Mochipan Omdömen 175

Edit: Rae quickly resolved my problem. I love my strawberry robe but I'm going to have to bump up my review to only 3 stars because the communication needs to be addressed. For some reason, she won't get my replies sent from my g-mail account, but when I forwarded the email to my outlook account, and replied, she managed to get it. I'm not sure what's going on but I hope she resolves that.

Original: Initially, I preordered a blueberry robe with a coupon I received in the newsletter. Rae contacted me and said she can't accept the coupon on the preorder, so I asked to switch it to the strawberry robe and she agreed. But since I have ordered in March, I have recieved only one update: that the warehouses in China are closed due to Covid. I understand that, but that was closer to April and I have not received an update since. I have emailed and texted Rae multiple times since August and have yet to receive a response or update. It is now December. I'm at my wit's end. I'd either like some kind, ANY kind of update or my money back.

About a month ago I tried Mochipan as they had a very promising sale. A month later though, I still have heard no word about my order. When I try and track it, it hasn't even confirmed if it's shipped yet. I understand these things can be slow, but the website promises a lot faster ship time. I've tried contacting the business multiple times, through email, their chat function, and their contact us form. I've heard no response. It's pretty sad, because I spent a lot assuming I'd get quality items worth the price, but I doubt I'm getting my order or my money back.

EDIT: I've been contacted and the owner was very kind. My package got lost and is getting re-sent. Once contact was established, things went pretty smoothly. Once my items arrive I'll update the stars on the review, since right now I have no product to rate. If you're worried this is a scam site, it isn't.

I have placed 3 orders in total with this business and can honestly say the products are genuine. My first order consisted of one Strawberry Robe and I love this, it arrived a little bit after the date that was stated in the order notes but I didn’t mind that. This was about 2 years ago now. Since then I have placed 2 further orders. A Pre-Order on a Peach Robe in January 2022 to be shipped to a different country as a gift and a separate order containing multiple items, none of which were for pre-order, on the 29 August 2022. I was having issues receiving updates on my pre-order item and found that still, my August order has not arrived nor have any updates been given about its status. After reaching out to customer service multiple times I was still awaiting a response.

Update: I have been contacted by the owner, and she has been so helpful, kind, and genuine throughout rectifying the issues with my order. It seems that I was unsubscribed from the newsletter, although I never actually did this, so perhaps there was a glitch in the updating of the website? Not only this, but she was able to inform me that my package had actually been lost (among some other orders around the same period of time). She has offered a refund, store voucher, or express postage to resend my order. I have chosen to have the order resent through the post. She is a very thoughtful owner, and it was unfortunate about the delay; however, mistakes do happen. When I receive my order, I'm positive this will go up to a 5-star review as the quality of their products is great. Just a reminder to all, customer service is via email only, some other options may pop-up on the website but they will not be received by the owner.

I love my strawberry robe. I bought this as a gift for myself when I booked a new job and I wear it at work a lot. I get constant compliments on this fabulous robe! It’s plush, warm, cozy, super cute, well made with great attention to detail. The buttons are one of my favorite things!
The pockets are perfect for a phone, chapstick, a small book, etc!
I also thought the seller had really great communication, constantly updating me about the status of the robe.
I highly recommend buying from the one and only Mochipan! You won’t be disappointed!

Ordered an in-stock item on Sep. 13. The web site indicated it will be shipped in 2-3 wks. It is Nov now and the item is still not here. Also, I noticed they changed their website and I can not even log into my account. My account simply disappeared and can not even find the order. Sent e-mails and messages numerous times with order confirmation number inquiring order status but so far no responses. I’ve shopped other Chinese on-line clothing stores and never had problems like with Mochipan. I’ll never shop from this merchant again.

Update 1
3 more months and still nothing has been resolved. The owner responded only after I wrote an review in Trustpilot but it’s just a talk. No more contact after initial response, no resolution, no refund, zip, nada.
Save your money and DO NOT order from this website.

Update 2
After finally getting direct response from Mochipan and their promise to ship the item, they flag this review to be fabricated. I have their original receipt and the latest e-mail promising immediate shipping. I guess they never really meant to ship the item I paid for. Just waiting for me to get tired and give up. And I WILL update my review if I ever receive the item.
Is there an option to give them zero star?

Final Update
Thanks to Trustpilot, I finally established communication line with this company. My coat was finally shipped and I even got the tracking number. However, when the package was finally delivered, I was surprised to see how small the package was, about size of 4”x6” photo. Inside, there was a one, single hair tie!! I contacted the company again and they offered the refund and I took it. The winter is almost over anyway. They also gave me $35 gift card but I don’t think I will use it. I will give them a half more star for giving me the full refund after 5 months.

