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:06/19/2023

  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 first ordered Piper *** hats on 5/23/23, order number *******- a total of 5 hats. When I received these hats on 6/5/23 I noticed one hat had the Piper *** tag and stitching that said "Piper ***" on the back of it and all the others had tags that said ***** on it with no stitching. I reached out to the company on 6/06/23 and they answered and said they would look into it. Didn't hear anything, reached out again. First time they told me only the first batch had the logo. I called, they offered me 10% off. I told them I wanted to return the hats they sent me for actual hats that had the Piper *** stitching. The person I spoke with on the phone on 06/08/23 was against me returning them so offered 10% off. We came to an agreement that they would send 2 hats with Piper *** stitching to me. I offered to send my 2 hats they were replacing back and they said no. I received the hats and no stitching or Piper *** tag was on them. I emailed today and they responded saying that the replacement is going to be the exact same. I would like all of my hats to say Piper *** since that's what I ordered. If not, I want a refund. I did ask them for a refund again today but, they have not responded. I just wanted to reach out to you to see if this is even allowed for a company to do. Ive never had an issue like this before.

  

  Business Response

  Date: 06/19/2023

  Hello *********, 

  I am writing to discuss ORDER# ******* and address an important matter. It has come to my attention that our team has provided you with instructions to return the two hats included in the order. Regrettably, I must inform you that we no longer offer stitching services for the *** logo on our hats.
  I kindly request your understanding regarding this situation. We strive to provide the best possible service to our valued customers, and while we are unable to fulfill this specific request, we remain committed to offering high-quality products and assistance throughout your shopping experience.
  If you have any further inquiries or require assistance with any other aspect of your order, please do not hesitate to reach out to our customer support team. They will be more than willing to assist you in any way they can.
  Thank you for your understanding and cooperation in this matter. We truly appreciate your continued support as a valued customer.

• Initial Complaint

  Date:06/16/2023

  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 purchase a product from them toward the end of March 2023. I received the product, and it was wrong, so I went online, and their system let me return it. It printed out a label and told me I would be getting a refund. I sent the product back and they received it on April 10, 2023. They told me they would not refund me because it was a costume order. I have asked them several times to return the undamaged product to me since they won't refund me and still nothing. It has now been two months since this started. I either want a refund or I want the undamaged product sent back to me. At this point they are stealing from me and that is not ok. They have also stopped replying to my emails. I do not wish to order from this company again so a buy one get one free or two free etc isn't going to work for me. I want a refund and if they can't do that then they need to ship back the undamaged product they received on April 10, 2023. If they have thrown away the undamaged product, I returned then they need to figure out a way to make it right. However, this company will not be receiving any more of my money.

  

  Business Response

  Date: 06/16/2023

  I am responding to address your recent order, number 1946603.
  As previously communicated via email, I regret to inform you that your order is not eligible for returns or refunds due to the nature of the products, which are customized to your specifications. This policy is clearly outlined in our Returns Policy, accessible through the following link ****************************************************** .
  It has come to our attention that you have returned the items despite not receiving authorization to do so. I want to assure you that our team is currently in the process of verifying the receipt of your returned items. Once we have confirmed their arrival, we will promptly proceed with shipping them back to you.
  We appreciate your understanding in this matter and apologize for any inconvenience caused. If you have any further questions or concerns, please do not hesitate to reach out to us.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20191711
  
  I am rejecting this response because: they received the undamaged product on April 10, 2023. That was over 2 months ago. It should not have taken this long to either provide a refund or return the undamaged product.  If the return wasn't allowed then their system shouldn't have allowed it. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/16/2023

  We will surely let you know once confirmed. 

   

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20191711
  
  I am rejecting this response because: it should not take 2 months for a company to figure out if the undamaged product was received. The tracking info shows the company received it on April 10, 2023. They need to make this right and stop wasting everyones time. 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20191711
  
  I am rejecting this response because: I haven't heard from them and they aren't replying to my emails. What can be down about this? It has been 2 months since all this took place.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/27/2023

  As stated in our Returns Policy ******************************************************

  There are NO RETURNS for any of our Customized, Flash Sale, Clearance, Tuesday or Friday Deals, Discounted or Box of Awesome. They are final sale unless it is defective.

   

• Initial Complaint

  Date:06/09/2023

  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.

  This company advertises what appears to be a shirt and a slogan on said shirt. I got my order and the shirt was not what was advertised. It was a cheaper quality shirt. I sent the order back for a refund because it was not what I ordered and paid for. Then was told we only guarantee the slogan, not the shirt (not noted on their site). Now they are refusing to refund the shipping charges even though they are the ones that shipped the incorrect shirts.

