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Post by tampascrapper on Aug 8, 2022 19:41:20 GMT
UPDATE: Since receiving bent paper was discussed in this thread I wanted to give an update. Everything arrived in perfect condition. My order was in a box and had thick cardboard attached to the packaging the paper was in. Thank you ACOT!
I am so impressed with A Cherry on Top! I placed an order at 11:23. Received an email at 1:03 saying my order had been shipped! And there’s a code for free shipping if you spend over $49
If SSS shipping didn’t cost so much and take so long, I might order from them more often
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Post by MichyM on Aug 8, 2022 20:04:56 GMT
That's great! I sure hope they packaged your goods better than my $50 order from them a couple weeks ago. I ordered all 12x12 CS and one 6x6 pad. It was sent in a bubble mailer  . Every last sheet was damaged. Deep dents right in the middle of each piece. I'd imagine someone set a box on top of the mailer at some point along the line, and it dented them. Who packages 12x12 paper in a bubble mailer anyhow? That was my third order from them, and my last. |
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Post by tampascrapper on Aug 8, 2022 20:12:51 GMT
That's great! I sure hope they packaged your goods better than my $50 order from them a couple weeks ago. I ordered all 12x12 CS and one 6x6 pad. It was sent in a bubble mailer . Every last sheet was damaged. Deep dents right in the middle of each piece. I'd imagine someone set a box on top of the mailer at some point along the line, and it dented them. Who packages 12x12 paper in a bubble mailer anyhow? That was my third order from them, and my last. oh no! I would not be happy and would request a refund! |
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Post by MichyM on Aug 8, 2022 20:26:55 GMT
I decided it just wasn't worth it to me. However when they sent an emailed customer service survery a few days later, I did type out what I experienced.
Hopefully, eventually they'll read that and reconsider how they ship paper.
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Post by babylou on Aug 8, 2022 20:35:49 GMT
I decided it just wasn't worth it to me. However when they sent an emailed customer service survery a few days later, I did type out what I experienced. Hopefully, eventually they'll read that and reconsider how they ship paper. I'm sorry that you had that experience! It sucks when our papers get damaged. It's definitely one of my pet peeves. Anyway...Just wanted to let you know that I had that trouble a year or so ago. Although, my damage was mostly just the corners and it was usable. I emailed customer service and told them what happened and they responded with an apology and also put me on a "list" to make sure that all of my stuff was stickered with do not bend and packaged with supportive material. Everything I have ordered since then has come in perfect condition and very well packaged. I believe they will make it right with you if you let them know. |
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Post by MichyM on Aug 8, 2022 20:41:55 GMT
I decided it just wasn't worth it to me. However when they sent an emailed customer service survery a few days later, I did type out what I experienced. Hopefully, eventually they'll read that and reconsider how they ship paper. I'm sorry that you had that experience! It sucks when our papers get damaged. It's definitely one of my pet peeves. Anyway...Just wanted to let you know that I had that trouble a year or so ago. Although, my damage was mostly just the corners and it was usable. I emailed customer service and told them what happened and they responded with an apology and also put me on a "list" to make sure that all of my stuff was stickered with do not bend and packaged with supportive material. Everything I have ordered since then has come in perfect condition and very well packaged. I believe they will make it right with you if you let them know. Thanks. If they read their emailed survey responses, they'll be made aware. I included my email address in case they wanted to follow up. That was over a week ago, so who knows. ETA: apologies for derailing this thread! |
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artbabe
Pearl Clutcher
Posts: 3,388 
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Post by artbabe on Aug 9, 2022 1:16:55 GMT
Every order I've ever gotten from them came in a box. But I have big orders. I'd hate it if my stuff came in bubble wrap.
