ComplaintsforMontblanc North America, LLC
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I sent my pen for repair to be repaired by their repair partner. The repair people said it never got there. It was sent with a *** label from the repair shop. Had numerous calls with MontBlanc who refused to do anything. They were advised a claim had been filed by *** with their insurer. Montblanc refused to follow up or do anything even though they had directed me to try and seek recourse through ***. I have a note from the company that gave *** the box with the pen to repair. Montblanc disavows any responsibility even though I was directed and did use their vendor. I requested a replacement and they refused to do anything.Initial Complaint
11/17/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I bought a pen in montblanc-Madison Ave store on 11/14/2023. When I wanted to return the product the next day, I was told that I could not return it but could only exchange it. (The packaging and product are in good condition and have not been used.also I didnt order engraved merchandise ) I checked the return policy on montblanc website is refundable. My order number is *************** Sold by ***********************Initial Complaint
07/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On June 19, 2021 I purchased a *********************************** **** limited edition pen in the *****, ******* Montblanc store. The pen was $3305.00 plus tax of $247.88 totaling $3552.88. At the time of purchase there was a defect on the box and I was told that as these box have serial numbers that they would need to be sent back to *******, destroyed and a new box would be created. Initially I was informed that it would be about 90 days. After the 90 days I was told it was taking longer due to Covid. With each follow up I was just told they were still waiting. It has now been over two years and I do not have the box which is valuable to the purchaser and devalues the pen if you do not have it. I would like the box as well as $2500 due to the long delay, follow up and distress.Customer response
08/14/2023
At this time, I have been contacted directly by Montblanc North America, LLC regarding complaint ID ********, however my complaint has NOT been resolved because:
[Your Answer Here]
I would also like monetary compensation for the very long delay in receiving the product.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************************
Customer response
09/08/2023
I received the box in July 2023. Not happy that I got zero compensation for the delay. There was no offering of any kind to apologize for the horrible experience.Initial Complaint
06/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a perpetual calendar watch under warrantee, and it broke within weeks of gentle use. I brought it in for repair as soon as I could travel back to a city with a Montblanc boutique, and they informed me that the watch had been previously serviced by a third party and that it had notable prior damage. In other words, I have been sold a defective watch that was clearly used and damaged. They are now trying to charge me for the repair because they state that third party repairs were performed (and there are signs of repairs upon inspection by the Montblanc servicers). The situation is absolutely absurd. The watch is under warrantee, and I of course have had no one else touch it while under warrantee. There is also case damage that I did not cause -- I haven't even worn it long enough to be able to notice.Customer response
07/01/2023
Better Business Bureau:
At this time, I have not been contacted by Montblanc North America, LLC regarding complaint ID ********.
Sincerely,
***************************Initial Complaint
03/02/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Purchased a belt on line 12/6/2022 for Christmas for my husband. He didnt try it on until late February to wear it on an outing. Its too large so I learn the the return policy is 20days from date of purchases and there is only a 30 day extension to this Christmas. They dont do exchanges only returns. This was the first time I had purchased an item from MontBlancs website as I have purchased multiple collector pens at their stores over the past 20 years. I called today 3/2/2023 and was informed there are no exceptions. Had I known I would have purchased the item from ********* who would have gladly exchanged it for a smaller size. I just wanted an exchange. But now I want an explicit checkbox in their checkout cart that informs the buyer of their archaic return policy so buyers of such expensive items are aware. Im disappointed in learning about their return policy and that the stores have nothing to do with the website. How can they have such a restrictive policy when their retailers dont. Shame on you Montblanc for such poor customer service. It is easier to keep an existing loyal customer than to attract a new one. You just lost me, my family and anyone I tell my experience to.Initial Complaint
02/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Customer issue with Order ************** I have tried through several channels to get a free repair of this montblanc pen and have failed numerous times.The pen is barely 2 years old. I received it from my wife in December 2020 for my graduation. The entire first year the pen was not used after I found out how expensive it was - $800. She finally convinced me to start using it at home, which I did sparingly. After a handful of uses, the pen would no longer roll up and to my discovery, the plastic inside was cracked. I was shocked to see an $800 pen have such cheap plastic inside that wore down so quickly. Clearly I know this is a defect. We attempted to call Montblanc and were surprised that we were 2 days out of our 24 month warranty and would have to pay for an expensive repair. This pen has been broken and not usable for almost a year and because it's a gift from my wife I feel compelled to get it fixed or replaced. It has also been really difficult to bring it to a Montblanc store which is far from my house and with COVID lockdowns during the last 2 years it has made it even more difficult.To make matters worse, we took it to an authorized repair center, London Jewelers in ********* Long Island **. They accepted the pen only to call a few days later to tell me I need to pay $60 for shipping. At this point this $800 pen is a paperweight. I refuse to have to pay for a repair, knowing nothing was done to the pen to cause the damage. I am writing to you to help me with a repair or replacement.Customer response
03/23/2023
Better Business Bureau:
At this time, I have not been contacted by Montblanc North America, LLC regarding complaint ID ********.
