Piper Lou Collection
reviews and complaints

I placed 3 orders between 11/25 and 11/27. They were all Christmas gifts

I reached out on 12/18 asking when I could expect my orders. On 12/19 I was told they placed in in 911 status. On 12/20 I received notice that it was dropped at the USPS where it still sits.

On 12/28 I received 2 emails stating my other order had shipped. I received 1 order today 12/30. (It is a huge disappointment as the lettering blends into the color of the cup so unless you are looking closely you can't see it.)

After further investigation those 2 emails were for the same order. I have no idea where my other 2 orders are.

My account was charged $200! for NOTHING! I did not place any orders yet my card was charged! Called customer service and they dont even have a billing department, or shipping dept! i asked to be connected to some one who can help, the rep said that they are the only ones who can talk to shipping / billing, she said she can provide me with an email. When i asked her for an email she said she didnt have one to provide. SCAMM!

I ordered 5 tumblers with a buy 2 get 3 free promotion. The cups looked okay, and it took a while to receive them. My biggest complaint is that they do not keep beverages hot. I wanted to carry these to work. These tumblers didn't even keep the coffee warm for 2 hours. My less than $10 cup from Walmart keeps my coffee warm for almost 4 hours. Cute, but not worth it.

I placed an order on items that were ON SALE and BOGO. No special order. Thought I was buying something in stock. I placed my order on Tuesday 18 Apr and on Monday 1 May my order on the piper lou web site says it’s still unfulfilled. I contact customer service and they said: Order processing time - it ships in 7-14 business days, from the date you placed your order - weekends and holidays are not included. Whaaaat? Seriously? Where do it say 7-14 BUSINESS DAYS? Terrible. Want to give piper lou Christmas gift? Order it now! So sad.

I have been ordering from Piper Lou for years. I stopped ordering shirts because the last shirts I ordered, in February, was not the same quality as years past. The new shirts are paper thin and shrink easily.

I placed an order for a personalized tumbler on April 1st. This was to be a gift for my friend's birthday. Received the tumbler yesterday and line 3 does not match the order confirmation or receipt received with the order. I immediately reached out, advised that this was a gift needed for this weekend and sent pictures of the receipt as well as of the tumbler. They re-ordered, made no attempt to rush - told me it will ship in 7-14 days. Again, I advised of my frustration. They said I have to wait 7-14 and offered no compensation for the inconvenience, as a result of THEIR error. Customer service and quality has really gone down hill.

If I could give zero stars I would. I ordered a cup from piperlou as a Christmas present and when received it was not what was pictured on the website. The design could not be read at all. So I asked to return or exchange it. After a month of trying to contact customer service, I was finally given the link I needed. Picked a replacement and sent the original cup back with the label provided. Was told that as soon as they received the cup they would send the replacement out. WEEKS went by and nothing. Checked the tracking info and piperlou received the cup 2 weeks earlier. So clearly they planned on just keep the cup and not giving me my money back or sending me a refund. Sent MANY emails again for an update and they didn't even know what I wanted as a replacement. Confirmed AGAIN on the size and design and they said they would get right on it. MORE WEEKS go by and nothing. Had to reach out again and the cup still hadn't even been made yet. They assured me that they would expedite it and would let me know when it got sent out. I received no update or confirmation. Just received my replacement cup and they sent THE WRONG ITEM. Completely difference size. This whole process has been a disaster and beyond frustrating. The customer service department of Piperlou is TERRIBLE. All I heard over and over were lies and fake promises. Very disappointing.

Horrible customer service. I ordered tumblers as gifts for 6 adults for a vacation trip. I ordered on June 3rd for a 10-14 day delivery as we were leaving on the 19th. It was close so I followed up with an email to make sure I would receive the cups in time and made them aware that I would need them no later than the 19th and if that wasn't possible, please cancel the order. 3 days later, I received a response that they were checking the status. 2 days went buy and I emailed them again to check the status and again let them know if the tumblers wouldn't arrive in time, I would like to cancel. 3 days later, I got an email with tracking information that they had shipped and were scheduled to arrive on the 20th - to my house where I wouldn't be because I was on vacation. Had they responded in a timely manner, I would have gladly changed the ship to address to our vacation rental so we could have received the tumblers. But the response time is horrible and rude. So I came home to almost $200 worth of tumblers which I can't even return because my order status is still listed as 'pending'. AND I didn't receive my 25% discount which I also asked about when I noticed the charge was higher than expected. Again, no response. I would keep the tumblers because they are cute but they say Piper Lou on them and I don't want to promote this business in any way.

It seems I have the same issues with my order, it was ordered on Sept 21 and I was told 7-10 days. I started emailing them and I have all of the email threads telling me its 7-10 days and then items were out of stock and Fed Ex maybe slow due to Coronavirus (which I understand) but then they sent me an email saying my items have shipped and gave me a tracking number on Sat 10/3 , i have been checking on the shipment and Fed ex says that only a label has been created my items have not shipped. I sent an email asking why they said my items shipped and the response was this...
... Hey ***,

I understand you want to check on the status of your order.

I checked on it and it looks like our warehouse has created a shipping label for your order in advance. Our normal turnaround time is 7-10 business days so, your order is still being processed and it should be picked up by the delivery company once it is done processing.

Please continue to monitor that tracking info and it should show progress after the 10 business day processing plus 5 days for the delivery company to pick up. If not, please send us a message so we can contact our warehouse for any error or stuck shipment.

Thanks for your understanding.

Regards,
*** ...

Again telling me 7-10 days. I do not trust this company 1 bit and i believe they should be investigate

I ordered an item specifically for 2020. The picture clearly showed the print. I ordered it online, changed the color and opted for the smaller item. Did not give me an option to view so when the sale was processed - it showed me the wrong picture (I ordered orange/small and it pictured pink/lrg item with a generic saying without the 2020 wording) I knew this was going to be a problem if it arrived wrong so I took a screenshot of the finalized transaction.

I never received a confirmation email of my order and I contacted via email saying the order was wrong. My item arrived and it was corrected to the orange color and size but the wording was missing 2020. The packing slip that arrived did match the item in the box but this is NOT what I originally ordered online. They made up a new slip! I showed them the picture and they wanted proof of what I saw online and ordered. (um, who does that folks - do you take screenshots of what a company is advertising in case they dupe you into pawning off their generic inventory?)

Classic bait and switch scam.

I tried to return but they wanted to charge me over $10 for their mistake! There is nothing stating this on their return policy (you wont't know this until you try to return it!)

Very disappointed in the company. Spent the whole day back and forth trying to resolve this sending proof and nothing. Was my small $30.50 worth it? I was going to order more because I was looking for gifts for family/friends to help commiserate this *2020 ***show and they just piled on more ***.
Thanks- Bless y'alls heart- but no thank you.

