ComplaintsforNational Pen Company

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered cups using a professional logo designed from my husband's employer for my work. I did not get a proof to okay. I got the cups a few weeks later, a week before our Christmas party, and our circle logo is shaped like an egg or alien head. I called to complain and had to send pictures, which I did. It was too late to replace them for our Christmas party but that wasn't even offered. Their offer was to refund me 20% to keep the cups. Nope. 30% to keep the cups. Again, no. This would reflect poorly on my husband's place of work and me. I pointed out their "Perfect Print Promise." I was offered my money or a reprint. Because I was days from when I needed a gift for my employees and I didn't know the next print would be spot on, I asked for my money back. I was told the next day, December 4th, it was being sent to be approved by the refund ***** I got an email saying the exact same email on December 5th. Fast forward to December 14th and no refund. I called today and was told there was some mistake and it was never sent to the refund **** but would be and it would take 3-5 business days. I said if they had done it right, I would have my money to reimburse me for buying a new gift for my employees at their Christmas party so I wanted it expedited. ******* placed me on hold for 20 minutes, during which time I called and was complaining to a second person because of the wait. I was then told it would be expedited and I should see my money refunded immediately. I have received no email and no money.

• Initial Complaint

  12/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I REPEAT DO NOT CONDUCT BUSINESS WITH THIS COMPANY!! THIS COMPANY IS A SCAM AND AN ABSOLUTE FRAUD! I ordered a set of pens in OCT 2023 (order # ONNM2RX-06E33-2D2) - ordered engraved multi-colored stylus pens and instead received ALL BLACK PENS. I called to obviously complain and ask for a refund, instead they sent out a new shipment (order # ONHR8UW-62E06-2H1) and CHARGED ME FOR THIS ONE AS WELL (AND GUESS WHAT? THE SECOND SHIPMENT WAS INCORRECT ALSO)! Now I am stuck with 2 INCORRECT shipments of pens - one paid for and one accruing interest/late fees - which I refuse to pay for! They even said they gave me a discount on the first order, BUT NO DISCOUNT RECEIVED! AND THE ****** SHIPMENT THEY SENT MORE PENS THEN THE ORIGINAL ORDER HENCE CHARGING ME EVEN MORE! Trying to contact customer service is a NIGHTMARE - I always get the run around, saying "We need to review our records and listen to your phone call recordings and then we will call you back with a determination of the situation." Well no phone calls back!! This is not how you conduct business - this company needs to be investigated and shut down entirely! I demand a full refund from my original order and any expenses charged in my name thereafter to be revoked entirely and completely!!!

  Business response

  12/12/2023

  Good morning *****,
  
  Thank you for reaching out and for providing in details the issues you have experienced with your orders. We very much regret the inconveniences caused and sincerely apologizes for any frustration.
  
  I have reviewed your account which shows both orders. As per my understanding order ONNM2RX-06E33-2D2 was placed in September for assorted colors, but all black pens were received. You had reached out and spoke with customer care and was offered a discount to keep. A 30% discount was accepted and applied in the amount of $54.64. You were then transferred to our sales team to enter a new order. With the new order you had wanted the same pens in assorted and you were offered to increase the quantity to 100 where the price was given for $223.60, which you accepted. The new order was shipped and the new invoice was generated. With the credit on the account for $54.64, this now makes the balance owed on for invoice ********* to be $168.95.
  
  Further reviewed shows another dispute of getting the pens again in all black  instead of assorted. I can understand your disappointment for getting the same incorrect pens twice. To assist in getting this invoice cleared, please send us a group photo of the new black pens received.
  
  We look forward to hearing back from you.
  
  Kind regards,
  
  ******

• Initial Complaint

  11/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On October 16, 2023 I ordered imprinted pens with my wifes business information. Order #ONNX7YL-64F67-7R7 I was charged $262.12 which I paid in full with my credit card when the order was placed. A month later I received the order and several (53 of the 210 pens ordered) had printing errors/lettering was peeling off. I used my personal information and email to place the order, as it was a birthday gift from me to my wife. When I contacted the company about the errors, they agreed to either refund the money for that portion of the order or reprint the 50 pens that were damaged. I elected for the pens to be reprinted. I received the new pens from the company. On November 3, 2023, they sent a new invoice #********* in the amount of $55.43 in my name with a customer ID # ******** to my wifes email. They merged her account to me and billed her for the reprinting of the pens that they originally sent me with errors in the printing. This does not appear to be an error on their part. It is a very troubling business practice to falsely charge my wife for an order she did not place or receive.

