PTI stands for Papertrey Ink. This is a collective smack blog and Papertrey Ink review page. Papertrey Ink's continuously poor customer service has lead to a page dedicated to discussion of this stamp company and recommendations for alternative stamp companies. Minimal censorship here- I prefer to leave it up to posters' discretion.
The opinions posted on this blog belong to our visitors and we are not paid for our honest reviews ;)
I am praying to every deity worshiped on this earth that Picture Frame Smashed Over the Head lady has a problem with her shipment. If there is a Santa Claus, I know my wish will be granted.
"To the DT members and everyone who has been in the forums the last few days keeping a positive attitude and making this an enjoyable place to visit once again. I am not suggesting problems be overlooked but it's just such a breath of fresh air to come here and enjoy PTI with others once again."
from the previous post: The Cat's Meow stamps is actually thecraftsmeow.com Not meaning to correct the previous poster, but I am checking out every new company I hear of these days.
From the last post, I have ordered from The Craft's Meow and had very good customer service. I emailed a question about an OOS set, got a quick response, placed an order, had prompt shipping. I will order from again.
Yeah, I'm really trying to figure out what to do about my cardstock and ribbons and such. I just find that so many PTI things fit my style (whatever it is). But I just don't want to take the chance of getting burned.
What does everyone think about Clear & Simple stamps? Ever since I was mesmerized by that Damask blog someone posted, I am really digging their designs!
I think Amber (Damask Love) could make a pile of poo look so amazing I'd want to buy the set it came from.
She and Maile are just so good at clean and simple that it's almost daunting.
(I freaking HATE the way she spells her name, though - the rules of phonics don't go out the window because your parents wanted to be clever. I always think "MAIL-EE" when I see her name.)
Naked Ink, you and 16:48 are talking about separate posts.
I think 16:48 is actually defending my post from the "another one just in case" thread at 9:44 and again when I kinda apologized on 11:49. I think anyway because she said "she kinda apologized", which I did.
She may have accidentally said 10:29 (#1) which is clearly not a regular poster and one time troll.
16 March 2012 17:37
yEAH, so sorry for the confusion peeps!! I was referring to the above poster. My bad. No, I'm not quite delusional, but I may be going blind :)
I did not order anything, so I am not sure how that process would go. But there were broken links everywhere, the site was a bit hard to navigate for a newbie such as myself, and I could not find a clear picture of the DT. I was disappointed.
However, in an attempt to defend them, they look like a fairly new company. So perhaps with some positive feedback and constructive criticism it will get better?
23.09 I also thought Clear & Simply stamps was a little hard to navigate, but I did order from them eventually. I am international and got my order very quickly and postage was very reasonable. Their cardstock is nice. Just got a few sheets to start with. Lighter in weight to PTI but nice anyway.
It looks like the forum was pruned today. Nichole's note from last November is gone, as well as Jenn's stickies in the Stamping Talk section. (quoting Naked Ink at 20:45)
*snort* Not so surprising is it? Someone probably pointed out that all that flowery language in Nichole's post about taking all the concerns to heart and internalizing them didn't exactly match up with things like throwing out every customer's e-mail.
Also noted a customer posted a very angry entry about not being able to order
and Betsy and Nichole came to the rescue and fixed it. Why was that one singled out for help? Will I have the same attention if mine doesn't work?
It seems like there are a lot of others who have expressed calm concern about issues (even those with repeated issues have stayed more calm than I would) and have not been helped?
Yeah, they'll do anything to speed up the process of taking your money. Giving back your refunds, giving you anniversary sets you are owed, sending you replacements for defective goods, not so much.
What ever happened with the stamp missing from the Simply You set (aka the SASE incident)? It's been a month since that release. Shouldn't people be getting their replacements soon?
It is ridiculous that people have to dig through the forums to find out that they didn't get the 5% discount because it dropped them below the $70 free shipping thresh hold. Even more ridiculous is that Dave answered emails saying that in fact the discount would be applied. Maybe if there was a policy in place that was written out on the website, the wait staff, er, customer service would be able to read it and answer accordingly.
Ordered from Waltzingmouse stamps this month because of all the turmoil at PTI. Received the stamps Friday with a handwritten note of thanks for the order. Great service. I was sure glad I didn't like much at PTI this month because it made it easier not to order. Will visit my LSS - they carry lots of Spellbinders, Justrite, and TH. I can always do damage there.
PTI has swept all the shit under the rug in their forum. they think by pretending nothing is wrong it will go away. Well, we'll see with time. Makes me scratch my head and wonder why they waited so long. Nicole is flying around from thread to thread being so helpful, but what has really changed?
Read the comments section at Paperlicious. The problems for PTI aren't going to go away as they are making it appear. There are people who are unhappy who have probably never posted on PTI forum
Nichole announced that they won't even begin shipping orders until Tuesday? Why is that? Did they get SO many orders that they cannot handle them anymore?
In regards to the Simply You set, they did say they would start sending the replacement stamp in 4-6 weeks, and that was from the time the mistake was noticed. If it was noticed one week after the release, it's only been 3 weeks.
From the shipping notice thread Thats strange, I put in 2 orders on the 15th 1 @ 3 pm & 1 shortly after the release and the first one is marked "shipped"and the other one is not. I sure hope were looking at a reasonable time for our deliveries.
Of course you will have reasonable delivery times. There is nothing in PTI's past that would suggest otherwise. Certainly no lost pallets or communication issues.
Re: Attn Jen & Dave - my package is also lost... by djanuary » Sat Mar 17, 2012 11:44 am
Bumping for my friends... I saw that Miss T received personalized service from Nichole & Julie... hoping some of the other issues with missing packages on this thread could also be resolved.
I got a notice that my electronic shipping info was recieved by USPS, I know it could take several days from now for it to actually leave the warehouse, but at least my label was printed!
