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Speaker 1: Hello, let's talk about Pepper Mayo. This is a bonus episode,

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Speaker 1: a big business just in case you don't know. Every

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Speaker 1: week I come out with a main episode and then

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Speaker 1: I also come out with a little bonus episode because

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Speaker 1: I just want to give you the most.

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Speaker 2: And today we're spilling the tea. We're not really spilling the.

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Speaker 1: Tea, but I want to take a little look into

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Speaker 1: what's happened with pepper Mayo recently. For those of you

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Speaker 1: that don't know, pepper Mayo is an Australian clothing brand.

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Speaker 2: They've been around for quite a while.

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Speaker 1: Let me actually google when did pepper Mayo start. Let's see,

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Speaker 1: let's see, let's see it started in twoenty twelve.

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Speaker 2: Holy shit, they've been going, I'm really bad at mass,

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Speaker 2: but is that thirteen years?

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Speaker 1: I'm You know what people always say to me when

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Speaker 1: I like post something online or like an achievement that

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Speaker 1: I've done, People always comment like, what can't you do, Britt?

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Speaker 2: And I always write back, I can't count properly, like

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Speaker 2: I need to use my fingers and go ten thirteen fourteen,

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Speaker 2: fifteen sixteen with my fingers, Like that's one thing that

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Speaker 2: I actually can't do.

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Speaker 1: Ah.

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Speaker 2: But anyway. Pepper Mayo Australian clothing brand.

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Speaker 1: I don't think I've ever bought anything there from there

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Speaker 1: in my whole life.

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Speaker 2: I don't think it's really my style.

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Speaker 1: I think it's more like festively kind of fun clothes

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Speaker 1: and I'm a plain old Jane. But they've recently been

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Speaker 1: under fire on social media and I've seen a little

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Speaker 1: bit bit of it popping up on my TikTok. I've

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Speaker 1: seen people making negative videos. Oh what a disaster from

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Speaker 1: a brand's perspective. And I had someone send me a

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Speaker 1: DM on my Big Business Podcast Instagram accounts, So thank

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Speaker 1: you so much for the person that's sent through this question.

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Speaker 2: And by the way, in case you didn't know, send.

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Speaker 1: Me a DM on there, and I'll absolutely see it

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Speaker 1: because it's only a little baby account. Xander's in the

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Speaker 1: dms too, like we're all monitoring the DM. So if

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Speaker 1: you ever have a question for me, if there's something

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Speaker 1: you want me to talk about, if there's something you

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Speaker 1: want me to do a whole episode about, send send

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Speaker 1: us a DM on there because we read them more. Anyway,

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Speaker 1: this message said I need a Big Business EP on

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Speaker 1: the whole Pepper Mayo situation. Poor customer service, the ghosting,

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Speaker 1: people just never receiving orders.

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Speaker 2: TikTok is popping off with it now. I've seen a

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Speaker 2: few of.

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Speaker 1: These tiktoks myself, and I just think, oh god, what

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Speaker 1: an internal disaster. I can't imagine how stressful it must

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Speaker 1: be to have, like I don't know how many people

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Speaker 1: have made videos about them, but just what a stressful

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Speaker 1: situation to have all of your customers going on social

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Speaker 1: media saying I haven't received my order, they're not writing

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Speaker 1: back to me, and people like share the emails back

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Speaker 1: and forth like they've got receipts, and I just think,

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Speaker 1: oh my goodness, if this happened to me, I would

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Speaker 1: just want to, Like, obviously I wouldn't, but you just

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Speaker 1: want to like dig a little hole and jump in it,

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Speaker 1: you know what I mean. But obviously, when you're a business,

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Speaker 1: you're not gonna do that. But personally, oh my god,

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Speaker 1: I just want to crawl into a hole. But let's

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Speaker 1: just read out, just so we're all on the same page.