  

  Business Response

  Date: 06/26/2023

  Hello ******, 

  This is in reference to ORDER# 1978324 

  Upon checking, your order has been  returned and refunded as well on June 8, 2023. 

  Kindly check on your bank for this refund. Thank you! 

   

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20162759
  
  I am rejecting this response because:
  You refunded the cost of the shirts but not the shipping fees I had to pay for you sending me a lower quality shirt than advertised
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/26/2023

  As per our company's established policy, we regret to inform you that we are unable to accommodate your request.
  Upon thorough review, we have confirmed that your products were promptly shipped to the specified destination. The shipping fee was duly paid to the courier service for the successful delivery of your items.
  

• Initial Complaint

  Date:06/05/2023

  Type:Product 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 ordered four tumblers and cannot read the print. I'd like my money back $67.67. They advertise full refund in 30 days. I've included a screen shot side by side comparison. On the left is what I ordered, on the right is what I received. The company even went so far as to say things they advertise are computer enhanced. That seems unethical at the very least. They offered to replace product with a different color. I want what I ordered, and I want to be able to read it or I want my money back.

  

  Business Response

  Date: 06/05/2023

  Dear *****,
  I hope this email finds you well. I would like to extend my sincerest apologies for any inconvenience caused in relation to your recent order, number *******. We genuinely value your satisfaction and would like to make things right by offering you a replacement set of cups in different colors.
  Upon reviewing our records, it appears that our team has made several attempts to assist you with this matter and has been eagerly awaiting your response. However, I regret to inform you that the cups in question are considered final sale, as they are part of our current discount deals. Our Store Policy explicitly states that products included in any promotional offers or discounts are deemed final sale. For more information, please refer to our policy, available at the following link: [Insert Policy Link: *******************************************************************]
  Once again, I apologize for any inconvenience this may have caused. Should you have any further concerns or require any assistance, please do not hesitate to reach out to us. We greatly value your satisfaction as a customer and are committed to ensuring your experience with ** is a positive one.
  Thank you for your understanding and cooperation.

   

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20143496
  
  I am rejecting this response because: the company did not provide what I paid for. I wanted, expected and paid for the tumblers in good faith. A replacement cup of a different color is not what I want. If I wanted a pink, yellow or blue tumbler I would have ordered that. Whether it is on sale or not is not relevant. Being illegible is what is relevant. Since the company did not provide what they advertised and what I paid for, the relevant solution use to return my money. 
  
  Sincerely,
  
  ***** Linetzky 

  

  Business Response

  Date: 06/06/2023

  Just go to ********************************************** it will walk you through the steps for any exchanges or returns.
  You will also receive a return label in an email for any items you need to ship back.
  Exchanges and returns must be processed by the 60th day from date of delivery.

  Once we received the items, we will refund you of the items. 

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20143496
  
  I am rejecting this response because: The company has had the product back for about six weeks and I still do not see my refund.
  
  Sincerely,
  
  ***** Linerzky

  

  Business Response

  Date: 07/14/2023

  As a one time courtesy, we refunded your order and you should receive a refund notice via email. 

   

  Customer Answer

  Date: 07/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, how long will this take? I have checked my account and the money is not there yet. 
  
  Sincerely,
  
  ***** Linetzky 

• Initial Complaint

  Date:05/19/2023

  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.

  Placed a $200 order on 4/29 for a girls weekend 5/18. After two weeks no communication about shipping. I emailed and was told 14 business days until it was shipped but they would make it a priority and shipped quickly then. I get my order only to discover half the order is missing. Contact them again and said it would be shipped, 3 days later still hadnt shipped and its 5/17 now. Worst experience ever! Only got part of my order still waiting on the rest, still hasnt shipped, stopped getting response on emails, and now it wont be here before tomorrow 5/18 for the event I needed it for.

  

  Business Response

  Date: 05/19/2023

  Hi *********, 

  I am reaching out to you today to sincerely apologize for the issue in your order. We understand the inconvenience this may have caused, and we deeply appreciate your patience and understanding. I already requested that the remaining items be shipped asap. We understand the importance of timely delivery and want to assure you that we are taking all necessary steps to resolve this matter. Your satisfaction is our utmost priority, and we genuinely appreciate your continued support and patience during this time. Once again, please accept our sincere apologies for any inconvenience caused. We value your business and look forward to serving you with the highest level of service in the future.
  Thank you for your understanding.
  
