Thursday, November 7, 2013

Papertrey Ink - a company with wonderful products and the WORST customer service on planet earth

PAPERTREY CUSTOMERS (OR POTENTIAL CUSTOMERS) BEWARE: 

I have been a customer of Papertrey Ink for a very long time, almost since they started as a company. They have wonderful products: extremely innovative and beautiful designs, as well as top notch designers to feature their products. But sadly, their customer service is not even remotely on par with their products. In the seven years that I've been a customer, I've had a couple customer service issues. When you don't have any problem with them, everything is fine. But God forbid you have an issue. Julie Heskamp (a co-owner of the company) maintains the mindset that the customer is always wrong.

This most recent example is the last straw for me. I ordered a steel impression plate from them, but then realized that I already had it. I contacted customer service about my mistake and was told that I could return the item and get a credit for it. So after I received it, I put the brand new, still-packaged item back in the mail (at my expense, of course; after all, it was my mistake). I got an email a few days later from Julie (customer service person and co-owner) telling me that she would not credit me for the plate because it was "used". Despite the fact that I told her over & over that I had never used it (I only had it a couple of days before I sent it back); and why would I use it when I already have the same one?...she absolutely refused to budge.

The only "customer service" option that was provided to me was that they could send the plate back to me...AT MY EXPENSE. Yes, I would have to send them a pre-paid envelope with $2.07 postage on it. This is the treatment I get from them after spending thousands of dollars with them over many years and riding out some times when the company was an absolute mess..trying to get a new website up and running with TONS of problems; having many shipping and other customer service issues. I stayed a customer through all of that, even though it was quite annoying.

And now, after all my years and tons of money spent at Papertrey, the owner tells me that she'd rather refuse my request for a credit for the BRAND NEW item that I sent back than keep me as a customer. I'm not even worth the $2.07 to her, the cost of sending the item that I already paid for back to me. She even refuses to acknowledge that perhaps the "damage" that she's speaking of occurred in the mail on the way back to the company...because if this were the case - instead of me just being a lying weasel-y customer who is trying to return something that is beat up - then she would have to acknowledge that she is just stingy & tight-fisted and doesn't want to provide the kind of generous, positive customer service that a good company should (i.e. providing me store credit for the item out of courtesy, acknowledging that I sent the item back in good faith). If it were damaged in the mail, then she wouldn't be able to fall back on her all-powerful "policy" that states that they "don't accept returns on used items". I did not send back a used and damaged item, but she refuses to give a good customer the benefit of the doubt.

If you're thinking of shopping at Papertrey, think twice. Julie (the owner) cares more about her "rules & policies" than she cares about her long-time, loyal customers. She basically accused me of lying, insisting that the product I sent back was visibly used, something which is very hard to do; even when you do use the product, it doesn't show signs of wear easily because it is a steel plate. I'm absolutely appalled at the way I was treated by the owner herself, and am deeply saddened to have to cease to be their customer, even though I like their products very much. I recommend that anyone stay away from this company who does not value their customers and will more than likely NOT provide good customer service if doing so would cost them even a tiny little bit. Think about this: over a $16 item, she doesn't care about losing a customer who has spent thousands of dollars with them. Is this the kind of business that you want to give your hard-earned money to? I think not.

Oh, and here's the way she responded to me after many emails back and forth, where she kept insisting the plate was used and I kept repeating that there was no way that I could have used it:

"Rachel,
While I understand how you must feel (you want to return your plate and are frustrated that we won't take it back), I know a used plate when I see one. All impression plates warp and bend when they are put through the die cut machine, it is the nature of the plate to give under the pressure. That's one reason it makes an impression on the paper.
I am not going to argue with you, I know the plate has been used. We do not return used items, that is our policy. We can go round and round and you can tell me, and everyone else you know on planet earth, that we have the worst customer service ever. But the truth is, we don't. We are honest and we have integrity. If the plate arrived to us in sellable condition (unused), there wouldn't be an issue, but I could NEVER, nor would I ever do that to any customer, sell a plate that was used and in that bad of shape. Rachel, I know you're a great customer and I hate that we are even having this conversation, but in this day and age, I believe more than ever that rules and policies need to be followed. If you don't want to follow our policies and you want to maintain that the plate was not used, that's fine with me. We will send the plate back to you and you can sell it to someone else. As far as we are concerned, we will not take the plate back because it has been used and could never be sold as new to anyone.
Thanks, I wish you all the best in all of your future endeavors."