I made an order on the 28th November 2021 for the pre-order peach robe. Yes, that's almost a year ago and I still have not received my product - I'm aware that the page states that pre-order products don't have a set production date, but don't you think one year is beyond ridiculous? I've tried my best to be patient with this as I know it's a small business, but on top of the unreasonable wait, there's also ZERO communication. I've emailed to try and get an update but have received no response. Just give me my money back honestly.

2nd March 2023 Update: After 5 months of back and forth, I finally received my refund. I get that small businesses can run into many issues that cause delays, but despite the long wait, the bone I have to pick isn't even because of that, it's actually the slow communication and inability to prioritise my refund. On multiple occasions, I've had to send another email after weeks of silence just to chase on the status of my refund. The effort that was required on my part was simply exhausting, and not the kind of customer service experience anybody should be paying to deal with.

Additionally, months after Mochipan first got in contact with me through email, they tried to have my original review taken down, and reported it to Trustpilot as "not based on a genuine experience". I'm sure that after months of emailing me, they would be well aware that my experience with them is very real. So I'm guessing they are trying to do damage control, and having as many negative reviews taken down as possible, with absolutely zero regard to their customers' voices.

The truth is that I don't have many kind words to say about this company, because I've simply not had any experiences here that are deserving of kind words. But at the very bare minimum, they are, at least, from what I can tell from my experience, not a scam - just incredibly poorly managed and completely out of their depth.

Edit 2: In response to the owner's response edit to my review, I literally have an email from Trustpilot asking me to provide evidence of my experience with Mochipan, or else they would take my review down. I'm going to forward this onto Mochipan as proof. I also never received an email from Mochipan about me claiming they asked Trustpilot to take down the review, as I never emailed Mochipan about it in the first place - I just wanted my refund, and didn't want other comms with Mochipan.

I never got ANY communication from Shopify regarding any refunds or anything else to do with Mochipan. Mochipan knew this when they processed the refund manually on their end. I've also just checked my bank account again, and I definitely don't have a double refund. So either Mochipan is mistaking me for another customer, or they are straight up LYING to discredit my experience with them. I'm not a petty customer who's out to slander businesses and ruin their livelihoods. In fact, I've showcased my patience with Mochipan as I did not chase for the status of my order at all, and only did so after ONE YEAR of waiting. When I wrote this original review, all I was after was to get my money back. However, apart from that, I've also gained the knowledge that this is a business that is not accountable, and will only discredit you as a customer.

Make your own judgement when deciding to buy from Mochipan, but as you can see from the other reviews on here... I am far from the only one who has had a poor experience with them.

Edit 3: I have forwarded on my proofs to Mochipan that 1) I did not receive communication from Shopify regarding Mochipan 2) Trustpilot contacted me that Mochipan reported my review as not based on a genuine experience 3) Mochipan did not contact me about Trustpilot claiming Mochipan reported my review.

I have also offered to show my bank statement to them to prove I did not receive a double refund. :)

I can take a lot of mistakes from a small business, however what I won't stand for is an insinuation that I am lying or that there are inaccurate details in my story that are placed there for my own advantage.

Just take accountability. It's that simple.

Edit 4: I received through screenshots that show that Shopify and Trustpilot have had incompetencies that complicated the situation for Mochipan.

That being said, it is disappointing for me to once again see a whole bunch of excuses coming from Mochipan. Yes, I was an unhappy customer who simply could not be satisfied.. at the end. There were months worth of opportunities beforehand to reach a happier solution, but none of those opportunities were taken.

I rest my case as I have received my refund, so I have nothing outstanding with Mochipan - but needless to say, I definitely won't be back.

Mochipan sells a large variety of cute products you are hard-pressed to find in your local shops if you live in places like Australia (as I do). The owner, Rae, evidently cares about her store, but unfortunately is the sole employee which means she has to do a lot of work on her own. My most recent order from June #7251 still has not been processed despite an e-mail sent out two months ago that all orders up to that point are lost if they have not been dispatched already. I have e-mailed the owner with no response after a few weeks, so I have sent a message on messenger (awaiting response but it’s only been a couple of business days). I don’t know what is going on with my order and it’s making me feel a bit frustrated. With a previous lost order last year, Rae responded within a reasonable timeframe and was very caring and helpful. I understand Rae has been dealing with a lot, and I am sure there are things beyond her control, but I write this review to warn prospective customers that you should expect a few months to wait for your order and a slow delivery in case you were hoping to get what you wanted before a particular date or event, especially considering the cost. With this in mind I don’t believe I will order again in the future which is a shame as I like to support independent businesses.

I will update this as needed.

Update 2/11: Sent e-mail on 24/10 requesting refund if order is not located. No response. Downgraded rating to 1 star. Mochipan continues to create and distribute promotional emails so they are very much active. No excuses anymore.