  

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20077863
  
  I am rejecting this response because: it was only until I filed this they are now saying the order shipped and I made it clear previously I needed the order today on May 19 because it was for a trip out of town. I cant sit at home and wait for the order. Ive requested the order be canceled and my money refunded immediately. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/19/2023

  Hello again *********, 

  I just wanted to follow up on your order #*******. It looks like the items that were missing from your order were actually part of a Buy 2 Get 3 (B2G3) deal, so we're unable to provide a full refund for them. However, as a gesture of goodwill, we'd like to offer a refund of $50.39 for the 4 hats that were missing.
  On top of that, we're still in the process of sending you the hats that were missing from your initial shipment. We sincerely apologize for any inconvenience caused and we genuinely hope that you'll consider giving ** another chance in the future.
  If you have any further questions or concerns, feel free to let ** know. We're here to help! 

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20077863
  
  I am rejecting this response because: the shipping charges were also supposed to be refunded too. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/22/2023

  We have refunded your  shipping fee and you should receive a refund notice as well. 

• Initial Complaint

  Date:05/17/2023

  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 made a purchase from Piper *** and didn't like the product once I received it. I returned the product and was told I would get a refund of $270.64. The product was returned on 04-10-2023 according to the **** and I have yet to receive my refund. So now the company has my money and the product I returned.

  

  Business Response

  Date: 05/17/2023

  Hi there! 

  I wanted to personally address the status of your order, which has come to my attention.
  
  I want to assure you that we have diligently followed your order instructions, ensuring that you received the correct items. We also sent you an order confirmation email immediately after you placed the order to confirm the details.
  
  However, I regret to inform you that our Store Policy does not allow returns or exchanges for customized tumblers. I apologize for any inconvenience this may cause. ******************************************************
  
  If you still desire the correct cups, I recommend reordering a custom cup. As a gesture of goodwill, I'd like to offer you our exclusive "buy 1 get 2 free" discount. Simply use the discount code **** when placing your new order. Use this link to order the correct custom cup *******************************************************************************************************************
  
  Please let me know if there's anything else I can assist you with or if you have any further questions. We value your satisfaction as our customer, and I appreciate your understanding.
  
  Thank you for your understanding.
  
  
  

• Initial Complaint

  Date:05/15/2023

  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.

  I placed an order on April 4th, 2023. The website says orders ship 3-5 business days. My order did not ship until April 27th. It arrived on May 1st. It wasn't what I ordered. I attempted to call customer service but received an automated message about business hours each time even though I had called during those hours. I sent 2 emails before getting a response. I had to send a photo of what I received before they would issue a correction. That was on May 3rd. I was told the order would be put on 911 status, so it gets through production quickly. Today is May 15th and it has yet to ship.

  

  Business Response

  Date: 05/15/2023

  Hello ****, ORDER# 1977334. 

  I am reaching out to you today to sincerely apologize for the delay in processing your order. We understand the inconvenience this may have caused, and we deeply appreciate your patience and understanding.
  This month, we experienced an overwhelming surge in orders, which unfortunately led to delays in our fulfillment process. However, please rest assured that we are working tirelessly to minimize these delays and streamline our operations. To address the situation promptly, we have increased the number of staff members in our warehouse and allocated additional resources to all departments involved in order processing.
  Our team is fully committed to fulfilling your order as quickly as possible, and we are actively working round the clock to ensure all pending orders are dispatched at the earliest. Rest assured, you will be notified via email as soon as your package is out for delivery.
  We understand the importance of timely delivery and want to assure you that we are taking all necessary steps to resolve this matter. Your satisfaction is our utmost priority, and we genuinely appreciate your continued support and patience during this time.

  Please let us know if you wish to proceed with the order. 

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20058695
  
  I am rejecting this response because:
  The original order was made April 4th.  If you're not going to ship the proper items or ship a replacement in a timely order, you should change the shipping times on your website and let people know it could be several months before they receive their order. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/15/2023

  I will get this out asap for you 

• Initial Complaint

  Date:05/02/2023

  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.

  On 4/9/23, I placed an order with Piper Lou Collections. I received an email confirmation that stated my order would ship in **** business days and I would receive another email with tracking information. On 4/26/2023, I sent an email requesting an update on my order, as it had been over the 14 days and I didn't hear from them nor did I receive any emails with tracking. I was told to touch base at the end of the week for an update. I sent another email on 5/1/2023 asking for an update and received an email back stating that my order had been modified on 4/26/23 and that it would be ANOTHER **** days for it to be shipped. I NEVER requested my order to be modified - I inquired about its whereabouts and why it hadn't been shipped yet. So it's blatantly clear they never processed my order, nor shipped it... and now because someone on their end messed... their saying I have to wait another **** business days for them to send it out. I want a FULL REFUND immediately and I will never be doing business with this company ever again. They have it stated everywhere that our items would arrive within **** business days... if they cannot fulfill that, then they need to make some changes. I want a refund immediately or I will be going to my bank for fraud charges. Unprofessional and misleading!

