Customer service is awful! Ordered pens in mid February which arrived in late April, looked great until I noticed the one that had been in my handbag for 2 days, had a lot of the print scratched and missing.... not a look we'd like to present to clients! Contacted the company to try and sort and there the problems started............ OMG could not understand their sales agents on the phone, asked to be transferred to another person and got berated and told no! Continued to try and sort but ended up giving up after sending an email with a picture of the problem to the email address given........... email bounced back 3 days later ' no such address '. Phoned again, further issues with language, argumentative and difficult staff. Being spoken over, argued with, not listening, will not answer any questions with an actual direct answer.. 101% frustrating and not getting anywhere fast... I have never felt so frustrated on the phone with a business. Hung up, cooled down and tried again............ Different agent, same approach!!!! Repeatedly asked to speak to a manager, was told I was.......... suddenly I wasn't............ Finally got put through and asked if I was now speaking to a manager, yes, and I could understand her. She confirmed the person I spoke with prior was NOT the manager as he falsely stated. She seemed very helpful and empathetic, said she'd get things sorted, asked for more pictures which I sent and she confirmed she had received. A solution will be found..... I stated I was now at the end of the road with the company, require a 100% refund including the $70.00 postage which was charged much to my surprise........ apparently its written in the 'small print' at the end of the offer I responded to. Asked to have the pend picked up and returned to them as of no use to us as they looked worn. Made it clear I would not use them again and would encourage others to really consider their options also based on my experiences. Told I would hear back from her the same day, within the hour.... Yup too go to be true! I called again two days later, was told I couldn't speak to the same person until I had explained to the telephone person who I was and what I was calling about......... Yeah nah............. finally spoke to who I needed to. What happened to my call back, reply to email, refund, update???? "Oh yes, sorry, I should have got back to you.... its been processed.......... blah blah blah......." It hadn't been fully processed it turns out, she'd made no attempt to communicate with me. I' hoping the refund does show up on my account, if not I'll be calling back and start the long winded, pleasant process of trying to get the $400.00 refunded again. Bottom line is that this company is good at marketing, good at selling, BUT does not provide a level of customer service that comes close to what is acceptable. I don't agree that the customer is always right, however, I certainly agree the customer should be heard, helped and communicated with in a respectful manner in a reasonable time frame, be able to speak with someone without having to jump through hoops of fire, not be blatantly lied to and that when someone politely says they cannot understand what is being said that they have the option to speak with another person. I will definitely NOT be doing any business with National Pens again and do not recommend other do.