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Ivory Paper

PO Box 30387, Gahanna, Ohio, United States, 43230-0387

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Ivory Paper Reviews (%countItem)

I ordered my planner on jan 10th. 10 business days processing time and 1-3 for mailing meant it would arrive the last week of February which was perfectly planned as I made it to begin in February for a rolling 12 months. I recieved an email the last week of January stating processing times were delayed but no new timeframe I could expect. When I reached out to ask if it would arrive by February I was told that they place their processing times in 5 diff places online. As a consumer, I was aware of the times and was only asking bc of their communication of a delay. Additional emailed ensued as I wanted to know when I could expect the product I paid for. As a single mother, going through a divorce, this additional follow up was extremely inconvenient and I could never get an answer on when I would finally recieve product! I was even told once that the coronavirus was part of the issue. Once we were well into the month of February, making an entire month of pages in my planner a waste, I asked for a 50% refund. They completely ignored my request and told me I'd get a shipping update when my product was ready to ship. I asked again and they sent me their NO REFUNDS policy. Now this is a policy I am aware of HOWEVER if you send me a planner an entire month late, I'd certainly consider that a defect as it has a month of pages I cannot use! They didnt even offer to add March 2021 pages to gove me a full year WHICH IS WHAT I PAID FOR. My request again was completely dismissed and not responded to. All o want as a busy, single working mom of 2, is that I get what I pay for. I just recieved my shipping update yesterday, MORE THAN A MONTH LATE.

Ivory Paper Response • Mar 10, 2020

I completely understand your frustration and apologize for your negative experience with Ivory Paper Co. I have gone ahead and reviewed your order and see that is was delivered but since it did not have the start and end dates you were looking for, I have gone ahead and created $75 in store credit for you to use towards your next purchase! Just use the code *** towards the next purchase for the inconvenience. Again please know that we are sorry and are working to quickly correct our processes! Thanks!

My mother-in-law bought me a planner from this company on January 15th and we have yet to receive any information about the planner. We have tried calling , emailing them, and messaging them on social media asking for a refund and we get no response. They promise 9 day shipping and it’s been well over that. We feel as though Ivory Paper Co is stealing from us since we have nothing to show for our money. We have researched and unfortunately found that others are dealing with this ridiculous customer service and awful company.

Ivory Paper Response • Mar 31, 2020

Hello ***,

I apologize. I must have typed in the wrong order number. Your order number 12*** has a tracking number of 9205590241675500008914*** which shows as delivered on March 11th to Colorado. Kindly see attached screen shot!

Thanks!

I ordered my planner on January 5, still haven’t received it. They sent one email stating there was a delay but it would arrive soon. Funny enough they acted as though they were giving me a deal by starting my planner one month later, but it was essentially the same thing I paid for.

I emailed customer service inquiring about my order. 2 weeks later I received a reply stating it would be shipped out that week. It has now been over a week and I still haven’t received shipping information or a further reply from the owner.

Ivory Paper Response • Feb 22, 2020

Hello,

As stated on our site processing times are our best guest on when orders will ship but they can change depending on the time of the year and unpredicted spikes in sales. It further explains thats "delays in processing are not causes for cancelations.". After looking into your order I have realized it is already shipped and out for delivery on Monday via USPS. Your tracking number is - ***. We consider this matter closed!

Thanks!

We placed an order for a planner January 4, 2020. After contacting the business customer service email multiple times, we received statements that were completely false such as:
"We guarantee it will be delivered by February 1st so you won’t have any wasted pages in your planner."
As of February 19th, we were finally provided a tracking number for the product we purchased. However, I requested a refund 2 separate times prior to any tracking information being provided. The company never acknowledged my request for a refund.
We have now purchased a product we no longer want and have purchased a replacement for.

Ivory Paper Response • Feb 22, 2020

Hello,

As stated on our site, processing times our the best guess we have on when you planner will ship however that can vary depending on the season or unpredicted spikes in sales. All delays are communicated to the customers and delays in shipping are not cause for cancelation of orders. After looking further into you order it looks like it did ship with USPS and your tracking number is ***. Therefore, we consider this matter closed!

Thanks!

Ivory Paper Response • Feb 26, 2020

we totally understand your frustration. We have given you your full purchase amount in store credit to use towards a new March start planner or your next purchase! All you have to do is use the code "***" at checkout to access your store credit!

Hope this helps! Thanks!

Customer Response • Feb 26, 2020

I reviewed the response made by the business in reference to complaint ID, and find the resolution is satisfactory to me. Thank you for your timely responses.

