Austin Knight Construction

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

[redacted], Thank you for bringing this matter to our attention. I was able to pull your account and see that two orders were placed days apart from each other. I apologize if you didn't receive the details of the first order that was emailed over to you. We would be more than happy to do 50% off...

the bill which would reduce to $81.22 or if you are not able to use the pens we can send you a prepaid return label to have the pens sent back for a full credit once received. Please advise on how you would like to move forward so we can better assist you. Thank you and have a wonderful day.

Since this custosmer has made this complaint, National Pen has contacted the customer, and all issues have been resolved internally and explained to the customer.

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]

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]                    I will not accept 20% gift certificate. Nor will me and my partners purchase from this company again. UNACCEPTABLE

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.

We apologize about the pricing on this order.  It does appear that the promotion fell off of the order, and the customer was charged full price on the order.  The invoice has been adjusted to the agreed upon amount of $265.40.  Thank you, National Pen Company

Our records indicate that 500 pens were ordered, shipped, and received.  We have issued a credit for the defective pieces plus the rest of the 250 extra that they received without asking for a return of the extra pens.  The previous offer is the most that we are able to do as the customer received an extra 180 usable pens at no charge in the shipment resulting in a total of 430 usable pens assuming that 70 of the pens in the shipment were defective.  The previous credit offered is only charging the customer for 250 pens plus the setup/shipping costs on the order.   Thank you, National Pen

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 don't believe receiving 15% off my next order as satisfactory! I had to use generic pens purchased at [redacted] for our fundraising banquet because this company did not tell me the pens were backordered. Had I known they were backordered I could have picked a different pen. They contacted me to get approval for the design so there is no excuse for not contacting me about the backorder!!
Regards,
[redacted]

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

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]

[redacted],  We are sorry for the confusion, but we do not have an email.  Was this sent to customer care or to a person specifically.  Any information would be helpful in getting this resolved.   Thank you, National Pen

We have read the customer's complaint.  Our records indicate that we have tried to contact the customer both on Nov. 18th and the 20th via phone and email.  We also tried calling today, and when asked for the owner, the call was disconnected.  We will be happy to...

address all issues, but we have not been able to get in contact with this customer.  We do not have a record of payment for this order and we need to know what is wrong with the imprint in order to provide a proper resolution.  The customer can contact our Customer Care department Monday-Friday from 7:00 am - 7:00 pm at 800-347-7367.

We have noted an understand this customer's concerns.  We will definately be looking into the hold times as the length of time the cusotmer claims to have been put on hold are excessive and we do not find that acceptable.  In regards to the pricing dispute, the 20% off Anniversay promotion...

is applicable only to certain products that are made at National Pen.  Bic pens are made from an outside supplier deeming the coupon non-applicable.  Due to the escalation of this particular customer, we agreed to honor the 20% off coupon.  The customer previously ordered the Bic pens at a lower price than they are advertised today.  Since our cost went up on this particular product, we had to raise our price to our customers.  Current pricing is advertised on the website and shouldn't come as a surprise to a customer that was on the website when ordering.  Unfortunately, we will not be able to both honor the 20% off coupon and last year's pricing. 
 
Thank you,
National Pen

Hello Mr. [redacted], After looking over the account again I show that the payment has been made and the account is at a zero balance. The payment shows that it was posted on 12/7/17, please let us know if there is anything further that we can assist you with. Thank you and have a wonderful day.

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.

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.
 I did speak with [redacted] and asked that she contact my front desk once the final invoices were put together so we could make a full payment. No phone calls so far...we will await her call so that a one time credit card payment to close out this account can be made. 
Regards,
[redacted]

The pens were received back at our facility and were sent to our quality to determine the issue. It was determined that the batch that was sent out with this order was unfortunatley defective. The invoice for the pens was credited in full leaving a zero balance on the account. We appreciate that it was brought to our attention that the pens were faulty. Now that they have been logged of the defect we are able to be sure this doesn't happen in the future. The account has been closed as the customers requested. Again thank you for bringing this matter to our attention.

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]
No such person here