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Post by MichyM on Jun 19, 2022 21:23:46 GMT
I received my first CS order from Papertrey, about $85 worth - hey, I'm all about the free shipping  . I'm attaching a photo below, all the paper packs arrived with one corner of the paper creased. If it was just bent I'd deal with it. However, they are full-on creased. Most were meant to be either A2 card bases or card fronts, so a good portion of each piece cannot be used as intended. IMPORTANT: the box they were shipped in was fine, so it's not the shipping co's fault, it's the fault of whoever packed the order. I have been ordering CS online since about February this year, and haven't run across anything like this. Back in my scrapbooking days of yore I don't ever recall an entire order being damaged like this either. Question 1. Am I being too picky about this and should I just chalk it up to...I dunno...but something? Or, would you email and ask that they replace all the damaged packs? Question 2. I purchased two of their Sampler Packs. I am shocked at the difference in paper sizes within each sampler pack. While only about 1/16- 1/8 difference, it is very noticeble. I've never ever run across this, and I've ordered a lot of mixed colors in a paper pack before. I've got tons of random cardstock stored in upright "magazine" style paper holders, and even in those hundreds and hundreds of pieces, I've never noted these kids of differences, even from company to company. Do I remember that this is an ongoing issue with Papertrey, or am I thinking of somewhere else. And I guess this is a rhetorical question, but where is their quality control?!? I'm serious. To top it off, they neglected to add my condo's unit number to my shipping label (yes it's on my order as well as my order confirmation), so that caused a whole rigamarole and delay with UPS. That's never happened before either. Anyhow....please let me know your thoughts, and if I'm being to particular PLEASE do let me know. Thanks! Also, the packs on the bottom of the stack in the photo are creased as well, it just doesn't show up in the photo since they were turned and packed with their white label on the corner that got creased.  |
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scrapnnana
Drama Llama
Posts: 6,177 
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Post by scrapnnana on Jun 19, 2022 22:18:15 GMT
I’ve never ordered from them, but from the photo, it appears that the problem occurred during their shrink wrap process.
No, you are NOT being too picky. That would be totally unacceptable in my book.
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Post by CardBoxer on Jun 19, 2022 23:23:39 GMT
You are not the… picky person. That’s really bad. I haven’t ordered CS from them for a long time because I have so much from quite a few companies, but the PTI that I have is all the same size.
Occasionally CS has arrived with bent corners from several companies. One company puts cardboard corners around their CS, which is great, but I don’t remember which one.
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Post by Ryann on Jun 20, 2022 1:14:10 GMT
I would 100% complain about creased corners. Was the paper packaged with cardboard “photo corners” that protect the corners?
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pinklady
Drama Llama
Posts: 5,563
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Post by pinklady on Jun 20, 2022 1:18:29 GMT
I don’t think you’re being picky at all. I’d be pissed off if I received all that damaged paper. That being said, ordering from PTI is totally buyer beware. You can contact customer service but I highly doubt they will do anything on their dime to correct it or make it right. I would chalk it up to lesson learned and not buy from them again.
I bought two packs of their white cardstock earlier this year, I just looked and one is perfect and the other has a slightly bent corner that I didn’t notice until today.
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azcrafty
Pearl Clutcher
Posts: 2,816
Jun 28, 2019 20:24:21 GMT
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Post by azcrafty on Jun 20, 2022 1:45:54 GMT
These look awful. I would definitely contact them. I just got a pack of gray cs from them and that had a corner protector if I remember right. It was shipped to my friend's house so I'm not sure how it was packaged exactly. We combine orders so we save shipping costs.
And about a year or so ago I got the multi pack cs too , but I dont remember that I had any problem with it.
Take good pictures and just write them a letter. They should understand how important it is to have perfect cs when you use them as a card base.
I hope they will make it right.
Good luck!
And keep us in the loop. I want to see how good or bad their costumer service is.
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GiantsFan
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Jun 27, 2014 14:44:56 GMT
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Post by GiantsFan on Jun 20, 2022 2:18:07 GMT
Yeah, I wouldn't be happy with that. Definitely contact them.
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Post by don on Jun 20, 2022 3:44:33 GMT
CS = Club Scrap?
Who ever, you should call customer service. There should be a # on the invoice or their web page.
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azcrafty
Pearl Clutcher
Posts: 2,816
Jun 28, 2019 20:24:21 GMT
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Post by azcrafty on Jun 20, 2022 4:27:43 GMT
CS = Club Scrap? Who ever, you should call customer service. There should be a # on the invoice or their web page. cs= card stock pp= patterned paper |
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Post by lovestocreate on Jun 20, 2022 6:02:31 GMT
I would definitely contact their customer service. If it was just one pack bent I'd probably just work around it, but that's a lot of bent corners!
