Peppermayo Apologises After Coachella Backlash & Weeks Of Customer Complaints

Aussie fashion brand Peppermayo has come out with a lengthy public apology, addressing mounting complaints from customers about some seriously delayed orders. 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.new BrightcovePlayer('6103636748001', '1656287865355575363', 'zf2tqmk2', 'brightcove-video-player-20d4d94817');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. @cailynisabel @PEPPERMAYO respond to my emails this is absurd #peppermayo #order #issues #scam #preorder ♬ NOKIA – Drake @goawaypleaseandthankyou2 Didnt even come in time for my event 😪#peppermayo ♬ original sound – Sam Jorden 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.” READ MORE Why Chinese Warehouse TikTok Is Suddenly Taking Over Your FYP 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. (Source: Instagram)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. Within days, 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 TikTok videos. @peppermayo an unforgettable weekend with an incredible bunch of girls 🎡💕 thank you for spending it us @Lucinda @SophPiper @ami🤍 @Myamills @Cathy @Issey Moloney @eloise fouladgar @Ava Daniels @Kenzie ♬ Good Riddance (Time of Your Life) – Green Day @peppermayo DAY 1 #COACHELLA 🌴✨🌵 @Lucinda @ami🤍 @Kenzie @Myamills @Cathy @SophPiper @Issey Moloney @eloise fouladgar @Ava Daniels ♬ original sound – Maddix “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 and activations have 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.(Source: Instagram)The brand has announced it will be offering free express shipping on all orders to the UK, UK, Australia and Canada for the next 30 days, while standard minimum order values will apply.

The move — and the brand’s apology — has received a mixed response, 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 think 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 package might finally roll around.

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