Name: thepencompany.com
Telephone: 000000000
Rating: 4.2

JB74 Guest

Excellent Service

I have been shopping at The Pen Company for well over a decade. Every time I order I marvel at the simplicity, efficiency and speed of the service. I often feel that the service is on a par with what royalty probably receive when they shop. Even when there have been queries the responses have been polite, resolution focussed and the epitome of good customer care. Their engraving is beautifully done.Many significantly larger organisations could learn a lot from The Pen Company. I am very pleased to rate them five stars.

Date of experience: May 30, 2022

TheFrip29 Guest

4 years ago

Excellent customer service for my first purchase

This was my first experience dealing with The Pen Company and I was very happy with their service. I purchased a Diplomat Fountain Pen (F), which they had to order in. The whole process took no more than a week from start to end. When the item arrived, it was immaculately packaged. It was wrapped and protected extremely well. The way that the cardboard box was taped ensured that even if it was pouring with rain, all of the gaps were fully covered with tape. As I am fairly new to fountain pens, I did not realise that the item I ordered was a very broad, large pen. The fountain pens I had purchased up until then were the Sheaffer 100 and the LAMY Studio. These are no different in size to a typical ballpoint or rollerball pen. But the Diplomat was simply huge by comparison and I knew it wasn't right for me. On top of that, the moment I took the cap off and saw the size of the nib, it was so huge I immediately realised there was no way I could use this thing. This was the first time I learnt about something called a Size 6 nib! So I immediately put the item back into the box and sent an email requesting to return it. The returns process was very straightforward. I was given an address and instructions on how to send it back. They said they'd be happy to exchange it for anything else if I wanted to. Although I wanted another pen, I simply refused because I did not want to order any other pens until I knew for sure what size the pen itself and the nib would be. I really hate returning things and I did not want to mess them around. I did need a new bottle of ink, so I asked if they could send me a bottle of Diamine Onyx Black which arrived in the post today. It was also immaculately packaged and just as well because the cardboard box was completely battered in one of the corners. Now I understand why companies like this package items with plenty of padding and cardboard tissue paper inside to protect the contents.In summary, I would advise Fountain pen newbies like me to do MUCH MORE research into the size of the pens and nibs you buy in future. Look up photos and YouTube videos of people who have done size comparisons to other pens on their channels or blogs. The Pen Company informed me that the product images they use on their website (along with most online retailers) are provided by the manufacturers. Therefore, they do not use other pens in their official photos for the sake of comparison. Overall, The Pen Company's customer service was top notch and I would not hesitate to buy from them again. They were extremely helpful at every step of the way and it was simply unfortunate I had to return the item due to my lack of product knowledge.