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blemon
Pearl Clutcher
Posts: 3,520
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Post by blemon on Aug 9, 2022 1:54:04 GMT
Every order I've ever gotten from them came in a box. But I have big orders. I'd hate it if my stuff came in bubble wrap. Same. I always keep a cart until I have enough for free shipping or a coupon. I've been really impressed with their customer service. I've never had a problem but twice I wanted to add to my order after I had completed checkout and they always helped. |
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Post by ScrapbookMyLife on Aug 9, 2022 3:31:36 GMT
I have been ordering from them for years, with the exception of once....always great customer service. MichyM, you should reach out to customer service. I wouldn't rely on the survey, because sometimes surveys are conducted by 3rd parties. Matt from Acot is on here. I don't know how to tag him or I would. I know he would do his best to make things right.  |
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Matt at ACOT
Junior Member
Posts: 97
Mar 3, 2020 4:10:17 GMT
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Post by Matt at ACOT on Aug 9, 2022 3:34:38 GMT
MichyM Oh no, sorry about the poor experience. For certain orders, using bubble mailers lets us keep shipping costs down and get them to you faster. We always use a sturdy piece of cardboard, plastic bag, do not bend stickers, etc. We've sent out thousands that way that have arrived safely but occasionally someone at the post office is having a bad day or drives a truck over it or something. If you can PM me your order number or email I'd be happy to get replacements sent out or a refund. The company that manages our surveys/reviews doesn't pass along email addresses or give us any way to connect them to orders unfortunately.
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Post by Skellinton on Aug 9, 2022 3:51:43 GMT
MichyM Oh no, sorry about the poor experience. For certain orders, using bubble mailers lets us keep shipping costs down and get them to you faster. We always use a sturdy piece of cardboard, plastic bag, do not bend stickers, etc. We've sent out thousands that way that have arrived safely but occasionally someone at the post office is having a bad day or drives a truck over it or something. If you can PM me your order number or email I'd be happy to get replacements sent out or a refund. The company that manages our surveys/reviews doesn't pass along email addresses or give us any way to connect them to orders unfortunately. Matt Is there anyway to request a box? We have the community mailbox things and our mailman is the worst. He one time shoved a box that got stuck because the opening on the back they use is bigger then what we can access. It was so wedged in the only way to get it out was to cut the box. They routinely fold things that say "don't bend". They have no shame. I am just asking because I have an order that is still in preorder status and I imagine it is small enough to be a mailer, but I know it will get folded if it is sent that way. |
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Matt at ACOT
Junior Member
Posts: 97
Mar 3, 2020 4:10:17 GMT
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Post by Matt at ACOT on Aug 9, 2022 3:55:43 GMT
Matt Is there anyway to request a box? We have the community mailbox things and our mailman is the worst. He one time shoved a box that got stuck because the opening on the back they use is bigger then what we can access. It was so wedged in the only way to get it out was to cut the box. They routinely fold things that say "don't bend". They have no shame. I am just asking because I have an order that is still in preorder status and I imagine it is small enough to be a mailer, but I know it will get folded if it is sent that way. Yes! Shoot us an email or send me a PM and we can mark your account to only ship in boxes. There are some cases where that will force more expensive or slower shipping methods but it would still be faster than having to wait for replacements all the time  |
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Post by hoopsfn on Aug 9, 2022 13:13:03 GMT
I've never had any trouble with ACOT's shipping but my orders (w.paper) come in a box. It had to be frustrating for you to receive your package like that.
It's great that Matt from ACOT has posted to address this issue. Customer service is such an important part of a business.
