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Complaint Details
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Initial Complaint
12/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a coffee cup on 11/30 as part of their black Friday sales event for a friend's birthday. As of today 12/13, the order has not been fulfilled. I spoke to customer service and was told it would ship out by 12/20 by the latest hopefully, and still take another week to arrive to my friend who I had it shipped to. There is nothing on the site that alerted me that my order would not arrive by Christmas, let alone take a month to ship out. My friend's birthday is this week, and my order definitely will not be shipped in time for that. I am very disappointed that the company is trying to say they are overwhelmed with orders, but keep advertising sales for their products. Customer service just gives the same answers as the faqs. It is a scam.Business response
12/20/2021
Business Response /* (1000, 5, 2021/12/13) */ Hi ******, # ******* I am so sorry for your extended wait. I know that you have been waiting for a long time for your order, thank you so much for your patience! We have been working hard to produce orders amidst the Holiday rush some backlog but you should receive tracking information for your order within the following days. As soon as your order is packaged you will receive an email with all the information on your delivery. I am truly sorry for all the trouble! We value your business and thank you for your patience! Consumer Response /* (3000, 7, 2021/12/14) */ So, this is completely unacceptable. My complaint was not addressed at all, and all the response is the script all the third party chat is given on the website. The company is a fraudulent company claiming it is hand making products that is the hold up,when the reality is the products are in China and the company is a Chinese company. I want my order or a refund now. Business Response /* (4000, 9, 2021/12/16) */ I want to correct this and make sure you get your order. However, I still want to know if you wish to proceed with the shipment. If not, I will cancel this now and get you refunded.Initial Complaint
12/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order with Piper Lou two weeks ago in the amount of $48.64, order number 1783450. When money was taken from my bank account and my item still not shipped, I inquired about how long it would take to receive it. They informed me that it was taking between 7 and 12 days to ship out items and because of the "holiday rush" that it might be delayed even further. Had I known this I would not have placed an order with them. Since my money was taken 2 weeks ago and my item still has not shipped, I asked them two days ago to please cancel my order. I then received an email from their customer service rep, saying that the order was "in process" and could not be canceled and said I could get a 15% discount if I wanted one. I then emailed him back and told him that I did not want the discount, that since my item had not been shipped and they had taken my money, that it was unacceptable and I expected a refund promptly. This has not happened and in fact the same stalling tactics that other customers have told the BBB in these complaints is exactly what I am now experiencing myself. It is shameful that they sit on your money for weeks at a time, refuse to cancel your order and refund your money. After reading what others have experienced where the company claims to ship out an item after a complaint is made, only for the item to never leave their warehouse or to be told it is lost is very disturbing. It has left me believing that they very well may not have any product to ship out and are taking people's money. I no longer wish to do business with this company and want my refund as requested two days ago.Business response
12/21/2021
Business Response /* (1000, 5, 2021/12/11) */ Hi there *****, we are sorry for this terrible wait. Order ******* Your order is now cancelled and you should receive a refund notice via email too. Your credit should reflect on your payment method in a few days, depending on how your bank processes refund transaction. We hope to do business with you again in the future! Consumer Response /* (3000, 8, 2021/12/13) */ I am grateful to ****** for finding in my favor and returning me my money. Disappointing that it takes opening a case with them to get a refund. Buyers beware! Business Response /* (4000, 10, 2021/12/13) */ We are glad that you already received your refund. Enjoy your week!Initial Complaint
12/06/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an order on Oct 1st, 2021, was supposed to received order in 10 days. I finally received the order on Oct 27th. When I received the order I noticed a cup was broken and I immediately call Piper Lou, who said they would send a replacement part. I received a shipping notification on 11/17/2021. When I check that shipping number it has not been shown to have shipped. I called the shipping provider and they said Piper Lou created the shipping label but have not shipped it. I have emailed Piper Lou and messaged and posted on their Facebook page with no response. When I call and ask to speak to a supervisor I am told that one will call me back the same day and I do not receive a call back. At this point the cup was for a graduation gift for a nursing student who has already graduated and had their graduation party, and I need a refund. Order number *******Business response
12/06/2021
