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Robyn F.

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1 Review by Robyn


I have previously left a review through Trust Pilot and received an inadequate response from Paper Mart (see below). I couldnt attach photos to that review so I am leaving a review here where I can. Some of the photos are hard to see the staining/dirt due to the shine on the bags, but you will get the idea. (the "then" was from my first purchase in 2006 and "now" is the latest purchase)
I originally ordered bags from Paper Mart in 2006. Since I am in Australia, and Paper Mart doesnt send internationally, I sent the bags to a contact in WA to forward to me. Since we were going to be in WA in August, 2018 it was a prime opportunity to purchase a larger order of bags from Paper Mart and bring them back with me to Australia at that time.
In November 2018, I contacted Paper Mart about my order. As stated at that time, I had not had the opportunity of going through the bags earlier (they were ordered in July) due to some personal issues and only had enough time to count the bags to make sure all was correct. During this, I found some of the Rose coloured bags that were so absolutely terrible, I contacted Paper Mart about those and some missing bags. They refunded me the $5 or so for those bags.
Unfortunately, I had been unable to go through the bags and repackage them for resale, due to my partner's ongoing medical issues. I sell the bags in packs of 4, primarily as bags that people can craft with, so they need to be of good quality. I went through all the bags, and I couldn't believe what I was seeing. So I contacted Paper Mart TWICE saying essentially what is in this review (including photos of the issues) with no response! No customer service, no trying to make things right. In 2006 the bags were PERFECT. The cutting, stitching and quality was PERFECT. The seams were PERFECT! They were crisp, rightly sized and perfectly shaped. I could just take the bags from them and repackage and away they go. I had absolutely NO losses. The only bags that I could do that with now are the Hearts and Swirls (only losing 3 due to some dark pink being in the wrong spot) and the Daisy ones (only losing 2 due to dark pink ink on the daisy petals). I put the bags aside that were questionable which was very near all of them, revisiting them 2 more times to make sure I wasn't being pickyI WASN'T. I spent over 3 hours cutting threads off them, over 2 hours ironing some of them to see if I could match up the seams properly with limited results. The following are some of the problems:
1. Dirt and marks on the bags
2. Seams coming apart
3. Stitching coming apart
4. Not even rectangle
5. Sizing different (some up to ¼ inch which on this size bag is noticeable
6. Stitching not straight
7. Corners square on one side and rounded on the other
8. Flimsy organza (a huge variation on the quality in the same pack)
9. Twisted ribbon so bad I cant fix
I do understand that Paper Mart is unable to check every one (and going on what I received they haven't checked any) however I have to check each one, as I package in smaller quantities, and just starting to increase my sales makes it even more important. The quality was so good back then that ordered again, thinking that was normal. Now I know it wasn't. If I had received these back in 2006, I would not have ordered from Paper Mart again. I paid AUD$309.91 for these bags (1560 of them). When I went through them there are 328 bags that I definitely couldn't use which in itself if over 21% failure rate. In addition there are further Rose bags I can't use, the Ivory, Light Pink, Silver and Toffee are almost write offs (which is 540 bags), and the rest are questionable except the Lime which appears to be the only really successful colour. So all in all I have about 360 bags out of 1560 that I could actually feel good about onselling. Honestly knowing what I feel receiving them, I can imagine what my customers would feel like receiving them. As it had been over 30 days when I checked them, and due to being in Australia it would be not very cost effective to return them anyway.
It may be an issue with their supplier, but it's ultimately Paper Mart's responsibility to stand behind what they are selling. I have essentially handed over a lot of money and nothing much to show for it. It has bought my sales of this product to a standstill and impacted my ability to bring in extra money for my family. Thanks for that!

Reply from Paper Mart
14 Jun 2019
Hi Robyn,
Thank you for reaching out to Papermart with your concerns. On behalf of Papermart, I wanted to extend my sincerest apologies for the negative experience that you had with us.
We apologize for the recent order that you received. While Papermart prides itself on providing outstanding customer service, it appears we have let you down.
I would like to thank you again for bringing this issue to light as we are always looking for ways to improve our service and quality of products.
Please know that you are an invaluable part of that process. Papermart will further investigate this situation to ensure that incidents, such as yours, do not happen again.

Feel free to reach out to me at the number and extension below for further clarification if needed.

Best Regards,
Claudia Guerrero
Customer Service Manager
*******900 x345

My response through Trust Pilot: Thank you Claudia for your response. Unfortunately I don't have the money to be making an international call to get further "clarification" and I am not really sure what I would have to clarify? The reality is that I have 1200 bags out of 1560 (77% of my order) that I can't use@. 102 cents per bag which equates to USD$122.40. While its lovely to be an invaluable part of your ways to improve your service and quality, I am left with shoddy product and am out of pocket. The least you could do is refund that amount then take it up with your supplier. I have provided many photos of what the bags looked like with no response from your company. If you would like to contact me you can look up my details on Invoice Number: 8420226. Regards Robyn

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