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I returned an order to them after it took almost a month to get to me but only a week to get back to them returned to sender ??? When they credited my pay pal they took off the shipping. So I am out 10.00 and a sour taste left in my mouth from them. But like I said to them in my complaint about this I am sure that one crabby customer won't hurt their business. I just won't give them mine anymore.
I have found Papertrey to be one of the companies that ship extremely quickly, so my guess is that you had an unusual 'glitch' with your order. I often feel they get to my home faster than I expect.......
So sorry you had a bad experience, but I love their stamps, their service, and their appreciation of their customers.....right now I am anxiously awaiting the shipment of the free anniversary set I earned by buying multiple sets throughout the year. (and yes I did say free)
Sorry you had a bad experience. Perhaps you're not aware that most companies do NOT refund shipping, and most will not credit the shipping cost it takes to return the item. A relatively small company like Paper Trey can't afford to eat the cost. And, I personally would not judge a company based on just one experience. I think everyone deserves a second chance!
I do not know what the issue was that you had as you did not say. But most companies do not refund shipping. I work for a worldwide known company and we only refund shipping if the product was defective. Every other return the customer has to pay for it.
You are doing nothing wrong by venting about this.
I'm sorry you weren't pleased with your order. Out of curiosity, I went to PTI's customer service page, and it lists that if a return brings the order total under the free shipping amount, the original shipping charges will be added and the remaining balance credited to your account. This is in addition to the customer paying return shipping.
I am always very careful about first orders from an unfamiliar company, knowing that shipping on any return will be high. If I'm not familiar with the company's products, I search the site to find exact return procedures, and sometimes end up not ordering at all.
Again, I'm sorry you were not pleased. I've ordered several times and have been very happy.
I've always had great service from PTI even the one time when I had a very small issue with one of my sets. I'm sorry you weren't happy with their policy but I can understand why they wouldn't refund the shipping. It's really no different than buying something at a store and having to return it. They don't refund the cost of your gas to drive the item back to the store.
Sorry you had a bad experience! Papertrey has always been wonderfully fast mailing to me here in Japan! I get my stuff in almost a week flat! Maybe it wasn't Papertrey Ink who was slow, could have been the postal service...Anyways, sorry you had bad luck with them:(
PTI has always been wonderful. I've always gotten my orders in 4 or 5 days and Nichole is probably the most attentive person to customer service that I've seen in the stamping industry.
If you look at the OP's location, she's in Canada.
So she would never have gotten 4-5 days shipping. It's usual I think to take 2 weeks to ship to Canada from the States, but 4 weeks is excessive. Wonder if it was held up in customs?
If you look at the OP's location, she's in Canada.
So she would never have gotten 4-5 days shipping. It's usual I think to take 2 weeks to ship to Canada from the States, but 4 weeks is excessive. Wonder if it was held up in customs?
I wondered the same thing. PTI has always had outstanding customer service for me and the quality is top-notch. I'm gonna keep buying from them till I go broke.
To the OP, I'm so sorry you had such a rough experience. (((Hugs)))
Location: Where the water meets the sand in So Cali
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I think when shipping from one country to another, you can't always expect that it'll be perfect. Yes, sometimes it's really fast, but with customs being an issue in Canada, you can't blame PTI for it taking over a month to get to you. Is that the reason you returned it? Because it took too long, in your opinion, to get there? If that was the reason, I can TOTALLY understand why they charged you the shipping costs. Not their fault when shipping to another country. They can only ship the item from their location fast. The customs and postal service in the receiving country is the problem at that point.
I live on Vancouver island too. It usually takes 2 weeks to arrive if it doesn't get held by customs. 4 weeks is very rare. It is totally possible that customs caused the delay (and even then it is usually between 2-3 weeks)and that isn't PTI's fault. They don't have any control of customs!
As an additional note, on any orders I've made in the US (various different companies) that have tracking, the packages usually travel super quick to the border and it is customs and Canada Post that slow things right down!
