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1.6 37 Reviews

National Pen Complaints Summary

5 Resolved
32 Unresolved
Our verdict: With National Pen's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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National Pen reviews & complaints 37

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12:00 pm EDT

National Pen pen order

I originally ordered my pens on April 25, 2018, the staff at Pens.com removed my order. After Attempting to contact them regarding my order I was told that I had approved the logo to be inscribed so it was cancelled. So I tried again to place the order. On July 10, 2018 the staff at Pens.com removed my second order. After tracking down what happened to my order for the second time, I was informed it was removed. So being confident they wouldn't fail a 3rd time, I ordered for the 3rd time, I should have known not to do this after they had failed twice to process my order. On June 16, 2018 they finally processed my order, but didn't take a payment. Then on Oct 1, 2018 the staff sent me a collections notice and charged me a 59% late fee.

I am willing to pay for the product I ordered, but I want the late fee refunded due to their inability to get the order and billing right. It's not my fault they took the payment information 3 times and did not charge me.

Customer Number [protected]
Invoice Number [protected]

Michael D. Wilson
FSNC

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9:50 am EDT
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National Pen product supplied not as ordered

The pens were specifically ordered for WallCann's 15th Anniversary. At the proofing stage, I specifically asked for the 15th-anniversary logo to be included as per sample. I also rang and checked with the customer service rep to ensure the 15th-anniversary wreath was included.

We specifically requested the 15th Anniversary laurel wreath as per the sample image 1
We received a pen as per 2nd image without the 15th-anniversary logo. Please see attached.

Please call me on [protected] or email to confirm return address ie: to return the pens to:
Ref: [protected]-[protected] Customer: [protected] Inv AU07896855

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12:47 pm EDT

National Pen order # [protected]

This company originally sounded promising, I was excited to find promotional products that used our full-color logo at a reasonable price. However, when I ordered my products, I specified at that time that I would need to receive the product by a certain date (3 weeks from ordering). It wasn't until 10 days after I ordered (AND PAID FOR) the product that I was notified that they could not guarantee my product to be received in time. I find no excuse or explanation acceptable of WHY I could not have been notified when the product was originally ordered. This delay has caused a huge headache and now renders my business unprepared for an expo we have scheduled. I will update this review if my order is received on-time, but at this point- if National Pen Company is incapable of producing an order in a timely manner, as well as notifying their customers in a timely manner- I do not have anything positive to report about my experience.

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11:17 am EST
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National Pen whole company. mainly customer services

Did not make and order. Looked on the website. Next thing I know they have placed an order for me. I responded to email immediately saying I did not make and order I do not want anything. Few days later. They send email. Pens on the way. Bs! I sent them back even tho I didn't order them Now they say they sent two and have ups calling and wanting me to make a police report because they sent them and now it's my problem to solve. It's been a headache. I've spent enough of my time from their confused company that they should pay me a week for working out their problems. The pen a received is of low quality and sticky. Funny thing they have sent me two additional sample since this issue. Lol. So. I guess I'm still on the good list although they are testing me as a criminal for their incompetence. Gross company

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1:32 pm EST
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National Pen ordering and not delivering!!!

I ordered 400 flash light keychains for my niece's wedding from this company.  They told me 3 weeks turn around. We had a little rough start getting the order started because the young lady taking my order could not understand what I meant by making a logo before their names...smh... in any event, someone else in the company was able to get the artwork done. 
I was going to take my business elsewhere but this young man persuaded me to have them get it done and since he just expedited my order... I felt obliged to stay.
Four days before my expected shipping date, I called to check up on my order... only to find out it was not  fully completed. They told me half was done but the other half would not going to make it for the wedding.  I was livid!
I spoke to some random person and asked to speak to the young man who convinced me to let them handle it... he would not return my calls nor emails. I said I'd take the half done work and left the conversation really upset. I didn't curse or swear at them so imagine my surprise when I called the next day to get more info and to try to speak to the young man again and another customer service rep told me my order was totally CANCELLED!
No one has since given me an explanation nor responded to my phone calls nor emails.
Utterly disgusting!
We had no favors for the wedding as the time was less than 2 days before.  I'll NEVER  recommended this company or have ANYTHING to do with them again!