This business has the WORST customer service I've ever encountered. I placed an order in July 16th and got a shipment notification in July 21st. Several weeks and (nice) emails later I still hadn't received my order and was just getting excuses and the run around. Then I started to ask for a refund and was told no because they couldn't cancel the order due to it already being shipped but there was no shipment updates other than the initial label created on the track my order email. When I threatened to involve the Complaintsboard.com they miraculously got my order actually shipped. I was told I could refuse the order and itd go back to Piper Lou and I would be given a refund. WRONG! Never made it to them I assume. Finally found a dissatisfied piper Lou customers page and found an email to get help because I was being ignored by their customer service people and blocked from their actual Facebook page. I asked the new email for a refund but instead they remade and reshipped my order. I received the 2nd made order the 21st of September and the 1st made order again a couple days later. They threw in some freebies in the 2nd order for the shipping problems I had to deal with. The products were in good condition for the 2nd order - each was packed in its own individual box. The products in the 1st order were barely wrapped in bubble wrap and were almost all damaged. DO NOT ORDER FROM THIS COMPANY! Wish I could give negative stars. I'd really rather have my money back than use their products - which I ordered for presents - and be out there advertising for them but with everything else I've already been through I'm not sure it's worth it.

ORDER ***: On May 3 I placed an order for a Mother's Day gift. Today is May 27th and I still have not received any shipping information. On May 12th I reached out to Piper Lou and the company rep responded informing me they had up to fourteen business days to ship the order. Fourteen business days would have been May 20th. I patiently waited and on May 23rd again inquired about my order. On May 24th I wrote again informing Piper Lou that I wished to cancel my order. At this point I was told that because my order had been placed more than 24 hours ago that was not possible. Piper Lou said they were refunding me 10% which is not acceptable. I have been more than patient and at this point simply need the order canceled and a full refund. I should have done my homework and looked at all of the negative reviews for this company before ordering from them. My order is NOT personalized as I chose one of the sayings their website provided so there is no reason my order cannot be refunded. In addition to email correspondence I have attempted to call this company numerous times at all hours of the day, NEVER to reach a live person. The recording answers and says a lame "HEY HEY HEY you've reached Piper Lou" At that point I was instructed to press one for customer service -- THAT HAS NEVER WORKED. I get a recording stating they don't understand my response or something like that. The website states they are open from 9 a.m. to 9 p.m. but I've tried all hours of the day and no one ever answers. IF they were a reputable company they would have refunded my money by now. PLEASE BE CAREFUL AND DO NOT ORDER FROM PIPER LOU I believe this to be a scam website.

I ordered on December 4...only after I CALLED and asked what their time frames were for shipping. I was told 7-10 days for receipt. It's December 22 and all I know is that my order still hasn't shipped. I have called and chatted numerous times...AND I got this amazing info from the staff that my order hadn't shipped. You can see that on their website. You can reach someone by chat...but they can't help you. All they can tell me was my order hasn't shipped...again info available on the website. You most likely will have to leave messages to get to talk to someone...which aren't returned properly. I think I was around 4 messages with 1 return call. On that return call I was told my order was complete but waiting for shipping. I was told my order would be marked urgent...like that did any good. The one time I did call and had a person answer I asked to speak to management (this was on Dec 18)...of course there wasn't one available...so I was told a manager would call me back. Still waiting for that call. Bottom line is...I was lied to about their shipping/receiving timeframes, customer service is non existent, it's apparent that ownership/management could careless...they have my money after all...and 18 days after placing my order I know nothing more than they day I placed it. This a great example of why companies fail...over promise, under deliver...not give a care about the customer and by the other reviews here and my personal experience operating in this manner is the rule not the exception.
I have given this company a good 6 times to communicate with me...I even left another message yesterday (that hasn't been returned)...but as their actions prove the customer doesn't matter...
Buyer beware!

September 3 - Order *** placed and my credit card was charged $41.46

September 11 - email received stating order had shipped via DHL from Clayton, NC with tracking number *** with a handoff to USPS via tracking number . DHL status stated "en route to DHL ecommerce center". USPS stated "USPS currently awaiting package"

September 22 - emailed *** for status update as no tracking information had changed. Later that night I received a response from *** stating they would check with fulfillment and that I could track via a new DHL tracking number that stated it originated in Mesquite, TX.

September 23 - emailed back to express my confusion about the change in tracking and origin location. Later that night I received a response from *** stating that the second tracking number I was given was wrong and he would check with the warehouse to see why the shipment was stuck. I emailed back again to state that I needed to know ASAP because the items were for a gift this coming Saturday (this was Wednesday night) and needed to find another gift if this wasn't coming.

September 25 - emailed to say I had received no further updates as I was promised, we were three weeks beyond order date and I no longer needed the items. Requested they cancel the order, refund my card, and take my name off their mailing list.

September 26 - received a response from *** stating the warehouse was looking into the issue and I would receive an email with updated shipping info. I emailed back stating the birthday party was over and I no longer needed the items, and I was done with the run-around I was getting. Again, I told them to cancel the order.

September 27 - received a response from *** stating they couldn't cancel the order because a shipping label had been created and it had been fulfilled. I responded back that the order had NOT been fulfilled because the shipping information that had been out there since 9/14 STILL stated "awaiting package".

Very disappointed! I have emailed, called and had a live chat to no avail! Ordered on November 15 and it's now Christmas Eve and I have nothing of the $120 they got from me! I believe they need to put the energy they put into marketing their business on social media into producing and shipping the merchandise! This is the last chat I had with them and have heard nothing in response just as I presumed would happen!

***n, 12/21 01:18:48 pm America/New_York

Hi. How can I help you?

Visitor 01:18:48 pm

I'm inquiring about my order that still hasn't left the facility! I need to speak to someone ASAP about this situation! Order # ***

You were transferred to ***
01:19:27 pm

Visitor 01:19:55 pm

I preferred on November 15
*ordered

*** 01:21:28 pm

y I have your name and email associated with the order so I can check?

Visitor 01:22:19 pm

N***

*** 01:22:51 pm

Thank you!
One moment, please.
Thanks for waiting!
I have checked the recent escalation. Here's what I'm going to do. I will do a follow up on this and make sure to tag this as URGENT to be prioritized. Just give me a few minutes to work on this, please.
Apologies for the long wait.
I have sent a follow up. Please expect to hear back via email. They usually get in touch within 24-48 hours during weekdays. But no worries, I'll mark your concern as urgent so you can receive updates/feedback ASAP.
Anything else you would like me to take note of?

