National Pens

Shocking outfit - should be closed down by authorities.
1. Don't take the order if you cannot fulfil what you are actually offering online!
2. If it does happen - ensure customers get reimbursed pronto
3. Your customer service people should not give customers who have not been reimbursed the run-around.
4. Follow-up that reimbursement happend

What an unprofessional money-grabbing shower

Horrible, horrible customer service! Ordered flashlights two weeks ago for an event I need them for next week. I received a follow-up email saying "Your product is bring personalized". I go on the account on their website and it keeps saying "Being personalized". I call in to the company and I am told they are "out of stock". Wait on hold very long time for a supervisor who keeps offering apologies. Is that the item I should give guests at next week's event, APOLOGIES? Too many other companies to get promo items from. I will not be dealing with National Pens again!

I've ordered regularly from them with mostly great success over the past several years. I had an order months ago (3/2023) of pens that turned out to be leaky. A client who I keep stocked on their pens informed me on a visit that the pens were leaking. They had been throwing pens away by the handful. I snapped pics of what was still there and they were actively leaking. I sent in some pictures of the pens leaking.

Their customer service asked me to test and count the number of pens that had leaked, which is impossible given that these are marketing pens and with this exception, I never know who has them or what the results are once they are passed out and given away.

I furthermore have a business to run and this does not include acting as quality control for their products. I let it be and have been using my former stash while seeking a new vendor.

They have been calling to check in to see if I need to place an order and I share the story with each caller. Somebody this week (9/2023) called to check in and actually seemed to want to help but it's been a complete rinse & repeat - incredibly frustrating! I am not trying to get anything for free and this one order is a drop in the bucket compared to my overall spend. I haven't asked for any credits or anything back, yet they are more interested in wanting me to jump through hoops than make it right and maintain the relationship. I am done with this company and am seeking a new provider for my marketing products.

I received a promotional offer for pens, with very attractive pricing. I ordered the product but was charged regular pricing. I emailed customer service immediately. There was nothing they could do since it had been invoiced...wrong they chose not to do anything. Every email is answered by some one in their inappropriately named "customer service" very dissapointing customer service.

Never received order. They refuse reimbursement. They keep saying it was delivered despite me telling them that the USPS takes a photo of everything delivered to you.

I've ordered multiple times which says something about my judgement but once I got crushed pens (leaking ink) another time I only got 1/2 of the shipment and today I got the pens I ordered as well as #200 very nice looking pens (billed to me) intended for a customer in another state. Terrible Customer Service, last time I will use them

As before stayed, their final billing is roughly twice their advertised price. Don't even think of doing business with them.

I've had an extremely concerning experience with Pens.com that I feel compelled to share. Our office received an unsolicited box of 250 custom pens accompanied by an invoice for $574.83 (or $2.30 per pen). Upon investigation, no one in our office had placed this order. Despite multiple attempts to resolve this with their customer service, the responses I received were not only unhelpful but also seemed to completely miss the point of my complaint.

The company claimed an order was placed online but was unable to provide any tangible proof. They sent an "order confirmation" as an email attachment which turned out to be a corrupted file, adding to our suspicions. This, coupled with their failure to adequately address my concerns, leads me to believe that this might be a fraudulent scheme where businesses are sent cheap unsolicited goods along with a hefty invoice, in the hopes that they will be paid without proper verification.

This experience has been highly frustrating and time-consuming. I advise caution when dealing with Pens.com, as their business practices seem questionable at best. Such tactics are unacceptable and deserve public awareness.

Placed order on October 18,2023. Approved proof on November 1,2023. I was told 10-15 days. I called on the 29th of November, I was told 5 days. Called again on December 11,2023. I was told item is out of stock. They never called me to let me know or give me the opportunity to replace the item with something else. I cancelled order. Will NOT do business with them again.

I ordered the 8.3 x 5.8 Serena RPET Notebook & Pen SET as Christmas gifts for my team - the size of the customized print was magnified in the sample sent for proof the actual is hardly illegible (the print on the invoice was bigger than the print on the product) and the first notebook i pulled from the box was previously used, it had pages ripped out and writing throughout on random pages. If I would've known this company already had such a poor rating I would've never ordered from them! Save your money- this was a complete waste of time and money!

Customers service will raise their voice and ramble but will NEVER give a refund. The product takes many weeks to deliver as if it comes from another country. Thin and distorted product. Some parts of the product was not the specified dimensions. Customer service stated product may be small or wrong size due to seam allowance. (?). DO NOT ORDER if you are wanting quality/service/or reliability.

They did end up fixing their mistake; however it took my negative reviews for someone to finally contact me and try to make it right. They have also sent me a couple of upgraded promotional pens with my company info that were very nice.

