ComplaintsforIvory Paper Co

• Initial Complaint

  01/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered my planner December 27th, it is now January 17th… - no tracking or shipping number - multiple emails and instagram messages of “someone will help you shortly, someone will message you with an update” since Monday (it is now Thursday”. - constant excuses on social media and the BBB complaints and reviews as to why they are adhering to the promises they make of fulfilling your purchases that you bought with YOUR hard earned money - deletes social media comments to appear like a well organized and legit company and to scam others into wasting their time and money on their planners I have given them THREE chances over the last 2-4 years by purchasing almost 100$ worth of planners and materials EACH purchase. They do not appreciate or respect their customers and have zero customer service expectations. I’ve even reached out to the owner concerning the last planner I bought only to be told “my CSA did not say that”, I had to show screenshots just as proof because she implied I was a liar

  Business response

  01/18/2024

  We apologize for the delay of your order and understand your concerns. Upon review, your order is in the process of shipping and our Customer Service Team has emailed the tracking information to the email used during the order process. Again, we apologize for the delay and any inconvenience this may have caused. 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I tried to cancel the order the day after I placed it after reading horrible reviews of the company. They have an F rating on the BBB, people wait months and never receive their orders. I ordered 9/12/23, emailed the merchant 9/13/23. This is the reply I got on 9/14/23 - "Thank you for your order and reaching out. Since each Ivory Paper Co Planner is made to order, our current policy only allows for cancellation of orders that have not shipped and are past our estimated processing times. We do not offer cancellations for any other reasons. So unfortunately, I will be unable to accommodate your cancellation request at this time. Please keep an eye out for your tracking number shortly!" I have not received a tracking number as of 9/27/23. The website states 7-10 business day processing time. It is past that. I want my order cancelled and money refunded. I do not want the product.

  Business response

  10/04/2023

  Our policy allows for cancellations of orders if the order is not shipped within the 7-10 days processing. Upon review, your cancellation was processed as requested on 9/28/23 and a refund was issued towards the original form of payment. 

  Customer response

  10/12/2023

  
  
  I accept the business's response to resolve this complaint.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a planner that cost over $88 on their website. It said it would ship in 7-10 business days. By the 10th business day with no shipping information, I emailed customer service. They told me the planner would be shipping soon. A week later, I got a shopping notice, but it only said USPS received pre-transit information and the item was not yet received by USPS. A week and a half later still, and the same message. It’s now been a full month since I ordered this planner and I want a full refund. I don’t even want their tainted product.

  Business response

  09/01/2023

  We apologize for the delay of your order. Upon review of the order it is in the process of shipping with an expected delivery date of 9/2/23. There is also an active bank dispute which prevents any action on our end for issuing a refund. The refund will be reviewed by the bank dispute process. 

  Again, we apologize for the delay and any inconvenience this caused. 

  Customer response

  09/01/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20550827
  
  I am rejecting this response because: The actions of the Ivory Paper Co violate the Mail and Telephone Order Merchandise Rule and the Federal Trade Commission. I want a full refund. 
  
  

  Business response

  09/06/2023

  We understand your concern and would be more than happy to issue a refund, however there is an active dispute in place that was filed with your financial institution. This prevents a refund from being issued. 

  Customer response

  09/16/2023

  I will not be satisfied until I am issued a full refund in the amount of $88.14, whether it be through my credit card fraud department or Ivory Paper Co.

  Business response

  09/18/2023

  There is an active dispute with the finical institution, which prevents any refunds from being issued by Ivory Paper Co. The dispute process will handle based on information provided by the customer and IPC. We apologize we are not able to assist at this time

• Initial Complaint

  07/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with Ivory Paper Company on June 10, 2023 for $80.95. The order number is *****. I had not heard anything from the company about about my order so I emailed them on June 26, 2023. I was told that current processing times were 7-10 business days, and June 26 was day 10. My order should be shipped shortly. The next day, June 27, 2023, I received an email with a tracking number USPS. It stated the shipping label was created and the item was pre-transit. I signed up with USPS for updates on tracking my package. There have been none. I sent another email to Ivory Paper Company regarding this matter. It has now been a month. They have my money and I have nothing! This is a scam! I would like my money back. They can keep their planner.