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9:54 pm EDT

National Pen immigration fraud

National Pen is terminating US employees and replacing them with European employees that do NOT have legal visas. Giorgio Barone needs to be sent back to Europe and prohibited from ever returning to the USA. Shame on CEO Peter Kelly for committing this fraud against the United States.

US Customs must investigate this company . This is a common practice by a CEO that has no respect for the citizens of this great country.

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12:44 pm EDT
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National Pen can't get my order correct even after multiple attempts

March 2016 - Ordered 200 pens from this company with my company logo. 100 red (metal finish) and 100 black (soft touch finish) with black ink. First batch received included 50 red and 50 black, both with blue ink. Called company to have them swap out the blue ink for black ink. When they returned the pens to me with black ink, they changed the 50 black (soft touch finish) to 50 black (metal finish). Not what I ordered. Second batch of pens, I received burgundy (soft touch finish), which I did not order. Called the company to obtain a return shipping label, which they said they would email me - I never received the return shipping label.

Will not use this company for my future pen needs.

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2:09 pm EDT

National Pen custom pens

Received a free sample pen - good quality. Writes nice. Ordered 100 online for $0.59 each + 15.95 setup fee + "shipping and handling" the amount of which was not specified on the web. Turned out to be 17.95. Kinda high but the box was pretty heavy. So for 92.90 we got 100 pens. They look great, write great and feel solid. Less than a buck each. If you order on the web you can make sure the printing/layout is right. No way to do that over the phone. Last complaint I saw on the web was from 2014. We ordered March, 21 2016 and pens arrived March 31. They seem to have their act together.

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1:26 pm EST

National Pen their products and offers aren't for free

I got the offer from National Pen Company. These guys offered me some free items and told that it was only for testing, so they would take money for the shipping or products. However, it wasn’t truth and they charged me for $35 after I agreed to their free products. After 4 weeks they have sent me another bill for $35 and they stated that it was some late payment. What is it? I really don’t know for what they have charged me all the time.

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10:31 am EST
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National Pen scam

"WARNING: DO NOT USE THIS COMPANY! They are a bait and switch service. On November 18, I ordered what I thought were high quality ice scrapers for my real estate business. Two weeks went by and I called and was told they were in processing. Another two weeks went by and I was told they would check on the order and return my call. No one returned my call. THEN, YESTERDAY, 10 DAYS BEFORE THE HOLIDAY MY ICE SCRAPERS COME. THIS COMPANY SUBSTITUTED A 10" HEAVY ICE SCRAPER FOR A 6" PIECE OF GARBAGE! They were so cheap and flimsy I thought I would faint. When I called the company they said and I quote "we ran out of what you ordered and substituted these". No phone call, no questions asked, nothing. I spoke to quite a few people who simply apologized and offered to have them picked up. I ordered these a month ago. Any reputable company would call the client and explain the situation in time for me to order something else for my clients. But NO, they just sent me garbage and expected I would keep them. I have called Dave Thompson the CEO and left a message but of course I received no return call. As I said before, if you want quality product you need to go elsewhere. This company is not reputable and should feel the brunt of their poor decisions. "

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Kathy Pratko Laytos
, US
Apr 08, 2016 9:37 am EDT

I am not 100% sure, but I ordered 50 pens from them online. Now I get a call from my credit card company with other charges that I have not made online. I rarely use my credit card, only around the holidays. Since I ordered these pens, I have 5 charges on my credit card that I did not make. The credit card company had to cancel my account and are issuing me a new credit card. These charges were made in the last 2 weeks. Coincidence...I am not sure about that.

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billrhines
Worcester, US
Jun 26, 2009 2:34 pm EDT

This is the worst company I have ever dealt with. They delivered our pens late. When they came there wasn't enough ink to write two sentences. They agreed to refund our money but have since never paid despite dozens of calls. Instead their collections department is calling everyday even though we stupidly paid already. Don't use them ever.

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9:31 am EDT
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National Pen sends pens without orders

DO NOT EVER ORDER FROM THESE GUYS! I ordered pens...got them...and then a few weeks later got ANOTHER, different box of pens. I NEVER ordered more pens...I NEVER received a confirmation saying I ordered more pens. All I got was an email telling me they were on the way.

These guys obviously think that once they have your credit card they can just keep dinging it whenever they want. I am reporting them to every service I can find in order to help others from being screwed.

DO NOT DO BUSINESS EVEN ONCE with these guys! You will regret it!

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SCChicago
, US
Jul 07, 2016 5:13 pm EDT

The same thing happened to me - pens delivered that I had not realized had been "ordered." I mocked up something and went through the steps to get a final price including set up, shipping, taxes, and any discounts. Seeing that the actual price was more than double what was advertised, I closed out of the site. Without any credit card information or final approval, National Pen went ahead, produced and sent the product with an INVOICE based on the information they had apparently purchased from a 3rd party seller combined with whatever they gleaned from my internet visit. . In my case I had signed up for raffles/prizes at a trade show and ended up with a sample pen and coupon saying I could get 50 inscribed pens for $19.00. Just through checking that out on their website, I ended up with 50 pens I don't really need and a $56. bill. They even claim I set up an "account" with them. Customer service reduced the fee by $15 but would not allow the pens to be returned. Looking on line, I see that many people have problems with National Pen. Be careful!

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DacraComp
Des Plaines, US
Oct 09, 2009 4:21 pm EDT

They sent a sample which does not work. Have tried to help them out by contacting them with this information - by email (undeliverable when sent to their posted customer service email), by phone (either get endless music or they hang up on me), by chat (no answer). Will never order from them again.

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Angela Semerjiants
KIRKLAND, US
Apr 19, 2012 6:16 pm EDT

This company not reliable.I am still waiting for my order that was placed on March 12, 2012. I sent them an email asking about my order, respond was that they were out of something, and my order will be in progress now.Honestly I don't know if they can be trusted? I am not sure if I ever will get my order. Do not order anything from this company.YOU WILL REGRET IT BIG TIME. I ALREADY DID.

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1:31 pm EDT
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National Pen scam

I will never again use National Pen for my promotional give-away items. I have had 2 major problems with them - the first was several years ago when they sent me pens with an incorrect email address on them. When I called, they told me that was the email I told them to put on the pens (I ordered from the internet). When I told them no it was wrong they told me that I would have to prove it. I sent them a copy of the screen I printed before the order with the correct email address. I never heard back from them, and unfortunately did not follow up on it.

Figuring it was a one time mistake, I ordered a few more times from them with no problems. Then on my last order, I received 1, 000 pens which were pretty much useless. About 90% of them would not write more than a few words before quitting! My assistant discussed this problem with them (about a half dozen phone calls, and 2 letters), and they refused to refund me or give me a credit. I sent them a sample of the pens, of which none of them worked, and they claim they worked fine! They gave me a $20 credit off my next order. Of course I will not use that credit nor have anything to do with this company any more. Outrageous treatment I got, and they claim on their website "All of our products are 100% guaranteed to be free of defects and produced to your order specification. If your purchase isn't satisfactory, you may call Customer Care to arrange to return the unused portion, anytime within one year, for a prompt and courteous refund. Our tried and true guarantee is that you never risk a penny with National Pen!"

I am going to use 4imprint.com from now one. A colleague recently ordered from them, and didn't like the way the numbers looked - they let her keep the pens, and replaced them with upgraded pens!

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David Galleano
Madera, US
Mar 11, 2021 4:23 pm EST

I placed a small orders of Pens from National Pen Co. LLC. The order was small as I wanted to see an actual sample and be able to "test it out" before placing a larger order. In the following 10 days after arrival, they have been received well by everyone who has received or used one. I have no complaints about the product at all. It's sad that I won't place a larger order with this company again, the reason being as follows...

The order and invoice arrived February 24-27 in 2021, I'm not positive about the arrival date as I was not back in town until the 28th. I wrote a check (# ---- 1530) and mailed it to national Pen Co. on March 1st, the first day the mail ran after I received the invoice and pens. On 3/11/21 I received a call about an open invoice in the amount of $68.67 and did I want to settle it today. I was quite irritated as I knew that I had written a check to pay for them and mailed it out on the 1st.

The more I thought about it, the more upset I got, that less than 13 days since receiving them, they were asking for money, which by the way I had already sent. A supervisor from some collection company in the Caribbean was supposed to call me back. It hasn't happened as of this writing. I called a reorder number from the invoice, a customers service number, and left a voice mail with the listed President. The message was all the same, you can't insult this customer and keep him. That I would never order from National Pen Again! And lastly, that they needed to get rid of their "collections" in the Caribbean.

David Galleano
Madera California

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Anila Iqbal
, US
Mar 05, 2019 9:09 pm EST
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Wow I will never use National Pens again. I ordered online pens and nail cutters for giveaway items for a conference we are going to and Paid RUSH delivery . They sent the pens (Which was the first item on the order) but the Nail cutters ( which was the second item on the same order of paid RUSH delivery )were sent out for production a day before they were scheduled to arrive at my door step . I am however Thankful that the gal let me cancel the order of Nail cutters She said the nail cutters would not arrive till Friday which is the last day of our conference but what good is that, I needed a promotional item for the conference and now its too late.
It was an item on their website that was a RUSH 24 hour item, available and in stock.
I will not be using National pens for any of our promotional items ever again! 4 Imprints has great customer service, always gets my items where they need to be on time and also corrects (at their cost) if any mistakes are made by them! Thanks for nothing National pens!

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2:50 pm EDT
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National Pen incorrect order

Ordered letter openers with my company logo... Received letter openers with no logo. They charged me a set up fee for the logo but stated that I didn't order a logo. They knew I did because they charged the set up fee for it! I was told not to send them back as they will not refund me without an approval. They were to return my call within 24 hours... It has been 2 weeks and I cannot get any responses. I am stuck with $160.00 worth of plain letter openers...

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2:17 pm EDT
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National Pen demanding payment for order not received

We ordered pens from National Pen Company and I proofed the information on the pen. I did not proof the ship to address because we have been ordering from them for about 5 years and they always delivered to the correct address. The pens were delivered to an address we haven't used in 5 years and a signature was not required so they were left at a vacant condo. We never rec'd our order and they are insisting that we pay for an order we did not receive. I have no proof that they were ever truly delivered.

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9:48 am EDT

National Pen Never ordered product but got billed for it

I received this past due bill on a product I never ordered. They state that I received this product and I owe$74.88. Plus a 10.00 late charge. My name was printed on statement "Beth" and I don't use that name so I know that this is a scam. I certainly would have contacted them if I ordered a bunch of pens.

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10:53 am EDT

National Pen not reliable!

DO NOT BELIEVE THEM! There is no way that they will ever meet a deadline. The information on their website about 7 days is wrong. I placed an order online ant it took them 5 days just to look at it. I had to call customer service twice before they told me it could be at least 3 weeks.

If you can find another company to use - do it!

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Donna Day
,
May 23, 2008 6:56 pm EDT

This company doesn't give a s*it about its customers. It is impossible to get an order that is correct with these immbosiles. So far, they have messed up my order 3 times. They kept charing me for a logo on the pens i ordered which were not even there. I told them I wanted the logos on the pens, and when they came, there was no logos but they charged me for them! for the 3rd time!
AVOID AND RUN FOR YOUR LIFE AWAY FROM THIS COMPANY. Most of the employees are true hill billy idiots with no education and are lazy as f*ck.

