Remaining true…

By January 28, 2008General

When Julie, Jane and I first discussed the details of our vision for Papertrey Ink, we compiled a list of three characteristics that were most important to us.

1. Offer the BEST customer service possible.

2. Provide the BEST & most innovative product in the industry.

3. Inspire & educate customers to the BEST of our abilities.

Recently we pushed the envelope when it came to innovation and implemented a new technology with our January release "Out on a Limb".  We wanted to manufacture some of the finest, most detailed sentiment stamps we had ever attempted.  Our samples came back excellent and we were SO excited about all of the possibilities this held. 

We have now recently discovered that a few sets of the mass-produced batch that was made available for sale to our customers, had a random letter malformed or missing within the five detailed quote images. 

This imperfection will not have affected everyone.

In fact, the majority of the images within the set are performing better than ever!  We have received many comments from you about how pleased you have been with the set and how crisply they stamp! 

Although, I assure you that it was never our intention to circulate anything less than a high quality product.  We have worked closely with our manufacturer to gain the same quality we saw within the original samples sets so we can now provide you with the quality you have come to know.   

How this affects our customers…

1. EVERY customer who has purchased Out on a Limb, whether they have any imperfect images or not, will be receiving an additional sheet of stamps at no charge.  The sheet will include the five quote images from the stamp set:

  • "is not measured by the number of breaths we take, but by the moments that take our
    breath away."
  • "to the moon and back again, to infinity and beyond, forever & ever."
  • "To the world you may be just one person, but to one person, you may be the world."
  • "God writes the gospel not in the Bible alone, but on trees and flowers and clouds and
    stars." 
  • "The best and most beautiful things in the world cannot be seen or even touched.  They
    must be felt with the heart."

2. The complimentary sheet of stamps will be mailed via USPS AUTOMATICALLY within the next 4-6 weeks.  We have organized additional staff to service you regarding this specific issue so that the process will move as quickly as possible.

3.  The ability to purchase "Out on a Limb" has been removed from our website, since our current stock was effected by the imperfections. 

Our manufacturer will be creating a corrected version of the set, which we will make available as soon as we receive them. 

As always, if you would like to be notified when they arrive, be sure that you have joined our mailing list.  We will send out an email when they are back in stock.

We appreciate your recognition of our efforts to maintain the confidence that you have in the quality of product sold by Papertrey Ink.  If you have any questions regarding this information, please do not hesitate to contact Customer Service.

Thanks again for all your support!

~Nichole & the Papertrey Gang

Nichole Heady

Author Nichole Heady

More posts by Nichole Heady

Join the discussion 48 Comments

  • 1
    Renee V. (happystamper05) says:

    Papertrey Ink is first class…all the way.

    Thank you for keeping us informed.

  • 2
    Doris says:

    How frustrating – but I know you have the BEST customer service!…regardless.

  • 3
    Katie L. says:

    Wow! Thank you for meeting all your challenges head on!
    You are first class all the way!

  • 4
    Karrie Baker says:

    You and the Girls really go above & beyond Nichole!! I can’t begin to tell you how much I love your service, stamps and well, everything else that comes with Papertrey!! Thank you, thank you, THANK YOU!! You all are the best!

  • 5
    Holly says:

    Your commitment to your customers is unparalleled. Thank you all so much.

  • 6
    hb says:

    Nichole, you have met and exceeded (in my eyes) the 3 characteristics you stated above. I have been so completely impressed with every single set I’ve purchased, I adore the creative process you share with us every month, and now with your telling us about this *imperfection* and correcting it without question? Well, you are top shelf in my book!!!

  • 7
    Krystie says:

    Wow, good customer service is how you handle a mistake, this is above and beyond!

  • 8
    doreen says:

    …you guys are a class act…i am continually impressed by your customer service…you have a wonderful product and a wonderful business ethic…keep up the good work…

  • 9
    Sue B says:

    You ARE the best.

  • 10
    Granna on the Go says:

    Your customer service is above and beyond! You are so careful to anticipate and meet your challenges straight on!!!!! I love all of your products! I know that you will only offer the best! I also love your tutorials that have challenged me so much in this past year.

  • 11
    Emilia says:

    Nicole, I feel in good hands when I order Papertrey ink stamps. I am waiting for “out on a limb” to arrive here in Finland (hopefully soon!) and thank you for letting us know that you are going to replace the malformed stamps.

