Paper Source

ust want your money. I paid for express proofing and shipping and did not get my envelopes. I called on a Tuesday and they said they would be shipping the next day. This did not happen. I called back again that Wednesday, was told they were not shipping until Friday, then it was also a holiday weekend, so I would not receive my order until the following Tuesday. No offer of any sort of refund since I paid for express services that did not happen, next day air delivery that also did not happen, and no offer of Saturday delivery instead of them arriving a week later. I work in customer service and always try to make things right at no charge, expedite the order, offer discount for future purchases. Every person I talked to when dialing their customer service line was very very rude and just inappropriate, their tone of voice was condescending and unprofessional. I was hung up on THREE TIMES by the customer service team after sitting on hold for 30+ minutes, just an incredible tactic. When they asked who was calling and I said my name, they would hang up because they knew I was calling with issues. The hours the gentleman I was working with were outrageous, seemed like he only was in the office for 10 minutes a day and if I did not catch him, I would have to wait until the next day for any sort of answer. As if planning a wedding isn't stressful enough, this company and customer service teams makes it 100 times worse.

as I never get a response until Tuesday... At least a week... If not weeks late. Long story short, my invitations didn't come in until barely 2 weeks before the wedding. But helpful. Even though based on their timeline online I should have gotten everything at least a month earlier. The RSVPs are useless. My ETSY invites that are BILINGUAL came in weeks before theirs even though I ordered them much later AND there was a WINTER STORM. I got a letterpress invite and it's quality and thickness is maybe like their greeting cards. Do yourself a favor go ANYWHERE else. Due to the pandemic I had to do things online. I should've just gone with minted. My sister went there.Their cardstock is better , their editing tool is not nearly as glitchy. And they actually have customer service and are prompt. Stay FAR AWAY! I HONESTLY don't understand why the knot gives them 4 stars. Apparently this seems to be their m.o.

at a horrible experience I have had with customer service at the paper source. I originally bought my wedding invitations in February 2020 for my wedding in June of 2020. As we all know covid hit in March of 2020 and I was forced to postpone. In December of 2020 I planned for a new wedding date of May 2021. I contacted the paper source to reprint new invitations and was told I would need to pay again. Let me start by saying as a company you all should be disgusted with yourselves asking people to pay again. This was an unprecedented event that no one knew could ever happen. No one asks to postpone their wedding. Plus I already paid $500 plus dollars and could not afford to give another $300 just to change the date and venue on the invitations. I was told by a representative in December 2020 I could get them reprinted for free. For reference please see email request 194141. Then, for 3 MONTHS I was never contacted again about this and my emails were deliberately ignored. Once I got in contact with someone I was told on March 8th that I would have expedited shipping and they would be sent to me in one week. Fast forward to now, 2 weeks later and my invitations were sent to a girl in Michigan. The paper source is an absolute disgrace. I was treated awfully by representatives like this was my fault and my problem to deal with. COVID has ruined the happiest day of a brides life and you all made it that much worse. I deserve every penny of that $500 back, this experience has been hell with you all. You all charge a hell of a lot of money to be treating people this way and messing around with an important event such as a wedding. It shouldn’t matter that you printed those invitations for free. PAPER SOURCE sent them to the completely wrong person. You all have caused a lot of unneeded stress and I will NEVER be shopping with you all again.

essed, I placed another. Shortly after, I received two order confirmations. I emailed Paper Source's customer service department with both confirmations and was (not so promptly) told that I in fact did NOT place two orders. So, I then received TWO orders in the mail. One of the packages was soaking wet (which I totally understand was not Paper Source's fault) leaving the product inside wet, warped, and unusable. Not only was I annoyed that I received two orders when I tried to avoid this situation, but the quality was subpar. The addresses were illegible, and grainy. I again emailed their customer service department, explained the situation, and asked for a refund. Not only did they REFUSE to refund me, they took forever to respond. After going back and forth several times, I asked to get in touch with the manager. I was told I could not speak to a manager, and that a refund would not be processed. So I threw away the labels. Two days later, I was told I could return the labels for a refund... I spent nearly $60 on something I ended up throwing in the trash. I am honestly appalled at the level of service provided. As someone who has worked in the customer service industry for 14 years, I cannot fathom how they think treating their customers like this is okay. I never once received an apology, or any sort of offer to make this right. I would never, ever treat my customers like this.