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Speaker 1: An Aussie fashion brand has gone global for its trendy

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Speaker 1: outfits for women, but customers are turning on it in

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Speaker 1: droves as a common complaint emergers, a global Australian clothing

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Speaker 1: brand has been slammed slammed as disgruntled customers accuse it

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Speaker 1: of failing to deliver their orders. Pepper Mayer is also

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Speaker 1: facing accusations it has deliberately deleted comments by customers sharing

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Speaker 1: their complaints on the brand social media pages. Its Instagram

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Speaker 1: account contains several comments from customers who are experiencing problems

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Speaker 1: with communicating with the brand's support team.

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Speaker 2: Blah blah blah.

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Speaker 1: One frustrated customer commented, can someone please respond regarding shipping

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Speaker 1: emails have not been responded to. Another customer said I've

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Speaker 1: sent multiple emails trying to get in contact.

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Speaker 2: This is ridiculous.

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Speaker 1: Another one wrote, wait, I didn't realize so many other

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Speaker 1: people were also waiting forever for their package?

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Speaker 2: How long is it taking? Should I just dispute?

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Speaker 1: So Essentially, what I think has happened here is it's

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Speaker 1: kind of been like a snowball effect on social media.

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Speaker 1: Someone must have started this by posting a video or whatever,

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Speaker 1: and then it's just created this massive snowball effect of

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Speaker 1: so many customers coming out of the woodworks.

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Speaker 2: Going, oh my god, I'm dealing with this too, What

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Speaker 2: a bloody nightmare.

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Speaker 1: So the owners have come out and I think it's yeah.

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Speaker 1: I think yeah, it's the two owners. They've come out

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Speaker 1: and they've made a statement. Clearly something is going on

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Speaker 1: in the back end of Pepper Mayo, whether it's like

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Speaker 1: a logistics problem, a software problem, like that's what it

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Speaker 1: sounds like if customers, like just from my experience, if

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Speaker 1: customers are not receiving their orders, there's something happening happening Logistically,

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Speaker 1: I can't speak to customers not being responded to. My

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Speaker 1: only thought could be perhaps they're getting so many emails

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Speaker 1: that the team are just struggling to get back to

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Speaker 1: every single one of them in a timely manner. But like,

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Speaker 1: as for us as a fashion brand, we reply to

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Speaker 1: all of our emails every single day, all day long.

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Speaker 1: So my guess there is they're probably getting slammed with

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Speaker 1: so many that their team can't keep up. They could

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Speaker 1: also be having some staff issue tied in with this,

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Speaker 1: like maybe that are they're understaffed or their staff are quitting,

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Speaker 1: like who knows, I can't say, but their apology and

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Speaker 1: statement says this, Firstly, we want to sincerely apologize for

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Speaker 1: the recent delays experienced by our amazing customers. In receiving

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Speaker 1: their orders and for our lack of transparency during this time.

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Speaker 2: The statement said, we know we let.

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Speaker 1: You down, and for that we are truly sorry. It

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Speaker 1: also says here that this statement comes just days after

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Speaker 1: the founders hosted a BP trip to Gojeller for.

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Speaker 2: A group of social media influences. What a disaster. Oh

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Speaker 2: my god.

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Speaker 1: I feel bad because I'm not trying to like shame

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Speaker 1: them or whatever, but just speaking from my experience, if

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Speaker 1: if we were in turmoil with our customers and people

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Speaker 1: went receiving their orders and emails we're being responded to,

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Speaker 1: it is so tone deaf to then take your influences.

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Speaker 2: On a fucking Coachella trip.

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Speaker 1: I can't but again, like, yeah, I see it from

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Speaker 1: their point too. The trip was probably booked a year

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Speaker 1: in advance, so of course they got to do it,

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Speaker 1: and they got to keep the market and going, Oh goodness,

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Speaker 1: what a disaster. You'd think that they would address something, yes,

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Speaker 1: like if you've got the trip planned. Like, again, I'm

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Speaker 1: only speaking from me, but if I had all this

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Speaker 1: shit going on in the back end, and I had

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Speaker 1: the Coachella trip planned and everything's already paid for and

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Speaker 1: locked in, like understandably they're gonna go, But as the founder,

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Speaker 1: I would have jumped on our social media and said, look,

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Speaker 1: I want to make this video before it blows up,

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Speaker 1: and here's what's happening. XYZ is happening and we're working

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Speaker 1: on it. Like give your statement and then say and

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Speaker 1: by the way, sorry, but we're taking influences on a

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Speaker 1: trip and you're all gonna be really pissed off at that.

