ComplaintsforFisher Space Pen Company

• Initial Complaint

  09/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I just submitted a complaint but when I was reviewing it I lost the page. Last week I tried to order spacepan as a gift for someone a time-sensitive gift. Their web page was having difficulties taking orders and after half an hour of trying I reached out to them through email as that was the only contact means I could find. Someone did reply to me and apology eyes and asked what I was trying to order and there was a miscommunication about the exact item and when I corrected it I did not hear from anyone again until Monday and by that time I had chosen to go another route because time was running out. On their page the mailing option I had chosen would only get it to me if it was shipped immediately. So when they contacted me on Monday and said that they were had an invoice waiting for me on square I replied and said there isn't time for that I'm going to go with the option I'd mentioned to you last week. Last week I had explained to them that I would prefer to support a business than always using Amazon but it would depend on the timing. So on Monday I promptly replied and explain that I had to go with the other option and I would not be completing the order. They never replied and I just keep getting email that tell me I have a past due invoice. I've replied to two of those emails. Today I got the pan in the mail. This was not handled properly at all and I don't even have a square account I've never used square. I just want to return the item.

  Customer response

  09/18/2023

  I apologize but I need to update the information.  -  Fortunately, as of 9/18 I have not gotten a package from them.  Only the emails telling me I am overdue.  -  It was a strange situation with Amazon that led me to logically and disappointedly assume it was was Fisher.  Amazon on the app showed that the package would arrive at 9pm and was not even in "out for delivery" status.  But then very late in the afternoon they update the status to delivered this morning.  -  So at least no package from Fisher has been received.  And hopefully it will remain that way and the email will stop.

   

  Thank you

  Customer response

  09/18/2023

  Just received an email from Fisher Space Pen Co.  stating invoice has been cancelled.

  Thank you.  Situation resolved satisfactorily.

  Business response

  09/18/2023

  Dear ******************,
  I apologize for the confusion with the Square invoice. The emails related to the invoice send automatically; I canceled that invoice this morning so you should receive a cancellation notice and then nothing else from Square related to that invoice. I take care of communications related to Square invoices but didnt receive any emails from you there; would you be able to provide me with the name or email address that you had communicated with? They should have let me know that the invoice needed to be canceled and I do apologize that it didnt happen as it should have.

  
  Ive checked both our payment systems and our shipping systems; we have no record of an order or a shipment to you from our factory.If you ordered the pen through Amazon, then it would have shipped through them as well. A return would have to be processed through ************************************************************************** Manager - Fisher Space Pen
  **************************************
  

  Customer response

  09/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Just received an email from Fisher Space Pen Co.  stating invoice has been cancelled.

  Thank you.  Situation resolved satisfactorily.

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

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I spent $170 on a pen to avoid plastic. When I wqs looking at the pen on the website, I couldn't tell exactly what the packaging was made of. I went out of my way to call the company and ask what it was made of, along with if there were any plastic components of the pen, just to be safe. I asked if the box was made entirely of paper. They said it was made of cardboard. I explicitly asked if the part of the box that the pen sat in was made of cardboard. They said yes, it was made of cardboard. They also said no part of the pen contained plastic. I got the pen, and the part of the box that the pen sat in was made entirely of a plastic foam. There was a significant amount of plastic foam. The pen also had a plastic Fisher Space Pen emblem on the tip that was not visible in the photos online. I spent $200 on a pen to avoid using plastic. I went out of my way to get contact ibfo for the company and ensure that there was no plastic. They assured me multiple times there was no plastic, and then most of the purchase was made of plastic. This completely defeats the purpose of me spending $200 on a pen. They lied about the product then refused a refund when I received a different product than what I was told I'd receive. I need to be allowed to return the pen and given a full refund. Because this is entirely their fault and because they're having me go to far extents to get my money back, I also need them to pay for the return shipping. This is ridiculous

  Business response

  09/02/2022

  Business Response /* (1000, 6, 2022/08/10) */ Contact Name and Title: Kelly J***** Contact Phone: XXXXXXXXXX Contact Email: *****@spacepen.com Dear *** *****, First, please accept my apology for this situation. In addition, thank you for bringing this to our attention as it has given us a training opportunity as well as an opportunity to improve the information on our website. You certainly should have been made aware of the emblem on the end of the pen. I'm currently working to ensure that we add that information, along with photos, to the product pages for our Infinium pens. In addition, I will be discussing this matter with the people you spoke to when you called. I've already processed a full refund of $185.09. You should see that reflected soon on your credit card if it's not already shown. I hope that I've resolved this to your satisfaction. You're welcome to keep the pen, however if you do prefer to return it please provide an email address that I may send a shipping label to. If I can be of any assistance please do not hesitate to reach out to me at *****@spacepen.com. I will be out of the office beginning today at 11am (Pacific) through Sunday, but I will be available again on Monday, 8/15. Sincerely, Kelly J***** Consumer Service Manager - Fisher Space Pen Consumer Response /* (2000, 8, 2022/08/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you. This is a starkly different response from what I was told on the phone. My email is ************@gmail.com

*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. ↩