  Business response

  11/21/2023

  Good morning ****,
  
  We very much regret knowing that the system generated invoice was sent to your wife's email. No doubt this error has caused you some frustration and for that we are truly sorry.
  
  All replacement are entered at cost and the system will automatically generates an invoice. Please note, that once full payment is made on the original invoice, the cost for the redo order is taken from that payment and is transferred to that invoice, thus closing the same. Rest assured that no payment is currently owed on your account.

  Please accept our sincere apology.

  Should you need any further assistance and have any questions, please feel free to let us know.

  Kind regards,

  *************

• Initial Complaint

  11/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order for 3 separate items from this business. The first item to show up was the shopping bags. We placed the order for the assorted bags, which was 3 colors. We ordered what we thought was a step up on quality from the traditional bag. When the bags arrive, there is only 2 colors not 3, and the quality of the material was CHEAP and the bags have white specs all over. We had planned on selling these bags to customers and can not. Then the second item we ordered was a Christmas card they sent a sample of with a magnet calendar inside. The card they sent was beautiful. I had actually placed it in the cart and waited a few days before I decided on the bags. I then added the bags and sent the order. Somehow the Christmas card order got switched to another style card in which is VERY Blurry and poor quality. When calling and trying to address these concerns, ast first we were ignored, then we were talked down to and belittled on the phone. Then we called and asked for supervisor and was told we would get a call back and NOTHING. Have had very little luck with products from this company. Pens we ordered earlier in the year are very nice, but writing quality is poor and they wouldn't stand behind them either. We just paid for the and counted our losses. This time the 2 items are useless. I asked if we could send them back and the one lady said yes but you still have to pay for them. What sense does that make. It just seems the company doesn't really stand behind and back their product like they advertise.

  Business response

  11/20/2023

  Hello ***,
  
  Thank you for contacting us with this information. Customer experience is very important to us at Pens.com. I am truly sorry that your issue was never resolved. Your account shows a call back from one of our supervisors was requested. I have placed an urgency on the call back and one of our superiors will be reaching out soon to provide assistance.

  Kind regards.

  *************

  Customer response

  12/04/2023

  I have waited for a response from someone within the company. It is to the point where the merchandise is time sensitive to the Holiday Season and was purchased as part of our Black Friday promotion which had to be cancelled. We lost money in advertising the promotion that we had to cancel portions of and modify. We potentially lost customers or at least customer trust. So would appreciate that the merchandise which is now useless to us as a business, be picked up. You can not delay response to a customer to where the Holiday themed merchandise becomes useless

  Upon the merchandise being picked up, we will accept the resolution and not further post bad reviews on ****** and other forms of online media.

   

   

  Business response

  12/06/2023

  Hello ***,
  
  Thank you for reaching back out. As per notations on your account, two call backs were made to ************, where supervisors received your voicemail. On 11/20/2023 a message was left and on 11/21/2023 your mailbox was full. Please advise on the best call back number and time to reach you. If you would rather communicate through email, please let us know.
  
  Kind regards.