She is condescending, unbending and absolutely rude to someone who has patronized her company for years. Shopping with Papertrey is a gamble. You can take your chances and hope that you don't ever have an issue, because if you do, I guarantee that every little penny is more important to Julie Heskamp than the customers who are her bread & butter.  

Edited to add the entire transcript of our conversation up to the point of the above letter: 

Me:   
Hello, I placed an order last night and accidentally ordered something I already have, the Diagonal Stripes impression plate. I tried listing it for sale on the forum, but so far I'm not having any luck. Then I thought to ask customer service if there is any way that it can be removed from the order before it ships. I would be happy to just take a store credit for the amount of the impression plate if it could be removed from my order. I would appreciate it so much! Thank you.

Julie:
Hi Rachel,

Thank you for your order! I am so sorry, your order has already been shipped so we will not be able to remove that item from your order. I am truly sorry we cannot accommodate your request. If you would like to return it to us, you can send it to:

Papertrey Ink
Returns
5514 Fair Lane
Cincinnati, OH 45227

Please include a copy of your invoice for processing. If you have any additional questions or need further assistance, please do not hesitate to contact me.

Thank you so much, Rachel. I hope you have a fantastic day!!

Take care,
Julie Heskamp

Me (a few days later, after I had put the plate in the mail):
Thank you for the reply to my concern about ordering an extra item. I mailed it back yesterday, so you should have it by tomorrow (according to the USPS website). I included my invoice so you have my account to reference. If you could just give me a gift certificate for the amount of the impression plate, that would be just fine. Thank you.

Julie:
Hi Rachel,

Thank you for letting me know. I will look for the return and make sure you are refunded as soon as possible.Thanks again and have a fantastic day!!

Take care,
Julie Heskamp

Julie again, a few days later, after receiving the plate that I sent:
Hi Rachel,

I have received your Diagonal Stripes Impression Plate. Unfortunately, I will not be able to give you a credit for this item as it has been used. If you would like me to return it to you, I would be happy to do so. Please send in a self addressed stamped envelope with $2.07 worth of postage. You can send it to:

Papertrey Ink
5514 Fair Lane
Cincinnati, OH 45227

If you have any questions, please do not hesitate to contact me.

Thank you so much, Rachel. I hope you have a fantastic day!!

Take care,
Julie Heskamp

Me:
What???????!!!! There is no WAY that it has been used! I got it in the package and turned around and put it back into the package to ship back to you! Please do not do this to me, as that is absolutely NOT true that it has been used. If it is used, then it was used before you shipped it to me.

Please do right by me and give me the credit for a BRAND NEW item that I shipped back to you. I am a long standing, loyal Papertrey customer who has spent THOUSANDS of dollars with your company. Please provide me with the excellent customer service that you keep promising. I have not had too many customer service issues over the many years that I have been a customer, but the few times that I have had them, I have been less than impressed with the service I received. Now this time is shaping up to be another one of those not great experiences. Please help me out here and provide the kind of customer service that a company of your stature should be providing to its excellent customers. 

Julie:
Hi Rachel,

I respectfully ask that you not to equate excellent customer service with the fact that you may not like certain policies that our company follows. The item that was returned to us was used. I can see the marks from the die machine and the plate is bent and warped. None of the new plates we have received have ever been bent and warped upon arrival. Did you happen to return the wrong one?

