ComplaintsforPencils.com
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Complaint Details
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Initial Complaint
07/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Placed an order 06/19. Used their webform to request a cancellation a few days later. The products still shipped - two weeks later! Contacted them again requesting a prepaid label to return the items since I requested a cancellation almost two weeks before they shipped. They completely ignored my request and said since they already shipped it couldn't be cancelled. Duh. Emailed back and have been ignored. First of all it's ridiculous they didn't cancel the order per my request. Second it's ridiculous it took them 2 weeks to send "in stock" items. Third, it's ridiculous they completely ignored my last email and sent some form letter response. I've had decent experiences with them in the past but no more.Business response
07/25/2024
The customer has been issued a return label and will receive a refund as soon as the package is picked up by a return carrier.Customer response
07/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.Initial Complaint
11/30/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered pencils from Pencils.com on 11/12/23 for $16.27. They promptly took that amount of my bank account next day. I emailed them on 11/26/23, and again the next day. No reply yet. I do not want to write a letter to them. I will let you handle it. I am retiree, living alone and depending on Social Security. The little money I paid for might be nothing to some, but it is a lot to me. If they don't want to refund my money, the least send me the pencils I ordered. if it helps any, my order number is N502FHPPX. Please, help. Thank you.*********************Business response
12/18/2023
This order was delivered to the customer, and we issued a refund of the shipping cost as an apology for the delay.Initial Complaint
08/29/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I'm the executive director of a small nonprofit and the pencils we ordered were all damaged. It seemed to be a production error because all 432 pencils were discolored in the same way. We emailed photos and requested a replacement order. They were responsive, but as you'll see in the email trail, the emails were vague and never offered a resolution or any details about replacing or refunding the damaged order. Because ordering and shipment had been straightforward and easy in the past, and we were happy with previous products, we assumed this would be a simple resolution. But the customer service reps continued to reply with vague emails that offered no timeline or specific information about fixing the problem. It has been almost two months.Business response
09/19/2023
The order will be refunded as soon as possible.Initial Complaint
10/10/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On August 4, 2022 I ordered personalized pencils for my Russian students. I still have not received the order. I contacted their support desk and a person named *** replied on August 23rd saying that they will look into the order and the delay.With school starting soon, I asked for expedited shipping. I received the following response, also on Aug. 23rd:Hello *****,Thanks for your response. I've also made a note that the pencils are needed by Monday. Rest assured that we will get back to you once we have any updates.Best,*** I contacted them five more times: August 30, September 1, September 7, September 19, and today (October 10) and I have had no response from them.Business response
12/01/2022
Having reviewed the customers order and the timeline of the communications, it appears the product he ordered was not in stock. This was never communicated to him, which is unacceptable. Communication regarding his refund was equally slow and unacceptable by our standards. A refund has since been issued and the customer service teams lack of communication has been addressed internally. We sincerely apologize for the inconvenience this caused *****************
Best,Customer response
12/01/2022
I am rejecting this response because:
While I am pleased to see this business take responsibility for this issue, and they did refund my money after an inappropriately prolonged period of time, I still do not have my large order of pencils for my Russian students. I would have preferred a partial refund and the order fulfilled.
I also find it hard to believe that they were not able to fulfill my order because of supply issues. I continue to receive advertisements from them suggesting I order more pencils. Do they have a supply or not? Why are they inviting more orders from me? And my order was relatively small (I can't recall now, but I think it was 500 pencils?) versus what they must get from larger organizations.
A satisfactory response *at this point* would be to send me my order and the refund. Ordering pencils with RUSSIAN writing on it is very challenging to do. Pencils.com did it for me last year. They should do it again at this point.
Business response
12/12/2022
After discussing this order with our customization partner, I was informed that there was an issue with printing the Russian characters on the pencils. **************** was also informed of this issue multiple times, and was asked to provide the characters in a PDF format that could be used by our printer. This request was never acknowledged. This, combined with the inventory issue mentioned previously, is what caused the extended delay and ultimate cancellation of his order. In the future, any orders that cannot be printed by our printer will be cancelled and refunded immediately.
Thankfully, the product is now in stock. As an apology for the hassle on this particular order, we are working with our customization partner now to convert the imprint into a PDF that can be used with the printer. We will print these pencils free of charge and send them to ****************.
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.