4.5
69,802 reviews
Other Clothings:
  • Average: 4.6
  • High: 5.0
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Flowers and Gift Websites
National Pen

Read 69,802 Reviews

REVIEW SNAPSHOT®

by PowerReviews
National Pen
 
4.5

(based on 69802 reviews)

Ratings Distribution

  • 5 Stars

     

    (49819)

  • 4 Stars

     

    (10956)

  • 3 Stars

     

    (5025)

  • 2 Stars

     

    (2050)

  • 1 Stars

     

    (1952)

33%

of respondents would recommend this to a friend.

Pros

No Pros

Cons

No Cons

Best Uses

No Best Uses
    • Affiliation:
    • I received a sample (3)

Most Liked Positive Review

 

For so many years no problem.......

Since before 2008 I have ordered from 'Pens.com' many times and very happy with the product and delivery. That is until this year, unfortunately. Every year I order a number of 'Yearly...Read complete review

Since before 2008 I have ordered from 'Pens.com' many times and very happy with the product and delivery. That is until this year, unfortunately. Every year I order a number of 'Yearly Planners' With imprints of my logo and copy on the bottom of the cover. I then order stickers to add to each one with the year and our slogan. I am with a volunteer fully sworn State Police organization. Auxiliary Troopers receive the same training and equipment as a full time Trooper. However, no pay. Each year I provide these "Yearly Planners" as a thank you for all the time, risk and support the Auxiliary provides to the full time members. So, the order size varies depending on how many active auxiliary members we have. Usually around 150 to 200 units. This year I ordered 125 copies. They arrived last week. As I went through to attached the stickers I noticed a number of the black covers had scratch marks that were very obvious. As this is (happily) coming out of my pocket (there are no funds for such items) I only order enough for our members and one for me. So, I contacted customer service asking if they could send me five to replace the damaged ones. I was told "No, they could only run a minimum of 50 copies but would credit the cost of the five bad ones." That would cost me $50 plus shipping cost. I don't think they were going to charge me another $65 set-up fee!!! I reminded the rep about the guarantee on the quality of work and his response was to offer the refund on the current offer or an equal discount on the order of 50 new units. In the first place if I needed additional units, I would have ordered them at the beginning. Why should I have to throw away 45 planners to get the total I needed. Again, his response was that was all he could offer. I told him sorry but I can't afford the cost of an additional 45 planners. That I would go ahead and give out the damaged units and let the receiver know the damaged planner was provided by Pens.com. It is hard to believe.

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 69802 customers

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5.0

greart

By 

from US

Comments about National Pen:

greart

 
5.0

product are unique, and you have a great variety

By 

from US

Comments about National Pen:

product are unique, and you have a great variety

 
4.0

Website not easy,wanted different font,couldn't maneuver.

By 

from US

Comments about National Pen:

Website not easy,wanted different font,couldn't maneuver...

 
5.0

Awesome!

By 

from US

Comments about National Pen:

Awesome! Your stuff makes great gifts for my customers. Thanks!

 
5.0

Great

By 

from US

Comments about National Pen:

Great

 
4.0

Great

By 

from US

Comments about National Pen:

Great

 
5.0

The process to order was quick and easy.

By 

from US

Comments about National Pen:

The process to order was quick and easy.

 
5.0

great

By 

from US

Comments about National Pen:

great

 
4.0

I hate how I can never see the logo on the product.

By 

from US

Comments about National Pen:

I hate how I can never see the logo on the product. It is always showing the imprint. Please fix this!

 
5.0

good

By 

from US

Comments about National Pen:

good

Displaying reviews 1-10

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