Hahahahaha! This makes me LOL! She's excited that her label was printed as if that makes it any closer to actually being shipped!
That was a good blog post - it gave me a different perspective to consider and weigh. I also read the comments.
After I read it, I questioned why I spend so much time vocalizing my PTI issues (as well as standing up for others who have also encountered issues). For me, it's because of my passion for this hobby and also the fact that I really, truly love PTI's products. Therefore, I want them to do better and be better.
I personally feel that if I am passionate about a company who is I know is passionate (at a minimum) about their products, then maybe my influence can help them be a better company. I don't doubt that this is "pie in the sky" thinking and maybe even a bit pretentious, but it's my glass is half full mentality.
Now, it's been obvious that a single person has not been able to change PTI, but a posse of us have them questioning their practices. And we're seeing some minor results. I don't think anyone can refute that. So, with that dangling carrot, I keep going.
I believe PTI has and will continue to ignore customer issues. The only way to get action with them (since they seem to have no intent on their own to fix issues) is to bring problems to the forum in great number and relentlessly. Wish it didn't have to be so but there it is.
^^^ Based on historical patterns, I think we're going to have to speak with our wallets first. Then they'll be forced to listen to our forum complaints.
Poor Ang! I'm sure she just wants to get her money and be done with it but there are so many obstacles in her path! Now she can't reply to Nichole's PM.
This is somewhat off-topic but I'd like to report that I placed on order with Ellen Hutson on 3/15 and I rec'd an email on 3/16 with a tracking number. I just checked and the tracking history shows it is out of delivery today...3/17. PTI could learn a shitload from these people!!!
Jenn put together a list of those that were still missing sets and they were cross-referenced with the shipping list from the last anniversary shipments. Those on the most current list had already been shipped to once (and in some cases twice) and it is not clear why the sets did not reach their final destination. Julie is at the warehouse as we speak shipping a second set to the folks still waiting, making it top priority for her day today. I sincerely apologize for the delay that you have had to experience. It was not fair to you to have to wait for this earned and well-deserved freebie
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
OK, I have a couple of comments about Nichole's post above. First of all, what do the tracking numbers for all those "lost" packages show? They have to show something, right? I know on USPS DC the number only shows you the zip the package is finally delivered to, but still, that is a lot of packages and they seem to be cagey and not saying a word about the final tracking disposition for all these supposedly lost packages.
Secondly, are people getting a tracking number for all these new packages? Again, I don't see it addressed anywhere. For a company that goes to ridiculous lengths to use priority mail and even insure packages this seems very remiss of them. Where are all the tracking numbers? What do they show?
And lastly, just love how she had to throw that "freebie" comment in there. :/
I always, always get Ellen Huston orders within 48 hours. My Waltzing Mouse orders average 6 days from EUROPE. Shipping notices from both of them typically arrive within 3 hours of ordering. Tracking numbers with them, btw. The only other slow company I deal with (but rarely) is My Favorite Things. They sent an email the other day saying that was being rectified with their next release. So what are they doing between the 15th and the 20th that keeps any orders from shipping (outside of the 2 weekend days and with their problems I think they should be working one weekend day)?
OK, I have a couple of comments about Nichole's post above. First of all, what do the tracking numbers for all those "lost" packages show? They have to show something, right?
It appears as though even now, Julie is not sending the overdue packages with any kind of tracking. I know of one Canadian order that is going via First Class and that does not come with a tracking option.I would guess that she is sending the overseas packages via the cheapest possible way.
I've been offline for a while but came back to find myself deleted from the forum. I guess the one question I asked (in, what, a couple of years) must have hit a nerve. Lucky for me I knew to come here for info (ironic, yes?) and found that I wasnt the only one to be "pruned". Thats some special attention from an IT dept with other things to do...
It has occurred to me that the cost of the stamps is actually less than shipping so they are willing to lose the stamps with cheap shipping and send again?
Just wanted to inform the poster who can't stand the way Maile is spelled is not because of cleverness or throwing phonics out the window. It's a Hawaiian name, so English rules do not apply.
The more I think about it and the more I read customer threads about shipping problems the more suspicious I get about the tracking number issue.
Now I've done a lot of shipping both domestic and international. When you print the label it automatically generates a number, whether it is the DC on USPS or the full tracking on UPS/FedEx. Then as the package gets scanned along its journey, that is the updates you see online about where your package is at. Sometimes with DC numbers, it only gets scanned at delivery, but whatever, it shows you something. The whole point is, EVERY priority and UPS package gets a number of some sort. WHY then, are so many customers complaining that they don't have one or can't get one out of PTI? This doesn't make sense.
So I suspect it is one of two possible things, 1. They are deliberately witholding the information from customers for some reason, i.e. they don't want customers tracking their packages, or 2. there are no numbers because there are no packages in some cases. And awful as reason 2 sounds, along with the other horrible things that have gone on, I wouldn't be at all surprized. But probably it is a combination of both 1 and 2. They are just that organizationally fucked up and customer unfriendly.
It appears as though even now, Julie is not sending the overdue packages with any kind of tracking. I know of one Canadian order that is going via First Class and that does not come with a tracking option.I would guess that she is sending the overseas packages via the cheapest possible way.
17 March 2012 12:20
^^^^^^^^^^^^^^^^^^^
OK, but it is only first class international and first class domestic letter than comes with absolutely no tracking option. So it only applies to a few cases. Whereas there are droves of customers including US that are complaining about not having access to any form of tracking on their packages.
And while I can see them sending the freebies and prizes by the cheapest option possible, they are charging an arm and a leg to send regular purchased items, so they darn better be sending them by the other services that they advertise they do. In other words, the vast majority of their packages going out SHOULD generate some form of tracking for their customers.