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12:00 am EDT
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National Pen this company is a classic scam!

National Pen Company is a promotional gift company. On the literature they sent us and on their Website, www.pens.com, it clearly mentions that 2008 calendars will ship within 7 days or less. We placed an order with them on August 27, 2007 for a promotional event schedules for Sept 18, thinking we have plenty of time. After a week of multiple phone call and assurances that order is fine finally on Sept 4, 8 days after the order was placed here is what they mentioned:

The 7 days promise is actually for 7 days after completion of production Your order was lost but even if we correct it today it will take 2-3 weeks to ship in transit time from Tennessee to California is 2 weeks So you should see your order by end of Sept. (5 weeks after order was placed).

This company is a classic SCAM. We are now scrambling to find someone to produce the calendars we need by Sept 18. Please don't put your promotional needs in the hand of fly by night companies like National Pen.

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RainShines
, US
Dec 13, 2018 5:01 pm EST

The pens we received are great. However, when we went to pay for them, we realized this company is run by either complete incompetents or crooks. Ordered online, tried to pay online: no dice. Called to get an invoice. Got emails and snail mail bills for different amounts. I paid the bill that was closest to reality by check because I didn't trust them with my credit card #. After the check cleared, calls kept coming in for the exact amount of the cleared check. Guess these folks don't want repeat business ... we would have been good, repeat customers. Instead, we go here for our promotional needs. https://www.promotique.com/

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Dustin N Stacey Woods
, US
Dec 11, 2018 1:16 pm EST

I just got off the phone with customer service, and now I see why there are so many 1 star reviews. My order came yesterday (or I thought was our order) only to open the box and it belongs to another company. I called to seek a resolution and was told they could not reach the customer that it should have went to in order to see if they have our pens. They called back today to tell me that the order would have to be processed as a "redo" and would take 7-10 business days, and they could include overnight air free. GEE what a bargain free shipping for an order that could be 3-4 weeks behind what I expected. I asked is there any way to rush it and give me a definite date because that would determine whether I would like to cancel or not. Christmas would be over then and the need would no longer exist. HORRIBLE customer service and lack of concern from the lady on the other end.

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MEEM38
, US
Oct 16, 2018 3:49 pm EDT
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I wish I had read the reviews before I placed my order on September 26th, 2018. On October 2nd, I wrote an email to customercare@pens.com because I had not heard anything from anyone about my order. When after a few days I did not receive a response to my email, I called. A woman told me I should receive my order by October 11th. On October 8th I finally received the reply to my email stating, "The order was released to production on 10/1. Standard production time on this product is 10-15 business days. Please allow time for shipping". October 11th came and went - but having already learned i would not be receiving the order on that day, I was only mildly annoyed. I called again today. I did not know it would take such a ridiculously long time to get my order. The woman on the phone reiterated that the order went into production on October 1st, but that I probably wouldn't receive it until around November 1st. Are you kidding me? Order placed September 26th with an estimated delivery date of November 1st? Would you do business with a company like this? Now, after waiting 20 days, I'm told I will have to wait 16 more? NEVER DO BUSINESS WITH THIS COMPANY!

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Julie Nielssen
, US
Sep 12, 2018 6:07 pm EDT

I DO NOT RECOMMEND THIS COMPANY. I received an advertisement for discounted pens in the mail and decided to check it out. I started completing the online form but stopped when it came time to provide credit card information. I wanted to think about it a little longer before ordering. I changed my mind the next day and closed the window with the partially completed order form. Unbeknownst to me, the company filled my order and sent it to me. When I received it, I found an invoice for payment due for twice the amount indicated on their site. I immediately called National Pen and told them of the error and said I'd be happy to return the pens. I spoke to two representatives and a manager. They all told me the same thing, that the order was valid and I owed them the money. No refund or discount would be offered even if I returned the pens. During the times between these phone calls, I decided to check the reputability of this company and found many people experienced something similar. It looks like this company operates underhandedly and has low business ethics. Not only did I receive this order that I did not want, the information was incorrect on the pens. I tried offering several resolutions but was turned down on all. They refused to work with me. At this point, the ONLY resolution I will accept is a voided invoice

