Austin Knight Construction

[redacted] , Thank you for bringing this matter to our attentionI was able to pull your account and see that two orders were placed days apart from each otherI apologize if you didn't receive the details of the first order that was emailed over to youWe would be more than happy to do 50% off the bill which would reduce to $or if you are not able to use the pens we can send you a prepaid return label to have the pens sent back for a full credit once receivedPlease advise on how you would like to move forward so we can better assist youThank you and have a wonderful day

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

Since this custosmer has made this complaint, National Pen has contacted the customer, and all issues have been resolved internally and explained to the customer

Customer has been refunded The refund was processed on Dec19th

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 did speak with [redacted] and asked that she contact my front desk once the final invoices were put together so we could make a full paymentNo phone calls so far...we will await her call so that a one time credit card payment to close out this account can be made Regards, [redacted]

Hello Mr [redacted] , After looking over the account again I show that the payment has been made and the account is at a zero balanceThe payment shows that it was posted on 12/7/17, please let us know if there is anything further that we can assist you withThank you and have a wonderful day

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 Regards, [redacted] No such person here

Thank you for bringing this to our attentionMs [redacted] placed order [redacted] with us in Septof and the product was delivered in SeptWe do offer a year warranty on all productsWe spoke with Ms [redacted] initially on 6-29-and explained our warranty for our products and offered to give Ms [redacted] 20% off a future orderWe 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*** Our courtesy offer of 35% is more than our courtesy discount when an order is out of dateMs [redacted] should receive her refund check within weeksAgain, thank you for bringing this to our attention

Thank you for your feedback regarding your order and the experience you had when in contact with our Customer Service teamI am truly sorry that the order was not correct to start with, but also for the lack of consideration when you attempted to have it resolvedIt is clear that the free Magnetic Calendars were not sent with your shipment; I apologize that the item was no longer available to have the order completedDue to the fact that the order was missing 1/of the product that was requested, I am happy to have the invoice adjusted by $so you would only be paying for the pieces that were receivedI have had the adjustment made to the invoice, leaving a remaining balance of $This reduced total is now reflected on your account and an updated invoice has been sent through the mailAgain, I appreciate your feedback and hope you will consider continued business with National Pen in the future

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Regards, [redacted]

Thank you for bringing this to our attention I have reviewed the details on this order, and see that the order was entered online for pieces instead of I looked into the case that the email confirmation was not sent, and I see that it was not sent We will have our tech team look into this as every customer should receive a confirmation after an order is placed In the case that the confirmation email was sent, we feel as if the customer would have caught the quantity mistake and we would have been able to catch this before the order was completed and customized Our records indicate that pens were delivered to the customer If are defective, then, that would mean that pens are in working condition and could have been used at the event the customer needed them We are not sure how the customer was short on pens when we sent more than what they intended on receiving We are happy to credit the defective pens from the order, along with of the extra pens This will be a credit of $making the new total

Thank you for your feedback regarding your orderI apologize that the invoice total was higher than quoted online and appreciate you bringing it to our attentionI have researched this and it appears that there was an error in our system which caused this discrepancyAs requested, the invoice has been adjusted and the late fees waivedThe amount to be paid is now the original total of $Please contact us via phone at 800-347-to make payment as our online system will not reflect the removal of the late feeFor each order that is customized, we have an applicable setup charge for the imprint, and all orders will have a delivery fee applied for the shipment costsThough we do include this information on all paper promotions as well as online, I apologize if they were not advertised more clearlyIf ever you would like a quote before proceeding with an order you can reach us directly by phone or chat; we also advertise our shipping fees on our website www.pens.com in the FAQ sectionAgain, I appreciate you letting us know about your experience and hope that you consider using National Pen in the future

[redacted] , We are sorry for the confusion, but we do not have an email Was this sent to customer care or to a person specifically Any information would be helpful in getting this resolved Thank you, National Pen

Thank you Mr [redacted] for reaching out to us regarding your experience with your current order with usI was able to locate your account and show that the pocket planner that you purchased was an item that was listed online in our closeout section and that was marked down to eachI understand your frustration of the order not being fulfilled or offered another item to you at same costDue to the item that you selected we wouldn't be able to price match that with another planner that is similar due to the stock that is left for the year is leather planners and requires a different imprint methodDue to the inconvenience that this has caused you we would be more than happy to send you a 20% credit certificate that you would be able to use on any purchase with our companyAgain we truly apologize the frustration that this has caused

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Thank you for bringing this to our attention We had no record of the box being returned to us, however, we have tracked the package and see that the package was never delivered According to the tracking, it is being returned to National Pen, however, we have not yet received it We will be issuing a refund for this order The customer can contact us at [redacted] if they wish to receive a replacement order Thank you, National Pen

We apologize about the pricing on this order It does appear that the promotion fell off of the order, and the customer was charged full price on the order The invoice has been adjusted to the agreed upon amount of $ Thank you, National Pen Company

We have talked to the customer and we will be sending out an order of complimentary pens as well as giving 15% off of her next order

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. As stated several times previous, I was quoted a price initially and ultimately the price increased after said discount and furthermore customer assistance was anything but. Regards, [redacted]

Thank you for bringin this to our attention Our website should disclose the shipping charges prior to placing the order We apologize if this was not shown during the order process Our records indicate that the package shipped was lbs We will issue the requested credit on this customer's invoice as requested The new total on this customer's invoice is $