ComplaintsforPentel Of America
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Complaint Details
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Initial Complaint
10/29/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased Pentel Sparkle Metallic Gel Pens (36) locally for over $60 on 9/10/21 & was very disappointed to find that the batch I got was clearly defective & would not write properly/skip letters or otherwise blob out too much ink and smear. I write thank you cards for my business which I invested in these for but ended up losing money from the cost of the pens & having to throw out cards due to the issues. I am holding the pens properly when writing & have troubleshooted the issue online & believe the batch I got is just defective. I did not keep my receipt so the store wouldn't exchange them, so I contacted Pentel on 9/28/21 through their online form at *************************** and respectfully requested to exchange my pens for a working set explaining why but sadly, I never even got a response. I tried a second time a few days later in case there had been a glitch with the first attempt, this time making 100% certain the form went through but again I have not heard a word back to date, over a month later. I have never have paid this much for gel pens and find it beyond disappointing and unacceptable that such a large company as Pentel who charges so much for their products do not even stand behind them or bother responding to customer's requests regarding their defective products they are unable to use. I hope that this complaint will result in my issue being acknowledged & resolved since the contact us form online has not & that Pentel will stand behind their product. If not, I will never be using their products moving forward and plan on sharing this experience on social media outlets in order to hopefully prevent others from this experience because I certainly would not have invested in such an expensive product if I knew any issues that may arise would be ignored and unresolved from the company directly. I hope this is able to be fixed and this experience can end up being turned around as right now it is beyond disappointing and negative.Business response
07/13/2022
Business Response /* (1000, 5, 2021/11/16) */ Pentel Response: We received this consumer inquiry on Oct. 10th 2021 Ref. Pentel Contact #*****. This inquiry has been responded to consumer on Nov. 8th 2021 that all Pentel products are covered under Lifetime Limited Warranty for defects against workmanship. On Nov. 11th, consumer confirmed possession of the defective products and interest to proceed with Pentel Lifetime Limited Warranty terms *************************************. Pentel replied the email on Nov. 12th to confirm specific product identity and item number for warranty replacement. As of today Nov. 16th 2021, we await consumer's response for product identity. Once this is confirmed, a product replacement would be sent per Pentel Warranty Terms. Consumer Response /* (3000, 8, 2021/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept because I did promptly respond to the email I got asking me to provide what product I had. See attached proof! Business Response /* (4000, 10, 2021/12/03) */ Pentel Response: Since previous update on Nov. 16th, 2021, Pentel has been actively communicating with consumer via email on Nov. 20th, Nov. 22nd, Nov. 23rd and Dec. 01st to confirm the identity of defective goods. A replacement package was sent with tracking ********************** and arrived on Dec. 3rd. Positive response has been received from consumer as a closure of this case. Consumer Response /* (2000, 12, 2021/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have been very kind with fixing this issue for me and have sent the replacements and then some. Pleasure to work with and definitely changed the experience from negative to positive. I accept and appreciate their resolution and standing behind their products. Thank you ******* and also BBB for your help.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.