Visitor 01:35:51 pm

I have been in contact multiple times and I've had the same response that it would be marked urgent! And then no one follows up with me! I've been extremely patient and I'm so upset seeing that they got their money and I have nothing. I know you are doing your job so please don't take my frustration about this personally I just will no longer do business with this company and will report to Complaintsboard.com:(

*** 01:37:20 pm

I know and I understand your frustration. I would also feel the same way if this happens to me.

Visitor 01:37:36 pm

thank you for your help, unfortunately I don't think this will resolve the situation:(

*** 01:37:38 pm

I will do my best to follow up on your order.

They have horrible customer service and once you ask for a refund, responses stop. I ordered two tumbler cups on 04/23. I received them on 05/05. When I opened the box, I received two cups I did not order, but the packing slip showed that I did order what I wanted correctly and they sent the wrong cups in error. I promptly sent an email including a picture of the packing slip and cups that I received. I did receive a prompt email the next morning that I would get the cups I originally ordered and to allow processing of 5-7 business days. On May 30th, I inquired about the cups again as I had not received them or received shipping updates. Again, I received a fairly prompt emailing saying they asked for an update directly from the warehouse. I never heard anything after that. On 06/04, I emailed asking for an update and was emailed a response the same day that it was awaiting shipment. June 16th, I emailed because I still hadn't received shipping updates or the cups themselves. I expressed that I was frustrated as it had been more than 6 weeks. The next day a response came in saying they apologized for the delay and it was unusual that the replacement hadn't been received yet. On the 19th, I asked for a refund because I was over waiting. On the 22nd, I got a response offering a 10% discount to save my order and if not they would refund right away. I responded the same day (06/22) that I appreciated the discount, but I wanted the refund. No response after that. I emailed again on 06/25 saying I wanted a refund. No response. Yesterday, on 06/26 I said I wanted a refund yet again and mentioned not getting responses once I asked for a refund and that I would be looking into disputing the charge with my card. I received an email later in the evening telling me I wasn't being ignored and then they provided a shipping update. The irony is they printed a shipping label to prepare the cups for shipment two days after I asked for a refund. I don't want these cups at this point. I want my money back. This business has terrible customer service and I am more than disappointed. Each response came from a different customer service representative as well. I'm beyond frustrated and I want a refund. They can keep the cups.

Wish I could give them a zero star instead. I placed an order July 10th that included 8 tumblers and a few other items for a girls trip. I figured I'd have everything within 3 weeks max as a worst case. 18 days later, 4 phone calls later, and one online chat later, the order says unfilled and paid. Yes, they had my almost $200 within minutes of the order being placed but each time I called, when I had enough time to cancel the order and order off *** to ensure my items would arrive on time, they told me "oh well your order is complete. We were waiting on the glitter tumblers to be in stock. They are in stock now. You'll have your order in 3 to 5 business days." That call was on Thursday, 7/22. I called again Tuesday, 7/27 because the order was still being shown as unfilled. I told the rep I was going on a girls trip and I obviously didn't want to get stuck with 8 tumblers after the fact and would want to cancel the order, being humiliated with my friends because I was the one organizing the travel goodies. Well the rep tells me "your order is in packaging and you'll have your tracking # within 4 to 6 hours." I thanked her over and over and then waited for the tracking #. That call was around 1030 est. Well Wednesday, 7/28 I called again because the order still reads unfilled, and this time the rep read off what sounded like a prepped scripted about me being emailed once items have shipped, that they could begin an escalation process etc. I absolutely lost it. I was like you guys have done nothing but lie to me each and every time I've called. The rep said they were waiting on the carrier to pick the package up but had no idea when that would be. I was told my item was coming USPS, which I'd assume a postal carrier comes daily, so I know them having the item ready supposedly for 2 days is false. Meanwhile, at this time 19 days after placing my order, as of July 29th, the order still reads unfilled. I'll be calling them again today. I literally feel like my money has been stolen at this point. Worse part I'm humiliated that I was in charge of ordering gifts for this girls trip and have been stressed non stop about the process and delivery methods PiperLouCollection uses. The lying about having items ready to ship so that someone trusts them enough not to cancel their order is wrong on so many levels.

I ordered on Black Friday (11/26) and after not receiving my items after a few weeks, I began contacting customer service via the chat. I have chatted with 4 separate agents and have been given every excuse from COVID-19, to custom orders, to being very busy because it is the holiday season, etc. I have also been told by two separate agents that I would receive a call from customer service within 24-48 hours and never did. I was told that "we will make this right" and no one did. One agent told me my items would ship 12/14 and then I received a congratulations email stating they shipped 12/21 and once it was trackable, the delivery date was 12/29. ARE YOU KIDDING ME? Well, surprise, I received them today (12/28), but seriously, this is unacceptable. I am tired of excuses and nonexistent customer service. The agent told me today that Customer Service is on a delay...what? The reality is this, my Piper Lou order was the first order I placed and the last I received of all my holiday shopping. I had gifts in that order that needed to be shipped, but as I was waiting, I ended up having to pay more shipping to send out my packages without the PL because I after waiting for it to arrive, the timeline was getting too close to guarantee Christmas delivery. I purchased a Christmas themed hoodie for myself and not only did I not get it for the holiday timeframe-its not like I am going to wear it after the holiday. To add insult to injury, it is horrible quality. The 'custom' order that takes so much more time is disgraceful. It is faded, and the color of the hoodie shows through. It looks like it has been washed 1000 times. I am a graphic designer and this type of work is appalling. The quality of the printed design looks nothing like the design on the website. I want to know why no one seems to care about my business? I want to know why no one has made one effort to contact me a make some kind of effort to rectify this experience and try to maintain my business? Are customers disposable? There are so many unhappy people who have posted all over social media (PL affiliated sites) about similar experiences. It is not unreasonable to think that in a world where there are numerous options to purchase items like these, you would want to be better than the rest. This has clearly not been the case and not only does it make me angry, it saddens me as I have gifts that are late and need to be sent (at an additional expense to me) as well as the hoodie I normally wouldn't have spent the money on as I can create it myself, I splurged to save my self the time and effort. This whole experience has been mortifying and quite frankly, I don't think Piper Lou cares one bit.