Regards

Placed an order on January 5th, 2020 when they stated they had a 7 business day turn around. I received confirmation that my order has been placed, and that was it. On January 17th, 2020 the company sent out a generic email just stating that they were behind in processing time. Since then I have Emailed the company twice regarding my order, have reached out to them on Instagram, and commented on their FB page. They have not responded to anything I have sent them. They did delete my comments and took away my right to comment on their posts. It has been over 30 business days since I placed my order, I still do not have what I ordered and can’t even get an answer from the company.

Ivory Paper Response • Feb 22, 2020

Thank you for your message. We are so sorry to hear about your frustrations. As stated on our Shipping & Returns page, processing times our the best guess we can offer for when your planner will be ready to ship, however this can vary depending on the season or unpredicted spikes in sales. It also further explains that delays in processing will always be communicated to the customer, which we did, and delays are not cause for order cancelations.

After further review of your order it has shipped via USPS and you're tracking number is ***. Your order will arrive to you on Monday. We consider this matter to be closed. However, if you have any further questions or concerns feel free to reach out to our customer support team at [email protected]

Thanks!

Customer Response • Mar 02, 2020

Revdex.com called consumer using an automated phone system. Consumer sent a text with the number 1 indicating that they accepted business response and complaint could be closed resolved - see below for details:

1***1:28 AM
1

I ordered a planner in December and still have not received it. I asked customer service for a refund and they said it was nonrefundable. They were also terrible to deal with.

Ivory Paper Response • Feb 22, 2020

Hello ***,

We are so sorry to hear about your frustrations with Ivory Paper Co. As stated on our site, processing times our the best guess we can offer for when your planner will ship, however these times can vary if there is an unforeseen spike in sales. As also mentioned on the shipping and returns page, which I have linked below for you, delays in processing will always be communicated and are not cause for cancelation.

After review your correspondence with our customer support team, it appears you were notified of the processing delays and in fact your planner has already shipped to you via USPS. Your tracking number is *** We hope you love your planner when it arrives!

Shipping & Returns - https://www.ivorypaperco.com/shipping-returns

I ordered a planner from ivory paper co on January 4, 2020. It is now February 18, 2020 and I have yet to receive any shipping information regarding my order. After the processing period of 7-9 business days listed on their website, I received an email from them claiming that there were some setbacks leading to a delay in processing. Since then, I have emailed them 3 different times (with several business days in between) inquiring about a timeline on when to expect my planner to be shipped. I received a response to the first email that said that they started shipping out January orders the week prior. A couple weeks went by and I hadn't heard anything so I sent another email. No response. I sent a follow-up email. Again, no response.

Ivory Paper Response • Feb 22, 2020

I am so sorry to hear about your frustrations with Ivory Paper Co. I looked into your order and it appears to have already shipped via USPS. Your tracking number is *** and it should arrive to you on Monday.

Hope you love your planner when it arrives! Thanks!

Customer Response • Mar 02, 2020

I reviewed the response made by the business in reference to complaint ID, and find the resolution is satisfactory to me.

Regards

I ordered a planner with this company on January 5, 2020. I paid $61.95 for the planner online using my credit card. During the checkout process, it explained that it would take 7-9 days to create the planner and then it would take 1-3 business days to ship. I figured I would have my planner by the end of the month. On January 17th, I received a mass email titled "Update on processing times!" This email explained that due to unforeseen issues within their production system, their standard processing time of seven to nine business days has been delayed. This email did not give any specifics about when the planners were expected to ship. On January 21st, I sent their business an email looking for an update on the date that I could receive my planner. They responded and said that my order would be shipped by the end of the month so I am able to have it for optimum use in February. On February 1st, I sent them another email saying I had not received an email saying my planner had shipped yet, and that I would like an update. They responded on February 3rd and said they started shipping January orders out that past week + that I would get an email once mine had personally been shipped (no specifics). On February 11th, I still hadn't received an email so I reached out via email to them again and asked for a refund and to cancel my order because I have now wasted a month of my planner that I paid for (it's not a full standard 1 year planner). They responded that day and said my order would be shipping this week. Ignoring my email saying I wanted a refund. I responded and told them I was frustrated they ignored my message about getting a refund and they told me they don't do refunds. So I responded and asked if they could discount my order due to such late arrival and processing. They responded and said she would reach out to her boss. I haven't heard anything since February 11th, so I emailed yesterday on February 17th saying I was extremely frustrated that no one has responded to me, I was concerned they were not a legitimate business and that I wanted answers. It is February 18th and I still have not received an email saying my planner has shipped.

