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Jetpens.com

Phone: (415) 376-6755

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Customer Complaints Summary

4 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Delivery Issues1
Problems with Product / Service3
Advertising / Sales Issues0
Billing / Collection Issues0
Guarantee / Warranty Issues0
Total Closed Complaints4

Complaint Breakdown by Resolution

Complaint Resolution Log (4)
07/11/2014Problems with Product / Service | Read Complaint Details
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Complaint
Inability to contact business. Lack of contact info on website.
There is not a presence of a phone number or an email address on the jetpens.com website. There is a contact for, but it is not currently working. How does a company expect to conduct business without being able to contact them? No physical address either on the website.

Desired Settlement
I'd simply like to engage the business and discover what pen to purchase to fit my personal needs.

Business Response
We're sorry to hear that you have not been able to reach us. As far as we know, our contact form on our website is functioning properly, but I will forward your concern to our tech team in case there is an error on that page.

Our physical address is listed when you start the returns process on an order, and I can ask our website content team to make it easier to find through our website:

JetPens
**** ******* ****** Suite XXX-XXX
San ***** CA XXXXX

In the meantime, you can use the email address listed on the contact form to send us an email through your own email interface:
*******@jetpens.com

Unfortunately, we do not currently have a call center set up, and are only able to answer customer inquiries via email at this time. We sincerely apologize for any inconvenience.

Please let us know of any questions or concerns you have in an email sent to *******@jetpens.com, and we're happy to help however we can. Thank you for your patience!

Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
I am a consumer. I like nice things. I enjoy making sound purchases. Sometimes, I need help from experienced professionals to find what is the right fit. I find that more time invested early on not only saves time later on, but adds exponential and long lasting enjoyment.

I truly wanted to discuss the purchase of a pen my wife found on your site and I received for my birthday. I would still like to return it but I will be purchasing the next pen from somewhere I can discuss, and find the right choice.

I will try your email address. Did not notice it on the website initially.

06/26/2015Problems with Product / Service | Read Complaint Details
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Complaint
The mechanical pencil colored leads I purchased were unusable in the pencils I had purchased at the same time. The leads are very brittle.
I purchased 2 mechanical pencils and 2 sets of colored leads for those pencils. I returned both the mechanical pencils and colored leads I had purchased because the leads were very brittle, to the point of being unusable. They responded by saying that it was typical of these leads and that I should have read the reviews on their website closer. Unfortunately, I would have expected the company to stand by the products it sells and either return my money or send me leads that weren't so brittle. They then offered to keep the pencils and leads, but only giving me a 50% credit on a future purchase.

Desired Settlement
Either a refund of my money or to send pencils/leads that are of higher quality.

Business Response
This customer ordered products that were functioning normally and not defective. The customer used the products and discovered that they were not to his liking and returned them to us requesting a full refund.

Our return policy does not allow for returns of items that were are not defective and have been used or are not in resalable condition. We offered the customer 50% store credit, which he refused. We sent the items back to the customer at our cost.

For further clarification, the leads the customer did not like are used by many of our customers. However, these leads are not for everyone, as they are not as flexible as many other graphite leads. The lesser flexibility is a compromise some accept for the benefits of a colored led.

Regarding the mechanical pencils, the customer also requested a full refund even though he had use them as well and had no complaints regarding their performance.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, the way that I sent them back to them was the way they were sent to me. First, why should I be forced to pay for lead that breaks so easily? I should be able to bring the lead out of the pencil at least 2 clicks without the lead breaking, which is not the case. Secondly, only one of the pencils was actually used and neither was in any type of retail packaging (only one of the pencils had a barcode, and neither of the leads had a seal) when it came to me, which I thought was odd at the time, but as long as they were unharmed in the shipping process and worked there wasn't a problem. The small box that I sent back to them was what both the leads and the pencils came in. Yes, when I received the pencils/leads, I removed the black lead that comes with the pencils and replaced those leads with the colored leads I purchased. How else would I know the products were defective if they were never used?
Also, the fact that they know this is an issue with these leads, yet continue to see them, is concerning. I received this as a response from them in an email...
"Please note that colored lead does tend to be more brittle than graphite lead, but it is a common characteristic that you can see based on other reviews:
http://www.jetpens.com/Pentel-Stein-Enhanced-Silica-Pencil-Lead-0.5-mm-Red/pd/5939
http://www.jetpens.com/Pentel-Stein-Enhanced-Silica-Pencil-Lead-0.5-mm-Blue/pd/5938 "
So, in other words, they should not be held accountable for selling a poor product just because they have reviews on they're website? I thought all companies stood behind the quality of the products they sell, and if the products don't stand up as well as expected, that they provide the customer with an option that will work, or a full refund.



