The party firm run by the Duchess of Cambridge’s mother has been criticised for ‘ignoring’ customers during the coronavirus lockdown.
Carole Middleton’s Party Pieces’ social media sites have been inundated with people asking where their goods are.
They claim they are not getting replies, even though the firm has been putting up Instagram posts.
Carole Middleton’s (pictured with husband Michael and sons James and Pippa in 2011) Party Pieces’ social media sites have been inundated with people asking where their goods are
Customers (pictured, a social media post by one) claim they are not getting any replies, even though the firm is still putting up Instagram posts
One mother alleged her little boy’s birthday banner never arrived and she was sent another customer’s order instead.
She fumed on the Berkshire-based company’s Instagram account: ‘Shambolic experience. Please save yourself the trouble and order elsewhere.
‘We ordered a personalised banner for our son’s birthday weeks ago and still haven’t received it.
‘Instead we received another customer’s order who lives three hours away and has also had issues with this company.
‘When both the customer whose items I received and I complained, we were promised that new items would be sent out and with us the next day. Neither of us received our orders.
One mother claimed her little boy’s birthday banner never arrived and she was sent another customer’s order instead
‘There are now two banners containing my son’s name and photo that have been delivered to unknown locations.
‘We have been left with a box full of items that we didn’t order and have now had to buy items from another reputable company to ensure we have something on time for our son’s birthday.
‘We have no trust or confidence in this company now and wouldn’t recommend them to anyone.’
Party Pieces, which was set up by the Middleton family over 30 years ago, had posted it was ‘open for business and orders are continuing to be dispatched’.
The company commented on some of the complaints online, but other customers claimed their emails went unread.
The company offices of Party Pieces are located on a farm in Berkshire, pictured in 2012
The firm wrote in one reply: ‘Hi Guys, we are so sorry we have let you down! We’ve dealt with this privately but so sorry we’ve let you both down!’
But the mother continued: ‘The issue isn’t dealt with until we receive the items we were promised.
‘No banner or ”Under the Sea” items arrived for my son today, as were promised by the MD who phoned me the other day, so this is still very much unresolved.’
Another woman also claimed she had issues with the company, writing: ‘You are here posting. I have called a million times, sent messages no response.
‘Now my daughter’s Birthday is over. I don’t need the items anymore. Kindly refund my money thanks.’
A social media user under the account Kelsievnn added: ‘Hi i have emailed twice about not receiving my order – can someone get back to me please!’
The company replied to this woman’s message but appears to have ignored others online
Mrs-poole2017 said: ‘Hi there, I placed an order Monday. I paid £5.95 for 48-hour delivery. I have not received my goods.
‘I needed some of the order for Easter which obviously it won’t arrive now. It’s also my husband’s 30th birthday Wednesday which I needed the rest of the order for.
‘I will need to reorder elsewhere if my order cannot get to me by then. I am deeply concerned as to see all these other comments too. I emailed yesterday and heard nothing back.
‘Please be honest with me and give me a refund if my goods that I have paid for will not arrive. Thank you.’
Party Pieces is run by the Duchess of Cambridge’s mother Carole
AmyJones89 said: ‘I made an order on Wednesday last week but have heard nothing since.
‘I have tried to email but no reply. It’s my daughters birthday on Friday so I’d really like to know if I’m likely to have the party supplies I ordered. Thanks.’
And Boandhenri also complained, saying: ‘Hi I am waiting for some items I ordered last week for my son’s birthday.
‘I paid extra for a faster delivery. Pls can you update me as I’m unable to get hold of you by phone. ‘His birthday is tomorrow.’
He went on: ‘So despite being promised yesterday it would arrive today I am now putting my little boy to bed on his birthday without a single item arriving to decorate the house. Really not the service I expected from your company.’
Others said their items had not arrived on time either.
Nisha90xx said: ‘Hi can I have an update on my order please? I ordered 7 days ago and it’s my daughter’s birthday tomorrow. Just so I know If I need to go out and try and find something. Thanks.’
And Jowells888 said: ‘Hi I have sent 2 emails now regarding my order can somebody please get back 2 me!
‘@partypiecesyou have said sorry to all these comments that people have made but other than that there is nothing!!! I want an answer today!
‘If u can’t give me that I want a full refund as I need that money back to actually purchase balloons that I am going to get in time and a full confirmation that I am actually going to get them!’
Emma Mulqueeny OBE said on Twitter: ‘@partypieces if you can’t respond to emails or calls and you can’t deliver anything in time STOP TAKING MONEY AND ORDERS.
‘You have not responded Mon/Tue/Wed/today and not delivered anything for 18th bday tomorrow. Thanks.’
A statement on the company website said: ‘However, due to the social distancing measures we are adopting in our warehouse, we have adjusted delivery time-frames.
The company commented on some of the complaints, but not all of them
‘We have temporarily suspended our Next Day delivery service and, due to increased demand, we have extended our standard delivery time-frames up to five to seven working days.
‘Express Delivery is three working days. Our couriers are endeavouring to deliver all orders within the promised time-scales but orders may take a little longer than usual during this time.’
It continued: ‘We wouldn’t be the business we are today without the support of our customers and dedication of the Party Pieces team and, during these uncertain times, the health and safety of our employees and their families is our number one priority.
‘We have our own warehouse and in-house team of superstars and we have put into place measures to ensure everyone is safe at work.
‘We understand how difficult it will be to celebrate these special occasions for loved ones right now but we can hopefully provide a little sparkle of happiness for families who are able to celebrate safely at home.’
Last year the company was littered with bad ratings, with just a 2.1 score on the Trustpilot website.
The firm has been contacted for comment.