he person who signed for it (which I had already done!).

s on June 1, 2020. I have been trying to reach one since March (I have been very patient with COVID too). If you want to order from Paper Source skip the store and do it yourself directly on line with a discount code. The store did not step in to help me with the plant at all. Lindsey (Paper Source) Jun 1, 2020, 5:28:35 PM CDT Yes, I will go ahead and request a supervisor to return the call back. Thank you, Lindsey M. Paper Source, Inc 888.727.3711 Do Something Creative Every Day! I ordered at the end of Feb and went into the store to see the product and went through someone there. I was told once the order was placed I would receive an email to go online and then would order my envelopes on line. I rec’d a call from the plant that what the store told me could not be done so I had to pay an additional $50 at that point. I never rec’d an email regarding my envelopes so I called the store. I finally had to go in again since the envelope they suggested were no longer being used. I asked the store if there was any type of discount I could get because there were all sorts of codes online when I went on there and I was required to take a vacation day to get the envelopes straightened out. Joy said she would talk to the manager at the plant and get back to me (nothing). I also talked to the store manager about being frustrated and she said I had to talk to the plant. So basically, going into the store gave me no help and cost me a discount. I started calling management at the 800 number shortly after and have talked to Vince several times. He has relayed my name and number and realized the store had overcharged me and got me a credit. One lady had me on hold for 30 minutes only to tell me that I had already rec’d a credit and I explained that wasn’t a discount code that was their error. She promised a call from a manager. I have talked to Lindsey several times and she said the order wasn’t placed on line. The envelope piece was done online. All I am asking is for a call from management to discuss my frustration and get a discount honored that was sent by Crate & Barrel for registering. I sent the email with the code and they said not valid. They should honor it just for goodwill seeing I have been calling for months. Very frustrating- I would recommend Minted before I would use Paper Source again. Curtis (or any manager that is working) I am still hoping for that call!

d as 1171. What's odd is that the order was submitted with the correct mailing address. While I understand that this was a mistake on the order entry, it just seems unreasonable for a company to not review orders and possibly check for mistakes. I contacted customer service in hopes of them having some sympathy considering this was a gift and you would think that it being such a small dollar amount and the fact that they would and should have caught a small error but no support or sympathy whatsoever. They did state that they do not review ANY order as everything goes straight to production after you click submit. They are just middlemen. Will NEVER use and will NEVER recommend to anyone. This is why Amazon is thriving.

ollowing up regarding status. I received excuses. -The local store told me to contact customer service. Isn't this a service they need to provide if they realize they are not delivering? -COVID hit, and they confirmed they would send everything to me. They sent it to the store and told me it was my issue to solve. This took multiple emails to customer service to resolve. -The proofs came back twice with errors. They made the same ones more than once. -I reached out to customer service at the end of this process multiple times and no one got back to me. -I constantly received excuses and it felt like it was my problem to deal with. Where is the ease and customer service in that? -I was told for my trouble I would received a custom mail stamp with our return address. Do you think o ever received that? -It took almost 2 months from the order I placed prior to COVID to arrive. -No apologies from Corporate. -My local contact initially tried to assist but after having g to follow-up with her on status, I felt very much on my own. For me to have to keep asking for status updates, for telling me I need to contact headquarters because she is getting nowhere and for the stream of excuses, it was and remains to be unprofessional.

