In a perfect world, every single person would have every single piece of their product completely perfect. Always and forever. But we all know that doesn’t happen. We do our very best to ensure excellent quality in our products. We also do our very best to take good care of our customers. We’re so happy that most of you received your kits in pristine condition.
Have a piece of your Project Life kit that is damaged or missing? We are so happy to help. This is what Customer Support is for.
That said, this is time where lots of people receiving their product all at once … and so we are noticing something. Customers who need something or have a question are filling out the web form (which is good). But some of those folks are then also emailing Customer Service in addition to the web form. Doing this double-duty causes confusion and makes us less efficient because then we’re trying to play the matching game and put this email with that web form, etc. Don’t feel bad if you’ve done this. It’s something we’re just now realizing. As a still-new-ish company, we have plenty to learn all the time.
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{ B O T T O M L I N E }
In an effort to better serve you, and to be able to help more people with a quicker turn-around, please please please do just one, simple thing: If you have an issue with your Project Life kit or other Becky Higgins products, KINDLY SUBMIT A WEB FORM HERE.
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That’s it. That’s all you need to do. Simple. After you have submitted the form, you can expect an email response. Thank you so very much. We’re doing what we can to serve you best.
THe form looks like its for returns only. What if you have a damaged item that just needs to be replaced. I am not returning the entire kit for one damaged stamper. I did not see that option for a replacement on the return.
Thanks
When you select your item, it will ask you to choose “missing” or “damaged”. We’re happy to help with both issues.
So impressed how you support your customers!!! Thanks for all you do!
I just tried to get a replacement stamp for my kit since the stamp was defective. Amazon doesnt allow a replacement only says I can return, Appears to be some kind of rules on what can be replaced or not. I have changed the reason 5 times and wont let me check the replacement box. We will need clarification for what allows replacement. Thanks
Kris
Thanks Becky! I have a problem with my pages. The holes don’t match up to my binder. Not sure if it’s my binder of the pages but I did email support and am awaiting an answer. Just wondering if anyone had that problem?
I have the same problem with my holes not lining up too…but I am in love with the amber edition. I loved last years, but this one is…divine! Go Becky!
I also have the same problem and my pages are catching on the ring of the binder. I submitted the form on the customer service page. Do I send just the binder back or the whole kit, I’m confused!
I had the same problem! But my binder also had one ring that didn’t close properly and the corner of it is smashed so I thought maybe that was the problem, but now I’m worried maybe the holes in the pages are also the problem? I filled out the form Becky is talking about on the 31st so I’ll keep waiting for a reply and go from there I guess. The kit is gorgeous though!
Same problem here with the holes.
I can force the pages onto my binder but then the pages don’t turn and if they do turn they do not go all the way down.
I had the same problem with the page protectors. In total frustration, I returned the entire kit.
Just noticed turquoise edition is out of stock on Amazon as of today. Any idea when it will be back?
I had a pretty good experience with customer service with last year’s kit. Sometimes it took follow up on my part to get the problem solved, but Christy was great. All my problems were solved the way I wanted them to be. Replacements shouldn’t be a problem for anyone. Keep up the good work.
Got my kit today and the page protectors are completely missing!
So, I know you said not to do both, but I just e-mailed and didn’t fill out the form. Should I fill out the form so it is easier for CS to contact me and it gives the info on what is damaged? Sorry, don’t want to do something I don’t have to!
Thanks!!! Even though I have a few things damaged I have to say…the turquoise kit is AMAZING!
I just checked my page protectors after reading what others put. Mine don’t line up either. So, I have a question, how long will it take to get our new stuff to us and will the new protectors fit the binder?
How long does it usually take for customer service to respond after filling out the web form? I am awaiting a reply, and trying to figure out when I will be contacted. Thanks so much for all you do.
Love how you’re doing your very best to keep all your customers informed. Customer service, what a novel concept! lol It just takes a little of this to make a company a great one and yours it just that.
