Australian brand issues apology after weeks of complaints
The retailer, founded in Adelaide by Georgia Wright and Huayi Huang, has been the subject of scathing criticism from customers who claimed the brand had not responded to inquiries about missing orders and 'extreme delays'.
In their official statement, Wright and Huang apologised for their lack of transparency in a seven-slide carousel posted to Instagram.
'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.' Peppermayo is a womens clothing brand based out of Sydney. Credit: peppermayo
The statement comes just days after the founders hosted a VIP trip to Coachella for a group of social media influencers.
The company's Coachella campaign coverage on TikTok shows models dressed head-to-toe in the retailer's newest arrivals as they pile into a Peppermayo-branded Mercedes G-Wagon and sit courtside at an NBA game.
But, the comments section reflected recent customer dissatisfaction as users with queries and scathing criticism dominated engagement.
'WHAT ON EARTH ARE YOU GUYS DOING?! stop ignoring us!!!! What do you think is going to happen? We aren't going away! You can't keep taking orders and pretending like we don't exists wtf!!!' one customer jabbed. A TikTok posted by the brand shows influencer Ami Charlize getting into a Peppermayo-branded Mercedes. Credit: TikTok
Wright and Huang addressed the spike in negative feedback during Coachella, explaining that the campaign was planned in advance.
'We understand that seeing our recent Coachella event may have been upsetting during this period. Please know these campaigns were planned months in advance.'
The founders assured customers that their team had cleared 'approximately 85 per cent' of their order backlog and planned to be fully caught up by the end of the weekend.
They went on to explain that their decision to move their operations, which are based in the United States, caused the backlog and offered free express shipping to customers for a month as a 'small way of making it right.'
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