Many customers praise quick help from named agents who sort out orders, exchanges, and refunds fast. Others describe long refund delays, return fees, and uninsured shipping on higher-value items. Product feedback is mixed: some buyers report good fit and solid construction, while others call items thin, polyester-heavy, or poorly finished. Several reviewers also mention extra customs and return charges that push up the total cost.
Examples from available reviews (Dec 2021 – Mar 2026).
Customer service agent Griffin promptly processed refund and replacement.
“He went above and beyond to ensure my refund was processed”
Returned dress weeks ago and still haven't received a refund after ten weeks.
“now been over 10 weeks no return”
Dress material differed from advertised; reviewer felt product looked cheap.
“very disappointed as it’s 100% polyester and looks so different to the photos online.”
High customs and return costs made the purchase far more expensive.
“It cost me £60 to get two dresses through customs.”
Several reviews mention specific agents (Griffin, Reagan, Ella) and describe quick, polite fixes. Other customers report slow or missing refunds and deliveries they say were disputed. The feedback pairs frequent praise for individual reps with recurring breakdowns on some returns.
Some reviewers point to high customs, shipping, or return charges that lift the real price paid. A few say refunds for shipping or customs were refused or took too long. Positive comments on value show up mainly when the product quality matched expectations.
Many shoppers describe easy exchanges and fast follow-up once support stepped in. Others found returns confusing, with separate QR codes for each item and extra return fees. A smaller group specifically questioned shipping choices for expensive items.
Some buyers praise the fabric, fit, and sizing, saying items feel well made. Others describe thin pieces, 100% polyester fabric, weak stitching, or inconsistent sizing. Overall, comments point to uneven results rather than consistent quality.
Several reviewers note fast, clear replies and a friendly tone from customer service. Others report long gaps, slow responses, or refund updates that stayed unresolved for weeks. Praise for named agents comes up often enough to stand out against the delay complaints.
Reviews tend to fall into two paths: quick, helpful support with orders that work out, or drawn-out return and refund problems with added costs. Many customers are satisfied when staff step in. Others describe frustration with the steps involved and shipping or refund issues that never fully clear.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (21) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Customer service agent Griffin promptly processed refund and replacement.
“He went above and beyond to ensure my refund was processed”
Petal & Pup promptly refunded and provided friendly, responsive customer service.
“Petal& Pup responded to my email promptly and issued me a full refund.”
Products have great quality and sizing; customer service was fabulous.
“Clothes quality and sizing is amazing”
Staff consistently resolve issues quickly and efficiently.
“The staff at Petal and Pups are exceptional.”
Customer service helped with wrong-size orders and were very helpful.
“the customer service is so kind and work tirelessly to help”
Dress material differed from advertised; reviewer felt product looked cheap.
“very disappointed as it’s 100% polyester and looks so different to the photos online.”
Reagan provided excellent help and made the company look great.
“she was just THE best help.”
Returned dress weeks ago and still haven't received a refund after ten weeks.
“now been over 10 weeks no return”
Refunds took much longer than promised by customer service.
“but took 11 days”
Ella responded promptly and provided friendly, helpful service.
“Ella was great to deal with.”
Seller shipped expensive dress uninsured and refused refund after claimed delivery.
“Petal and Pup is carelessly sending out packages with $100 dresses via USPS”
Reagan provided fast, clear, friendly customer service resolving my return.
“she was fast at replying, clear communication, friendly and efficient.”
Prompt, helpful, and friendly service made exchanges easy.
“Prompt reply. Extremely helpful & friendly service”
Company refunded order after complaint but refused to refund high shipping costs.
“they hadn't refunded the high shipping costs.”
Customer service honored a discount request promptly and courteously.
“the customer service is outstanding.”
Dress was hideous and returns required a $10 fee plus paying for box.
“they charge $10 to return plus I have to pay for my own box.”
Sizing is inconsistent and items fit unpredictably.
“there’s no consistency and their size 8-10 is more like a 6-8.”
Customer service promptly handled my exchange and stayed in contact.
“They responded immediately and stayed in contact until my order was amended.”
Returns process was confusing, charged fees, and customer service was slow.
“the dresses had to be returned SEPARATELY with their own QR code”
High customs and return costs made the purchase far more expensive.
“It cost me £60 to get two dresses through customs.”
Product quality was poor and returns cost $10, inconvenient process.
“The quality of the product was very poor”
I ordered a maxi dress from this site and I'm so disappointed with the fabric . Firstly, it's very thin and see-through. Secondly, the stitching looks poorly done.
To sum up: I got a badly stitched maxi dress made from a low-quality fabric for a higher price than expected. In addition, the support team was unhelpful and slow to reply. Customer service should be proactive in providing an efficient workflow, including paying attention to customers' concerns and feedbacks. Unfortunately, they don't seem to care about their clients at all. I've been trying to reach them through different channels: email, call and live chat but all of them were either not functioning or I waited for over 15 minutes to get in touch with someone. I was expecting such a site to provide excellent customer service, but it turned out that's not the case at all. I would not recommend this site to anyone. This site is a scam! Do not order anything from here!
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Petal & Pup is an online fashion retailer focused on women’s clothing and occasion dresses. It sells dresses, tops, and event wear for occasions such as parties and weddings. Product pages usually show sizing details and photos meant to illustrate fabric and fit. Customers order online, with shipping available to domestic and international addresses. The site typically includes return instructions, order tracking, and ways to contact support.