Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/08/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed my order for a 12-month daily planner in the Rose Quartz design on May 21, 2023, for a total of $76.95 via PayPal. The planner is supposed to start for July 2023. My order number is 70794. The website currently states that I should receive a shipping email and tracking number within 7-10 business days. The 10th day was June 6th. It is now June 8th and I haven’t received anything. I emailed the company on June 5th and their response indicated that it was the 9th business day so they were still within their time frame to work on my order. I have emailed them twice after the 10th day, and I have gotten no response. I do not want a refund just yet. I just would like to receive my product. If there are shipping delays or other issues pertaining to my order, then the company should communicate that to me instead of leaving me in the dark. I’ve been a loyal customer since 2021, and I would like to remain that, but I need for this matter to be taken care of.

  Business Response

  Date: 06/16/2023

  I am sorry to hear there was a delay with your order. Upon review IPC Customer Service received an email checking status as the processing times were past (12 business days). Customer Service followed up the next business day providing the tracking information. On 6/12/23 IPC received a response confirming the order was received. If there is an issue with your planner please don't hesitate to reach out to [email protected] - Below is the confirmation from the USPS site and email stating item was received.

  USPS:

  Your item was delivered at the front door or porch at 3:08 pm on June 12, 2023 in BXXXX RXXXX, LA.

  Email From Customer: 

  I did receive my item today. Thank you very much.
  
  ******* ********

   

   

   

  Customer Answer

  Date: 06/20/2023

  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ******* ********

• Initial Complaint

  Date:05/11/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with this company on 04/22/2023, received a confirmation of my order for $70.95 along with notification that I would receive tracking info via email within 7-10 business days. On 05/02/2023 I reached out via email requesting an order update as I had not yet received tracking information. I did receive communication back via email on 05/07/2023 indicating that they did not show my order has shipped and they would reach out to the production team and provide me with an update on my order. I did hear back from the company again after that. I sent 2 other emails to which I received no response. I became increasingly concerned regarding the customer service at that point so I researched on my own. Moving forward I will research businesses prior to making a purchase as I found when researching here this business had 117 customer complaints for the same exact reason I am writing this today. This is disappointing and highly unfortunate. I feel as though if the company wanted to make this right they would have communicated this with me, however they has no problem taking the payment and then not responding.

  Business Response

  Date: 05/22/2023

  5/17/23 order was cancelled/refunded as requested by customer. 

• Initial Complaint

  Date:02/23/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 5, 2023, I ordered a planner for $55. I emailed them a few times asking for an update on my order and received a response January 26th with a false shipping notification. After asking to cancel my order, they refused to do so "because of the status of the order" and immediately sent me a new tracking number on February 2nd. On February 6, I received a package but it was the wrong product. I immediately emailed them with pictures of my order confirmation and what I had received. On Feb 7, they apologized and said they would expedite the correct order. I've emailed them several times since asking for an update and finally received a response on the 14th saying "they were checking the status". Since then, I've received no response to my emails asking for an update and they refuse to cancel my order, give me a refund or send the correct product that I paid for. I paid $55 for a 12 month planner and got sent a 6 month planner with the wrong interior layout. I can provide proof of emails if required.

  Business Response

  Date: 03/01/2023

  I apologize there was an error with the original order. I reviewed the correspondence and the customer service team took the proper steps by processing an order to have a new planner created for you. Upon review, the original shipping label was cancelled to correct an issue with the shipping process. At this time updated tracking has been sent and the correct planner is in the process of shipping -xxxxxxxxxxxx******

  In addition, the incorrect planner does not need to be returned. 

   

  I apologize for the error and delay of your order. 

• Initial Complaint

  Date:02/08/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered this product on 01/09. I reached out on 01/30 and was told that was the 10th day and it would be shipping soon. On 02/05 I reached out again and was immediately given a tracking number saying it was shipping yet, never shipped out. I have nicely asked for refunds. I was told a 7-10 day shipping and we are at over 20 business days at this point. I just want a refund.

  Business Response

  Date: 02/10/2023

  I apologize there was a delay. Our current processing times are 7-10 business days plus the shipping of the order. The processing times may vary based on season. I reviewed the USPS site and show your order is expected to be delivered today. The shipping label can take 48 hours to update with tracking information, at times this can be longer. I have provided the latest update below.

  Expected Delivery on

  
  FRIDAY10 FEBRUARY2023by
  3:30pm 
  Your item is out for delivery on February 10, 2023 at 6:58 am in ******* ** ******
  

• Initial Complaint

  Date:02/01/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Ivory Paper Company has not responded to my questions regarding my order. I have sent several emails with no response. The tracking information shows no change for weeks. I consider this poor customer service. I would like a response to my questions regarding when I can expect my order.

  Business Response

  Date: 02/03/2023

  I apologize there has been a delay with your order. I reviewed the order/correspondence and show the IPC Customer Service Team is working on getting this resolved. The updates/correspondence are being sent to the following email - ********************** - below is the most recent communication

   

  Hi *******

  
  
  I apologize for the delay of your order. I am working with our shipping department to get this resolved. At this time the current label has been cancelled, new tracking information will be generated. As soon as this information becomes available I will make sure to follow up with you.
  
