Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:18/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was on their website yesterday, looking to see how much shipping would be. It doesn't calculate it until you proceed to "purchase" it and when I clicked my home button on my Iphone to Go Back..it proceeded to purchase the item in error. I immediately looked for phone number to call so that I could cancel the transaction since it was an accident. There is no phone number to call on their website. I then emailed ************************************* and ***************************** minutes later that outlined what happened and that they transaction was made in error. No one has responded and I got an email saying my "purchase' has been shipped. Still. no one has responded to my emails, I also sent another one this morning. I also tried their live chat yesterday and today, but it always says "We are currently offline right now. Please email ************************************* and our Customer Experience team will respond to your email". I want a refund and I don't want the product. Webpage states I have to pay for the return!

  Business Response

  Date: 18/03/2025

  Hi ****,

  Our customer service team responds to all emails within 1-3 business days as per our website. Once an order is placed and paid for we can not make changes or cancel this order as our warehouse works and ships in real time. Upon check out on our website you need to enter your shipping address as well as your method of payment as we do not have an automatic check out on our website, If you order has already been shipped to you, then you can follow the details of doing a return which can be located directly on our website as well

  Customer Answer

  Date: 18/03/2025

  That is incorrect information, when I view my cart to see Shipping fees, nothing shows up on the website at all, I have to continue to payment to see shipping fees. The transaction is a pop up when paying by Apple Pay (wallet).  When I went to 'back out' by pressing home key, it caused an approval of transaction. That is an unacceptable way to view shipping!

• Initial Complaint

  Date:03/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered from Poppy and Peonies (my first order) on 02/20/2025, order #******, for a total of USD $396.04 (pre-discount total of $457.09 and my order included 7 items. This total included a $30.00 shipping charge. Because this was my first order with this company, prior to ordering, I checked their website for the shipping policies under Shipping which states We ship Monday through Friday excluding weekends and Holidays) and order can take between 1-3 business days to ship.During the holiday season orders can take between 1-7 business days to process. After three business days elapsed and I hadnt received a shipping notice, I went to the sites FAQ section, which states in contradiction: Orders take between 1-7 business days to process and you will receive the tracking via email as soon as your order ships. This does not include weekends and holidays. I was frustrated by this, but decided to wait the 7 business days. After these days elapsed and still my order hadnt shipped, I reached out to the company via email, ********, and Instagram asking for an order status update and said that if my order couldnt ship early next week, Id like to have a conversation about canceling my order. My comments asking for a status update on Instagram were deleted, as were several others asking similar questions. I heard back from Instagram only providing me with a different CS email address. I sent that email address the same email. This morning, 3/3/25, at 08:12 AM EST, I received an email indicating my entire order was canceled. There was no other communication - no status update, no reasoning provided, no shipping estimate, and no confirmation when me to cancel my order. As I stated, I wanted to have a conversation about canceling my order. From start to finish, I have found my entire experience with this company to be frustrating and disappointing and the lack of response has been such a poor display of customer care and service.

  Business Response

  Date: 03/03/2025

  HI Kyria,

   

  We apologize for the miscommunication on this. We can see our customer service team has reached out to already to apologize for this and they have provided a 15% off code you can use if you would like to re-order your items and they will ship out to you this week as some of the items from our Travel collection were delayed and a few items were on pre order until the week of March 3rd

• Initial Complaint

  Date:27/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $250 in products on 2/13/2025. Was told it would ship in 1-7 business days. I have sent 5 emails with 1 email response from them to tell me shipping times. Since that first email, they will not answer me. Ive asked for a refund & get no response.

  Business Response

  Date: 27/02/2025

  Thank you for reaching out. We have looked up your order and can see that you have ordered a pre order item as per our website that is shipping out the week of March 3rd and your order will ship out as soon as your pre order item arrives. Please let us know if you have any further inquiries

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Poppy and Peonies have terrible customer service. I have the go getter and as many said, it came already creased. The bag itself is pretty heavy even before putting anything in it. I mainly bought this for the ******* cup holder on the inside. I reached out to them expressing all of my issues/concerns with the bag and asked for some sort of coupon code beyond the 15% welcome code, so I could purchase the backpack they literally just sent me a different 15% off code. I said this is just another 15% off code that basically just covers the shipping. Havent heard back from them since.

  Business Response

  Date: 07/02/2025

  Thank you for reaching out to us. We offer a ************************************************************************************* have any quality issues within 90 days of purchase. We also have a 30 day return policy that allows you to return any item that may not suit you as long as the tags are still attached to them. We offer a one time 15% off code for 1st time customers but I can see our **************** team has extended this to you for your next purchase should you want to use it. If your item still has the tags attached and you are unhappy with the item you purchased you can return this as well. Our customer care team will help you but we can not see an email under this email address in our **************** emails

• Initial Complaint

  Date:18/12/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made a purchase from this company and have not received the item. I understand that with the postal strike things are delayed but this item has not movedwith Purolator since December 9. I have made attempts to contact Poppy and Peonies but I am just getting an automated response or emails saying just wait. There is no phone number either. I would like this rectified either to find my product or be sent another product. Or to have all of my money refunded. The order number is ****** The tracking is through purolator. The tracking number is NLL001073253 I believe the package has been lost or misplaced with it going on and off the trucks with the bad weather we have had in *******. My daughter ****** ********* made this purchase for me.

