"Ten days after I placed my order, I called to check on it. I was told they didn't have my pen in stock. Apparently, they weren't even going to call me to tell me they couldn't fulfill my order. So I changed my order to a pen they did have in stock and the employee on the phone placed my order. I called to check on my order days later and was told they AGAIN could not place my order. Now I will not have the pens I needed for a conference.
Terrible customer service. I was told the first issue happened because "their computers don't talk to each other." How do they run a business like this in 2019? Good luck getting your pens if you place an order with them."
"They sent me the Wrong color pens. When I called to get them replaced for the correct one she said I had to pay for what I received because I placed the order incorrectly. I told her that the order was placed with customer service & she basically told me i was stuck with the pens. She also stated that there was no resolution except paying for the pens & reordering. This lady has terrible customer service skills, she is rude & very unprofessional. Her name was Jenny, I will never do business with this company again."
"If there is a zero for customer service I would give it to them. They don't even try to help you with the problem. They will give you all the excuses in the world, such as the computer is not working, I will give you a call (they never call back). The other guy I talked to didn't even ask for my information and he told me immediately he cannot help me! I asked to be transferred to a different person he said he cannot transfer me for that reason? They didn't even bother lifting a finger to help.
This company is a scam. Just going to take your money and charge."
"There are other vendors and I would strongly recommend using them. Here are the reasons:
They bill by the invoice you receive with your shipment. Without it add 3 minutes to the call time.
The products are run of the mill and just like everyone else's.
Customer service is slow and not very knowledgeable. They will have a hard time understanding you so get ready to explain a couple times. I have a $50 voucher that I can't use because they don't know what I am talking about. The voucher was sent by mail with no distinguishing codes and looks very unprofessional. Just give me a credit or take the voucher, now you have lost me as a customer."
"While the pen was nice and wrote well, my customer service experience was unsatisfactory. Every year, I place an order for pens in time for Christmas and this past year was no different. Unfortunately, this time I received the pens I ordered, but the customization had been changed without my prior knowledge or approval. I had placed this order online on their website, and had uploaded a logo as well as added some wording to go along side the logo. When I received the pens, they only printed the logo and Removed all of the text I had requested. When I emailed pens.com, I was told that they do not have to get my prior approval even when they change my order, and that there is nothing else they could do for me! Not that I was asking for anything, but I didn’t even get an apology. It is unacceptable and unprofessional. This is not how business should be done. I will take my business elsewhere."
"I had never used this company before for product, but we received a sample pen that was pretty nice so we decided to give it a shot. I called because the promo that we had in hand was expired. They agreed to honor the price of the promo and had me send our logo over to them to give us two proofs. I spoke with Allison Stacey first and she was super nice, she also told me that we would have proofs by the end of that day or the next day. At the end of the following day we still didn't have anything so I followed up over email to which I never received a response. I then called two days later and spoke with Jessica Rutherford who ensured me that they would get the proofs to me that day. It has been a week and I still haven't heard a thing from anyone! I work in customer service and this is NO WAY to treat customers! You don't promise something and then not deliver! That to me is unacceptable! After reading the other reviews now that I've gone through this, I'm glad that I chose to look elsewhere! BEWARE OF THIS COMPANY, I WILL NEVER USE THEM! TERRIBLE CUSTOMER SERVICE!! If you do use this company, prepare yourself to be placed on the back burner! "
"I only gave one star because I couldn't leave 0. Ordered 100 pens. Received them and the yellow pen you cant even see the print on it. All of the pens the writing was crooked on the pen. The sample pen that was sent to me had bold , large lettering and the ones they sent me looked totally different. I called and was asked to send pictures. I did. Nothing. Called again and asked to send pictures to someone else. Nothing. Called the third day and told the same thing . Finally an answer which was yes the yellow you cant read so we will give you a 20 percent discount. As far as crooked nope that isn't true they claim. Now the kicker, the sample is bolder and bigger but we cant guarantee the actual product would be done that way as its printed on a different machine. WHAT??? So I order because I like the sample but what I get is totally different and you offer me 20 percent off....NO THANK YOU.
SO BUYER BEWARE!!!"
