Pernia's Pop-Up Shop Reviews 

In general, I’ve always had great customer experience with Pernia pop-up shop and that is why I am a repeat customer. Henry DSouza was very helpful and providing information regarding my order.

Pernia’s Pop Up Shop refuse to answer this simple question:
Is the following scenario “fair” to the customer - yes or no?

A customer purchases an item based on product images and information provided on a retail company website. When the product arrives, the customer immediately recognises that the garment does not match the product images and contacts the company right away, providing photographic evidence of the discrepancies.
After a week of back-and-forth, the retailer eventually acknowledges that the details of the garment are not as advertised online. The retailer offers the customer an in-store exchange. One week later, the customer seeks confirmation from the retailer that no additional shipping expenses will be incurred for the return and exchange. The customer agrees to this arrangement, despite being clear that a refund was their continued preference. After spending time selecting and inquiring about a few higher-priced items, the customer ultimately confirms that they will exchange the original item for a product of a similar price value. The retailer then suddenly backtracks, stating they cannot proceed with the exchange due to ‘high shipping and customs costs’. Instead, they offer a measly 5% ‘loyalty value’ coupon to spend on their website as a “gesture of goodwill” - despite the customer having done absolutely nothing wrong. The customer immediately rejects this counter and requests to speak to a manager. The manager is unavailable for two days. The manager gets in touch on a Friday and counters with a 50% value credit to spend on their website. The customer requests the value of the 50% store credit be refunded instead. The manager claims that a refund to the original account is impossible and cites the customer for delaying the resolution - despite the fact that it was the retailer who suddenly withdrew their offer made three weeks prior.
The manager then closes the case with no resolution agreed. The customer shares negative reviews online and via social media accounts to warn other potential customers of their experience. The retailer then blocks the customer from their social accounts in order to regulate their content.

Has the customer been treated “fairly” - yes or no?

Pernia’s customer service will not provide a simple yes or no answer to this question and it’s clear to see why.

Henry really helped me with scheduling appointments according to my preferences. The whole conversation can be done via text or WhatsApp call. However, while visiting Pernia’s Pop-Up, I feel it should be informed beforehand that you can only try 3 outfits during a one-hour appointment.

I was skeptical about the extended delivery date, but Vishakha managed to expedite the process and delivered the packages ahead of schedule. Thanks a lot and definitely would recommend

Needed to get an urgent lehenga for my brothers wedding and original outfit I ordered wasnt going to match the colors and so had to get a new outfit that worked better! Jigar Doshi helped me cancel the orderr and issue a refund. Thank you again for all the back and forth!

Henry is super nice and helpful in setting up my visit to the store.

Henry was great! Very very accommodating and kind

Absolutely seamless experience. They were so easy to work with, they kept all my customizations in mind, and the fitting is perfect. A big thank you to my sales associate, Jayesh for all his assistance. Thank you for making my wedding outfit shopping so seamless and perfect. Thank you Pernia’s Pop Up Shop. 💕

Henry was great!

Ordered suit that came with poor quality fabrics and embroidery that frayed. When I asked to return/exchange the non-customized item- the customer service representative would only approve the exchange if I bought another item that would be 3 times the price what i originally ordered. The representative’s reply was “ it was you who sent the selection “
Bunch of Cheaters!!!

I had a wonderful customer experience with Henry. He was very responsive and polite. Really easy to deal with.

Good customer service in making sure my parcel is safely delivered to my house. Thank you Ms. Ashiya and the rest of the teams

I was able to connect with Nuzhat through WhatsApp, and she assisted me with the pieces I wanted to purchase. She was extremely professional and confident in her ability to deliver my items to my niece in Mumbai, who was traveling to the U.S. to see me.
The items I received were of excellent quality, and Nuzhat took my measurements ahead of time to ensure everything fit perfectly. I was very impressed by the level of service I received from her and will definitely reach out to her for all my future orders.

Quick and efficient

Great prompt response to request to have my order delivered early. Henry has been fantastic and is following up my order reassuring me he will have it delivered a week or so earlier. Thank you Henry!

Jigar has been very responsive to all my questions and been prompt as well.

Henry D’Souza ensured my outfit made it on time to me. He was persistent in getting the job done! Thanks

I would give them minus if I had the option here. This is the worst possible brand to shop at. Placed an order for 3 items and only received 2 since there was a delay on their end for the quality issue. Last item still not delivered and it’s been more than 2 months. They are agreeing to refund the amount but still giving me run around and not processing the refund. I have been talking to them for the last month and the chain of emails contains more than 50 messages. Gist is stay away from them. Once they get your money and it item is delayed they will give you hard time resolving the issue. I will never go back to them. Supposedly such big brand has extremely horrible customer service. They don’t value customers time or emotions. Utterly useless from every aspect of business!

P.S - It’s been 2 two months since I have placed an order. I have yet to receive the product or the refund!

Very poor customer service and extremely disappointing aftercare experience.

When purchasing my lehenga from the London store, we were explicitly told that alterations would be free of charge. This was later confirmed again by the Kolkata store when the outfit was delivered. However, when I came to India before my wedding and needed alterations due to weight loss, the Kolkata store suddenly charged us ₹5000, claiming that because we had received a discount, alterations were no longer complimentary. We didn’t receive any discount, it was simply priced matched to another leading store in London who were selling the product for cheaper.

To make matters worse, the £900 lehenga was delivered at 10pm the day before my wedding crumpled in an undersized tote bag instead of the original dress bag. Despite repeatedly contacting the London store, senior management, and customer service for over a year, no one has properly resolved the issue or refunded us. The only response we received was a replacement bag that was not even from the same designer.

For something as minor as a £50 refund, the complete lack of accountability and customer care has forced us to consider a small claims court complaint. Extremely disappointing experience, especially for a bridal purchase.