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Business Profile

Retail Stores

The Paper Store

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Stores.

Complaints

This profile includes complaints for The Paper Store's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Paper Store has 89 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/14/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      12/24/24 in the ************* store I purchased Stonewll Kitchen Farmhouse Pancake and waffle mix and was fraudulently charged 0.87 tax this is not a taxable item. I would like a check refund sent to me. I called customer service *****/**/** she referred my complaint to marketing and another **** have not heard back. Sent email last week to **************************************** have not heard back.

      Customer Answer

      Date: 01/28/2025

      I have not heard from the business in response to my complaint.

      Business Response

      Date: 01/28/2025

      Good Afternoon ******,

      Thank you for your patience in waiting to hear back from us.

      We received your request for refund for the tax on pancake mix. We apologize for the inconvenience we caused regarding tax on this item.

      A check request for $10.87 has been submitted to refund you for the entire item, including tax associated.

      This check for $10.87 will be mailed to the address you provided in **********. Small world- although I now live in ************* and work for The Paper Store, I grew up on ************* right next door to you.

      Thank you for shopping with us.

      Best,

      *** M
      Customer Service Manager

      **********************

      Customer Answer

      Date: 01/30/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ****** *****

      Customer Answer

      Date: 02/23/2025

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      Still have not received a refund as of 2/18/25 

      Business Response

      Date: 02/27/2025

      Hi ******,

      Your check request for reimbursement was submitted on 1/30/2025.  This requires multiple levels of approval before the check goes out, which can cause a delay in processing. 
      Our records indicate that this reimbursement check has been mailed.  Please anticipate receiving this check in the coming week. 
      We are okay with leaving this BBB claim open while you wait to receive this check in the mail.

       

      Thank you,

      *** ******

      Customer Service Manager
      **********************

       

    • Initial Complaint

      Date:01/04/2025

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello - I never received my order (ID#********. Per the attachment, **** would not refund me, send a replacement or even attempt to assist in the situation. I have a chargeback pending but this is really poor customer service and **** needs to be coached. Please refund me.

      Business Response

      Date: 01/07/2025

      Hello ********,

      We received your BBB complaint. 

      Summarizing your situation here for BBB record:

      You placed order ******* online for five items on 11/2/2024.

       On 11/5 your package shipped, tracking 9261290304436002310739 with ****.

      On 11/12, **** reflects a successful delivery confirmation to your address. 

      On 11/12, you opened a ticket with **************** at ********************** via email stating you did not receive the package.  **************** representative **** responded same day, provided your tracking information, and explained that we have a delivery confirmation. **** asked you to dispute the charge with your credit card company at that time if you felt the package was stolen. 

      You then opened a ****** claim, 11/14, **************** representative ***** fielded your ****** Claim, which you opened after the ticket to TPS **************** / **** was closed. We provided delivery confirmation on the ****** claim as well, and claim was settled.  Since you were reiterating that you did not receive the package, the ****** claim kept re-opening. Again ***** provided ****** with a delivery confirmation.

      Since we have the delivery confirmation, we are not obligated as a company to provide you a refund for a successfully delivered package.
      **** and ***** both followed standard protocol in this scenario.        

      We certainly sympathize with your situation if you cannot locate the package.  It may have been stolen.  We are sorry for the inconvenience this has caused. 
      We are willing to make a one-time accommodation at this point and refund you for your order. A credit of $97.20 has been issued back to your ****** account. Please allow up to a full week for those funds to reflect on your account.
      Please note that this refund is purely an accommodation- our position as a company remains that we successfully fulfilled your order. Future orders that result in 'Delivered but not Received' will not be refunded if we have a confirmation of delivery from our carrier. 

      **** will be coached on how to politely convey this information to future customers, and we apologize for any grief or frustration **** *** have caused. 

       

      Thank you,

      *** ******

      **************** Manager
      ********************** 

    • Initial Complaint

      Date:05/13/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      False advertising that caused me to spend money that I would not have otherwise spent. Their website description of an item that I purchased said it was assorted, leading me to believe that I would be receiving more than one item. I attempted to contact customer service, and the lady became very rude with me on the phone, and refused to help me with my order. I would be happy with a simple refund, but they took it too far and they took advantage of me. Their website still has the word assorted directly in the name of the item, and she tried to explain 'their' meaning of the word assorted, and that meaning is not listed anywhere on their website to show that it only means one item.

      Business Response

      Date: 05/14/2024

      Good Morning *****,

      Thank you for contacting The Paper Store ****************.

      We received your call yesterday as well as your complaint with the BBB. 

      We have processed a refund of $18.00 back to your Paypal account, which is a refund for your whole order, including shipping.

      Please note it may take 5-7 business days for the funds to reflect back in your Paypal account.

      We apologize for the poor customer service you received during your brief call to **************** yesterday.

      The representative you spoke with will be retrained on these scenarios. 

      Attached is a screenshot of the product on our website.  Your feedback regarding the "Assorted" part being misleading has been escalated to our ECommerce group for them to review the product on our site.   Please note that on the Product Details and description, it does state explicitly only one Bird per order.

      Thank you for shopping with us, and sorry again for the negative experience.

      *******************

      **************** Manager
      **********************

      Customer Answer

      Date: 05/14/2024



      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      *****************************************

    • Initial Complaint

      Date:01/29/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an online order in December. The order number is *******. I never received the order. It never arrived. I looked everywhere but couldnt find it. I have sent several emails to customer service asking to resolve the problem and I never received a response to any of my emails. I am so very upset over this. At this point I just want my money back. Unfortunately my purchase was not made with a credit card, I used a store credit for the purchase. Should I have used a credit card I could have disputed the transaction with the credit card company

      Business Response

      Date: 02/13/2023

      We have spoken to *************************** last week and this issue has been resolved. 

      ******** was emailing us at an unmonitored address/ email address that is not in use.

      ******** did not call **************** at TPS and she did not use our ********************************************* email address to reach us. 
      ******** emailed our company founder, ***********************, which is how we found out she has a customer service issue. Where she got *************************** email address from, I do not know!
      She is all set- she has received her refund and our deepest apologies for the inconvenience. We have also changed our verbiage on our Order Confirmation emails to ensure this does not happen again. 

    The Paper Store is NOT a BBB Accredited Business.

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