- 6 years ago
- Wedding: October 2012
I made an order through a company called Timeless Paper who seems to do beautiful work. I however had one of the worst customer service experiences I believe I have ever had! My order was completely wrong on their part, and they would not make it good, despite their return policy. This was a huge suprise since they have such great reviews on Etsy. Being a bride we want everything to be perfect, and vendors who are understanding. This was not the case. Take it for what you will, but I would highly advise against this vendor. Below is the narrative that I sent to BofA, to dispute the charge. I had to go that far! Luckily they refunded mt money, but it was a bunch of garbage I would have rather not dealt with 2 months before my wedding. I just wanted to pass my story so other brides can avoid the stress. I also included pictures of the wrong orders.
My name is (…..) and I am writing to dispute a charge that was made on my Visa Card ending in. On July 5th (shows posted on July 6th) I made an online purchase to Timeless Paper for Airplane Table Numbers. My first problem is that the color is not what I thought I had ordered. On their website there is no option for border color. In every picture from their website, the items shown have tan borders. With no option on their personal website to select a border color, I assumed my border would also be tan. This was not the case, as everything on my order came out black. When I brought this to the attention of the merchant over the phone, they explained that they were “sorry but they work very hard on these, and wouldn’t make returns.” Per their return policy on their website, they will “replace an item free of charge if the mistake is on their end.” Still they refused to work with me.
After taking a closer look, I realized not only was the color incorrect, but the item was manufactured incorrectly. The item is two pieces. It is a table tent card, with an airplane piece that slides over the corner. On their website, the airplane has a triangular slice on the bottom middle (picture included.) This triangular slice allows the airplane to slide over the corner of the table tent card. On my order there is a rectangular slice towards the top of the middle. Not only is this rectangular slice in the wrong location, it is the wrong shape, and does not allow for the airplane to hang on the table card (pictures also included.)
I have since tried to contact the merchant through two separate emails. In the emails I have explained that I am happy to return what I have in exchange for what I wanted. No response, despite the return policy posted on their website. I also have left a phone message, which has not been returned. At this point I feel I have no choice but to dispute this charge.
With this letter I have included:
~ My invoice showing I purchased Airplane Table numbers from timeless paper. (page1)
~ The order form from their website, with no spot for border color. Please keep in mind I did not purchase or select “personalized printing.” The order box for “personalized printing” defaults to black even if not selected/applicable, and is not for the border color. (page2)
~A blown up picture from their order form showing what I thought I was ordering. This is how the airplane should be cut. (page 3)
~ Photos of the order I received, and how the airplanes are cut wrong. (page4)
~A printout and highlighted area of their return policy from their website. (page5)
~ A statement from a paper company who has made my wedding invitations. After reviewing this information, they also feel the order was made in error. (page6)
Image from their website:
What I recieved: