We have resolved this with the customer internally The invoice for the ice scrappers has been credited in full We offered to rush another item for her to give out for the Holidays, but it was declined Our CEO is aware of the situation
As stated previously, we have attempted to resolve this issue with the customer internally. The invoice for the ice scrappers has been credited in full. We offered to rush another item for her to give out for the Holidays without charging any rush fees or expedited shipping, but it was declined. Our CEO is aware of the situation, and has attempted to reach out to the customer by calling her. He left a voicemail for a callback. The customer responded to our CEO via email that she did not wish to speak with him.
I have reviewed the customer's claim, and I do see that we have note of the product being short and a refund to be issued. Our records indicate that the customer ordered 100 and only received 48 cards. The cards were $1.89 per piece. Therefore, the refund is for $98.28. This...
refund check was mailed on Feb. 2, 2015. The customer should receive the check in the mail very soon. Please let us know if the customer has any futher questions/concerns in regards to this order.
Thank you for bringin this to our attention. Our website should disclose the shipping charges prior to placing the order. We apologize if this was not shown during the order process. Our records indicate that the package shipped was 11 lbs. We will issue the requested credit...
on this customer's invoice as requested. The new total on this customer's invoice is $164.25.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
The customer received 250 pens. Seventy were defective. This is not a satisfactory resolution.
Revdex.com:
I have reviewed the response made by National Pens and find that this resolution goes above and beyond what I was expecting. I want to personally thank National Pens for their effort and retaining me as a lifelong customer and to improve the quality of their ordering for future customers like myself.
Regards,
[redacted]
Thank you for briging this to our attention. Our records indicated that the customer placed two orders online on February 9, 2016. The two orders were placed 7 minutes apart. Therefore, it may have been done by mistake, however, we did customize two orders for the customer upon...
their request. We offered to have the customer return as a courtesy, however, the customer did not want to to this. The customer called yesterday on 6/6, and spoke with a representative that agreed to send her a pre-paid return label to return the duplicate order. This return label has been sent. Please let us know if there is anything else we can do to assist. Thank you, National Pen
reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have incurred great additional expense due to the issues I have had with this company. I had to rush order from another company and now will incur rush charges and additional postage. I requested payment for this and was rejected. As far as I am concerned the bait and switch this company did was UNACCEPTABLE and they should be paying for the additional funds it is now costing me.They have declined to do so. It was not resolved internally. I asked for this via email and was rejected. Obviously I cannot make them do "what I deem is the right course of action". I am not satisfied with a "we are sorry" as this has put me in a very bad position. However I assume I have no other recourse.So in summary, this was not resolved to my satisfaction but I guess that nothing else will be done
Regards,
[redacted]
Thank you Mr. [redacted] for reaching out to us regarding your experience with your current order with us. I was able to locate your account and show that the pocket planner that you purchased was an item that was listed online in our closeout section and that was marked down to .11 each. I...
understand your frustration of the order not being fulfilled or offered another item to you at same cost. Due to the item that you selected we wouldn't be able to price match that with another planner that is similar due to the stock that is left for the 2017 year is leather planners and requires a different imprint method. Due to the inconvenience that this has caused you we would be more than happy to send you a 20% credit certificate that you would be able to use on any purchase with our company. Again we truly apologize the frustration that this has caused.
To Whom It May Concern,Thank you for bringing this to our attention! We are very sorry to hear Mr. [redacted] did not have a pleasant experience with his last order. We had tried to contact Mr. [redacted] on 5-20-16 and 5-23-16; however, we were unsuccessful at the attempts made to reach him by...
phone to resolve this matter. We have issued a full credit for invoice [redacted] (see attached credit memo). We hope Mr. [redacted] will continue to do business with National Pen in the future.
We have resolved this with the customer internally. The invoice for the ice scrappers has been credited in full. We offered to rush another item for her to give out for the Holidays, but it was declined. Our CEO is aware of the situation.
Our management team has been in contact regarding this customer's order. We have apologized to the customer for the events that occurred. When we received the email in August, we updated the customer's account information, however, we did not realize there was a pending order to...
update. Therefore, when he called in November, the original order was still in process. It was set to ship late November. In order to make the change, we had to issue a cancellation on the original order. The new order was re-entered on November 20th. We should have shipped the order out for delivery by 12/3, however, due to our production team's capacity during our Holiday rush, we were unable to fulfill this request. After speaking with the customer yesterday, we have issued a cancellation on the order and apologized numerous times for everything that has happened.
