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National Pen Company

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National Pen Company Reviews (68)

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

Placed an order late afternoon with this organization, paid for in full via visa card, submitted a changed order the next day which I received conformation the following day, on a Friday. On Monday received notice from bank that my account was overdrawn & found the company charged me again for the order.
After hours of arguing with them, they sent the wrong order, they took the first charge off for the total order but refuse to take the 2nd charge off for the wrong product sent until I return it. They claim the order was produced prior to my receipt of the OK for the change order. 2 days????????? Now they say to receive the correct order it will take 2 weeks!!!!! So they can produce & ship the wrong order in less than two days, but to produce & ship the correct order it will take 2 weeks?????
DO NOT DO BUSINESS WITH THIS COMPANY!!!!!!!!!!!!!

Over the past 30 plus years I have purchased many pens - different types of pens from National Pen Co and have almost found them to be in the top 1% of pens that write extremely well, are well done - printing/delivery on time/customer care - this is - in my humble opinion - one of the best pen companies in the United States. They can provide almost any pen you want at a reasonable cost. When reading the reviews, I can not believe this is the same company I have dealt with over these many years. They have great sales representatives - excellent printing - reasonable prices and delivery is second to none. An excellent service company for any business.

We received another call from National Pen from [redacted] TN, This is now harassment. Do something about it.

I am extremely disappointed in this company!!!! We own a small tax business so we are only open for business half the year. We are repeat customers and back in the summer we made an order for some 2016 calendars for our customers. I gave the representative my credit card information when I put the order in expecting them to charge it as they have so many times in the past. When I received the calendars 3 months or so later, I noticed there was an invoice. I assumed it was an error since I thought I had already paid for it. One month later an invoice arrived in the mail. I called and they tried to tell me that I never gave them my credit card information and that if I did, it was never charged. I told them that I would look at my bank statement but that I was positive that I had given the representative my credit card information. I am now opening the mail and I find a final demand for payment. I called them to explain to them the situation and that I will pay the bill in full come January since that is when the business will open again since it is their fault we are in this situation to begin with, I expected them to work with me. The gentlemen starts to tell me that he spoke to someone back in November and that that person said they would put a check in the mail. First of all, I was never aware that they spoke to someone else and second why would they speak to anyone else if the account is in my name? For all they know, they could have spoken to the janitor. The gentlemen then proceeded to tell me that I had to pay the invoice in full or call the collection company that it had been sent to. To this date I have not received anything that says the debt was sent to collections nor information about who this collections company is. When I told the gentlemen this, he did not care but still directed me to the collections. When I asked him to transfer to them, he said I would have to call them. When I asked who they were and their phone number, he couldn't give me that information either. He actually said, "I don't know". Ridiculous, don't direct me to someone and you can't even tell me their name or phone number. I never expected this company to be so incompetent and unprofessional. They are the ones that made the mistake and in the end they aren't even willing to work with me. Then there is the issue of them allowing others to speak on my behalf, not to forget that some random representative took my credit card information and who knows what she did with it. I will never use this company again nor recommend them to anyone. Do not use this company!!!

This company, in my opinion, is a fraudulent company who is quick to take your money but does not stand behind its guarantees or commitments stated on their website. I have tried for over a month now to get them to acknowledge and resolve issues I have with a recent order. I spent a lot of money on a bunch of coffee cups that are now absolutely useless to me. The logo is not as promised, the imprint is off center and on the wrong side of the cup. It's about 1/20th the size of the cup so it can't even be read or seen from not even 5 feet away. In general, extremely poor quality. But their lack of responsibility is atrocious and disheartening. They state on their website that they guarantee you to be happy or your money back, this obviously is not true.
I now have 300 coffee cups that are going to the local dump.

National Pen Company have very unethical business practices. They will send all kinds of business marketing items. They will quote you a great price and it's going to be at least double the price. They quoted me a price of 59.00 but billed me for 129.00 dollars. I would not recommend this company to anyone.

Be aware that National Pen does not send an invoice to you via email or regular mail. It is packed in the BOTTOM of the shipping box. Therefore if you order a large number of items and leave them stored in the box, you will not see the invoice. Poor business practice.
When I received a call that my account was past due, and returned the call, the customer service agent argued with me about it. When I told him I never received an invoice he said "Yes you did, it's in the bottom of the box." WTH? Who packs invoices like that?

Thank you for bringing this to our attention.  I have checked with our payables department, and this refund was mailed on April 8th.  The customer should be receiving the refund soon. 
 
Thank you,
National Pen Company

Horrible customer service, and equally horrible production timing. I ordered pens and spoke to them on the phone and was very clear about the date needed. A few days before I needed the pens, I called them since I did not receive any notice about the pens being sent. When I called, the customer service rep said basically, "we had production errors and will need to cancel your order." I then asked, "when were you going to tell me about this?"
After speaking to someone else, that representative said they could produce the pens. I asked if she was sure, because I found another company that could do a turn around in 24 hours.
I had to call again in two days to find out the status, and they then said that I had to pick a different pen. No Problem, it was more important that I had the pens by the date required. They said they would ship them via UPS next day, and I would have them on Saturday.
I received them on Tuesday ... after the event.

Even worse than all this, is the fact that when I called on Saturday to find out the status of the pens ... their answering machine kept stating that my call would be answered in about a minute, or something like that .... and when I looked on line, they are closed on Saturdays --- Why not have your answering machine state that, rather than have the customer stay on the phone waiting.

Truly bad all around.
Still waiting for them to resolve this correctly. What a shame that a company could really not care about the customer.

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.

Placed several orders in past. The pen quality has been decreasing with every order. Though the last order we placed was their deceiving website reorder site. I reordered with a previous order from the past with a certain amount for the pens. Well I should have known they upped the price on the pens by 80%. I emailed them and they tried to tell me it was a set up fee that increased the amount. The set up fee is 14.95. Even with the set up fee it doesn't add up to the 80% mark up. So needless to say we will take this order but never again will we order from this company again.

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

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

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

recently magnets which were purchased and delivered were found to be of very poor quality. After several attempts to make contact with customer service, I called again this time to speak to someone. They wanted me to send back the magnets, whcih after this time, had all delaminated and went into the trash. Customer service offered a 10 percent credit towards my next purchase. The magnets were 300.00, which translates to a 30.00 credit for the horrible product. He then basically challenged my integrity on the complaint, even though I think he was able to see the correspondence from the onset with phone calls. Unfortunate, with a multiple year history.

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 am suppose to get some sort of credit as well since about 1/3 of the pens arrived bent and crooked. They can check in their notes that I have called and complained about this. Also 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 me. No one ever got back to me when I called and when they called it was to collect the wrong amount. I 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,
[redacted]

Thank you for bringing this to our attention. Ms. [redacted] placed order
text-decoration: none;">[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.

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