87 Customer Reviews
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Review from Lisa R
1 star06/28/2024
Pens.com is a joke of a company. I ordered 250 pens only for the entire print to rub off of each pen while in the bag. The customer service agent told me I was past the 30 day warranty window. When I spoke to the supervisor she said it was a 90 warranty but that was over as well. I asked for 75% back of my order and ******* laughed at me and said 30% was the best he could do. They dont back their product and its c*** I have 250 blank pens for $400.Review from Chris P
1 star06/24/2024
I beg you to not order from this company. I recently ordered mugs to give to friends on Father's *** and when I received them, the printing was completely crooked/slanted and very obvious. I reached out to their customer service approx. 5-6 weeks ago to ask them for a solution, have followed up more than 10 times and as of today, have still not heard back from them. I'm considering this a loss and am very frustrated with this company. In my opinion, they are running a bit of a scam and should not be in business.Review from ANDREA M
1 star01/06/2024
This is 2nd and last time ordering from this company. I order pens each year to hand out around the Holidays and New Years. I had been ordering from another company and when I received a flyer in the mail, I assumed it was the same company. It was not. Last year I ordered 300 pens and a great deal of the pens exploded in the box ruining the other pens. Many of them were lose and were apart in the box. After a lengthy discussion with customer service they gave me a full refund. I chose not to have them replace the pens because I was so sad and distraught. This year I gave them another try. I ordered an assortment of colors. The pens arrived were all black....boring. I was so furious, Not Again. I immediately called them. I did as they stated and emailed with photos. I was given the wrong email and actually emailed them twice. I received a call from "Billing" inquiring about my complaint and why haven't I emailed them. I pulled up my emails and discussed it with them. I was then told that I was not emailing the correct email. After they received my photo, their resolution was 40% off or return the entire lot. Well we were now in the New Year and I handed out several pens. I felt as though I should have received a full refund or supplied with my correct order which never was offered. Today I paid my invoice because I was not about to get a $25.00 late fee. I do not plan to give them a 3rd chance. How I wish I had read the reviews on *** first.Review from Eli R
1 star12/21/2023
I am writing to lodge a formal complaint against Pens.com for their business practices, which I believe are highly unethical and potentially fraudulent.Details of the Incident:Unsolicited Goods Received: Without any prior order or consent, I received a box of 250 pens with an invoice demanding payment of $574.83.No Order Confirmation: Despite reaching out to Pens.com, I received responses that did not address the core issue. They claimed an order was placed and even emailed an order confirmation, which turned out to be a corrupted file with no data.Inadequate **************** Response: The customer service responses were not only unhelpful but also completely misaligned with the specifics of the complaint, leading to further confusion and suspicion.Suspected Fraudulent Scheme: The nature of these events - receiving unsolicited goods along with a hefty invoice, coupled with inadequate responses - leads me to suspect this could be a fraudulent scheme targeting businesses.Actions Taken:I have communicated multiple times with Pens.com, seeking clarification and a resolution.I am retaining the unsolicited goods until a satisfactory resolution is reached.Resolution Sought:A thorough investigation by Pens.com into this matter.Clear evidence proving an authorized representative from my office placed this order, if such evidence exists.Immediate cancellation of the invoice sent to me.Assurance that such incidents will not recur.I trust that the Better Business Bureau will take this complaint seriously.Review from Carrie F
1 star12/11/2023
Absolutely horrible work and communication with this company. Will never order from them again. Spent over $700 on merchandise through one order and they automatically split it into two making everything infinitely harder for me when they messed up and I needed a refund. We have ordered previously with good results but everything we ordered this time was screen printed horribly. I called and wanted them remade but had a deadline that they refused to meet and said they would refund my orders within ten business days and would be sending me an email regarding the refund. Called two days later when I never received emails regarding the refunds (in which the second employee said the first employee was incorrect and they don't send out emails regarding refunds) and had to go through the entire process again of them wanting the pictures sent and to see if I wanted them remade and being told it couldn't be within the deadline and they would have to submit for refunds again because the first employee did it incorrectly so now ten more business days for me to receive my refunds. I finally receive a refund of one of the two orders and gave the other one two additional business days to see if it was lagging behind. When nothing came through, I had to call again and lo and behold they coded it wrong so now I have to wait ANOTHER ten business days to receive a refund. This is completely unethical to withhold refunds this way when it is error after error on their own call center staff's behalf. This company honestly doesn't even deserve a one star rating. Their employees are clearly incompetent (from the screen printers to the call center staff) and the customer is the one that suffers.Review from Kathleen C