So was MissyC "pruned" or did she delete her own OP as suggested by Miss Sunshine? Do we know for sure. Just one more thing that makes you go "hmmmm...". Also, is it just me, or does anyone else feels Dawn's response on that thread was snarky? (A Serious Question thread)
Do each of you who post here have one PTI bad event that "turned" you so to speak? (To the dark side, hahaha). Or is it more an accumulation of things over time?
I must admit that in earlier days I read about CS problems with them with a bit of a jaded view from my encounters with customers over the years. I figured they just got unlucky with a particularly vocal but small band of difficult customers who were intent on being negative and making PTI pay. But the thing that turned me wasn't something that happened to me either, it was the Karen thing. Remember the Aussie gal that got fucked over when she had defective product?
I can remember reading what happened to her and my blood pressure just going up and up. I was so angry for her. That really turned me so much against them and honestly, I've never quite seen anything they've said or done in the same light since then. And once again, the Karen situation was such an easy fix for them, but they totally screwed the whole thing up and magnified a smallish problem into this big, massive, ugly PR nightmare. So dumb.
@1:18 for me personally it has been an accumulation of observations. Long time customers tend to see a pattern overtime that is very unsavory. We all *want* PTI to be what we originally believed it to be, but sadly its not. Mistakes are made by everyone, but its the resolution that shows what we're made of. Too many blatent lies have turned me off.
For me I turned gradually... Just watching how they resolved the problems with their customers and the tone with which they did ....no matter what they do now they have lost me as their customer... Now I see their efforts these past few days as trying to make things better only to sell product for this latest release...
For me, the problems started with the ink debacle (ergo my "name"). The inks were bad, they weren't bad, only some people thought they were bad, they still sold them.
Then I had a problem with a missing sentiment in a set. Then I had a problem getting a free set I won. That one went on for months. At first I was at fault because I waited the 6 weeks after submitting my chosen set and got yelled at for waiting 6 weeks to check (even though I was following the "you'll have your free set in 4 to 6 weeks" rule). Then another 4 weeks went by when they "forgot" to send me the set. And the snarky email I received from that basically said "ha ha, guess that slipped through the cracks." I did receive my set shortly after that.
For a long, long time, I thought these were random incidents that were only happening to me.
Over time, if a customer really observes the actions - and dismisses the promises - you can't help but wonder what is going on behind the scenes. At very best, and very optimistic, there is someone in charge who just doesnt make good decisions. ie: "we'll do everything to make sure you get your 2011 anniv sets" then sending them out w/o tracking??? Ummm... The whole crafting community is watching this issue and PTI still chooses to make poor decisions. At this rate, the ONLY info that would win me back is finding out that PTI is really a sheltered workshop and all employees really ARE retarded. I mean NO disrespect to the disabled either.
I agree with whoever said that they tried but couldn't like Clear and Simple Stamps. That website was not easy to use. I like their mushroom stamps but have a hard time finding them. Even using the search feature doesn't always work. I think they need better categories.
Too bad, since I too love what Amber does with her stuff.
Gradually. It is an accumulation of the various issues. The thing that always caught my attention was the tone of the replies from the PTI staff on the forum. They always sounded a bit terse, passive-aggressive, putting the blame on customer. But, if someone pointed that out, others rushed to defend, and I thought it was just my way of reading the replies.
My personal experiences with PTI have been adequate, but not outstanding. I got the wrong stamp set in one order. Meaning I'd ordered Set A and got Set B. Communicated the issue to Customer Service. It took the full extent of the 72 hours to get a response. It happened to fall near a holiday, so the actual time was 7 calendar days. I was expected to mail the set back and be reimbursed for postage and then they'd send the correct set. I ended up deciding to just keep the wrong set and that probably was a good move!
I last ordered in July. I've been waiting for the promised improvements noted in Nichole's (now removed) post to all customers. Many things in the past month have not improved my opinion. In particular, the mass e-mail delete didn't move them forward in my eyes and the entire poorly designed and tested web site situation.
I mean this with all due respect, but as someone "helped" by omathgodess, I ask that you please stop. I am sure that those of us with real issues know how to bump a thread. I know I do! I thought we were on the same side initially and appreciated the moral support. But it has become quite clear from reading your posts on here, the PTI forum, and SCS that we are not on the same side. I simply want my issue resolved, not the complete downfall of PTI. I do not appreciate being used as a pawn in your vendetta against PTI. Your constant bumping of threads, that do not really concern you anyway, is not going to get my anniversary sets sent to me any quicker. Or get anyone their refunds faster. In fact, it is just pouring salt on the wound.
Nevermind that the Hawaiian pronunciation of "Maile" is "Mail-uh" and that Maile has this right under her name on her blog: "Pronounced (My-lee Bells)."
Once again, the rules of phonics and the English (or Hawiian) language apply to you, no matter how cute or clever you might think you're naming your child.
There's a reason she's probably spent her entire life correcting people's pronunciation of her name - because her parents spelled that shit stupidly.
For me it was the Karen incident. When I first read Karen's post to Nichole I was so sure that once she was made aware of how badly she was treated, Nichole would be horrified and do the right thing. Instead Nichole sided with Julie which left me gobsmacked.
For me it was the Karen incident. When I first read Karen's post to Nichole I was so sure that once she was made aware of how badly she was treated, Nichole would be horrified and do the right thing. Instead Nichole sided with Julie which left me gobsmacked.
This could have been my exact post about when I stopped supporting PTI...
Dear anniversary set poster, I understand what you are saying. Most of us are on the side of helping the situation. I am not trying to bring PTI down. I have posted to threads resulting in them being bumped but not for the sole purpose of bumping them. Some of us are still hoping that somewhere along the line PTI will start to do the right thing.
