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Peppermayo’s founders publicly apologised on April 30, 2025, after weeks of customer complaints about delayed or missing orders and unanswered inquiries. The response drew more criticism after the brand’s founders hosted an influencer trip to Coachella while customers were still seeking updates.
What prompted Peppermayo’s apology?
Australian retailer Peppermayo faced weeks of customer criticism over orders that had not arrived, long delays, and inquiries customers said had gone unanswered. On April 30, 2025, co-founders Georgia Wright and Huayi Huang posted a seven-slide apology carousel on Instagram, acknowledging delays and a lack of transparency, according to PerthNow.
The founders’ statement, reproduced by PerthNow, said: “Firstly we want to sincerely apologise for the recent delays experienced by our amazing customers in receiving their orders, and for our lack of transparency during this time.” They also wrote, “We know we let you down, and for that, we are truly sorry.”
Why did the Coachella trip intensify the backlash?
Customers’ criticism sharpened after Peppermayo’s high-profile influencer trip to Coachella. Campaign content showed influencers wearing new arrivals and travelling in a Peppermayo-branded Mercedes G-Wagon. For customers still waiting for orders or replies, the contrast between the promotional event and unresolved service complaints became a point of contention.
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The founders said the campaign had been planned months earlier. Their statement, as reported by PerthNow, acknowledged that seeing the event “may have been upsetting during this period.” Pedestrian also reported the backlash and the founders’ explanation that the campaign was scheduled in advance.
What explanation and remedies did the founders offer?
The founders attributed the backlog to a move involving Peppermayo’s US-based operations. PerthNow reported that they said approximately 85 per cent of the backlog had been cleared and expected the company to catch up by the end of that weekend. That figure was the founders’ estimate when they issued the apology; the reports do not independently verify it or establish the outcome for every outstanding order.
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They also offered free express shipping for one month. The offer applied to future orders, while some commenters argued it did not resolve existing missing orders, returns, or refund requests, as reported by Pedestrian. The reported progress on the backlog and the shipping offer were separate responses: one concerned existing orders, while the other offered a future purchasing benefit.
What do customer comments and reviews establish?
Contemporaneous reports quoted individual customers asking the brand to “respond to my emails” and complaining that orders had not arrived or had not received dispatch notifications. A customer quoted by PerthNow urged the company to “stop ignoring us!!!!” These comments illustrate the complaints journalists reported, but they are not a representative measure of how many customers experienced problems.
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The Trustpilot Peppermayo reviews page includes later customer accounts of delays and support issues. Trustpilot cautions that reviews may not be representative, so individual reviews cannot establish the overall rate of problems or Peppermayo’s present-day fulfillment performance.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.What the apology does—and does not—tell customers
The April 2025 reports document the founders’ apology, their explanation for the backlog, their estimate of progress, and the reaction to the Coachella campaign and shipping offer. They do not independently confirm the company’s estimate, show that every outstanding order or refund was resolved, or establish current service levels. Anyone assessing a specific order should rely on their own order records and direct communication with the retailer rather than treating the 2025 statements or online anecdotes as a current guarantee.
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