I am really not sure what happened here. The order took longer than expected to start with, but given it was the holiday season I can let that slide. But then when the pens arrived all they had was our address. No logo, which I had very carefully uploaded. I logged into their website to attempt to contact them and found my order was still sitting in my cart and correct with logo. Things go wrong I know that, so I was totally willing to work with them on a solution. But once I began my 3 day process of contacting them I determined this is just a very poorly managed company, with absolutely zero customer service. The first time I called the recording said I could enter my number and get a call back, so after 40 minutes on hold, I did that. 5 hours later, no return call. I tried again, this time leaving my number for call back after 10 minutes. Left the office at 5pm and returned at 8 am the next day to find 2 voicemails from them, left at 6am!! I get they open at 7am, but standard rule is to never call before 9am. I called again and stayed on hold until I had to hang up to try and get some work done. In the afternoon, I found an email contact, so I sent an email thinking that may be quicker. I immediately received 2 emails, saying they received my request and would contact me shortly. Never heard from them. Then day 3, still nothing, so I tried several times in the morning with no luck. Finally, this afternoon I somehow got through. The rep did not seem to understand the issue. Then she wanted me to email her all kinds of screen shots of the view of my account on pens.com. So I did. She put me on hold for 20 minutes. When she returned she said this is an issue for a more knowledgable rep and would pass my issue on to her supervisor, who hopefully will resolve the issue today. So, now I wait and see if I hear from them and if they will screw me or fix their mistake. Never again will I order from here. Absolutely ZERO customer service, and that's a pretty big mistake! We are a small startup, so it's not like I can just order from somewhere else, I have to wait for my refund. And if they don't give me one, I will have to give up on it all together!