On November 15th, 2024 I purchased an early Christmas gift for my wife from Instagram ecommerce retailer Pampelone. I had gotten her something from them a few years ago and it was a big hit.
About a week later I still hadn’t received an order status update, so I sent a message to their customer service email address. The FAQ page on their site clearly states, “If 7 working days have passed and your order has not been dispatched, please contact us via email support@pampelone.com and we will get back to you within 24 hours.”
I did not receive a reply within twenty-four hours. Ten days later, on November 25th, I was sent an automated shipping update and tracking ID via an email indicating the order was on the way.
Two and a half weeks later, after checking the site every day, the status of the order had not changed. I sent another email asking for an update and got no reply.
I emailed again the next day, and the next day. No reply.
I waited three more days and then tried contacting them via Instagram direct message. Their website does not provide a phone number or mailing address. I also sent an Instagram DM to their sister company, Aura, and yet another email to their customer service mailbox. Nothing. Nada. Zip.
I was beginning to fear that it would not get here in time for Christmas. We’re pretty relaxed about presents in our family, and I know my wife wouldn’t be upset to get an IOU under the tree, but it was still annoying that my repeated customer service requests were ignored for more than a month.
On December 23rd, though, I was sent another automated email telling me the order was out for delivery and should arrive on the 24th. It actually arrived just a few hours later. A Christmas miracle!
I was pleasantly surprised that the gift was delivered in time for Christmas, but the lack of communication was extremely frustrating.
And now I need to exchange the gift, and you can guess where this is going. Not only have I not received a single response to any of my previous attempts to contact them, since at least January 3rd the link to their online returns center takes you to a dead end. I’ve sent multiple emails (again), but still haven’t gotten a reply.
I had a similar Christmas gift issue. I did have the give a picture of the gift to my husband, the gift arrived 12/26. I also had an issue buying a book, it came digital even though the website said nothing about digital content. I got auto responses from them, I complained on the BBB website, it got their attention and I got my funds returned. I also found a different email for them on PayPal and bombarded it with return my funds emails. Good luck