Update 2/11: Immediately after my last update I received a response from Rae expressing sadness by my review and explaining she has been unwell - therefore she is in the process of slowly closing up her shop and is not taking any more customers. I have not received any e-mail announcements that this is the case and the website is still functional. Her scheduled promotional e-mails are still being sent - this should be ceased. She also stated she processed my refund yesterday and should have received a confirmation e-mail (I have not yet). If the shop is truly closing I would expect the website be shut down to prevent further purchases and frustrated e-mails. Either way, I wish her good health.

Edit 21/11/2022: Reverted back to 1 star - refund still never confirmed or provided, and follow-up emails on this matter not responded to.

21/11/2022: Rae responded to me within hours after my last Trustpilot update. I did not receive an email that response times would return to normal on the 24th as she is in hospital. This should be on the Mochipan website as it continues to be updated with sales and stock. Rae states refund should be in my account by now - I already communicated it has not, and it’s been three weeks since it was apparently first processed. Review will sit at 2 stars until issue resolved. I update for the interest of prospective customers so they are aware of the current situation Mochipan is in. I truly wish Rae all the best and am sorry to hear she continues to be unwell.

21/11/2022 - final update
The same day, my refund was processed and confirmed through Shop. I must note that despite the delays and confusion Rae has been professional. My rating will now remain at 3 stars purely owing to a history of slow shipping times in comparison to other stores as per my original review.

Full edit of my entire review (01.29.23)

The business is 100% not a scam, and typically it is never the seller's fault that something got lost while being sent over, it is the delivery service's fault. During our exchange, I've gotten my item resent once, which got lost again, however the owner was very nice and let me have a refund.

I feel bad that there was a lot of loss on their part, though.

All in all, there'll be some wait, and potentially some back and forth, but the business is not a scam at all and the owner does their best to communicate.

edit: lol i really said all that and i still haven't gotten my refund 🤷‍♂️ idk if my emails are getting lost again but i gave them a solution to receiving the refund because paypal wouldn't accept the manual one, and they haven't responded after that. (i sent that email on february 8th)

edit 2: They replied soon after the last edit, and we tried the method and it worked! So I got my refund

I waited over 5 months and still never received my product. During when I ordered in the start of March and now, I got a lot of emails from them. About warehouse closures (due to covid), problems with them receiving emails, and more issues cause of covid. I think I just ordered at the wrong time:( .The owner, Rae, was very helpful in letting us know what was happening with some of the issues they had. Nothing was their fault. Just more and more problems, out with there control just kept happening. Then in June I got tired of waiting and wrote an email to see if they knew anything about my order. But heard nothing back. I understand they probably got swamped with emails and more work too. So about a week ago I decided to ask for a refund. Which the owner was quick to reply to. Rae was very understanding and helped to resolve the issue. I wish I could of got my product without hassle. Hopefully better luck next time.

I love the store products! And I had no problem with the store, all my questions were answered properly. I recommend this store to anyone who loves cute clothes

i ordered a matching set of pj's for my partner and i on july 3rd. two weeks went by and i didn't hear anything about it being shipped so i emailed them. they told me that my package was "lost" and they would send a replacement asap. a few days later i got an email with a tracking number that doesn't work. i've tried emailing them several times about it because i still have not received my order but now i am being ignored/ghosted and i have no idea where my order is or if it will even arrive. very, very bad customer service and possibly a scam as i have just read other reviews about people not getting their orders either.

edit: i am updating this review to add that the owner of the business has been emailing me every day since i left a review. i did eventually get my items but they are poor quality (loose seams, do not fit accurately, etc). the owner has tried to get my review taken down several times. first she reported that my review was fake so i had to get it verified by trustpilot. after it was verified she reported it again trying to say that i reviewed the wrong business then she reported it again saying i was defaming her. she will not stop emailing me asking me to either take my review down or change it to a positive one. i will never shop with them again.

Bought once, took much longer than I had imagined to receive my package, but it arrived perfect and I was happy.
Bought twice, a Christmas gift for my mom. As they were advertising that it was the last day to buy a gift in order for it to arrive in time. Well, it never arrived. It's been 9 months, if I ever ask about my product, the consumer service gets defensive, tell me they don't have a date. So I just feel robbed right now. Don't recommend buying from this website. The owner gives very lazy and unprofessional excuses. I think they are selling more stuff than they really can manage to produce and deliver.

I've even waiting for my order exactly a month (from Korea to Poland). My package arrived in a very good condition, and the tracking page was pretty helpful. I've been contacted by staff to make sure I've gotten my item - that was very nice. The shirt is very pretty, and I will buy something from this shop again If I find some plus size stuff!

