ComplaintsforIvory Paper Co

• Initial Complaint

  03/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  After being a faithful follower in IG of Ivory Paper Co, I decided to order a planner on February 3, 2022. I ordered $80+ in their website (a $52+ planner, some label sheets + a notepad). I was supposed to have my planner before the end of the month so I could start using it on March 1st (as it was dated). I was super excited to start using my planner in March and was preparing to use it to organize LITERALLY my entire life. A month later, the planner has not arrived. No email from anyone. I emailed the company to inquire about the status of my order and they responded a day later saying that they will "find out" what the status of my order was. So it took them a WHOLE day to email me back and they still had no response about the actual status of the order?! I responded same day requesting to cancel my order since I was already going to be missing days from my planner. They responded the FOLLOWING day saying they had "shipped" the order. It is important to note that the tracking they provided does not have an ETA for when the order will be delivered. After reading all these reviews from other customers like me, I am afraid I won't even be receiving my order. I will be placing a dispute with my credit card company if I don't receive my order in the next 5 business days. I think the owner should focus on fast shipping instead of posting on social media as much as she does because obviously her team is not ready for prime time yet! Very disappointed :(

  Business response

  03/04/2022

  I apologize there was a delay with the shipping of your order. We received an email asking for the status of the order on 2/28/22, our customer service team responded 3/1/22 apologizing for the delay and advise would determine status and follow up with an update. On 3/2/22 customer service team responded with the USPS tracking information -   **************************   with and delivery date of 3/7/22.  Below is the information from the USPS site. 

  Tracking Number: **************************
  Expected Delivery by
  MONDAY7 MARCH2022by
  9:00pm

• Initial Complaint

  01/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a $70+ planner from Ivory Paper Co. on December 20th. I understand that this is their busy season, but the website still stated that it would take 7-10 days to ship my order. On January 10th, I reached out to them to see if my order had been processed. I was worried that since it was not here yet, that I would have a bunch of blank space since it was not back dated. I provided order # and everything requested. They responded on Jan 11th and stated that they were experiencing supply chain issues. They saw it had not shipped yet, but were doing everything they could to get it out to me. Understandable. However, I just received an email today that there was an issue processing my order, so they were just going to be refunding me. I have waited for this planner for over a month. It has been extremely inconvenient because I was so excited about this planner that I have been working without one for a month now. I asked if I could place a second order and be processed quicker due to the circumstances. They said they could not accommodate this or give me any guarantee that my order would be processed. How can you respond to an email on Jan 10th about an order that was not "processed correctly" without seeing the issue? Something feels extremely off about this situation. I literally just want the planner that I paid a lot of money for to be processed and delivered to me. Their customer support has been 0 help in this matter and are offering nothing to resolve either. Please beware while ordering from this business. They are unreliable, disorganized, and lack basic customer service skills.

  Business response

  01/25/2022

  I apologize there was an issue with the order. We reached out via email to advise of the situation and also issue a full refund. At this time we did express that if you placed a new order it would be 7-10 business days but we would do our best to see if the order could be fulfilled prior to. We do not want to set an expectation that might not be met, due to volume of orders during peak season. The original order has been cancelled and a full refund has been issued, IPC proactively reached out to the customer to advise. 

  Email sent to customer: Hello! 

  I am reaching out in reference to your IPC order placed in December. The order failed to process correctly causing delays with your order. We have cancelled and issued a full refund towards your original form of payment. The refund can take 7-14 business days to process.
  
  We apologize for an inconvenience this may have caused. 
  
  Please let me know if I can be of further assistance. 

  IPC Email in response to expediting a new order: 

  Hi ***** 

  If you place a new order I will be more than happy to send it to our production team. I am sorry I am not able to guarantee your order will be completed prior to the 7-10 business days. We are working to get all order fulfilled during this very busy season and are also experiencing delays with some of our products due supply issues. 
  
  I will do what I can! 

• Initial Complaint

  01/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am just a couple of days over the 12 month line as I didnt know filing a complaint was even an option - I ordered a planner from Ivory paper co on 1/12/21 for the price of $58.30 including standard shipping (5-8 business days). I did not receive the planner until 3/1/21 nearly 2 months after the order was placed. Although I did attempt to reach out to the company, I received a generic response about order volumes being larger than expected, shipping times had been changed to 9-14 days although in the original receipt it says 5-9 and no option for a refund. By the time I received the planner I had already purchased another and no longer needed it. The planner was in very poor condition when it did arrive and was unusable anyway. I have seen tons of complaints from others towards this company.

  Business response

  01/24/2022

  I am sorry to hear your planner arrived late. I reviewed the past correspondence and there was nothing stated about the condition of your planner upon its arrival. Our currently policy allows for replacement of damaged goods if notified within 7 business days of shipment. At this time we are not able to provide a refund. 

• Initial Complaint

  01/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 4 items from Ivory Paper Co on 12/18/2020. (Order #26150) I was told the items would be shipped in 4-6 business days I reached out on 01/13/2021 after not receiving my items, and was told that order volume had increased, so it was taking about 9 business days and would ship soon Reached out on 01/29/2021 becuase nothing had been shipped yet, asking for a refund of my payment and to cancel order Got a response from the support team on 01/29/2021 saying they would go ahead and refund my order I never received a refund, but instead, received 2 of my 4 items on 03/02/2021. After multiple calls and attempts, have gotten no response and no refund.

  Business response

  01/10/2022

  I apologize you did not receive your entire order. I show we received a follow up email from you on 1/6/21 checking on the refund. IPC responded asking for the order number in order to help with the situation. Unfortunately IPC did not get a response. A refund has been issued and can take 7-14 business days to be applied to the original form of payment. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