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Report: #1194517

Complaint Review: Paper Culture - Internet

  • Submitted:
  • Updated:
  • Reported By: Sarah — Minnesota
  • Author Not Confirmed What's this?
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  • Paper Culture Internet USA

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I ordered photo Christmas cards from Paper Culture.  When I got them, I found the printing to be grainy, and I thought the colors looked weird. 

The company's website claims that they guarantee 100% satisfaction and will provide a refund upon receiving an e-mail requesting the refund. The website also states that they might require that the item be shipped back, but will cover return shipping except for a couple of situations that didn't apply in my case.

So I sent them an e-mail, the same day I got the cards (a Friday).  Paper Culture hadn't responded by Monday, although the website states that they respond to e-mails 24/7.  So I sent another e-mail on Monday.  Still no response. 

I called at the end of the day on Tuesday.  The person I talked to said that I would receive a refund only after I shipped the cards back.  (Custom cards with pictures of my family, so not useful to anyone other than me.)  Well, that's contrary to what's on their website, which states that they would provide the refund when the customer requested it by e-mail. 

Also, the rep said that I would have to pay the return shipping.  What?  The website states the return policy pretty clearly, and it pretty clearly states that they will cover the return shipping.  After putting me on hold, I'm told that they'll pay the return shipping after all, but only because of their delay in responding to my e-mails.  OK, whatever.

The rep then says that they will send me a return shipping label by e-mail.  OK.  Well, here it is the end of the day on Wednesday, and I haven't received the shipping label by e-mail.

Now I'm initiating a chargeback dispute.  What a bunch of trouble! 

 

This report was posted on Ripoff Report on 12/10/2014 02:39 PM and is a permanent record located here: https://www.ripoffreport.com/reports/paper-culture/internet/paper-culture-refused-to-honor-satisfaction-guarantee-and-return-policy-internet-1194517. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
1Author
2Consumer
0Employee/Owner

#3 Author of original report

Not quite true but at least I got my money back

AUTHOR: Sarah - ()

POSTED: Saturday, December 20, 2014

Above, Paper Culture writes:  "We have recently added an additional option to return the cards via a shipment method you choose but receive a full refund of the initial purchase. This was the first option offered to you because we've found that many people prefer this option. We offer that in addition to the option of us sending you a pre-paid return address label and then deducting shipping from your refund. You chose the second option and we have sent a return shipping label and have provided a refund."

 That's not true.  My e-mails were ignored, and when I finally called, I was told, after some runaround, that I would get a return shipping label by e-mail, but then didn't actually receive the label, which is when I posted here.  I was NOT told that I would get a full refund if I paid the return shipping myself (and I'm not sure I would have wanted that anyway considering the complete non-responsiveness up to that point). 

 Since my original posting, I received the return shipping label, shipped the cards back, and got the refund.  The only way I got Paper Culture to honor its "guarantee" and return policy was posting here, posting on Twitter, posting on its Facebook page, and filing complaints with the BBB and the California attorney general's office.  Great customer service, amiright?

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#2 UPDATE Employee

Response to Your Concern

AUTHOR: - ()

POSTED: Friday, December 19, 2014
First and foremost, regardless of the details, we are always sorry when someone feels frustrated with us. I assure you we take all of these situations seriously. As we have with you, we always stand behind our 100% Satisfaction Guarantee.

 

We can imagine your frustration with the delay in response. It's a super busy season and unfortunately that has caused a longer delay in response than we would like. Per our policy, we request the items be sent back when requesting a refund. We have recently added an additional option to return the cards via a shipment method you choose but receive a full refund of the initial purchase. This was the first option offered to you because we've found that many people prefer this option. We offer that in addition to the option of us sending you a pre-paid return address label and then deducting shipping from your refund. You chose the second option and we have sent a return shipping label and have provided a refund. Unfortunately we didn't do that in a timely manner. We do take responsibility for the miscommunication on the timing of the refund and processed it immediately upon notification. 

 

Again, we truly apologize for your unsatisfactory experience and wish you the best. 
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#1 General Comment

I wouldnt...

AUTHOR: Tyg - ()

POSTED: Wednesday, December 10, 2014

 I wouldn't initiate a charge back yet. See once the Credit Card company sees that YOU did indeed not only received the product but YOU are using the charge back system to circumvent the return process. Well they are going to redflag YOUR account as a possible scammer. They MAY even give you a CREDIT, that is until THEY can find out for sure if what YOU are doing is being done due to a true error. Or if YOU are intentionally scamming BOTH parties in order to get something for free. Be patient and work WITHIN the system in front of you. YOU would hate to have an ACTUAL chargeback situation and have the credit card company OR your bank deny the chargeback due SOLELY to the FACT that YOU use the chargeback system to get your way and circumvent established return policies. The not so polite way of saying this is.....Don't do it because they will think YOU are a scammer and treat you as such going forward. Meaning YOU will get no help or remedies to your situations BECAUSE they think YOU are nothing but a scammer.

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