Thanks, Rachel! I hope you are having a great day!!

Take care,
Julie Heskamp

Me:
Explain to me why on earth I would need to use it. I already have that same one!! Why would I choose to use the duplicate one when I already have one? No, I did not send back the "wrong one". Even if I had, the one I own has no marks from the die machine and is not bent and warped. None of my impression plates which actually HAVE been used have any "marks from the die machine" nor are they "bent and warped".

Think about it reasonably. From the time it arrived until the time I shipped it back to you was just a matter of DAYS. I shipped it back almost immediately after receiving it. How in the world could it get "bent and warped" and all kinds of marks? This is preposterous. And the fact that you are so unwilling to take the stance of treating me like a valued customer by giving me the benefit of the doubt after all the years that I've shopped with your company is simply amazing to me.

The only thing I can imagine is that somehow the postal service did something to it that would have bent it, but I don't see how it could be so warped from a couple days in the mail. AND even if that were the case, a company that actually valued its customers would still provide me with store credit for the item because I did send it back in good faith and it is not my fault what the postal service does to it. It's amazing that you are so unwilling to provide a very small amount of customer service which would make me a happy customer; you'd rather completely alienate me over a $16 item. At this point, it's not even the money that bothers me, it's your attitude and the way you have treated me when I have been such a loyal customer and spent so much money with Papertrey for so long. This is simply unbelievable. 

Then I sent another email stating that if she didn't make this right that I would file a complaint with the BBB, a dispute with PayPal to get my money back, and tell everyone I could possibly tell about the unbelievable horrible customer service I was receiving.

And that is when I received the response that I already posted above...I would be happy to forward anyone the emails themselves to prove for sure that I'm not making this up...





 

41 comments:

  1. Well since we are on the subject I E mailed them about a year ago and asked for volume discounting and if they offered it.I had $300.00 burning a hole in my pocket and loved their stamps a Gingerwoodie friend made the cutest cards with their products.I asked if I could get a 10% discount..the response was -"If you are looking for a discount perhaps you should shop the garage sales around your area.I was like Whatttttttt...So I went to My Favorite Things and spent my wad...nice people great service and FRIENDLY ordering....I would never purchase a thing from PTI.Good luck to them but if they were paying for all the PR they have had of late it would be worth a fortune...just really bad it is the kind no one wants.

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    1. Wow, that is amazing. I knew I was not the only one (by far) that this has happened to, but I continue to be amazed by how she treats her customers. It's like they WANT to alienate people who want to buy from them. So bizarre! I just cannot understand it.

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  2. Hi Rachel! I responded to your thread on SCS too, but wanted to come visit your blog as well. I am so sorry you are dealing with this with PTI. It's really beyond my understanding how a company can operate like this and stay in business. That letter is just appalling, so unprofessional and demeaning. How people can keep turning a blind eye...well, I guess we all do to a point and then it's past being tolerated. I personally haven't ever had a problem, but after reading your experience and lots of others I'm done with them. I haven't ordered in months, and really love their cardstock, but there are other good companies out there that are deserving of my money. Wplus9 is a great company and I had an issue with a die from them and no questions asked, with an apology I got a new die super quick. I design for them but I know the owner is super dedicated to customer service, even as a DT member she's extended it to me when I've ordered extra, but Inspired By Stamping has beautiful stamps and a few dies. She's still a newer company but truly loves her customers. Just wanted to extend my condolences to you and thank you for solidifying my decision to not shop with them again. Hugs to you!

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    1. Well spoken, Leah, and thank you for your kind words of solidarity & support here and on SCS. I posted a longer reply to you over there also. Thanks again, maybe if enough of us really stand together on this it will start to make a difference. To that end, I'm encouraging everyone who feels this way to email their customer service department and LET THEM KNOW! I've already told her that I will never shop with them again.