My experience with Piper Lou was without a doubt, hands down the absolute WORST experience I have ever had, and can confidently say I ever will have as a customer. This company is an absolute joke and it is mind-blowing that they are even still in business. DO NOT WASTE YOUR TIME. I attempted to place an order on Piper Lou's website on 12/15, however the charge did not go through. I spoke with my bank who informed me that the charge was being reversed by the merchant, Piper Lou. I contacted Piper Lou who informed me that I could send an email with my order (the products I wanted, any customization, and the shipping addresses) so that they could send me a manual invoice. I sent my first email on 12/15. Upon no response from Piper Lou I proceeded to follow up (in writing) on 12/17, 12/20, 12/21, 12/23, and 12/30. There were also several phone calls over those two weeks to further my attempts to contact Piper Lou. Finally, I received an email on 1/1 asking me for the Order ID. As any person who can read would know, I had not yet received an order number because I was trying to place the order via email and received zero response. Regardless, I stupidly re-sent my order via email on 1/5 and was sent a sample invoice (strange) on 1/10 for approval to which I approved asked the representative to not delay this any further. I of course did not hear back so I followed up on 1/13 and 1/14. On 1/14 I decided to call and to my surprise I was connected to someone. I immediately asked for a manager to which I was told there were none. Initially, the representative could not find ANY of my emails so I re-sent it (as well as the entire thread) which she miraculously received. I stayed on the phone with her for THREE HOURS AND TWENTY MINUTES because I could not trust this company to process the request without supervision. She proceeded to send me 13 invoices through the company's website. I asked if she had remembered why I submitted my order via email in the first place (issue with the website not taking my card) and she said no. So after three hours and 20 minutes, I could not pay the invoices because the website again reversed the charge so we essentially got nowhere. I told the representative to forget it and that I would be working with another company who was not borderline fraudulent and actually competent of doing very basic business. She pleaded me to give them a chance to fix it and that she would send a new invoice by the end of the day. I told her that I knew she wouldn't, and how she should be embarrassed to work for a company as incompetent as Piper Lou. To absolutely nobody's surprise, I never received any additional communication from Piper Lou so I cut my losses and moved on with my life after a month of being lied to and yanked around. Again, if there is one take away - DO NOT WASTE YOUR TIME.

Similar to other complaints read here - someone needs to investigate this company and concerns being shared about this business. Several customers are complaining on Complaintsboard.com, social media, to their 3rd party chat and customer service inquiring about their orders and the dishonesty of the company. Their website falsely advertises and uses misleading information. I'm sure to attract new customers like myself, but when they can't manage any fulfillment volume in queue, properly service their current orders, or communicate accurate information, myself and several customers feel lied to on more than one occasion when contacting Piper Lou's team. This was my first and last experience here. Stating my order had been shipped and expedited when it's not even processed 3+ weeks later, missing key holiday events for the many, when you clearly state shipping expectations from your website differently, that is one issue; but the constant follow-up and continued dishonesty about my 11/28 order, the demonstration for their lack of concern, care, or urgency to a $400 order is why I'm reporting it. I doubt I'm seeing my money back or order this week without reporting it given the continued hassle, so want someone else involved. I've never felt so convicted to report/review a concern about a company. I don't want to wish ill-will, but I hope in sharing this review it helps other buyers choose more wisely and steer completely clear from the hardship this issue has caused myself and many at the holidays. Piper Lou... you simply cannot lie to customers and expect to sustain a healthy business model. Then have your social media posts demonstrate complete ignorance and lack of empathy while several orders aren't processed with back-handed references like "it's a throat punch kinda day", making customers feels those are directed to them when we have all been waiting weeks for the outstanding orders YOU committed to in complete negligence. If someone was honest and said from onset that my order was delayed from the expectations, that's understandable. Instead, your company choose to manipulate several times in my follow-up, over promise/under deliver, be dishonest, and leave myself and others to scrambled when I ordered on your Black Friday, 11/28 specials (or earlier in reading some cases). I asked for overnighted shipping in the escalation recently which didn't seem to be an option per the rep. At this point, I'd take a phone call with their leadership team in both an apology that actually felt authentic, and help them understand how operations work in a pandemic, especially at the holiday time on tight staffing. I'm disappointed, and just want a factual response about my order and "why" this occurred, but I have zero trust as a new customer, so I'm canceling at this point and now left scramble for new gifts locally tomorrow. Thanks Piper Lou.

If I could find anywhere else to leave a review I would, but there isn't. I am so *** at this company for their lack of customer service/support and the inability to handle customer orders appropriately. All of the reviews here are spot on in that they make promises they can't keep. 2 Stars b/c their products are actually cute, but Customer Service deserves 0 Stars, Shipping 0 Stars, Receiving your oder in a timely manner -5 Stars.

I placed my order on Dec 4th for 1 cup, 1 upgraded lid, and silicone straws as a Secret Santa gift for my coworker. Our party was on Dec 18th and ofc, I didn't receive the order by then. I had a feeling it wasn't going to arrive on time when I checked the website and I reached out to find out about my order and decided to update the address when I talked to a customer support rep online. I did this sometime around Dec 9th. The person I spoke with online told me they could do this and said someone would reach out to verify. Well, no one did. Mind you, when I go online to check I see things like order by XXX and receive by Christmas. Are you serious?!?! I ordered on Dec 4th and STILL don't have my order. My SIL ordered on Thanksgiving Day and she STILL doesn't have her order. Why in the world are we advertising receipt by Christmas when people who've ordered long before Christmas haven't even received their orders.

The week of our Secret Santa party is here and I'm mildly panicking and I reach out again for a status update and verification the the address was changed. Once again, they tell me a customer service rep will reach out to me.Surprise...this doesn't happen again. It's obvious my Secret Santa isn't getting her gift on time and I've made peace with that and smartly got her something small so she can at least have something. I call Piper Lou to try and get ahold of someone and end up going to voicemail after a 2 minute wait so I decided to email them. I asked if they updated the address like they said they would since no one reached out to me and for a status update since their website doesn't show any of this information. Imagine my surprise when I got an email back on Sunday that answered 0 of my questions and basically blamed Covid. Ok, we get it. Covid has effected a lot of people, it's on your website, I've literally read everything you just told me on your website and still have 0 answers on if the shipping address was updated and when I can expect my order. So I gave some push back.

This morning I get a lovely email that my order has shipped and guess where it's going? Not to the updated address I'll tell you that. I'm just like are you *** kidding me! I am so over this company. In fact, 1 star. I'm giving them one star b/c that's how *** I am. I also just received an email apologizing for not answering my questions, they looked into my order, and they showed the shipping address that I didn't want the order to go to. Their warehouse already created the shipping label and my order is waiting to be picked up so nothing can be done. Funny b/c something could've been done on Sunday when I got an email that didn't address this address issue OR the other two times I reached out before then when my order hadn't been shipped. What is wrong with this company?! Having a cute product doesn't matter if you can't get it to your customers and/or have a terrible customer service team. If this wasn't a present I would RTS and dispute the charge b/c that's how much I don't want their stuff anymore. Like who runs a business like this. Your customers are pissed yet you still have time to go on Facebook and act like nothing is wrong.

