Websters Pen Shop websterspenshop.co.uk

Completely taken aback by the shockingly bad customer service from this company who I had previously thought reputable. Purchased a pen from them via Amazon marketplace which was faulty, so I returned it to them requesting a refund. However their attitude from the start was defensive, stating before even receiving and inspecting it that I must have dropped the pen. They then went on to deny having supplied me with the pen (!) seeming to imply that I was trying to commit some kind of fraud - outrageous! My letter of complaint was ignored and I did not even get the courtesy of a reply. Avoid this company.

I would like to praise Amazon who were very supportive and refunded me when Websters failed to do so. However my issue is not about the money involved, it is with the contemptuous way Websters treat their customers.

I purchased two Lamy pens from the store at full price which was fine as I trusted that Websters have great customer service. When I later did a google search to see if any other colours were available I found that they are sellers through Amazon and sell the same pens significantly cheaper. No problem I thought - I'll either return them and re-order or ask them to refund the difference. This is when I found out that they don't offer refunds in store - only online. This wasn't mentioned upon sale but apparently there is a sign in the store - sorry if I didn't notice! I feel this should be made much clearer as it's very unusual. I spoke to a very unhelpful and slightly condescending man on the phone who seemed to care little about customer service and was told I could do nothing but exchange for a credit note and re-order, but the credit note could not be used online! Needless to say I will not be a customer of theirs any more, which is a shame as I have always made a point of going there rather than buying online. A tip for anyone - check out their Amazon page first, unless you want to feel like you're being ripped off...

I ordered a pen off the website, giving details of the engraving I required. After I had paid, there was no transaction confirmation and I had to telephone to see if my order had been received. I was assured that it had been and a couple of days later the pen arrived. I thought at first that it hadn't been engraved and phoned again. As i was talking to the lady, I happened to turn the pen in the light and there was the faintest engraving! The lady told me that on this type of pen the engraving oftern doesn't show up well! Why advertise engraving and show pictures on the website of legible engraving if this cannot be done to all pens! The lady said she would suggest that this information was addded to their website, but this doesn't help me. I have spent money on a personalised pen that I won't give as a present now, as it is so poor and have to buy a replacement gift.

Have made 2 orders for them. One through their website and one through Amazon. Both times the transaction went smoothly.

Their price was really good for the pens I wanted. The delivery on both occasions was really really quick.

The packaging was adequate protected the items purchased. Maybe they could use a bit more packaging to give items a bit more protection than just a jiffy bag.

I even used there 7 day guarantee when I found one of the pen cheaper elsewhere. They sorted it our with no fuss at all, giving me a small refund on the original price.

They give good prices too.

I would use them again.

Great! would use again!

brought a cross pen for my daughters graduation, the staff were very helpful in helping me identify an appropriate model for my budget and i am incredibly happy with the level of service i received, i would recommend websters on the quality of their customer service to all!

Rude telephone service and Websters Pen Shop don't provide the most competitive prices.

I fully recommend websterspenshop.co.uk. Easy to navigate website. Exceptional amount of products to choose from, a really good selection. Goods arrived as stated within 24 hours of me placing my order.

Will definitely use again. It's nice in this day and age to deal with a family business who has not lost its roots.