Pop Up Plus NY

I'm really glad I bought from this company despite the iffy reviews (they're from 5 years ago anyway, so I took them with a grain of salt). I received my order today (6/18/2020) and I am honestly so impressed by how a dress I bought for $10 could be so high quality. If you're plus-sized I don't have to tell you how hard it is to come by clothes that both fit well and look good, and both the dress and skirt I bought do just that.

They also included a nice hand-written thank you note. It's a small thing, but details like that really show how a business cares about their customers.

They are often out of stock on a lot of items which is a bummer. I'm hoping with more support they'll be better about that in the future.

Please keep in mind that small companies are not Amazon. They will make mistakes here and there because they have limited resources, and it's not a big deal if you don't get your clothes exactly when you want them. Be patient and remember they are doing their best.

Thank you Pop Up Plus for making me feel pretty again!

It's really hard getting in contact with this

company! I reached out by phone, email and even messaging absolutely noooo reply. My package had the wrong mailing address. I'm just trying to solve this issue so I can have my item for my Birthday!

Review: Hi. I ordered an outfit from pop up plus online on 6/**/15. I ordered expedited 2 Day shipping because I have a trip coming up soon and wanted my outfit on time. I was emailed on 6/**/15 by Jessica, who is pop up plus' customer care personnel that stated that my outfit would not be shipped until Saturday and would get to me as soon as possible, and also that there was a note on the website stating such. I didn't see this note but I am not claiming that it wasn't there. I did not contact pop up plus at this time because I figured I would still get my outfit sent to me in a timely manner since I ordered expedited shipping. I have since not received any other emails or tracking numbers from pop up plus online, and it is now Wednesday 7/* and I have yet to receive my order. I contacted Pop up plus by email as well as message. I was called back by Jessica and she stated to me that an email was sent with a tracking number on 6/**, which I never received and that my outfit was shipped on tuesday and would get to me by Friday 7/*. I asked for all of my shipping money back because I needed the outfit by Thursday and will be out of town, so this was a major inconvience to me especially when the package was supposed to be shipped Saturday as the email stated. She then became very angry with me and was yelling at me over the phone, she also would not let me talk, was talking over me, and called me a bully and a liar. She stated that she was only going to refund me $10 for shipping when I paid $20 for shipping, and she also hung up the phone on me as I was talking to her. I am not pleased with this business or how the customer care personnel handled this situation. She was very rude to me and I would like for this situation to be handled appropriately. Thank you...I would also like to be refunded all of my shipping money since my order was not shipped as stated by the company.Desired Settlement: Refund of all of expedited shipping costs. Apology from Customer care Personnel

Business

Response:

Pop Up Plus has been in operation since 2009. We pride ourselves on exceptional customer service and will continue to uphold the highest standards of excellence, despite this particular complaint.[redacted] placed an order on our site on June [redacted], 2015 at 3:15pm. An automated email was sent seconds later. The very next day June [redacted] a follow up email was sent to the customer at 3:19pm alerting the customer that she ordered expedited shipping on a PREORDER item. The item had a Ship Date in the subject heading, the Product Description and in bold red to remind our customers that this item was expected but not yet in stock. Our customer care associate Jessica wanted to ensure that [redacted] understood that her order would not go out that day as we we had not yet received it from the manufacturer. This particular best practice we put in place after feedback from our customers stating that they would want to know the exact date a preorder item ships. We never received a response from [redacted] acknowledging the email.On June **, 2015 7:50 pm an automated email was sent to [redacted] with her tracking number ( We are able to provide screen shots if needed). We shipped the item in expedited fashion as requested. On Wednesday, July [redacted] we got a message from [redacted] an[redacted] from Customer Care responded the same day. [redacted] also sent an email stating that we never shipped her order and we responded with screen shots of the automated email sent and the tracking from [redacted] showing it was delayed.What is really troubling for us is the way in which [redacted] handled our customer care rep[redacted] was on the phone with her for almost half an hour, trying to keep [redacted] calm and also trying to walk through the exact processes of how the situation was handled[redacted] explained that once an order leaves our warehouse it is very hard to ensure that it gets to where it needs to go on time. We state this very clearly in our policies and procedures. To expect any company to be responsible for the thousands of ship and truck routes for [redacted] is a task that no company could readily manage. [redacted] stated on their site that they had delays and unfortunately there was nothing we could do to help. If we could have overnighted another to appease [redacted] we would have, but we were sold out of that item.[redacted] remained on the phone with [redacted] trying to keep her calm, emailing her all of the screen shots she requested etc. [redacted] used terrible expletives, the "*" word several times and I was in the office after Jessica hung up the phone and to tell you truthfully, this experience move[redacted] to tears. I don't think we had ever dealt with such a troubling interaction with a customer in our 6 years in business. [redacted] was refunded $10.05 which is what she paid extra to have the item expedited.As I stated earlier, we pride ourselves on customer service here at Pop Up Plus. If you look at our social media outlets as well as customer emails, we have the proof from our customer testimonies that we work hard and strive for excellence. In the 6 years I have run this business I have never seen any interaction like this. We provided screen shots and documentations of our process, provided the customer with a prompt refund and returned all emails and phone calls in a timely manner. Another point of note, is my strong belief that no customer service rep should be bullied, yelled and cursed at and/or mistreated. I am disappointed that this stain has been left on our legacy but we will continue to uphold our standards and put the customer first. ~ Pop Up Plus

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]This response from pop up plus is a complete lie. I only became frustrated with [redacted] after she refused to let me speak and was yelling at me over the phone as if she was the customer who paid HER hard earned money for services. She never let me talk or explain why I wanted a full refund on shipping expenses. I never once called [redacted] out of her name but instead I was called a liar and a bully and was hung up on, which is totally unproffesional. I was also never told that they were unsure when my item would arrive. I received an email on Thursday 6/** stating my item would get to them on Friday and my item would ship on saturday. Now you do the math, even if my item didn't ship until 6/** two days for expidited shipping from that date isn't friday. But they don't understand why I was upset, and [redacted] who is supposed to be a customer care personnel refused to hear me out and continuously yelled at me over the phone. If they want to continue their so called good busines they need to hire another customer care personnel, because [redacted] is absolutely rude and disrespectful and I do not believe the lie that she cried after she HUNG up the phone on me. I would still like to receive an apology as well as expedited shipping expenses that were not refunded to me. Thanks

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: On March ** 2015 I'd ordered a dress off an online site call popupplus.com. The total cost of the dress is $42. With shipping,the total price of the dress was $49. My order number is [redacted] I've received the dress on April [redacted]. I've tried on the dress to see if I can fit it. I really didn't like how the dress looked on me, so I decided to return the dress. I've read the return the policy thoroughly, and again I decided to return the dress. On Mon April [redacted] I've returned the dress. I paid $4.18 for the return shipping fee. On Wednesday April [redacted], I've received an email from [redacted] from customer care stating that they received my return but the garment has been worn and is covered in some kind of smoke. So she wasn't going to refund my money and she was going to return the dress to my house. I'd emailed her back stating thAt I tried on the dress to see if it fits and there was no smoke covered on the dress because I don't smoke. I then informed thAt I will be making a formal complaint because there wasn't anything wrong with the dress.Desired Settlement: I will like to get a refund for my purchase which is $42, $7 for shipping,and $4.18 for the return shipping fee. A total loss of $53.18. The dress is being shipped back to my residence. I'm willing to ship it back once this matter has been resolved. I will not open up the package to prove that the garment hasn't been tampered with.