On 12/8 I placed an online order at Piper Lou, with an estimated ship out time frame of 5-7 business days as stated on their website - order #***. After not hearing about a shipment or tracking number I contacted a customer service agent via their online chat option via their website, which I have come to know are just a third party hired out who can basically do nothing. This said rep told me that it actually takes 7-14 days to even process my order. Immediately I informed them that their website is misleading and needs to v updated to specify that. On 12/16 I decided to cancel my order and find something local I could order as these were for a Christmas present, and it was becoming very obvious my order was not going to be processed, let alone shipped, in the original 5-7 days they promised. When I reached out to an agent again, they told me I had to email a specific account to cancel my order - ***com- which I did, and received an automated response saying someone would get back to me within 24hours. It has now been three days, and I have emailed them multiple times with no said response. I even contacted an online chat agent again to query this, and they asked "what email did you send it to because I'm not seeing any communication between you and that department"!? So either they are offering a bogus email account to satisfy peoples intention of cancellations and refunds with no actual intent or option to do so, or they're just completely ignoring and disregarding my request. According to the agent I spoke to on 12/16 (before emailing requesting said refund/cancellation of my order), my order had not even been processed. There is absolutely no reason as to why they cannot refund me in full and cancel my order. I have not received any goods. Every "agent" I have spoken to has been unhelpful and have just given me the run around. I even called the customer service number and left a message-no one has called me back.

Incorrect & Incomplete Order I placed Order *** on the 7th of September. This order included 6 items in total. On the 27th of September, I received the order in which Piper Lou said it has been completely fulfilled. The order contained 5 items, 4 of which I had ordered. One tumbler had been omitted from my order and another tumbler had been placed in my box incorrectly. Upon receipt of my order, I immediately contacted customer service, noted that I had only received 4 correct items in my order and that it lacked 2 tumblers that I ordered. I included photos with my message to customer service. I also noted that the tumbler I received erroneously could be returned if they would like. It took multiple emails to acknowledge that my order was missing one item and they've yet to let me know how to return the item that I received in error. That item is still sitting here in the box awaiting instructions. We went back and forth for a few days and they finally conceded that one tumbler was no longer available in the original color I requested. I selected another color. Upon selection, they informed me they were sorry for the mix-up and that would immediately put my order in-line for fulfillment. They noted I would receive shipping confirmation when it was fulfilled. That was on Sept 30th. I paid for this order on Sept 7th. I purchased some of these items for a mid-October birthday gift. Clearly, that's come and gone. Customer service won't even respond to my requests for an update any longer. I have tried to be respectful and polite as I recognize these are crazy times. A little courtesy and transparency would go a long way in changing this customer experience. Simply ignoring me and not communicating after you've taken my money is not acceptable. Just answer my emails and fulfill my order. At least be kind enough to keep me updated on the status. I'm so disappointed with this whole experience. This was my first order with Piper Lou and it will likely be my last.

I placed an order with Piper Lou Collections on 11/26 during their Black Friday Sale, because the site said shipping 5-7 days. These items were stock, no personalization and were 5 Christmas gifts. When they weren't shipped by Dec 6 I called the company. I was told they were "in production" and would ship by 12/10. I told the representative that I needed them by 12/17 and if I wasn't going to receive by then I wanted to cancel. She said she saw no reason why I wouldn't receive by then. Well I didnt. I chatted with *** online on 12/17 and she said she would request my items to be sent priority and I would receive by 12/22. I reluctantly agreed although I felt that all orders from 11/26 should be sent that way anyway because of the false advertising of shipping 5-7 days. On 12/18 I received an email from Piper Lou that my order had "shipped" *** priority and I'd receive by 12/22 in time for Christmas ( like they were doing me a favor). So I trusted them and did not buy replacement gifts. Well I didn't receive my order on 12/22. I called *** and they couldn't find my tracking number! So I called *** in Clayton NC - and was told that Piper Lou notoriously tells customers that orders were place when they had merely created a label, then they hold the packages for days or weeks before calling for a pick up which is what they think was happening with mine. So my package of Christmas gifts that Piper Lou told me I would receive by 12/22 was still in their warehouse on 12/23. Needless to say I had to run out and find replacement gifts spending $124 addition money on Christmas gifts &I still don't know where my PL order is! I called to cancel and get a refund but they won't do it because they said it shipped even though *** still shows it as pending. Piper Lou representatives misrepresented the truth - no they flat out lied to me on several occasions and now I have $97 worth of Christmas items somewhere - but a month after ordering them, they're not with me

Never received my order, Customer service ceased to respond to my inquiries I placed an order, and my credit card was charged $113.89 on 05/09. I realized there would be a delay in shipping due to current events, but was anticipating an arrival before a scheduled event on 06/04. I received noticed that my order would be delivered to me on 05/26, however on 05/23 I received a box at my home. This box was addressed to me and had my order number handwritten on the outside (#***) however its contents were NOT my order and the packing slip included was addressed to a customer in Fayetteville, Arkansas. I immediately contacted Piper Lou via email and the response was that I should just wait it out for a few days to see if my order arrived and that they would "put in for a return label" for the package I received in error. After investigating further I realized that my order was likely going to the person I received contents for as her order was #***. So I emailed this additional info to PL, but also reached out to this customer via Facebook to tell her to be on the lookout. Piper Lou responded at that point and said thanks for the update, but that they had received confirmation that I had gotten my delivery. NOT TRUE... I got A DELIVERY but it was not mine! Piper Lou also responded on the *** message to the other customer that they appreciated us customers stepping up and fixing the error ourselves, and to be sure to submit shipping receipts for deliver reimbursement if we were just going to mail the boxes to one another. The other customer and I have both reached out to PL since this, to let them know that she did NOT receive my order, but we are now NOT getting any response. I sent an additional email the evening of 05/26 and TWO emails on 05/27 and have received zero response. This morning I took it upon myself to ship the other customer her goods so that she could at least get her product, so I am now out an additional $33. This is hands down the worst company I have ever dealt with. They had a sudden popularity and they clearly cannot handle this business.

Order was never received and provided tracking was faulty. Multiple follow up emails never resolved issue. I ordered a single 20oz tumbler for a friend's birthday on 07/15 (Order #***) with shipment confirmation via DHL emailed on 07/21. The tracking information that was provided in the shipment email was not a legitimate tracking number. When I contacted the company reporting that the package appeared stalled in Jacksonville, I was assured that they were looking into the issue and would report it to the warehouse and send a reshipment with attached tracking at that time. I was told this on 3-4 separate occasions and NEVER received a reshipment date let alone updated tracking. I was told that a CS representative personally spoke with the warehouse and marked my shipment as urgent (much like numerous other Complaintsboard.com complaints have noted). The responses to my wishes to have a full refund have not been responded to appropriately, and all I get as far as a reply is some canned answer that they apparently tell every dissatisfied customer (which appears to be MANY). I have been in contact via email with them approximately every 5 days and now I am no longer being replied to. I paid $28.44 for a gift that I was not able to give, and my wishes for a refund and/or reshipment have fallen on deaf ears. I have since moved and have also tried to update my mailing address with them on the off chance that they replace the missing item, however this has fallen on deaf ears as well. The customer service of the company is despicable and appears to be a widespread issue. Blaming COVID and the extra precautionary measures being taken related to such is absolutely no excuse for the delay in my, and others, orders. In addition to filing this Complaintsboard.com complaint, I will also be contacting my credit card to file a fraud charge and to challenge payment. In a email this evening, I have asked that this order be completed within 24 hours, and again, no response. As a side note, I and my husband are both attorneys and do not take kindly to this type of behavior from companies who are obviously ripping off customers on the regular.