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  3. Maybe you could post the entire email exchange, instead of just the response above? It might help us better understand the situation and make an informed decision. Just a thought...

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    1. Certainly, I would be happy to do that. I'll update my post tomorrow evening. Thanks for the thought! :)

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    2. I just went ahead and did the update now. Hope that helps you make a better informed decision! :)

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  4. Hi Rachel, saw your post over on 2Ps and wanted to share my story with you. A few months ago, I'd placed an order with PTI, which included an impression plate. When I opened it, I noticed right away that there was damage to it. No doubt it happened during the mfg process as something had skipped across the face, leaving a small line of divots. It was deep enough that I felt it would show up in the paper after impressing with it.

    So, I contacted the company via email letting them know of the damage and asking what I could do. I fully expected to be issued a return authorization and an even exchange (at their cost seeing as they sent me a damaged item). What I got was an email back that stated "IF" there is damage, they would replace it and cover return shipping. I felt their reply implied that maybe there was no damage and they would be the judge of that. She told me just to put it in a regular envelope, (as in a metal plate in a thin paper envelope). I didn't have an envelope that was big enough, so I went out and purchased a small padded envelope so it would arrive safely. Fortunately, they did feel that the damage was their fault, and they were willing to replace it. But, they wouldn't comp me my full return shipping cost, stating that I could have just used a regular envelope and I paid too much in shipping. (By the way, my cost to ship back was less than $3). I commented that as a loyal customer who has spent a lot of money with them, it would have been nice to be provided with an easier way to ship back where I wasn't out any money. She wrote back to say, next time ask her for an envelope and she'd mail me one...and, she can't help it that my postal person charged me too much. It's all silly stuff, but it would have been so much nicer to receive the benefit of the doubt when I first told them of the mfg damage. And, be given an easy way to return the product where I'm not out time and money, regardless of the amount. The whole thing just left me feeling bad about PTI, due to their snarky attitude. Oh, and the kicker...it took forever to get my plate because they didn't send it back to the right address. Even though I'd printed off my original invoice and enclosed with the returning plate that showed the correct shipping address. They ended up mailing it to our billing address which is a P.O. box that I only check a few times a month. (I've never had anything shipped to that P.O. box), but that just shows the lack of attention to detail where customer service is concerned.

    I have placed a few orders since..and I did receive another die that I would consider questionable in quality. It has a divot in it as well. But, with all the hassle I experienced the first time, I wasn't willing to go through that again.

    Looking for other companies that carry stamps, paper and dies that are comparable to PTI. I'm not quite willing to leave them yet, as I still think they have really nice products and better selection than most companies. Their customer service and pompous attitudes really suck though!

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  5. Thanks for sharing, AJ. Your story is just one more that indicates how little Julie values her customers. Her attitude seems to be that the customer is "guilty (of trying to scam the company) until proven innocent." What kind of way is that to run a company? I just can't see giving them one more dime of my money, no matter how fantastic their products are. It just isn't worth it.

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  6. While I feel bad for your situation, this has been going on for years and I am guessing that you have been aware of the well documented customer service horror stories long before now. To quote something that you wrote on Splitcoast "The reason they're still in business is that there are enough other customers who either aren't aware of their practices or who are aware and just don't care (as long as it doesn't happen to them)".
    If we can assume that you knew about the previous issues, does it mean that you just didn't care until it happened to you?
    I agree, this is why Papertrey will continue to stay in business.