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Speaker 1: But I'd just be fucking honest instead of just like

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Speaker 1: ignoring and then doing the trip. The statement then says,

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Speaker 1: we understand that seeing our recent Coachella event may have been.

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Speaker 2: Upsetting during this period.

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Speaker 1: Please know these campaigns were planned months in advance, so

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Speaker 1: there you go. And like anyone with a brain between

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Speaker 1: their two ears will know that when a brand is

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Speaker 1: doing a Coachella trip, that shit is planned six plus

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Speaker 1: months in advance. They haven't gone and just booked this

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Speaker 1: trip in spite of the customers that have the concerns,

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Speaker 1: but it still comes across as extremely tone deaf and

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Speaker 1: not caring towards their community. The founders assured customers that

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Speaker 1: their team had cleared approximately eighty five percent of their

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Speaker 1: order backlog and planned to be fully caught up by

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Speaker 1: the end of the weekend like when this happened. They

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Speaker 1: went on to explain that their decision to move their operations,

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Speaker 1: which are based in the United States.

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Speaker 2: I thought they were an Australian brand. Who knows, maybe

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Speaker 2: they're set up over there.

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Speaker 1: It caused the backlog and offered free express shipping to

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Speaker 1: customers for a month as a small way of making

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Speaker 1: it right.

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Speaker 2: Oh spicy.

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Speaker 1: You know, logistics is really difficult and stuff can happen,

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Speaker 1: like you can be one decision away from like fucking

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Speaker 1: up your logistics. And again I don't work at Pepper mao.

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Speaker 1: I don't know them, but maybe they have, you know,

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Speaker 1: moved warehouses or whatever, and it's just caused this backlog.

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Speaker 1: And if you're getting a heap of orders, it can

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Speaker 1: throw the whole thing off. And I can speak to

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Speaker 1: this from our experience as well. At Fate, we take

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Speaker 1: a lot of pride in being able to get our

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Speaker 1: orders out really quickly, and our customers that shop with

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Speaker 1: us frequently, they know how fast the shipping is. Especially

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Speaker 1: in our Fate Society Facebook group. Our customers will place

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Speaker 1: an order, you know, at night time, and then they'll

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Speaker 1: get their shipping notification let's say the next morning, and

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Speaker 1: they'll always post in our Fate Society group being like,

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Speaker 1: oh my god, Chris Jenner works hard, but the Fate

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Speaker 1: Warehouse team works harder. And our customers always praise us

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Speaker 1: for how quickly we get our orders out. But then

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Speaker 1: let's say, for example, we do a sale, then all

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Speaker 1: of a sudden, we can't get every one's order out

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Speaker 1: the next morning because we have thousands and thousands and

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Speaker 1: thousands of orders to get through, and I notice it

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Speaker 1: within our community group. Let's say if we do a sale.

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Speaker 1: When we do a sale, it can take like up

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Speaker 1: to two weeks to get everyone's orders out from that

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Speaker 1: one sale because the volume of it is just on

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Speaker 1: another level. And then we've had people posting in our

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Speaker 1: community group to be like, where's my order? Like usually

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Speaker 1: it comes out so so quickly, but I ordered a

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Speaker 1: week ago and it's still not shipped. And it's just

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Speaker 1: because when you've got that many orders, it slows down

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Speaker 1: the whole.

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Speaker 2: The whole process.

