Problem With Jetpens.com

[Archman66]

I was patiently waiting for my pen to arrive, tracking the shipment and finally called the post office. Evidently the label jetpens put on the box only listed half of the address that I gave them. Evidently free shipping means they don't ship it correctly.

 

And guess what? No phone number to call jetpens.com, just an e-mail address that can take up to three busness days for a reply.

[Pentulant]

Sorry you had a bad experience with them. Hopefully, they will get you fixed up quickly.

 

While I know this isn't what you want to hear - mistakes like this do happen and I feel strongly that retailers should be given the opportunity to correct any errors.

 

I've bought many times from JetPens (no affiliations and perhaps could even loosely be considered a competitor) and have had nothing but positive experiences.

 

I hope this gets worked out for you.

[Koyote]

Mistakes happen. It is certainly premature to post "Do not do business with Jetpens" before even giving them a chance to correct the error.

 

Also, you have posted this to the wrong forum. If you want to discuss a seller, post to the Market Watch forum.

Edited April 7, 2014 by Koyote

[Archman66]

Perhaps I wouldn't if I could call them and work this out.

[swanjun]

I've bought many times from JetPens and have had nothing but positive experiences.

 

I hope this gets worked out for you.

 

+1 on both counts

[Fabienne]

Agreed, Jetpens has been great for me. First, you said that you called the Post Office? Do they know where your package is? They must know something because you intimated that the package only had half of your address on it (!). So, you might think there was more to the package whereabouts than not. Did you get a tracking number from jetpens where you can go to www.usps.com and find out where it was last seen? The Post Office has been great for me, I bet they can work their magic for you, too. Jetpens does have a 'track my order' area in the Contact Us section, too.

[Koyote]

Perhaps I wouldn't if I could call them and work this out.

 

So don't give them a chance to respond via email and just flame away.

 

That is not reasonable.

[chad.trent]

Like others I have had nothing but good experiences with Jet Pens.

 

After about 10 seconds of searching on google I did find their phone number though: http://www.bbb.org/sanjose/business-reviews/internet-services/jetpenscom-in-san-jose-ca-239067

[alkman]

Jetpens is very diligent in fixing any issue, and they respond quickly to customer service issues.

 

Also, I hardly think one bad experience really warrants such a dire warning; especially when you haven't given the company a chance to rectify its mistake.

[Archman66]

Got the tracking number from jetpens.com. Called USPS, because they've shown it out for delivery for 2 days. USPS read back the address THEY had, and it was incomplete. Two lines that I entered were missing including the street address and the c/o company name. No phone number to call jetpens.com. Tried the phone number listed at the Better Business Bureau's website for jetpens, and it goes directly to voicemail with a standard greeting like you would get for a mobile phone that hasn't been set up. It's hard for a company to PROMPTLY correct a mistake if there is no means to communicate with them PROMPTLY. In the future, I will always check an online merchants website for a contact phone number and will not do business with them if they neglect to include one.

[discopig]

I've had nothing but great experience with jetpens.

[Kataphract]

From their website:

 

Do you have a phone number I can call?
The easiest and most efficient way to contact us would be to use our Contact Us form. You can use that form to leave your number with a convenient window to call. The JetPens Customer Service Email Team answers your emails Monday through Friday from 10 am - 5 pm PST, excluding recognized holidays, but you are welcome to email us any time.

 

Not having a number to call directly is annoying and that is certainly a consideration in doing business with anyone. In the case of anything I order from JetPens, I don't consider the need for instant update on problems a problem, and can go with the reduced cost on manning phones to get a reduced price on the goods. And that's what this is - they don't want to be tied to answering phones. They'll call you if there is a problem, but yes, you have to wait until someone actually reads the message. But honestly, I have found them to be a pretty good company to deal with.

[PeppWaves03]

Have you tried contacting them via twitter? You are using an online retailer and with that one should expect to use online resources to contact the retailer. I have also used jet pens.com for numerous orders and can say I have never had any issues. I would venture to say they use an automated system to print shipping labels based on information YOU provide. I bet when you filled out the shipping information you messed up.

[TheGreatRoe]

I have edited the title of this topic. I feel the new topic title better represents the subject of the thread, but also avoids the reactionary, inflammatory naming-and-shaming that was present in the original title.

[Archman66]

Yes, I used the contact us link on their site and was politely told that they will respond in 1-3 business days. By that time, the package will be returned to sender causing further delays. It's poor business practice not to allow customers immediate contact via telephone.