Unfortunately, I am not able to see an attachment in the customer's rejection. Please email this documentation to [email protected], and I will be happy to review this further. If we are going to honor the Anniversay promotion on a non - applicable pen, we have to use advertised web site pricing. We are not able to honor last year's price and the Anniversay coupon. We do have a similiar pen to the Bic pen that may be a more cost effective pen for this customer. It is our Colorama Extreme pen (Sku #: CLX). On this particular pen, we will have more flexibility in the pricing and can hopefully come to an agreement with this customer.
This case has been reviewed, and it has been approved to pick the wrong order up and issue a credit. We can also process a replacement order with the correct spelling. We tried contacting the customer yesterday to inform, but we were not able to get in touch with him. We will...
continue to try to reach the customer to arrange the pickup and replacement order.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Thank you for bringing this to our attention. We apologize if the website was not clear. The customer selected to have pens inserted in gift boxes, but there were no gift boxes ordered. We have put in the request to have $5.00 refunded to this customer. The refund should show...
up on the customer's credit card statement in approximately 3-5 business days. Please let us know if there is anything else we can assist with.
Thank you for bringing this to our attention. The $25.00 late charge is a flat fee for late invoices for National Pen no matter what the original amount of the invoice. We apologize that the invoice was not in the box with this order. In the case that this happens again, we will be...
happy to email or mail a copy of the invoice to our customers. The customer is correct, online payments have no way of waiving the late fee because the majority of customers paying late are actually late on their payment rather than this particular customer's situation. if a customer is to call in the payment, our representatives would have been happy to waive the late charge in this customer's case. The custsomer also would have had the option to mail the payment in minus the late fee. Our records indicate that the $25.00 was refunded to this customer on Oct. 21st. Please let us know if there is anything else we can do to rectify this situation. Thank you, National Pen Company
Thank you for bringing this matter to our attention. I was able to pull your account and see that we did drop the ball on your order and we truly apologize for this. The request has been put in for a refund in the amount of $75.00 to be sent back to you immediatley. We still will be...
sending the boxes out as they have already shipped from our facility. Again we truly apologize for the inconvenience that this has caused for your company.
Thank you for bringing this to our attention. We had no record of the box being returned to us, however, we have tracked the package and see that the package was never delivered. According to the tracking, it is being returned to National Pen, however, we have not yet received it. ...
We will be issuing a refund for this order. The customer can contact us at [redacted] if they wish to receive a replacement order. Thank you, National Pen
We have resolved this with the customer internally The invoice for the ice scrappers has been credited in full We offered to rush another item for her to give out for the Holidays, but it was declined Our CEO is aware of the situation
As stated previously, we have attempted to resolve this issue with the customer internally. The invoice for the ice scrappers has been credited in full. We offered to rush another item for her to give out for the Holidays without charging any rush fees or expedited shipping, but it was declined. Our CEO is aware of the situation, and has attempted to reach out to the customer by calling her. He left a voicemail for a callback. The customer responded to our CEO via email that she did not wish to speak with him.
I have reviewed the customer's claim, and I do see that we have note of the product being short and a refund to be issued. Our records indicate that the customer ordered 100 and only received 48 cards. The cards were $1.89 per piece. Therefore, the refund is for $98.28. This...
refund check was mailed on Feb. 2, 2015. The customer should receive the check in the mail very soon. Please let us know if the customer has any futher questions/concerns in regards to this order.
Thank you for bringin this to our attention. Our website should disclose the shipping charges prior to placing the order. We apologize if this was not shown during the order process. Our records indicate that the package shipped was 11 lbs. We will issue the requested credit...
on this customer's invoice as requested. The new total on this customer's invoice is $164.25.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
The customer received 250 pens. Seventy were defective. This is not a satisfactory resolution.
Revdex.com:
I have reviewed the response made by National Pens and find that this resolution goes above and beyond what I was expecting. I want to personally thank National Pens for their effort and retaining me as a lifelong customer and to improve the quality of their ordering for future customers like myself.
Regards,
[redacted]
Thank you for briging this to our attention. Our records indicated that the customer placed two orders online on February 9, 2016. The two orders were placed 7 minutes apart. Therefore, it may have been done by mistake, however, we did customize two orders for the customer upon...
their request. We offered to have the customer return as a courtesy, however, the customer did not want to to this. The customer called yesterday on 6/6, and spoke with a representative that agreed to send her a pre-paid return label to return the duplicate order. This return label has been sent. Please let us know if there is anything else we can do to assist. Thank you, National Pen
We have talked to the customer and we will be sending out an order of complimentary pens as well as giving 15% off of her next order.
