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News.com.au
30-04-2025
- Business
- News.com.au
Aussie brand Peppermayo finally apologies after delayed orders
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 '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.
Daily Mail
30-04-2025
- Entertainment
- Daily Mail
Aussie fashion brand forced to issue grovelling apology after influencer-packed Coachella campaign - as furious customers threaten to boycott the company
A popular online clothing brand has been forced to issue a lengthy apology after disgruntled customers unleashed on its recent Coachella campaign. Peppermayo, a Sydney-based company that ships globally, has been hammered with criticism from shoppers in recent weeks and finally addressed the backlash in an Instagram post on Wednesday. Many customers claim their orders haven't been shipped despite being bought weeks and even months ago, while others claim their refunds are yet to be issued and are receiving no communication from the brand. Recent videos posted to the brand's TikTok showed influencers wearing its clothes to Coachella, including Love Island UK stars Lucinda Strafford and Sophie Piper. Other clips showed models strutting poolside in California, dancing to festival acts, piling into a Peppermayo-branded Jeep, and sitting courtside at an NBA game. The posts did not go down well with customers, and the comments quickly became filled with shoppers demanding to know where their orders were. 'The outfits are cute, too bad not everyone is getting their orders,' one said. 'So many people are waiting for the stuff they ordered. Maybe fill those before making silly TikToks,' wrote another. In the comments of Peppermayo's TikTok showing models in their clothing, customers requested explanations on where their orders were 'Instead of giving dresses to influencers may we receive the dresses we paid for? Mine still hasn't been shipped,' wrote another. 'Sending influencers to coachella while all our orders are in ORDER is wild! Thank you for letting us know that we are valued,' one said. '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!!!' another commented. The brand responded to many of the comments by telling each customer to 'send us a DM and our team will look into your order' followed by a love heart or kiss face emoji. In an official statement this week, founders Georgia Wright and Huayi Huang apologised for the delays. 'We understand that seeing our recent Coachella event may have been upsetting during this period. Please know these campaigns were planned months in advance,' they said. '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 brand's statement cited 'macroeconomic factors' including Donald Trump's tariffs, as well as internal technology challenges as causes of the delay. Peppermayo's founder Georgia Wright and Huayi Huang posted an official statement on social media on Wednesday apologising to their customers about the order delays It said the backlog is due to be cleared and the supply chain issues have been stabilised. The statement also acknowledged there was a lack of customer service staff to address complaints, but said more employees have been brought on. The founders said 'as a small way of making it right' they were making the 'gesture' of offering free express shipping for a month from May 5 to the US, UK, Australia and Canada. However, some customers were left unconvinced by the apology, with some claiming they were still waiting on orders from months ago. Others told prospective shoppers to 'boycott' the brand altogether. 'Rather than offering 'free express shipping' on future orders, focus on the issues within the CURRENT orders that have been delayed,' someone said. 'Customers have lost their money on shipping and return fees, and their time.' Another said: '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?' But some were appeased by the apology, saying in a comment: 'We love a company that takes accountability'. Peppermayo describes itself on its website as a 'Sydney based fashion biz with a diverse, trendy, female customer base'. 'Over the last two years, their focus was to market their exclusive, in-house designs as the go-to outfit, suitable to women of all sizes,' it reads. 'Rapidly becoming their signature aesthetic, Peppermayo has become the hot new destination to shop all the latest fashion must-haves. 'As they continue to grow, so does their commitment to reduce their environmental impacts with the use of biodegradable mailing bags and recycled paper swing tags.'
