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.
Response from MochipanAug 19, 2022
Hi there,
Thank you for the raw feedback. I sent a find reviewer request so please reply to that if you are able.
This year has been quite a rough one. If I went to list all the weird problems I've had it would make me feel like I'm making excuses, which I don't want to do. What I will say is that I have been met with a ton of setbacks, most of them out of my control, but I have done my best to make it up to the customers that were affected by all of this (customers like you).
I am the only person working here, which is typically a ton of work but not impossible by any means. However, with all the external issues I have sincerely considered closing my shop as the whole point of Mochipan is the customers and their experience. I want everyone who shops here to have a great time. Sometimes I am unable to do so, but I will always try my best to make the customer happy.
I am really sorry your experience wasn't ideal, and I hope you come visit again after a bit. I promise that I will show you a different experience then :)
Thanks,
Rae
DK
Daniel Kei N.
I love the store products
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
BG
♡ bubblegum gyaru ♡.
possible scam
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.
Response from MochipanJul 29, 2022
Edit: you received your items very, very shortly after reviewing me here. You also stated that you would update the review once you got them, which was a lie. I have been emailing you once every so often to see if you'd keep your word, but you haven't. Given that your review is fake, yes I have been trying to get it taken down. I never asked for you to change it to a 'positive one', I just asked for you to update it so people would know what ACTUALLY happened.
Mochipan has a quality guarantee. If the products are not good, I will replace them or refund them. If you ever replied to my emails, you could have taken advantage of that.
I understand if I have earned a bad review somehow, and I don't try to get those removed. However, your review is defamatory and untrue. It's a shame, because I have been nothing but nice to you.
Hi Nichole,
I sent out an email about there being email reply delays currently. I am working very hard to catch up. Can you please let me know if you got this email? It was sent to every customer currently waiting, as well as many updates going out on Instagram and Facebook.
I assure you, my shop is not a scam. I resent the package at no cost to you, but it does cost a lot for me, and more often than not a not working tracking number just means that a different tracking app needs to be used.
Please try checking 17track.com or parcelsapp.com. the USPS website will not work until they scan it in the USA. The tracking number on my end is working just fine, so I am frankly confused as to what the issue is.
Everyone else who has left a review similar to this has received their items. Getting someone to update a review is really difficult though, unfortunately.
I have reached out to you via email and hope to hear back soon.
Edit: this customer received their package very soon after writing this, and as I said the tracking was right. They are now ignoring me so I doubt this review will ever be properly updated.
MI
Michelle
Good, if they did delivered their products
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.
Response from MochipanJun 27, 2022
Hi there,
I am a bit confused as I have no customers with your name. I also can't find you in my emails. Can you please reply to the find customer request so I can see what happened?
I work very hard to answer the customer service queries as soon as possible in a very professional manner, so I am not sure why you're saying customer service gets defensive as that goes against my policies completely, but I'd love to look into this. Every package from that time, aside from the pre-orders, has shipped months ago, so it's possible it was lost in transit. Hope to hear back from you soon! :)
Edit: I'm sorry, but until you reply to the find reviewer request or send us your info, I truly can't figure out what the issue is. I would love to help you, so please reach out to me when you can.
Edit 2: They provided the information via TrustPilot. As I suspected, the item is a pre-order item. The Christmas deadline does not apply to these items. From day 1, the item has had information in the description, as well as the FAQ page on how pre-order items are handled. Update emails have gone out regularly. I'm not quite sure what else I could have done to give you all the information you needed, but I will be reaching out to hopefully resolve the confusion.
Thank you :)
KA
Karo
I love my new shirt.
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!
JC
Jacob C.
So I ordered the Strawberry robe and…
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
DA
Delicious Atomic B.
Despicable scam
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.
Response from MochipanMar 17, 2022
Hi there,
Your review truly saddens me. It's been a while, so I had to look up the information about your past orders to make sure I was getting the information right. Typically shipping time is an average of 3 weeks, but there is no guarantee for our free shipping option. With this cheaper shipping, sometimes things get stuck in customs or lost and then found again, and continue on their path. This is much more common with the free shipping. I'm not exactly sure how long the first package took, but based on my information it arrived within 4 weeks. For your second package, there was an error on our part for sure, and we corrected it as soon as we became aware of it. It was not that we "forgot" to ship your package, it was that, internally, there were a lot of things happening all at once, and package slips got mixed up, which caused a few packages to become misplaced. I resent the entire order for you then ASAP. The third package was sent to you, was lost, and was resent ASAP, and shows to have been delivered quite a while ago. You requested a refund for the one product that was out of stock, and I had sent it about a week ago. There is confirmation for this on my end, so I am quite confused as to why you are so upset.
I completely understand the frustration on your end, as things have definitely not been smooth. However, considering all of this, I have done my absolute best to make it as smooth as possible. Saying my shop is a scam, even though I have communicated with you, (of course keeping in mind some replies that I did not receive due to the email issues, therefore I was unable to reply as well) worked hard to make any issues up to you, and resent your packages both times at a huge loss to me, is really hurtful. A scam suggests that I just took your money and sent you nothing, when I have sent you all of your products and spent a lot of time fixing the issues associated with your orders.
I have reached out via email, so please kindly reply there. I would love to work through this with you.
Thank you,
Rae
Edit: I am saddened by your edit. I never asked for the review to be changed to a positive one, I just asked that it be updated. We talked at length multiple times and I did my best to keep you informed. It hurts me that you use the phrase "a lot of excuses". I resent your items multiple times and even sent you replacement items, which put me hundreds of dollars in the negative direction just to try and make your order right for you. I never once said you couldn't get a refund and even offered it to you multiple times. Updates about the pre-orders have been going out every month. I'm not quite sure what else I can do for you.
Final edit: Frankly, I'm tired of this back and forth. You received all of your items (minus the pre-order), and still have the nerve to call my shop a scam? I never gave excuses. I was trying to be transparent with you. If you see that as "giving excuses", then that is unfortunate. I tried my best to make your experience better, and you even mentioned you'd be happy to update the review a few times. I never harassed you for a positive update, and I also do not email you after every negative update you give here. I have not talked to you in a long time. I have confirmation in my system that updates regarding the pre-orders were sent to you, once a month every month as promised. Here's the deal: you got your products, or a refund for any product you have not gotten. So, perhaps Mochipan is not perfectly managed, but a scam? Nope.
EV
Eve
Quality wasn't the best but it was still cute?
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 :)
Response from MochipanMar 11, 2022
Hi there,
Thanks for letting me know about your experience. I did send out several update emails about shipping issues and a mass mishandling by the shipping company, as well as persistent email issues (i was unable to receive emails for a while), but I understand that these sometimes end up not arriving in customer inboxes for various reasons.
My support agent who told you to dm us was probably trying to make sure the issue was handled, however we do not handle any order related customer service over Instagram and this caused us a bit of confusion (I'm sure for you too).
I apologize for the lack of communication. It was never my intention to leave you hanging. The email issues have been fixed, and I will be sending over an email to help you out. We have a quality guarantee on Mochipan, so of course any item you buy is covered. It is very important to me that customers get what they expect to get :)
Again, I appreciate the feedback and the opportunity to work on this issue with you
Thank you,
Rae
