Paperwhirl

I have been a long-​time happy customer of this shop for many years, but after today’s experience, they have lost a repeat customer for good. As a personal shopper, many small shop and boutique owners know me as someone who cares to help keep businesses like theirs open since they offer an atmosphere to buy unique items that is just not the same to try and do online. So I don’t mind purchasing these unique and decorative types of items at higher prices than I could find them online, as long as the markup is in a reasonable range. I have rarely had to return an item bought from these shops, but have NEVER before had an issue since I had an excellent rapport with the owner/​managers/​salespeople at these shops.
Well, yesterday, 16 days before Christmas, I purchased a semi-​expensive Christmas décor item from Paperwhirl in Los Altos, realized it was defective when I took it out of the box at home, and called them to see if they had another. They did, so I made arrangements to travel from Willow Glen back Los Altos to exchange it the next morning. Unfortunately, meanwhile, I encountered an issue with the purchase of this gift for its intended use, and I asked for the manager’s professional courtesy to allow me to return it the following day (today). Mind you, I had never asked for this courtesy before from this store, and as I was not sure of their policy since it is not stated anywhere I could see (not on the receipt either), I did not think it would be an issue, especially when I had only just purchased it for less than a day. Well, apparently the same courtesy of kindness and goodwill that I extended to this shop was not to be reciprocated. Even though there are a full 2 weeks left to be able to sell this type of item, greed is more important than good policy to them, as the manager stated firmly that as a «seasonal item» she would not allow its return under any circumstance.
That is too bad, because due their cold-​hearted «we are strictly only about business» mentality, they have lost a customer who has purchased many hundreds of dollars of merchandise from them for good. I may continue to window shop there in the future because I purchase from many shops on Main Street where they know me by first name, but I will make sure to purchase the items I see there somewhere else, even if it means I need to place a special order for it at a different small shop with a better sense of what good customer service entails.

Their selection is nice, and I prefer to patronize smaller, independent retailers.
HOWEVER, the staff here (in the Los Altos location) has been quite rude to us on each of several occasions we interacted with them.
On the phone, or in-​person, it was clear that there were MUCH more pressing things to do than to answer questions or ring up a sale. On the phone, I was hung up on in a rush, and in person, my wife was brushed off (purchase in hand!) while the cashier performed some administrative paperwork.
Perhaps it’s just a new employee, or the holiday stress, but I’d expect more from a small retailer, and I hope they improve soon.

Minus 3 stars for the following reasons:
1. Not verbally stating the return policy at the point of purchase and/​or stamping it on the tiny receipt. Apparently it is posted in the store, I am not sure where, as the store is crammed with merchandise.
2. Lack of sensitivity to Roman Catholics. At the register are plastic flashlights that represent the Sacred Heart of Jesus. It is meant to be a joke, but mass produced mini lights of the person we see as our Lord, our brother and our savior is not funny.
3. High prices.
4. Also the store was freezing cold on one particular day I visited. I mentioned it to the clerk in a fun-​toned comment and she said, «that’s how I like it.» So I guess I could take another star away, but I’m feeling generous.

Great shop that serves a need in Downtown Los Altos. After Los Altos Card & Party closed, there wasn’t a shop in town where you could find a decent greeting card. The only option was Walgreen’s, which only had your typical Hallmark card.
But now, there’s Paperwhirl, which has a great selection of greeting cards and other tchotchke items. So if you’re in a bind for a card or small gift, like I was recently, stop into this shop and you’re sure to find something!
I’m always in a rush when I drop in, so one of these days, I’ll have to spend more time browsing around to see what other fun stuff they have.

Received great service whenI was looking for a set of cards as a gift. Super friendly and they offered to gift wrap it for me. Love GREAT service especially since I had just left Letter Perfect down the street and the salesperson there argued me out of the store! Will always go to PaperWhirl, first & always, from here on out! Thanks!

picked up a greeting card today, and the staff informed me that if there is a message inside the card, it will be noted as such on the back cover, that way i don’t have to take the card out of its plastic cover. how helpful! adding an extra star for helpful customer service.