Have been a long time loyal customer for 5+ years. We were sent our usual annual shipment of custom pens and this batch was a complete mess. They were all falling apart when we opened the box, and would fall to pieces if you grabbed a handful of them. To add to it, they were all in the wrong ink color that we have never ordered before. We had never had a problem before this and quickly learned how cold and unhelpful their customer service is. First of all no one called us back for weeks. When we finally got in touch with them, it was because they were calling to collect an invoice payment. They ultimately refused to help or address the issue because "it had been past our warranty". This is unacceptable as we cannot use the pens since they are very poorly made and we will be going elsewhere for services.