Ivory Paper Response • Feb 22, 2020

Thank you for your message. We are so sorry to hear about your issues and frustrations with Ivory Paper Co. As stated on our site, our processing times our the best guess we can offer on when your planner will ship. However the actual processing times can vary depending on the season or a spike in sales. Also, as noted on our Shipping and Returns page (linked below), all delays are communicated to the customers and are not cause for order cancelations.

After reviewing your correspondence and order, it appears you were notified of the delays and your planner has already been shipped to you via USPS. Your tracking number is *** and it is scheduled for delivery on Monday. We consider this matter to be closed and hope you enjoy your planner once it arrives. Thanks!

Shipping and Returns Page -

Customer Response • Mar 03, 2020

I reviewed the response made by the business in reference to complaint ID, and find the resolution is satisfactory to me.

Regards

I ordered a planner from Ivory Paper Co on 1/3/20. According to their website, “Shipping typically takes 2-3 days after a processing time of roughly 14 days.” After contacting them via email on 1/24, I was given a guarantee that it would be delivered before 2/1. I never received a shipping email or any planner. I contacted them again on 2/2 and they said it would ship “soon.” It’s now the 14th, 5 weeks after I placed my order, and I don’t have a shipping email, package, or any useful information from their customer service team.

Ivory Paper Response • Feb 19, 2020

Hello Friend, Thank you for your message! After looking further into your case it appears that you have already been refunded! Thanks!

Customer Response • Feb 19, 2020

I reviewed the response made by the business in reference to complaint ID, and find the resolution is satisfactory to me.

Regards

I ordered a planner from Ivory Paper Co on January 3, 2020. My order totaled $71.95. I was told that there was a delay in production but they "guaranteed" it would be delivered by February 1st. I have been contacting this business every day since January 31st, because I never received the planner. They will not return my emails, social media correspondence, or my phone calls. They are deleting my bad reviews but not communicating in any form about the status of my order or a refund. I have contacted the business at least 10 times and the owner directly 5 times. I am watching them comment and post on social media and respond to other people's messages but not mine. They have stolen my money.

Ivory Paper Response • Feb 22, 2020

Hello ***r,

After reviewing your concerns it appears that your order has already been canceled and refunded. We consider this matter to be closed. Thanks!

I placed an order with this company on 1.5.2020. Due to delayed shipping, my order was supposed to be upgraded and shipped by 1.30.2020 and received by 2.1.2020 (guaranteed by customer support email.) It is now 2.6.2020 and I STILL have not received my order. I have emailed and called the company several times with no response as to the status of my order. The company does not issue refunds, however I feel a refund is necessary for a product that has NOT been received. I would either like my order immediately or a refund for the FULL amount.

Ivory Paper Response • Feb 22, 2020

Upon review of your order and correspondence it appears your order has already been canceled and refund. We consider this matter to be closed. If you have any further questions or concerns please feel free to reach out to our customer support team at [email protected]

Thanks

I ordered a planner, notebook and stickers from this company. After promising a 9-12 day delivery, it took 32 days to receive it and only came after multiple emails from me to them. Once I received it, the customization that I paid extra for was spelled wrong even even though it was correct and highlighted on the order. The paper pages are jagged and the cover is bubbled. It’s very poor quality. I have called, emailed, posted on Instagram tagging them and posted on Facebook (which they deleted twice) looking for help with this problem. They have not responded. I would like a refund.

Ivory Paper Response • Feb 05, 2020

We are so sorry your planner arrived damaged and we will happily fix this for you. Our customer service team takes roughly 3 business days to respond to all messages. If you have emailed us at [email protected] a member of our team will be in touch shortly to get you a new planner ASAP. Thanks!

Ivory Paper Response • Feb 12, 2020

Hello ***,

As stated on our site and in our voicemail we do not handle customer through social media or phone calls. We have a small customer support team that handles all inquiries via email to [email protected]

While we understand you are upset, we have to remain inline with our policies clearly listed in our Shipping&Returns page on our website our of fairness to all customers! As always, our customer support team is always there to assist you further or to elaborate on any additional order specific issues! Thanks!

Customer Response • Feb 12, 2020

Complaint: ***

I am rejecting this response because: I have emailed several times. I have only received one response and I still have zero resolution. This company is ridiculously bad at handling customer issues, and this is their fault. My product is damaged and incorrect. I started with email, several of them. I only turned to social media and phone calls when I received no responses. This is incredibly frustrating. I would like a refund.

