ComplaintsforIvory Paper Co

• 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. 

• Initial Complaint

  01/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on December 29,2022. And still have not received my 2 planners. On Jan 8 I was told my stuff should be completed and ready to send shortly. On Jan 19 I still had not received a tracking number and emailed again. I received a response it should be going out and get a tracking number. The tracking number states it is in pre shipping and waiting to receive product at usps. On Jan 24 it still says in pre shipment. I emailed again and was given an excuse that they would check with shipping and that usps has not been updating their website until delivery. I still have not received my stuff or a response when emailed again to check on my order.

  Business response

  01/27/2023

  I apologize for the delay of your order. I reviewed the correspondence and our customer service team was working on a resolution with the shipping/delayed order. Again, I apologize we were not able to fulfill your order.

  As requested we have cancelled the order and issued a refund towards the original form of payment. 

   

• Initial Complaint

  09/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered my planner on Sept 8, NOT during any peak season. After waiting 10 business days and not recieveing a shipping label I contacted the company. They gave the same response stated in other BBB complaints "they will check w production." Per production it was slated to be shipped Wednesday the 28th. I requested they overnight it as a courtesy, they said all shipping is through usps and I will have it in a few days. NOTE: I haven't received my shipping confirmation yet! I email back almost immediately and I've yet to receive a response. I ordered this planner to start on Oct 1. I will now have wasted pages bc it still hasn't shipped! This company did this before and blamed it on COVID in China causing a lapse in materials, though they claim to print everything in house. It took me months to receive that planner and they "made it right " by giving me a discount on a future planner (hardly a solution) and here we are in the same situation again! A real customer focused company would ship overnight or give a 50% refund. Keep in mind I still haven't heard anything back from customer service. Their responses take 1-3 business days. My planner didn't have any personalized elements for fear it would further delay production. I paid for a product, part of the payment is to recieve it in the agreed upon timeframe. If not received, there should be monetary compensation. I also commented my experience on all their social media, funny how they could remove my comments so quickly...

  Business response

  10/04/2022

  I apologize there has been a delay with your order. I have reviewed the correspondence from our Customer Service Team, they advised your planner did not pass quality control and had to be remade. At that time they also provided a full refund due to the delay and provided an update on the shipping. The Customer Service Team has committed to continue to follow up and provide tracking information as soon as it becomes available. 

   

   

• Initial Complaint

  09/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order from this company on 8/19. Said 7-10 for processing. At this time they were responding to email saying the would check on order and sorry for the delay. After requesting a refund for item not shipping they finally sent a USPS tracking number. That tracking number says that USPS is still waiting for the item so it can update the tracking. The company has never took it to post office to deliver and won’t respond to emails now. I try call the number provided on here and it goes straight to voicemail which are not returned.

  Customer response

  09/18/2022

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

• Initial Complaint

  08/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a planner on August 8th 2022 from Ivory Paper Company and was told 8-10 days for shipping. On August 24th, nothing had arrived and there was no communication suggesting my planner had shipped. I reached out to customer support and my first email was responded to promptly, telling me they would look into the issue with their production team. I did not received a follow up response. I sent another email on August 25th, and it was met with no response. I reviewed my checking account and was able to verify that payment had in fact been deducted, and still no product has been received.

  Business response

  08/31/2022

  I am sorry to hear there was a delay with the shipment of your planner. I reviewed the correspondence and it appears when the order was placed a shipping address was not provided, an email address was used for the house number/street address. This has since been corrected and the planner is in the process of shipping - tracking *************************

  Customer response

  09/01/2022

  Better Business Bureau:

  This complaint should be disregarded, as the delayed shipping was an error on my end. 
  
  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  05/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased the planner on April 20th; order showed on May 4th that the shipping label was created but it has not been shipped yet and when I asked what the delay was all communication has gone unresponsive. I payed for the extra cost to have the month of May added to my planner but at this rate it still hasn’t been shipped so why should I have paid for May.

  Business response

  05/20/2022

  I apologize your order was delayed, however at this time I do show it has been delivered. I reviewed the correspondence and it shows the IPC team communicated the delay and follow up with the expected delivery date. Email communication and proof of delivery are provided below. 

  5/2 email from IPCHello!
  I am reaching out in reference to your Instagram inquiry! Every one of our planners and products are made to order here in Columbus, Ohio so it can take us a bit to get it out the door to you! Our current processing times are 7-10 business days. 
  That being said, I see you placed your order on the 20th which would make today the 8th business day. Rest assured your goodies should be shipping shortly. 
  
  Also, our production team automatically updates past start dates to avoid unused pages. 
  Keep an eye out for an email confirmation that will include your tracking number. Thanks!
  
  Hope you love your planner when it arrives! xx

   

  5/6 Customer Response 

  Thanks for reaching out. I really hope this planner is worth it when it finally gets here since the shipping label was created on business day 10 but the package has yet to actually ship. The post office is still awaiting it. I am kinda disappointed with the time it takes to get.
   I paid the extra money for the extra months and by the time it gets to me May is going to be over and I will have paid for a month that I didn’t get. I understand the process that all the planners are printed upon order and I understand supply and shipping issues but the return time on this definitely has me disappointed. 