  Business response

  07/11/2023

  We apologize for the delay of your order. Upon review the Customer Service Team cancelled the order and issued a refund as requested. If you have any further questions or concerns please don't hesitate to reach out to [email protected] 

  I have provide the email below in reference to the cancel/refund

  7/8/23 Email from *****

  I placed an order on 6/10/2023. I still have not received my planner. On June 26, I was told current processing times were 7-10 business days so my order would be sent out soon. On 7/27/2023, I received a tracking number for my order. The tracking order states it is in pre-shipping and waiting to receive product at USPS. As of today, 7/7/2023, that status remains unchanged. Please cancel my order and issue me a refund. I no longer care for this item, nor do I wish to do business with your company.
  
  Thank you,
  

  Customer response

  07/12/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  06/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed my order for a 12-month daily planner in the Rose Quartz design on May 21, 2023, for a total of $76.95 via PayPal. The planner is supposed to start for July 2023. My order number is 70794. The website currently states that I should receive a shipping email and tracking number within 7-10 business days. The 10th day was June 6th. It is now June 8th and I haven’t received anything. I emailed the company on June 5th and their response indicated that it was the 9th business day so they were still within their time frame to work on my order. I have emailed them twice after the 10th day, and I have gotten no response. I do not want a refund just yet. I just would like to receive my product. If there are shipping delays or other issues pertaining to my order, then the company should communicate that to me instead of leaving me in the dark. I’ve been a loyal customer since 2021, and I would like to remain that, but I need for this matter to be taken care of.

  Business response

  06/16/2023

  I am sorry to hear there was a delay with your order. Upon review IPC Customer Service received an email checking status as the processing times were past (12 business days). Customer Service followed up the next business day providing the tracking information. On 6/12/23 IPC received a response confirming the order was received. If there is an issue with your planner please don't hesitate to reach out to [email protected] - Below is the confirmation from the USPS site and email stating item was received.

  USPS:

  Your item was delivered at the front door or porch at 3:08 pm on June 12, 2023 in BXXXX RXXXX, LA.

  Email From Customer: 

  I did receive my item today. Thank you very much.
  
  ******* ********

   

   

   

  Customer response

  06/20/2023

  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ******* ********

• Initial Complaint

  05/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with this company on 04/22/2023, received a confirmation of my order for $70.95 along with notification that I would receive tracking info via email within 7-10 business days. On 05/02/2023 I reached out via email requesting an order update as I had not yet received tracking information. I did receive communication back via email on 05/07/2023 indicating that they did not show my order has shipped and they would reach out to the production team and provide me with an update on my order. I did hear back from the company again after that. I sent 2 other emails to which I received no response. I became increasingly concerned regarding the customer service at that point so I researched on my own. Moving forward I will research businesses prior to making a purchase as I found when researching here this business had 117 customer complaints for the same exact reason I am writing this today. This is disappointing and highly unfortunate. I feel as though if the company wanted to make this right they would have communicated this with me, however they has no problem taking the payment and then not responding.

  Business response

  05/22/2023

  5/17/23 order was cancelled/refunded as requested by customer. 

• Initial Complaint

  02/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On January 5, 2023, I ordered a planner for $55. I emailed them a few times asking for an update on my order and received a response January 26th with a false shipping notification. After asking to cancel my order, they refused to do so "because of the status of the order" and immediately sent me a new tracking number on February 2nd. On February 6, I received a package but it was the wrong product. I immediately emailed them with pictures of my order confirmation and what I had received. On Feb 7, they apologized and said they would expedite the correct order. I've emailed them several times since asking for an update and finally received a response on the 14th saying "they were checking the status". Since then, I've received no response to my emails asking for an update and they refuse to cancel my order, give me a refund or send the correct product that I paid for. I paid $55 for a 12 month planner and got sent a 6 month planner with the wrong interior layout. I can provide proof of emails if required.

