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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/13/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
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
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 response
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
01/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 companyBusiness response
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.
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