Princess Highway Traffic Jam

Princess Highway has been the creator of some of my most favorite whimsical prints for several years now including the sweater and skirt I'm wearing in these fall pics.  I first discovered them on ModCloth.  After Modcloth and I peacefully parted ways, I've continued to buy from PH, in fact, I prefer buying directly from PH.  Because they're based in Australia, their seasons are opposite to the US, so basically everything I want is already on sale.  Shipping is a bit high, but the savings usually make up for it and in spite of the distance, my orders always reach me in 2-3 weeks.  Until now.

In July I gave Mr. Bleu a list of two things I wanted from PH for my birthday in August.  The list consisted of the same Fair Isle sweater vest in two different colors and by giving it to him in July, I hoped felt certain they would reach me by my birthday.  I also asked for a cake, a miniature cake done in this very vintage style and offered by a local bakery.  My birthday arrived with no gifts and no cake.  Mr. Bleu apologetically informed me that although he had ordered one of the vests (not two and no cake because he didn't actually bother to read my short and concise list, but merely clicked on a link he saw in the email and called it done) it had never shipped and customer service had only responded one time and said there was a delay. 

By the end of September, after no action had been taken on the order and customer service had stopped answering messages, I advised Mr. Bleu to file for a refund with our credit card company.  He did so and we received a refund.  No other mention of my birthday or a replacement gift was made.  I was disappointed in more ways than one.   Convinced that this was merely a fluke with PH, I placed another order at the end of September.  The color of vest Mr. B ordered was sold out, but the other was still there, so deciding to give myself this birthday gift, I ordered the other vest and three dresses that were on sale.

After three weeks of no movement on my order, the other vest sold out and I received a notification and a refund.  I wrote to customer service to ask what was going on.  I stressed that I didn't mind waiting if only they could give me a time frame.  If I didn't hear from them, I stated that I would seek a refund at the one month mark.  To date I have never received a reply but one month to the day one item from my order did ship out.  It hasn't arrived yet and I'm still waiting on the other two items as I write this. 

I don't know what's happening with PH and after three months or this runaround, I don't even care anymore.  I think when things like this happen (whatever it is) the company exec's first instinct is to hide the problems to prevent their customers from losing confidence in them, but that's the worst thing they could do because it actually accomplishes the opposite goal.

Dishonesty breeds distrust.  Silence when things are obviously going badly breeds distrust.  If a company is struggling, be honest with your customers and they might just rally to support you.  At the very least, they'll know what's going on so they can plan accordingly.  So, as I sit and wait on the rest of my Princess Highway order, with no idea why on God's green earth it's taking so freaking long, what I do know is that I won't be ordering from them for a very long time if ever again.

Update:  About two days ago I received a form letter stating that the remaining two items in my order could not be located and I was issued a refund.  After going to the website I found that one item was sold out, but the other was still listed for sale in my size.  I sent another message asking for clarification and explanation and practically begged for some response from a person but I doubt I'll ever get it, especially since my original message has never ever been answered.  I guess this is just one more place that I can't shop at and will no longer recommend.