I cannot begin to tell you how disappointed we have been with the service, or lack of, that we have received from our St. Matthews Louisville Paper Source. We ordered wedding invitations with them and paid approximately $1100. After having a careless error by Crane on the original invitation, we returned to Paper Source to have the error corrected. This was Thursday, June 22. We were told the new proof would be ready no later than 3 business days. Friday, 6/30/17 the second proof was still not available. During this entire time we have had to call numerous times to check on the status of the second proof, no one called us. It has been very frustrating that we have not gotten any feedback. When I called 4 working days later, I was told that the vendor was a couple of days behind schedule and was still not given a day for arrival of the proof. The employee told me to call back tomorrow if we didn't get the proof. Our order (the second proof) should not have been delayed in production since the error was not our fault. Again, no further information until I called again and was told by the manager at Paper Source that I should call because she is "the middle man". I did not appreciate that as I ordered the invitations from her store. I was offered a 10% discount and overnight shipping; however, the most important fact is that we have not gotten our invitations in the time frame we need them. Then, Crane and Paper Source were closed on July 3rd and 4th, which again delayed the processing of our order even further. I spoke with Monica and Allana at Paper Source Third Party and told them that Crane needed to process our order as quickly as possible, not behind other orders as this was their mistake and their extended delay.
I asked Monica to call me first thing Wednesday morning 7/5/17 which she assured me she would, but didn't hear anything by 1 pm. I called her and she said that Crane is behind schedule and they were unable to get in touch with them. Still heard nothing by 4 pm and called Monical and Allana again.
Then I was sent this response: "Thank you for your patience. I am so sorry for the delays - unfortunately Crane is quite backed up after a long weekend, but I was finally able to get through to someone just now. I have requested that they do whatever possible to ship your order by EOD Friday, and have upgraded your shipping to overnight with Saturday delivery. Paper Source will cover whatever rush fees are incurred, but I will not have solid confirmation until tomorrow afternoon. I will provide you with an update just as soon as I have one to share."
I responded:
" Thank you for responding. I do not understand why they could not definitely confirm that they will get the invitations done Friday. As I told Monica last week, my daughter's wedding invitations should be their top priority with the mistakes and delays that they have caused. We are very tired of not getting a definitive answer from anyone. I am going to try to contact them myself. "
Our RSVP date is 7/19/17 and we don't even have the invitations to send out. We are frustrated and disappointed beyond belief.
Please do not use this company. All wedding plans have gone very smoothly until this.
We can understand errors with anything; but the lack of follow up and accountability and no one "making things right" has been a total lack in customer service with this company. read more