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Business Profile

Advertising Specialties

National Pen Company

Headquarters

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

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

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National Pen Company has 6 locations, listed below.

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    Customer Complaints Summary

    • 100 total complaints in the last 3 years.
    • 16 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/23/2023

      Type:Delivery Issues
      Status:
      Answered
      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 December 6, 2022 I placed an order (ONBN2XF-51W41-1J1) for USB's with our company information which I have ton plenty of times before. At the beginning of the new year I checked the status and it just said order was placed. I called to confirm and was told yes order was received but Christmas is a busy time so it could take a bit longer. I waited till about 3 weeks ago when I noticed the status didn't change on my order. I emailed and was advised order was shipped and should have it shortly. I received nothing and when I requested a tracking number I was ignored. I waited a few more days and called instead and was told the order was not shipped and was still in production. I requested my order to be cancelled because I did not know what to believe and needed the product. I was advised I could not cancel an order that was in process. When I asked for an update then I was told it was shipped. Again no shipping info and no package and status still says placed. I received different stories as to the status of my order each time I called varying from in process to shipped each time. Just this Tuesday I spoke to a supervisor who told me an email I received from Perfect Pen saying order was shipping and I would receive a good discount for my troubles seemed fraudalant. He promised to personally look into it and call me on Wednesday with a resolution. No call on Wednesday so i called today and asked to speak with a supervisor and once I told them who I was they said they would have a supervisor call me back in 2-3 hours which never happened. All I want is to cancel my order and have that reflected on my account as well as a credit applied to my account for the ****** and run around. I did not pay in advance so therefore I am not out any money

      Business Response

      Date: 03/03/2023

      Good adternoon,
      I appreciate you taking the time tell us about the problem with your order. I would like to start by expressing my sincerest apologies on behalf of National Pen for this issue.

      I understand this is frustrating.I reviewed your account and I see that this order was placed back in December. It is not common for an order to take this long to be processed, so I am very sorry about this. I want to let you know that this order will not be shipped to you, and you will not be charged for the order.

      If you have any other questions or concerns, then please let me know. Thank you!

      Kind Regards,
      *********************
      National Pen Company | ************* Retention Specialist

      Customer Answer

      Date: 03/08/2023

      I am rejected the response as I just received an email saying the order has been shipped which is what they just said would not happen. I do not want the order as i have purchased elsewhere. 

      Business Response

      Date: 03/13/2023

      Good morning,
      Thank you for your response. I apologize for the confusion!

      I requested to have the order cancelled, but I was advised the order shipped that day. Pleaset note, you will note be responsbile for the order.I have already credited this invoice in full. You may donate or discard the order once you receive it.

      Please let me know if you have any other questions or concerns. Thank you!

      Kind Regards,
      *********************
      National Pen Co | ************* Retention Specialist

    • Initial Complaint

      Date:02/18/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 for pens with a logo. I requested that a proof be sent before the pens were shipped. The pens were shipped with no proof verifying the logo placement or size was correct. When I received the pens, it was not how I ordered them. The logo was in the center of the barrel, too large, and should have been all the way to the right. I contacted Pens.com and spoke to a representative and emailed the images to the incorrect pens. She corrected the issues and sent me the proof. She also stated I would not be responsible for payment because the error was with the company. When the second order of pens arrived, it was the same problem. The logo was not placed where it was approved according to not one but two verified proofs. I spoke to a customer service representative again yesterday and emailed her the images of the second round of incorrect pens. I also told her that I received a bill in regard to the order. She stated that the bill on her end reflected $0. This morning I received a bill through email for the second batch of incorrect pens. I am furious, to say the least. I am requesting a full refund from this company. Never again will I place an order here.

      Business Response

      Date: 02/28/2023

      Good morning,

      Thank you for contacting us regarding your concerns. I am sorry to hear that not just one, but both of your orders were incorrect. This is definitely not our normal quality standards.

      I reviewed your account and I see that we have processed a full credit and you should receive the refund soon. 

      I apologize again for the inconvenience this has caused. Please let me know if you have any other questions or concerns.

       

      Kind Regards,

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

      National Pen Company | ************* Retention Specialist

      Customer Answer

      Date: 02/28/2023


      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.

      Regards,

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

       

    • Initial Complaint

      Date:02/15/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 got my email WRONG on my pens the color of the BARREL WAS WRONG AND THE ADVERTISEMENT IS CROOKED ON THE ***** When I called in they would NOT HELP AT ALL. SAID IT WAS MY MISTAKE! SO I HAvE TO PAY 100 DOLLARS FOR PENS THAT I AM GOING TO THROW AWAY! CANT EVEN SEE THE ENGRAVING. WHAT COMPANY WOULD SEND OUT C*** LIKE THAT! ONE THAT DOESNT CARE! WHAT A SCAM! I havent pd them yet. But the bill.is *****

      Business Response

      Date: 02/27/2023

      Good afternoon,
      I appreciate you taking the time contact us regarding this issue. I sincerely apologize for the problem with the order.

      I reviewed the initial call and you did not mention changing the color of the pen. You only mentioned an issue with the imprint. I credited the invoice in full. If you would like a replacement, then we are happy to process that.