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Speaker 1: But when doing anything like this like moving warehouses, changing softwares,

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Speaker 1: doing a sale, it's up to us as brands to

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Speaker 1: clearly communicate to our community, hey, we're doing a sale

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Speaker 1: or hey, we're moving warehouse, whatever it is, it's so

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Speaker 1: important that you communicate that to your customers to say, look,

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Speaker 1: I know we usually get the orders out really quickly,

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Speaker 1: but because we're doing a sale, you can expect it

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Speaker 1: to take anywhere from X to X for us to

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Speaker 1: get our orders out. I feel like this is a

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Speaker 1: massive doozy on Pepper Mayo's behalf, and I'm sure this

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Speaker 1: will be a massive learning curve for the founders of

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Speaker 1: Pepper Mayo. When you're doing something that's going to be

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Speaker 1: changing the logistics of your company, like they've moved warehouse

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Speaker 1: or shipping providers or whatever, it's just so important to

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Speaker 1: be transparent with your community. And I know the times

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Speaker 1: that we've moved warehouses, it's fucked, Like moving warehouses is fucked,

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Speaker 1: but we've always expressed that to our community and they

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Speaker 1: know that we're moving, you know. And then it's important

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Speaker 1: to make sure our customer service team is across everything

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Speaker 1: that we're doing so that they're also giving that correct

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Speaker 1: messaging to the people that are emailing. But yeah, well

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Speaker 1: I do not envy Pepper Mayo, and I mean no

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Speaker 1: shade to them by doing this episode. But it's just

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Speaker 1: been a hot topic on social media in the last

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Speaker 1: couple of weeks and they've been absolutely under fire. I

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Speaker 1: think it's important to remember no business is perfect, and

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Speaker 1: I'm sure their intentions are good. I think the Coachella

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Speaker 1: trip being lined up with this disaster happening for them

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Speaker 1: definitely made everything a lot worse. But we all make

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Speaker 1: mistakes in our business journey and we can only learn

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Speaker 1: from them and move forward, and it's all about just

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Speaker 1: being transparent and keeping your community in the loop. They

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Speaker 1: will absolutely appreciate it, but yeah, I do not envy

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Speaker 1: the Pepper Mao team at all, and also sending my

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Speaker 1: love to their customer service team because unfortunately, when something

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Speaker 1: like this happens, they're the ones that cop it, because

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Speaker 1: they're the ones that are getting the emails off everyone

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Speaker 1: who's rightfully so upset that they haven't received their orders

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Speaker 1: or responses. But it's the team mem that are the

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Speaker 1: ones getting slammed. I can only imagine in the inbox

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Speaker 1: when the customer service team would have had nothing to

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Speaker 1: do with this disaster unfolding. They're quite literally just shown

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Speaker 1: up and doing their jobs and something's obviously gone really

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Speaker 1: wrong in the back end, and they're the ones that

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Speaker 1: are going to be copying it and the social media

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Speaker 1: team on the comments.

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Speaker 2: Oh to be a fly on the wall.

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Speaker 1: In some other workplaces. Good times, good times for her Mayo.

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Speaker 1: But from one business to another, I hope that they

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Speaker 1: have by this time, you know, rectified it, smoothed it

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Speaker 1: all out. It would have been so stressful, like, yes,

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Speaker 1: they've made a mistake and it was maybe their own fault,

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Speaker 1: but regardless, it would have been extremely stressful. I know

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Speaker 1: for a fact, I'd be fucking stressed if we couldn't

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Speaker 1: get through all of our orders and the emails were

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Speaker 1: pouring in in the thousands, you'd just be like, holy shit.

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Speaker 1: But for their sake and their team's sake, I hope

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Speaker 1: they were able to get through it, and I'm sure

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Speaker 1: they would have learned a million lessons to kind of

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Speaker 1: hopefully never have happened again, and touch Wooden, something like

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Speaker 1: this never happens to me.

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Speaker 2: Oh.

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Speaker 1: Anyway, that's all for today's bonus episode, and I'll see

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Speaker 1: you next week for My Maine