The Pen Shop Avis 

I have not received my Pen Items despite paying for them full including Courier Delivery Fees.
Now, I fully understand that courier companies do fail. But I am not being updated about efforts being made to correct the situation.

Sometimes my emails are unanswered for days. And when they are answered, there is no specific timeline to resolution.

If I cannot get my Pens, can I have a full refund please - including the delivery fees.

Thank you

I contacted The Pen Shop regarding clarification on a dispatch and delivery issue. Not only did they respond to me in a very timely manner, but they also gave me a full explanation. I immediately understood The Pen Store wouldn't be at fault if delivery took a little longer and said I'd be happy to give them more time if need be. Which I don't usually do unless I get a sense that whichever company I'm purchasing from has excellent customer service. Sally delivered on everything she said in the email; my pen arrived an hour ago, and I absolutely love it.

The Pen Shop offers a mixed experience. While ordering was straightforward and communication was efficient, the website had issues registering engraving requests. On the upside, customer service is responsive and handles queries well, even arranging a no-cost replacement for a faulty pen. However, improvements to the website are needed to enhance the user experience. Overall, a decent shop with room for improvement.

A personal phone call to clear up some confusion over the order was excellent. Most helpful Customer care from Mandy. Everything sorted most efficiently.
The beautiful engraved pens speak for themselves.

Requested engraving for a gift - despite TWO attempts - the ordering website could NOT register the request.

Useless trash website - not doing your reputation any good.

A very fast and helpful reply to my query - very impressive.

Chose my pen, ordered it, it was simple, easy. Caron has kept me informed at all times.

Very efficient communication and delivery. Delighted with this quality product

Highly recommended.

That would be helpful I can’t find the other pen anywhere since seeing it in a email it’s the Meisterstuck Origin Collection Doue Classique fountain pen just hope I don’t lose the items in my basket while trying to find this one 🤞any help locating the pen is greatly appreciated cheers DP
And thank you for your help Mandy🌹

Excellent customer service.
Very fast response to my query
Would highly recommend to other pen lovers

Very poor service.
I requested using the online system that the pen be engraved. It was only when I asked for verification about this that I was informed that the pen was on its way to me without any engraving and that I would be charged a further £18 to send it back. The gift wrapping could be done to a much better standard and the text note on the tag is not fully legible. I am now going to have to undo the wrapping, get the pen engraved elsewhere and wrap it back again. I will never use the Pen Shop again

Excellent service - received order within 24 hrs. Will definitely use The Pen Shop in the future

I purchased a fountain pen and I wasn't happy with how it wrote. The Pen Shop handled my questions quickly and recommended cleaning which did not improve the situation. They arranged for me to send the pen back and sent out a replacement at no cost to me. I am happy with the replacement and recommend the store for excellent customer service.

I ordered and then heard nothing. No delivery date, no information. I wrote to them and then got a reply saying there is a long delay. An alternative was offered but I said I didn’t like it and could I cancel order. This now days ago and no communication at all. 3 mails have gone unanswered. This is for a birthday and I want to buy a pen elsewhere but want to cancel this order.

I will definitely buy from again.

Elegant design with perfectly smooth and pleasant transaction.

I contacted The Pen Shop through a link on the Faber-Castell website, asking about pen repair. After my third e-mail, after being told twice someone from The Pen Shop would get back to me, they answered that they don’t do pen repair. What a waste of time.

I had a prompt answer to my question (do you still have stores in London?) and, although I'm disappointed by the answer (no), the refund policy should enable me to try a new pen out.

Not a very helpful reply - just a cop out saying they couldn't help because they've never stocked the pens I mentioned! I wanted to know if one particular refill was compatible with another make - which I would have expected them to know.
And they can't spell occasion!!

Sally McClymont was extremely helpful and great. Went the whole 9-yards to make the order a special gift. Thank you!

I contacted the PenShop Customer Service very early in the morning. My problem was rectified successfully before 08:00hrs!
Brilliant!!
Thanks!

Really disappointed with the service from The Penshop.
I ordered a pen for my son from them. Their website does say if you have engraving it will be the colour of the barrel but when ordering a silver pen you would expect the metal to match, and if not potentially warned.
The pen arrived in good time before Christmas but the engraving looked awful due to the colour mismatch and I have asked multiple times if anything can be done.
It has now been 3 weeks and multiple emails but they have now gone silent and are not responding. I have also asked for a call from their CEO who has responded to other disappointed threats on the Trustpilot site.
Complete waste of £120+.

Be warned the refund does not apply to engraved pens.

Be warned - not a great customer experience.