      Please let me know if you have any other questions or concerns. Thank you!

      Kind Regards,
      *********************
      National Pen Co | ************* Retention Specialist

      Customer Answer

      Date: 02/28/2023


      Better Business Bureau:

       

      I would like proof of the credit please in a credit memo or showing my account pd in full by email at **********************

      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.

      Regards,

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

       


    • Initial Complaint

      Date:02/14/2023

      Type:Product Issues
      Status:
      Answered
      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 with this company and they sent the wrong product. They sent me small tote bags and I ordered the sample they sent me. They are refusing to take it back. I have purchased many things from this company.

      Business Response

      Date: 02/27/2023

      Good afternoon,
      I appreciate you taking the time tell us about your experience. I sincerely apologize for the problems you have experienced.

      I reviewed the initial call and the exact item code was not discuessed.Since the information was not clear, I have credited the invoice credited in full.

      Please let me know if you have any other questions or concerns. Thank you!

      Kind Regards,
      *********************
      National Pen Co | ************* Retention Specialist

    • Initial Complaint

      Date:02/06/2023

      Type:Product Issues
      Status:
      Answered
      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 purchased pens on November 12th and 1st the quality was horrible with over 50% of them leaking. I have emailed them numerous times only to hear them send us photos so we can resolve this. Now I look at the pens and they have my phone # all wrong. I double-checked the detail on my order and it was submitted correctly. I want a complete refund as these pens do me no good.

      Business Response

      Date: 02/14/2023

      Good afternoon,
      Thank you for contacting us regarding your recent order. I am sorry to hear about the problems surrounding the order. I would like to address each of your concerns and provide all information I have available.

      In regard to the error with the phone number, I reviewed your order and I found that this order was placed online. Our online orders download directly to our production floor and are produced as entered online. Unfortunately, I am unable to process a full credit for this issue.

      In reference to the pens leaking. You mentioned 50% of them are leaking. If you have photos of them leaking, then you can send those over and I am happy to review further. If you do not have photos, then we would need to bring back about  20 pens to have them inspected by our quality control department.

      Again, I am sorry for any inconvenience these issues have caused for you. I look forward to hearing back from you.

      Kind Regards,
      *********************
      National Pen Company ************** Retention Specialist

    • Initial Complaint

      Date:02/01/2023

      Type:Product Issues
      Status:
      Answered
      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 imprinted mugs from them and when they arrived our logo was not centered and the mugs were unusable. I contacted them and rather than offering to redo them correctly they offered a discount. I did not accept this option and disputed the charge on my credit card which was upheld. They have now sent an invoice to my office requesting full payment.

      Business Response

      Date: 02/10/2023

      Good morning,

      I am sorry to hear about the problem with your order. I reviewed your account and the images you submitted. I have credited the invoice in full, so you will not be responsible for the balance on the account. 

      Please let me know if you have any other questions or concerns. 

      Kind Regards,

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

      National Pen Company | ************* Retention Specialist

    • Initial Complaint

      Date:01/16/2023

      Type:Delivery Issues
      Status:
      Resolved
      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.
      In Sep 2022 I placed an order for custom bags. I received a proof and went back and forth with a lady about my logo being distorted. She verified in email that my logo would not be distorted. I got the bags and they were in fact distorted. I have been back and forth with them and they asked for photos of the bags and their internal **** deemed they were done correctly. I have an email stating my bags were not going to be distorted. Upon review of my account, I noticed I paid for 200 bags. I was offered 50 more at a discount and opted in. I then was told they could not do the 40 and could only do the 200. That was fine. What they did was, they canceled my order and placed the order again for $200 (the bags were already paid for) I get them and they are wrong as stated earlier. I tried to email and call and they would not do anything about it (all in email proof). I then disputed the charge with ********** and won that dispute. They still are sending me invoices stating I owe for the new order that they placed. Im assuming they will turn it into a debt collector. I have a ton of proof of my conversation where the sales lady admitted the was in the wrong. There are numerous complaints about this company that people are dealing with the same issues as me.

      Business Response

      Date: 01/30/2023

      Good morning,

      I am sorry to hear about the problems with your order.

      I reviewed your account and I can see that the issue at hand was clearly questioned at the time of ordering. You were advised that it would not print this way, but it did. I am sorry for that miscommunication. I am crediting the invoice in full.

       Please let me know if you have any other questions or concerns. Thank you!

       

      Kind Regards,

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

      National Pen Company | ************* Retention Specialist

      Customer Answer

      Date: 01/30/2023


      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 would like to see an invoice or my account balance stating that my balance will be marked voided or $0.00. I have been told this before by National Pen so I want to make sure they do what they say.



      Regards,

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

       

    • Initial Complaint

      Date:12/14/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      We ordered promotional products from this company. They took our money and never sent any products. We have reached out several times and they said they were sorry and would offer a refund. It has been a month and no refund. We called our bank and reported the fraud.

      Business Response

      Date: 12/22/2022

      Good afternoon,

      Thank you for contacting us regarding your recent order. I am sorry to hear about the issues you are experiencing. 

