ComplaintsforIvory Paper Co

• Initial Complaint

  06/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My order was placed on 6/1, and now it has been almost 3 weeks any the order status has not changed. 

  Business response

  06/19/2024

  Thank you for your order! We apologize there has been a delay, looks like we are on the 12th business day. I reviewed our correspondence and our customer service team reached out yesterday and is looking into the status of your order. We will make sure this is resolved!

  Customer response

  06/20/2024

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

  Business response

  06/20/2024

  Your order is in the process of shipping! We have sent an email with the tracking information.

  Again, we apologize for the delay and hope you love your planner when it arrives!

• Initial Complaint

  05/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 4/12/24 for a planner with dates starting May 1st. The company says shipping should take place within 7-10 business days so I had plenty of time to receive the product before my start date. After 10 business days, I sent an email on 4/27 and received a response on the 29th stating my order hadn’t shipped yet but they would update me soon…I responded and asked for an update and did not receive a response, and I messaged again on may 1st to which they responded they would check on my order status “that afternoon”. I reviewed no follow up, and on the 2nd I messaged AGAIN asking for an update and still have not heard back. I had the same issue last October and ended up requesting a refund for my order as it never shipped…I decided to give them another chance since I love their planners and successfully received one the year before that. I would like my planner I ordered, but at this point I’m not even sure it’s worth it as there are dates that will be unusable. If my order is not shipped by early next week I will need a refund. I am so disappointed in the companies misinformation and lack of communication. It’s a shame, because the product is great (if you ever get it).

  Business response

  05/06/2024

  Thank you for being a repeat customer, we appreciate you!

  We are sorry there was a delay of your order. Upon review of the correspondence with the customer service team, they were working on the status of your order. The CS team sent an email May 1st following up with our production team determiningthe status of your order. (below is the emails from our team)

  Hi ****** 5/1/24
  I sent a follow up checking the status this afternoon. I will keep you posted!

  Hi ****** 5/3/24
  I am sorry I do not have any further updates. I am awaiting a response to my follow up.
  As soon as I have an update I will follow up with you.
  I apologize for the delay!

  Upon review I show your order is in the process of shipping and a confirmation email has been sent with tracking information. Again, we do apologize for the delay of your order and truly hope you enjoy your planner. 

  Customer response

  05/08/2024

  I am rejecting this response because: 
  After receiving the tracking number Monday morning, my order still says that a shipping label was created but nothing has been received by USPS two days later. I do not believe I will receive my order this week, which will make it over a month since I ordered my product. I do not believe the company has resolved my issue at all; instead just giving me a “tracking number” to a shipment that hasn’t happened in an attempt to appease me and give themselves more time. 
  

  Business response

  05/15/2024

  We completely understand and apologize this has occurred. During the packing/shipping process a product did not pass the quality inspection and had to be remade. Our customer service team has noted the order is shipping today. We are truly sorry for the delay and any inconvenience this may have caused. 

  Customer response

  05/16/2024

  I am rejecting this response because: I was once again told my order was shipping yesterday and given a NEW tracking number, just for that tracking number to also say the label was created but it still has not shipped! I have lost faith I will ever receive my product.
  

  I was also offered a 10% discount for the “inconvenience”, which is honestly just insulting considering I will have almost an entire month of unusable dates. The planner is only for 7 months, so that is over 14% of the product I won’t be able to use—more than the discount they are giving me! So their “discount” won’t even cover the portion of product I can’t use, let alone being misled, lied to, and continuously ignored for over a month. 

  Business response

  05/20/2024

  We completely understand your concerns and apologize. The team advised the products were taken to the USPS, I apologize the site is not updating with tracking information. As of today the order was cancelled and refunded as requested.

  Again, we apologize for any inconvenience this has caused. 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I bought a planner and custom return address stickers on March 11th. I received a shipping notification on March 26th. The shipping information still states the order has not been received by USPS. I emailed the company asking if they have the location of my order and they have not provided me with an answer. They state they are “looking into the issue.” Yet they have not provided me with a legitimate answer to my question. They told me that they “resolved the issue” and that the tracking information should’ve been updated by today, April 5th. And it has not been updated.

  Business response

  04/08/2024

  We apologize there was a delay with your order and will ensure this is reviewed within our practices. We appreciate you taking the time to alert us of this issue. Upon review the order was cancelled and refunded as requested by our customer service team. 

  Customer response

  04/09/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* **********

• 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. 

*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. ↩