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:12/27/2023

  Type:Product 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 3 tumblers on Nov. 25, 2023. The money was taken from my account sane day. I emailed customer service after 20 days asking to cancel due to late arrival expectations. They just replied with their **** day to ship policy. I tried calling customer service, but no one mans the number. I want a full refund, including shipping, as my request to cancel prio to shipping was ignored. They knew they could not meet shipping times, but would not simply confirm that with me in time for me to make other gifting plans.order (#*******) is expected to arrive on 12/27

  

  Business Response

  Date: 12/28/2023

  Hello ******, looks like your order has been delivered already based on tracking info ***************************************************************************************;

• Initial Complaint

  Date:12/22/2023

  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.

  I purchased 5 tumblers on the night of December 3rd and received an email and verified the transaction went through from my bank account. The tumblers were purchased as Christmas gifts. As of today my order still shows unfulfilled. I tried using the chat on the website and no one replied - it indicated I would get a response in approximately 14 minutes and that it would be sent in the chat and via email. I got nothing. I then tried calling the business at the phone number listed on the website, got a recording that I had reached PiperLou and that they were going to connect me to someone. The line rang for minutes with no one picking up. I then messaged the ******** business page and got an auto reply that theyd respond soon. I also reached out to the email listed on their website for customer service and got nothing. This began around noon today. I dont mind the order being late necessarily but communication is key and its unacceptable that I reached out on multiple platforms and cant get any response regarding an order that was placed 18 days ago - also one that was placed during the holidays when people would anticipate receiving the order in time since nothing indicated it would not be here by Christmas.

  

  Business Response

  Date: 12/22/2023

  ORDER# 2058293

  I hope your day has been great!
  
  We sincerely apologize to you for the delay of your order. We were flooded with a large number of orders this month due to the Holiday Rush, and we are trying our best to minimize the delay as much as possible. Our Warehouse has equipped all of our departments with more staff to make sure all orders are moving. We promise to fulfill your order and you should receive it as soon as possible, as we work around the clock to get all orders out. You will receive an email when your package is out for delivery.
  
  Thank you for your understanding and Happy Holidays!

  Customer Answer

  Date: 12/27/2023

   
  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:12/22/2023

  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 placed my first order of $35.79 on Black Friday I have not received it but they took my money. The 2nd order in the amt.of $82.22 was placed December 5th and of course I have not gotten that merchandise either. I called 3 times before I ever got a person. I emailed and never got a response to that . The person who finally answered the phone apologized but offered nothing. the 2 order #'s are *******= $82.22 and *******= $35.79. I would like these orders treated with a sense of urgency and over nite mailed once they are ready.

  

  Business Response

  Date: 12/22/2023

  ORDER# 2058921 and 2055135

  I hope your day has been great!
  
  We sincerely apologize to you for the delay of your order. We were flooded with a large number of orders this month due to the Holiday Rush, and we are trying our best to minimize the delay as much as possible. Our Warehouse has equipped all of our departments with more staff to make sure all orders are moving. We promise to fulfill your order and you should receive it as soon as possible, as we work around the clock to get all orders out. You will receive an email when your package is out for delivery.
  
  Thank you for your understanding and Happy Holidays!

• Initial Complaint

  Date:12/22/2023

  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.

  Purchased 4 tumblers on November 25, 2023 for total of $73.82. Have repeatedly tried calling about status of order. Was told it would be shipped out Friday December 15,2023. I have not received any confirmation by text, call or email regarding this matter. I have repeatedly tried calling by telephone to no avail. Am extremely disappointed. Will not recommend this business in future.

  

  Business Response

  Date: 12/22/2023

  Hello there! 

  ORDER# 2054369

  We see that your order already shipped **********************************************************************************

• Initial Complaint

  Date:12/22/2023

  Type:Product 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.

