“I ordered my Mont Blanc refills which after 12 days had not arrived so I emailed customer service only to be told that every postal sorting office is different and the refills would be with me soon.
After 19 days I emailed again asking for a refund. They re-shipped the refills and I had them 2 days later!”
“The refills are not good quality and I cannot write with them properly. It feels very rough and I have to press very hard and hold the pen very upright to get the ink out. Very disaapointed in the producs you have sent me. I have uploaded a video of how the pen writes. The first word is whilst holding the pen verticla which is not how I write. The second word underneath is how I normally hold the pen and would write but it feels very rough ans th eink is not coming out. Please send me another set of cartridges urgently.
Order number: 168102”
Hi Naveed,
Im so sorry the refills you recieved did not work well. We only sell geuine Montblanc refills and it is very rare that we get any back. Of course we can replace the refills for you. If you could send us the original ones back and as soon as they are recieved we will send you a replacement on a next day delivery.
“My order was either cocked up or mixed up & I did not receive a Montblanc pen or pack of refills that I'd ordered. Although I expected questions to find out what may have gone wrong, almost from the start I was made to feel like a thief, which was very upsetting. After a series of calls & emails another pen was sent out. I answered the last question I'd been asked via email & emailed again out of courtesy to confirm that the replacement pen had arrived yet bothe emails were ignored. At best the company cocked the order up & at worst they ignored my last 2 emails & made me feel like a thief! It's not good enough & I won't ever shop there again.”
“Its been 20 days since place my order and it still hasn't arrived. Because its an engraved set, I have to wait 25 days for them to issue me a new set”
“Ordered a pen spent £87 on order, I never received it. Pen shop said it has been delivered. Sent a picture where delivery man said he left it. Why would uou nit get it signed for at such a cost. Doesn't make sense to me. Pen shop just pasted it off. I'm now £87 out off pocket. Definitely would not recommend, awful customer service.”
Good afternoon Collette,
Im very sorry you were not happy with your recent order with us. The reason we do not use a signed service is that most people are out at work during the day when the post comes and therefore we would get a substantial number of unhappy customers not able to receive their order. We use a tracked service for exactly this reason, so customers can see when the order is dispatched and out for delivery. The tracking on your order shows you pen was delivered successfully with the image showing your parcel was left behind a plant pot.
Once again, I am deeply sorry you were not happy with the service received however, your order did make it to your house and left in a safe place.
“my order placed 16 August still has not arrived despite paying 3.60 for postage 20% of the order value!
the first class service has still not arrived after 3 days and no tracking update available.”
Good morning Simon,
I'm very sorry to hear that the order has not made it to you. We made sure it was picked up for delivery the day it came in. It seems, however that Royal Mail have not delivered. Our office is closed today for the bank holiday however first thing tomorrow I will get another one sent out for you.
Many thanks,
Will McClymont
“Bought two lots of ink cartridges for a Mont Blanc pen (as a present). They didn’t package them properly. The boxes were damaged so I couldn’t give them as a present. Contacted them and basically got a “awww shame” email in response. Won’t buy from a retailer that doesn’t value both big and small customers.”
“Purchased a pen for a friend's birthday, but it's been 14 days and I still haven't received the item. Have sent 3 emails asking to cancel the item and be refunded so that I could buy my friend's birthday present, but I still haven't received a refund; they just keep emailing me back telling me "we're looking into it with Royal Mail, and we'll be in touch". It's been 2 weeks. Her birthday is in 2 days. I don't have time now to wait now, and I can't afford to buy her a present. Will never use The Pen Shop's online service again, and would recommend against anybody else doing so”