Regards

Purchased planner on 12/29/20 and they have not sent. Sent bogus tracking information. Refuses to refund money. Opened a dispute on my credit card to hopefully get my money back. This company is excepting orders and not sending out items.

Ivory Paper Response • Feb 07, 2020

You were notified of any delays with your order. We ship out every order that we receive and customers, like yourself, are always notified of delays. As stated on our website, we do not handle any customer service through our social media. As a result, any customer service related comments on our accounts will be removed at the discretion of our social media team. Thanks.

Customer Response • Feb 07, 2020

Complaint: ***I am rejecting this response because: A blanket mass email regarding delays does not cover the fact that you still have not sent the planner. The tracking provided was fraudulent and not a legitimate USPS tracking number. You are not responding to emails with specific information- you are only sending mass emails due to the large number of unsatisfied costumers that accepted payment from yet did not provide the product.
Regards

Ivory Paper Response • Feb 22, 2020

Hello,

Thank you for your message! As you mentioned, you filed a dispute with your credit card company which we did not fight. Your order has already been canceled and refunded. We consider this matter to be closed. Thanks!

On January 02, 2020, I placed an order with his company for a $60 planner. I was told that it would 7-9 business days in processing time before shipping, and then would ship and arrive within 1-3 business days. I emailed on January 16, 2020 (the 10th business day since purchase). I explained that it had already been 10 business days and I still received no email about shipping. I then received a response saying that shipping is actually 3-5 business days (when I have an email saying 1-3). They then told me that because of the holiday "shipping times had been delayed). But I was never informed of this on their website upon purchase. I was told they would go ahead and cancel my order if that was what I wanted to do and I told them yes because I was tired of the runaround they were giving me (this was January 16, 2020). On January 17th, the company sent an email TO ALL CONSUMERS that they were behind in processing (after I had complained for the 3rd or 2nd time. I was then told the item would ship out no later than Monday, January 20, 2020. On Tuesday, January 21, 2020, I STILL had not received a shipment confirmation and emailed them again. I was told to re-read the email sent out the day BEFORE they sent out the company-wide email and that it would ship soon. I told them to go ahead and cancel my order and I no longer wanted the planner. I was told I could refund it but the email I received today (January 22, 2020) said they would not get me a refund, I was told "NO refund will be issued. We are now sticking to our policy which has been up on our site for at least the past 4 weeks. And that the planner would SHIP BY THE END OF THE MONTH" I have all kept all emails and communication with this company, including their poor professionalism and refusal to return my money after I was told I was allowed to cancel the order and receive a refund.

Thank you for your assistance in this matter

Ivory Paper Response • Jan 23, 2020

Hello,

As communicated to you by our customer service team we are incredibly sorry for the delay but since each planner is made to order by hand, we do not offer refunds. Your planner is already in production and can not be stopped. All processing times are estimates and why we use the term "roughly" because they are our best guess but that can vary if an unforeseen spike in sales incurs. We have made reasonable accommodations by moving your planner to a February start date so you do not have any wasted or unused pages when it arrives. It should arrive before the end of the month, but our customer service can not guarantee dates.

I have attached screen shots of our policy that has been "no refunds" since our launch in 2018. Thanks.

Thanks!

Customer Response • Jan 23, 2020

Complaint: ***I am rejecting this response because: I have a screenshot from the company saying that they would provide me with a refund under these circumstances. SPECIALLY EMAILED TO ME

Regards

Ivory Paper Response • Jan 27, 2020

You were notified of the further delays after initially choosing not to cancel your order. You planner is already processed. We consider this matter to be closed but will share your feedback with the team. Thanks!

Customer Response • Jan 27, 2020

Complaint: ***I am rejecting this response because: It has been 17 business days since the order was placed and the planner has still not shipped. I was not informed of a delay THIS LONG. Clearly the planner is not 90% in process or it would've shipped by now. I will not consider this case closed.

Regards

Company has seven day turnaround time, it’s been three weeks now with no order. I was given a fake tracking number that has not updated. The company claims to have refund me but there has been no refunds into my account.

Ivory Paper Response • Jan 22, 2020

We have refunded you days ago. We have attached images from our site system and from our payment system. If your money is not in your account then you need to talk to your bank. Thanks.

Customer Response • Jan 22, 2020

Complaint: ***
First of all, I had to submit this over a week ago. So yes, while I have my refund NOW, I did not have it when I submitted this. You guys need some serious customer training. You are very unprofessional and rude.

Regards

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Address: PO Box 30387, Gahanna, Ohio, United States, 43230-0387

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