"Ordered online -just before you hit submit for your final order, they offer an additional promotion for more pens at a discounted price that is only available now and not for future purchases. I went with the promo for additional product. BEWARE YOUR ORDER GOES THROUGH with your original amount and then: You get billed for a second order including the promo price. I paid the initial bill of 167.59 in full 3 days after receiving. THEN a month later I get collection calls for an additional 123.**** Where did this come from? I called the company customer service saw the order was the same day within minutes of eachother, processed, shipped and received at the same time. Customer Service said I should have called....this problem (double order) only happened because I accepted their promo at the end of my order. It clearly states that this promo is NOT AVAILABLE ON FUTURE ORDERS. Accoring to customer service this supposed order was placed 10 minutes after the first, so why did I receive the promo price if that was not available on future orders? They speak out of both sides of their mouths. They offered a 20% discount as resolution for something I DID NOT ORDER TWICE. Their system does this and then you get double billed. Deceptive Trade Practice plain and simple BEWARE"
"I have contacted the ACCC regarding this company. They have my money and have not sent the goods. That was over 5 months ago! They either do not respond to emails or tell you to call them, despite emails requesting email correspondence as they are closed by the time I finish work.
The worst business management I have ever seen in my life. I cannot believe they can still operate with this terrible service.
Still waiting! "
"I wanted to order some pens for a Veterans day assembly at my children's school. I went on to the website and find what I wanted and did the set-up. I checked paypal for payment and next thing I knew I couldn't find anything! No order history, no email, no confirmation that the order was actually placed. I went on the website twice to look and couldn't find anything. I also checked my email and junk email to see if any type of confirmation had been sent I nothing was received, Two days later there was no sign that the order went through. So I went with another pen company. Three days before the assembly I received a box from national pen company with the product I had tried to order. I wrote an email stating that the product couldn't be used since I already had gone with another company and about how to return them. It took several days to get a response and it was asking for me to call. Due to Holidays I didn't get back so I sent another email. Again took a day to get a generic response and a few days later to get an email to call them. So I called. They couldn't help me without the in-voice. So I had to call back since I wasn't at home. When I called again I was told that since the pens were shipped on time I needed to pay. I explained that I would have cancelled or not have ordered from another company had I only received a confirmation that the pen order had gone through. I stated I would be happen to have them sent back if they could remove the 2018 and I would pay the cost of removing the year and then I would pay the full amount. All they would offer me was 10% off my next order. Again they repeated that since I received the order I needed to pay. So what is to stop them from sending me pens and a bill just to get more money? I will never use this company ! I would be happy to work with them, but they just want me to pay and won't acknowledge the fact that most people want a receipt and had that been given to me I would have paid and not ordered from another company who confirmed my order and gave me tracking information. The pens did turn out nice if they would send confirmation and tracking information when you order, as well as be more willing to meet me with a solution then to pay for pens that I can't use, this would have been a different review."
"We got sent samples of pens with our company name and told we could add a line which we did. We have received the pens with just the added line no company name. They say we didn't ask for the company name. I am reporting them to Consumer Affairs Victoria as I do not believe that we have been treated correctly they are now demanding payment for useless pens with no company name on them."
"We have been dealing with National Pen for a couple of years and everything was smooth and OK. But this year we received the calendars with wrong information, nothing to do with my company. I cannot use them, so I am not going to pay for them. They say that they have my voice saying Yes but when we asked to play the authorization recording they said they can't do it but that it is my voice. Keep away from this company."
"Ordered pens more than a month ago and haven't seen anything yet!"
"I did not approve the order and asked for changes to be made. They filled the order anyway without making changes. When pens arrived (in wrong color) the logos were patchy and half scratched off. I tried multiple times to get this resolved but "customer service" staff actually hung up on me. That is basically stealing...."
"I ordered from this company a few months ago, so I knew what to expect about timing for delivery. I placed a different order a week before Thanksgiving so I could have it approved before the holiday and that would ensure I would get it by the 1st of December. Not so much. The customer service person "assigned" to my order would not answer my calls or emails, so I called and talked to someone else who assured me they would send a proof (after Thanksgiving). They never did. I finally talked to someone who had to go above and beyond to finally get me a very late proof to approve, and even placed the order on rush. Bottom line is I still don't have the pens and they haven't even printed them yet. Horrible service and I will NEVER order anything from them again.
I LOVE seeing all the terrible reviews. Soon enough they will fix their problems or be gone! You are terrible people and should be ashamed.
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