ComplaintsforIvory Paper Co
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/20/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I am just a couple of days over the 12 month line as I didnt know filing a complaint was even an option - I ordered a planner from Ivory paper co on 1/12/21 for the price of $58.30 including standard shipping (5-8 business days). I did not receive the planner until 3/1/21 nearly 2 months after the order was placed. Although I did attempt to reach out to the company, I received a generic response about order volumes being larger than expected, shipping times had been changed to 9-14 days although in the original receipt it says 5-9 and no option for a refund. By the time I received the planner I had already purchased another and no longer needed it. The planner was in very poor condition when it did arrive and was unusable anyway. I have seen tons of complaints from others towards this company.Business response
01/24/2022
I am sorry to hear your planner arrived late. I reviewed the past correspondence and there was nothing stated about the condition of your planner upon its arrival. Our currently policy allows for replacement of damaged goods if notified within 7 business days of shipment. At this time we are not able to provide a refund.Initial Complaint
01/06/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered 4 items from Ivory Paper Co on 12/18/2020. (Order #26150) I was told the items would be shipped in 4-6 business days I reached out on 01/13/2021 after not receiving my items, and was told that order volume had increased, so it was taking about 9 business days and would ship soon Reached out on 01/29/2021 becuase nothing had been shipped yet, asking for a refund of my payment and to cancel order Got a response from the support team on 01/29/2021 saying they would go ahead and refund my order I never received a refund, but instead, received 2 of my 4 items on 03/02/2021. After multiple calls and attempts, have gotten no response and no refund.Business response
01/10/2022
I apologize you did not receive your entire order. I show we received a follow up email from you on 1/6/21 checking on the refund. IPC responded asking for the order number in order to help with the situation. Unfortunately IPC did not get a response. A refund has been issued and can take 7-14 business days to be applied to the original form of payment.Initial Complaint
10/15/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a planner from this company and never received it nor did I receive a refundBusiness response
10/20/2021
I apologize you did not received your order. Upon review a refund was issued for $64.00 in April. The refund would apply to the original form of payment. Again, I am sorry you did not receive your order.Initial Complaint
09/02/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered two notepads from Ivory Paper on January 11, 2021 and have still not received them. My total amount they charged me was $31.27. I sent a follow-up email on March 9, 2021 wondering when my products would be shipped. I received an email on April 11, 2021 saying they had shipped my order and gave me a tracking number. The tracking number takes me to an invalid page.Business response
09/03/2021
We are sorry you did not receive your order, upon review it appears there was an issue with the shipping/processing. We have issued a refund for $31.27 towards the original form of payment. The refund can take 7-14 business days to appear.Initial Complaint
08/22/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a personalized planner from Ivory Paper Co on March 10th, 2021. The delivery date said it would be shipped within **** days. I emailed the customer support for the ********************** at the end of March, again a couple more times and still have yet to receive my planner or a response- its now almost September and theyre advertising 2022 planners, when they cant even deliver 2021!!Business response
08/25/2021
I am sorry you have not received your planner. I have reviewed your order and show there was an issue with the processing of your order. Ivory Paper Co has sent two correspondence via email asking how you would like to handle the delay. We were awaiting a response to determine how to proceed. I have included the emails below.
At this time I have cancelled your order and a refund will be processed within **** business days towards the original form of payment.
Email 4/23/21
Hi ****
I will be more than happy to help! Do you have your 5 digit order number?
Thank you!Email 8/22/21
Hello!
I am reaching out today in reference to your inquiry via Instagram. I reviewed previous communication and show we sent an email in April as well. I apologize if you did not receive the original email referencing your order.
Your order failed to process correctly causing a shipping delay. I am working directly with our production manager to ensure your order is handled. We would like to fulfill your order, however we understand the inconvenience the delay may have caused.
At this time we are providing you the option to cancel the order for a full refund or continue with the creation of your planner. If you choose to continue with the order, I will have it expedited and shipped out right away. Also, for moving forward with your order we will be providing you a store credit for the value of your planner towards a future purchase.
Please let me know how you would like to proceed.
We appreciate your order and look forward to hearing from you.
- IPC **************** TeamInitial Complaint
08/21/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On January 19th, 2021, I ordered a desk planner from Ivory Paper Co. on Feb 17th, I requested an update regarding my order and recd a response on Feb 25th stating that there were updated shipping timelines and orders that come in between Jan 16th and Feb 15th would start shipping on Feb 25th. On Apr 11th, I recd an email stating that my order was on its way with a tracking number. On May 11th, I sent another email to customer service requesting a refund because I still hadnt recd my order. I was told there was an issue with shipping and the representative would get with the production team to take care of the problem. It is now Aug 21st and I have not received my order. I have requested a refund twice now.Business response
08/25/2021
I am sorry you did not receive your deskpad. I show a refund has been issued in the amount of $33.11 towards the original form of payment.Initial Complaint
08/04/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I bought a day planner from ivory paper co back in January and still have not received the product. I’ve reached out numerous times and they refuse to refund my money. This company is openly taking money from people and not providing the product. They should be held accountable for what their doing. They’re stealing and it’s wrongBusiness response
08/05/2021
I am sorry to hear you did not receive your planner. A refund has been issued towards the original form of payment and can take 7-14 business days to process.Customer response
08/06/2021
I accept the business's response to resolve this complaint.
Initial Complaint
07/20/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On January 9, 2021 I ordered journals and stationary that totaled $251.85 from Ivory Paper Company. The order said it would arrive in 7-10 days, and I still have received nothing from this company. I sent my first follow up on January 21 via email to customer service. Since then I have sent numerous follow up emails to customer service in which I have received a variety of different excuses back, and timeframes in which I will receive my product: February 1, February 24, April 8, May 7. I would like a full refund for my order as soon as possible. I suspect that there are others out there in a similar situation based on some social media posts I have seen. Any assistance you can provide is appreciated. Thank youBusiness response
07/21/2021
We are terribly sorry this occurred. I reviewed your order and show it has been shipped. Your tracking number is **************************Customer response
07/22/2021
This is not true, this tracking number is not valid and the items were never shipped.
Business response
07/23/2021
I reviewed the tracking via the USPS site and show the order was delivered.
Tracking Number: **************************
Your item was delivered at the front door or porch at 12:00 pm on July 22, 2021 in *******, IL *****.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
28 total complaints in the last 3 years.
6 complaints closed in the last 12 months.