ce, but then again another business ruin by cooperate that doesn't know how to run a business. fast track with late delays should of been 8 days thats how long i was giving them i was being really clam i understood yeah it could be late. Really 16 days later fast track 5 days 11 days how far can you guys be delayed you guys suck just close business

hey provide. I ordered Fast Track invitations and overnight shipping on 12/12. They were supposed to arrive within 7 days. It is 12/27 and I still have no invitations and apparently there is a "team" that has to approve reprints so I likely will not have invitations for another week. I called several times to inquire about my order and was promised calls back that I never received, placed on hold for 15 minutes on at least 2 different occasions and dropped from the queue 3 times. I can't tell if they're understaffed, undertrained or just don't care. Regardless of which one it is, it led to a terrible customer experience.

ue to a file reprint." I didn't submit any changes so I don't know what caused the delay. After picking up my invites I discovered that my order was short by 20 envelopes causing yet another delay which is now causing my invites to go out late. I also had my invites shipped to the store and was never contacted that they had arrived. The only reason I knew they were delivered was because I happened to check the tracking number. Customer service doesn't even seem to care. There was not an apology to be heard. I definitely won't be using them again and won't be recommending them to anyone.

nce the order was placed it took roughly two weeks for a shipment notification to occur. The original delivery never arrived and was lost in the mail (courier = Fed Ex). The delivery was disputed and Paper Source customer service directed us to the reprint team. The reprint team failed to notice our return card envelopes were missing from the order. The order was rushed to print and delivered in 1 week, however only one tracking number was given for two packages - each arriving on different days. What should have been a simple process ended up being a game of phone tag with Fed Ex and Paper Source trying to figure out the whereabouts of our complete order. Once we secured the order in full we noticed the return card envelopes were missing. The customer service representative again tried to direct us to the reprint team which never reached out. Then when called a second time, informed us that the only way to order the envelopes was to order the return cards (so why were they not on our original order). The order was supposed to rush to print, but never occurred. I contacted the customer service team member Jackie numerous days trying to get a hold of management and rush our order. Jackie was very sincere on the phone but was never able to get us in touch with management and neglected to have our envelope order rushed to print. The time frame is as follows: original order 5/2/19, original delivery 5/19/19 - missing, second delvivey 5/30-5/31/19, envelopes - never delivered; ceased contact with company and cancelled order 6/10/19. I would not recommend using the online Paper Source as a source for your wedding invitations. Too many logistical issues and delivery problems.

catch the errors is on you. I asked for verbal confirmation on my fonts, which I got - and then the prints came and the fonts were wrong anyway. They would not reprint for me. Offered a 10% discount instead. Everyone was polite during this but I'd rather have them be good at their jobs than polite.

. Both were pending, which is normally fine, but each pending charge was for a different amounts. After I called customer service they weren't really able to explain, but the matter was eventually settled with 1 final charge. Fast forward to wedding invitations, I was excited to visit our local Papersource Wedding Shop to pick out invitations. Sadly, it was a total cluster. After reviewing each page of available invitations, we settled on a designed we liked with digital printing, velum and upgraded liners. We were quoted approximately $1000 which we were prepared for. However, apparently there is a new "streamlined" (lol) ordering process, where I had to submit the order for the envelopes/ liners separately online and then place the rest of the invitation order with the store. At this point, we are not thrilled but determined to see this through. However again, there were some issues. First, I couldn't upload the new contact list (some names and addresses have changed) since ordering the save the dates. After the Manager confirmed that she would email the new list on the back-end, which was unnerving, we proceeded. Second, the liners we wanted and that were displayed as an option weren't available online. Again, the Manager assured us that she would email this on the back-end. At the end of the day we proceeded with the 2 transactions (1 for envelopes, addressing, liners and 1 for the invites). However the next day the third issue, I get an email from the ordering department that the specific liners we wanted weren't available with the envelope and addressing. Even though this was an option provided in the store and confirmed by the Manager. Why would they be assembled as an option, if they weren't really an option? They said if we wanted the liners and addressing, they would need to come un-assembled and would cost an additional $100. At this point, due to the price and issues, we canceled the order. We were assured our cards would be refunded and we wouldn't be charged unless the ordered shipped. Guess what, despite cancelling the order the envelopes shipped and our card was charged. However, at the end they were able to credit all transactions after much back and forth during the entire process. I don't normally write bad reviews, but I really think that brides should be aware of Papersource and their issues. If you choose them, proceed with caution!

ance" two full months after my original order, which I find unprofessional, confusing, and inconvenient. Would not use again.

