Austin Knight Construction

Thank you for bringing this to our attention. Our records do not indicate that the cusotmer has informed us of a missing package. According to the tracking information, the package was delivered on 1/23/signed for by *** I will have a representative contact this cusotmer for
more information regarding the lost package. We can file a claim with UPS if Shan does not know who *** is that signed for the package.
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 Please forward a new invoice reflecting the new balance of $owing
Regards,
*** ***

Thank you for bringing this to our attention. In looking at the details on this customer's order, we filled the order exactly as the information was typed in online. When an order is submitted online, it downloads directly to production for customization. Since the order was
entered they way that it printed, we are typically not able to offer more than 10% off of the order, however, in this case, we can issue a redo order if the customer returns the original order in a traceable manner to National Pen at *** *** *** *** *** ** ***. Please reference ticket number *** onb the return. Please note that we will not be able to issue a full credit upon return unless a replacement order is approved by the customer

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
[Provide details of why you are not satisfied with this resolutionPlease respond in this space ONLY] I REQUEST A TOTAL RESOLUTION UPON RECEIPT OF THEIR FAULTY PENS I WISH NO FURTHER CONTACT FROM THEM EVER I WANT THEM TO REMOVE MY NAME AND ADDRESS FROM THEIR LIST I DO NOT WISH TO RECEIVE OFFERS FROM THEM
Regards,
*** ***

We have received the rejection. I have reviewed this customer's account, and it appears that everything has been taken care of internally. We have issued a return authorization for his statium cushions, and the second order has been been released to production on a rush for delivery on 12/23/

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.
There is is no reason to talk about billing when I have provided proof of payment twicevia email, showing the payment check
Regards,
*** ***

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.When speaking with *** on November 20th, she stated the original order was to be shipped to the OLD ADDRESS. not the current address. Therefore NO UPDATE to any address was ever made in your systemto the chipping address or the pending order. THIS IS A FLAT OUT LIE.
Regards,
*** ***

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,
*** ***

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,
*** ***

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] I talked to ups said delivered wrong address so don't want pens or bill

Customer has been refunded.  The refund was processed on Dec. 19th.

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]

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.  I have reviewed the details on this order, and see that the order was entered online for 500 pieces instead of 250.  I looked into the case that the email confirmation was not sent, and I see that it was not sent.  We will have our tech...

team look into this as every customer should receive a confirmation after an order is placed.  In the case that the confirmation email was sent, we feel as if the customer would have caught the quantity mistake and we would have been able to catch this before the order was completed and customized.  Our records indicate that 500 pens were delivered to the customer.  If 70 are defective, then, that would mean that 430 pens are in working condition and could have been used at the event the customer needed them.  We are not sure how the customer was short on pens when we sent more than what they intended on receiving.  We are happy to credit the 70 defective pens from the order, along with 180 of the extra pens.  This will be a credit of $147.50 making the new total 202.40.

Thank you for bringing this to our attention. Ms. [redacted] placed order [redacted] with us in Sept. of 2013 and the product was delivered in Sept. 2013. We do offer a 1 year warranty on all products. We spoke with Ms. [redacted] initially on 6-29-16 and explained our warranty for our products and offered to...

give Ms. [redacted] 20% off a future order. We will extend our offer and will be refunding Ms. [redacted] 35% of the order she placed in the form of a check; however, we will not be placing any new orders for Ms. [redacted].  Our courtesy offer of 35% is more than our normal courtesy discount when an order is out of date. Ms. [redacted] should receive her refund check within 3 weeks. Again, thank you for bringing this to our attention.

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]

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.

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.

Thank you for your feedback regarding your order and the experience you had when in contact with our Customer Service team. I am truly sorry that the order was not correct to start with, but also for the lack of consideration when you attempted to have it resolved. It is clear that the 100 free...

Magnetic Calendars were not sent with your shipment; I apologize that the item was no longer available to have the order completed. Due to the fact that the order was missing 1/3 of the product that was requested, I am happy to have the invoice adjusted by $50.65 so you would only be paying for the 200 pieces that were received. I have had the adjustment made to the invoice, leaving a remaining balance of $105.29. This reduced total is now reflected on your account and an updated invoice has been sent through the mail. Again, I appreciate your feedback and hope you will consider continued business with National Pen in the future.

Thank you for your feedback regarding your order. I apologize that the invoice total was higher than quoted online and appreciate you bringing it to our attention. I have researched this and it appears that there was an error in our system which caused this discrepancy. As requested, the invoice has...

been adjusted and the late fees waived. The amount to be paid is now the original total of $84.63. Please contact us via phone at 800-347-7367 to make payment as our online system will not reflect the removal of the late fee. For each order that is customized, we have an applicable setup charge for the imprint, and all orders will have a delivery fee applied for the shipment costs. Though we do include this information on all paper promotions as well as online, I apologize if they were not advertised more clearly. If ever you would like a quote before proceeding with an order you can reach us directly by phone or chat; we also advertise our shipping fees on our website www.pens.com in the FAQ section. Again, I appreciate you letting us know about your experience and hope that you consider using National Pen in the future.