Complaints

This profile includes complaints for National Pen Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  National Pen Company

  12121 Scripps Summit Dr Ste 200 San Diego, CA 92131-4609

• 

  National Pen Co. LLC

  PO Box 847203 Dallas, TX 75284-7203

• 

  National Pen Company

  16885 Via del Campo Ct Ste 100 San Diego, CA 92127-1700

• 

  National Pen Company

  342 Shelbyville Mills Rd Shelbyville, TN 37160-3833

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/24/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is with Pens.com on my last order. This order was made some time late February early March 2025. This company will send me samples of pens with my business name (Buckeye **************** and phone number *************) on it, if I like the pen, all I have to do is go to the site and enter the promo code to order it. The code automatically enters the information, and then I just order. Even when I sign in to the web site all the information is there and correct. This time on this order the pens had just my personal address and phone number completely worthless to me. When I contacted them about it, they said I entered the information incorrectly. As I was speaking to them, I was signed into there website and all the information was correct. I was also holding the sample pen that they sent me which was correct. They refused to acknowledge that they did something wrong.Order ID/Reference Number ONYX2EM-01M82-7E0 / ******** Invoice Number ********* Amount $135.99

• Initial Complaint

  Date:03/03/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased from this company for the last 3+ years. I received a promotional offer in the mail for what I thought were the same pens I had been buying the last the last three years. Unfortunately, the pens arrived, and they were not the same pens. The point on the pen was very dull, compared to the pens I had purchased a number of times. My work has double sided paper and the new pens will not bleed through the paper. I was hoping to contact pens.com and return the incorrect pens in exchange for the same pens I have purchased every few months. Pens.com is only willing to provide a 15% discount off the total... I purchased ***** pens that I cannot use. 15% is a slap in my face. They are not willing to provide any other resolution so I want to make sure other businesses are aware of their marketing practices. They will send you marketing materials that look the exact same as what you have been buying, but in reality, it is an inferior product for the same cost. I hope this complaint can prevent another small business from going through the same headache that I am going through.

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February *******, I received my order of 250 inkpens. I ordered 4 assorted colors of pens. My order only included 3 colors of pens. I did not receive the silver pens that I ordered. I received 54 blue pens, 87 rose pens, and 109 grey pens. The gray pens did not look as well as the other pens. We like to give people a choice of the color of pens. If the order had a balanced assortment of pens, I would have accepted them. With my previous orders, the company had contacted me to let me know they did not have the color of pen I had ordered. They gave me the choice to cancel my order, or wait for the pens I wanted. They did not do this time. I contracted customer service. The employee was very rude to me and told me they had told me if they didn't have the color I ordered they could give me another color. This was also not true. I had tried to get a refund on an order i cancelled immediately after ordering. They charged my credit card without my consent. They did give me credit for the charge on this order.

• Initial Complaint

  Date:01/29/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered over $1000.00 in products from pens.com. There were three different products. Two different color pens, a bottle opener/wine corkscrew, and a flat bottle opener. The actual products looked completely different than the proofs they sent me. The font was tiny and didnt cover the whole product, as it showed in the proof for the flat bottle opener. The bottle opener/wine corkscrew had the WRONG PHONE NUMBER on it, making me unable to use any of those for my business. The pens didnt show initially. They had to send new ones, which came well after my event I needed them for and they were cheap materials (not at all like the first pens Id ordered from this company), were falling apart, the info on the pens rubs off almost instantly, they bust causing ink to go everywhere, and just cheaply made overall. I requested a refund and said I will happily send back all the products, as Im unable to confidently use any of these to market my business. They said no, yet continued to send me the invoice to pay!!!!! I finally got sent an email from a collection agency!!! Im not going to ruin my credit over this garbage company, but feel others should know they are awful to deal with, have crappy products, and will make sure they get their money even after proof of issues with their products!! I want a refund of the money I sent to **** *************** for fear of this hitting my credit and no more contact from Pens.com.

• Initial Complaint

  Date:01/22/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 2024: We received an advertisement for a new promotional pen with a sample pen in the mail. The sample pen ALREADY had our name & address printed on it. The offer stated that if we did not change the current printing that it would be included in the offer. However, after placing the order we received a follow-up email stating that, in addition to the regular price, we were also being charged the additional set-up fee. Several ****************** calls debating this addition proved unsuccessful as they were now adamant about charging the extra fees. We immediately cancelled the order. We checked their website & saw that no ticket had yet been written for the order to be shipped. We then, on a telephone call with "*****" in ***************** AGAIN cancelled the order & told them NOT TO SEND IT or it would be refused. They chose to send it any way. We refused the package & sent the unopened box back to the ************ The *********** returned the item to the address on the box. We later received a phone call from Pens.com stating they had received the returned item & requested a correct address to re-ship it. AGAIN we told them we had cancelled the items & did not it. That began a new barrage of ************** calls from the their **************** about now past due bills... doubled in price with added late fees. We again reached out to their customer service department, AGAIN stating we had cancelled the order. We spoke with a woman named RHADEKA **** who asked us to send copies of emails/proof that we had cancelled the order. We sent what we had explaining that much of this had taken place over the phone with "*****" in ****************. She promised to look into it & would "junk the returned pens" as being a cancelled order. We thought that settled the matter UNTIL TODAY (January *******) when we received a WARNING letter about a past due bill with yet more late fees added. Mind you, we do not have these pens.

