Business ProfileforPopilush

In August 2024, BBB investigated Popilush business practices. This investigation was prompted by a pattern of consumer complaints alleging non-delivery of ordered merchandise, inability to contact company, lack of communication, and inferior quality of merchandise prompting requests for delivery, contact from company or refunds. 

As of the date of this Business Profile, the company has been one report posted to the BBB’s ScamTracker page: https://www.bbb.org/scamtracker/us

On August 23, 2024, BBB notified the company by email about the pattern of complaints alleging non-delivery of ordered merchandise, inability to contact company, lack of communication, and inferior quality of merchandise prompting requests for delivery, contact from company or refunds.

Better Business Bureau requested information on how Popilush was going to correct the pattern of customer complaints. On September 10, 2024 a second letter was sent to the company regarding the pattern of complaints and how they were going to resolve the pattern.

As of the date of this Business Profile, the company has not responded to BBB’s request for a written plan of action for resolving the pattern of complaints and none of the emails have been returned to this BBB as undeliverable. 

On October 14, 2024, Popilush responded to their alleged pattern of complaints which BBB brought to their attention by providing a plan that outlines their ongoing effort to reduce or eliminate their alleged pattern of complaints. This plan includes the following steps as they relate to: Non-Delivery of Orders, Difficulty Contacting Company, Product Quality Concerns and Delays in Refund or Exchanges: 
Improving Logistics Tracking-Enhancement of partnership with logistics providers to ensure transparent and accurate tracking of all orders,
Order Tracking System- Customer will be able to view the real-time status of their shipments and receive timely notifications of any changes,
Priority Handling for Delays-In cases of delays, they will prioritize communication with the affected customer(s), and offer compensation such as refunds, discounts, or expedited shipping,
Internal Audits-They will conduct regular audits of their shipping process to ensure that orders are fulfilled promptly and that delays are minimized,
Expanded Customer Service Team-They will increase the size their customer service team and extend their operating hours to ensure that customers can reach them more easily,
Multi-Channel Support-They will implement a multi-channel customer support format to include live chat, email, phone support, and social media,
Response Time Commitment-Popilush will respond to consumers with 48 hours of receiving communications and for more complex matters will respond within a 7-day period,
Enhanced Complaint Management System-Popilush will have streamlined system introduced to manage and track complaints, thus ensuring they are being addressed in a timely and effective manner,
Strict Quality Control-Popilush will implement stricter quality control measures to ensure that all products meet high standards before being shipped to customers,
Supply Chain Review-A thorough review of suppliers and manufacturing processes will be conducted to ensure consistent quality across all product lines,
Clear Product Descriptions-We will provide more detailed product descriptions and images to help customers better understand what they are purchasing, reducing the likelihood of dissatisfaction due to unmet expectations.
Quick Response to Quality Issues: Should any quality complaints arise, we will offer immediate solutions such as refunds, replacements, or store credit to maintain customer satisfaction.
Optimized Refund/Exchange Process: We will streamline our refund and exchange processes to ensure quicker resolution. Customers will be able to submit requests more easily, and all refunds will be processed within 5 business days of approval,
Automatic Confirmation: Once a refund or exchange is initiated, customers will receive an automatic confirmation email with a tracking number for the status of their request, and
Dedicated Team: A specialized team will handle all refund and exchange requests to ensure they are processed efficiently and with clear communication to the customer.

Popilush will be implementing this plan over the next 3 months, with a review period in 6 months to ensure these changes have effectively addressed BBB concerns that were brought to the company’s attention through customer complaints.