  
  Unless this planner blows me out of the water I don’t know if I would order another one just based on this experience. 

   

  5/10 IPC Customer Service 

  Hi *************
  
  Your packaged was shipped on May 4th. We were just made aware by the USPS they were behind, so all of our packages were transported to a sorting facility without being scanned this morning. 
  
  I will continue to monitor your order to ensure there are no shipping issues and provide any updates I have.
  
  I apologize for the extended time

   

  5/11 IPC Customer Service 

  Hi *************
  
  I wanted to follow up and provide the latest update from the USPS.
  
  Expected Delivery by
  THURSDAY12 MAY2022by
  9:00pm 
  USPS Tracking Plus® Available
  
  Again, I apologize for the delay and hope you love your planner when it arrives! 

   

  5/11 Customer Response 

  Thank you. I’ve been getting updates as it goes along. I am hoping I love the planner and will be able to put the delay past me so if I do love it, I will reorder for 2023. 

  USPS Confirmation of delivery: Tracking Number: **********************
  Your item was delivered to an individual at the address at 3:20 pm on May 12, 2022 in ***** ** ******

  Customer response

  05/23/2022

  I accept the business's response to resolve this complaint. I submitted this prior to hearing from the company. 
  

• Initial Complaint

  03/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  After being a faithful follower in IG of Ivory Paper Co, I decided to order a planner on February 3, 2022. I ordered $80+ in their website (a $52+ planner, some label sheets + a notepad). I was supposed to have my planner before the end of the month so I could start using it on March 1st (as it was dated). I was super excited to start using my planner in March and was preparing to use it to organize LITERALLY my entire life. A month later, the planner has not arrived. No email from anyone. I emailed the company to inquire about the status of my order and they responded a day later saying that they will "find out" what the status of my order was. So it took them a WHOLE day to email me back and they still had no response about the actual status of the order?! I responded same day requesting to cancel my order since I was already going to be missing days from my planner. They responded the FOLLOWING day saying they had "shipped" the order. It is important to note that the tracking they provided does not have an ETA for when the order will be delivered. After reading all these reviews from other customers like me, I am afraid I won't even be receiving my order. I will be placing a dispute with my credit card company if I don't receive my order in the next 5 business days. I think the owner should focus on fast shipping instead of posting on social media as much as she does because obviously her team is not ready for prime time yet! Very disappointed :(

  Business response

  03/04/2022

  I apologize there was a delay with the shipping of your order. We received an email asking for the status of the order on 2/28/22, our customer service team responded 3/1/22 apologizing for the delay and advise would determine status and follow up with an update. On 3/2/22 customer service team responded with the USPS tracking information -   **************************   with and delivery date of 3/7/22.  Below is the information from the USPS site. 

  Tracking Number: **************************
  Expected Delivery by
  MONDAY7 MARCH2022by
  9:00pm

• Initial Complaint

  01/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a $70+ planner from Ivory Paper Co. on December 20th. I understand that this is their busy season, but the website still stated that it would take 7-10 days to ship my order. On January 10th, I reached out to them to see if my order had been processed. I was worried that since it was not here yet, that I would have a bunch of blank space since it was not back dated. I provided order # and everything requested. They responded on Jan 11th and stated that they were experiencing supply chain issues. They saw it had not shipped yet, but were doing everything they could to get it out to me. Understandable. However, I just received an email today that there was an issue processing my order, so they were just going to be refunding me. I have waited for this planner for over a month. It has been extremely inconvenient because I was so excited about this planner that I have been working without one for a month now. I asked if I could place a second order and be processed quicker due to the circumstances. They said they could not accommodate this or give me any guarantee that my order would be processed. How can you respond to an email on Jan 10th about an order that was not "processed correctly" without seeing the issue? Something feels extremely off about this situation. I literally just want the planner that I paid a lot of money for to be processed and delivered to me. Their customer support has been 0 help in this matter and are offering nothing to resolve either. Please beware while ordering from this business. They are unreliable, disorganized, and lack basic customer service skills.

  Business response

  01/25/2022

  I apologize there was an issue with the order. We reached out via email to advise of the situation and also issue a full refund. At this time we did express that if you placed a new order it would be 7-10 business days but we would do our best to see if the order could be fulfilled prior to. We do not want to set an expectation that might not be met, due to volume of orders during peak season. The original order has been cancelled and a full refund has been issued, IPC proactively reached out to the customer to advise. 

  Email sent to customer: Hello! 

  I am reaching out in reference to your IPC order placed in December. The order failed to process correctly causing delays with your order. We have cancelled and issued a full refund towards your original form of payment. The refund can take 7-14 business days to process.
  
  We apologize for an inconvenience this may have caused. 
  
  Please let me know if I can be of further assistance. 

  IPC Email in response to expediting a new order: 

  Hi ***** 

  If you place a new order I will be more than happy to send it to our production team. I am sorry I am not able to guarantee your order will be completed prior to the 7-10 business days. We are working to get all order fulfilled during this very busy season and are also experiencing delays with some of our products due supply issues. 
  
  I will do what I can! 

*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. ↩