Customer service at Papertrey Ink

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Posted 5/25/2010 by lilypad in General Scrappin'


PeaNut 45,143
August 2002
Posts: 647
Layouts: 0

Posted: 5/25/2010 11:12:43 AM
Wondering if anyone has had problems ordering from them. I placed an order almost two weeks ago and still have not received it. I sent an email last Friday and they responded with an acknowledgement of my email but no info about my order. They have no phone number listed on their website or I would call at this point. I never received a confirmation that my order was received or shipped.



PeaNut 167,510
September 2004
Posts: 3,808
Layouts: 191
Loc: Quebec, Canada

Posted: 5/25/2010 11:27:41 AM
I always get a e-mail about the recieved order, I know they have been having trouble with their web page in the past few weeks, maybe send them another e-mail. If you placed an order around the 15th of the month when their release is, it can sometimes take a little longer, but they always send an e-mail that your order has shipped, with tracking. Their customer service is usually really great about getting back to me. Hope you hear from them, their products are just awesome!!



PeaNut 183,381
January 2005
Posts: 675
Layouts: 1
Loc: New Jersey

Posted: 5/25/2010 12:13:47 PM
I always get a "received order" email but I never get shipping emails. My stuff usually arrives in 3 or 4 days from when I order. Your order probably got lost in the web site mess and hopefully they have sent it out to you. I have heard only good things about their customer service.


PeaNut 286,882
December 2006
Posts: 4,085
Layouts: 0

Posted: 5/25/2010 3:16:40 PM
I only ordered from them twice, but great fast service both times.


PeaNut 79,491
April 2003
Posts: 2,645
Layouts: 1
Loc: Vancouver Island, BC

Posted: 5/25/2010 3:20:01 PM
My experience has been on the negative with them, but I am thinking that is my dumb luck. I don't buy from them because of this even though I love their new direction.



PeaNut 77,792
March 2003
Posts: 10,417
Layouts: 0
Loc: Orange County, California

Posted: 5/25/2010 9:46:32 PM
I placed an order on the 15th during the release, and it will be arriving tomorrow. I think this delay was due to the issues they were having of their website. I don't mind when I wait a bit longer though, because their products are top notch and always packed very very well. I've never had poor service from them and the quality of their products surpasses the majority of other stamp houses.

I wouldn't worry about your order just yet, since mine isn't here either. This is a particularly longer wait period than usual, so I'm hoping yours will be there any day now too.

I love their new embossing plates! And I've picked up most of the new coordinating dies too. I love love love stamping onto the precut paper. I'm so not good at cutting things out anymore.


PeaNut 38,622
May 2002
Posts: 696
Layouts: 121
Loc: Northern California

Posted: 5/27/2010 4:23:19 PM
I'm starting to get a little worried too, but this thread made me feel a little better. I placed an order around the 16th and have no idea where my stuff is! I really want to play!

I ordered from them before and was amazed at their fast shipping. I was hoping this would be just as fast, but it's been quite some time! Does anyone know if they ship UPS or USPS?

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PeaNut 98,374
July 2003
Posts: 16,594
Layouts: 189
Loc: Western Washington

Posted: 5/27/2010 4:46:41 PM
I had the same experience last month. the day after I emailed them to find out of the order had even shipped yet, it arrived.


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PeaNut 381,648
July 2008
Posts: 350
Layouts: 213
Loc: El Segundo, CA

Posted: 5/27/2010 5:37:18 PM
I order cardstock there a lot and love their service and fast shipping...something must be amiss with your order.

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PeaNut 57,891
December 2002
Posts: 1,811
Layouts: 2
Loc: Orange County, CA

Posted: 5/27/2010 6:44:57 PM
I order from them quite frequently (but didn't this release)and my orders have been taking between 7-10 days to get to me. The reason you're not getting a shipping notice is that it was sent via USPS rather than UPS. I wouldn't worry too much about this order...yet. There are quite a few people on Splitcoast that haven't rec'd their order either.

I've been a huge PTI fan but lately I'm getting really turned off. They have grown so much, which is great, but they have NOT staffed for it, until recently. Although it doesn't seem to have helped for this release.

Their new website launch attempt was a complete disaster and the timing was a very poor business decision.

Their inventory management or lack of is very frustrating. They obviously know their customer demand since we're going on 4 months of new products (dies, felt, etc.) but still they can't manage to order the appropriate quantities.

Their ink problems are quite dissapointing too.

I'm also not thrilled with the tone of some of the responses to questions posted on their Ask The PaperTrey Team board.

They've definitely changed from the small friendly customer service oriented business they used to be. In my honest opinion they have not kept up with their customer growth. Until a few months ago, I felt like Nicole was always there specifically on her blog keep us informed and entertained with her creativity. Now it rarely gets updated outside of the countdowns.

I hope things change for the better because they have some great products when they are in stock.

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PeaNut 534,766
December 2011
Posts: 1
Layouts: 0
Loc: Queens, NY

Posted: 1/30/2012 1:38:54 PM
Actually yes I have. I placed an order with them on 1/18, received no confirmation of order receipt and no USPS shipping info. I emailed them to find out what was going on. Received a response two days later apologizing for the delay and that my order was on its way. Ironically, a UPS shipment confirmation was sent to me about 2 minutes before receiving the reply from PaperTrey Ink.
I received the order 6 days later (today) with an incorrect item. So it took a total of 12 days to receive an incomplete/incorrect order.
Not sure whats going on their end, but they should tighten up for credibility's sake!

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PeaNut 100,403
August 2003
Posts: 8,173
Layouts: 270
Loc: San Jose, Calif

Posted: 1/30/2012 2:44:47 PM
You know I always get an email when I purchase but I don't think I do when they ship..about the time I wonder what happened to my order it shows up. It's very well packaged and I have to say I do love their products. I just know email communication doesn't seem to be on the plus side, but I have always gotten my order..I think about 2 weeks is right.

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PeaNut 376,447
May 2008
Posts: 1,520
Layouts: 24
Loc: Would rather be somewhere else.

Posted: 1/30/2012 3:07:20 PM
I've never gotten a email for shipping from PTI. I usually get my stuff in a timely manner.

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PeaNut 402,828
December 2008
Posts: 97
Layouts: 0

Posted: 1/30/2012 3:53:22 PM
As a matter of fact, i placed an order with them on friday, to be my pleasant surprsie i received an email shortly after that my package was shipped. I've ordered quite a few sets over the years and have always had a great experience and fast shipping. No complains!


PeaNut 193,932
March 2005
Posts: 2,456
Layouts: 49

Posted: 1/30/2012 5:12:17 PM
I have no dogs in this fight, but there are several threads about this very subject on another board that I frequent. Most are complaints about long turn around time for orders, little communication and poor customer service when inquiring about orders, same as here.


PeaNut 432,196
July 2009
Posts: 1,193
Layouts: 2
Loc: Ozarks

Posted: 1/31/2012 4:58:42 AM

I have no dogs in this fight, but there are several threads about this very subject on another board that I frequent. Most are complaints about long turn around time for orders, little communication and poor customer service when inquiring about orders, same as here.

I was thinking about that same thread/same board when I started reading this one. I think I know which one your talking about.


PeaNut 453,055
January 2010
Posts: 2,222
Layouts: 228
Loc: Southern Ohio

Posted: 1/31/2012 7:56:16 AM
i placed an order on 1/16th. i received a shipping notice on 1/21. I live only an hour away from their facility and on the 28th i email saying i hadn't received it and i heard back saying they were just shipping it now. hopefully i will get it today--totally riduclous that it take that long to ship something.

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