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Post by Prenticekid on Sept 9, 2014 23:22:52 GMT
On Friday, I received an order with a badly damaged Shimelle paper pad. It very obviously occurred prior to shipping - an entire corner was completely bent and the cover torn, yet the single papers that were on top of the pad in the same packaging were intact. If you've never ordered from them, they put your order in a ziplock bag and tape it to 12x12 chipboard, so everything in that corner would have been damaged if it had occurred during shipping. Oh, and the chipboard was not damaged either.
I sent them an e-mail on Friday, and now two full business days have gone by with no response. I also discovered another issue with another product, and I resent the e-mail just now including info on the second issue. I'm a patient person, but I'm beginning to since two days have gone by. Or is that not long at all?
TIA
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meplusthree
Shy Member
Posts: 21 
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Post by meplusthree on Sept 9, 2014 23:55:33 GMT
Yikes! I've been shopping with them for YEARS and have NEVER had a problem that wasn't given prompt attention to. I've had success emailing them, but I've had success calling them, too. They have a toll free number 888-381-9399, perhaps you'll have better luck calling them....
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jediannie
Pearl Clutcher
Posts: 2,840
Jun 30, 2014 3:19:06 GMT
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Post by jediannie on Sept 10, 2014 0:04:48 GMT
They are usually pretty responsive. I'd give them a call just in case the email didn't get delivered.
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oaksong
Drama Llama
Posts: 6,164
Location: LA Suburbia
Site Supporter
Jun 27, 2014 6:24:29 GMT
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Post by oaksong on Sept 10, 2014 4:12:35 GMT
I've gotten through to them right away when I called. I haven't had any problems with shipments, but made a mistake when I submitted an order.
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NoWomanNoCry
Drama Llama
Posts: 5,856
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Post by NoWomanNoCry on Sept 10, 2014 4:29:12 GMT
I never had issues but my friend got me an online gift card with them..I never received the GC code via email to use it. We waited 4 full business days for the email...she called as they asked her where my email was through... Yahoo...gmail...ect. She told them yahoo and they said that's one of the emails they have trouble sending emails to. Like they send them but the receiver never gets it. So she has to get the code on phone. So yes I would call.
Weird thing is I always get the ACOT new letters and product info but when it comes to them actually sending it not automated I never got a email.
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Post by jamh on Sept 10, 2014 12:42:02 GMT
They are super reliable, so just give them a call. Email is just not always reliable these days.
JamH
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Post by Prenticekid on Sept 10, 2014 16:18:47 GMT
I did hear back today, and it was a matter of me not getting their initial response e-mail. They have already taken care of the first issue, and are in the process of taking care of the second one I just brought to their attention.
Thanks for the reassurances! I was beginning to get a complex. LOL
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Deleted
Posts: 0
May 2, 2024 10:08:24 GMT
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Post by Deleted on Sept 12, 2014 5:38:20 GMT
The one time I had a problem, I didn't want to wait to get an email response, so I just called. They were very prompt in helping me.
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Post by artisticscrapper on Sept 13, 2014 4:57:07 GMT
Good to know. I haven't ordered from them yet but I may in the near future, and it's nice to know they treat their customers well.
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Post by Prenticekid on Sept 13, 2014 5:25:53 GMT
Because some people like to know this sort of thing: I had my replacement pad in 2 days, and a refund for the second problem (which you could tell was manufacturer related) within a couple of hours. I actually scrapped with my replacement paper pad before you can even get an order from some places!
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Post by love2scrap on Sept 13, 2014 16:19:14 GMT
They do a wonderful job with CS. I love to order from them
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christinec68
Drama Llama
Posts: 5,122
Location: New York, NY
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Post by christinec68 on Sept 13, 2014 17:15:40 GMT
Because some people like to know this sort of thing: I had my replacement pad in 2 days, and a refund for the second problem (which you could tell was manufacturer related) within a couple of hours. I actually scrapped with my replacement paper pad before you can even get an order from some places! Thanks for updating us! I am glad they made it right. I do most of my shopping from there and it's always been a positive experience. Enjoy your new supplies! |
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Post by papercrafteradvocate on Sept 13, 2014 19:04:03 GMT
ACOT IS AWESOME!!! Lol
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Post by Night Owl on Sept 14, 2014 19:55:44 GMT
I have ordered from them at least 50 times over the last few years (my name is Night Owl and I have a scrapbooking addiction)  . But anyway, in all those times I only had one problem and it was actually probably the post office's fault - the priority mail box arrived with a hole in it so the paper inside was bent. I e-mailed ACOT and they resent my order out the same day. Love them! Glad to hear they took care of your problem. |
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wandergirl
Full Member
Posts: 109
Sept 2, 2014 23:57:14 GMT
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Post by wandergirl on Sept 15, 2014 14:40:39 GMT
Good to hear  Have ordered from them several times and no problems. |
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. But anyway, in all those times I only had one problem and it was actually probably the post office's fault - the priority mail box arrived with a hole in it so the paper inside was bent. I e-mailed ACOT and they resent my order out the same day. Love them! Glad to hear they took care of your problem.
Have ordered from them several times and no problems.