"This company has some seriously strange ideas about security.

I tried to purchase a planner from them on 4/8/22. The purchase went through and I was debited the correct amount. Two days later on 4/11/22 I received an email explaining that they needed to "verify" my purchase, and telling me that they had not only kept all my credit card info, but that they'd gone back in and made a second, unauthorized debit, and that I needed to verify the exact amount of that debit before they'd send me the planner I ordered.

I checked with my bank and this is absolutely not a typical thing. I ended up canceling my credit card to prevent them from making further debits. After further emails back and forth, I'm convinced they weren't trying to scam me, but no vendor should ever make unasked for withdrawals from anyone's account for any reason. That's NOT how you verify a purchase.

I did receive my initial money back, as well as the second debit, but I'll never do business with them again, and I urge anyone to check that they've ceased this practice before buying anything from them."

"Writing review in hope of getting at least someone in their org to respond to my request. Placed order with Priority delivery and has yet to arrive. JetPens says it was shipped and USPS said on Jan 5th it was to be delivered. Contacted both JetPens and USPS and neither have responded. I know this is mostly on USPS but as the vendor if JetPen was interested in making a good impression with a new customer once they were notified of issue they should have responded with options-full refund or credit to account or re send order via alternative delivery to assure delivery).
Not very impressed as a new customer!!!!"

"I ordered refills for the Signo Pen .38 mm advertised by Jet Pens. A photo of the pen appeared in the ad. The refills they sent did not even come close to fitting. I was told there are TWO different Signo pens made by the same company with no indication of which was which. Jet Pens said they didn't carry the pens for the wrong refills. Why sell them? Jet Pens refused to give a full refund because the package was opened (how else was I to know the refills didn't fit?). The 100% satisfaction rate on their own website is very suspect. Jet Pens can't be trusted."

"I have been ordering from this company for quite a long time. I live about 30 minutes from their San Jose address. I understand that there is not a physical shop, but when use to place my orders, they would arrive by USPS in 1 or two days. I just placed an order and for some reason, this order is coming by Fedex. Now I won't receive my order until the middle of next week. That's 5-6 days after I placed the order. With USPS, delivery can come on weekends. With Fedex, they do not deliver on weekends and will hold the item until their minimum amount of days have passed regardless of it the item is in the city where delivery will be. For example, before, when I would order on a Thursday, I would get my order on Saturday. Now, I placed this order on Thursday and will not receive it before Wednesday next week. I ordered 4 small items. I could literally go to San Francisco and back everyday to the Maido store instead of waiting all this time for Jetpens to deliver. I will never order from this shop again. They lost a good customer."

"Although I had ordered through this company for many years, their recent customer care has been VERY disappointing. I guess that's what happens when a company get a bit too big.
Well NEVER order through them again.
I will advise you the same!
Great inventory ... but HORRIBLE customer care!
Too TOO bad!
Ara"

"Wow. This company blows chunks. I am never giving them another dime. They are rude, belittling, and outright petty.



Here's the story:



I ordered a vanishing point stub nib unit. It arrives, no big deal. I put it in, terrible hard starting. I check to make sure that it's not my writing angle, I'm using my standard pilot blue black ink, check with a loupe, baby's bottom.



I email Jetpens, get a woman named Renee. She tells me to go ahead and try tuning the nib. I do some passes with micro mesh and get the worst of the baby's bottom out, but now it's still hard starting, but following the right tine when it does, giving half width lines. I check more carefully, there was a defect, there is a polish bite running up the entire side of the left inside tine. I can't fix that without cutting past the tipping and into the gold. I let her know, she sends me a prepaid shipping label. Awesome. She mentions having "our team inspect it" so I include a writing sample showing all the problems, circling at least 20 different spots on a page where (after my tuning) it still has issues. I also include a writing sample with a properly tuned pilot stub nib, showing that there is absolutely something wrong with it.



Wait a week, and I get an email. "We couldn't find anything wrong." She said. "Let's mail you back the exact same nib."



I tell her that it's absolutely unacceptable to just return to me a nib I demonstrated was defective. They refund me my payment, along with a little passive aggressive "In our experience this nib seems to write normally, so in the future we would suggest choosing a different pen as other Vanishing Point stub nibs might write similarly." That **** me off a bit but whatever, I let it slide.



this is my first experience with them as a customer. I have never ordered anything nor returned anything to them prior to this.



Fast forward several months to this week. I need some zebra D1 refills for my new sailor multi pen. Jetpens is the only one that seems to have 'em for a decent price. I still need to clear $25 for free shipping, so I toss in an EF pilot kakuno.



The next day I get an email from a woman named Emily.




"Thank you for your recent order with us.


Unfortunately as we were previously unable to confirm an issue you previously reported with a Pilot nib, we are concerned that other Pilot pens would not meet your needs either.

We can proceed with any of these options:

1. Cancel and refund your order.
2. Ship the order as you placed it if you accept that the Pilot Kakuno in your new order cannot be returned.
3. Remove and refund the Pilot Kakuno from your order, and ship the remainder of your order."



Okay, number 2 is f**king ridiculous. I returned a STUB, GOLD nib because it was defective, and they go out of their way to flag my name for MONTHS later, that I can never again order a pilot pen without being banned from ever returning it? What. The. F**k. I ordered a kakuno. A $12 pen. They are really going so far as to be this petty over $12? Goulet has lost more than $150 on me as customer in just giving me free stuff when problems arise, and I've returned their generosity with thousands of dollars in business. This is deliberate dickishness. But I am reasonably polite.



I'm confused. I had a problem with a stub nib VP. I do not follow the logic that I couldn't return a kakuno with an extra fine if there was a problem with that pen. The nibs are different materials and literally completely opposite sides of the spectrum on size. I also gave very clear macro photos and writing samples showing that the VP nib was indeed defective, so telling me that I can't return the kakuno if it's defective is more than a little strange. I don't expect there to be a problem with it, I have three pilot penmanship with that nib already.