Becky- I’d love to order the turquoise edition, but see that it’s out at Amazon. Any idea when it will be back in stock???
Hi Becky,
I don’t have a customer service question…just a PL question =) Can you tell me how you incorporate some of your husband’s day to day details in PL? It’s easy for me to snap photos of things going on with me or my projects, the kiddos, and even things that we do as a family. I just realized that I didn’t capture a lot of “him” and “his” details into last year’s album. He works so much, (which is not an excuse) so I didn’t capture as much of him as I should have. Definitely going to change that in 2011 though. Do you have any “husband” ideas for PL? Thanks for creating a life-changing way to capture the details of our lives!!!!
Lisa – what a great question! This is my first year doing a picture a day and I hadn’t even thought about this problem. Thanks for making me “think” about this so I can make sure my hubby is included! I wan’t wait to see if anyone has any ideas!
I’ll be sending the camera along to work with my husband every now and then, should be interesting to see what he comes home with!! Just make sure to tell them to take landscape orientation, not portrait, he took a great pic of the day for me the other day – in portrait orientation, lol!!
Hi Becky – this form doesn’t seem to allow info to be inputed from other regions. I bought my kit in New Zealand and so have no Amazon number and No State – will not let me submit witjout these.
Same here Carmel, but Becky had a note on her blog last week sometime about other regions contacting our suppliers directly. I did that and have had a positive reply back already. They have been very helpful.
I had a problem with the 3-ring mechanism on my binder – the top is very loose and is coming unattached from the binder itself. Anyone have this problem? Even with the problem, the turquoise kit is gorgeous – I’m loving it! So glad I decided to do this project again.
I had the same problem with my 3-ring, except the top was completely detached. I submitted the form and am just waiting for a response.
I put my turquoise kit together and I am working on my amber kit! I am LOVING both of them! My page protectors were a little tight, but they seem to be working and the more I work the pages, the better they are moving around.
Thanks Becky for such a great kits(s) and keeping me inspired to capture my families memories!
Hi! I filled out form for damaged bookmarks and as of yet, I have not heard back from customer service. I am wondering if its because I have to email addresses.
Mine came in perfect condition. Better then I even imagined. I am hopelessly in love with every detail of it. I am one happy Becky Higgins customer.
The holes on my page protectors are fine, but my issue was the actual pockets: several of them wouldn’t open and I had to force them, causing the plastic to rip.
I have the same problem with the holes on the page protectors not lining up correctly. I filled out the web form Monday and haven’t received a reply yet which concerns me since I only have 30 days to return to Amazon if needed. Has anyone else noticed the quality has gone down since last year? The page protectors and journaling cards aren’t as heavy (both feel flimsy to me) as last Year’s kit.
I am having the same issues with the protectors and I even have journaling cards that are all bent up. Even my binder is damaged. CS told me they are sorry and contact Amazon. Which was very disappointing. When I tried the return form at Amazon I was told I can’t exchange it…I can only return it!!!! What?? I would just love to have someone contact me and replace the stuff I’m having a problem with!
I can’t get help anywhere and now I’m not hearing back from anyone.
I just feel that for the money that I spend there shouldn’t be so many things wrong with the kit.
It’s a shame that such a cute, expensive product has so many negative issues with the tight, faulty page protectors and other malfunctioning components.
The page protectors really need to be re-made. The holes are too small. The pages are a tight fit. We shouldn’t have to wiggle them, jerk them, or re-punch the holes ourselves in order for them to fit the binder. Compare the PL protectors with other leading manufacturing page protector companies out there, and you will see a big difference in the holes.
I hope that our concerns are taken seriously by the PL design team.
i am having a hard time getting my 4×6 photos in the pockets…its so tight Some of them I have to trim. I hope the extra page protectors from you that just came into Amazon dont have the same product problems like this or with the holes. Can you let us know.