Although I like their products, National Pen has predatory billing practices in my opinion. You use a credit card when you place your order, however, your bill is not made available to you until it has become past due which they then charge additional fees, so you assume they charged the card and won't find out til later that it is past due, they always look to tack fees so the billing practices are shady at best. I like the products but will no longer do business with a company that operates this way.

I only gave 1 star because there is no 1/4 star! Poor quality. I would be embarrassed to work for them, specifically as a QA manager! Their customer service department OBVIOUSLY does NOT communicate with the billing department. I sent the crappy pens back using their return address label and they are still calling and emailing about the invoice being paid. UH...no!

Tried to get a pen with a logo and words printed on it. Big mistake. Took 3-4 weeks of emails and phone calls that didn't get resolved, when I finally got confirmation that they'd be able to do the pens with both logo and text, found out weeks later that the shipment was delayed (via an update/reminder email, no original notification). By the time they arrived, there was no logo, but I was still charged a logo fee.

Terrible customer service and no communication between the different departments. It was a nightmare and one of the worst companies I've custom ordered from. I wish I'd just cancelled the order. Incredibly disappointed.

They got my email WRONG on my pens the color of the BARREL WAS WRONG AND THE ADVERTISEMENT IS CROOKED ON THE PENS! When I called in they would NOT HELP AT ALL. SAID IT WAS MY MISTAKE! SO I HAvE TO PAY 100 DOLLARS FOR PENS THAT I AM GOING TO THROW AWAY! CANT EVEN SEE THE ENGRAVING. WHAT COMPANY WOULD SEND OUT CRAP LIKE THAT! ONE THAT DOESNT CARE! WHAT A SCAM! I am going to report them to the better business bureau!

I called in an order for 500 pens and informed the agent that I had a code for free shipping and handling. She assured me that the discount would be applied to my order. However, it was slipped in and I didn't notice it right away on the approval (I'll own this mistake). I've since talked to two different agents trying to get that removed. They refuse. I can't believe that they will alienate a customer over $50! Apparently they have never heard of "life-time value of a customer". I will NEVER use this company again and I will tell EVERYONE that I know not to use them!

I ordered black ink pens and they shipped me blue ink pens. I ordered again & they sent me blue ink, Again. Will not take responsibility for them being out of the black ink. That's what the customer service person told me that they were out of the black ink. It did not say that on their website and they should have let someone know. Or I would not have ordered 200 pens.

We are a non-profit Pride company and ordered comfort gel ink pens with our colorful logo and a multi pack color pens. The pens were advertised as pink, green, orange, blue, yellow, black, grey and burgundy. Even the proof we were sent had all these colors. Unfortunately the 500 pens we got had none of the green, pink and yellow pens so as a Pride company, not getting these colorful pens was a real disappointment. I sent a photo as asked to a representative then radio silence on their end for weeks despite my emails and calls. I finally got.a hold of someone else from the company and explained that I just wanted the missing colors. He was very nice but basically said they don't have those colors anymore which is why they sent us a bunch of brown, black and grey pens. I mean...we were supposed to get 500 assorted pens with all of these beautiful bright colors and ended up with dull boring colors. I asked him if they can send us those three colors in a different style and at least comp is a good portion of the cost. In the end, he could not help me at all and simply gave a 20 percent off coupon which is not helpful since the current sale on their website is 20 percent off anyway. So basically they gave us nothing. Extremely disappointed and will not order from them again as they could not even make this right or meet halfway.

I placed a small order of 100 pens which came damaged with ink everywhere which likely happened in shipping. When I contacted customer service they treated me like I was trying to scam them. I provided pictures of the damage and ink covered pens but that was not enough. They wanted me to send the pens back (understandable) but would not provide a refund or replacement without an investigation on their end. I said I was not comfortable sending the pens back without reassurance that they would be replaced/refunded which they were unwilling to do.

I ordered an "assortment" of colors of pens for my new business. There are 7 colors in the package I chose. Before production, they sent me an email (with a picture) asking to confirm beforehand just to make sure it was correct. It looked good so I sent it in. When I received a box of nothing but red, blue and black pens, I contacted them, sent them a picture and was told, "technically 3 colors is considered an assortment, as we don't want to hold up production." As silly of an issue as this is to complain about, this is not what I wanted and I spent a good chunk of money for something they were unwilling to fix.

This company is horrible. They took an order from me, asked me for artwork, which I approved and then canceled my order claiming "Not enough stock". I asked SEVEN TIMES for someone in a managerial supervisory position to call me and sent emails.
On 3 different occasions I called and requested a supervisor to call me back. Each time I was told "Someone will call you back within 24 hours". Still waiting. No one bothered to contact me back. Over a month and they still have $360 dollars of my money with no refund and no callback.

I ordered pens to later find out that they are out of stock and will be for the next 4 months if not longer. After waiting 3 weeks for my order I contacted them. Phone rings for long periods of time, greater than 30 minutes only to speak with people who are difficult to understand. Offered me a 20% discount of future orders. Terrible service...