Pearl and Earl

[moocowmrs]

Just wondering if anyone else is waiting on sweatshirts personalised ones from pearl and earl, they seem to be failing to deliver and there are lot of unhappy customers on Facebook, I am waiting for four and wondered if anyone had received theirs. There seems to be complaints re quality as well. They are not cheap to British made and look good. They have obviously just got snowed under.

[Elizabethtailored]

I waited for a month! Then filed a claim through PayPal. Really annoyed as looked so nice but masses of posts saying they are really bad quality and print is squint etc. I think they should be shut down!

[moocowmrs]

I have seen the complaints as well, was so looking forward to getting them as well, such a shame. Not sure what to do now really.

[jenster1976]

I had an email saying mine had been dispatched (finally)!on Saturday, but still no sign. Wondering if it will actually turn up. I'm cross that they didn't pull their face book ad more quickly, when it must have been apparent to them they weren't coping. Offering a discount at that point was crazy...

[bigbadbarry]

I got mine - hadn't realised I was lucky! It took a while. I really like it though, nothing squint.

[moocowmrs]

Barry the face book page is full of vvvv unhappy folk ! No updates now since the 6th complete radio silence, I am not sure what to do really, are you totally happy with yours?

[Elizabethtailored]

I think Trading Standards have been informed.

[moocowmrs]

Yep think they have Elizabeth, wondered which you ring though the one local to them I suppose.

[SellFridges]

I asked for one for Christmas and it took almost a month to arrive. DH hasn't opened it though so I don't know about quality. I know he also bought something else as didn't expect that to arrive so I'm winning!

[bigbadbarry]

Yes, totally happy. I feel a bit bad now

[bigbadbarry]

Maybe I've misunderstood though, it wasn't personalised just had a star on th front? So perhaps it is a different sort?

[moocowmrs]

No Barry glad you are happy gives me a little hope that if they ever turn up they might not be a pile of rubbish !
Will keep fingers crossed but am no that hopeful x

[Elizabethtailored]

I really loved the jumpers- so annoying. Has anyone seen anything similar elsewhere ?

[moocowmrs]

The Facebook page seems to have been pulled now, there was communication today but people are cross and they wanted answers !

[Cataline]

I received mine- it took a month and a half to arrive but it's gorgeous. I have friends who have them too and love them.
I think they're a very small family business and just took FAR too much on in a very short space of time and it has backfired horribly for them. Feel very sorry for everyone who's not got their orders too obviously!

[hollinhurst84]

Mine came quite quickly but it was just one that was in stock

[moocowmrs]

Still keeping my fingers crossed as they look fab, and a great BRITISH enterprise but they see to have gone about it the wrong way and now seem to be putting their heads in the sand !

[PetShopGirl]

My sweatshirt finally arrived a few days ago after a very long wait. The quality is not great, but it was fairly cheap with the discount so I can live with that. It's a bit too big though; do you think there's any point at all even attempting to change it? Or do you reckon I should just cut my losses?

[moocowmrs]

How disappointing pet shop, put it down to experience I think, they are so out of their depth, they advertised and offered discount and then seemed suprised when they had orders !

[Stickerrocks]

Their website site says customised Christmas orders stopped on 29 Nov and all other Christmas orders on 1 Dec, which seems ridiculously early. They've gone on holiday from today until mid Jan so there is no point in even trying to moan.

[moocowmrs]

No not really just frustrated I suppose, ah well luckly they were a extra gift for the Dc's.

[moocowmrs]

Well no dispatch email received so I suppose that's me done ! Facebook disappeared and all questions on Twitter seem to have disappeared as well. Lesson learnt x

[Signingmama]

I ordered two on 21 November. Despite emailing continuously and an email on 22 December to say they'd been sent - still waiting! Going to get in touch with the credit card people now to cancel. Gggrrrr. They were a Christmas present, so not happy at all!

[Budlynut]

Really peeved! I ordered mine on the 12th November and am on my fifth email to them - no response to any of my correspondence and they have taken my money! FB and twitter removed and they say that they are 'back to work' on the 10th January?! Anyone else had any response from them?

[Signingmama]

Hi, I messaged them again on New Years Day - received an (almost instant) answer! This is what they sent......



Hello Beverley Nolker,

Pearl and Earl has refunded your order a total of £52.00 GBP for:
1x Neon JOY Slouchy Sweat Raglan Womens Jumper - Navy / X LARGE / Neon Pink
1x Metallic Star Slouchy Sweat Raglan Womens Sweat - Black / X LARGE / Silver

Please reply to this email if you have any questions or concerns.

HQ Help Team

Pearl and Earl




Hello Beverley

Thank you for your message. How heartbreaking to hear your story.

We have attached below an email sent to you in the early hours of Christmas Day - as we have worked solidly through the holidays trying to catch up with our customers and apologise.
The outside support we recruited let us down, so despite our best intentions we were not able to offer our normal levels of customer service or supply. In addition we have had an issue with our Zendesk system, with messages we have sent having not been received by customers... this must have been the case with yours

Dec 25, 2015 02:13 (assign)
Hello Beverley

Thank you for your message. Firstly please accept our sincere apologies for the delays with your order and indeed the response times from customer services. Please be assured we have learnt many lessons to take into the New Year.

We are sorry to hear that there was an issue with the delivery of your order. We use a first class parcel service and going forward we are going to use tracked services to avoid these issues.

We can offer you 2 alternatives to resolve this issue. We can of course offer you an immediate refund, we are working through the holidays to expedite these. Please simply forward this email to [email protected]

Alternatively we are working to process back orders / issues between Christmas and New Year, if you would like us to do this for you, please forward this to [email protected] and we will put it on the production list to send replacements.

We hope this goes some way to make up for any inconvenience caused.
Once again please accept our apology and best wishes for the Festive Season

Pearl and Earl HQ

So once again we are apologising, not just to you, but to lots of other customers who have not received our emails that were sent with a heartfelt sentiment

We would love to help if we can so perhaps you can let us know if there is something we can do. Would you like a JOY sweat anyway?
Once again please accept our apology and best wishes for the Festive Season

Pearl and Earl

[Budlynut]

Thanks Beverley! Makes me think that if I keep emailing them I may get a response as well (even though I am pretty sceptical that they couldn't respond to people on Facebook and Twitter and Emails with the different devices available to us in this day and age......) Such a shame as was really looking forward to giving one as a present. Will keep trying - maybe for next year......:)