ComplaintsforMoleskine America, Inc.

• Initial Complaint

  10/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered the Smart PRO Planner **** for $36.95 (*******************************************************************************************************************************************), and had it personalised with my name. When the item arrived by mail, it was accompanied by a piece of paper that said the Planner was unusable without a Smart Pen. There was no way to order the pen, except as part of a Smart Writing Set for $279 (*******************************************************************************************************************************************************************). It is also worth noting the smart pen magnetic charger and pen refills were all out of stock online. When I contacted Moleskine, they refused to refund my money because the item was personalised. This feels like a bait and switch. If I can't order the pen, I can't use the 'smart' system. I believe the Moleskine Smart pen is a Moleskine-branded Neo Smartpen, and Neo is currently out of stock for all three of their pen types. Moleskine should acknowledge they have a supply issue, and ensure purchasers know this before buying any smart notebooks.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought a $29 planner from Moleskine which ripped and broke at the spine within the hard cover. I have been using these planners for years and assumed it was a faulty product. When I contacted moleskin, it was not immediately clear how they would rectify the issue because I had purchased it through Amazon and was referred to their customer service as a result. Being so far into the year with so much information already written in the planner. I was upset and did not want a replacement, but rather a credit or a refund for the inconvenience and to purchase a planner from a different company. Throughout my communication with customer service, they disregarded my requests, sent me a replacement after asking them not to and them acknowledging that request, asked to be referred to a manager, was given multiple credit codes, which did not work on the website. This poor customer service issue has cost me precious time, and I simply asked that they either stop wasting my time and provide me with a credit that works or a refund. After making this final demand, after weeks of poor communication from their customer service department I informed them that if they did not provide a solution that I would file a Better Business Bureau complaint. I did not receive any further communication from the same customer service representative who called me ***** in multiple emails (my name is *****). At this point, I will not get anything close to the time I have put into this customer service issue and I do not want to use moleskine's product anymore. It already pains me that I will have to look at this planner for the rest of 2023 provided it doesn't fall apart more than it already has.

  Customer response

  03/25/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Moleskine America, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *****************
  

• Initial Complaint

  04/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchase a note-taking system (pen and notebook) from Moleskine on 8/19/2021 for the total purchase price of $163.00 [ ****************************** ]. I began experiencing issues with the charging of the pen in December and by February it would not charge at all. This system is totally useless (notes will not record digitally) without this special pen. I have gone through all suggested fixes and submitted several emails even including a video of the issue only to receive an email saying, "However, we would like to inform you that we have reached out to the relevant department in charge on the matter who is working hard on providing you a resolution as soon as possible." This is weeks after all the requested information was submitted. At this point, I feel that I am being run around in circles and to make matters worse the "special notepad" has been filled with notes that won't be recorded as the pen wasn.t working!

• Initial Complaint

  03/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased Smart Planner 2022 Weekly 12-Month, Smart Notebook Hard Cover directly from Moleskine on 12/9/2021 for $72.90. I also purchased Moleskine Pen Ellipse ****** Smart Pen Black from Staples on 12/9/2021 for $138.68, and Moleskine 12 Month 2022 PRO Smart Weekly Vertical Planner, Hard Cover, XL (7.5" x 9.5") Black from Amazon on 12/19 for $53.03.After receiving all of these items by 12/17ish, I spent some time trying to get them to pair up and work properly. Upon realizing I wasn't able to figure it out, I contacted Moleskine support on 1/7/22. After a ton of back and forth, sometimes waiting up to 2 weeks to get a response from them, they finally responded on 2/11 saying that the error was a bug with the system that had not yet been fixed. As this bug made the items completely useless, I asked for a refund for the products. Not only have they not refunded my for the items that they directly sold me, I was also not able to get refunds from the items purchased from other retailers as their customer support service took OVER A MONTH to get a response to my query. I require a refund of $264.61. I am happy to return the items to them if they also cover shipping.

  Customer response

  04/21/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Moleskine America, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  02/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I have ordered a weekly planner from Moleskin's website on December 10, 2021. I have not received it. My order number is ********** I have called ************ a dozen times and each time someone tells me that they will look into the issue and call me back. I have never received a return phone call. I called again and asked for a refund, and moleskin representee agreed to the refund but I have never received it. I spent $33.90 on my original order

• Initial Complaint

  11/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 10/18/2021 a package containing a smart writing set for $137.73 was delivered. This package was then taken to to ***** and was refused. I have been in contact with Moleskine since before it was delivered as I let them know I was going to refuse it. After contacting them multiple times, they could not give me information on whether they had received the refused package and I have not received a refund. I have emailed them multiple times and have called them once.

*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. ↩