Aussie brand Peppermayo finally apologies after delayed orders

News.com.au

30-04-2025

An Australian fashion brand has finally issued an apology more than three weeks after customers raised the issue of long delays in orders.
Peppermayo, which was founded in Adelaide by Georgia Wright and Huayi Huang, hosted a VIP Coachella experience for a group of social media stars at the two-weekend long music festival.
But, the content from the event quickly prompted outrage from customers who claimed they'd been waiting weeks for orders and couldn't get in contact with customer service.
Now, the brand has issued an apology in a seven-slide Instagram post — two weeks after news of the anger first broke.
'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 began.
'We know we let you down, and for that, we are truly sorry.'
It said 'external macroeconomic factors' led the business to make decisions about internal operations, and looking back, these decisions 'were rushed' and caused 'major technological and integration challenges that significantly delayed our ability to dispatch orders on time'.
These external factors included the change of government in the United States, forcing the brand to move its US operations to Los Angeles via a third-party warehouse company.
Supply chain and production upgrades were also blamed. The brand said it had expanded it's customer service team in the wake of the issues, and said it understood the Coachella activations were 'upsetting' during this period.
'Please know these campaigns were planned months in advance,' the statement read.
The brand said it took full ownership of their shortcomings. The brand said it had cleared 85 per cent of the order backlog and would likely be fully caught up by the end of this week.
It said Australian and US warehouses were working around the clock to send out orders and respond to complaints.
The statement said it would offer free express shipping to all orders to the US, UK, Australia and Canada from May 5 for the next 30 days.
The brand said it had a commitment to ensuring every order was handled with care and that these 'hiccups' would 'ultimately allow us to better serve each and everyone one of you for years to come'.
Earlier this month, Linda Bergmann, a 24-year-old from the Gold Coast, claimed she was yet to receive the $129.95 lace mini-dress she ordered on March 20.
'When I went to buy it online, it said 'buy now', but after my order went through it changed to 'pre-order' with a shipping date set for the first week of April,' she told news.com.au.
'I waited for the dress to be shipped, but heard nothing, so I emailed and the email I got back said my email was successfully sent to customer service.
'Another week rolled by, and I still had no idea where my dress was, so I emailed again and was told my email will go to the back of the queue if I contact customer services multiple times.'
Ms Bergmann became increasingly frustrated, noting that she had seen multiple influencers wearing the in-demand item, and started messaging the brand's social media site.
She said as a result of not being able to get her outfit, which was for her best friend's hen, she had to order yet another outfit from another brand.
Most are seeking answers to a range of complaints, including alleged shipping concerns, undelivered parcels and unresolved returns.
'Why won't you send our orders? I've sent 3 emails,' one wrote alongside three crying emojis.
'Can I please have some order info from two dresses I ordered a month ago for graduation?' another asked.