Do you guys actually want my business? This is not exactly a great way to make a customer feel confident. I've had issues with pens from Goulet but they've been accommodating and I've given them thousands of dollars in business.

If there is a problem with the kakuno's nib, I would like to feel confident that you'll take care of it. No brand is completely immune to failings in quality control.


I responded within an hour during the business day but they wait an entire day to get back to me. Again, pretty sh*t customer service practice, dragging things out like this.



Thank you for your reply, and I apologize again for any inconvenience.

While we are happy to help in the case of a defective item, we unfortunately weren't able to confirm the issue with your Pilot Vanishing Point nib. As we're concerned that other Pilot pens may also not be to your satisfaction, we can only ship Pilot pens to you if they are not returnable.

We understand if you would prefer to cancel and refund either your order or only the Pilot Kakuno pen, and we would be happy to assist with those options.

Please let us know how you would like to proceed. Thank you for your patience.


Not only a non-answer, but a deliberately petty, pathetic, and passive aggressive non-answer. They can get f**ked sideways with a rake.



My reply was much less nice. I told them to just ship my **** order because I need the zebra refills. But they've lost me as a customer forever because of this. It's petty and pathetic and sad. They don't deserve to be in business if they think that a single event with a single customer having a problem that "we couldn't recreate" is grounds from banning them from ever having recourse from defective products ever again.



Pathetic. I hope this serves as a warning that Jetpens really doesn't care about us whatsoever. Take your business elsewhere, these people don't seem to want it."

"Whenever I find a pen I like I always go to these guys. Reasonable prices and products arrive pretty quickly. Looking forward to doing business with them again!"

"I am a long time customer, had an issue with a highlighter, let them know and I got this:

"Thank you for your email. I'm sorry to hear that your Zebra Mildliner isn't capping properly, and I'll be happy to work with you to rectify the issue!

First, may I ask if the issue is that the cap does not stay in place when the highlighter is capped, or is it that the cap does not post securely on the back of the pen? If possible, please send us a picture or short video showing the cap not fitting for our quality control team's records."

A video, really?! Ridiculous beyond belief."

"Thank you for your email. I'm sorry to hear about your Sharpie Oil-Based Paint Marker - Extra Fine Point - Metallic Silver,
and I'll be happy to work with you to rectify the issue! First, would it be possible for you to send us a short video showing
the tip coming out for our quality control team's records?

Thank you for your cooperation, and I apologize again for this issue!

Best Regards,
Heidi
JetPens
NOT THE SORT OF BUSINESS YOU WANT TO TAKE YOUR GRAND DAUGHTER TO."

"I've ordered from JetPens quite a bit recently, and so far all the experiences have been very good. My only complaint was a pack of Zebra Marble Pens I purchased came leaking, but it was only one pen from a package of four (The pens are cheap to begin with, so not much of a loss to be honest). My orders shipped out in one day and it arrived quickly.

Anyways, I'm definitely going to be ordering a significant amount of my school supplies from them =)"

"Prices were not the lowest and their free shipping is as if someone is walking it to me. Sent usps ground and should have been a 2 day transit. Has so far been 4 days with no known delivery date as of yet. "

"Every time I've ordered from Jetpens, the order has arrived within 2-3 business days of being processed, despite an average estimated time of about two weeks. Admittedly, this is probably more thanks to the postage service than anything on the business end, but Jetpens is still pretty awesome. Every product I've purchased has had a detailed description written by someone who has clearly used and knows the item well. I have never received a defective item... although this may just be due to luck, but I'm inclined to think it's more likely that they actually check the items before sending them out. I legitimately can't understand why they're rated so low (currently below 2 stars) when they provide such high-quality products and information for the prices they manage."

"Be aware, customers !

I used to shop bunch of stuff from them, because I like stationary. But for the last few times of experience, they are horrible.

First, you can only e-mail them through e-mails for any concerns. It is not convenient. But ok, the worst part are two parts.

1. sometimes, they do ship you defected items. For example, once they shipped me JUICEUP pens, which are leaking...I had to write them e-mails explaining with pictures...It was summer, but the JUICEUP pen should not sweat, right?

2. You have to pay your own expensive shipping fee to ship back defect items they sent you. It does not sound fair, right?
If products you received are defect, why should you pay for shipping fee? I overhead that it is possible they may ship you returned items from someone else. Be aware ! Such things DID happened before.

3. They judge things based on their limited perception. For example, recently, I bought a pencil for my little relative. I did not know it was made of heavy material, and so I decided to return it along with other two items. Paid more than $11 for a few bucks worth of pencil. They e-mailed me saying that the barcode sticker is missing. I said ok let me check...Fortunately, I found it. But they made a quick conclusion that I used the pencil. How would I do such a thing on cheating one pencil? Do we customers have basic honesty. Just because the sticker fell off for some reason due to shipping ? moving? unknown reason, it fell off, and thus the pencil is used... I bought many products in the past, and sometimes, the sticker of price were not even there...so can you assume that I used them? This is most ridiculous thing I have ever encountered.

Just be aware, you might get lucky ending up with good items and you don't have to deal with them...for those who may not so lucky. be aware!"

"Order never arrived and they will not provide a refund! Told me I failed to provide a SAFE address, BTW--my box is safe and secure with a key...I will never order from them again!"

"I purchased ~$40 USD from jetpens, paid ~$10 USD in shipping on Nov 3.
Then I was charged another ~$17 CAD or ~$13.5 USD on duties again in order to get my package on Nov 14.

That's OVER HALF the value of the products in shipping/duties! NOT worth it. Buy elsewhere."