Business Response /* (1000, 5, 2021/12/06) */ Hi *******, We already shipped your replacement lids with order # *******-FREIGHT-BPM - please use this tracking info https://tools.******************************************************************** Give it within 72 hrs to show progress. Thanks for your patience with us. Consumer Response /* (3000, 7, 2021/12/07) */ I do not accept this as resolving the complaint. All that proves is that you have created another shipping label. You also provided another shipping label in Nov 17, 2021 that shows the same thing. The fact that I had to make a complaint to the BBB to even get you to respond is unacceptable. Business Response /* (4000, 9, 2021/12/07) */ We have been responding to your emails - https://****************************************** Sadly, we can no longer make any refunds as we already reshipped your package as a courtesy to your lost package which is beyond our control. Hoping for your understanding! Consumer Response /* (3000, 16, 2021/12/15) */ Once again you sent me a tracking number, it was created on Dec 6th and the package has not been received by the carrier. You keep creating labels and not shipping the item. You only started to respond once I made this complaint through BBB. It's a coffee cup that is useless with a lid. I need you to refund me the cost of the cup. If you send me a shipping label I will send you the item back. Business Response /* (4000, 18, 2021/12/16) */ Please use this tracking info and give it within 48 hrs to show progress: https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=420404379361269903507856463435 More Information from Consumer: The tracking number that you posted shows that the package was delivered "Your item was delivered at the front door or porch at 10:25 am on December 17, 2021 in ************ KY *****. Problem is I live in TEXAS. Still have not received the item and it's been over 11 weeks since I placed the original order. More Information from Business: We are reshipping this package again to your TX address.Initial Complaint
12/01/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a cup. While it sat there for over a week. The website states 5-7 day for processing. I was told it was being processed that day. Another 3 days went by and nothing. No email stating it was being shipped. So I asked for a refund. They declined and said it was being shipped that day once again. The following day I got an email stating it was shipped "via other" and the tracking number link does not work. I emailed again asking what does "via other" mean and I was given a generic email saying "We are so so sorry for the confusion... our shipping policy time frame is 5-7 business days ( Holidays and weekends not included in wait time)" it's now 2 weeks and I am still getting the run around. This is all this company does. Their customer service is horrible. At this point I don't want the cup. I want a refund.Business response
12/13/2021
Business Response /* (1000, 5, 2021/12/01) */ Hi ********, This is for your order# 1765880. Upon checking, we already shipped your order and the tracking info is USPS https://********************************************************************************. It may take within 72 hrs to show progress. Sadly, we can not refund this order anymore as it is already forwarded to USPS. We also went ahead and refunded your shipping fee as a token of our apology for the inconvenience. Consumer Response /* (3000, 7, 2021/12/03) */ Lies upon, lies upon, lies. It has been more than 72 hours it's been 4 days and no movement. Only when I asked for a refund did this tracking number created up it still has not left your possession. I just don't like being lied to. The rep. Told me it was being shipped out on 11/25! And still no shipment and no movement. I want a REFUND! I do not trust I will get my merch. This company is a fraud. Business Response /* (4000, 11, 2021/12/06) */ We've already shipped this order so we can no longer cancel. This is already in transit - https://********************************************************************************Initial Complaint
11/22/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased items from PiperLou on 10/30 and was told that they would be shipped in 5-7 days. When that did not occur I reached out to Piper Lou to find out where my items were. At this point I was told oh the items take 7 to 10 business days for us to manufacture and then they will be shipped, I was told they would not be shipped any later than that Friday as it was the 10th business day. I have now reached out over a dozen times it has been over three weeks I still do not have the items, PiperLou has stated that the items were were lost by the shipper carrier, and then that they don't know what is going on but that my situation has been escalated to the escalations person and them to management and if somebody would call me back. Over the last week I've been told no less than eight times that his supervisor would return my phone call regarding my concern that I have never received an order that I paid for almost a month ago . Two days ago I requested a full refund and told them I no longer even want the items what they have done is essentially committed theft they have taken my money and not provided the goods that I paid for. I was told only a supervisor can provide a full refund and that one would get back to me . Here I am almost a month after I paid for the items PiperLou has not provided the items nor have they were refunded my money. I would like my money back and to Move On from the situation this is a completely dishonest company in my opinion and experience. At this point they have refunded my shipping for the "inconvenience" however, I want ALL of my money back!Business response
12/02/2021
Business Response /* (1000, 5, 2021/11/22) */ Hi ****, We've already issued a refund on your order, please check your email for the refund notice. We sincerely apologize for the inconvenience. If the package arrives to you, please return it to us. Thanks and happy thanksgiving! Consumer Response /* (3000, 7, 2021/11/23) */ The refund was issued after I filed the complaint but it was issued nonetheless therefore I am satisfied with the result. All I wanted was my money returned and to move on.Initial Complaint
11/19/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order # ******* on Nov 2 , in the amount of 83.36. I can not get any information from them about my order. Please help.Business response
12/02/2021
Business Response /* (1000, 5, 2021/11/21) */ Hi *****, We are so sorry for the wait, there has been a terrible delay on our end we are making this right. I've already escalated your order and I will make sure that you will receive a tracking info within 48-72 hrs. Enjoy your week! Kind Regards, **** PLC Supervisor Consumer Response /* (3000, 7, 2021/11/22) */ I hope they are telling the truth, I am awaiting the tracking information. Business Response /* (4000, 9, 2021/11/23) */ Please give this tracking info within 48 hrs to show progress https://**************/*********************************************************** .. thanks for your patience with us.
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Customer Complaints Summary
172 total complaints in the last 3 years.
38 complaints closed in the last 12 months.