Sincerely,
*************************Initial Complaint
12/07/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Order ************** did not come as described The description makes no mention of any synthetic material, while other wallets on the site did mention synthetic materials such as polyamide I received the wallet & opened it up to inspect, where I discovered the true material list which lists a synthetic lining I contacted the ************** are now ignoring me for several days after I mentioned the wallet was not as described & was opened; i've seen other situations online where people had same issue with them claiming an item was used after just inspecting it I want a complete refund & no incurred costs for shippingInitial Complaint
10/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a pen for nearly $800 in May. The pen immediately showed quality issues. I contacted Montblanc and was directed to send it to a third party repair shop. I had to pay $35 out of my own pocket for shipping to the facility and the facility is now asking for $99 to repair a warranty issue. The pen is defective. I have sent Montblanc emails every day for the past 2 weeks and have not received a single reply. I will not be doing business with them ever again.Business response
11/16/2022
Good Afternoon,
This inquiry has been addressed as of 11/4 is currently in process with our repair contractor.
The workshop has been in direct contact with the client.
We thank you for your partnership in resolving and apologize for any inconvenience.
Montblanc Customer Service.
Initial Complaint
06/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have purchased 4 MontBlanc items within the last year, one of the pens that I just purchased in December 2021 from Saks Fifth Avenue, part of the side casing of the pen came off on the side of the pen cap. I sent it under order number ******** to MJR. This company came back and advised that they wanted $99 to restore my pen. I should not be charged anything, I included a photocopy of the guarantee from the last page of the service booklet included within the pen. I should be covered under warranty, I did not damage the pen, it was a flaw that occurred with the pen. You can clearly see that the damage is not malicious, intentional or the fault of the customer. Please look into this.Customer response
06/26/2022
Better Business Bureau:
At this time, I have not been contacted by Montblanc North America, LLC regarding complaint ID ********.
Sincerely,
*********************Initial Complaint
02/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went into the Mont Blanc store in *********************** in ********* to buy a wallet. I got interested in an ********************* Pen. They told me that it was out of stock and sold me another Fountain Pen from ****** Canon ***** that was supposed to be rare and a limited edition. I later found out that you could buy the same pen in any one of the Mont Blanc stores. I went back to *********** (my home) and exchanged the pen for a refund. I then purchases a wallet and a storage purse for pens leaving me with a credit of $780.94 to be used toward the purchase of the ******* pen. They put me on a waiting list and told me that the pen would arrive soon and that they would call me as soon as it would arrive. It has now been over a month and I still have not received my ******* pen. I already bought the ink for it from the Mont Blanc store.I have disputed the outstanding amount with my American Express Card. The charge was made to a ********* **** in ************* which is also very suspicious.This whole experience has really upset me because I have bought from Mont Blanc before and never had any problems.Can you please help me to resolve this issue.Business response
02/24/2022
The client has been contacted directly and the case resolved.
Customer Service
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Customer Complaints Summary
16 total complaints in the last 3 years.
3 complaints closed in the last 12 months.