Do each of you who post here have one PTI bad event that "turned" you so to speak? (To the dark side, hahaha). Or is it more an accumulation of things over time?
For me personally, I have only had one problem with CS and they never dealt with it properly. I can learn to accept that and get over it. When I see them do the same/similar things over and over and over again I get angry. The thing I want to speak up about the most is the 'unseen customer'. Customers on the forum can choose themselves if they want to post a message directly and follow up their own issue but SO MANY CUSTOMERS ARE NOT ON THE FORUM. They aren't given any information because it is not sent via email/on the blog or on the website. How do they know there was website issues and to send an email, jump twice and do the Hokey Pokey to fix their problem? SO they send an email to CS (if they can even find that info.) and it is deleted - how do they know that? PTI IS RIPPING IT'S CUSTOMERS OFF by not providing everybody with the same information. I am willing to be patient if I know there is A problem and they are fixing it but they continually have more and more problems because they ignore the old ones and just keep going. They address nothing.
They say they care about their customers and act in completely the opposite manner. They don't even admit when they have a problem and explain why.
SO what about all those customers that won't get the information? Their attitude is - screw them, they don't count because they don't make any noise.
I was "turned off" to PTI over time, little by little. I got in at the tail end of the initial ink issue. I think I realized just a few weeks before the send back deadline that there was a problem. I must not have been very active on the forum. Then there was an issue with being charged the wrong amount for a stamp set and PTI just charged my Paypal without notification or my authorization. There were things I read on the forum happening to other shoppers that I didn't think were being handled in the right way (CS issues) - made my blood boil. Lauren leaving in such an abrupt manner and now I find out she was treated badly. Nicole's condescending forum posts with passive aggressive overtones. The first time PTI attempted to launch a new store website during a release was a poor attempt and I couldn't believe the poor business decision, but they turned around and did the same thing a second time - stupid. The idea that people were not sent prizes and anniversary sets timely is unforgivable. It all adds up to - I'm done with them.
Thanks for letting me know that my "help" is not appreciated. I figured from the number of pms I have received from irate customers and the support I have had from people on here that I was helping keep the real issues in the spotlight.
For the record, I do not want the complete downfall of PTI. In fact, I would love it if PTI could turn things around. However, I would be surprised if this set of events, which seems longstanding, does not do some lasting damage to the company.
I will not feel personally responsible if things get works for PTI. But I do take some credit for making some things better. I believe that some of the most recent responses from PTI have been a direct response to bumping of the most serious threads on the forum by myself and other individuals.
I would appreciate it if you could send me a pm, so I know not to bump any threads where you have an issue.
Also, not all posts on this blog under my name have been posted by me.
It was an accumulation of things for me as well. I won a prize that was sent very slowly and was ultimately not correct when received (contained a set that was not part of the stated prize, from a previous release, which I already owned). Julie tried and tried to convince me that I should just keep the wrong set and call it good. I insisted on getting the set that I had actually won. She made it clear to me that I was a huge pain in the ass for insisting on getting it corrected. It took at least four or five months from the time I won the prize, but I did eventually get what I won. I bought all of almost all of the V1.0 inks, and every problem that was reported with them, I had. I ended up not bothering to send back the subset that they offered refunds on, due to the hassle factor. Then I started to buy the V2.0 inks. That stopped with the Hawaiian Shores debacle. I had one set with a manufacturing defect that I tried to get corrected, with no luck (a sentiment stamp was missing a letter at the edge - no "C" in Christmas makes a pretty worthless stamp, right?) So I had issues of my own piling up while I was reading the increasingly bad stories on the forum. I finally woke up, and now I'm finished. I truly hope that PTI can pull this out, but I'm not going to hold my breath. I won't try to bring them down (they're doing a good enough job of that on their own), but I'm not sending them customers any more, and I'm not giving them any more money.
It's a wonder to me you seem unwilling to be educated. Do you pronounce the French word bouquet with the "t" sound since that goes according to English phonics? The CORRECT pronunciation of the the Hawaiian name (which is a different language than English) is My-lee. That's what's inherent about a different language, our English rules DO NOT apply. Here are some links on the Hawaiian language and a link saying the correct pronunciation of the name, to show you I'm not just making it up. I'd be careful in throwing around insults at people when you are the ignorant one.
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90 comments:
FIRST (finally)!!!
2nd again !!!!
I am praying to every deity worshiped on this earth that Picture Frame Smashed Over the Head lady has a problem with her shipment. If there is a Santa Claus, I know my wish will be granted.
"To the DT members and everyone who has been in the forums the last few days keeping a positive attitude and making this an enjoyable place to visit once again. I am not suggesting problems be overlooked but it's just such a breath of fresh air to come here and enjoy PTI with others once again."
Puke!
from the previous post: The Cat's Meow stamps is actually thecraftsmeow.com
Not meaning to correct the previous poster, but I am checking out every new company I hear of these days.
From the last post, I have ordered from The Craft's Meow and had very good customer service. I emailed a question about an OOS set, got a quick response, placed an order, had prompt shipping. I will order from again.
Craft's Meow is excellent.
Just an FYI
Wplus9 will be releasing 6 stamp sets and 4 dies on April 5 with peeks beginning on the 1st.
Dawn W. has mentioned she is working on 2 new product lines. I suspect one may be cardstock. In one of her posts, she listed cardstock as "beta".
If you are looking for other stamp companies, this is another one that has excellent customer service and fast shipping.
OH yeah! It is the Craft's Meow. Thanks. I told you I get it mixed up with the Cat's Pajamas!
Glad to hear they have good service. I assume the quality of the stamps is good like PTI or Verve? Not crappy acrylic like MME or the dollar stamps?
Crafts Meow, WPlus9, and many of the other new companies have stamps that are equal in quality to PTI. What I am going to miss is the cardstock!
