Complaintsfor4pens.com
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Complaint Details
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Initial Complaint
11/27/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order with ***** in 2022, had no issues, got a proof to review before printing and shipping. I ordered again on Sept. 14th ( order number 4P-0014229-23). My order was shipped without a proof read and I have been speaking with customer service in regards to the pens being shipped without review and was told that my order had to be over ****** to give a proof. ((NEW RULE FOR 2023)). I was unaware of this new rule in place and did not see it on the ordering page. I asked to return the pens to have my number added on the pens. These pens are useless with just my name on it and no contact number. I had even stated I would pay for the shipping and they literally have not honored anything for me and as a company I would NEVER ship any personalized item without review. please help, I am absolutely NOT happy with my order nor can they be used.Business response
12/12/2023
Attached is our proof policy that appears on our company homepage. This order had a value of under $150.00 and therefore did not require an automatic proof which takes place on orders valued over $250. This customer already disputed the charge with Paypal and Paypal found in our favor so she is continuing to look for ways to shift the responsibility for her incorrect order placement where she did not request the phone number be included as part of the imprint on her pens.
There is no way to just add the phone number to what already exists on these pens. The order would have to be totally replaced and it is not fair to put that responsibility on us.
Thank You
Customer response
12/12/2023
Complaint: 20919576
I am rejecting this response because:
I have ordered previously with this company as well as otger companies. I did not see anything which stated my order had to be a certain amount to get a proofing. My order wasn't over 250 the last time I ordered and I got proofing. Each company I have ordered from always give proofing when it's an otem personalized. I just wanted you to know if that's your policy you need to add it to the order form... clearly and make it VISIBLE for the customer.
Sincerely,
********************************************Business response
12/12/2023
We have responded to your comment the first time. Our policies are clearly highlighted at the bottom of our homepage.
Other companies may have different policies but our policies whether the same or different from others are posted and available for all to see.
If you failed to include your phone number when ordering the pens, I am not sure why you believe it is our company's fault. We produced the order exactly how you
ordered the product. You tried to contest the charge with Paypal and they denied your claim. Perhaps it's time to accept the error as yours and maybe ask is there
some consideration we can give you or work with you on a replacement? It is not our responsibility to take back the merchandise you incorrectly ordered and assume the
cost for making the product how you would now like to have it.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.