Hello I am writing about a specific item or two, First of all I am very familiar with the dresses from this company and I believe in my whole heart that they are so wonderful and great!
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Review summary
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I had the best experience with Griffin from the Petal and Pup customer service team! He went above and beyond to ensure my refund was processed and my replacement item arrived on time! He was quick to... See more
Company replied
The team at Petal & Pup were so helpful with exchanging an item for me, despite my tardiness in getting to it. They responded immediately and stayed in contact until my order was amended. I have or... See more
Company replied
I had a shipping issue with the carrier for some items that I ordered that didn’t arrive at my house. Petal& Pup responded to my email promptly and issued me a full refund. Their customer service te... See more
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Company details
Written by the company
Petal & Pup - the ultimate online fashion destination for affordable, on trend, young women's fashion. Shop dresses, playsuits and more
Contact info
Brisbane, Australia
- contactus@petalandpup.com.au
- petalandpup.com.au
3.8
Great
481 reviews
Replied to 58% of negative reviews
Typically takes over 1 month to reply
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Outstanding Customer Service
Natalie is a gem. Outstanding and proactive customer service...... many of the larger companies could learn a lot from you guys.
Best customer service I have had in years. Fast, proactive, knowledgeable and just really nice!
Great dress too, fantastic quality, especially for the price.
February 6, 2024
Unprompted review
Reply from Petal & Pup
Hi Sara,
Thank you for taking the time to write this review!
We are so happy to hear our Customer Experience team was able to assist you. We will be sure to let Natalie know about this as we think she is a great asset to our team.
Thank you again! Have a lovely day!
With love, P&P xx
Great customer service
Love the clothes, but the customer service is really next level. Always happy to help and very prompt.
February 12, 2024
Unprompted review
Reply from Petal & Pup
Hi Vanessa,
Thank you so much for the wonderful review!
Our team always strives to provide a service that exceeds expectations and create tailor made solutions where possible, so we will be sure to pass on your feedback.
We truly hope this has encouraged you to continue shopping with us again in the future!
With love, P&P xx
Terrible quality
Terrible quality, this is absolutely a front for an AliExpress drop shipping company.
Clothes didn't fit and refunds are not offered.
Don't waste your time or money.
February 6, 2024
Unprompted review
Great customer service through chat…
Great customer service through chat line. Easy refund and questions answered. Love the website
February 7, 2024
Unprompted review
Reply from Petal & Pup
Hi Lisa,
Thank you for such a lovely review!
We are so honoured to have staff that are able to assist you and we look forward to continuing this in the future.
Have a wonderful day!
With love, P&P xx
Always a pleasure to shop at Petal & Pup
You guys are so amazing with your delivery time frames… Not only do I keep purchasing from you because of the amazing dresses and the online experience BUT the shipping is so fast!
February 8, 2024
Unprompted review
Reply from Petal & Pup
Hi Shanelle,
Thank you so much for your wonderful review, we are so appreciative!
We are pleased to hear your experience with us has been amazing, and we look forward to continue delivering this to you in the future!
With love, P&P xx
I placed an order and never received…
I placed an order and never received it. This is the second I’ve experienced problems with orders. The first time I ordered was summer 2023. I had to send several emails, and other inquiries on the website in order to receive a response. It took 3 weeks for a response and received my order a month later. Now, I’m stuck in the same situation. The tracking said it was delivered to another city and not accurate tracking information. The promised delivery date is a lie!
Patricia
January 22, 2024
Unprompted review
Reply from Petal & Pup
Hi Patricia,
Thank you so much for taking the time to leave this review.
Our sincerest apologies for the delivery delays you have experienced. It can be difficult at times relying on a third party company to honor their promised standards.
Upon looking into the details of your recent order with us, we see it was marked as delivered on January 22nd. There are times that the tracking is marked as delivered however, it does not get dropped off until the following 1-3 business days due to recent delays that the carrier has been experiencing.
I see our lovely team member Paige has been in contact via email regarding this issue. It appears as though you may have not received these responses. Regrettably there are times our emails may end up in your spam folder as this is a common occurrence with select email hosts.
Rest assured, customer satisfaction is of upmost importance here at P&P, and our team is always happy to provide tailor-made solutions where possible for our customers. If you have not yet received your order, please reach back out to us at contactus@petalandpup.com and we'd be happy to further assist!
With love, P&P xx
Wow so impressed I brought a dress then…
Wow so impressed I brought a dress then realised wrong kind of dress for a wedding within hours replied to my email and refund straight away amazing customer service!
January 11, 2024
Unprompted review
Reply from Petal & Pup
Hi Debbie,
Thank you for such a wonderful review!
We are so honoured to have staff that are able to assist you and we look forward to continuing this in the future.
Have a wonderful day!
