"National Pen Company is very slow to respond to online orders. After several days, I had to call my sales rep. The company's process to present customers with artwork for approval is very confusing. The email contained multiple versions of art. Not best practice compared to other companies. National Pen Company does not take responsibility for their mistakes. They are eager to apologize with words, but do not make it right financially. I would look elsewhere."

"We ordered our pens 2 months before we needed them to allow plenty of time for any issues. It took 3 weeks to get the proof back and then when I hadn't heard anything in over 2 weeks I rang to check the progress of the order. I was told there had been an issue with the printing and they had cancelled the order. No one bothered to let us know. We now don't have enough time to get the pens from anywhere else. I have 50 pen cases but nothing to put in them. NOT HAPPY!!!"

"ordered flashlights flash lights arrived rattleing around loose in box with no packing some were turned on hence dead batteries faxed complaint to customer service multiple times was not shown the courtesy of a responce. adios Nat. Pen"

"So I ordered the pens they sent me a sample of in the mail. They do plainly note that there is a $19.95 set-up charge, which i was expecting. However, then I get the final bill and it's about $20 higher. The shipping charge was quite high (for a small box of pens). So whatever you think your order is going to be, add at least $20 to it."

"Prices and quality are good; but their customer service is amazing. When I had to call to adjust my order, he was very professional, patient and courteous. Travis went above and beyond for us and I will use Pens.com again for all of our promotional needs! "

"I've used National Pens a number of times and have always been very happy with them. Until there's a problem. I wanted to cancel an order, which I thought I had (I called and explained I couldn't cancel from the ordering page). I then ordered what I wanted (50 gift box sets of red pen and torch). However, 2 boxes arrive - the one I ordered and the 'cancelled' one. I called the 1800 number immediately and was told they would get back to me. They didn't. I had to call another 2 times. They finally offered me a 10% discount off the cancelled order - that's $24 off a $249 invoice. I'm a very small tai chi business (less than 70 students). I'll have to fork out $477 for Christmas giveaways."

"I ordered the stainless steel tumblers with our logo printed on them. The logo was supposed to be 1.5" tall but when received they were less than an inch. Sent photos to customer service, received return shipping labels, only for them to tell me that they needed more photos (of the tumblers that I have returned to them?) The logo is also crooked. They are refusing to make this right. They are saying I measured the logo wrong by not going to the top of the "C". I clearly did as can be seen in the photo. If I didn't it still wouldn't account for it being 1/2" short. Terrible company, even worse customer service. Basically stole my church's $300."

"I ordered imprinted key tags and the print was so small you could not read it. When I called customer they agreed, but then they called back and said that's the way they print and they are not going to replace them."

"Poor customer service, lack of communication, long waiting."

"This is hands down the worst company our business has ever ordered from. After placing the initial order, I was never notified - not through phone, email, etc. - of an order confirmation. I uploaded our logo to add during the ordering process, and never received a proof after being told that I would. I called after several weeks of radio silence and was told that my order had been completely forgotten about. Never in my life have I experienced such unprofessional business practice.

Before the forgotten order was "expedited", I asked for a proof to make sure that the logo and text came out the way I had requested. No proof was ever sent, no order status updates were emailed, and the pens arrived a month and a half later than our initial delivery date. One of the boxes arrived completely ripped and damaged, and we counted approximately 30 pens missing. However, the biggest mistake was that the logos were missing. We received 700 pens without a single company logo. After calling customer service, I was told that they were unable to replace the incorrect order and that I would have to pay for the new order. I asked for a full refund and for the company to replace our incorrect products without a charge, but they insisted that charging us was "company policy." I spoke to multiple customer service reps, each of who were absolutely unhelpful and simply repeated that they couldn't replace the order for free. Definitely our first and last time ordering with these scam artists."

"I placed order and printed out confirmation my order would cost $55.71, but when I received the pens along with a bill for $94.65, I called to complain. That is when they pointed out all the hidden charges, $19.95 for set up and $18.99 for handling. I did not agree to these charges or look closely enough at the bill I printed out from when I placed the order.

These hidden charges almost doubled the bill. Do not order from them unless you want to pay double what your initial order says the charges will be. "

"Please be very aware of this company. I ordered my pens and paid by credit card. I was charged way more than I should have. I emailed company from my online invoice and got a short response 1 month later saying this was because it was processed in Ireland so I was charged more. So I then phoned the 1800 number in Australia and they told me the same.
Not once was I told this, in fact the advert said it was so much per unit for the pens and the ad also made me believe it was in Australia.
Totally unresponsive company that has taken my money and doesn’t care about helping us out.
In regards to the pens, the pens are ok, but My previous purchases on eBay from an Australian company has given me far better pens for the money. National pens are light and plasticy and of not very good quality.
I will never be returning to national pens based on my experiences with them. Please beware if considering using them. ....... very dodgy. "

"I will not order from this company again. Their online ordering process is deceptive as they do not collect credit card info to place the order. I was processing an order to get a total (including tax & shipping) for management approval before I got there I receive a "thank you for your order" screen. I backed out and went about my day. I thought because I had not given them payment info, my order had not been processed. A couple of days later I received an email telling me your order has shipped. I immediately called them and was informed that there was nothing they could do because the pens had already shipped. Nowhere in the ordering process did I see that this was their process. Every e-commerce site I have ever bought anything from asked for payment information before processing the order. I'll bet I am not the first person who has been deceived into placing an order by this process. I finally just paid the bill to get them off my back."

"First order is easy !
But then ..wait .. I have to pay extra for set up , imprint , ridiculously high delivery charges .
Fine . I paid .
They say next order is easy and way cheaper.
Received promos like every month .
Tried to order a couple times but website never accepts their promo cod .
Finally I called.
Sales rep. starts asking me my phone number , email and other info .
He did find my name there but not all that ?
It's all on the pen they sent me !
And he say that now I have to pay again all the charges that I was told will be waived my next order .
Guess what...
NEVER WILL BE NEXT ORDER ! "

"I have dealt with National Pen Company many times. I have ordered monogrammed pens, notepads, and such. Each order was delivered quickly and just as I had ordered, at the agreed upon price. You have to be careful, because they don´t tell you about the shipping charges and set-up/handling fees until the very end, but, you can cancel before they charge you. They do have specials where they offer free shipping and set up, so, it is good to get one of those. "