Ordered a Sparkly Black Customized Tumbler and received a tumbler that had defective etching on it. I placed an order back on December 3 and ordered a Custom Laser Etched Tumber in Sparkle Black. Per the pictures on their website of this Sparkly Black Tumbler, it shows that ALL the etching would be in white or silver and clearly readable. When I received my order and opened it, the Tumbler had its etching in black which made it unreadable against the black background. The lack of contrast between the writing and the background is no where near the examples on their website. It was not the product that I ordered AT ALL. It was my understanding, from all the photos on their website, that the etching would be in white/silver and readable on the Sparkle Black. When I called customer service, which was rather rude, they told me to send pictures of the tumbler and then they would review it and get back to me. To their credit, they did get back with me quickly, but gave me the lamest excuse. They said that the Sparkle Black cups/tumblers are not color printed and that all it's doing is revealing the metal underneath and that they have no control what the color is underneath. They stated that is the way the sparkle tumblers/cups are suppose to look. Well, that is NOT TRUE AT ALL! There are pictures on their website of customers who have the exact same Sparkle Black color that have etching that you can clearly read. And again, ALL examples on their website show white/silver etching. There is no disclosure or warning on the site that states that if you order a Sparkle Black cup/tumbler it will have black etching on it. I replied to their email and stated the above facts on 1/1 and requested a new tumbler sent out as the item that I received from them was not what I ordered. As of today, 1/7, I have not heard back from them. So much for their 24/7 customer service and making a customer happy. I have been warned about ordering from Piper Lou and now I see why. I'm so disappointed in them and their lack of communication and trying to help satisfy a customer. The tumbler I ordered is a joke as my custom etching is absolutely unreadable.

Two orders were placed over six weeks ago and there is still no delivery. Customer service is horrible and have been giving me the run around. This company has poor customer service and communication. Its been over six weeks and I still have not gotten my order. I ordered tumblers on 8/27 and paid a delivery fee for the items for birthday gifts ($47.02.) The next day, I placed a big order of tank tops 8/28 and it met the free delivery threshold ($96.22.) I waited for two weeks and sent a *** messenger message to the company inquiring about my order. On their company website the two orders were not shipped yet even though two weeks have passed. They assured me they would follow up with me and ask their "warehouse." No one followed up with me. I sent a message to them everyday that week and got the same generic message. On 9/14 they told me that the curvy tops were back ordered. I requested that my other orders be sent out first since the tumblers were placed before the tanks and I needed them for gifts. They finally send me a message on 9/16 with a tracking number. They put BOTH of my orders together! Even though I ordered them separately and paid for the shipping for the first one to get to me first! I waited patiently and reached back out to them on 9/24 since it was a few days shy of a month since I've placed my order. When I check the *** number they give me, it says it's pending. It's been pending for 6 weeks! I sent numerous messages to them from this point forward daily asking about my order and it's the same generic response. I have asked them to please ship out the tumbler and the non curvy tanks first and they keep telling me it will be taken care of but NOTHING HAPPENS. I called and called and no one answers. When I finally got someone on the phone she told me the exact same thing, "they have to check with the warehouse." I asked to speak to a manager and NO ONE HAS CALLED ME BACK YET. I have posted messages on their numerous *** ads and not a single response. This company is ridiculous and the customer service is horrendous. They take your money and do not deliver any products. They string you along with generic responses but do not deliver. Stay away!

I did not receive all of the products ordered, and have gotten no resolve with 5 phone calls to Customer Service. This company is an absolute joke with the WORST customer service possible. I placed an order order #*** on 6/15 that had 4 custom tumblers that said "***'s last fling before the ring" 1 was in white and 3 were in black. I received the order on 6/24 and upon opening I realized that I was missing 2 of the 3 black tumblers. I immediately called Customer service where they acknowledged that the order did indeed say a quantity of 3. They said that they would get the order in and have e-mail me with a confirmation in 7-10 days. On 7/8 I once again called customer service for an update on my missing tumblers (mind you they are for a bachelorette party so it is extremely time sensitive), and was told that they would be shipped out the next day and I will receive an e-mail. See the pattern. After no e-mail or communication I called again on 7/14. No one was available so I left a message and per the recording I was told that I would receive a call back...that never happened. On 7/15 I once again called and spoke with the same customer service rep that I had previously spoken to in all prior communication to once again be told that they were being shipped out the next day. Finally this afternoon on 7/23 I spoke with the same representative and got the same story. When I wouldn't accept her answer due to the history she got very defensive and said that they ship out 7-10 business days not including holidays after the request is placed. I informed her that my original order was placed on 6/15 and I contacted customer service and placed a request for the missing tumblers on 6/24 immediately after it was delivered and informed Piper Lou Collections of the problem. I then asked to speak to a supervisor or manager and she said no one was available. I was then out on hold for about 15 minutes and she said they were getting a large order out. I was then placed on hold for another 15 minutes and she said someone would call me back ( I highly doubt that due to the first no cal back). I told her that I would just like a refund for the products that I never received and she tolde she could not do that. In what world can customer service not process a refund? I was then placed on hold again for 20 minutes and then the line went dead. In my eyes this company is extremely dishonest, shady and flat out unethical. So much for their tagline "if something's wrong let us know and we'll make it right" that is a complete lie.