Yeah, I'm really trying to figure out what to do about my cardstock and ribbons and such. I just find that so many PTI things fit my style (whatever it is). But I just don't want to take the chance of getting burned.
my friend just posted this to FB and I thought it was funny:
"My friend told me I was delusional. I almost fell off my unicorn!"
LOL
What does everyone think about Clear & Simple stamps? Ever since I was mesmerized by that Damask blog someone posted, I am really digging their designs!
It looks like the forum was pruned today. Nichole's note from last November is gone, as well as Jenn's stickies in the Stamping Talk section.
I think Amber (Damask Love) could make a pile of poo look so amazing I'd want to buy the set it came from.
She and Maile are just so good at clean and simple that it's almost daunting.
(I freaking HATE the way she spells her name, though - the rules of phonics don't go out the window because your parents wanted to be clever. I always think "MAIL-EE" when I see her name.)
Naked Ink, you and 16:48 are talking about separate posts.
I think 16:48 is actually defending my post from the "another one just in case" thread at 9:44 and again when I kinda apologized on 11:49. I think anyway because she said "she kinda apologized", which I did.
She may have accidentally said 10:29 (#1) which is clearly not a regular poster and one time troll.
16 March 2012 17:37
yEAH, so sorry for the confusion peeps!! I was referring to the above poster. My bad. No, I'm not quite delusional, but I may be going blind :)
^^^ LOL. Thanks for clarifying!
I think after the barrage of forum & smack posts this week we are all going blind...
How is Maile pronounced?
Hmmm...I hate to say this, but I checked out the Clear & Simple Stamps website tonight and was not impressed.
http://www.clearandsimplestamps.com/store/pc/viewCategories.asp
I did not order anything, so I am not sure how that process would go. But there were broken links everywhere, the site was a bit hard to navigate for a newbie such as myself, and I could not find a clear picture of the DT. I was disappointed.
However, in an attempt to defend them, they look like a fairly new company. So perhaps with some positive feedback and constructive criticism it will get better?
23.09
I also thought Clear & Simply stamps was a little hard to navigate, but I did order from them eventually.
I am international and got my order very quickly and postage was very reasonable.
Their cardstock is nice. Just got a few sheets to start with. Lighter in weight to PTI but nice anyway.
Maile is pronounced like MILEY (as in Miley Cyrus)
It looks like the forum was pruned today. Nichole's note from last November is gone, as well as Jenn's stickies in the Stamping Talk section. (quoting Naked Ink at 20:45)
*snort* Not so surprising is it? Someone probably pointed out that all that flowery language in Nichole's post about taking all the concerns to heart and internalizing them didn't exactly match up with things like throwing out every customer's e-mail.
Also noted a customer posted a very angry entry about not being able to order
http://forum.papertreyink.com/forum/viewtopic.php?f=7&t=33486
and Betsy and Nichole came to the rescue and fixed it. Why was that one singled out for help? Will I have the same attention if mine doesn't work?
It seems like there are a lot of others who have expressed calm concern about issues (even those with repeated issues have stayed more calm than I would) and have not been helped?
Isn't it AMAZING how the DT and Nichole cane help people PLACE ORDERS but they can't fix anything else! HA
Yeah, they'll do anything to speed up the process of taking your money. Giving back your refunds, giving you anniversary sets you are owed, sending you replacements for defective goods, not so much.
What ever happened with the stamp missing from the Simply You set (aka the SASE incident)? It's been a month since that release. Shouldn't people be getting their replacements soon?
It is ridiculous that people have to dig through the forums to find out that they didn't get the 5% discount because it dropped them below the $70 free shipping thresh hold.
Even more ridiculous is that Dave answered emails saying that in fact the discount would be applied.
Maybe if there was a policy in place that was written out on the website, the wait staff, er, customer service would be able to read it and answer accordingly.
Ordered from Waltzingmouse stamps this month because of all the turmoil at PTI. Received the stamps Friday with a handwritten note of thanks for the order. Great service. I was sure glad I didn't like much at PTI this month because it made it easier not to order. Will visit my LSS - they carry lots of Spellbinders, Justrite, and TH. I can always do damage there.
PTI has swept all the shit under the rug in their forum. they think by pretending nothing is wrong it will go away. Well, we'll see with time. Makes me scratch my head and wonder why they waited so long. Nicole is flying around from thread to thread being so helpful, but what has really changed?
Good morning Omath. :-)
Read the comments section at Paperlicious. The problems for PTI aren't going to go away as they are making it appear. There are people who are unhappy who have probably never posted on PTI forum
http://paperlicious.typepad.com/paperlicious/2012/03/the-glass-half-full-and-papertrey-ink-and-nordstrom.html#comments
Nichole announced that they won't even begin shipping orders until Tuesday? Why is that? Did they get SO many orders that they cannot handle them anymore?
In regards to the Simply You set, they did say they would start sending the replacement stamp in 4-6 weeks, and that was from the time the mistake was noticed. If it was noticed one week after the release, it's only been 3 weeks.
Thanks, 7:42. I haven't followed it that closely so I couldn't remember when it happened.
From the shipping notice thread
Thats strange, I put in 2 orders on the 15th 1 @ 3 pm & 1 shortly after the release and the first one is marked "shipped"and the other one is not. I sure hope were looking at a reasonable time for our deliveries.
Of course you will have reasonable delivery times. There is nothing in PTI's past that would suggest otherwise. Certainly no lost pallets or communication issues.
(groan) Does PTI play favorites?
~~~~~~
Re: Attn Jen & Dave - my package is also lost...
by djanuary » Sat Mar 17, 2012 11:44 am
Bumping for my friends... I saw that Miss T received personalized service from Nichole & Julie... hoping some of the other issues with missing packages on this thread could also be resolved.
