ComplaintsforNational Pen Company
Advertising Specialties
Current Alerts For This Business
Pattern of Complaint:
BBB files indicate that this business has a pattern of complaints concerning that the business is not fulfilling customer orders as submitted, such as orders being defective, incorrectly printed, incomplete, and receiving incorrect colors. Consumers also allege that when addressing these issues with customer service representatives, they did not assist in resolving the concerns.
On October 5th, 2022, BBB submitted a written request to the company encouraging them to address the pattern of complaints. As of October 19th, 2022 BBB has had no response.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/30/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Transaction occurred on 4/11/2023 Total expense was $81.51 Business advertised a special on a product for $0.35 via email. Curious I went to the web site with email link provided and proceeded to go through steps for a possible order which seemed nice. During the process the site then advised the shipping cost was going to cost more than the actual product order. I never submitted the O.K. to proceed with the order, never entered my credit card number and in fact exited out of the site completely. Sometime later, approximately one week I received the product that I never ordered with an invoice. I contacted PENS.Com via telephone and was advised that there was nothing I could do except make a police report. After receiving another invoice with a late charge, I reluctantly paid. $106.51 Account# ******** Invoice#*********Initial Complaint
05/03/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Pre paid for an order mid day Friday April 26th for bags and custom pens. Late Monday, I receive emails to confirm proofs are acceptable and accept or reject. I rejected the pens right away as they did not have our logo on it as shown in the mark up I did online.I accepted the bags conditionally as long as they were able to turn around in the two days production time indicated and shipped to me for a no later than May 6 arrival. These are being brought out of the country for promotional purposes.I called and followed up to only speak to a ** rep in ******* who spoke poor English. She said they would ship by Weds and are done in ****. I find out they shipped yesterday and coming from **************, won't have them on time.I have zero need for the bags if they cannot be brought on this trip. Zero support from the ** rep, cannot get anyone in the ** to help. I sent several emails asking for a commit to me by May 6th, no response. Ignored my request, she knew the need for May 6, yet did nothing.They close the deal and then fail on commit.Initial Complaint
04/30/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I received an example pen in the mail to my business. I went online and started an order. Once I got to the area that showed a $20 setup fee and $20 shipping fee I was not wanting to proceed with the purchase of any pens. Never got to an area to enter a credit card and to my surprise I received them in the mail anyway with **** to stated on the invoice. *** spoke to them numerous times to try and resolve this. They arent returnable and keep sending me past due invoices. Its an unethical scheme. I have never encountered any online ordering transaction where an order is placed without inputting a credit card number.Initial Complaint
04/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We have ordered from National Pen before for promotional items. Last year we ordered tumblers. National *** reached out to us by calling and asking if we needed anything. I told the representative we were low on our stock of tumblers. She said she would put an order together and email us, which she did. We looked at the order and it seemed to be the exact same so we approved it. When the tumblers came in, they were not the same. 1. Logo was not lasered on like the previous (it was stamped on)2. Different coating than the last. Several tumblers were damaged when they put them in the box as well and I sent photos to their customer service. I also sent a side by side photo of the two tumblers where you can clearly see the differences. After submitting all of the photos and explaining everything the response I get it as follows:"Hello ********,Thank you for your email. Upon reviewing your order, it shows that it was placed for the 20 oz. Denali Stainless Steel Tumbler. The order before was placed for the 20 oz. Engraved Denali Stainless Steel Tumbler which is the engraved version of the tumbler that was recently ordered. Hence, the difference in the printing of the products. The order was also approved for what was received. We are prepared to extend to you a 10% discount off the invoice to keep. Please let us know if you should have any further questions or concerns regarding this."1. She did not spell my name correctly so thank you for that. 2. How were we supposed to know they were different because the word "engraved" wasn't on the proof they sent? It is the exact same name. All we wanted was for them to make it right. I even offered to send the tumblers back as we cannot hand them out to clients because of the terrible quality. They offered 10% off. Not acceptable. I called and gave them one more chance to make it right and they did not. I told them they would lose our business after we have spent thousands.Initial Complaint
04/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On April 8th, I browsed the companies pens. Their promotion states they will send you a free sample. I believe no harm to see what the pen looks like. At that time I provided my address and name. Nothing else, no credit card information and no intent to order information. I received the pen and decided I did not like the quality. I only touched and received the pen, I was not aware of a follow on email or invoice or order. I moved on and never went back to the website because I did not want the pens. One week later I received a large order of over $100 of pens. I didnt not sign nor acknowledge an order and still till this day have not provided credit card information. I did not approve a design nor an amount. In the same box was an invoice requesting payment. I called to resolve with the company and they refuse to take back the pens and instructed me to make a police report. I never approved or confirmed an order. I believe I am a citizen that is being taken advantage of and as an individual that English is my second language I am not being treated fairly. Nor did I gain any assistance from the company on how to resolve. This is unfair to all and this company should not be allowed to run like this and send unwanted merchandise attached with their predetermined invoice.Initial Complaint