1 star12/05/2023
Horrible, horrible customer service! Ordered flashlights two weeks ago for an event I need them for next week. I received a follow-up email saying "Your product is bring personalized". I go on the account on their website and it keeps saying "Being personalized". I call in to the company and I am told they are "out of stock". Wait on hold very long time for a supervisor who keeps offering apologies. Is that the item I should give guests at next week's event, APOLOGIES? Too many other companies to get promo items from. I will not be dealing with National Pens again!Review from Gerry s
1 star11/14/2023
I ordered $149.23 worth of Christmas Cards on Oct. 3rd 2023, the ad said with every order we would recieve a free cooler bag. I thought that was really nice, when I placed the order I asked the rep. if I would get the cooler, she said yes! The reps name was ****.. I rec'd the order approx. Oct.20th. When opening the box, the cards were there, but no cooler. I called customer service and spoke to ****, she called the promotional ***** and they started the lie, they said "there was no cooler bag with that ad", T said yes there was and I had the ad to prove it along with the packing slip that states the cooler was to be shipped with the pens anf his/her initials and # were written on the slip. I was told they would send the bag in 5-7days, wellit never came, I called again and spoke to *****, went thru the same stuff and again was told I would recieve it in 5-7 days, well again it did not come. I called again yesterday, 11/13/23 and spoke to ******, who researched my order and said, "yes, I saw the ad and yes, the cooler was supposed to be sent with it", she asked me to hold while she called the promotional ***** and then she told me the cooler would be send and to hold on again, she came back to say she was working with her supervisor to have the cooler sent, BUT, would have to call me back with the mailing details, she checked my phone# and said I will call you back. I did not hear from her that day, and when I didn't I KNEW I was being lied to once again. She called the NEXT day and said " I sorry the promotional **** no longer have the cooler bags'. I said, I ordered my cards and bag the very next morning after I rec'd the ad, now they are gone". She wanted to give a 15% discount on my next order, yeah, spend more money, no thanks. I do not do business like this , I declined your coupon and I asked to close my acct, I will take my advertizment for our business elsewhere ..all I can say, reading above complaints, "Shame on You"!
National Pen Company Response
11/17/2023
Hello *****,We can understand being disappointed and sincerely apologize for the experience you had with the order. Customer experience is very important to us, and would like the opportunity to get this issue resolved for you. An email was sent to you directly. We will kindly await your response. Kind Regards,******Review from Debbie V
1 star10/12/2023
Ordered Pens from this company for an important event. Total $785.00. They shipped incorrect product. They said would not help me unless I could prove it. So I sent them a photo of the incorrect product. They insisted I return the product BEFORE they would refill my order. They did nothing to resolve the issue in a timely manner. Rather than fill my order and wait for their return, they refused to help, effectively missing my event for which the pens were needed and ordered. Never purchasing from them again. Absolutely brutal customer service. Zero ability to take responsibility or find a reasonable solutionNational Pen Company Response
10/16/2023
Hello ******,We appreciate you for providing us with your feedback. I am genuinely sorry for the issues you have experienced with your order. We take great pride in providing exceptional service, thus this is unacceptable. Kindly check the email I forwarded to you. Thank you for your time, and I eagerly await your reply. Kind Regards,******.Review from Malori P
1 star09/13/2023
Do not use this company!!! I ordered $341.46 worth of swag. My orders was not fulfilled. When I called I was sent through lots of hoops. I had to make multiple phone calls for them to address my situation. When I finally thought things were good I received an invoice. They are trying to charge me for their mistake! When I called about this invoice they are accusing me of having several unpaid invoices. All I want is for my original order to be fulfilled!National Pen Company Response
09/15/2023
Good morning ******,We at pens.com appreciate you for providing us with the details concerning your experience. I sincerely apologize for the issues you had with your most recent order and will certainly get this address. I have reviewed your order and sent you an email directly to discuss this further.. I appreciate your time and look forward to your response. Kind Regards,******.Review from Ella Mae B
1 star08/31/2023
Ordered $153.12 of customized pens. They never came for the event so canceled the order. Received refund of $150.10 on my credit card. ******** calls later I still have no resolution after 6 months. Choose another company to customize your pens. I feel this company has unfair practices and VERY poor customer service.National Pen Company Response
09/06/2023
Good morning **** ***,Your concern is certainly understandably. Thank you for reaching out and providing us with the details regarding your experience. I sincerely apologize for the inconvenience this has caused and would like the opportunity to get this resolved. I am sending you an email directly to discuss this situation further and looking forward to your reply.Kind regards,******
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