Hi there,
Thank you for your feedback, and we're sorry to hear that your pump stopped working after three weeks.
We’ve been in communication with you regarding this issue and, following the return and inspection of your product, we found significant dried milk build-up within the inner workings of the pump motor. This kind of residue is not consistent with normal use and strongly indicates misuse or incorrect cleaning/maintenance.
To ensure transparency, we shared clear photographic evidence of this with you during our investigation. While we completely understand how disappointing it is when a product stops working, we do need to follow our warranty terms, which don’t cover damage caused by misuse.
We’re always here to help with guidance on proper cleaning and care to avoid issues like this in the future, and we appreciate you taking the time to raise your concerns.
Kind regards,
The Pippeta Team
“AVOID AT ALL COSTS. Pippeta sent me a faulty pump that was smashed on arrival. I sent it back to them, only for them to accuse me of having used and damaged the pump and said they found milk residue on the cups, which is impossible as I never even used it. When I asked for proof of this they ignored me. They said that it couldn't have arrived damaged and that they "checked their CCTV". They then claimed to have sent the item back to me and I haven't received it. Again lied saying that they used recorded delivery and their proof of delivery shows my signature with my initials (it is not my signature and no one signed for it) This is a scam company PLEASE check the reviews on Facebook and Trustpilot which will show you how they blame customers for misuse of their RUBBISH faulty products! This is their little tactic, they blame customers for misuse and refuse a refund. Photo is how the item was received. So called customer service advisor Isabelle Heathcote was totally unhelpful, unprofessional and had no idea what she was doing, and insults customers by accusing them of lying! Never again.”
Hi Lucy,
We’re very sorry to hear you’ve had a disappointing experience and appreciate you taking the time to share your feedback.
To clarify, your initial contact with us was via live chat, where you asked, “What to do if pump breaks?” You then requested to view our returns policy before informing us that your pump had “arrived broken”—accompanied by a photo showing the front of the motor detached.
As part of our commitment to good service, we promptly arranged for the product to be returned for inspection. Upon receiving it, our team found visible evidence that the pump had been used—there were dried milk residues inside the cup, and clear signs of impact damage, including scratches on the motor and screen. It was also apparent that the front of the motor had been knocked off, likely due to being dropped.
We reattached the front of the motor and explained that, due to clear evidence of use and physical damage, it could not have arrived in the condition shown. To support this, we shared photographic evidence of the damage and milk residue with you via email—first during the initial investigation and again in a follow-up message. We want to be clear that this evidence was not ignored or withheld.
We also cross-referenced the dispatch with our logistics partner, who reviewed CCTV footage and confirmed that the pump box still had its plastic wrap intact when it left the warehouse—indicating it was in good condition upon dispatch.
You later contacted us again stating you hadn’t received the returned item and expressed concern that it hadn’t been sent tracked. However, we provided full proof of delivery, including a signature, tracking information, and a photo of the parcel delivered to your address.
We understand this situation was frustrating and are truly sorry it left you feeling disappointed. However, we must also note that it’s disheartening to see a member of our team named personally. Isabelle, like the rest of our customer service team, acted professionally throughout and simply communicated the outcome of a thorough review.
While we regret that this resolution wasn’t what you were hoping for, we hope this response provides transparency around the steps we took and the reasons behind our decision.
Kind regards,
The Pippeta Team
“This pump arrived super fast is beautifully packaged and works amazingly. It’s been a lifesaver for me returning to work and being able to continue to feed my little one breast milk in my absence. Would 100% reccomend.”
“The quality of product is very good. I thought the pump was very small in size but when i received it was fine. I tried it and it pumped well enough for the first time. Will definitely recommend this product.”
