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.
Fashion brand Peppermayo saw the comments on its social media flooded with complaints from customers asking where their orders are (Pictured – a model in Peppermayo clothes)
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.
One customer commented on a TikTok video of influencers at Coachella in Peppermayo saying the brand should fill the delayed orders ‘before making silly TikToks’
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.’
Its Instagram page has 1.2million followers
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