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    1. That is a valid question and I will admit that I had, in fact, had a pretty negative customer service experience previously and that I am guilty of remaining a customer in spite of that. It was around the time that there was a huge flood of problems that were occurring around the launch of their new website. For a time, the forum was roiling with furious customers, and I was aware of this. The reason I stayed a customer at that time was not because I just didn't care about the negative experiences that others were having, but because I gave PTI the benefit of the doubt that the majority of the problems were due to the ill-prepared launch of the website and that once the site's issues got all ironed out, the service would improve. Since then, it had been a number of years and I had had no issue requiring customer service, so I just assumed everything had gotten better. And truthfully, I had not seen any customer service complaints on the forum or anywhere else in recent times, so I had no way of knowing that it was still bad. (that's mostly because they moved all their customer service complaints to an email format where nobody else can see when you have a problem, as they immediately delete anything negative off the forums that other people would see) But what this most recent experience showed me is that the service never really did improve and the underlying issue wasn't the website launch, though that definitely exacerbated things. The underlying - and CONTINUING - issue is the owners' mentality of treating every customer like they're dishonest until they prove otherwise, and being entirely more concerned about their rules & policies and their bottom line than making their customers happy. And clearly this attitude is still maintained. Now that I know this, I can no longer in good conscience continue to support this company.

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  7. Anonymous, why would you assume that Rachel knew about any negative reviews on PTI? I visit numerous stamping sites and until now I had no idea that my experience has been similar to others with poor customer service.



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  8. If she has been a loyal customer for 7 years as she says and she spent any time at all on the forum (and I do recognize her name from the forum) she couldn't help but know about their previous customer service shortcomings.
    Also, she says so on Splitcoast.
    "She just has a really bad customer service perspective; one that says "when in doubt - or when it will cost the company money - the customer is always wrong." I've seen it over and over again for years now through the complaints of many a customer that posted on the Papertrey forum and elsewhere. They have an F rating with the BBB with multiple compaints and negative reviews."


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    1. When I said I've seen it over and over again, I meant that I had seen many many complaints all around the time of the website launch and a some time thereafter. I had not actually seen any recent complaints until this experience here led me to the BBB again and I saw some more recent complaints posted there even.

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  9. After reading your story and several others, I know I will never shop at Papertrey. I am so sorry for your experience, but thank you for sharing!

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    1. I'm very glad that by sharing my experience it will help others avoid having to deal with this same kind of treatment! :)

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  10. Their products are decent, but there are so many companies out there (on planet earth) that actually value their customers. I understand sticking to their policies, but I feel like there should be some kind of secret amount that she should just be willing to eat the cost. I've worked at companies that value their customers and they extend between $25-$50 of value to make things right with a company. I'm pretty sure the reason they do that is because it's a lot more expensive to find a new customer than it is to keep one.

    I can understand if she was an employee (and felt tied to policies she can't change for fear of losing her job), but as co-owner, Julie crafted those policies. The fact that she's clinging to them is one thing, the fact that she's rude is something else. Also the fact that she'll even consider arguing over the $2 shipping charge is sad.

    The good that comes from this is that you, myself, and many other people, will spend their money somewhere else.

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    1. Well spoken, all the way around. Thanks for commenting!

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  11. that is they spend $25-$50 to make things right for the customer.

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  12. I will say that my experience is similar- I have shopped at PTI thinking, it hasn't happened to me. But time after time, I hear stories like this.....I can't support a company that doesn't stand behind its products and makes the customer feel like crap. PTI is OFF my list!!!

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    1. Thanks, Michelle! That's great that you're willing to do that!

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  13. I am sorry that you have experienced such horrific customer service. I have had my own issues with PTI - they never shipped an order and denied they even received the order (despite accepting the PayPal credit for the order). PayPal had to intercede after PTI stated in 2 separate email that I had never placed an order and that I was attempting to defraud them. After finally getting the credit back for the order, PTI sent a note to the credit monitoring agencies that I attempted to defraud them, causing a significant impact on my credit score.
    Will I ever shop with PTI again - nope. Will I tell all my crafty friends about my experience - yup. Eventually, PTI will drive away a sufficient mass of customers.