  

  Business Response

  Date: 05/02/2023

  Hello *******, 

  My apologies for this inconvenience.

  I've refunded your order , please allow 3-5 business day for the refund to be processed.
  Reimbursement of funds will be allocated back to the original form of payment used for purchase.

  You will still get your cup as I did not cancel it. 

  Once again, I apologize for any inconvenience caused by this delay, and I want to assure you that we are working hard to improve our processes and prevent similar situations from occurring in the future. Thank you for your understanding and for choosing our brand. 
  
  

• Initial Complaint

  Date:04/27/2023

  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.

  I ordered two tank tops on April 4, I Received nothing until April 17 when tracking came from DHL. The Piper *** website states they ship via *** and ***** The package tracking showed no movement until April 26. The shipping shows estimated delivery May 1. The tanks were orders for a trip and I will be on that trip May 1.

  

  Business Response

  Date: 04/27/2023

  Hi *****, 

  ORDER# 1955496

  We would like to provide an update on the status of your order. Upon checking, we have confirmed that your package is still in transit. While we understand that timely delivery is crucial, please note that once the package is handed over to the courier, we have no control over its delivery time. Based on the tracking information provided, we anticipate that your order will arrive on May 1st. We apologize for any inconvenience this delay may have caused you. To express our appreciation for your patience and understanding, we have refunded your shipping fee as a token of our regards. We value your trust in our brand and are committed to delivering a positive customer experience.

  Customer Answer

  Date: 04/27/2023

  they say they use *** and **** for shipping but my package shipped by DHL.   I feel I should be refunded the entire purchase amount since the shirts will not be to me for vacation I ordered them for.  They were ordered on April 4 and still have not reached me. 
  Complaint: 19988015
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/27/2023

  Hello *****, we are again sorry for the inconvenience. 

  Hoping that the order will arrive to you before May 1st. 

• Initial Complaint

  Date:04/25/2023

  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 placed an order on or around March 30th. When I received it, the etch was more like a faded rub off sticker and the text almost just smashed together. I contacted Piper *** and sent them pictures. They gave me a replacement order and when I received that order, not only was I missing a cup but they sent one that wasnt not even ordered. I emailed pics once again. I was replied back with a replacement order for the correct cup was placed. I called today to find out that never happened. It is now 4/25/23, and I needed all 5 cups, of decent quality at least, to be here before May 1. These are sports gifts and I will not be seeing these individuals after this date. I was asked for a supervisor and was told several times one can not be reached as they have no phone. What supervisor of a company have no phone? Im asking for a full refund as they have proven that not only can they not fulfill a quality order, but they cant fill it correctly. Honestly I needed the cups more than the money, but due to the timeframe, now I need the money to use towards other gifts that will now be last minute. I have pics if needed. I have ordered from this company before and was impressed. I have 10 tumblers with no issues. But for some reason this order was done with poor quality ( a 5 year old could probably write better than this etch) and done incorrectly.

  

  Business Response

  Date: 04/27/2023

  Hello April, 

  We would like to express our sincere apologies for the inconvenience caused by the recent issue with your order.

  As a company, we always strive for 100% customer satisfaction, and we regret that we fell short of our standards in this instance.
  Upon careful review, we have identified that our team has created a second replacement under ORDER# ******* to ensure that you receive the product in good condition as soon as possible. In addition, we have also processed a refund for your shipping fee as a token of our apology.

  Please rest assured that we are taking all necessary steps to prevent a recurrence of such an incident in the future. We value your business and appreciate your patience and understanding in this matter.

  Thank you for bringing this matter to our attention, and we look forward to serving you better in the future.

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19980229
  
  I am rejecting this response because:
  I placed the order back in March.  I received the poorly done etching as you called it. You replaced the order but sent me what I didnt order. *** pleaded with the phone rep and was told numerous times that there were no way to talk to a supervisor as they do not have phones.  I told the rep the 2nd replacement order would not be here on time as it was a gift to be given May 1.  Now my money is tied up in cups I cant use and I have to find replacement gifts by Monday and all you can refund from a $90 order is $8? That cant be acceptable. You gotta be kidding. I knew the second replacement wouldnt get here on time but the phone rep insisted that they replace the order over giving a refund. This is not my negligence.  I havent gotten what I ordered. I havent gotten a refund.  I deserve at least 50%refund for all the inconvenience and negligence brought on by your part. And now all youre doing is preventing me from getting something else and I have 2 days to find something. How can you treat customers this way?  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/01/2023

  We have refunded your order and you should receive a refund notice via email.