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Post by MichyM on Aug 9, 2022 17:07:33 GMT
MichyM Oh no, sorry about the poor experience. For certain orders, using bubble mailers lets us keep shipping costs down and get them to you faster. We always use a sturdy piece of cardboard, plastic bag, do not bend stickers, etc. We've sent out thousands that way that have arrived safely but occasionally someone at the post office is having a bad day or drives a truck over it or something. If you can PM me your order number or email I'd be happy to get replacements sent out or a refund. The company that manages our surveys/reviews doesn't pass along email addresses or give us any way to connect them to orders unfortunately. Thank you for your response, I appreciate it. That's a shame that the survey that is sent oout on your behalf asks for contact info, but doesn't pass it along to you. I have to wonder, what's the purpose of asking for it then? I'll send you the order info privately. FTR, this order was packaged without any chipboard, cardboard, or anything that might have helped to protect the CS in a bubble mailer during the shipping process. |
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Matt at ACOT
Junior Member
Posts: 97
Mar 3, 2020 4:10:17 GMT
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Post by Matt at ACOT on Aug 9, 2022 17:25:03 GMT
Thank you for your response, I appreciate it. That's a shame that the survey that is sent oout on your behalf asks for contact info, but doesn't pass it along to you. I have to wonder, what's the purpose of asking for it then? I'll send you the order info privately. FTR, this order was packaged without any chipboard, cardboard, or anything that might have helped to protect the CS in a bubble mailer during the shipping process. Great question regarding contact info - I've wondered that myself and your post has renewed my interest in looking for alternatives I'll respond to your PM and also follow up with our shipping team to see what might have happened with lack of packaging. Sorry again for the trouble. |
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Post by MichyM on Aug 14, 2022 20:04:13 GMT
I feel like I should follow up on my previous posts to this thread. And again tampascrapper, I sincerely apologize for the hijack  Yesterday I received a replacement for the damaged shipment from ACOT, thank you Matt. I'm attaching photos of the condition of the box. Thankfully they used a box, not another bubble envelope to ship the replacements, and the actual contents of the box (paper only) appear to be fine. Had the contents included anything other than paper (think ink pads, anything plastic, liquid adhesive - oh that would have been a MESS, etc), this would have been a bad outcome. The contents took up maybe 3/4" of the height of box, and rather than placing packing paper, air bubbles, or anything else in the box to help prevent it from being crushed, it was shipped as is. It also had a 6+" rip (from being crushed), all the way through the cardboard to the contents. Thankful that it's summer in rainy Seattle  I really did want to like shopping at this company, but, after 3 orders, I'm done. If they are unable to package orders properly for shipping, what's the use? That said, I am genuinely delighted for all of you that are happy with the company and their practices.    |
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Matt at ACOT
Junior Member
Posts: 97
Mar 3, 2020 4:10:17 GMT
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Post by Matt at ACOT on Aug 14, 2022 21:10:34 GMT
I feel like I should follow up on my previous posts to this thread. Since you posted publicly I’ll respond publicly as well. Just to confirm, the products all arrived undamaged despite the box being destroyed by the post office? I would personally consider that a win but I can understand the frustration. If your order had contained other types of items we would have packaged those differently and securely according to how risky they are to ship (for example, we always ship liquids in their own bag so that other items won’t be damaged in the event of a shipping mishap). I would hope that my responses here and to you directly have shown that we stand behind our products and will take care of our customers. If I’m misunderstanding please feel free to DM and we can discuss further. |
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Post by MichyM on Aug 15, 2022 0:35:21 GMT
Yes that is correct Matt, as I said in my last post, the contents of this package are fine. To be fair, I also messaged you privately with the photos and info about the condition of the replacement package as well. I'm not trying to take you to task, or besmirch your shop's name, or anything of that sort. That's not my SOP. I've been very fair, stating clearly what my personal experience has been. After I sent you that message, I popped over to the board, clicked into a different thread and saw that someone else posted the same issues with a package received this week, and that prompted me to also update this thread. When I ship anything, I assume the worst (and package for it) and hope for the best. With so many places to shop online, I always appreciate retailers who pack orders (whether they're a little $50 or a $500 one) with the same intention. With that, my little order and it's replacement have taken up far too much of either of our bandwidths, dontcha think? Best... |
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. Every last sheet was damaged. Deep dents right in the middle of each piece. I'd imagine someone set a box on top of the mailer at some point along the line, and it dented them. 
