Pen Sense Reviews 9

Last Friday I ordered a Montblanc 149 with a fine nib which arrived promptly the next day. Unfortunately the pen has issues with skipping so I have returned it to Pen Sense.

When speaking with Josh on the phone he was very apologetic and agreed to refund the cost of returning the pen. He is waiting to hear from Montblanc about availability of a replacement or whether they will need to issue a refund instead.

As frustrating as it is to spend so much on what is supposed to be a luxury fountain pen only for it to not write well out of the box, that is the fault of Montblanc. Pen Sense service is as good as can be expected given their ability to resolve the issue swiftly is entirely dependent on the manufacturer.

It would be nice if they could offer return labels rather than requiring the customer to pay for postage and wait for the cost of postage to be refunded, but that's not uncommon with a small business like this. Its a small trade-off to have helpful and knowledgeable staff helping resolve the issue.

--- UPDATE 1

Bruce Wheeler, the company owner has been on the phone. Like Josh he has been super-helpful and doing his best to keep me up to date on what's happening and offering me options on how to proceed. After-sales support doesn't get much better than this.

--- UPDATE 2

This is now my go-to place to supply my fountain pen collection. Even if I'm looking for an item they don't carry I'll ask Bruce first and see if he's able to order it in. Sure, that might take a little longer than buying from one of the big retailers, but its worth it to have such excellent customer service that will help me if there's ever an issue.

Josh. He helped me find pen. Helped me with discount. Oversaw engraving. And I got pen so quickly and love it. Thank you. Fault less services Thank you do much Josh. You were heaven sent

Excellent speedy initial communication with Tracey, offering excellent advice. Product ordered, parcel arrived well inside the anticipated delivery date and was really well packaged. Cannot fault them, excellent service, excellent prices, excellent all round. Thank you.

I ordered 3 (colorful) Lamy ballpoint pens and two refills online and all well so far. The price was good and I felt confident I would get what I ordered.
A few days later a dark grey Lamy pen arrived plus one refill. I telephoned the company and spoke to N**** who told me I should return the package and the company would refund the postage. I was told to get a proof of postage and take a screenshot of it and email it to them. I was reluctant to do this as the post office means a car journey for me. It also sounded quite frankly, a lot of effort. I would have preferred to have been sent a return label.
I was told that unless the item was returned the company would not send out my original order. I felt very annoyed about this but did as I was told and got the address from online and I believe I labelled the package correctly. I certainly remember writing Wheeler’s Luxury Gifts, because it was such an unusual company name. I just managed to get to the post office before they closed. On returning home I emailed screenshots of the proof of posting as required. Later I got a reply from N**** to say that I had put the wrong postcode on the package and could I go back to the post office and get it put right. When I looked carefully at the proof of postage I noticed that the post office employee had written the postcode half wrong. What I couldn’t say was if it was my mistake or hers because stupidly I did not take a photo of the parcel which I should have done!
I said I couldn’t go back to the post office again as the package had gone, but please now could I have my order shipped out and a refund. At this Point N**** became convinced that their parcel would never reach them and claimed, entirely without being able to know, that I hadn’t even written the company name on the package. I really felt upset to be blamed for faults in returning an item I didn’t order and didn’t want, having gone to a lot of trouble to return it as best I could.
The end result is that I have been refunded my original order plus the postage for the return package. I really feel that all the passive aggressive upset was totally uncalled for. I am 76 and do not appreciate being treated like this. Although I got my money back there is still a sour taste in my mouth. All I wanted was three pens and two refills.

I bought a Montblanc pen from Pen Sense in 2020. When it developed a fault recently, Pen Sense provided outstanding customer service in terms of getting it fixed. Forwarded it to Germany for me and kept me informed throughout. I would use them again and recommend them.

Very impressed with the service and delivery of the pen. Would definitely recommend this company.

Genuinely fantastic service and delivery. I ordered a pen for my boyfriend for Valentine’s Day. I was worried I wasn’t going to get it on time so using the online chat I asked them if I would get it in time with an added engraving. They asked for my name and said they’d look out for my order. That day I got an email from DPD that my order has gone out and will arrive the next day. Absolutely fantastic!!!!!

The ink arrived in a timely manner. Their automated email updates were good. Shipping was a little on the slow side, but these are covid times after all.

Prices were good.

My only gripe is the ignorant use of bubble wrap where an environment friendly padding would have been more than enough.

C'mon guys, other than that your a great shop and I keep returning.

This company sells some beautiful pens. The ST Dupont ballpoint I ordered was delivered in less than 24 hours. Packaging was excellent and staff could not have been more helpful. Pricing is competitive too. Highly recommended.