Well, I had pretty much given up on the kit after it was taking so long for Amazon to get it. I decided to come back and give it a try, but now it’s out of stock! And now seeing all these issues posted about it I give up, for the second and final time
I thought the issues would have been resolved after last year’s fiasco.
I just have to say how impressed I am by the customer service. I got my Project Life yesterday (second year… wahoo! lovin’ it!) and the cover to the binder was scratched pretty badly. I understand these things happened, but I was bummed, because I wanted to get it put together. I wrote and had a brand-new binder (in PERFECT condition) delivered today. WOW! So much more than I had hoped for! Thank you SO much for a GREAT product AND wonderful customer service! I can’t recommend this enough!
Who did you write to? I have a damaged binger and they told me to return the entire kit to AMazon. Thanks.
I just filled out the customer service form that Becky linked to… I wasn’t told to return my kit.
Well, hopefully I will get a new binder. That would be great.
Hello Becky!!
I placed my order on the 23rd of December and my order has not come yet. Amazon is now telling me that I can no longer receive my order but I placed it a long time ago. What can I do?? Thanks
I just want to say I think your customer service is great. I had issues last year with my binder and this year one out of two I ordered had the same problem. My concerns were handled well and quickly.
Thank you for doing this kit for all of us, Becky. I know you have put a lot of work into it and I want you to know that your are appreciated.
Sara Mangan
Becky – i’m guilty of this! soo sorry! I filled it out a second time because 1) i was multi tasking (not well) & later doubted that I completed the form and 2) didn’t receive an email. still haven’t – should i trust that this is in the works? thanks SO very much!!
How long does it take to hear back? I emailed before I knew about the form and never heard anything. Then I filled out the form and still haven’t heard anything.
Thanks!
I filled out the form last Friday and have yet to hear anything. I am not sure if this is due to some fault of my own (IE not filling out the form correctly or something), or if this is really how long it takes to hear back…
Ok, ladies I will admit I was one of those people who did fill out the form twice and also e-mailed Becky in regards to my daughters binder being warped (looks as if were left out in the rain, both sides inside and out had bubbles and was coming apart). This kit was for my daughter whom is in college wanting to record her everyday life. When she pointed out the defected parts of the binder to me, I immediately filled out the form (which was on a Sunday). The form states that we will be notified by e-mail. After two or three days of not being notified, I e-mailed Becky and re-sent another form. That evening I recieved a message from customer service stating that they had no idea I had filled out a form. Two days after the e-mail I was notified the replacement binder had been shipped. Thankfully we recieved the replacement binder today, along with a letter from Becky herself apologizing for the holdup.
I ordere the Project Life kit for this year, it showed up in perfect condition! The page protectors were a little tight, but they work with no problem.
Not sure where the problems lies on why we are not recieving e-mail replies regarding missing or damaged goods after filling out the form. However, there should be some sort of reply stating they have recieved the form and you will be notified as soon as the replacement has shipped.
Good luck to all of you!
Just got my replacement for 5 damaged page protectors! It was actually a full pack (12) of Design A that are for sale now! The note said, hope you enjoy the few extra! What GREAT customer service! Thanks!
I received my Project Life kit (last year’s red binder kit) in December and as I was assembling my kit, realized that the date stamp was incorrectly assembled where the month is upside down when the numbers up right side up. I filled out the online form early last week and have yet to hear about when it will be replaced. It seems others aren’t hearing back quickly either, so maybe that’s just how it is?
Hello
I have the same issue, wondering if you ever received a reply? Its been almost 2 weeks for me and nothing. Thanks
Hello,
First I love PRJECT LIFE, I received my kit on 1/7, my album was in poor condition. It had significant gouges & with marking on it. As if had traveled in a box with sharp pencils and it just rolled around in the box. I have completed the forms twice and have never received a reply as stated above. I don’t wont to keep filling out the form and possibly causing a confusion. Any suggestions out there on what I can do??