I got a notice that my electronic shipping info was recieved by USPS, I know it could take several days from now for it to actually leave the warehouse, but at least my label was printed!
Hahahahaha! This makes me LOL! She's excited that her label was printed as if that makes it any closer to actually being shipped!
@ 7:15 Re: Paperlicious comments
That was a good blog post - it gave me a different perspective to consider and weigh. I also read the comments.
After I read it, I questioned why I spend so much time vocalizing my PTI issues (as well as standing up for others who have also encountered issues). For me, it's because of my passion for this hobby and also the fact that I really, truly love PTI's products. Therefore, I want them to do better and be better.
I personally feel that if I am passionate about a company who is I know is passionate (at a minimum) about their products, then maybe my influence can help them be a better company. I don't doubt that this is "pie in the sky" thinking and maybe even a bit pretentious, but it's my glass is half full mentality.
Now, it's been obvious that a single person has not been able to change PTI, but a posse of us have them questioning their practices. And we're seeing some minor results. I don't think anyone can refute that. So, with that dangling carrot, I keep going.
Thanks for listening.
I believe PTI has and will continue to ignore customer issues. The only way to get action with them (since they seem to have no intent on their own to fix issues) is to bring problems to the forum in great number and relentlessly. Wish it didn't have to be so but there it is.
The loss of revenue may also get their attention.
^^^ Based on historical patterns, I think we're going to have to speak with our wallets first. Then they'll be forced to listen to our forum complaints.
But we are the bad guys. Nice.
Good news! Little miss T should have her new order in another month or 2. I can see why she is so happy with that resolution!
Poor Ang! I'm sure she just wants to get her money and be done with it but there are so many obstacles in her path! Now she can't reply to Nichole's PM.
Love Barbara's smileys to omath goddess in that post !!
I like Omathgoddess. She's a very nice sort of person and very deserving of smilies and sunshine.
:-D
I was trying to find the puking emoticon.... :)
Love you too, Barb!
This is somewhat off-topic but I'd like to report that I placed on order with Ellen Hutson on 3/15 and I rec'd an email on 3/16 with a tracking number. I just checked and the tracking history shows it is out of delivery today...3/17. PTI could learn a shitload from these people!!!
Only if they wanted to 11:54.....
Jenn put together a list of those that were still missing sets and they were cross-referenced with the shipping list from the last anniversary shipments. Those on the most current list had already been shipped to once (and in some cases twice) and it is not clear why the sets did not reach their final destination. Julie is at the warehouse as we speak shipping a second set to the folks still waiting, making it top priority for her day today. I sincerely apologize for the delay that you have had to experience. It was not fair to you to have to wait for this earned and well-deserved freebie
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
OK, I have a couple of comments about Nichole's post above. First of all, what do the tracking numbers for all those "lost" packages show? They have to show something, right? I know on USPS DC the number only shows you the zip the package is finally delivered to, but still, that is a lot of packages and they seem to be cagey and not saying a word about the final tracking disposition for all these supposedly lost packages.
Secondly, are people getting a tracking number for all these new packages? Again, I don't see it addressed anywhere. For a company that goes to ridiculous lengths to use priority mail and even insure packages this seems very remiss of them. Where are all the tracking numbers? What do they show?
And lastly, just love how she had to throw that "freebie" comment in there. :/
I always, always get Ellen Huston orders within 48 hours. My Waltzing Mouse orders average 6 days from EUROPE. Shipping notices from both of them typically arrive within 3 hours of ordering. Tracking numbers with them, btw. The only other slow company I deal with (but rarely) is My Favorite Things. They sent an email the other day saying that was being rectified with their next release. So what are they doing between the 15th and the 20th that keeps any orders from shipping (outside of the 2 weekend days and with their problems I think they should be working one weekend day)?
OK, I have a couple of comments about Nichole's post above. First of all, what do the tracking numbers for all those "lost" packages show? They have to show something, right?
It appears as though even now, Julie is not sending the overdue packages with any kind of tracking. I know of one Canadian order that is going via First Class and that does not come with a tracking option.I would guess that she is sending the overseas packages via the cheapest possible way.
I've been offline for a while but came back to find myself deleted from the forum. I guess the one question I asked (in, what, a couple of years) must have hit a nerve. Lucky for me I knew to come here for info (ironic, yes?) and found that I wasnt the only one to be "pruned". Thats some special attention from an IT dept with other things to do...
It has occurred to me that the cost of the stamps is actually less than shipping so they are willing to lose the stamps with cheap shipping and send again?
Just wanted to inform the poster who can't stand the way Maile is spelled is not because of cleverness or throwing phonics out the window. It's a Hawaiian name, so English rules do not apply.
The more I think about it and the more I read customer threads about shipping problems the more suspicious I get about the tracking number issue.
Now I've done a lot of shipping both domestic and international. When you print the label it automatically generates a number, whether it is the DC on USPS or the full tracking on UPS/FedEx. Then as the package gets scanned along its journey, that is the updates you see online about where your package is at. Sometimes with DC numbers, it only gets scanned at delivery, but whatever, it shows you something. The whole point is, EVERY priority and UPS package gets a number of some sort. WHY then, are so many customers complaining that they don't have one or can't get one out of PTI? This doesn't make sense.
So I suspect it is one of two possible things, 1. They are deliberately witholding the information from customers for some reason, i.e. they don't want customers tracking their packages, or 2. there are no numbers because there are no packages in some cases. And awful as reason 2 sounds, along with the other horrible things that have gone on, I wouldn't be at all surprized. But probably it is a combination of both 1 and 2. They are just that organizationally fucked up and customer unfriendly.
Oh...and since I can't post on the forum I will post this here: My LEAST favorite crafting snack is a heaping bowl of BS covered in sunshine.