  Business response

  03/01/2023

  I apologize there was an error with the original order. I reviewed the correspondence and the customer service team took the proper steps by processing an order to have a new planner created for you. Upon review, the original shipping label was cancelled to correct an issue with the shipping process. At this time updated tracking has been sent and the correct planner is in the process of shipping -xxxxxxxxxxxx******

  In addition, the incorrect planner does not need to be returned. 

   

  I apologize for the error and delay of your order. 

• Initial Complaint

  02/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered this product on 01/09. I reached out on 01/30 and was told that was the 10th day and it would be shipping soon. On 02/05 I reached out again and was immediately given a tracking number saying it was shipping yet, never shipped out. I have nicely asked for refunds. I was told a 7-10 day shipping and we are at over 20 business days at this point. I just want a refund.

  Business response

  02/10/2023

  I apologize there was a delay. Our current processing times are 7-10 business days plus the shipping of the order. The processing times may vary based on season. I reviewed the USPS site and show your order is expected to be delivered today. The shipping label can take 48 hours to update with tracking information, at times this can be longer. I have provided the latest update below.

  Expected Delivery on

  
  FRIDAY10 FEBRUARY2023by
  3:30pm 
  Your item is out for delivery on February 10, 2023 at 6:58 am in ******* ** ******
  

• Initial Complaint

  02/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The Ivory Paper Company has not responded to my questions regarding my order. I have sent several emails with no response. The tracking information shows no change for weeks. I consider this poor customer service. I would like a response to my questions regarding when I can expect my order.

  Business response

  02/03/2023

  I apologize there has been a delay with your order. I reviewed the order/correspondence and show the IPC Customer Service Team is working on getting this resolved. The updates/correspondence are being sent to the following email - ********************** - below is the most recent communication

   

  Hi *******

  
  
  I apologize for the delay of your order. I am working with our shipping department to get this resolved. At this time the current label has been cancelled, new tracking information will be generated. As soon as this information becomes available I will make sure to follow up with you.
  
  
  Also, there are a couple emails open in reference to your order. I am going to close all duplicates and work from this email so we can assure the information is all in one location. I just don't want you to think the other emails are going unanswered. 
  
  
  Again, I apologize for the delay and will follow up as soon as I have an update. 

   

  To:"Ivory Paper Co" <[email protected]>
  Thank you for the update.  Due to all the issues with my order I ask you send this overnight shipping.  I was supposed to have it well before the start date of the planner being February 1st. Please confirm overnight shipment.

   

  Hi *******
  
  
  We ship all orders Priority Mail via the USPS. I am continuing to monitor your order and will provide the tracking information as soon as it becomes available. 
  
  
  
  - IPC Customer Service Team 

   

   Again, I apologize for the delay and will work with our production team on the fulfillment of your order.

   

   

• Initial Complaint

  01/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased $189.75 worth of product from this company on January 1st. It is now Jan 30th. I was told that it could take 7-10 business days. Fine. On Jan 17th, I reached out and they said it hadn’t been 10 business days yet, so I said okay and reached back out on the 10th day, so January 20th. I did not receive any sort of tracking information until Jan 25th and to this day, five days later, it still shows that USPS is awaiting the item. So almost a month after purchase, the purchase has not been shipped. This company says they will reach out to production and promises to monitor this for me, but never any resolution. This is a scam and a horrible business practice. They are holding on to almost $200 of my money and no products to show for it. At this point, I want my money back.

  Business response

  02/02/2023

  I apologize for the delay of your order. I review your order and correspondence and show a refund was issued towards the original form of payment. 

*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. ↩