I was just about ready to spit this morning when I tried to do an even exchange with Piperlime. I was informed that, according to their policy 1) My gift cards could not be applied to the new item, 2) If I wanted to still use my GC balance for a new purchase, I'd have to wait for my return to be processed AND for new GCs to arrive in the mail, and 3) I'd have to wait 24-48 hours just to speak with a manager. This basically gave me the option to either pay $100 more out of pocket for my "even exchange" (I really felt like this is the *exact* reason such a stupid policy exists) or wait up to like 8-10 weeks to use the new GCs, at which time the item I want would probably be long gone. I grudgingly accepted the offer for a call back within 48 hours and laughed bitterly when the rep ended the call with "we appreciate your business."

I would never have shopped with Piperlime again, EXCEPT that I received a call about 1 hour later. Derek, the rep I spoke with said that he felt awful and didn't want my first experience with the company to be so negative, so he'd spoken with his manager and worked out a way to ship out my exchange NOW and apply my would-be gift card credit to the order. Exactly what I wanted in the first place, and a solution that made me a happy customer.

Thank you, Derek! I was about to lose faith in customer service, but you saved the day. I'm going to figure out how to write to Piperlime about your very kind and diligent efforts to help a new customer.