Refuses to refund canceled order. Will not return phone calls or emails. I placed an order on December 3. By December 21, I had not received a confirmation that the order had been shipped, so I contacted the company. The lady I emailed stated that the order had not been processed yet after checking on it. Then she stated that she would make sure the order was processed immediately. I then told her to not ship the order and cancel it because it was not possible the order would get to me before Christmas, and I had to ship out most of the order to people as gifts for Christmas, which would not arrive on time making it a moot point. They shipped the order anyways. I got a shipping confirmation from Piper Lou regardless of my previous email to cancel. I emailed again telling them to "unship" it because I don't want the order. I got no response from the lady who previously emailed me, nor anyone else in the company. I tried calling the company several times to cancel the shipment. Nobody answered my calls. I continued to attempt to call them throughout the following week. The shipment arrived the next week, at which point I contacted the company again and told them I would be shipping it back and wanted a refund. They told me I could process a refund online. I attempted to process a refund online, but the only option for an online refund is for store credit. I don't want store credit because I don't want to do business with this company anymore due to their poor customer service. I contacted the company again, which took several days of me calling them. I told them I did not want store credit. They said they would process a full refund and they would email me the shipping information. They emailed me the address to ship it. I contacted the company again. The lady apologized and said she would note my order to receive a full refund and have the return department send me a shipping label to return the items. She promised that I would hear from the return department through email. They never emailed me. I waited another week and called them again. Now they are saying that if I want my money refunded, I have to pay to ship the merchandise back to them. So, essentially the company is trying to make me pay for a refund. I explained that I cancelled the order before it was even shipped. I explained that I have been trying to resolve this for several weeks and I never get a response from them. I asked to speak to a supervisor, at which point I was told that one would contact me back within 24-48 hours. I find this very unlikely. To summarize, Piper Lou failed to process an order, shipped it after I cancelled it. Now are refusing to refund my money without receiving the order back, which they want me to pay to return.

Terrible customer service on an order placed August 10th and still have not received my items. Placed an order (***) on August 10th for tumblers for my friends, over $130.00. On August 20th, I called customer service to inquire about the order only get an answering machine, so I left a message. August 22nd, receive email from *** at Piper Lou stating that the status is already awaiting shipment. A label was created and waiting for courier to pick up. "Please know that we're a print on demand company so you'll actually be looking at 7-10 business days turnaround time after your order that doesn't include weekends and holidays." I placed another call that same day to try and reach a real person to find out how long it would take to receive it. August 22nd- received another email from *** at Piper Lou stating that due to Covid-19 things may be delayed, but my order is "currently in production." (why is it now in production when earlier it was awaiting shipment?). She stated I would receive a tracking link via email once it ships. August 24th-received email that my order has shipped.Fed-Ex tracking number ***. I checked this link for a week and each time Fed-Ex notice reads "Shipping label has been created. The status will be updated when shipment begins to travel." Sept 10th- I sent an email to Piper Lou asking "Where is my order?" Email from The Piper Lou Team (not a person this time). stating "the order is on its way but not showing any movement at the moment. Our warehouse is looking into this issue and if needed they will have your order reshipped with the same tracking number or a new one in which you will receive an email notification." Oh and (allow 2-7 business days for this to take place!) I have received no email since regarding my order! Sept 23rd- Sent an angry email to Piper Lou asking them to send my order or refund my money. Terrible customer service and fabricated stories. Their current response: "Looks like our warehouse has created a shipping label for your order in advance. Our normal turnaroundtime is 7-10 business days so, your order is still being processed and it should be picked up by the delivery company once it is done processing.Please continue to monitor that tracking info(which I just did and it is the same!), and it should show progresss after the 10 business day processing plus a 5 days for the delivery company to pick up. If not, please send us a message so we can contact our warehouse for any error or stuck shipment" Ok...so isn't that what you already did? Contact the warehouse and why does it take 5 days for Fed-Ex to pick up my package? I am so angry I can't see straight! I feel that I have been lied to and just put off because no one knows what is going on. It has been over 6 weeks since I placed my order.

They state they have excellent customer service and yet every promise that has been made to me has not occurred. I do not have my items. I ordered multiple presents for christmas on 10/28 expecting to have a delay related to covid 19. Ordered a second order 11/11 for me and received this one on 11/18. So I sent an inquire about my initial order and was told by *** it would ship with an update any day. Next day I received tracking. Awesome right! WRONG! I waited to see the progress after a week I got a review regarding my inquire so I rated low that I still did not have the items or update. Then *** responded and apologized stating he would email the fulfillment team to get an update. No answer so I emailed again same response from *** and again by***. All of this occurred between 11/28/8. So i called...you better be ready to call right when they open because if you don't good luck you won't hear back. So I got a *** and she was nice but she told me that my order had not shipped because they were out of a color. Ok deep breath not her fault. So I updated the color and asked her to have it overnighted least they can do to fix this right. She told me she would contact me once it was all approved. Two days later on 12/11 no response from *** so I called again...right at 9am. I got *** who was a little helpful she saw the update, nothing about overnighting, and no update on when my order from BEFORE HALLOWEEN would be shipped. Deep breath again. I asked her to speak to a manager. She put me on hold to get a manager and she came back on to say my manager is in a meeting but she will call you back today. Her name is ***. Well *** I never heard from you gave you until 6pm. So I got on *** messanger and messaged the issue to their page asking for someone to call me. IMMEDIATELY i got a call from ***. *** seemed helpful she apologized offered me 10% refund. I told her to put that towards overnighting my package that btw i really really want. She said she would get it urgently to the fulfillment team and I would get an update by Monday. Monday...no update nothing the tracking on the previous shipment number is deleted now with DHL but no new number or email. So i sent a chat to their online and they asked to give it 24 hrs to update. Tuesday...no update no email so i sent a chat again. They can't help me they can only request someone call me BUT i need to give that call 24-48 hours to call It has been 7 weeks now and nothing. I paid my 197 for multiple presents and now i don't have them with christmas a week away. Now I understand delays, covid, all that stuff what i don't understand is the lack of communication at this company. This is not good customer service. I am a frontline worker. I am an RN. These are presents for my friends who helped care for my daughter during this pandemic so I can work still. I don't need a pat on the back but for pete's sake can i get my items!

