4.4
39,841 reviews
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  • High: 5.0
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National Pen

Read 39,841 Reviews

REVIEW SNAPSHOT®

by PowerReviews
National Pen
 
4.4

(based on 44569 reviews)

Ratings Distribution

  • 5 Stars

     

    (31174)

  • 4 Stars

     

    (6633)

  • 3 Stars

     

    (3450)

  • 2 Stars

     

    (1667)

  • 1 Stars

     

    (1645)

Most Liked Positive Review

 

It was like a roller coaster ride!

It began with a very helpful representative, she was working those numbers to get our school the best deals. After a couple of corresponding emails, she dropped the ball and cancelled our order...Read complete review

It began with a very helpful representative, she was working those numbers to get our school the best deals. After a couple of corresponding emails, she dropped the ball and cancelled our order because our accounting department took a little too long in producing a PO. A week and a half before we were going to need our order, I called to check to see if it had already been sent. That's when I found out it had been cancelled. So then I talk to another rep to see if she could get all this straighten out and see if we could still receiver our order before the day of our Event. She straight out told me she didn't think it was possible because she first needed to talk to the previous rep to see what had happened. Then she had to talk to the supervisor to see what could be done. All in all the day of the event came and went before she informed me of what had happened, and that was because I call her to see if they were still going to send us the order or if I would have to cancel the PO. She said they would send us the order, but that one of the items was out of stock. Which of course meant our bill would be less than anticipated. So as our order began to arrive a box at a time, I checked the items to see if the info was as agreed upon. As the last item arrived and I was bragging to one of my co-worker about our mascot finally being promoted, she notices that the phone number is wrong. So naturally I got in touch with the rep I had been corresponding with this second time and explained to her that all the other items had the correct information, except this one. That I didn't understand how that got overlooked if it was correct on the other items. She told me she was going to see what she could do, but has not yet responded to my emails as to what I need to do. I had asked her if she wanted me to return the items that were wrong and if they were going to replace them. I am still waiting!

VS

Most Liked Negative Review

 

100% Satisfaction Guaranteed *eventually*

It all started out very well. I was concerned about special characters printing correctly when they didn't show properly on the online preview. I called customer service and they assured me that I could...Read complete review

It all started out very well. I was concerned about special characters printing correctly when they didn't show properly on the online preview. I called customer service and they assured me that I could make notes during the order process that would alert production to ensure proper printing. Okay great! I continued with processing my order and there was no notes section and even more strangely, no payment step. I called customer service again. The very helpful CSR made notes in my order to ensure my special characters printed properly, called production to double check, and told me they can take my credit card by phone or include an invoice in the shipment. Really? Terms on a first order? That's unheard of! Great, I'll take advantage of that and mail payment upon receipt. Opening the package is like Christmas morning when you order personalized promotional items and I couldn't wait! I loved the pens, they got the text right and the ink color was correct... this is awesome! I sat down to count the pens - there is a plus/minus 10% tolerance notice on the website and I have ordered pens from another company before so I know to check the total count. As I began to count, I noticed that the clip wasn't always in the area with no lines of text. Hmmm... I began to sort the pens. The first pile had the clip in the void so all of my marketing message was clearly visible - these are just what I expected. The second pile had pens where the clip was just touching the edge of the printing - distracting, but not obstructing the text so, acceptable. The third, had the clip of the pen covering one or more lines of text such that my message was obscured. Completely unacceptable representation of my brand. Oh wait! I need a fourth pile - one of the pens had no clip at all - hmmm does that mean I can remove the clip and replace it in the proper space? Not ideal quality control but I'm willing to do this. Pull.... twist... twist... pull... nope, I can't remove the clip portion of the pen to reseat it properly. Time to tally the count. Of the 210 pens I ordered, 202 were received - well within the 10% tolerance but disappointing that a first order would be short. Not how I would run my business. Of the 202 received, 153 were pens I can proudly circulate to represent my brand. 13 were borderline, and 36 were not acceptable. Time to contact customer service. Since it was late at night, I emailed the customer service address in the documentation that came with my shipment. I detailed everything above and asked if they prefer that I mail a check for the usable portion or if they would like to replace them. I also offered to return the unacceptable portion if they issue a call tag. The first response from the CSR was prompt and courteous however, it was not at all customer centric. The email explained that she would issue the call tag and once their quality control department had an opportunity to 'have them tested for defects' they would, upon receiving those results, contact me with a resolution. I promptly replied, expressing my dismay that since the response was centered in mistrust rather than concern for my business, I preferred to pay for the usable portion, return the unsatisfactory portion and be done with this. I also let her know that their competition in a similar situation was all about the customer, immediately shipping a replacement order and refusing my offer to return the defective product. I also pointed out how interesting I found it that their credit department trusts a new client placing their first order to pay upon receipt however, customer service required proof that the product was unsatisfactory before making the customer whole. Missing the point entirely, she quickly replied that if it would be easier for me to email pictures than return the unsatisfactory product that would be fine and they could ship me replacements right away. I replied that I had absolutely no issue with returning the unsatisfactory product but that since her initial 'resolution' had not offered to send me replacements so that I could complete my marketing project on time, I prefer my request to credit me for the unusable portion and issue the call tag so I can pay for what I will use, return what I cannot, and be done with National Pen/Perfect Pen/Pens.com entirely. I quickly received an email with the call tag and am hopeful that the invoice is being adjusted so I can log in, pay and get back to running my business. So apparently, if you are willing to wait, you might get 100% satisfaction but as a small business owner, I don't have that kind of time. I have already invested too much time on a company that is far bested by it's competition.

Reviewed by 44569 customers

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5.0

Always a great experience

By 

from US

Comments about National Pen:

Always a great experience

 
5.0

fine

By 

from US

Comments about National Pen:

fine

 
5.0

So Far so good.

By 

from US

Comments about National Pen:

So Far so good. Shipping to Hawaii at times are questionable even though we are the 5oth State as I found out some companies don't know this.

 
5.0

Fine

By 

from US

Comments about National Pen:

Fine

 
5.0

Easy ordering and excellent products

By 

from US

Comments about National Pen:

Easy ordering and excellent products

 
5.0

I really like National Pen.

By 

from US

Comments about National Pen:

I really like National Pen. Great products. Our clients LOVE it!

 
5.0

LUV PENS.

By 

from US

Comments about National Pen:

LUV PENS.COM!!

 
5.0

nice

By 

from US

Comments about National Pen:

nice

 
3.0

It's a little hard to navigate the sign-up, shipping/bill...

By 

from US

Comments about National Pen:

It's a little hard to navigate the sign-up, shipping/billing information and order process. Other websites allowed me to work on my own with the design of the pen--with logo and imprint.

 
4.0

It was quick and easy!

By 

from US

Comments about National Pen:

It was quick and easy!
Thank you

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