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Post by MichyM on Jun 20, 2022 15:06:43 GMT
Thank you for sharing your thoughts. I’ll send an email (I hate this stuff) and will expect the worse but hope for the best. 🤞🏻🤞🏻🤞🏻 Will let you know the outcome.
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Post by wendifful on Jun 20, 2022 17:21:16 GMT
Yeah, I wouldn't be happy with that either! I haven't ordered cardstock from Papertrey in a few years, but in my recollection, they always packaged it very well (cardboard bumpers w/in the box to protect it), so this is surprising. I agree with scrapnnana that it looks like part of the issue is with the shrink wrap packaging (perhaps they shrunk it too much?). As far as the sampler pack goes, I also haven't had that problem, but I did have an issue where the sampler I ordered was missing one of the colors listed and instead had a different color. In my case, I didn't care because I happened to already have some of that color, but I did email them to let them know it happened so they could correct the issue for the future. (They did offer to ship me the correct sheet of paper but I declined because it seemed like overkill for one sheet of a color I already had.) I hope they can resolve the issue to your satisfaction, it would be very disappointing if they didn't. |
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Deleted
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Jun 2, 2024 3:33:51 GMT
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Post by Deleted on Jun 20, 2022 18:37:42 GMT
I've ordered a ton of cardstock from them in the past. Only occasionally would a corner be bend here and there. I too remember it having cardboard around the corners for protection. But I haven't ordered from them in many years mostly due to their terrible customer service. Don't be surprised if you receive a curt, passive aggressive response from Julie, one of the owners. She's notorious for being rude to customers. But if you do receive a response like that I suggest you push back and demand a refund.
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Post by MichyM on Jun 20, 2022 18:43:02 GMT
Thanks girls. I did send a very clear, concise email this morning with my expectations. Based on what I've read here, I'm prepared for a less than stellar reply from them. if so, I think that I'll just contact my CC and let them deal with it. I've only had to do that once or twice, but they're great at resolving things for their customers. I just don't have the interest in any sort of back and forth with Papertrey after being warned about them. This is what I wrote:...and if you think it's a horrible email, please don't say so as I already sent it  Hello This order arrived over the weekend. Unfortunatey, every single one of the packages of 12 sheets are damaged (see attached photo), as is about half of the 74 piece cardstock sampler. The smaller sampler and the labels were not damaged. The packages of 12 are meant to be used as card bases, for particular uncoming projects, and due to the damage cannot be used as intended. The box the paper was shipped in was not damaged. All the packs are creased (not bent) at one corner. While it's not as noticeable on the packs to the back of the pile in the photo, that is only because those packs were placed in the box so that the white label covers the creased area Please replace all the packages of 12 sheets as soon as possible. Since the sampler was not slated to be used for a particular project, I will not ask that this is replaced. If you would like the damaged paper packs returned to you, please send a UPS pickup, and let me know what date to expect it. *** IMPORTANT *** For some reason, whoever packed the box reglected to put my condo unit number on the label (my shipping info IS correct on my confirmation below). Please make sure it is on the replacement box, as that mistake delayed delivery and caused me to have to contact UPS with the corrected address. Thanks so much, |
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Post by lovestocreate on Jun 21, 2022 1:25:49 GMT
MichyM your email sounds great and I like how you provided your desired solution.
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Post by MichyM on Jun 21, 2022 15:58:21 GMT
I heard back from PTI, the replacement packs will be shipped either today or tomorrow, and since they asked me to hang onto the box for inspection, I assume they’ll be sending a pickup for the damaged packs. Though they have not confirmed that yet.
Their first reply was very curt and really not one that would engender me to their brand. The second reply was much less so, and right now I couldn’t be happier with the outcome.
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Deleted
Posts: 0
Jun 2, 2024 3:33:51 GMT
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Post by Deleted on Jun 21, 2022 16:11:27 GMT
So glad to hear they took responsibility and will make it right!
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pinklady
Drama Llama
Posts: 5,563
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Post by pinklady on Jun 21, 2022 16:22:30 GMT
I heard back from PTI, the replacement packs will be shipped either today or tomorrow, and since they asked me to hang onto the box for inspection, I assume they’ll be sending a pickup for the damaged packs. Though they have not confirmed that yet. Their first reply was very curt and really not one that would engender me to their brand. The second reply was much less so, and right now I couldn’t be happier with the outcome. That's a great surprise! Glad it worked out for you. |
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azcrafty
Pearl Clutcher
Posts: 2,816
Jun 28, 2019 20:24:21 GMT
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Post by azcrafty on Jun 22, 2022 3:05:34 GMT
This is great! I'm happy it will work out at the end.