Final Business Response
The items returned by the customer were tested and found to perform normally.

We offered the customer a choice between a 50% store credit and returning the items to him at our own expense. He accepted our offer to return the items, stating:
"Honestly, my goal in sending the items back was to get the same pencils/ lead in the 0.7mm so that it might keep it from breaking. If you could do that, I'd be greatly appreciative. If not, please send them back to me. Thanks."

Per the customer's own request, we returned the items to him at our own expense.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent the product back at my own expense for the return, so you sending the product back to me is of no consequence. Also, I suggested the 0.7mm as a response to their offer of a 50% store credit. My thinking was that maybe the the thicker lead, if they had it, would not break as easily or would possibly be a better quality product. At this point, I will only accept a refund of the full purchase price, as I now understand that this business has no intention of providing or standing behind the products they sell.

06/23/2014Problems with Product / Service | Read Complaint Details
X

Complaint
Purchased ink advertised to have gold in it, which it does not. They will not answer my inquiries.

Desired Settlement
REP

Business Response
Thank you for your orders at JetPens. I'm very sorry, we have not received any emails from your account in our system, and we apologize if they were not sent through correctly.

Are you referring to the ** ****** 1670 Anniversary Fountain Pen Ink - 50 ml Bottle - Rouge Hematite?

******************************************************************************************************

This ink is not explicitly advertised to have gold in it, though it does contain a small amount of green-gold pigment which can be seen in the lest product photo writing sample:
http://static.jetpens.com/images/a/000/040/XXXXX.JPG

The pigment can collect at the bottom of the ink bottle, so you may need to shake the ink to get the gold pigments evenly dispersed. Also, note that the gold is pretty faint, and may only be visible in heavily saturated areas of writing. For our writing sample, we used a dip pen and cotton swab. The same look may not be visible when using a fountain pen.

We have sent an email through our system regarding this, and please let us know if you have any further questions or concerns.

01/17/2014Delivery Issues | Read Complaint Details
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Complaint
I ordered some items from JetPens on 12/1/2013 via two day shipping. I have yet to recive the items.
I odered the following items from JetPens.com on 12/1/2013:
1 x Rhodia Webnotebook - Black - 5.5" X 8.25" - 96 Sheets - Lined $19.20
3 x Maruman Mnemosyne Special Memo Notepad - A5 (5.8" X 8.3") - 7 mm Rule + Divisions - 24 Lines X 80 Sheets $23.40
1 x Maruman Eco Spiral Notebook -B5 (6.9" X 9.8") - 6 mm Rule - 37 Lines X 30 Sheets - Blue $2.82

On 12/2/2013 I revieved an email with a tracking number notifiying my order had shipped. The tracking number was faulty and registers to an Item that was delivered to Morro Bay, CA. I began attempting to contact the buisness the 12/6/2013. I left both an email and phone messages. The buisness never answers its phone and has not replied to any of my messages. I have doubled checked the adress on my order and it is correct.

Desired Settlement
I would like either my order or a refund.

Business Response
We have responded to this customer multiple times via email with no response. The customer selected Free Standard Shipping for his order, which is advertised on our website as taking 3-7 business days. USPS shows that the order was delivered on December 12th, which is the 7th business day of transit.

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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