I would have never ordered from Paper Source. Same as many here, I sat down to discuss our ideas with in in store rep (mine was at the Mass Ave location in Boston). She was painfully awkward to work with, but the longer we were there, the more I felt we had invested, and by the end of a two hour session, when we were told to pay up front, I had a bad feeling but had just spent two hours making decisions and decided to pull the trigger. For 50 very simple invitations and addressed envelopes it was going to be $450 - ok! But wait... oops, they made a mistake, it's actually $610. That's fine, we'll leave the envelopes off and just address them ourselves to stay at our budget. I read in the contract that this price was not necessarily final, but our rep had itemized every single thing out for us, so I ignored that second bad feeling. Paid. Well, you can probably guess... I got an email a week later saying that there was another mistake and we had underpaid $60.20 which I would have to call to pay before the order could move forward. I had to email back for more information to verify what exactly had been left off the order, and when I found out it was the only pop of color that kept it from just being a plain white piece of paper, I decided to just suck it up and pay. Customer Service rep #1 said she couldn't help and i'd have to call back to speak to specifically the person who had emailed me. Luckily I decided to just try one more time, just in case, and rep #2 was perfectly fine helping me... he told me I owed $61.50. Now, $1.30 extra, no big deal at all monetarily, but at this point I just wanted to know why the email and the price I was now being quoted were different! The answer? Melissa told me and she's the one that does these... Well, here I am. I asked when I would have a proof now that the order is back on track, and they told me definitely tomorrow. The only thing is that now i have read all these reviews... too late. So, i'm certainly not holding my breath for tomorrow. At this point I just truly hope I get them in the next month so I can send them out. If YOU are not a sucker though, and you are reading the reviews ahead of time, Don't Waste Your Time!!! I got my Save the Dates from Vista Print and they were great... I don't know why I didn't just use them. I guess I thought making the invitations in person would be more reliable, but certainly not here.

or modify an item once ordered; you have to start over. Also, you can't message them online, so I had no idea when my order was going to ship. I had to call them and the person answering the phone wasn't the best representative, she gave me the feeling I was interrupting her day. The item I ordered was of good quality. But I will order from Minted.com, zazzle.com or Etsy.com in the future because using their website.

a coupon but just loved them too much not to use them.

damaged simians that they have filling the orders over there, but they need to teach them to count.

to get the wording and formatting correct before printing were so helpful. Everything was done correctly the first time, and when our order arrived it was exactly as expected! Ordered and shipped in a timely manner. No complaints!

experience. We were given many samples to look at and thumb through. There was no rush nor any hovering as we made our decisions. We felt comfortable asking questions and the information was clearly given so we felt both informed and confident in our decisions. The friendliness and professionalism was what made our experience so great!

ride by the company. We paid over $1,000 for invites and addressed envelopes only to be left without envelopes for a month and NO ANSWERS from anyone on the “west coast” about what happened and why. We received them after about 8 phone calls (never once getting a manager because they are “always in a meeting and will call you as soon as out”). One month late, with DIFFERENT FONT COLOR than the rsvps and no apology. I have called the last three days and I have been told all three days that Nichole or Vince would call me back. I am so sad as I have given them so many chances to just acknowledge the problem. We did use minted.com for our save the dates and will use them for the rest of our wedding supplies.