04/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have several times over the course of 3 years asked that this company stop contacting me. Each time, the agent says they will put me on their no-call list and yet, 3-6 months later, from a different phone number, I get a new phone call from them about a new promotion they have. I purchased one item from them over 3 years ago and have no sought out anything from the company since. I have respectfully asked to be removed several times, the last 3 of which I have specifically mentioned that I have requested to be removed before.Initial Complaint
03/29/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Dates of transaction #1: 08/08/2023 The first order was for a colored notebook originally out of stock. They called to replace the order for an even amount to the refunded order that was canceled. After the credit was applied, they claimed we still owed money and didn't send us one of the colors of the notebooks. When I attempted to call, they basically stated that I was lying and they were going to listen to the past recordings and contact me back, which they NEVER did. I made several calls and sent emails with no resolution. They wouldn't listen and never resolved the issue and then sent our bill to collections for a product we never received.Date of transaction #2: 08/25/2023 This order is for contour wrap pens that when we received, most were defective. I made several calls and attempts with the company. They finally stated that they would send us a return label so that we could send the defects back and get correctly printed pens. They still haven't sent the label nor canceled our invoice. They wouldn't listen and never resolved the issue and then sent our bill to collections for a product we received defective.Initial Complaint
03/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
At the end of 2023 we had a campaign to raise monies for some repairs our building needed. Using Pens.com multiple times for different items, I felt comfortable using them for these stainless steel coffee mugs. We sent in all the appropriate images and got a final proof. All good. Until we received the mugs. We only ordered 30 but only received 8, three of which the logo was smudged/blurry. 4 weeks later we received the other 28, also with blurry images. Plus I noticed that the image would rub off just with your finger. I called, emailed and sent in pictures. 7 different people called demanding payment for a product that was late and defective. No one knew the other was already in communication. We were never able to use the mugs as the fundraiser that it was intended for. They offered a 30% discount and I only paid the invoice to be done with this company. They do not stand behind their products or guarantee. Do NOT USE this company.Initial Complaint
02/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased pens through National Pens. When I received them the logo was blurry on all the pens. They offered me a discount and initially I agreed. Once I pulled some of the pens out of the box, the tips were wobbly when writing with them. I called the company and told them I did not want the pens. I sent the pens back to the company. They had their quality team check the pens and sent them back saying there was nothing wrong with them. I called them and told them I am utilizing my customer satisfaction guarantee. I told them I am the customer and I need to be satisfied and I am not. I do not plan on paying for these defective pens. The company keeps calling and sending invoices despite me telling them I am not satisfied. The company has photos of the blurred logo and notes in their system acknowledging the defect but are still demanding I pay the invoice.Initial Complaint
02/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 12/27/23 I called National Pen Company (pens.com) to reorder duplicates of my business branded pens that I had ordered from them back in 2021. In a matter of days, the pens were ready. When I opened the box, I noticed that the pens were different in color. My logo consists of a blue, white, and peach hue color. The name of my company is supposed to have the peach hue color, but on the new pens it had a burnt orange color. After several calls, I was told to send in pictures and then on another day I was told to send in 25 pens, so that the quality control team could investigate. 12 days passed by, and I was told a decision had been made that the new pens were the same as what I received back in 2021. I strongly disagreed. I found out that they didn't have a sample of my old pens to compare them to. They said they were compared to my pictures that I submitted. I stated you can't go by that because of lighting of the photo, and the resolution of either the cell phone or desktop that you're viewing them from. I said that the only way you can do a true comparison is if you're looking at both pens with a naked eye. I then asked to speak to the manager. I was transferred to **********************. He started arguing with me by stating that the pictures that I submitted indicate that the old and new pens matched. I told him they don't and that I know the colors of my logo. He then offered 30% off. I mentioned I can't accept pens that don't represent my company. He then resorts to stating that the old pens had faded which is why they don't match the new pens. I told him the old pens matched my logo back in 2021 and they still match my logo now. He started manipulating my claim. He then said he could offer 50% off and that the ticket would be closed. I said you can't close the ticket and submit a 50% credit to me when I never gave you consent to do so. I said that's unethical practices. Overall, they neglected to follow their "Perfect Print Promise" company guarantee.
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Contact Information
12121 Scripps Summit Dr Ste 200
San Diego, CA 92131-4609
Customer Complaints Summary
167 total complaints in the last 3 years.
33 complaints closed in the last 12 months.