My experience was just ok with Paper Trails in ordering my wedding invitations. I'll break my experiences up into the good, the bad, and the ugly.
The Good-
1. Great consultation in the store with Kris the owner. We got quotes real time and she offered to design something custom for us with 0 money up front.
2. The price for the custom invitations was extremely affordable. I cannot emphasize this enough - the cost was not even half of what it would have been if I'd ordered them online.
3. The invitations turned out really nice - liked the design, paper, printing.
The Bad-
1. Emailing was challenging at times. Sometimes I didn't get replies at all and would have to email again or call. At times it seemed like my business was not a priority. Then other times I got quick responses.
2. My reply cards had the word decline misspelled as "DECINE" - which was found by several wedding guests after all the invites were already sent out to everyone. When I emailed her to let her know.... surprise, surprise, I got no response.
The Ugly -
1. My invitations came in later than I was quoted. I had to email/call her 3 times (over a 1 week period) before I got the estimated date they'd be arriving (and they were already late by the time I got the date from her). It was frustrating that I had to keep asking repeatedly for a date. When I did get the date, Kris admitted that she wasn't clear with me that he 1.5-2 week estimate she gave me did not include weekends or shipping time with the vendor. She provided me some items for free to compensate for the fact they'd be arriving later than expected.
Overall the low cost was a huge win... But the hassle of the experience was a little painful. I planned to order some programs and other items from her if the experience was better - but I guess the big websites will get that business.