[kiavonne]

I have heard little negative of Jet Pens, and lots of good things. So I won't call them into question. I actually was going to use them yesterday, had a cart up all ready to hit "purchase," when I found the item I wanted for $100 less elsewhere. The tradeoff, I wait 3 weeks instead of 3 days. A year ago, I'd have just bought from Jet Pens, but now that I have to count every penny, well, $100 buys enough food for the dog and me for 2 weeks. That said, I do visit Jet Pens now and again to see what they have that others may not. However...

 

Generally, there are three things I want for contact information when dealing with businesses, small or large:

 

Physical mailing address. For those instances there needs to be formal correspondence or returns (usually at my expense, of course) - and when verifying a business is valid. Yes, there are phishing businesses increasing in number, and if I've never heard of them before, yes, I'm going to check them out, first.

 

Valid telephone number. I'll even dial it on my dime, as long as I can call if there is a problem. I don't resort to telephone numbers "just because," I use it for the business transactions and possible problems. I don't want to leave a message, usually. Unless I've done business with "them" before, making me leave a message is another way of saying - "we don't care and the beep is just for the illusion," as I have left my share of unreturned messages. I don't want a "press this key now" recorded loop. Increasingly in these times, these have become real loop arounds right back to where one started, and in a few cases - "Thank you for calling, goodbye," or a straight disconnect. Really? It is a real put off, no matter if a retail business or a doctor's office.

 

Secure email contact form, with the business email address visible. Am I paranoid? Maybe. But my name, address, email, phone - all those things "they" want on "their" contact form - are considered to be privacy data (I know, I worked with privacy data for nearly 30 years) and if you want my data, you need to have your online forms in a secure format. If not, I can't use your business. Internet data theft is nasty enough as it is, and I try to keep from sending anything over an unsecure format. Have I never been snagged in some way? No, I'm not perfect, either, but I always go to extremes to correct my errors as quickly as I can.

 

Oh, and this means I will not contact a business via Twitter, Facebook, or any other "social media," either. Google has really become uppity about forcing you to sign in with a google account, too, if they are in any way associated with some media. I don't appreciate this approach, and it is making me look for other avenues to get done what I want to get done. It's a real good way to make me exercise my right for free will and choice. But, that's another rant all together.

 

I understand businesses need to protect themselves, and I know that some small businesses just cannot answer every general question, every email of general inquiry that may not even pertain to what they offer, but they need to protect their customers, too. It will add to their reputation, at least with me. That personal note from Todd at ISellPens, the lollipop from the Goulets, the live voice at the other end of the line from these folks and places like Classic Fountain Pens/John Mottishaw, and even having been accommodated no less than twice by Nathan Tardif while he was mixing ink... these are the things that will keep me coming back in addition to the established reputations. I know I can contact them.

[grahamtillotson]

I've had nothing but outstanding service from JetPens. Shipping is insanely fast and returns have been easy to process. Sorry you had trouble.

 

Graham

[kernando]

That's weird that the post office sent something out with just a ZIP and no street. The postmaster deserves to hear about that one, though you'd probably find it easier to use the form on the website, than calling the 800 number.

 

As part of my only Jetpens order, I ordered two bottles of a white ink. One was much more off white than the other. They weren't smart enough to just send me another before I send the off one back, or work it as an exchange with me sending it back first. They authorized return label and a refund, but then I would have to order another one, and they weren't going to be smart enough to check to compare colors. And I would've had to pay the shipping on a sub-$25 total. It all made no sense. They clung to being set in their ways, so much so as to not simply do the easier thing to make things good. They even got forwarded an email from the maker saying it was all variation, which may be true but still not helpful. So I sent it back and settled for the one good bottle, without ordering more or anything else.

 

They are from Stanford.

[ethernautrix]

I'm another satisfied customer of JetPens. My orders always came swiftly and completely; no problems.

 

Sorry to hear about your bad experience. I hope JetPens contacts you before the package is sent back to them.

[Archman66]

Nope. It was already sent back. USPS confirmed that. Hoped I could just hold at the post office for pick up. But no. Jet pens did get back to me and issued a refund. Or so they say. We'll see if the refund posts promptly. I did notice that my order would not have been any more expensive from Goulet Pens even with paying for shipping since the pen I ordered was only $0.50 more but the other items in the order were cheaper (converter, ink). And they at last have a phone! Still, I'd have to wait for it to be shipped, and I've waited long enough. So off the the real world store...