  
  Also, there are a couple emails open in reference to your order. I am going to close all duplicates and work from this email so we can assure the information is all in one location. I just don't want you to think the other emails are going unanswered. 
  
  
  Again, I apologize for the delay and will follow up as soon as I have an update. 

   

  To:"Ivory Paper Co" <[email protected]>
  Thank you for the update.  Due to all the issues with my order I ask you send this overnight shipping.  I was supposed to have it well before the start date of the planner being February 1st. Please confirm overnight shipment.

   

  Hi *******
  
  
  We ship all orders Priority Mail via the USPS. I am continuing to monitor your order and will provide the tracking information as soon as it becomes available. 
  
  
  
  - IPC Customer Service Team 

   

   Again, I apologize for the delay and will work with our production team on the fulfillment of your order.

   

   

• Initial Complaint

  Date:01/30/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased $189.75 worth of product from this company on January 1st. It is now Jan 30th. I was told that it could take 7-10 business days. Fine. On Jan 17th, I reached out and they said it hadn’t been 10 business days yet, so I said okay and reached back out on the 10th day, so January 20th. I did not receive any sort of tracking information until Jan 25th and to this day, five days later, it still shows that USPS is awaiting the item. So almost a month after purchase, the purchase has not been shipped. This company says they will reach out to production and promises to monitor this for me, but never any resolution. This is a scam and a horrible business practice. They are holding on to almost $200 of my money and no products to show for it. At this point, I want my money back.

  Business Response

  Date: 02/02/2023

  I apologize for the delay of your order. I review your order and correspondence and show a refund was issued towards the original form of payment. 

• Initial Complaint

  Date:01/26/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on December 29,2022. And still have not received my 2 planners. On Jan 8 I was told my stuff should be completed and ready to send shortly. On Jan 19 I still had not received a tracking number and emailed again. I received a response it should be going out and get a tracking number. The tracking number states it is in pre shipping and waiting to receive product at usps. On Jan 24 it still says in pre shipment. I emailed again and was given an excuse that they would check with shipping and that usps has not been updating their website until delivery. I still have not received my stuff or a response when emailed again to check on my order.

  Business Response

  Date: 01/27/2023

  I apologize for the delay of your order. I reviewed the correspondence and our customer service team was working on a resolution with the shipping/delayed order. Again, I apologize we were not able to fulfill your order.

  As requested we have cancelled the order and issued a refund towards the original form of payment. 

   

• Initial Complaint

  Date:09/30/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my planner on Sept 8, NOT during any peak season. After waiting 10 business days and not recieveing a shipping label I contacted the company. They gave the same response stated in other BBB complaints "they will check w production." Per production it was slated to be shipped Wednesday the 28th. I requested they overnight it as a courtesy, they said all shipping is through usps and I will have it in a few days. NOTE: I haven't received my shipping confirmation yet! I email back almost immediately and I've yet to receive a response. I ordered this planner to start on Oct 1. I will now have wasted pages bc it still hasn't shipped! This company did this before and blamed it on COVID in China causing a lapse in materials, though they claim to print everything in house. It took me months to receive that planner and they "made it right " by giving me a discount on a future planner (hardly a solution) and here we are in the same situation again! A real customer focused company would ship overnight or give a 50% refund. Keep in mind I still haven't heard anything back from customer service. Their responses take 1-3 business days. My planner didn't have any personalized elements for fear it would further delay production. I paid for a product, part of the payment is to recieve it in the agreed upon timeframe. If not received, there should be monetary compensation. I also commented my experience on all their social media, funny how they could remove my comments so quickly...

  Business Response

  Date: 10/04/2022

  I apologize there has been a delay with your order. I have reviewed the correspondence from our Customer Service Team, they advised your planner did not pass quality control and had to be remade. At that time they also provided a full refund due to the delay and provided an update on the shipping. The Customer Service Team has committed to continue to follow up and provide tracking information as soon as it becomes available. 

   

   

• Initial Complaint

  Date:09/15/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order from this company on 8/19. Said 7-10 for processing. At this time they were responding to email saying the would check on order and sorry for the delay. After requesting a refund for item not shipping they finally sent a USPS tracking number. That tracking number says that USPS is still waiting for the item so it can update the tracking. The company has never took it to post office to deliver and won’t respond to emails now. I try call the number provided on here and it goes straight to voicemail which are not returned.

  Customer Answer

  Date: 09/18/2022

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  Date:08/27/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a planner on August 8th 2022 from Ivory Paper Company and was told 8-10 days for shipping. On August 24th, nothing had arrived and there was no communication suggesting my planner had shipped. I reached out to customer support and my first email was responded to promptly, telling me they would look into the issue with their production team. I did not received a follow up response. I sent another email on August 25th, and it was met with no response. I reviewed my checking account and was able to verify that payment had in fact been deducted, and still no product has been received.

  Business Response

  Date: 08/31/2022

  I am sorry to hear there was a delay with the shipment of your planner. I reviewed the correspondence and it appears when the order was placed a shipping address was not provided, an email address was used for the house number/street address. This has since been corrected and the planner is in the process of shipping - tracking *************************

  Customer Answer

  Date: 09/01/2022

  Better Business Bureau:

  This complaint should be disregarded, as the delayed shipping was an error on my end. 
  
  I accept the business's response to resolve this complaint.