  • 12

    Can you sell these sentiments by themselves? I’d jump on that! 🙂

  • 13
    Kim Leach says:

    It bears repeating:

    Your commitment to your customers is unparalleled. Thank you all so much.

    Kim Marie

  • 14
    Beth Silaika says:

    And *THAT* is why YOU ROCK Nichole!

  • 15

    This is why Papertrey is my primary source for stamps now. I buy only a handful of stamps from other sources but most of the stamps I have spent my limited resources on in the past 6 months have ALWAYS been Papertrey. Your customer service is impeccable. Hats off to you and your team for being so generous with your corrections. I also have the other set your correcting and I can’t tell you how refreshing it is to have a company that makes customer service one of its top priorities. Kudos to you and your team. This is why your business is so blessed.

  • 16

    I’ve always known it! Your company is the best……

  • 17
    deb says:

    Big businesses could learn a lot from you. Your professionalism and regard for your customers is amazing (and greatly appreciated).

  • 18
    CherylQuilts says:

    Wow! This is really awesome…but not surprising given your amazing company. I worked for Johnson & Johnson many years ago when they took a bold stand and removed ALL Tylenol from the shelves at considerable expense…and were rewarded exponentially for it…because they did the right thing. (If you’re too young, try “googling” this subject…Johnson & Johnson Tylenol scare.) Papertrey Ink is tops in my book!!! I will continue to praise you where and when I can!

  • 19

    I am truly impressed! I hadn’t even noticed that there was a problem with my new set!

    Thanks for such fantastic service!

    Nancy

  • 20
    Jennifer says:

    True to your words, PTI is the BEST!

  • 21
    angel says:

    The “e” in the small phrase “Everyday is a gift” is very malformed also in the set I received but not included on your list.

  • 22
    Kiko says:

    This is why I love Papertrey. Your commitment to yourself and your customers is outstanding. Thank you!

  • 23
    Sarah says:

    WOW! I placed my first order with papertrey this past month and was one of those that received a “bad” set. I ordered other sets as well that I’ve been using and had yet to even call or e-mail in regards to the quote stamp. You saved me the step and have gone above and beyond what needed to be done. Now that is customer service.

  • 24
    Cathy Whiteman says:

    Nicole, I love papertrey ink but if possible, I love it even more now. You’re running a company that I trust completely!

  • 25

    Nicole,
    Papertrey customer service is IMPECCABLE! I cannot gush enough about how wonderful your company is. I know that I am happy with your entire company regardless of whatever hiccups occur – this happens with ALL companies sometimes! This is only a slight inconvenience to us stampers in comparison to the troubles that I am sure your company is going through. I just wanted to let you know that I really appreciate it, and I’m sure many other customers do, too. You guys really are AWESOME!!!

  • 26
    Elizabeth Smith says:

    PTI is the best. Whenever your attention is needed you are right on top it. I can’t tell you how much I love your products and tutorial. Keep up the good work. You are a model of what a company should be. You satisfy your customers and yourself with every detail.
    Thank you for such a great service!!!

  • 27
    Melissa C says:

    Your attention to detail in every step of the way is truly commendable. Thank you! I did feel the “just one person to the world…” stamp didn’t stamp well, so I do look forward to receiving a replacement. Thank you very much and thank you so much for such great customer service and awesome images. I’m hooked on PTI and I was one that said several months back that I could do without PTI – ha! Now I can’t come on here as often because I fear the house payment is in jeopardy of being paid to you!! LOL Thanks Nichole, hats off to you!

  • 28
    Betsy says:

    Just thought I’d leave a comment on the quotes you had picked out. The first and the last were the quotes I used on the baby shower thank you cards for my two daughters. I just thought that was neat!

  • 29
    Charmaine says:

    WOW, this is impressive! What a committment to customer service! Kudos to YOU!

  • 30
    Elizabeth Jones says:

    Nichole,

    Your team is fantastic. When I realized there was a minor issue with my set I emailed and received a response right away. I totally appreciate your commitment to quality and will continue to be a loyal customer of yours for as long as you continue to put out such an amazing product. Cheers! to you and all of the great people that make Papertrey such a success.

  • 31
    Kris Tolman says:

    You guys are awesome! I am amazed at your determination to keep stretching yourself as a company. I am proud to have been here in the first year of your growth to see how much integrity you have. I will keep on supporting you 100%!!!

  • 32
    Kacey says:

    I thought it was me! I kept trying different inks thinking it was my pads or something. So glad to hear this – you guys truly are awesome when it comes to customer service, and that is one of the reasons your customers keep coming back. Thank you, thank you, thank you!

