Two Damaging Orders Led to Company Reportedly Admitting It Lacks Liability Insurance

A customer describes significant clothing damage across two separate orders. Over an extended back-and-forth, the company asked in sequence for retailer information, then pricing details, then proof that replacement items had already been purchased, before, per the customer's account, ultimately stating it does not carry liability insurance despite advertising damage and replacement coverage. The final offer was account credit only, which the customer declined given the breakdown in trust, and says follow-up requests for details about the claims process and the company's business entity information went unanswered. Poplin's public reply said proof of replacement is sometimes required under its stated protection policy, that credit is issued when reimbursement isn't possible, and invited the customer to share their order number for a senior agent to review.