A review of my Erin Condren experience

ErinCondren Planner

A couple of months ago, a fellow coach mentioned in a comment that she uses the Erin Condren life planner to plan and organize her days. She posted a picture of a really cute and colorful planner. Now, I know everything is a digital now, but I do like having an actual physical planner. I started googling Erin Condren planners and came across many reviews of customized planners. Each one getting cuter by the web page. I checked out the website and loved what I saw. After going back and forth for about 3 weeks, I decided to order one. This was July 31, 2014. My targeted ship date was supposed to be August 20, 2014. Damn, I really have to wait that long? I decided to pay for overnight shipping so that I would get it faster, instead of waiting another week after the shipping date. 

Days go by and I get an email from customer service saying, “Congratulations! Your order status has changed to pending.”  ???  It’s been in “pending” status since July 31, 2014. I emailed the company asking what the deal was. I got a response from customer service saying that they were in the midst of upgrading their computer system. (From what I have recently read, they have been upgrading their system since last december 2013). Finally on August 19, I got an e-mail from the company saying that my order SHIPPED! YES! I was so excited to finally get the planner. I paid for overnight shipping, so I assumed that I would get the planner the next day. They did send me an e-mail saying that my order SHIPPED. Shipped means that it was shipped, it should be on its way to its destination. 

The next day, I checked FedEx to see where in the system it was. It hadn’t even been given to FedEx yet!! It never left the EC office. I emailed them to ask about that and if I could get a discount on my “overnight” shipping, since technically it wasn’t overnight shipping. I got a canned response on August 22.  “The shipping notification that we have sent you is our way of letting our customers know that your order has been queued for shipping and does not necessarily mean that it has already left our studio.”   So they just sent me a shipping notification – maybe their stupid e-mail should have said, “Your ordered is ready and will be shipped out SOON”  NOT the e-mail saying “Your Order has been shipped”.    

Anyway, I finally got my planner delivered and I was thrilled to see the box. I opened it to find it neatly wrapped in green tissue paper and bubble wrap. Cool,I thought. I pulled the planner out and thought the cover wasn’t as cute as it was displayed online – thats ok. I can live with that. I opened the planner to check out the inside. The paper is not what i thougth it would be. The paper is smooth, but for the price of the planner, I thought the paper would be glossier. It’s kinda cheap.  Ink will bleed through to the otherside.  

I pulled the bubble wrap out of the box and realized that they forgot to pack two more items. I ordered a special summer pack, that included pens, as well as bands to go over the planner. I have e-mailed, tweeted and messaged Erin Condren, but the only response I have received, is from Twitter. Twitter seems to be the only way to get in touch with someone affiliated with Erin Condren. (Update – someone from EC did respond via e-mail 2 days later to say they would ship out the missing items – which took another week to get – and again, I paid for overnight shipping). 

I have since found many reviews of the really poor customer service. I keep hoping for the best, but it seems that Erin condren company are pretending that the negative reviews don’t exist. It’s a shame. On top of that, there are some serious EC fans out there who have started up “planner gate” in private facebook groups.  It’s kind of comical to see grown women act like high schoolers.  Apparently, you can’t be a member of several EC fan groups, you could only be a member of a particular one.  Kinda funny.

Anyways – the planner is cute though. I’m a very visual person and with colorful pens and washi tape, I could have fun with this planner. I can plan out my future to keep myself on track.  But the moral of the story – DON’T PAY FOR OVERNIGHT SHIPPING!!!!!!!!!!!!!!!!!!!!!!!!!!!!

 Update:  I was going through the month of October and noticed that my month ENDS on October 26.  Do I not get to celebrate Halloween?!?!?!!?  WTH.  I’m off to email Erin Condren – they don’t have a phone number that you can call and actually get a live person.

 Also- yes, ink does bleed thru paper.  *smh*

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23 Responses to A review of my Erin Condren experience

  1. snarkyglue says:

    I’ve been looking at EC planner reviews for a while and practically drooling before finally ordering it. NO ONE who did a review (especially on Youtube) ever mentioned the horrible customer service! EC shipped my planner quickly but fedex made a colossal mistake in delivering. I live literally 30-45 minutes away from EC HQ in California and my package went all the way to MARYLAND! I contacted EC many times and each time they promised that they are remaking the planner and will expedite with an overnight shipping. If EC doesn’t charge for shipping, maybe I would’ve been more understanding but they charge even for ground.
    After 12 days, the original planner arrived but I never heard from their customer service again about the “replacement planner”. I think they just gave me empty promises until my original package arrived. I don’t need a second one. It’s just messed up to be promised a solution and was just given bullsh*t instead.