It appears as though even now, Julie is not sending the overdue packages with any kind of tracking. I know of one Canadian order that is going via First Class and that does not come with a tracking option.I would guess that she is sending the overseas packages via the cheapest possible way.
17 March 2012 12:20
^^^^^^^^^^^^^^^^^^^
OK, but it is only first class international and first class domestic letter than comes with absolutely no tracking option. So it only applies to a few cases. Whereas there are droves of customers including US that are complaining about not having access to any form of tracking on their packages.
And while I can see them sending the freebies and prizes by the cheapest option possible, they are charging an arm and a leg to send regular purchased items, so they darn better be sending them by the other services that they advertise they do. In other words, the vast majority of their packages going out SHOULD generate some form of tracking for their customers.
So was MissyC "pruned" or did she delete her own OP as suggested by Miss Sunshine? Do we know for sure. Just one more thing that makes you go "hmmmm...". Also, is it just me, or does anyone else feels Dawn's response on that thread was snarky? (A Serious Question thread)
I was "pruned".
Disagree
Do each of you who post here have one PTI bad event that "turned" you so to speak? (To the dark side, hahaha). Or is it more an accumulation of things over time?
I must admit that in earlier days I read about CS problems with them with a bit of a jaded view from my encounters with customers over the years. I figured they just got unlucky with a particularly vocal but small band of difficult customers who were intent on being negative and making PTI pay. But the thing that turned me wasn't something that happened to me either, it was the Karen thing. Remember the Aussie gal that got fucked over when she had defective product?
I can remember reading what happened to her and my blood pressure just going up and up. I was so angry for her. That really turned me so much against them and honestly, I've never quite seen anything they've said or done in the same light since then. And once again, the Karen situation was such an easy fix for them, but they totally screwed the whole thing up and magnified a smallish problem into this big, massive, ugly PR nightmare. So dumb.
Hi MissyC, sorry to hear you got "pruned" but glad to see you here.
I guess "pruning" becomes the new euphemism for banned, silenced, decapitated, cut off at the knees etc
@1:18 for me personally it has been an accumulation of observations. Long time customers tend to see a pattern overtime that is very unsavory. We all *want* PTI to be what we originally believed it to be, but sadly its not. Mistakes are made by everyone, but its the resolution that shows what we're made of. Too many blatent lies have turned me off.
Thanks 1:22. I feel the love. I think "pruned" is the new "OFF WITH HER HEAD!"
Hmmm... That would make a nice stamp set.
For me I turned gradually... Just watching how they resolved the problems with their customers and the tone with which they did ....no matter what they do now they have lost me as their customer... Now I see their efforts these past few days as trying to make things better only to sell product for this latest release...
For me, the problems started with the ink debacle (ergo my "name"). The inks were bad, they weren't bad, only some people thought they were bad, they still sold them.
Then I had a problem with a missing sentiment in a set. Then I had a problem getting a free set I won. That one went on for months. At first I was at fault because I waited the 6 weeks after submitting my chosen set and got yelled at for waiting 6 weeks to check (even though I was following the "you'll have your free set in 4 to 6 weeks" rule). Then another 4 weeks went by when they "forgot" to send me the set. And the snarky email I received from that basically said "ha ha, guess that slipped through the cracks." I did receive my set shortly after that.
For a long, long time, I thought these were random incidents that were only happening to me.
Over time, if a customer really observes the actions - and dismisses the promises - you can't help but wonder what is going on behind the scenes. At very best, and very optimistic, there is someone in charge who just doesnt make good decisions. ie: "we'll do everything to make sure you get your 2011 anniv sets" then sending them out w/o tracking??? Ummm... The whole crafting community is watching this issue and PTI still chooses to make poor decisions. At this rate, the ONLY info that would win me back is finding out that PTI is really a sheltered workshop and all employees really ARE retarded. I mean NO disrespect to the disabled either.
I agree with whoever said that they tried but couldn't like Clear and Simple Stamps. That website was not easy to use. I like their mushroom stamps but have a hard time finding them. Even using the search feature doesn't always work. I think they need better categories.
Too bad, since I too love what Amber does with her stuff.
Gradually. It is an accumulation of the various issues. The thing that always caught my attention was the tone of the replies from the PTI staff on the forum. They always sounded a bit terse, passive-aggressive, putting the blame on customer. But, if someone pointed that out, others rushed to defend, and I thought it was just my way of reading the replies.
My personal experiences with PTI have been adequate, but not outstanding. I got the wrong stamp set in one order. Meaning I'd ordered Set A and got Set B. Communicated the issue to Customer Service. It took the full extent of the 72 hours to get a response. It happened to fall near a holiday, so the actual time was 7 calendar days. I was expected to mail the set back and be reimbursed for postage and then they'd send the correct set. I ended up deciding to just keep the wrong set and that probably was a good move!
I last ordered in July. I've been waiting for the promised improvements noted in Nichole's (now removed) post to all customers. Many things in the past month have not improved my opinion. In particular, the mass e-mail delete didn't move them forward in my eyes and the entire poorly designed and tested web site situation.
I mean this with all due respect, but as someone "helped" by omathgodess, I ask that you please stop. I am sure that those of us with real issues know how to bump a thread. I know I do! I thought we were on the same side initially and appreciated the moral support. But it has become quite clear from reading your posts on here, the PTI forum, and SCS that we are not on the same side. I simply want my issue resolved, not the complete downfall of PTI. I do not appreciate being used as a pawn in your vendetta against PTI. Your constant bumping of threads, that do not really concern you anyway, is not going to get my anniversary sets sent to me any quicker. Or get anyone their refunds faster. In fact, it is just pouring salt on the wound.
Um, sure, 12:38.
Nevermind that the Hawaiian pronunciation of "Maile" is "Mail-uh" and that Maile has this right under her name on her blog: "Pronounced (My-lee Bells)."
