Piper Lou Collection

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.

In a quick scan of the reviews below, I find I am not the only one extremely unhappy with Piper Lou. I ordered on Nov. 14th, gave more than the 14 day allowance they note on their website (even considering Covid protocols & the Thanksgiving holiday). What followed was 2 weeks of form responses, no real answer to my question as to where my order was in production, ignoring of multiple emails, a promise to ship everything on 12/17, just for me to call at end of business on 12/20 to find out that was a flat out lie and to start another run around of well, it'll be the first week of January before it MIGHT be ready to ship out. I cannot count the HOURS I spent picking out just the right gifts on their website and now I have 4 Christmas gifts that need to be replaced at the last minute. To say I am unhappy is the biggest understatement of the century. I even gave them another week to fulfill the order. After being told my order was "in automation for production", I gave them another 4 full days and said if they could guarantee my orders would be produced by 12/24, I would keep the order; if they couldn't, I would have no option except to cancel. That is the only email to which I received an immediate response...that my order was cancelled. I also told them I expected an immediate return of my payment - which was taken within 24 hours of submitting the order, something that is a shady business practice; most reputable companies do not take your money until the order ships. I work in accounting at a large national company and I know that it is possible to return funds within 24 hours. I do not expect PL to do so and am ready to dispute the charge with my bank. I feel like I gave this company so many opportunities to do the right thing and at every turn, I was met with script reading, inability to really dive into the problem, unwillingness to take responsibility for the problem & describe exact steps for resolution and just general disinterest. Saying over and over that "you're sorry" with no resolution...well, that is not just insincere, it's completely unprofessional. I was greatly amused with the products they advertise. I am most definitely NOT amused with their completely unprofessional business practices. I will go out of my way to share this experience far & wide so others are not as frustrated, disappointed, and downright sad as I am today. I have never left a negative review of a company & having worked in a call center, I feel like I try really hard to make allowances...but the flip side of that is, I know exactly all the tricks that are played in call centers to avoid dealing with escalated situations and they pulled out every one, including leaving me on hold for 30 minutes, hanging up on me, then leaving me on hold for another 30 minutes when I had requested a supervisor. It wasn't until I demanded a manager that they finally let me speak with a "supervisor", and I use that term loosely. As an aside, in a world that has gone widely remote, make sure your pets aren't in the same room barking & carrying on if you're a supervisor trying to handle an escalated call. That was just icing on the cake of serious annoyance I had at that point. Bottom line...there are a lot of other companies out there which carry very similar products (something I am discovering as I scramble to replace gifts), are US based (I know an overseas call center team when I hear/correspond with one, after all, I deal with them every day at work so it's easy to recognize) and are proud to provide good customer service. I urge everyone to seek these companies out and support small American businesses instead of companies like Piper Lou. It may cost a bit more, but surely a lot less stress, frustration & unhappiness than this unsuccessful order caused makes up for it. Best of luck to all who read this. I wish no luck at all to Piper Lou and know that they will reap what they are sowing with their incredibly bad customer service and misleading advertising/information they show on their website & social media sites. Lastly, I am providing a 1-star rating ONLY because I could not leave this review without clicking on at least one. They don't deserve even that.