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nfrep
, US
Mar 31, 2018 11:23 pm EDT
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Just a summary:

Jan 28, order lost because they stated they didnt have the pens they prominently advertise online and bait/switch you to buy another product.
Feb 20, after complaint they EXPEDITE an order that still wasn't shipped for an additional 2 weeks.

Received order and it was WRONG. They stated it was my fault they misspelled the company name.

Company sent canned response to all inquiries sent, then after a negative review stated to send contact information. The next day they call to collect payment with no mention of how horrible their service is. Of course they state we have opened a "ticket" to investigate, surely to drag it along and cause a late fee and possible ding to my credit. Lesson Learned, they are not flexible and do not care about customers. They bait and switch you and it will end up costing you much more than you bargained for. BUYER BEWARE, go elsewhere and DO NOT do business with these folks.

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AdeRoberts
, US
Mar 08, 2017 2:59 pm EST

National Pen is a fraud, I don't even know why i came back to order from them. They never deliver on time and never let you know upfront that items are out of stock. Never again! Order at your own risk...!

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highwaypirate
Shelbyville, US
May 21, 2009 10:43 pm EDT

This company is a complete and total ripoff for anyone wanting quality advertising products at a fair price. They have prices in their ads then during checkout the "set up" fees and highly inflated shipping costs crop up.
I ordered some pens and magnets on the 9th of May. In that order, the set up fees and shipping added up to over $60.00. (2 small boxes).
I received an email from the company before I had received my merchandise. The email stated they would waive the set up fees and include $5.00 shipping for all orders.
I called their "customer service" to ask if I could be included in that special. The rude lady on the phone told me that they could not give me that special pricing because my order had already been processed.
So much for their claims that they will do what is necessary to make the customer satisfied.
National Pen Company should be avoided!

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Technifor
, GB
Oct 05, 2016 2:29 am EDT
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I was sent a stylus pen as a sample.
I called their call centre several times to ask if what I was ordereing was the same as the samples.
No it was not. They sent me totally different to what I asked for and when complaining they will tell you its your fault.
Cowboy company with scam ideas listened to the other complaints They will RIP YOU OFF just to penny pinch
listened to the other complaints
Word of warning. DO NOT BUY FROM THEM!

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mwithey
Anchorage, US
Sep 09, 2014 11:17 pm EDT
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They offer GREAT $$ off and free setup and free shipping for new cus, but after setting up a pen u want and then order it they add Setup cost plus shipping.
I still ordered and then they I could get 100 pens for $49.00 and when u get ready to Order thay Add setup free $15.95 and shipping free Watch OUT
They are nice pen's but dont lie to me and then add 2 more charges to to the order.

Watch the $$ chg

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abe bulb
Brooklyn, US
May 13, 2014 3:43 pm EDT
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i bought 500 pens from them a couple of years ago we moved offices and misplaced the box they were in
Just found the box and about 100 pens wont write i called the manufacture explained the situation & she told me there is nothing she
could do except place another order DOES SHE THINK IM SOME KIND OF SHMUCK does she think i have ink on my face
all i asked for was replacement blue ink the pens are brand new
we gave out a bunch of pens we received phone calls saying (WOW GREAT ADVERTISMENT HOW COME YOUR GIVING WAY DEFECTIVE PENS) are you to CHEAP to spend a couple of extra pennies and get some that write
i wanted to climb into a hole i was so embarrassed
abe 1-877 abe bulb

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Use this comments board to leave complaints and reviews about National Pen. Discuss the issues you have had with National Pen and work with their customer service team to find a resolution.