I ordered 5 shirts and a hat from this company in August. I received only 3 of the shirts and the hat. And have yet to receive the other two shirts. On 8/23 I placed an order with Piper Lou and on September 18th I received my package and see that I did not receive 2 of the shirts I had ordered. August 23 - Ordered 5 shirts & a hat - Order # *** Sept. 18 - Initial email regarding missing shirts. Sept. 18 - Email from *** asking for me to send photos of my order. Sept. 19 - Sent email with pictures. Sept. 19 - *** sends email stating he went ahead and put in a request for reshipment. Sept. 28 - I send an email asking for updated tracking label. Sept. 28 - *** sends email stating he checked my replactment and it is ready and awaiting shipment - and that I should receive tracking information within the next 48 hours. Reference number ***-SS-EDGE Oct. 4 - I send ANOTHER email about not receiving a tracking update which it has clearly been more than 48 hours. Oct. 4 - Receive an email from *** telling me there is a shortage of stock on the Curvy Tank in light blue. He submitted an incident report to the warehouse for investigation. Also states that they will have my order reshipped in which I will receive an email notification. Oct. 27 @ 8:03am - Send yet ANOTHER email about my order. Oct. 27 @ 9:21am - Received an email from *** telling me he investigated this and see that my replacement is STILL being worked on. Oct. 27 @ 3:50pm - Email from *** stating he received an update from the warehouse and that they are out of stock of the light blue tank. The color that is available is Chill. He said they could change the color and ship it right away. Oct. 27 @ 5:22pm - I write back asking why that wasn't an option to begin with. I did say I would accept the Chill color. A few minutes later - I emailed back and said no, I wanted to match my friends. I asked for a refund. Oct. 30 - after a few days of no response - I send yet ANOTHER email asking if anyone saw my request for my refund. Oct. 30 @2:35pm - Email from *** says she sees my order is being worked on. And she made another follow up and noticed I was on the 911 list. Nov. 4 - I write ANOTHER email saying I want my money back. Nov. 8 - *** writes back that he understands that I want a refund but they cant cancel the order at this time since a label has been created and once my order has been received I can send back my items for a refund. He sends me this link - You can track your order here: *** Nov. 9 - I receive an email asking how would I rate the help *** gave me - I wrote back and said that no one has helped me. Nov. 10 - I get ANOTHER email from *** stating that he is sorry no one has helped me and he looked into my email thread and sees that I have contacted you about my order. He says it looks to be stuck in the shipping process and he reached out to the warehouse and reported it. Then I will receive notification about my order. It is NOW November 19th and I have yet to receive ANY communication regarding my order. I can NOT believe this has gone on for 3 months.

Ordered personalized mugs. They came back wrong. Asked for refund. They said they would resend correct ones. New ones were also wrong. No refund. I place my initial order on 4/21, #***. The order consisted of 4 personalized mugs and 2 ready to go from the website. There was not a place when ordering to get two lines of text so I reached out prior to ordering and asked what to do. Was told to send order, then send the order number and what I wanted text to say(***). I received the order after doing exactly that and the text was not personalized as discussed on the mugs, however, the packing slip clearly showed that it should have been (***). One mug was also damaged. Order was received 5/5, well after Teacher Appreciation Week for which they were purchased. I contacted the company the first time on 5/9 (***) with photos of mugs, damage, and packing slip. I received an email back 5/10 stating that they would replace the mugs, but that they didn't know about the personalization (***). I, again, responded, and circled the personalization requested on the top of their packing slip, along with the original emails stating that I should place my order and then send in what I wanted printed. Each email I got was from a different person and I requested someone to call me several times- nobody ever did (***). One Sunday, May 10, after my response, I got another email stating that they would be replaced and a confirmation of the correct text for each (***). At this point, school was almost over and I requested a refund, but was told again that they would be back in time (***). I was told 5-7 days and they would be rushed. 16 days later, still not shipping confirmation (***). School was almost out at this point, so I again, requested a refund and to speak with someone on the phone to no avail (***). On May 26, an email was sent to me stating that it was still being processed (***). I then stated that I was upset and wanted a refund and a phpne call, no response. I said I would be contracting the Complaintsboard.com. I sent another email and got a response on 5/30 that they had still not been shipped (***).On June 2, I emailed as I had still gotten no shipping information (***). Received "corrected" order on June 5 and all mugs were again, the same wrong ones as before. I emailed immediately and was furious. On June 9, another different person answered my email to tell me that my original order didn't say the text (because I was told to email that after ordering).(***). This email also states, "Please keep in mind, that no exchanges or returns are allowed with any of our CUSTOMIZABLE items. If you have further questions, please let us know. Regards, *** I again responded with the original emails. I then did not receive a response until June 15 which was an apology stating that someone would call me. June 16, still no phone call. I emailed again and was assured someone would call on June 21 (***). Still no phone call , no refund, school has been out a month and I have 4 mugs that mean zero to me. Also, not response to my last email (***) on July 2.

Placed an order in April for 4 coffee mugs. I received all 4 mugs as ordered but only 2 of the mugs had the lids on them and the other two didn't Ordered on 4/18 4 coffee mugs, order number: ***. Received the order but 2 of the coffee cups did not have lids. Total order amount was $63.93, these are travel coffee mugs. I emailed the company about no receipt of the 2 lids that was missing in the order on 5/2. Quote response from the company: Thanks for writing in! So sorry to know that not of all your order was shipped and something is missing. May you be kind enough to send a photo of the item(s) that you received please including a clear photo of the packing slip, please? Then we will get your missing items shipped out as quickly as possible. Thank you and we await your response, *** Waited until 5/19 to see if the lids were shipped out and this was the response: Order #*** Replacement We apologize for the delay. I went directly to our warehouse and requested for an update on shipment info. The moment they send us an update, we will send it to you right away. Thank you so much for your patience. We will be in touch! Thank you so much for your understanding! Sincerely, *** I received replacement lids, but for wine cups, NOT COFFEE CUPS. The lids were too small and fell into the cup. I contacted the company again included pictures of the incorrect size lids on the cups on 6/13. I also asked if it was going to take me another 2 months to get the right lids. NoteOrder date verses date for missing lids. Here is my response to for receipt of wrong size lids: Hello, I recieved 2 lids today, but they are way to small for the coffee cups that I originally ordered that was missing 2 lids! I see the invoice states Wine cup and I purchased coffee cups. I can't use these lids, they fall down into the cup! So where do we go from here? I still don't have lids to fit my coffee cups and no use for the 2 lids that you sent to me! I took pictures, so if you like to see them, let me know. The order of lids I just received was order number *** and my first original order number for the 4 cups that I purchased that came with 2 lids missing is ***. And here was their response: Thanks for reaching out! We are sincerely sorry to know that you received an incorrect order. My apologies that this mistake has slipped through unnoticed! I went ahead and requested a replacement one. Will you be kind to send a photo of the incorrect item that you received, including the packing slip please, so the fulfillment team will better understand the situation? Thank you and we await your response. Photos of lids and packing slip was sent immediately! Now we are in August and still no lids for the cups I purchased. So I send another email on 7/16. Here is what I sent: Hi ***, I was wondering how much longer on the replacement lids? Your response to the incorrect lids being ordered on June 16th for 7-10 business days. It's now July 22nd and still no lids! This is really frustrating to deal with this company on cups that I bought on April 18th and still unable to use them since that time. Surely you understand as a customer that this is not good customer service. And here is the response: I apologize for the delay of your replacement. This is very unusual that the replacement haven't received yet. I will check this personally for you and we will get back to you once we already have the tracking details. You will also receive a shipping confirmation email as soon as your order ships out! Thank you for your patience and stay safe. Regards, *** So you can see how frustrating it is to deal with this business. I sure doesn't fulfill the original order that I've paid for. And 4 months with 2 cups without any lids. It's the same response, using templates instead of human reaction. Can you please reach out to get what I've paid for in April! Thank you