Pickle | Rent & Lend Fashion

Pickle has improved a lot recently and is usable again after a few messy updates. It is not as glitchy as before and couriers seem to be consistently working again. I also love how I can now see exactly how much I will earn on each rental and can look back on it as well. The only criticism I have is: 1. As a lender, it can be a little frustrating to not get paid out when renters who pick up do not confirm delivery. I understand why the app does it this way, but I wish there was a better way. I don’t want to annoy my renters to ask multiple times to confirm delivery, and sometimes they don’t understand what I mean if they’re new to the app. 2. Please more onboarding for new renters. Most are very confused and I don’t always have the time to give step by step instructions for them. Things like “confirming hand off” & “confirming courier pick up time slot” should be understood, but are not. I often have to message pickle support and get them to handle it from the backend, which is time consuming for everyone involved. 3. Maybe a reminder to confirm courier time slots would be great and no auto-confirm! There’s been a few instances where somehow a courier slot is selected by a renter at a time that doesn’t work for me and I am not notified to confirm it. Also, I am not always notified if a renter requests a new time slot. I usually happen to notice at some point, but sometimes it causes a mess because it is too close to the requested courier time. 4. Clarity for renters to request rental dates for when they actually need the item. So often a renter will request an item for the day their trip starts and want to pick it up 1-2 days early. This is not always feasible if items are rented back to back and also affects proper daily charges. I’m not sure why this is so common, but maybe a little reminder for renters would help immensely!

The concept of this app is great and the users on this app have a lot of good inventory, but unfortunately the positives stop there. I’ve been on pickle for over a year and had a number of incidents including where I’ve been erroneously charged fees despite me having already shipped back a rental (maybe turn off the ability to charge late fees after an item has been shipped?), a renter has stolen an item from me and pickle has allowed them to continue claiming they will ship it back for 2+ months without charging them, a renter has damaged my item and they would not charge them for it unless I paid the upfront cleaning cost, the list goes on. I feel like I’m constantly back and forth with pickle support and they never provide me sound rationale for why these issues happen, they do not stand behind their own policies, and they act confused and bounce me back and forth between multiple representatives. If they’re collecting 20% of our earnings, they need to be providing much better support to the owners who literally keep their business running - and they also need to have things in place like shipping protection and literally just a simple guarantee that they won’t mishandle your money and charge you erroneous fees?! Be careful and keep an eye on your bank account - they are not afraid to charge you “mistakenly” and claim they’ll refund you later - after you chase them down and go back and forth with support for a few hours, of course.

Although my experience with Pickle initially encountered a hiccup, I want to express my gratitude for the exceptional service provided by their team. I've been a repeat customer, both in-store and through their app, and recently found myself in a bind when I urgently needed a dress for an event. Due to a miscommunication regarding the dress's location, I was left without one with only an hour before I had to leave. However, the Pickle store team swiftly stepped in to rectify the situation. They reached out to me promptly, offering three alternative dress options similar to what I had originally requested, and astonishingly, the dress was delivered to my house within just 15 minutes. I was deeply impressed by the level of customer service and support extended to me during this stressful time. Despite my initial frustration, the team remained exceedingly apologetic and demonstrated remarkable kindness throughout the ordeal. This experience has truly set a high standard for customer service, and I look forward to continuing my patronage with Pickle in the future, knowing that I'll be in the hands of such an incredible team. Once again, a heartfelt thank you to the Pickle team for their outstanding assistance.