  Business Response

  Date: 17/01/2025

  HI *******

   

  Thank you for reaching out, We have looked into your order and we can see that you were issued a full refund for this order on December 20th as this was undeliverable and the refund has already gone back to your original method of payment for this

  Customer Answer

  Date: 17/01/2025

  Thank you for your help in this matter.  Poppy and Peonies did issue a refund after many attempts to have this issue addressed. I was very disappointed with their customer service, and lack of timely and courteous response.   I will no longer recommend their products to friends and family. 

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Defective purchase. The purchase is a gift. They dont have a product to exchange it with. They offered me 15 percent off but the product is defective so that doesnt work. They will refund it but not the shipping I paid. I do not think it is fair I am out $10 because they lacked quality control and sent me a defective product.

  Business Response

  Date: 18/12/2024

  HI *******,

   

  Thank you for your feedback. Upon looking up your order we can see our customer service team has already issued you a full refund for this order

  Customer Answer

  Date: 18/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:23/10/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I had purchased an item from Poppy and Peonies online and received it in good order. After realizing that I had not even opened it for three days and that I would not be using it, I started the return process. I got the return label and shipped it back by *********** on September 27. I sent two follow up emails and have not heard back. I have not received my refund and the company is very unresponsive. The worst customer service ever!

  Business Response

  Date: 24/10/2024

  HI Danjiela,

   

  Thank you for your email. We have looked up your return and as per the Canada Post tracking it does not show that your return has been received at our facility yet- the tracking is available in the return email as well. All returns are processed within 3-5 business days of our fulfilment centre receiving your return back to us but this has not been delivered by *********** yet

  Customer Answer

  Date: 24/10/2024

   
  Complaint: 22465595
  
  I am rejecting this response because:

  I called Canada Post customer service yesterday and was told that packages get delivered without the code being scanned. The package delivery date was noted as October first and they said that the business should check what they received rather than depending on the tracking number only. It could as well be sitting somewhere in your warehouse and no one pays attention. Considering that youre two hours away from me and its been a month, I sincerely doubt the postal service is THAT slow. Your response that the tracking number shows, tells me no one checked whether that package actually arrived. 
  The other thing is that most businesses, once their return label is scanned at the post office, issue the refund right away, as it should be. I returned your item unopened and in your original packaging. Why you need three to five days after you receive it to issue the refund is beyond me. I dont have the product or my money and have been waiting a month! How is that fair to me? Meanwhile, you get your payment the instant its ordered. Why didnt I pay you three to five days after I received the item. Your return label was scanned and the item was shipped to you. Any possible delay by a third party or your staff not checking whether the package has arrived is not my responsibility. I would like my money back. Thank you

  
  Sincerely,
  
  Danijela Kibale

• Initial Complaint

  Date:18/10/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is a 2 parter. 1 part with the purchase of the product and 1 of the product itself. When I ordered a purse for my wife as a birthday present I made clear and concise directions to make sure the sender address wasnt on the package so my wife wouldnt be tipped off as to its contents. Of course they didnt do this and the surprise was ruined. Oh well.2nd part. Here we are only mere months after the purchase of this item and its already fraying on the strap and on the side. My wife in no way had been abusing this bag, its craftsmanship is just lacking. She reached out to complain and they offered a 15% refund. I expected better. That this company would stand behind their product. We are disappointed.

  Customer Answer

  Date: 18/11/2024

  Hi there, 
  

  The company ended up sending a new purse to my wife. This was a satisfactory resolution to this dispute. Thank you!

  ****

• Initial Complaint

  Date:09/02/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a bag from this company. I paid for *********** shipping. I received notice that the item was delivered to my community mailbox on February 02. I checked my mailbox on Feb 05 and the item wasnt there. I called ***********, submitted a claim on line and was told to get the seller to submit a claim as well. I have left numerous emails, ******** messages and tried their phone number which the recording sad they dont answer because they are too busy. They have a large presence on ******** and claim to a female and Mtis owned company, one of the main reasons I decided to make my purchase. I think I may have been scammed.

  Business Response

  Date: 13/02/2024

  We have opened an investigation into this shipment with ************ Investigations with *********** can take up to 5 business days to receive a response and we ask that all customers allow for 1-3 business days for a response from our customer service department. We have reached out to the customer to advise of this and have advised her that once we hear back from *********** they will either find the package and deliver it or we will issue a new shipment for this

• Initial Complaint

  Date:20/11/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered product from this website and item was expensive and not delivering. I have reached out to the company multiple times as I kept receiving email notifications that it had arrived or out for delivery. Yet this item always stays in and around Ontartio but I live in Calgary. Even ****** **** is having a hard time providing updates on their direct site. I have called their phone number as well with no answer. My emails and calls are never responded to. I need assistance in obtaining a refund at this point because I am not sure this is a legitimate business.

  Business Response

  Date: 20/11/2023

  Thank you for your feedback. Upon looking into this order we can see that this order was returned to our fulfilment centre on November 20th as ****** **** was unable to deliver this order to due the address being incomplete on the order, The address on the order is as follows and it was returned to us as it is missing the SW in the street address. The order has been refunded as all orders that are returned to us as non deliverable are issued a refund once they are received back to us

  ******* *****
  *** ********* ****
  ******* ** *** ***

  Customer Answer

  Date: 20/11/2023

  
  
  ****** ******** *******
  
  
  

  I have reviewed the response made by the business in reference to complaint ID 20895362.

  However, I want the record to show that the address is not incorrect, and Poppy and Peonies made absolutely no effort to respond to any of my queries about this issue or contact me when the item was returned to them weeks ago. 

  I appreciate the refund and will never get involved with this Business again. I will ensure to pass on my experience with anyone I know.

  Thank you very much for your involvement - I appreciate it!

   

  Sincerely,

  
  ******* *****