Paperchase

I researched paperchase before purchasing any items and found the reviews wildly different. I was unsure about using them as a result but decided that what I wanted to buy was worth the risk of possible issues. On Tuesday evening I ordered two packs of 100 mini glass baubles for £10 each. At 10p a glass bauble, that's a bargain. I chose click and collect as that was the most convenient option for me. I received an automated email confirming my order. On Wednesday I received an email saying my order had been dispatched and on Thursday late afternoon, I received another email saying my delivery was ready for collection. That evening, I collected my order, which I am really pleased with. I will definitely use paperchase again.

I've been a long time customer of Paperchase and have spent an awful lot with them over the years, however, this year, after purchasing a number of expensive glass baubles, one was broken.

Many of them hanging up in store were broken and we had to sift through to find ones that were intact, though this particular one only had a small section smashed at the back that I didn't spot when I bought it.

I visit Manchester perhaps twice a year and won't be anywhere near a store to physically return it for months. It's a round trip of 70 miles which means returning a bauble worth £7.50 to the store is not viable.

I emailed customer services 10 days ago, complete with pictures of the smashed bauble to ask how I go about obtaining a refund/exchange given I can't get into a store. No response. I couldn't find any other customer service details, so posted on their Facebook wall a couple of days ago, which has gone ignored, whilst other customer service questions before and after mine have been answered.

The mark of a decent company is how it handles a situation when things go wrong, and unfortunately, Paperchase have got a shocking lack of customer service. I'll be taking my money elsewhere from now on as this just isn't acceptable.

For clarity, this review is based on their customer service and not on the staff in store at the Trafford Centre, Manchester.

Quite nice people. Had an issue earlier which was well taken care of by them. Happy now.

just a quick note for anyone applying for a job at paperchase. On the 25th of november 2013. I had a interview for christmas temp, I came away feeling quite positive as i believed my interview went well .

As they told me they would get back to me only a day after, which they did not, then i emailed them with no replys, then again a day after with no replies. Then i rang them and they said they was extremely busy, and they would email me later that day. which they did not. Then i rang them the next day and they said they're going to email me today which is saturday.

The only reason i'm doing this email, is i think its common courtesy to let someone know if they have or haven't got the job. its unprofessional and a strong lack of communication.