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Paper Mart Packaging Store / Unpleasant experience

1 United States Review updated:

Paper Mart - www.papermart.com
5361 Alexander Street, Los Angeles - [protected]

On September 26th, I made an order at papermart.com for ribbon and tulle for my wedding. I carefully entered the billing address (me, at my apartment) and the shipping address (my fiance, at his office). Two days later, I received an email invoice which told me that they had already shipped my package - to MY name at my FIANCE's office. I scanned the invoice, but didn't notice the error at that time, by which time the package was already en route.

The day after the package should have arrived, I looked at the email again, to click on the link to track the package. It said it had been delivered and was returned Undeliverable As Addressed!! It was already on its way back to PaperMart! I looked at the email again and saw the error. I logged in to my papermart account and checked the shipping address I had on my account, and it was correct: my fiance at his office. They had switched the names around so that it was sent to ME at my Fiance's office, so of course the package was sent back, there's no person with my name at my fiance's office.

I sent them an email on their website - they have never responded to this email.

I called papermart and explained all this to a customer service rep on the phone, who insisted that this was not possible, there's no way they would have done that. She said that they would put a note in my order that when my package was returned, I would be issued a refund for the purchase price.

I called back and got a salesperson on the phone, and I explained what had happened, and I made the order again, which now had to be shipped at the more expensive expedited speed in order to arrive JUST in time for my wedding. I gave her the address over the phone and told her how important it was that it was shipped to MY FIANCE'S NAME ONLY, not my name, at the exact address I'd provided. I asked her if they could take back the shipment that was headed back to them due to their error, and apply my payment to this shipment instead - no, she said, I would have to pay all over again, and when the returned shipment got back to them, they'd refund me (this has not happened yet). When I told her I had no intention of paying for shipping again - let alone upgraded shipping - due to their error, she said a customer service representative would call me "tomorrow". "Tomorrow" was yesterday - no one called.

Now I've just received another email invoice, this morning (October 12th) and I see that even though they have put my Fiance's name c.o. (they wouldn't even put it c/o like you're supposed to - they don't allow slashes as characters!), addressed to his company, this time they put MY name ON TOP of his name! The shipping department at his company will 99% probably not accept it this way, either. And this proves, absolutely, that the first woman I spoke to was wrong - they DID switch it around so that it was shipped to my name, and they have just done it again despite my calling them on the phone and telling them they can't do that or the package won't be received!!!

I am going to call them for the THIRD time today, and see if I can get them to at least refund my original shipping cost, if not actually refund me the amount that my shipping had to be upgraded this time around to make sure that I got the package in time. It's the least they can do considering it's THEIR error, that they made twice despite my instructions.

If they refund me those costs that I had to pay due to their error, I will edit or amend my complaint to reflect that fact.

This whole experience of dealing with them has been unpleasant, a huge source of stress, and I still don't know if I'll get my ribbons and tulle in time for my wedding. These people claim to have been in business for generations of their family, yet they clearly cannot handle billing to one person and shipping the package to another person. Or, for that matter, simply shipping the package to the exact shipping address the customer provided!

Va
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Comments

  • Pa
      30th of Oct, 2007
    -1 Votes

    I had a very unpleasant experience with PaperMart as well. I ordered an roll of wrapping paper online. When I did not receive my order in the time I thought reasonable I checked the online tracking. It said my order had been delivered days before. So I called PaperMart to let them know that I had, in fact, not received my order. They made it seem like it was my responsibility that I had not received the order and told me I would have to file a claim with the USPS. I had never heard of an online vendor who not only did not offer to make it right but also made it seem like it was my mistake. Well, I made a mistake alright!!! It was by doing business with PaperMart to begin with. After much complaining on my part the "Customer Service" representative agreed to ship out another roll of paper but said I had to file the claim with USPS or else I would be charged for the second roll as well. I have NEVER done business with such an un-customer-friendly business before. I urge anyone who is considering a purchase from PaperMart to find another vendor.

  • Az
      1st of Jul, 2008
    -1 Votes

    Papermart is the worst! Stay away from them. They process orders that never arrive on time and then you end up paying shipping costs that are over the top while their customer service says that they will "refund" your costs. What they end up doing is giving you credit on a future order but they never indicate this to you. So what you are getting is only credit towards another order and you end up losing all your money.
    They have the most horrible delivery service for any vendor I have ever worked with. You will never get your purchase in time! So, brides to be and anyone else relying on timely orders...STAY AWAY from Papermart!
    I have learned that its better to pay slightly more at crafts stores, or stores such as Container Store, so that at least you know what you are getting and when and no one is scaming money from you!

  • Jo
      25th of Aug, 2008
    -1 Votes

    I can also confirm that they are a sucky company to work for as well. The head of the company, a woman, is a real arrogant a-hole. She doesn't let anyone in that place forget that she has a degree from USC. I'll never forget the weird conversation I had with her when I got hired: asking all kinds of personal questions about my family and my past, like some kind of psychological analysis or something. Weird vibe in that place. I was working with a bunch of high school dropout losers. That was at their old location in Commerce in the 1990s, but I'm sure their current location is just as weird. I am not surprised that their service sucks. Screw this place.

  • Ca
      13th of Dec, 2008
    0 Votes

    I ordered cardboard and boxes from them. They use your own materials to wrap your own materials with, which means if you order 1000 cardboard sheets they will use 100 sheets to wrap 900 sheets with and damage the 100 sheets. If you order cardboard boxes, they are not at all as displayed in their photos and do not assemble without tape as stated on their site. Their stuf is low quality and ugly. This was my last order with them. AVOID!

  • Ke
      26th of May, 2009
    +2 Votes

    I'ved used Papermart for over 3 years now and have always had exceptional service. I get my items that I ordered when they say they will ship them and their prices are the best available. You know immediately if they do or don't have an item in stock... I've even ordered something at 5:30 on my way home on the phone and still got it when I should have.

    Papermart is the best... I will continue to use them and refer people to them when they need awesome items that you just can't find other places.

    Kellie

  • Ma
      4th of Jun, 2009
    +1 Votes

    I just came across this site and have read all these complaints.

    From my experience over several years and many orders, I have always gotten great items at really good prices. I guess every company makes a few mistakes but I know that once when i ordered the wrong thing, they took it back and refuded my credit card. They never even asked to issue just a store credit to my account, they just refunded me my money even though it was my fault. Some of these people are just making up stories.

    Sounds like this is a l"ets bash papermart" site to me.

  • Lg
      14th of Jul, 2009
    0 Votes

    I have to agree with many of the above complaints, Papermart sucks badly. Their shipping and handling charges are outragous, I bought boxes and the S & H charges were over 40% of the price. Plus they took forever to deliver it. It also arrived damged, it looked like the stuff was put in a washing machine, great shipping dept guys! I started buying from companies ofering free shipping now, Fetpak being one of them.

  • Se
      6th of Nov, 2010
    -1 Votes

    I have been a customer of paper mart for over 5 years and they have always treated me great. Low prices and great service. I do not know where these other complaints are coming from. I guess out of the thousands of orders they send there probably is one once in a while that gets messed up but that has not ever been my experience.

  • Or
      22nd of Nov, 2017
    0 Votes

    I ordered $130 of boxes and packing materials. Two days later got an email...order requires freight shipping. Shipping cost $230. Are you frickin' kidding me? For cardboard and bubble wrap? The truck needs a lift gate for CARDBOARD and BUBBLE WRAP? Absolutely ridiculous. I saved money by going to OKC and buying boxes, wrap, and peanuts at Budget Box and Bag.

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