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    1. Wow, no matter how many stories like these I hear, I never cease to be amazed by how the owner treats her customers like criminals. It burns me that a company's ownership so clearly has so little regard for its customers and still their business seems to thrive (though we can't really know what's happening behind the scenes...maybe they are feeling the pinch of losing customers left & right). As you said, if she keeps this up, eventually enough people will have heard about it or experience it themselves that Papertrey will either go out of business or have to get someone new to head up their customer service, someone who understands how to treat their valued customers.

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  14. Thank you so much for sharing this. I used to buy pti but I stopped many years ago and haven't bought anything (just couldn't afford them). I was going to finally buy some this year, but oh my goodness, no thanks! I know other companies that have amazing products and excellent customer service. Also local stamp stores around my area. For me, no matter how amazing your product is but you lack customer service, you don't deserve my support.

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  15. Absolutely, 100% I agree with you! Papertrey does indeed have lovely products, but with customer service as terrible as the OWNER herself provides (it's not just some lackey employee that they can fire because of their negative treatment of customers), it is not a company that I can continue to patronize in good conscience. I'd much rather that my dollars go to support those companies whose service shows that they actually value their customers' business. And there are many out there! I'm glad that my blog post was helpful for you! Thanks again for your comment.

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  18. Even though they have lovely products and great cardstock, I stopped being a customer a long time ago (year 1 or 2 if the start of their business) when I received a pkg. of 12x12 designer paper that was totally "scrunched" due to insufficient packaging and unusable for scrapbooking. When I told them how it arrived, they replaced it, but with a note that in the future they would not do so. There are too many companies out there to deal with a company that won't honor their mistake and acts like it's yours. It's too bad, but sometimes people are their own worst enemy!

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  19. I recently had an issue with shipping to wrong address and the shipment bounce back. So I email customer service I got a pretty quick response from Julie and she actually replied to all my email in a really responsive manner. And finally she re-ship my package to the new address I specify and charges me $7. I think it's reasonable i guess it's almost at-cost. I have no complain in my case.

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  20. Wish I had seen this post prior to my PTI purchase. I have gotten my first and probably last order from them recently. The "in the Meadow" die does not line sup with the stamped image and I am getting NO WHERE with Customer Service. Apparently it is "designed" not to fit the image and I am just an amateur stamper of only 25+ years working with stamps. Sigh !
    Needless to say I am not happy. Thanks for sharing and hopefully others will be weary of placing an order with PaperTrey Ink.

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    1. The bottom line is that shopping with them is a big risk. As long as you don't have any customer service issues, it's fine...they have really truly amazingly fabulous products & designers. But God forbid you do need to contact them with a issue. It is at least a 50/50 chance (if not worse than that) that your request will not be honored simply because you are a customer. No, you will likely get an argument and an excuse as to why your request will be denied. This is very typical of their customer service. Contrast this with My Favorite Things, for example, who, when I contacted them regarding what seemed to me to be a discrepancy in the color of one of their cardstocks, they just went ahead and sent me a whole new package, at their expense. No argument, no telling me how I'm wrong or that I'm lying. Just positive customer service with a smile. It's really too bad that PTI can't figure out how to treat their customers that way. And yet, they're still thriving as a company, which says a lot about the fantastic quality of their products. I guess they just feel that good customer service isn't really necessary since they can do well without it. It's really a shame.

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  21. I did a google search to see if others were experiencing the same rude & unprofessional manner in which I too have been treated, & found this site. It is beyond me how a company would project such a terrible attitude with loyal customers.
    I have had many issues with the company only to get less than complimentary email responses.

    I recently placed an order & their site added 2 of one item which got by me when I place the order. I notified them of the site issue, returned the duplicate item, then they only refunded a very small fraction of the item back to me. I agree that the attitude is that the customer is the one who is wrong. Any time I ask a quick question (which is very rare), I ALWAYS get a response email with an attitude. It really is quite shocking. Most companies go above & beyond to please their customers. Something is really really wrong about this. I feel so relieved reading this post know that it wasn't just me!
    Many Thanks!