  Ordered a tumbler on 11/26/23 and have received only a confirmation number. Have tried calling quite a number of times with no answer or voicemail. Sent a follow-up email on 12/20/23 and still awaiting word on my product/any info. They company manages to continually send me product offer emails but no updates concerning my order. Emails even state "Live Chat" and "Call US!" which have proven futile. Feel I was taken even after reviewing them. Looking for them to either contact me or issue me a refund or both. Poor business model.

  

  Business Response

  Date: 12/22/2023

  ORDER# 2054613

  I hope your day has been great!
  
  We sincerely apologize to you for the delay of your order. We were flooded with a large number of orders this month due to the Holiday Rush, and we are trying our best to minimize the delay as much as possible. Our Warehouse has equipped all of our departments with more staff to make sure all orders are moving. We promise to fulfill your order and you should receive it as soon as possible, as we work around the clock to get all orders out. You will receive an email when your package is out for delivery.
  
  Thank you for your understanding and Happy Holidays!

• Initial Complaint

  Date:12/22/2023

  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.

  On November 26th 2023 I placed an order with Piper *** totaling $127. When the order was placed the confirmation stated that the order would be shipped in **** business days. I contacted Piper *** via email on December 15 requesting an update as this was the 15th business day and I still had not received my shipping information. They emailed me back on December 17 and indicated that they would contact the proper department and escalate my order. I then reached out to them on December 19th and told them I would be filing a complaint with the BBB as my order had still not been shipped. I also stated in the email that if I had known I was not going to receive my order by Christmas I would not have places it. To date it is now the 19th business day and my order still has not shipped. I believe that Piper *** should state that during Christmad their shipping is more than 14 business days. For reference order number is Order # *******.

  

  Business Response

  Date: 12/28/2023

  Hello *****, 

  ORDER# 2055189 as per checking, this order is already on it's way to you with tracking info ***************************************************************************************;

   

• Initial Complaint

  Date:12/22/2023

  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.

  Order #******* I placed an order on 11/27/23 intended to be Christmas gifts for family. I also have to ship out since they are out of state. As of today this order is still unfulfilled. I have emailed, chatted, and called. The 1 email I got back over a week said they escalated issue and I would get tracking info soon. I have no tracking, according to website order has not been fulfilled. Now I will not get to send my gifts out on time or at this point maybe not at all. I patiently waited my 15 business days but have received nothing. However other orders from other small businesses I have received without issue and if there was issues I was taken care of. I get behind but I don't get all the lack of communication. I've never had issues ordering from this company in past so didn't think I would have issues when I placed the order. Lack of communication is the biggest cause for this complaint. It's not ok to ignore paying customers who want refunded or their order they paid for!

  

  Business Response

  Date: 12/22/2023

  ORDER# 2056011

  I hope your day has been great!
  
  We sincerely apologize to you for the delay of your order. We were flooded with a large number of orders this month due to the Holiday Rush, and we are trying our best to minimize the delay as much as possible. Our Warehouse has equipped all of our departments with more staff to make sure all orders are moving. We promise to fulfill your order and you should receive it as soon as possible, as we work around the clock to get all orders out. You will receive an email when your package is out for delivery.
  
  Thank you for your understanding and Happy Holidays!

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21038472
  
  I am rejecting this response because: at this point a month later I have no product I had to spend extra money to get gifts since I did not get these. You have not communicated until I reported to BBB. I tried multiple times to get someone's attention to no avail. It's sad that this is how it had to end but I won't do business with you guys again! 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/28/2023

  Hello ******, pls let us know how you wish to proceed with your order. 2056011

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 21038472
  
  I am rejecting this response because: you can CANCEL AND REFUND! Once I have emailed confirmation that is done I'll close out my case. I'm still very disappointed in the whole situation and the course of action I had to take. Your customer service is severely lacking these days 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/20/2023

  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.

  11/25/23 Order No ******* Ordered 4 27 oz tumblers on Cyber Monday and have not received them as of today.I have emailed and called customer service number numerous times and have not received a response from this company. These tumblers are Christmas presents. The company hasn't even provided a tracking number which would be extremely helpful.