Once again, the rules of phonics and the English (or Hawiian) language apply to you, no matter how cute or clever you might think you're naming your child.
There's a reason she's probably spent her entire life correcting people's pronunciation of her name - because her parents spelled that shit stupidly.
For me it was the Karen incident. When I first read Karen's post to Nichole I was so sure that once she was made aware of how badly she was treated, Nichole would be horrified and do the right thing. Instead Nichole sided with Julie which left me gobsmacked.
Two of a kind I guess. Hard to beat that pair!! That whole incident with Karen was really somethin'
For me it was the Karen incident. When I first read Karen's post to Nichole I was so sure that once she was made aware of how badly she was treated, Nichole would be horrified and do the right thing. Instead Nichole sided with Julie which left me gobsmacked.
This could have been my exact post about when I stopped supporting PTI...
Dear anniversary set poster,
I understand what you are saying.
Most of us are on the side of helping the situation.
I am not trying to bring PTI down.
I have posted to threads resulting in them being bumped but not for the sole purpose of bumping them.
Some of us are still hoping that somewhere along the line PTI will start to do the right thing.
Do each of you who post here have one PTI bad event that "turned" you so to speak? (To the dark side, hahaha). Or is it more an accumulation of things over time?
For me personally, I have only had one problem with CS and they never dealt with it properly. I can learn to accept that and get over it.
When I see them do the same/similar things over and over and over again I get angry.
The thing I want to speak up about the most is the 'unseen customer'. Customers on the forum can choose themselves if they want to post a message directly and follow up their own issue but SO MANY CUSTOMERS ARE NOT ON THE FORUM. They aren't given any information because it is not sent via email/on the blog or on the website. How do they know there was website issues and to send an email, jump twice and do the Hokey Pokey to fix their problem? SO they send an email to CS (if they can even find that info.) and it is deleted - how do they know that?
PTI IS RIPPING IT'S CUSTOMERS OFF by not providing everybody with the same information.
I am willing to be patient if I know there is A problem and they are fixing it but they continually have more and more problems because they ignore the old ones and just keep going. They address nothing.
They say they care about their customers and act in completely the opposite manner. They don't even admit when they have a problem and explain why.
SO what about all those customers that won't get the information? Their attitude is - screw them, they don't count because they don't make any noise.
Anniversary set person- were you talking to omathgoddess specifically or to all people that are trying to help?
I was "turned off" to PTI over time, little by little. I got in at the tail end of the initial ink issue. I think I realized just a few weeks before the send back deadline that there was a problem. I must not have been very active on the forum. Then there was an issue with being charged the wrong amount for a stamp set and PTI just charged my Paypal without notification or my authorization. There were things I read on the forum happening to other shoppers that I didn't think were being handled in the right way (CS issues) - made my blood boil. Lauren leaving in such an abrupt manner and now I find out she was treated badly. Nicole's condescending forum posts with passive aggressive overtones. The first time PTI attempted to launch a new store website during a release was a poor attempt and I couldn't believe the poor business decision, but they turned around and did the same thing a second time - stupid. The idea that people were not sent prizes and anniversary sets timely is unforgivable. It all adds up to - I'm done with them.
Thanks for letting me know that my "help" is not appreciated. I figured from the number of pms I have received from irate customers and the support I have had from people on here that I was helping keep the real issues in the spotlight.
For the record, I do not want the complete downfall of PTI. In fact, I would love it if PTI could turn things around. However, I would be surprised if this set of events, which seems longstanding, does not do some lasting damage to the company.
I will not feel personally responsible if things get works for PTI. But I do take some credit for making some things better. I believe that some of the most recent responses from PTI have been a direct response to bumping of the most serious threads on the forum by myself and other individuals.
I would appreciate it if you could send me a pm, so I know not to bump any threads where you have an issue.
Also, not all posts on this blog under my name have been posted by me.
*worse
I agree, there are those of us that can help ourselves in this manner without you and Barbara and your personal vendettas.
Wow......full of ourselves much?
It was an accumulation of things for me as well. I won a prize that was sent very slowly and was ultimately not correct when received (contained a set that was not part of the stated prize, from a previous release, which I already owned). Julie tried and tried to convince me that I should just keep the wrong set and call it good. I insisted on getting the set that I had actually won. She made it clear to me that I was a huge pain in the ass for insisting on getting it corrected. It took at least four or five months from the time I won the prize, but I did eventually get what I won. I bought all of almost all of the V1.0 inks, and every problem that was reported with them, I had. I ended up not bothering to send back the subset that they offered refunds on, due to the hassle factor. Then I started to buy the V2.0 inks. That stopped with the Hawaiian Shores debacle. I had one set with a manufacturing defect that I tried to get corrected, with no luck (a sentiment stamp was missing a letter at the edge - no "C" in Christmas makes a pretty worthless stamp, right?) So I had issues of my own piling up while I was reading the increasingly bad stories on the forum. I finally woke up, and now I'm finished. I truly hope that PTI can pull this out, but I'm not going to hold my breath. I won't try to bring them down (they're doing a good enough job of that on their own), but I'm not sending them customers any more, and I'm not giving them any more money.
15:06
It's a wonder to me you seem unwilling to be educated. Do you pronounce the French word bouquet with the "t" sound since that goes according to English phonics? The CORRECT pronunciation of the the Hawaiian name (which is a different language than English) is My-lee. That's what's inherent about a different language, our English rules DO NOT apply. Here are some links on the Hawaiian language and a link saying the correct pronunciation of the name, to show you I'm not just making it up. I'd be careful in throwing around insults at people when you are the ignorant one.
http://www.pronouncenames.com/pronounce/maile
http://www.hisurf.com/hawaiian/pronounce.html
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