Gary Z.

Product never came. Misleading emails. Inept customer service.

I am in Mazatlan and I ordered some Benadryl and vitamins from Piping Rock to be shipped to Mexico. They happily charged my credit card for 318.54 MXN for product and 191.31 MXN for shipping. With such a high shipping charge relative to the product I figured they knew what they were doing.

On February 5th I received a "Shipping Confirmation" email that explicitly said "SHIP DATE: 02/05/19", "SHIPPED METHOD: Airmail", and "Estimated Delivery in 1-3 weeks". I assumed this means it was reasonable to expect delivery to me in 3 or less weeks.

On Feb 25th I still didn't have the shipment, so since it is three weeks I email customer service. And they reply to me from Anil Bernard at Piping Rock is, get this, in Portuguese! I am in Mexico so I would expect English or Spanish but they email in Portuguese. So I translate the reply with Google, and it says "We always deliver the package within 1-3 weeks to the destination country. However, there may be a delay as it is delivered at the customs of the country. Unfortunately, we have no control over how long the customs will keep the package. As the order is being sent by DHL air mail, the mail does not provide external tracking details."

So basically, their shipping email says I would get it in 1-3 weeks, and now they tell me they only meant it will get to my country in 1-3 weeks and that they have no way of tracking things. Not very helpful, and they say "good customer service is their highest priority"!

It is now March 25th (7 weeks after they took my money) and still no product, and Piping Rock has walked away from responsibility for anything.

It is very very bad that Piping Rock knowingly ships to foreign countries, knowing customs may be involved, without any process for tracking or alerting customers to issues during that part of the delivery.

Piping Rock give me back my money!