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Post by MichyM on Jun 22, 2022 22:15:51 GMT
Unfortunately, my first order with Papertrey will be my last. I received confirmation that my replacement order went out today. UPS ground, so it'll be a full week till it arrives in town. But AGAIN, its been sent without my unit number. UPS will not deliver it without. Clearly no one paid attention to the *** IMPORTANT *** note in my first email. Sigh. I also will add that in two separate emails to me, they blamed their UPS driver for mishandling the package. There was no reason for them to do so. I never "blamed" anyone in my email to them. The box was undamaged. Talk about passing the buck. The other thing that's giving me pause, is that the $5 for 12 sheets packages of CS that arrived the other day every one has a printed label inside the shrink wrapping that states the price is $3. As I start inspecting the packages further, most all have 2 or 3 corners that are crunched, not just the one bad corner. Because of the price and damage, I'm wondering if they sent me factory seconds. Or really really old CS that has been shelfworn. Major bummer. I like the colors, thickness, and feel of the CS that is not damaged. But not enough to deal with the hassle of an incorrect address again. I appreciate all the head's ups in the past about them. I just had to try 'em out for myself Lesson learned. Thanks for all the hand-holding girls, I appreciate it! |
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GiantsFan
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Post by GiantsFan on Jun 22, 2022 22:40:59 GMT
Hey MichyM Try downloading the UPS app and see if you can correct your address. You'll need to set up an account but I found their app to be useful for tracking. If you can't add your unit number you can get alerts when it's close [truck delivery] and maybe you can hang out and wait for them to arrive on site. Not the best option but... |
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Post by MichyM on Jun 22, 2022 23:02:59 GMT
Hey MichyM Try downloading the UPS app and see if you can correct your address. You'll need to set up an account but I found their app to be useful for tracking. If you can't add your unit number you can get alerts when it's close [truck delivery] and maybe you can hang out and wait for them to arrive on site. Not the best option but... Thank you! I do have an account with UPS, so I'll see if the address can be corrected while on it's way...I didn't think to try that. The last shipment didn't even show up in my account en route since it was missing the unit number. I wondered why I didn't get any updates on it like I usually do with UPS packages. Anyhow, everything crossed! I live in a 137 unit building, so trying to catch the driver would likely be an exercise in futility. *** Also, I was just thinking of dropping you a note the other day as I used my stamping platform. I've gotten better Thank you again! <3 ETA: 7/5/22 - thought I should add a final update in case Papertrey CS ever comes up in a search. I received my replacement papers a little more than a week ago, and they arrived in PERFECT CONDITION. HURRAY! The manner in which they were packaged was like night and day compared to the first shipment. Corners were protected by wrapping corrugated paper around the stack of CS packages. Had this been how my initial order arrived, I would have been thrilled. PTI changed their mind and told me to keep the damaged paper packs. Many will be donated to the elementary school across the street when it reopens in September. One last thing as I start to use them, so far, the colors I have used from PTI do not cut cleanly. The CS is very fibrous and have unsightly bits of fibrous fuzz all over the cut sides. I'm guessing that it's a quality issue, since their papers are less $$$ than most. I use a fiskers trimmer with a titanium blade, I wonder if a guillotine trimmer might work better on the PTI papers. It's not my blade, as I was using other heavy papers (neenah, lawn fawn) at the same time and they cut perfectly fine. I know this thread contains way more info than most need about their paper, but in case someone is doing a deep dive into 100lb CS, at least this thread helps one to decide whether or not they want to order from PTI. |
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Post by joblackford on Jun 23, 2022 1:03:30 GMT
Ugh, that's all very frustrating... It doesn't sound like it's worth the hassle of buying from them ever again. I would guess that the unit number being left off might be a glitch in their shipping system and if they couldn't catch it when you highlighted it they're definitely not going to do it for a normal order. Deal breaker for me. Every ream of Neenah cardstock I've bought has a slightly crushed corner and I usually just use that side for the back of a card. If I'm using it as a card front I usually cut it down a little so I can handle that. But I would be really annoyed at having multiple crushed corners and especially for colored cs. The size discrepancy thing is weird too. That sounds like it should've been a factory second. I hope the replacement packs are better when they finally arrive. I'll skip this company, for sure  |
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. I'm attaching a photo below, all the paper packs arrived with one corner of the paper creased. If it was just bent I'd deal with it. However, they are full-on creased. Most were meant to be either A2 card bases or card fronts, so a good portion of each piece cannot be used as intended. IMPORTANT: the box they were shipped in was fine, so it's not the shipping co's fault, it's the fault of whoever packed the order.