So I ordered the Strawberry robe and slippers for my gf around a month before Christmas and it understandably took a couple of months to get my order. The whole time I was able to ask any questions about the process and how long out my order was and they were answered. Loved the transparency. The product itself was immaculate and my gf couldn't be more over the moon about how cute it looks or how cute she feels in it. Will be ordering more things from here in the future

I've given Mochipan a lot of chances. I've ordered three times (may I add over $100 each time) from them, because their products are cute and I cannot complain about that. Providing you actually receive your order. I see they take the time to respond to reviews here, which is good to know they're alive since they've been ghosting me for weeks. First time I ordered, the package took forever to arrive. I said well, it happens. I moved on and decided to order more products. They straight up forgot to send my package and it took over a month and a half, which of course meant that some of the products I ordered were out of stock and I had to pick something else. Rae was nice enough, she ended up sending me a gift card for the trouble and I reluctantly decided to give it a third chance. That wasn't my best decision. I've ordered on December 27th. I'm guessing they forgot to ship my package once again, but claimed to have done it, that it had just gotten lost. Of course, the main item I had ordered was, once again, out of stock, so I decided to request a partial refund along with another item to replace it, and get express shipping for the rest. I have honestly been more than patient and understanding throughout all three issues, but there was NO communication whatsoever if I weren't checking on them. They don't even notify you whether or not they ship your orders. Fast forward to a couple weeks ago, when I received a package with only 2 items out of my entire order, and no refund in sight. I've been sending multiple emails asking for updates (since they allegedly had an issue receiving emails through Gmail, I thought I'd make sure they'd get it), tried to kindly reach out on Instagram, and I'm clearly being completely ghosted now. I didn't want to post a review hoping they'd actually sort this out, but I am starting to genuinely believe this shop is a scam. Not to mention that I tried to get something back through a Paypal dispute, which resulted in nothing since the owner blatantly lied saying my order had arrived, which drove me quite nuts. A lot of back and forth happened in between, which is basically her giving excuse upon excuse for her lack of professionalism, honesty and transparency.

Update : it's been nearly a year and a half since my pre-order of the blueberry robe, and still no news whatsoever. Everytime I edit my comment here, she sends me a despicable email saying how disappointed she is in me and she's been through a rough time and blah blah blah, but a preorder this long is absolutely bonkers. And no, Rae, before you make yet another excuse with yet another lie blaming your own customers (which I see you're doing a lot here too, at least it's not just with me), I haven't gotten ANY emails sending updates on my robe. I'll probably never receive it and therefore, I officially declare this shop as a scam.

I purchased 2 products from their store in January and only just recieved it in March. I tried to contact them through email several times a month after my purchase about whether or not there were issues with shipping but there was no response. A while after I decided to contact their Instagram page by commenting on their post as I noticed other people do the same. After I did, the admin replied asking me to send a DM but even after that I still got no response at all in the end. I ended up recieving the products but was slightly disappointed with the state they were in. There were many visable sratches on the surface and the quality felt cheaper than I thought it would, especially for the price. Although it was a cute product regardless, I feel let down with the amount of money I spent on it and how long it took to arrive since I bought an item for my friend's birthday. It was pretty disappointing overall but on the bright side the items did end up arriving and they were really cute, just a slight letdown with the quality but other than that, it wasn't too bad.

Edit: I didn't realise there were issues with shipping because I never received any emails about it so it probably got lost along the way but I completely understand :) I'll bump the review up to a 4 star since a lot of the issues were caused by misunderstandings and problems you couldn't control :)

This is my first-time shopping on an Instagram-recommended store. I can confidently say that the store owner and everyone who works with her are super communicative, and are not hesitant to continually give updates on the status of orders. I definitely recommend this store to everyone, and to not be afraid to ask questions about anything! Super friendly and responsive; they even sent an email to confirm if I received my order after it shipped! 10/10 would recommend :D

Strawberry rope - love it
Ordered the strawberry rope as a gift for my daughter and it is so cute and she loves it. Thank you 😊

Customer service is amazing. I didn't really know for sure what I was supporting when I first purchased, but seems like the person behind the product is very passionate and genuine. Because of the amount of orders placed there was a delay in receiving the product, but it was well worth the wait. I love my robe so much, so cozy and well made. I bought it for a photoshoot which I have yet to do🤣 just enjoying the robe in the meantime!

Ordered the strawberry robe. There was a delay in the order due to the mass amounts of orders they got from the robe going viral, but they were always very kind and on top of providing updates. I never once needed to contact them, they always notified me first. I have had the robe for several months now and I absolutely love it. It is soft, cozy, well made. No issues with switching or buttons. It is the ultimate robe to wear around the house.