With love, P&P xx
Petal n pup is my go to online clothing…
Petal n pup is my go to online clothing store! The customer care team is very responsive, friendly and helpful when contacted.
Julia helped me recently and was so lovely.
Love their style of clothes, I’m always buying my dresses from here and always get lots of compliments!
January 10, 2024
Unprompted review
Reply from Petal & Pup
Hi Anthoné,
Thank you for taking the time to leave us such a lovely review! This truly means the world to our Customer Experience team when we hear such wonderful feedback.
We hope you have an amazing day and thank you for brightening ours!
With love, P&P xx
I ordered a cream cardigan
Update! CS reached out. Gave me the original price I paid first time for the cardigan and refunded shipping cost! All happy over here!
I ordered a cream cardigan. Really wanted it. To get free shipping I also ordered another Shacket.
Anyway, apparently the cream cardigan went out of stock and could not be fulfilled so they refunded my money but the same exact day that they refunded my money. I went back on the website and saw that the cardigan was in stock. I tried to reach customer service for days on the chat which is definitely not live and it takes them days to respond to your emails, it was suggested that I re-ordered the cardigan. my issue with this was I paid $56 for it and re-order it would be $79 plus I would have to pay for shipping whenever I had it arranged the first order that I wouldn’t pay for shipping. they have no phone number to actually speak with a person and whoever is replying to my emails. Doesn’t understand that all I’m wanting is for them to fulfill my original order. I would not recommend ordering from this site especially if their customer service cannot do any better taking days to get a response and having no number to speak with a person is very frustrating.
December 19, 2023
Unprompted review
Reply from Petal & Pup
Hi Heather,
Thank you so much for taking the time to leave this review. Your patience is so greatly appreciated as we work through higher than normal volumes.
Our sincerest apologies for any confusion or disappointment caused.
Regrettably, the cardigan purchased became out of stock at the time your order was processed, therefore a refund was issued back to your original payment method due to the item not being able to be fulfilled.
Kindly note, the item was out of stock when the refund was issued, however there are times we may get one back through returns, which then gets put back into our stock.
Rest assured our team is here to help and are always happy to make tailor-made solutions to suit our customers. I see you have been in correspondence with our lovely team member Elizabeth, who was able to assist you in obtaining your desired item for the original price purchased.
Should you find you need any further assistance in the future, please don't hesitate to get in touch with us as we are always happy to help!
Have a wonderful day!
With love, P&P xx
Just awful!
Where do I start? The clothes are so hit and miss, but mostly miss. The sizing varies greatly from piece to piece, and the quality is not great.
The worst thing is their no refund policy. If you are unlucky like me, you’ll be in a perpetual loop of returns, which wouldn’t be an issue if they didn’t charge $10 each time for return postage.
Their website is clunky, particularly on a mobile - it often resets midway through a search, and the returns screen is just awful.
PETAL & PUP REMOVE NON 5 STAR REVIEWS FROM THEIR SITES.
Avoid the trouble, and avoid this brand!
---
REVISION 17 January 2024.
After some digging, I have discovered that Petal & Pup bury their bad reviews. They order their reviews by star rating then by date newest to oldest:
- 4 star reviews start at page 958
- 3 star reviews start at page 1030
- 2 star reviews start at page 1064
- 1 star reviews start at page 1076
My review was hidden on page 1215.
December 15, 2023
Unprompted review
Reply from Petal & Pup
Hi Vanessa,
Thank you so much for taking the time to share your feedback.
We are always working towards improving for our customers and we value both positive and negative feedback. With that said, we would never remove a review purely because it is a negative one.
Product reviews listed on our website are moderated only to keep foul language, nudity and or comments not pertaining to the product purchased from being shared. Unfortunately with AI where it is, we must be cautious in allowing all reviews submitted to be posted.
If you have any other specific details as to a review you posted not being published or have specifics you could share on any other areas of dissatisfaction please contact our customer experience team directly at contactus@petalandpup.com.au and they will share those details with the team that can take action.
We are also so incredibly disappointed to hear that the items you received weren't as hoped. Quality is incredibly important to us, so I truly cannot apologise enough that the garments you received were below your expectations.
Although I was unable to locate any correspondence with our team, we would love to resolve this with you. Please feel free to reach out to us at contactus@petalandpup.com.au and note our correspondence here so we can create a tailor-made solution for you!
We look forward to hearing from you soon!
With love, P&P xx
Always good quality and quick help with…
Always good quality and quick help with problems
December 7, 2023
Unprompted review
Reply from Petal & Pup
Hi Jenny,
Thank you for such a wonderful review!
We are so honoured to have staff that are able to assist you and we look forward to continuing this in the future.
Have a wonderful day!