  ******

• Initial Complaint

  11/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  November 10th, 2023. I ordered a products from Pens.com. The order equaled just over $748 which qualified it for the "THANKS" discount promotion. The code was applied and a blue box with the discount appeared above, prompting me to believe it was applied. The discount never appeared at checkout even after reloading. The 20% was never applied. The rep I spoke with told me it was probably a technical error and I would have to cancel and reorder. He couldn't cancel the order so he had me on a list to be called about it. I also submitted an email stating why I wanted the order canceled. Later I received the call and the rep said that the code was applied on his end along with free shipping. I told him neither were on mine and I wanted the whole order canceled. He said he would have someone call me. No call ever came so I called back later. The rep I spoke to said that the entire order was canceled. Today I received an email saying that the discount would be applied and final approval was needed. **** were still trying to push the keychains. I sent an email saying that I was told the whole ordered was canceled and I should not be paying or receiving anything. Over the weekend the company hurried to finish part of the order and shipped it (faster than anything else they ever sent me) charging me for something I was told was canceled. I received a call today, but the rep couldn't comprehend which order I was talking about. The email later received said I didn't mention the bags. However, the entire order number and both items were mentioned in the email I sent via their website and every time I spoke with a rep. **** ran a code promotion knowing it didn't work and mistakenly mentioned that free shipping should have been included. Timeframe reference-100 Christmas cards 14 days from order to ship. 250 tote bags, less than two days from order to ship (label created is all). This was very much done to force the payment after cancelation and deliberately deceptive.

  Business response

  11/15/2023

  Hello *******,
  
  Customer satisfaction is very important to us at Pens.com. We very much regret knowing of the frustrating experience you had with your order  and appreciate you for voicing your concerns.
  
  I have reviewed your account and found service request created with reference number ********** to have this issue resolved. Please note, the request was sent to have invoice ********* for the Tote bags fully credited and closed was sent to accounting.

  Please let us know if you have any questions or need any further assistance.

  Regards,

  *************

  Customer response

  12/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  

  I want to make sure that it is clear that the business did agree to cancel the order, but then rushed the order through in an attempt to charge me. They tried multiple times to ignore that the order was canceled and tried to reference a prior order. The fact it was done almost overnight speaks clearly to their unethical business practices.

  The most important takeaway from this experience is that their representatives were openly ignoring that the order was refunded UNTIL I let them know that I had audio recording of the conversation on the Friday evening confirming the order of the totes was canceled.  Once they received that email, there was an instant turnaround in their actions and the order was canceled. Again showing their unethical behavior. I am still happy to send them a copy of the audio if they do not believe me.

  
  Regards,
  
  *****************************
  
   

  
  

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is my second time ordering for National pen aka pens.com. First time the same thing happened but the quality of the product was great so I took a chance.I ordered from the clearance pens on 10/3 paid extra for 3day expedited shipping. I got an email saying my order was being personalized the next day. I realized in 10/17 I had no pens still. I called and they told me they were out of stock. Thats the same thing they told me the last time I ordered. ******* told me hed send me alternate options to reorder. Well the alternate pens were more expensive. Like the first time. So Ive called today 10/19 to have them waive the up charge and send my pens as a rush order. I was supposed to receive a refund and a call to reorder within an hour and nothing.Basically this company discount the pens. Have you purchase. Say they are out of stock and make you repurchase more expensive items. I want my $ asap. And my pens.

  Business response

  10/23/2023

  Hello ******,
  
  Customer satisfaction is very important to us at pens.com. I would like to apologize for the issues experience with your order. I am sad to inform that after checking the pens you purchased on clearance, these are currently now unavailable. Clearance items can go by pretty fast and our website *** not have yet updated this information before your order was place.
  
  If you are interested in another pen. I have provided a link below for an alternative item and will be able to match the price for you. If you would like for me to send you a sample first, please let me know.
  
  *****************************************************************************

  Kind regards,

  ******

• Initial Complaint

  10/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In July which I always do I ordered 400 calendars and 400 envelopes. I was promised I would have them by the 15th of September I received the calendars by the 15th of September but I did not receive the envelopes the calendars are worthless without the envelope because the calendars require a special customized matching envelope. I called in they said they forgot to order them then they said they were going to cancel them and give me a 15% discount I told him I needed a prepaid shipping label to return their product they lied and said they would send it I spoke to another person they said they were going to overnight delivery me the envelopes which are later found out we're not even in production so they lied about having the calendars and envelopes from the very beginning then they lied about overnight delivering them then they lied about sending me a prepaid shipping label to return the product to them they have cost me $250 in time trouble effort and expense and they lied according there is a $250 deduction I will pay an invoice of $200 I've also instructed them to not call me or email me but they're continuing to call I will pay a $200 invoice only because of their lives in the time trouble and my expense of my staff wasted on this matter. Take it or leave it

  Business response

  10/12/2023

  Hello *******,
  
  We appreciate you taking the time to tell us about your experience. I would like to extend my sincerest apologies on behalf of Pens.com  for the negative experience with your order. This is not representative of the service we expect you to receive.
  