      I do see that there was an order that was cancelled, but I also see a pending order for flashlight bars. I can see where we have charged you, but with there being a pending order, that payment would go toward that order. Did you want to proceed with that order or was it supposed to be cancelled as well?

      Please let me know and I am happy to review further. 

       

      Kind Regards,

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

      National Pen Company | ************* Retention Specialist

      Customer Answer

      Date: 12/22/2022

      I have contacted National Pen Company several times. I did not approve or like your designs and have asked every time for a full refund. You have ignored my requests and held on to my money. You have had my money for over a month and a half. Even after I informed your company I would file a complaint with the BBB and also give multiple reviews on social media, you have still done nothing and haven't returned my money. I don't want anyone else cheated by your company. Since you have made it so difficult to retrieve my money, I hope that this results in a loss of business for you. I will continue to give poor reviews on multiple websites. My bank has already been informed and they have informed me that we will get our money back. I want NOTHING from your company except a full refund plus interest since you've held our money so long!!!

      Business Response

      Date: 12/29/2022

      Good morning,
      I would like to apologize again for your experience with the order. I checked the account again and all orders have been cancelled. I sent this through for my accounting team to process a full refund.
      While I understand your frustration, I will not be able to refund anything more than you paid for the order. I am happy to offer you a discount for a future purchase if that is something you would like to take advantage of.
      If you have any other questions or concerns, then please let me know.

      Kind Regards,
      *********************
      National Pen Company | ************* Retention Specialist

    • Initial Complaint

      Date:12/14/2022

      Type:Delivery Issues
      Status:
      Resolved
      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 and order on August 2, 2022 from National Pen (aka pens.com). The order was shipped with inferior packaging and one box of four was broken apart and 216 pens of the total **** pens were missing. Customer #******** Order Number #***************** Order Date Aug 02, 2022 Product Total:$2,211.95 I contacted them immidiately and spoke with ************************ They said I needed to take pictures of all packaging and tranking info, send this to them so they could file a claim with **** I sent those pictures on August 15, 2022 to ************************ I then waited for the missing pens to be replaced. I heard nothing, so I started contacting them Augurst 30, 2022. After calling several times, they finally said they would replace the pens. The shipped the replacement pens on September 22, 2022. Order #*********. Ever since they have been calling and emailing me regarding payment for these missing pens. Every time I speak with someone, they all say "no problem, we'll cancel the invoice". They never have and now they are demanding payment and threatening to send this to collection. I do not owe them anything for the missing pens. They are to contact *** and file a claim for the missing pens. The have been badgering me for two months. They need to leave me alone and do their busniess properly.

      Business Response

      Date: 12/22/2022

      Good afternoon,

      I am terribly sorry that you are still receiving notices about a balance that is not owed. I have sent this information to my accounting team to have this balance removed as soon as possible. You should not receive any other correspondences on this. 

      Please let me know if you have any other questions or concerns. 

       

      Kind Regards,

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

      National Pen Company | ************* Retention Specialist

      Customer Answer

      Date: 12/22/2022


      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 would like a confirmation email to me directly to confirm this resolution.

      Regards,

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

       

    • Initial Complaint

      Date:12/13/2022

      Type:Order Issues
      Status:
      Resolved
      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.
      Remittance ******************************* Received:November 21, 2022 09:46AM PST Customer *************** Invoice **************** Invoice Date:11152022 Invoice Amount Due:109.35 Upon arrival of this purchase, item was not as described, none of the ink pens worked. I immediacy contact customer service to address this issue:Issue with pen ink ink pens ***************************** <****************************>Thu, Nov 24, 3:24 AM to pens After examining pen after pen, hoping one of them would write and not rip my paper doing so, I am very disappointed with your useless product. Either you send me ink pens that write, or we can take this issue to the attorney general.I've paid for a product that does not work; Item is not as described.please rectify this issue in a timely manner **************************** Fri, Dec 9, 4:07 AM (4 days ago)to me Thank you for contacting us today. Your email has been received by our ************************* A ************* Representative will contact you as soon as possible. Our hours of operation are Monday through Friday 7:00 am to 7:00 pm CST. For faster service during these times, please call us at ************. We appreciate your business and look forward to communicating with you soon.No one has called back, I've called several times for a resolution, still no response.

      Business Response

      Date: 12/22/2022

      Hello,
      Thank you for contacting us regarding your recent order. I am sorry to hear that youre having trouble with the product you purchased.  This is certainly not representative of our normal quality standards. 

      If there is an issue with the quality of the pens, I would like to send you a return label to pickup about 20 pens. We will bring them back to our facility and have them quality tested for defects.  Once I receive the results from quality control, I will contact you with a resolution.  

      Please let me know if you would like for me to send you the return label.


      Kind Regards,

      *********************
      National Pen Company | ************* Retention Specialist

      Customer Answer

      Date: 12/26/2022


      Better Business Bureau:

      Good morning, I have heard from this business, and this is what they said.

      Your message to ************************ has been blocked.
      Regards,

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

       


    National Pen Company is NOT a BBB Accredited Business.

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