didn't match the proof they put together and I approved. Also, the quality of their printing varies depending from which warehouse you receive shipment - my Forest Park, IL order looked like something someone printed at home when compared to my order shipped out of Billerica, MA. You also don't receive any sort of shipping notification - orders just randomly show up or don't - it all depends on how lucky or not you are. Customer service was not helpful at all (different instructions on how to get things fixed, different excuses, kept me in the dark until I pleaded for updates multiple times) but my store rep was super sweet and really tried to help. In the end, after way too many errors and calls to customer service, I asked for a refund. To be honest, I won't even buy a greeting card at Paper Source anymore. For brides, I would say either go with a trusted stationery artist or a site like minted. Don't waste your time (and sanity) with Paper Source.

e regional manager before anyone would answer the phone. After WEEKS of nothing we ended up with a PDF of our invitation to take to kinkos and print ourselves! Ludicrous

tative confirmed would be the case if I paid the extra money. Didn't arrive on her birthday, didn't arrive the next day, no tracking number as the previous number just shows that the delivery has been cancelled (but representative told me that is the default message if delivery details have been altered). Representative trying to help but you can tell she can't because it seems the warehouse has no organization system what-so-ever (they sent her the old tracking number for my package when she followed up). Asking for the difference between standard & express shipping back since package did not arrive on time or near on time or have any record of its where abouts. Representative seems understanding and will probably give the money back but who knows.

equest them in the notes field. They didn't catch it. Called to add them, and were told they'd been added, but they didn't show up with the rest of the order. Multiple email and phone inquiries in the past weeks have yielded different, often conflicting answers from confused reps. Last week via email I was told the liners would ship this week. It's Friday, and nothing. Today I waited on hold for 50 minutes to talk to a rep, only to have her say she didn't see them on my order. Put me on hold, and 10 minutes later hung up. It has been an insane comedy of errors and I will never order from Paper Source again.

h the corporate customer service and custom print office has been truly incomprehensible. They do not know their products and what they are able to produce, are very poor and slow to respond to questions, and generally lack any urgency to resolve issues. Most recently, our order for printed envelopes arrived completely blank without any addresses printed on them. I am not optimistic that they'll get our actual invitations right. I have no idea what is going on with Paper Source, but their wedding print business won't be around for much longer if they do not address their internal organizational incompetence.

lly soon and we need to let our guests know the details. Currently, I'm sitting here with a pile of envelopes with no ETA for when the invites will be printed or shipped. I want a refund! I could have gotten my cards printed at the local copy store weeks ago.

e better than Paper Source. Incorrect quote for our invites, late proofs, ‘lost’ addressed envelopes?, and most recently, not enough RSVP cards. Could never get a manager on the phone. Rude custom service with empty promises.

o nice and took the time to help us pick out and order our invitations. After ordering, I worked with Diego as a typesetter who was extremely patient with me, and very kind when I ended up going back to our original plan after changing my mind a thousand times. We received our invitations and they were BEAUTIFUL!! We couldn't be happier. There was a slight problem as we were told we would recieve ribbon, but we didn't get any in our box. I called customer service and they said they would call the store and find out what happened, as the custom printing department does not carry ribbon. I was a bit worried, but the next day I received a call from Frankie at the store who said he himself found the ribbon and cut 140 pieces of it for our invitations so we wouldn't have to! Overall, I was very happy with the customer service I received both at the store and at the corporate level! I highly recommend!

g must have happened to my order and promised a proof the next day. It took them three more days to get me a proof. In total it took 24 days to fulfill my order of just 40 invitations! The only thing they did to compensate was upgrade to next day shipping. When I received them, they were curled so bad that they didn’t lay flat in the envelopes! I’m so pissed. Never ordering from them again!

nly to be kicked off the line or put through to a busy signal. Frustrated, I emailed them, with a response in 48 hours. Finally received our photo invitations to find the photos were printed very dark. So, after multiple emails days apart, they said that the type of paper absorbs the ink and photos would appear 50% darker (NONE of which is mentioned on the website during proofing). They offered a discount on a reprint, which they recommended I change the lighting on our photo FIRST and check it myself, then they would reprint. if they had mentioned this on the website, or if their vendors/printers did this automatically to ensure a quality print, this could have all been avoided!!! Now, after expressing my disdain for this "resolution," I have not heard anything back. I am only thankful that we chose to send the majority of our invitations electronically - otherwise we would be stuck with no invitations sent out on time, and a huge added cost! STAY AWAY.