  I was able to review your account and would like to also apologize that your envelopes were not sent with your calendars. Please let me know if you would still like to get the envelopes. I can have these sent to you with no additional cost as well as provide you with a 30% discount off your order. Please let us know if accepted.
  
  We appreciate your time and look forward to your response.
  

• Initial Complaint

  09/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I order pens two years ago. They continue to solicit new sales at a minimum once per week. I have requested to not be called anymore.

  Business response

  10/02/2023

  Hello *****,

  Thank you for reaching out. We sincerely apologize for any inconvenience the phone calls may have caused. Please note, I have gone ahead to remove you from our call and mailing list.

  Please let us know if you need any further assistance.

  Regards.

  *************

• Initial Complaint

  09/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered pens for my business from this company and they were delivered a few days ago with the wrong business name on them. I called customer service and was rudely told that this is what i ordered and there is nothing they could do other then have me pay for the wrong order. I called customer service again a day later and was told the same thing. I asked if I could get a shipping label to send them back so i could get my correct order, I was told that I would have to pay to ship their mistake back. I was also told if I didnt pay 266. 79 that they would start accruing interest after a certain amount of time!Who does business like this? This order needs to be cancelled fully and if they want the pens that i cannot use back they need to send a shipping label. This company needs to make this right.Customer # ******** invoice#*********

  Business response

  09/19/2023

  Hello *****,
  
  Thank you for reaching out. We very much regret knowing that your order came incorrect and would like to apologize for the inconveniences this has caused.
  
  I have reviewed your order, and shows this was entered via mailer card sent back to us. I have attached copy of the mailer we had received. The mailer shows the logo for ASCOA, however the shipping address also shows Hair Style Happenings. The logo was used as the " I want to keep this logo" was checked.
  
  As advised, this is not your logo and being that the company name on the address differs, we will proceed with having the order credited in full. Please feel free to donate the pens.
  
  Should you need any further assistance please let us know.
  
  Kind regards.
  
  ******.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered approximately $3000 worth of product from National Pen Company using the promo code "PENSALE" for free shipping. They charged me $195 for shipping. I called customer care to report that I had been charged shipping. I basically got the run around from here. I spoke to a rep named **** who told me that they could not refund me the money but they would have to cancel the order and reorder the items if I could remember the promo code. I asked to speak to a supervisor to which replied that she would have to email them and I would receive a call within 24hrs. I asked for a case number or something I could refer to if I never received a call. She refused to give me anything showing that I had requested to speak with a supervisor. Once I got the promo code I asked to be transferred to sales so I could cancel my order and reorder it. After a long hold **** returned to tell me that I could not cancel and reorder because they have no such promotion currently. I told her that I was on the website and it was showing even as of today, she told me that there is no promotion. I told her that her website says there is and if they are refusing to honor it, they're committing deceptive practices and even fraud. She told me then I could cancel my order. So I told her to go ahead and cancel the order. She then came back and said I was unable to cancel my order. I said you just told me I could cancel and now I can. I feel like I am being scammed here. She said there is no scam but you can't cancel your order. So I told her to just go ahead and give me a credit for the shipping then. She said she couldn't because there is no free shipping promotion. I told her to go to the website and check because it is showing but you are refusing to honor your own promotion and refusing to let me cancel my order. I also informed her that I will have no choice but to report this to my CC company and I am being defrauded.

  Business response

  07/20/2023

  Hello *******,
  
  I appreciate you taking the time to tell us about your experience. I would like to extend my sincerest apologies on behalf of National Pen for the negative experience you had with your order. I have gone ahead to review your account and seeing that one of our supervisors had reached out and offered assistance, where a discount was provided and was accepted. I apologize again for the inconvenience. Should you need any further assistance please us me know.
  
  Kind regards.
  
  ******
  

*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. ↩