Am I missing something? Are you saying that the only reason why you returned it was because it took a little while to receive? If that's the case, then I don't blame them for charging you the shipping fee. And yes, shipping to Canada does sometimes take awhile. I have sent packages to Canada and some got there within a week, while a couple of others took up to 4 weeks (due to customs).
PTI has always been wonderful. I've always gotten my orders in 4 or 5 days and Nichole is probably the most attentive person to customer service that I've seen in the stamping industry.
I have heard many people complain about Canadian customs and the mail system. My guess is the delay was customs. I think this is one of the reasons that Paper Trey has changed the mailing to Priority insured, so that they can track the package.
I'm so sorry that you've had a negative experience. Sometimes, I have had to wait a little for orders and I'm in the States so I'm used to quick shipping. My last order was placed late Friday night (Easter Weekend) and I got shipping notice on Easter Sunday and just received it today (Wednesday). Pretty good for a late (after hours) Friday night order on a holiday weekend.
__________________ Kathy
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Quote:
Originally Posted by cobrielle
If you look at the OP's location, she's in Canada.
So she would never have gotten 4-5 days shipping. It's usual I think to take 2 weeks to ship to Canada from the States, but 4 weeks is excessive. Wonder if it was held up in customs?
I live in Canada, and it always takes 2 weeks to get my orders. I have no problem with that though as I love their products!
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Quote:
Originally Posted by Debra Cherney
I have heard many people complain about Canadian customs and the mail system. My guess is the delay was customs. I think this is one of the reasons that Paper Trey has changed the mailing to Priority insured, so that they can track the package.
One thing that I don't like though, is that I have to always pay around $10 duties. I don't have a problem paying duties, but it is usually only on Papertrey.
As a Canadian, I find them unusually fast. I sent in my order on March 14th and received it March 26th. Anything under 2 weeks is amazing to me. Impression Obsessions shipped in under 2 weeks as well! (uh...I've been doing a bit of shopping....don't tell DH)
I'd give them another chance. Things can go crazy at the border! I've waited for other companies up to 6-8 weeks!!
As Post #4 says.....No company will refund the shipping charge for a returned item unless the item was defective. That's standard with any company, so what's the complaint?
I returned an order to them after it took almost a month to get to me but only a week to get back to them returned to sender ??? When they credited my pay pal they took off the shipping. So I am out 10.00 and a sour taste left in my mouth from them. But like I said to them in my complaint about this I am sure that one crabby customer won't hurt their business. I just won't give them mine anymore.
Lorri
She didnt say why she sent the order back. She said it took 4 weeks to get to her, but she didnt say that was the reason for sending it back.
I had a problem with a defective nestability and when I emailed them to let them know about this it took a month for them to get back to me with an answer and that was only because I sent them a second email. I would have to say I did not have a good customer experience in this case. I have ordered from them several times, but in this case I expected better service and did not get it or I might add an apology. It did leave me with a bad taste for their service, but I do like their products so I'm sure I will be continuing doing business with them.
I returned an order to them after it took almost a month to get to me but only a week to get back to them returned to sender ??? When they credited my pay pal they took off the shipping. So I am out 10.00 and a sour taste left in my mouth from them. But like I said to them in my complaint about this I am sure that one crabby customer won't hurt their business. I just won't give them mine anymore.
Lorri
I'm a little unsure why you sent it back - was it because it arrived late? I can understand being a little irked if it took a month before it left their warehouse, but if they shipped within a reasonable amount of time, there's not much they can do once the package is (literally) out of their hands.
I just placed my first order with them on March 17 and it arrived today! Wheeeeeeeeeeee! I'm just about to open it. (Yeah, I might have a little more self-control than some of you...heh.)
I'm in Montreal, Canada. I can't complain about the time it took to arrive, that's for sure!
And just FYI for the Canadians. My order total was around $200.00 I got dinged by customs for a total of $30.95.
$10.08 GST
$15.87 PST and...
$5.00 Handling fee (from Canada Post, I think...grrrrr)
No actual duties levied as craft supplies are exempt from duty.
I may be the only one not pleased with Paper Trey