Then when the card seemed done, I went to add the saved card to my cart, and none of the photos would display when I previewed it again to be sure. Finally, after rebooting my computer and starting over 3 times, I was able to get the design with the photos. I emailed the company multiple times and only got one automatic response. Today the cards arrived. 3 of the 6 pictures are missing on the card and have blank spaces (see attached). I went online to look at the card saved in my files and the pictures are there. I called their customer service. The first time I called, I was customer #25 in line but when I got to #18 they dropped my call after 20 minutes on hold. I called again later. I was caller #10 and was dropped after 10 minutes. I am now on hold again, caller #15 and it has been 16 minutes already and I only moved to caller #12. I did not lose the calls because I have my phone on speaker and a table not touching anything (I am not holding the phone). They dropped my call, probably on purpose. DO NOT use this company.

for the mistake, you'll have the rest of the cards next week." Then, 3 days later, was called by Paper Source to be informed that my order was canceled due to their mistake on the website (they had written "set of 10 letterpress cards" in a description for a single card). I asked to speak to a manager who just reiterated that they made a mistake and canceled my order. After becoming upset over the phone, I was offered 10% off if I wanted to buy more of the cards, but then was told the product wasn't even available... So I asked to return the 4 single cards and was told "we can send you a prepaid return slip this time, but it's not something we usually do..." When you've messed up an order so completely badly, how about you don't give your customer a hard time about wanting to return said order. I've overpaid for Paper Sources products for the last time!

not one designated person that will make an appt. with you to sit down uninterrupted to plan your invites. If a customer comes in, your sales person works with them while you sit. Very annoying. The selection is quite limited. The quality is quite average. You place an order and pay IN FULL before you see proofs. We had reached this point when we were told the specific style of print we wanted (thermography) was not available for the paper we chose. Bummer. If you made changes, you pay another fee before you get to see a proof. The proof is emailed to you by a typesetter that you never meet or speak with and changes are all made via email. it is IMPOSSIBLE to speak to the typesetter. email only. crazy frustrating. They encourage you to to most work yourself. On their site you can personalize and design your invite which sounds great but you spend hours doing something most stationary stores do for you. not worth the time. plus the end result is mediocre AND the pricing is not even cheaper than many. Id use a full service local retailer or saved a bundle and used one of the popular online services if you're going to do that much work yourself. Ordered rehearsal invites that way and they turned out much much nicer for a fraction of the cost. Photo save the dates were average as well. not awesome paper quality, looked homemade. Very disappointed and would strongly encourage others to go elsewhere. The staff is nice, but they're there to serve customers not do special orders. The disconnect between store staff, customer, typesetter is always present. You end up working way too hard and worrying way to much. Find another reputable vendor. One Star. Never again.

as patient and helpful through several revisions. Our invitations turned out beautifully and were just what I had imagined. PaperSource may be a bit more expensive invitation option, but in my opinion the assistance they provide and the quality of the finished product makes it worthwhile. I am very pleased with our invitations!

ons and different options to make your selection affordable for your budget.

THE ORDER!!! So now it is about 2 months before the wedding and I do not have wedding invitations. The only thing Paper Source has offered was an alternative invitation that we didn't want but that can be printed faster and at a 25% discount, but will still be delivered late. Do NOT use this company!!!

t helped us prep for catering at the reception. Good value and we got lots of compliments. I was happy enough to order thank yous and buy supplies for place cards. Highly recommend.

ixup, the service was good.