• Initial Complaint

  Date:12/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on December 2nd. Never received it, but got confirmation it was placed. I called 2 weeks later and questioned about my order and was then told the item I ordered was ut of stock, not once did anyone from the company reach out to me to advise me of this. I got the recovery department on the phone and they told me what was available, so I placed a new order with them for the white notepads with the green writing, at this time they released my other order, the pens and I received them a few days later. They were holding that order up as well. The last communication I have had with them was on 12/11/24, they were going to do the new artwork and send it to me to approve, I have not received that yet and I have called every couple days and no one can help me. Last straw was this morning, i called again and was told no manager is in the office until the 30th, so no one can speak with me to help, all she could do was escalate the issue for when someone does return. This is unacceptable, considering I left a message on Monday the 23rd for a manager as well and never received a call back.

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First, stating the company is in ***********, ** is misleading when orders are shipped from **. My main complaint is unwillingness of customer service to correct their mistake. We are a tax-exempt organization and our tax exempt certificate was filed prior to ordering to set the account up as tax exempt. But I was still charged tax on my initial order placed 11/12/2024. The company did refund the tax when I contacted customer service about the error. I was requested to send another copy of the tax exempt certificate to get the error corrected. The tax was refunded, but the charge was added to Invoice #*********. I placed another order and tax was not charged. My invoices still show $88.83 due for the tax amount on the original order that I was refunded. **************** keeps telling me to send my tax exemption certificate, which I have sent several times and WHY our account is tax exempt. This week I sent a detailed email showing my orders, the amounts for product, the amount for tax charged, the credit received, and asked for a corrected invoice that does not show $88.83 due. This will cause a problem on a state audit. (The $88.83 listed as due on Invoice #********* is the tax charged on my initial order and that was refunded 11/12/2024.) **************** representatives are foreign and hard to understand if you call so I prefer to do everything by email. Unfortunately each email to customer service is like starting from scratch because they send canned replies asking for a tax exemption certificate, which has been filed multiple times with this company. I do NOT recommend this company because their customer service is horrible, it's misleading advertising they are located in ***********, *********, and products are hit-or-miss with quality.

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 18, 2024 I paid ******* $576.51. ******* committed to provide Roylatea Tea Room with pens that would make our company pens stand out, write on paper, the barrel would fit the body of the pen. They would not spin losely, the pens comes apart and are an embarrassment to our company and myself. The nature of my complaint is that the pens spin, do not write, and comes apart easily. These pens do not ***resent who or what our company stands for. I have made contact with customer service twice. I was told that it was too long ago to get help now with this issue. I told Pens.com that I was a new business and that I ordered the pens so that I could have them when I opened my new business. As of 12/9/2024 I still have not opened my new business and now it is near time to share my pens as part of advertising and getting the word out by giving customers a free gift. I offered to send the pens back and they had *** call me to say there was nothing she could do and offered me another deal. I was told that these were not good pens and was sent examples of some pens that would be better. Well, if you knew the pens were low standard why do you have them available for purchase? Why should I have to spend more money especially if, I am a new business with small budget. I can't give them away if they don't write, spin consistently, or come apart. I only want to exchange them for another brand that works. A brand they suggested that would better meet our needs. I also did a review so that the next client to order pens would not have the same problem that I am having now. The review has been taken down. My first review was there. That is not fair to take reviews down. That is the whole reason for reviews. I could not attach my profit but will send it if requested.

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are trying to double bill, plus the product was late. The pens were paid for on my credit card, but they were late. So I disputed the charge. The order finally came and I removed the dispute and the credit card re-paid the bill. National Pen refuses to accept proof from the credit card company that it was paid, and are trying to double bill me.

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered pens from pens.com for $183.07 on 9/11/24. I put in our department credit card, which was charged immediately. The charge went through and has been reconciled. Pens.com shows that it was paid upon ordering. I have shown this to their staff, who continue to harass me with emails and phone calls saying the invoice is unpaid. The issue is on their end. It is their job to fix it. They have been paid, and it is not my fault that they can't keep track of it.