  • 33
    Kathy W says:

    I am sure this problem is a lot of work, stress, and frustration to you. The customer service and communication you provide to ensure a superior product is what has sent me over the edge to give clear stamps a try and to increase my collection. I am so impressed and delighted with the dedication you and your staff put into your company. You have gained a loyal customer here, and I will pass on a high recommendation to anyone in the paper arts field. Thank you.

  • 34
    Angi says:

    I’ve got to agree with all the positive comments here. This is one of the reasons I love your company soooo much…you really know how to take care of your customers! You have definitely made a life-long customer in me. Thank you, thank you, thank you!!!!

  • 35
    Joan B says:

    I don’t have this set — yet — but just wanted to say that I can see how difficult it is to run a business and remain true to your principles. It’s so hard and I can see Papertrey’s hard work in all you guys do!!

  • 36
    Chrystal says:

    I just received my set this afternoon. My daughter and I opened the box and in her very mature 4yo voice said. Honey, aren’t these just ADOWRABLE!

    You guys are GREAT!

  • 37
    Kelly Gipson says:

    You ladies rock! I am always amazed at how you go above and beyond to make sure all your customers are happy. Thanks for all that you do.

  • 38
    Michelle Walker (DisneyDoll) says:

    A-M-A-Z-I-N-G!!! PTI is the best company, HANDS DOWN, when it comes to it’s customer service! Maybe that’s why I own just about EVERY stamp set ever produced, huh? Thanks to ALL you guys for your hard work and commitment to the HIGHEST quality product possible! A HAPPY, happy, happy customer for LIFE!

  • 39
    Jackie Ohlmann says:

    Nichole, this is amazing! Thank you so much for your continued service and fantastic company. I love it!

  • 40
    Charlene Austin (SCS - Willow01) says:

    Nichole, you are the BEST!! I just can’t wait to meet you on the cruise. It has been 14 days since the release so I am thinking my order should be here within 6 or 7 more days!! Woohoo, gotta love Cdn shipping…LOL!

  • 41
    Beverly A says:

    You stand by your product and you stay true to your principles; that combination will always keep me coming back to papertrey ink!

  • 42
    Cheryl says:

    This is the first set I have purchased from PaperTrey but it will not be my last. I love the words that are so petite yet very detailed and crisp. My set is one of the ones messed up and I appreciate your correcting this mistake so quickly and in such a generous way. My God reward your company for your superior service. Thank you!

  • 43
    Kat says:

    Continuing to prove that you are nothing but a class act! Wow! Truly an honorable thing to do. Good for you!
    Kat

  • 44
    Adoree says:

    Top Notch & First Class ……all the way!!

  • 45
    Patti Capt says:

    Everyone has expressed my sentiments regarding Papertrey Ink. I’ve never experienced the degree of commitment to customers that you’ve exhibited. I so look forward to everything, from the countdowns to the new stamp sets and I LOVE your blog, Nicole. If you never changed a thing, I would remain a loyal fan and customer, but I know you’ll always be in the process of change where you see the chance to do better. I’ve been stamping for several years now and find myself using my PI stamps more than any others. Keep up the fantastic work! You are sooo appreciated!

  • 46
    Jill says:

    Nichole,

    I didn’t purchase this set so this doesn’t even affect me but I wanted you to know that your method of handling this doesn’t surprise me one bit. You have impressed me since I was lucky enough to find your site and I hope you know that the “little things” you do are very much noticed and very much appreciated by your loyal customers. If I could afford it, I would own ever stamp set you have ever made and pre-order every stamp you will make because I know they will blow me away! Just wanted you to know how much we love you and all of the people that help you make Papertrey what it is.

  • 47
    Bee says:

    I am one of the persons who got a set with letters missing, but I assumed I had done a poor job inking my stamp when I noticed the problem on my stamped image! 😉

    Thanks a lot for letting us know and replacing the sets for everyone!

    You guys are the best site around when it comes to quality. Quality of the products, quality of the customer service, all the way to the packing of your goodies, and you sure go the extra mile for your customers!

    THANKS! 🙂

  • 48
    Regina Davis says:

    Any word on when we can expect our new sentiment stamps? On April 7th, it’ll be nine weeks since this post. I love my Out on a Limb set, but my sentiments/phrases are one of the affected sets.

    Thanks – Regina

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