Austin Knight Construction

Thank you for bringing this matter to our attentionI pulled the account and show that the order was confirmed and submitted online to place the order on 9/12/When the email was received the order had already completed and shipped out on the the 13thAt that point the order was already shipped and too late to cancel or locate the order on the truck to have it scrappedWe have noted the account that it was too late to cancel and that the shipment will be refusedOnce the shipment is received back at our facility the invoice will be credited in full and you will not be held responsible for the invoicePlease let us know if there is anything further that we can assist you withThank you and have a wonderful day

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

Thank you for bringing this matter to our attentionI was able to pull your account and see that we did drop the ball on your order and we truly apologize for thisThe request has been put in for a refund in the amount of $to be sent back to you immediatleyWe still will be sending the boxes out as they have already shipped from our facilityAgain we truly apologize for the inconvenience that this has caused for your company

Thank you for bringing this to our attention The $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 $was refunded to this customer on Oct21st Please let us know if there is anything else we can do to rectify this situation Thank you, National Pen Company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

We are very sorry for the confusion on this order. Our records indicate that the customer's original invoice was credited for pens and the payment for that portion of the invoice was used to cover the cost of the replacement order. This cusotmer currently has a zero balance on his
account, and he should not receive any further collection attempts or calls on the order. Again, we apologize that this payment transfer was not completed before the invoicing began on the replacement order. Thank you, National Pen

We sincerely apologize for what has happened on this order. The customer should have been notified that the product was on backorder. We try to notify our customer's if we are out of stock on an item as soon as we have the information, however, this particular order was missed.
When the customer called in on 10/6/2015, she did speak with a Customer Care Supervisor. At the time the customer called in to check the status of the order, it was too late to get another order produced and shipped in time for her event. Again, we apologize for this mishap, and we will be sending the customer a credit certificate to receive 15% off of a future order

Thank you for bringing this matter to our attentionI was able to locate your account and see where you initially called in regarding the order did not meet your need in hands date and that you only wanted pens and not We advised that it was part of the promotion for every pen your
purchased you would received freeWe were then advised of the issue with the printing being smeared on the pens and asked for pictures to see if it warrant for a pick upI show the following day a return label was emailed over for return the pens were received back and the invoice has been credited in full due to defective product was received back and scrappedI truly apologize for inconvience that this has causedPlease let us know if there is anything further that we can assist withThank you and have a wonderful day

Thank you for bringing this matter to our attention, I apologize that Mr*** was not followed up with in a timely manner concerning the pens that he had purchased was no longer availableWe were in the process of notifying all clients that we would not be fulfilling their orders and try
swapping them to another productI was able to locate the account and show that we did find another product and that is similar to the one that was initially purchased honoring the same pricingAgain thank you for bringing this to our attention as this is something that we will look into bettering our communications with our customers so this does not happen in the future

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am suppose to get some sort of credit as well since about 1/of the pens arrived bent and crookedThey can check in their notes that I have called and complained about thisAlso a collection agency is calling me about this matter, I refuse to pay any fee for the the collection agency since they failed to adjust the price for meNo one ever got back to me when I called and when they called it was to collect the wrong amountI told they repeatedly it was incorrect and they would follow up with me and they never did. Once these matters are resolved I will accept and make this dispute resolved
Regards,
*** ***

I can certainly understand the confusion. The account information and the actual order information is setup separately in our system. While the account information was updated, it does not automatically correct on any pending orders. We should have noticed that there was a pending order and cancelled and reentered that order with the correct information

Thank you for bringing this issue to our attentionI pulled Mr*** account and show that we did received the additional pens that were shipped out back and the credit for those was issued in the amount of $It seems that payment was received on 10/13/in the amount of $for
the remainder of the the billWe regret to hear that the service that Mr*** was not satisfactory and this will be looked into futher and addressedI have submitted this over for my accounting department to issue a refund back to Mr*** in the amount of $for the shipping cost of this orderAgain thank you for bringing this matter to our attentionThank you and have a wonderful day

Thank you for bringing this to our attention and I truly apologize at the time that this has taken to get this resolvedI show that you were able to speak with *** on 12/1/and she was able to get the issue resolved and provided copies of the credit that was issued on your accountPlease let
us know if there is anything further that we are able to assist you withThank you and have a wonderful day

We apologize for the error and the delay on this customer's order. We take full responsiblity for the issue. As a result, we have taken 30% off of this customer's invoice to help cover the cost of mailing the items to the speakers. The new total is $96.88. I have checked on
the replacement order, and it is scheduled for delivery today, November 24th at 3:PM

If there is no such person by that name at the customer's location, then, we will file a cliam with UPS on the lost package for the customer. UPS will be in contact with the customer and once receive the tracer investigation report from UPS, we will contact the customer with a resolution.
Thank you,
National Pen Company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
This will remain an unresolved complaint as National Pen is unwilling to admit their mistakes or allow me to return and get credit for the defective productsThis was a bait and switch in that the sample sent was of high quality and the product received was of low quality

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have
determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The company has reached out to me, and has taken sone steps to resolve after acknowledging they are experiencing customer service issuesAdditional time will be required to see if the company follows through
Regards,
*** ***

Thank you for providing the feedback about your experience with National PenI am truly sorry for the online issues and that the agent you spoke with was not able to provide a satisfactory solutionI have reviewed your account and can determine that there was an error online which caused this
order to generateA standard online order requires several confirmation pages to be completed before it will process, and I can see that was not this case in this instanceAs this was an unauthorized purchase we are happy to accept a return for a full credit of the invoiceSince the order appears to have been delivered I am unable to intercept the package, however I have emailed pre-paid return authorization to [email protected] which will cover the return shipping feesOnce the pens are received at our facility the full invoice amount will be cleared, so you will not be liable for the invoice amountIn the case that you require additional information or have questions in follow up please reach out to us at 1-800-347-for assistanceThank you!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***