Revdex.com:
I have...
reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have incurred great additional expense due to the issues I have had with this company. I had to rush order from another company and now will incur rush charges and additional postage. I requested payment for this and was rejected. As far as I am concerned the bait and switch this company did was UNACCEPTABLE and they should be paying for the additional funds it is now costing me.They have declined to do so. It was not resolved internally. I asked for this via email and was rejected. Obviously I cannot make them do "what I deem is the right course of action". I am not satisfied with a "we are sorry" as this has put me in a very bad position. However I assume I have no other recourse.So in summary, this was not resolved to my satisfaction but I guess that nothing else will be done
Regards,
[redacted]
Thank you Mr. [redacted] for reaching out to us regarding your experience with your current order with us. I was able to locate your account and show that the pocket planner that you purchased was an item that was listed online in our closeout section and that was marked down to .11 each. I...
understand your frustration of the order not being fulfilled or offered another item to you at same cost. Due to the item that you selected we wouldn't be able to price match that with another planner that is similar due to the stock that is left for the 2017 year is leather planners and requires a different imprint method. Due to the inconvenience that this has caused you we would be more than happy to send you a 20% credit certificate that you would be able to use on any purchase with our company. Again we truly apologize the frustration that this has caused.
To Whom It May Concern,Thank you for bringing this to our attention! We are very sorry to hear Mr. [redacted] did not have a pleasant experience with his last order. We had tried to contact Mr. [redacted] on 5-20-16 and 5-23-16; however, we were unsuccessful at the attempts made to reach him by...
phone to resolve this matter. We have issued a full credit for invoice [redacted] (see attached credit memo). We hope Mr. [redacted] will continue to do business with National Pen in the future.
We have resolved this with the customer internally. The invoice for the ice scrappers has been credited in full. We offered to rush another item for her to give out for the Holidays, but it was declined. Our CEO is aware of the situation.
Our management team has been in contact regarding this customer's order. We have apologized to the customer for the events that occurred. When we received the email in August, we updated the customer's account information, however, we did not realize there was a pending order to...
update. Therefore, when he called in November, the original order was still in process. It was set to ship late November. In order to make the change, we had to issue a cancellation on the original order. The new order was re-entered on November 20th. We should have shipped the order out for delivery by 12/3, however, due to our production team's capacity during our Holiday rush, we were unable to fulfill this request. After speaking with the customer yesterday, we have issued a cancellation on the order and apologized numerous times for everything that has happened.
Unfortunately, I am not able to see an attachment in the customer's rejection. Please email this documentation to [email protected], and I will be happy to review this further. If we are going to honor the Anniversay promotion on a non - applicable pen, we have to use advertised web site pricing. We are not able to honor last year's price and the Anniversay coupon. We do have a similiar pen to the Bic pen that may be a more cost effective pen for this customer. It is our Colorama Extreme pen (Sku #: CLX). On this particular pen, we will have more flexibility in the pricing and can hopefully come to an agreement with this customer.
This case has been reviewed, and it has been approved to pick the wrong order up and issue a credit. We can also process a replacement order with the correct spelling. We tried contacting the customer yesterday to inform, but we were not able to get in touch with him. We will...
continue to try to reach the customer to arrange the pickup and replacement order.
Thank you,
National Pen Company
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Thank you for bringing this to our attention. We apologize if the website was not clear. The customer selected to have pens inserted in gift boxes, but there were no gift boxes ordered. We have put in the request to have $5.00 refunded to this customer. The refund should show...
up on the customer's credit card statement in approximately 3-5 business days. Please let us know if there is anything else we can assist with.
Thank you,
National Pen Company
Thank you for bringing this to our attention. The $25.00 late charge is a flat fee for late invoices for National Pen no matter what the original amount of the invoice. We apologize that the invoice was not in the box with this order. In the case that this happens again, we will be...
happy to email or mail a copy of the invoice to our customers. The customer is correct, online payments have no way of waiving the late fee because the majority of customers paying late are actually late on their payment rather than this particular customer's situation. if a customer is to call in the payment, our representatives would have been happy to waive the late charge in this customer's case. The custsomer also would have had the option to mail the payment in minus the late fee. Our records indicate that the $25.00 was refunded to this customer on Oct. 21st. Please let us know if there is anything else we can do to rectify this situation. Thank you, National Pen Company
Thank you for bringing this matter to our attention. I was able to pull your account and see that we did drop the ball on your order and we truly apologize for this. The request has been put in for a refund in the amount of $75.00 to be sent back to you immediatley. We still will be...
sending the boxes out as they have already shipped from our facility. Again we truly apologize for the inconvenience that this has caused for your company.
Thank you for bringing this to our attention. We had no record of the box being returned to us, however, we have tracked the package and see that the package was never delivered. According to the tracking, it is being returned to National Pen, however, we have not yet received it. ...
We will be issuing a refund for this order. The customer can contact us at [redacted] if they wish to receive a replacement order. Thank you, National Pen