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    1. Yes, I'm afraid that you are far from the only one. I just got an email from ANOTHER customer who was treated with unbelievable rudeness & condescension. It is amazing to me how she can justify treating customers this way. It's like the Twilight Zone in which some weird social experiment is taking place to see if a business that has good enough products can survive even if they treat their customers like garbage! So far it seems to be working for them, and it's too bad. Sorry for your bad experience!

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  22. I was planning on ordering but noticed the customer service rules were written like the company doesn't trust anyone. Started googling and realized they are terrible. I won't be ordering. Sad though because I really wanted matching ink and paper.

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    1. Yes, I'm amazed that they continue to exist with the bad customer service reputation they have. This occurs over & over. If you don't have a problem with your order in any way, it's great, their products are fantastic. But God forbid you need some customer service and there is ANY question whatsoever that providing good service might cost them something. Then you will have hell to deal with trying to get your issue dealt with in a positive way. There are many other companies that provide excellent customer service that have matching ink & paper: My Favorite Things (PERFECT customer service), WPlus9, Simon Says Stamp (though they take a long time to ship and I've heard they don't have great service either, though not as bad as Papertrey) and many others. Give your hard earned dollars to a company that will treat you with respect.

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  23. Ditto, I am currently having an issue with a die I purchased. REALLY BAD CUSTOMER SERVICE and horrible product.

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    1. I'm sorry to hear that things still haven't changed. My experience was two years ago and clearly their policy is still that the customer is always wrong. What happened exactly?

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  25. I just had a horrible shopping experience with PTI and some back and forth customer service emails with them. Horrible. I rather hold on to my defected product than order again in order to get a replacement. I'm lazy to type out my story, but I'm done with them too.

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  26. You can add me to the list of customers treated very badly by this company too! I received a defective die. It would not cut all the way through. I am a LONG TIME paper crafter, been published numerous times, been on many design teams and certainly know what I am doing. I have a zillion dies and four different die cutting machines. I tried this one die on all four machines and got the same results on each. Simply put, the die WAS defective. When I contacted Papertrey Ink about getting either a replacement or refund (and I send a very nice polite email) I got the rudest most condescending return e-mail from Julie Heskamp basically saying there was nothing wrong with the die and that I was lying but if I wanted to "try" to return it I could mail it back at my cost and she would determine if it was defective, but if it wasn't I wouldn't get my money back and would have to pay to have the defective die shipped back to me. Of course, it was very obvious by the tone of the entire e-mail that I wouldn't be right not matter how completely defective the die was. Despite not even seeing the die, she seemed to know that it wasn't defective and apparently Papertrey Ink never has and never will have a single defective product ever. I honestly couldn't believe how RUDE and judgemental this one e-mail was. LUCKILY I had paid using PayPal and filed a dispute through PayPal to get my money back. They got all of the info, including the e-mails and judged in my favor and I got a refund. NEVER EVER will I order from this place. It was completely ridiculous and as much as the whole situation annoyed and shocked me, I feel sorry for this lady to have to be so rude and judgemental of everyone. I also can't believe anyone else working at this company puts up with this.

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    1. Wow, I am AMAZED to see that this is STILL going on over 6 years later! I honestly do not know how this company can stay in business with the horrendous way that Julie treats customers. It is so bizarre, it's almost like they are trying a social experiment to see if great products and great designers can overcome HORRIBLE customer service when it is needed, and it would seem that the answer is yes, because they're still going strong. The only thing I can think is that the number of bad experiences like these are outweighed by the number of customers who have no issues and therefore need no customer service ever, so they can afford to blow off those who DO need good service. And not only blow them off, but treat them condescendingly and RUDELY! Wow, it totally amazes me. When my experience happened, I posted the story on Splitcoast Stampers Forum. Maybe you should do the same. Gets the word out. The company clearly will keep doing this to people until they start seeing a noticeable drop in business, and that won't happen unless the word gets out.

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