Business ProfileforIvory Paper Co

BBB files indicate this business has a pattern of complaints from consumers alleging delivery issues and unsatisfactory customer service. Specifically, consumers say they have not received merchandise for which they have paid, and calls and requests for assistance go unanswered, and they cannot get refunds. BBB wrote to the business on September 2, 2020 requesting their voluntary cooperation in resolving the underlying cause for the complaints.

The Ivory Paper Co responded on September 3, 2020 apologized for the delays due inpart to the unanticipated success of the busienss and growing pains. She further said she was taking the following steps to resolve the issues:

a. Hired production employees
b. Hired customer service rep and added a customer service system. (hiring more based on need) 
c. Ordered 2 printers that are rated to handle 50 times the amount of prints as the printers that broke down. Both printers will be in operation this month. Main cause for current delay. 
d. Ordered a machine to increase efficiency of creating planners. (Be here this month)
e. Ordered a Polmachine to cut more planners (Be here this month)
f. Moved from a 600 sft warehouse to a 2000 sqft warehouse to fit equipment 
g. Having business day live chat team member by October. 
h. We are working on adding a check box for people to ensure they see our current processing time
i. Updated planner cover material around May to help prevent an issue found from customer reviews. That is resolved. 
j. Co-founder quit day job to handle owner responsibilities in June of 2020. 
k. Purchased inventory management system to keep track of raw and completed materials (May 2020)

BBB will update this portion of the profile as new information becomes available.

BBB files reflect Ivory Paper Co planners may have longer than anticipated delivery times, and refunds may be delayed. BBB opened its' file on Ivory Paper Co on 1.15.20 when we received a complaint from a consumer who paid for a planner that was not delivered. As of 1.3.21, BBB has received 117 complaints from consumers who have ordered planners which have either not been delivered, or have been unsatisfactory. Consumers have also said the company fails to respond to requests for assistance or refunds. Ivory Paper Co sells their planners on their website, FB and Instagram pages. Ivory Paper experienced a growth spurt, and to deal with the increasing number of customers hired more staff and moved into a larger facility, called The Pink House. Consumers are well advised  to take into consideration a longer than expected elivery date when choosing whether to purchase a planner from Ivory Paper Co, and to pay with a credit card. A credit card provides additional protections; it’s easier to dispute charges or to get your money back if there is a problem. Debit cards, prepaid cards or gift cards don’t have the same protections as a credit card.