With love, P&P xx
Great customer service, very good material for price
I bought a dress in July 2023 but didn’t try it . I wanted to wear it later but it was faulty. The zipper was really bad that one side dress was out of shape . I sent the phone Customer service immediately accept to do the refund even 4 months passed from my purchase .
It was a very pretty dress for really good value and material . Just bad luck the sewing had issue in this one instance
December 1, 2023
Unprompted review
Reply from Petal & Pup
Hi Parva,
Thank you so much for taking the time to leave this review!
Our team always strives to provide a service that exceeds expectations and create tailor made solutions where possible. We truly hope this has encouraged you to continue shopping with us again in the future.
With love, P&P xx
Great customer service from Abby
Great customer service from Abby. Made loads of returns lately and she’s helped keep
Me updated on most of these ! Thanks Abby.
December 12, 2023
Unprompted review
Reply from Petal & Pup
Hi Rachel,
Thank you so much for taking the time to write a review!
We are so happy to hear our Customer Experience team was able to assist when needed. We will be sure to let Abby know about this as we think she is a great asset to our team.
Have a wonderful day!
With love, P&P xx
Absolutely amazing shopping experience…
Absolutely amazing shopping experience Abby really went above and beyond with her 5 star customer service!
December 5, 2023
Unprompted review
The absolute worst online process for…
The absolute worst online process for refunds still 3 months waiting, wouldn’t trust them sizing is off material is absolutely not worthy of what they charge! Seriously disappointing. Would never buy again - Major mistake and cheap quality.
October 23, 2023
Unprompted review
Reply from Petal & Pup
Hi Rebecca,
Thank you so much for taking the time to leave this review.
We are so incredibly disappointed to hear that the item you received wasn't as hoped. Quality is incredibly important to us, so I truly cannot apologise enough that the garment you received was below your expectations.
We are also so sorry to hear you have not received your refund notification. Please note, returns are processed within 3-6 business days of arriving to our warehouse and once your return has been processed you will receive an email with the details. There are times these emails may end up in your spam folder as this is a common occurrence with select email hosts, therefore we kindly suggest checking there in the future.
We would love the chance to resolve this with you. Please feel free to reach out to us at contactus@petalandpup.com.au and note our correspondence here so we can create a tailor-made solution for you!
We look forward to hearing from you soon!
With love, P&P xx
I love my Rhiannon Knit Sweater
I love my Rhiannon Knit Sweater. It's soft, colorful, and fits perfectly as advertised. I often wonder why people write such nasty reviews.
December 6, 2023
Unprompted review
Petal & Pup is my go to for any…
Petal & Pup is my go to for any occasion. They have some of the most beautiful outfit and I am obsessed with their clothing line. Wish they had a physical store in QLD. Prompt customer service and Kiran was very helpful to navigate if there is any issues with purchases. Can’t wait to see the new arrivals. Keep up the good work 👍🏼 Petal & Pup Team 💖
December 1, 2023
Unprompted review
Reply from Petal & Pup
Hi Kab,
Thank you for your lovely review, we are very appreciative of this!
To hear that the quality our garments was amazing is wonderful feedback for ourselves.
We are so happy to hear our Customer Experience team was able to assist and take action as required. We will be sure to let Kiran know about this as we think she is a great asset to our team.
We look forward to serving you again in the future!
With love, P&P xx
Amazing Customer Service.
Amazing customer service with the company never had an issues. Prompt to answer questions friendly and beautiful quality clothing.
November 29, 2023
Unprompted review
Reply from Petal & Pup
Hi Michelle,
Thank you for taking the time to leave us such a lovely review!
This truly means the world to our Customer Experience team when we hear such wonderful feedback.
We hope you have an amazing day and thank you for brightening ours!
With love, P&P xx
It’s so terrible I can’t even describe…
It’s so terrible I can’t even describe how bad the quality is. This beach dress is worse than Kmart quality but 5 times more expensive. I couldn’t even return it bc of their return policy.
November 28, 2023
Unprompted review
Reply from Petal & Pup
Hi Olga,
Thank you for taking the time to leave this review.
We are so incredibly disappointed to hear that the item you received wasn't as hoped. Quality is incredibly important to us, so I truly cannot apologise enough that the garment you received was below your expectations.
Although I was unable to locate any correspondence with our team, we would love to resolve this with you. Feel free to reach out to us at contactus@petalandpup.com.au and note our correspondence here so we can create a tailor-made solution for you!
We look forward to hearing from you soon!
With love, P&P xx
Great Customer Care - Thank you Bless! …
I wanted to say thank you to Bless who helped me with my first app order. My order went through and my bank account was debitted but didn’t receive any order confirmation or order number. Bless firstly returned my call and helped me track my order and kept me informed via email. Great customer service in my point of view and even more appreciated when purchase are made online only. Thank you again Bless!
November 21, 2023
Unprompted review
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