt shipped out to you! Like we mentioned in our update email, we had some issues with our supplier taking longer to print shirts than expected. This set us behind our typical shipping timeline! I apologize for that delay, we feel terrible!
Your order has been delivered!
USPS tracking #1: **************************************************************************************
USPS tracking #2: **********************************************************************************
I hope you enjoy your shirts! I apologize again for the shipping delay
have a great week!
-the piper+ivy teamCustomer response
08/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
06/07/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered two shirts on 05/11/24 and received a message saying the order would be shipped in 3 to 5 days.I didn't receive a shipping email and on 05/24/24, after an inquiry from me, ****** of the business said they had a problem with their supplier and they were expecting a new shipment and my order would be the first to go out.It's now June 6th and the order has not been shipped, yet they took my money on May 11th and have yet to send a product.This company is continuing to run ads on social media saying they are in danger of going out of business, begging people to save their company and offering sales, but not fulfilling orders they already have.Business response
06/21/2024
Hi *********!
Your order was fully refunded on June 15th. It was also shipped before the system could cancel it and delivered on June 13th, so please enjoy the order as our gift :)
USPS tracking: **********************************************************************************
have a great day!
piper and ivyCustomer response
06/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
05/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased 3 shirts from them on 4/23/24. It is now a month later and I still do not have them. Their website and my receipt say 5-10 business days. It's been 19. They keep saying they don't have the stock to fulfil the order. It's 3 shirts with screen printing. Not that difficult. Seems like a scam. All I want is a refund since you clearly cannot provide the product.Business response
06/02/2024
Hi ******!
As requested your order has been fully refunded in the amount of $54.00. Additionally, the order was shipped prior to the refund being issued and has been delivered!
USPS tracking: **********************************************************************************
have a great day!
-piper and ivyInitial Complaint
10/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased 2 shirts from this company.Order # ****** The book wreath shirt came in the wrong size.The book wreath shirt is suppose to be a large but they sent a medium. ******* navy.I have emailed the company twice and have tried to call them but they don't have anyone answering customer service. You can only email them.I am wanting a new shirt replacement for the wrong one they sent.Business response
10/13/2023
Hi *****!
We have scheduled a replacement tee for you. A book wreath tee in large will be shipped out for you this week! You should have email confirmation in your inbox
have a great day!
-the piper+ivy team
Customer response
10/16/2023
Complaint: ********
I am rejecting this response because:I have asked this business for a tracking # for the item I purchased.
They have not sent me one.
I will accept their response as soon as I receive that so that I know for sure it has been sent.
Thank you
***********************
Sincerely,
***********************Business response
10/19/2023
Hi *****!
Your replacement t-shirt is on the way! You should have received the tracking information in your email.
But here it is again! **** tracking number: **********************I really hope you enjoy your tee!
have a great day,-the piper and ivy team
Customer response
10/25/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
10/10/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a t-shirt online from **************************** on August 24th. They advised on September 12th that they are waiting for styles to restock and my order should be filled soon. I received my order on September 24th. The sizing is off and I want to exchange the small for a medium (it is a gift) . Their guidelines say to contact them for exchanges at email ******************************* I have sent two emails. One on September 24th and one on October 5th and have received no response. I attempted to call today on October 10th ***************). The automated VM states that all customer service agents are busy and to email at ******************************* This feels like a company who isn't staffed for customer service or has no intention of providing customer service. My first choice would be an exchange and if that can't happen, then a refund. My order # is *****. Thank you!Business response
10/10/2022
Hi ******!
I am so sorry for the delay in getting back to you. With the hurricane and some days of lost internet, we're still playing catch up on emails and messages!
Since this took so long to take care of, what I did was issue a refund to you for the original tee. I then scheduled the medium to be sent out as our gift :)
have a great day!
******Customer response
10/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
10/05/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a tshirt on 9-16-22. I finally received it ****-22. Upon opening the package I could immediately tell the shirt had a printing defect. There is a large oily square surrounding the printed area on the shirt. I emailed on ****, ****, ****, ****, called on ****, messaged on Instagram on ****, messaged on ******** on ****, and am now filing a complaint with the BBB and my bank on ****. Originally I wanted a replacement but Im so upset with the shoddy quality assurance personnel and customer service that I just want a refund, not another item to remind me of this terrible experience.Business response
10/07/2022
Hi *******!
I am so sorry for the delay in getting back to you! We just got internet back a few days ago after Hurricane *** and we're still catching up on emails and messages!
I just issued a full refund for that tee. I am also going to send you a replacement tee free of charge :)
I am so sorry about this! We're working with a new supplier and working through some initial issues with them. I apologize again!
have a great day!
******Customer response
10/10/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
03/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Order placed on 3/9/22. Order still has not shipped as of 3/27/22, well outside of the promised up to 2 week shipping window. Tried to communicate with business and received unsatisfactory responses and/or lack of response. Disappointed due to the blanket response given to the BBB regarding ongoing shipping issues, claiming all is fixed and they now ship within the 2 week window. Clearly this is untrue. Order number #62029. To resolve I would like this order shipped and to be provided a tracking number.Business response
04/18/2022
Business Response /* (1000, 5, 2022/03/28) */ Hello! We have been in communication with this customer via email regarding the shipping status of her order. The order was shipped via USPS tracking number: **********************Initial Complaint
01/03/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I placed an order on December 12th order (#*****) and picked up my item from my Po Box on December 23rd. The sweat shirt that I had ordered is clearly defective. The graphic is printed crooked. I have been trying to reach out to Piper and Ivy since December 23rd. I have sent multiple emails to the address listed on their website *********************** and have tried multiple times to reach them at the telephone number that is also listed on their website (*************. I have also reached out to their Facebook page and sent messages on there which have also gone unanswered. Their website clearly states that I have 30 days to request a refund or exchange of an item and since the item was sent defective I expect them to either replace it or issue a refund.Business response
02/04/2022
Business Response /* (1000, 10, 2022/02/02) */ We provided a replacement sweatshirt completely free of charge to the customer. That replacement sweatshirt was shipped January 11th as soon as we received the customers email. USPS tracking: ********************** thanks! Consumer Response /* (2000, 12, 2022/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was able to eventually talk to someone who replaced the item.
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Contact Information
Customer Complaints Summary
16 total complaints in the last 3 years.
6 complaints closed in the last 12 months.