    • hazel says:

      Shipped To maryland!?!?! What?! Dang, that’s messed up! Yeah, this is year 2 and the planner I rcvd was messed up. The coil was bad, but they reshaped the guts of a new one so I just popped my custom cover off messed up oNE and put it on new one.

    • hazel says:

      Hey Snarkyglue, so did you keep the planner? Are you still using it?

  2. Carrie says:

    I am having the SAME problem with them. People need to report their problems with her company to the Better Business Bureau! I am and to this date have received well over 100 complaints and yet they still have a B rating. I live abroad and won’t be receiving my item in time like they said so I want my money back. If they were a good company, these battles would be unnecessary.

  3. Sue Atkinson says:

    I’ve had a horrible Customer Service from EC. I kept getting stock replies, and when I asked that the issue be escalated to a supervisor, I got the only uncanned response saying “I’ll escalate it to a comment box” WTH??? I’m still waiting (2 months 2 days) for my planner that started in July., but their customer service sucks so hard, that no one will answer except for that snarky comment. No more EC for me.

  4. Ramona Ibarra says:

    I really wished I would have read the reviews online, you’re right no one ever mentions the bad, always the good. Last night I ordered my very first life planner and I was soo excited,( I’ve been going back and forth for about a month now and finally decided to get one) and it says it declined transaction because my shipping address was different from card, ummm yes I chose that option. But they did take out $56 from my account, now I’m still waiting for a response after 3 emails later. Now time to play the waiting game SMH!!

    • hazel says:

      OMG – what?!?!?! Email them asap and tell them what the issue is. You’ll get a response in about 3 days or so.


  5. sally jay says:

    I ordered the rose gold planner the day it was back in stock. Shipping wasn’t too bad but imagine my surprise when I open the box and find that my planner is missing the front AND back cover!!; how does that happen?! I’ve sent 4 emails and no response!

  6. Jeanne Peterson says:

    I was quite unhappy with the customer service after spending $50 on a 12-month planner. The personalization was not what I expected and they were not willing to make it right unless I paid more money. For that type of $$ for a planner, I would have expected excellent customer service. They would have insured that they had a repeat customer. Now, I’m looking for other options.

  7. Lauren says:

    Hi Hazel,

    Just wondering if they easily resolved the issue with October being short?

    I just got my first Erin Condren for Christmas and noticed today that 9 out of 12 months are short.

    I’ve just emailed EC CS and got a quick response asking for pictures so that they can send my concerns to production. But after seeing your post and the same stories from others, I’m starting to dread the potential fight.

    • hazel says:

      Hey Lauren,

      I ended up getting another one and october month continued on to the next page. The planners are really cute, but I guess from now on, I think I may just go to Staples to get a new one and just order a custom cover through EC.com or through Etsy.

      EC’s customer service is very slow to respond. Let me know what happens!!! I am hoping that eventually she changes her customer service, or gets more help in running the biz for better customer service.

  8. Delilah says:

    My cover keeps falling off. And the cover of the planner I have my friend as a gift keeps falling off too. A $65+ planner’s cover should not fall off!

  9. Riri says:

    I have just received by package from EC, I live in New Zealand so as you can imagine it was not cheap for the products or the shipping.

    I got my notebook and goodies but to my complete shock the most expensive product being a polaroid printer and paper pack is missing yet the invoice has it checked off. Now I have to wait to hear back from the company about over $150 USD almost double NZ dollars that is missing. Completely horrifying experience. I doubt I will ever order from Erin again

    • hazel says:

      I’m really sorry you had a sucky experience from the Erin Condren company. That blows. They need to revamp how they run their corporate office and orders.

  10. Cindy says:

    I will NEVER order from them again. Still waiting on GIFT CARDS of all things. Put the damn things in a box and mail them. And they don’t have a phone you can call. Poor Customer Service

  11. Marilyn says:

    I ordered my teacher planner well in advance and paid for expedited 2-day shipping. The planner arrived defective. The yearly overview was for a standard calendar year. When you are a teacher in the United States you need you an academic planner that runs August-July. Then the tabs were not sequenced properly and covering each other up. Of course, I had to email as there is no phone number to get an actual person who can provide an immediate response. The only phone call option was to schedule a conversation for 5 days later! My “case” was handled by a different customer service representative almost every time, so there was little to no continuity for me as a customer. Ultimately, they wanted to reprint the planner and ship it regular. They offered no conciliatory incentive despite the fact that it was their mistake. When I asked for a full refund including the original shipping, I was told that was not possible because they had sent me a return shipping label. Are you kidding me?! You, the vendor, sent out a defective product. It’s on you to correct the error. Communication time lapses with customer service lasted up to 48 hours at times. I ended up filing a disputed claim with my credit card company and buying another planner at Michael’s at the last minute. NEVER again will I ever do business with EC. Terrible experience overall.

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