  

  Business Response

  Date: 12/22/2023

  ORDER# 2055627

  I hope your day has been great!
  
  We sincerely apologize to you for the delay of your order. We were flooded with a large number of orders this month due to the Holiday Rush, and we are trying our best to minimize the delay as much as possible. Our Warehouse has equipped all of our departments with more staff to make sure all orders are moving. We promise to fulfill your order and you should receive it as soon as possible, as we work around the clock to get all orders out. You will receive an email when your package is out for delivery.
  
  Thank you for your understanding and Happy Holidays!

• Initial Complaint

  Date:12/20/2023

  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.

  My order number is ******* placed on 12/03/2023. I have not recieved my product Nor can I get ahold of anyone. I have called there phone and it just rings and rings. I have started 3 chats on the *** with no response! I have emailed the company with no response! The *** itself you cant track the order, it brings you to another *** that you can supposedly track it but yet you cant! You cant even cancel the order? I was hoping for this product which was 3 40 oz mugs for Christmas and now nothing but a mess! Bad business!!

  

  Business Response

  Date: 12/22/2023

  ORDER# 2058185

  I hope your day has been great!
  
  We sincerely apologize to you for the delay of your order. We were flooded with a large number of orders this month due to the Holiday Rush, and we are trying our best to minimize the delay as much as possible. Our Warehouse has equipped all of our departments with more staff to make sure all orders are moving. We promise to fulfill your order and you should receive it as soon as possible, as we work around the clock to get all orders out. You will receive an email when your package is out for delivery.
  
  Thank you for your understanding and Happy Holidays!

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21027023
  
  I am rejecting this response because:  my order is 17 business days out!  Still no tracking? I have emailed asking why with no response! I understand its busy but yet  I was charged the minute I ordered. Money was taken out of my account on 12/3/ 2023. I have also emailed several times with no response!  This is so unbelievable to me! 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/28/2023

  We understand you and respect your opinion of us. Please let us know how you wish to proceed with this order. 

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 21027023
  
  I am rejecting this response because: At this point I just want my money back. I mean can Piper *** even provide a tracking number at this point for my order? I have emailed again with no response as usual!!!  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/20/2023

  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 placed an order online on 11/26/23 for 3 cups. I received an email confirming my order that day. I have not receive any shipping or tracking information regarding my order as of yet. Nor am I able to log into my account on their app or the website to check the status myself. It says my password is not correct. I reached out to the company multiple times regarding shipping/ tracking information and also about resetting my password. On 12/3/23 I was told that the order was still in production and that I would receive tracking information once it shipped and that orders ship in **** business days from when the order was placed. I waited the necessary time and still hadnt received tracking information so I reached out again on 12/12/23, both trying to still reset my password and inquire about tracking. I was told that they were going to push it to the front of production to get it out to me and that I would receive the tracking by email. It is now 12/18/23 and still no email with tracking. Every time I have asked for help resetting my password, I was sent an email with a link, which when clicked takes me directly to the login page on their site/app (there was no reset option available). I informed the company about this error and their solution is to send me another reset email. It doesnt work, and *** told them this multiple times. Today I attempted to call and the line just rang and rang for minutes until a msg said no one was available. I also tried the online chat, and no one ever connected to help me.

  

  Business Response

  Date: 12/22/2023

  ORDER# 2054824

  I hope your day has been great!
  
  We sincerely apologize to you for the delay of your order. We were flooded with a large number of orders this month due to the Holiday Rush, and we are trying our best to minimize the delay as much as possible. Our Warehouse has equipped all of our departments with more staff to make sure all orders are moving. We promise to fulfill your order and you should receive it as soon as possible, as we work around the clock to get all orders out. You will receive an email when your package is out for delivery.
  
  Thank you for your understanding and Happy Holidays!