The Pen Shop Reviews 

I needed a refill for my Fisher Space Pen. The Pen Shop had them on offer at £6.00 each reduced from £7.50 each, so I ordered two. However, when I went to checkout the total came to £15 not £12 plus p&p so I went elsewhere.

I was so pleased to find a company who could repair a cherished pen. Caron has kept me informed at all times. Highly recommended.

I order a pen on 25th November and still not received it. Tried numerous time to contact but to no response. I eventually got email to say they would look into this and get back to me possibly by Monday 12th Dec. I have still not heard anything and have emailed again. I have always used the Pen Shop but will not in the future.

Decided to use the Pen shop online service. Wanted a specific Parker pen and realised they offered an engraving service. I was going to go my normal route of Amazon but decided I would give the high street shop my business albeit online route.
The Pen shop was more expensive than Amazon. It took nearly three weeks to arrive. The worst part though, I’m stuck with a black pen that has chrome trim and gold coloured initials engraved! Despite their advertising stating the engraving colour will match the trim! The aesthetics of the pen look terrible. I have consigned it to the drawer and have learnt a lesson. Don’t use the pen shop in future! My advice is if you’re looking to buy a pen try elsewhere. A lot of good shops and online shops out there that provide a far better service.

Just fantastic customer service. Donna Evans has been amazing she could not have done anymore. Right from the start when I called to purchase a pen for my sons 18th Donna went out of her way to make it all perfect. I cannot thank her enough.

Money taken but order hasn’t ever arrived. Can’t get through to anyone by phone and just two emails back to me saying someone will be in contact.
Really disappointed as a first time customer. I won’t be using the Pen Shop again.

A rather poor customer service from Penshop, from ordering on 2nd December (Friday) to the phone customer service on 5th Dec 2022 (Monday)

Order number is 51230

Your website stated that orders done before 3pm will be shipped on the same day. The order was done before 1 pm on 2nd December at 12:46pm and as of 12:46pm on 5th December (at the time of writing the review), I still have not received my order nor any update regarding the order.

Sent an email on 3rd December (contact-us option) without any reply from penshop (1st email).

So, I ended up calling the telephone number: 01914870033 on 5th December 2022: there was 4 options, where option 1 and 2 was for customer service and head office, but no one picked up. The Trafford branch picked up in the end (not sure why I was forwarded to Trafford branch as I was trying option number 1 repeatedly and option number 2 gave me a dead tone), started saying about how they were unable to help/ there was nowhere I could escalate my concern to at that point in time, and the product I ordered needed to be ordered from Montegrappa. Asked me to write me an email to customer service, which I already did on 3rd December, but seemed like nobody checked that e-mail.

Overall an unhappy experience.

I can understand about the postal strikes, hence I feel that the penshop really needs to update their website/ what would happen if someone ordered some product (apparently, the order that I placed seemed like a rare fountain pen), etc.

And not stating things like on your website:

Royal Mail Special Next Day Delivery Service for orders over £100
Time: Next day
Delivery charge (inc VAT): FREE

or

Orders placed by 3pm on any working day will be processed and despatched the same day.

or mentioning in emails as below:
Shipping: Free Next Day Delivery (Tracked24)

This is very misleading to customers.

Only reason I'm not giving you one star is: I have used penshop in the past and was a happy loyal customer and at least the customer service team replied to my 2nd email enquiry (didn't respond to the first). (the response was: Thank you for your email.
One of our team will get back to you as soon as possible). This was not at all helpful, but at least she was trying.

Looking at the other negative reviews, I noticed that such issues are quite common. (most positive reviews are from customers who buy products from branches directly), I think your fault lies in: technical/ shipping/ lack of website update/ lack of telephone customer service/ and possibly the lack of enthusiasm from the team member who picked up the phone (she was telling me about there's no such product on their branch which I knew already and I wasn't even looking for the Trafford branch. She was the only person who picked up the phone after me trying for 15 minutes).

Also, I would recommend using other courier service (as an option) if you struggle with royal mail. (Most customers would happily pay an extra for quicker delivery)

I would still be using penshop in the future (maybe physically in a branch), but if I need the order a bit urgently via ordering on the website, I would be considering somewhere else, as there is a lack of customer service if you need one urgently.

I hope my review will be looked into by penshop team and also to help other customers about potential delays/ issues when ordering certain products.

So, 4 days after the order was placed and seemed like no one was able to help me so far.

Great service from Donna. Most helpful, thanks

Quick, friendly and helpful. Have sent pens to be serviced via here before and had great service. This time I ordered some leads and my address didn’t auto fill correctly. Mags took the trouble to call and ask for the missing bit so the parcel didn’t get lost and I had it in 24 hours.

Very fast, helpful and friendly email reply to online query.
Unfortunately the item i was after its OOS, but I will definitely be buying from them when it comes back in stock :)

This company has failed to update its website to show that its branch in the Trinity in Leeds has been closed for several months. I wasted time this morning looking for the shop and only learnt of the closure by going to the Trinity Management Services centre.

Went into the Trafford Centre Penshop. Great service from Donna the Manager who always gives great advice when choosing a pen no matter what the price point. Always helpful and polite. I bought a Parker IM pen on offer as well as a Montblanc pen. I have always had excellent aftersales service as well.

What a refreshing experience!! Having been left unsupervised at a keyboard this 75 year old managed to order the wrong size refills BUT the company was very understanding and exchanged them without quibbling. Cannot fault the service and a special mention to Donna for all her patience and support - everything done by return of post!

Purchased pen from pen shop was delivered 6th June 2022. No one was in so sent back to royal mail. Asked for pen to be delivered on 8th June 2022 was not delivered. Asked for pen to be delivered on 12th June 2022 was not delivered. Sent numerous e mails and company can't be bothered to reply. Phone numbers on website not working. Still have not received pen or refund. So will now be looking to take legal action.

Visited The Pen Shop in the Trafford Centre on 25.06.22 to purchase retirement gifts for our MD. Prior to arriving I had a telephone conversation with Donna re Mont Blanc pen & wallet. She was most helpful & informative about the product & personalisation. she went out of her way with customer care. Also, would like to thank Sheena for her help with selecting items & gift wrapping.

The Pen Shop can’t be trusted.
I paid them £75 to replace a clip on a Montblanc pen. They insisted on payment by BACS. The pen was sent to them who in term sent it to Montblanc with clear written instructions to replace the clip. Guess what… the pen was retuned to me and the clip had not been replaced. There has been no offer of a resolution or a refund. Today I have advised The Pen Shop Ltd that in the absence of a remedy I will issue legal proceedings within28 days.

Ordered a Waterman Ballpoint pen in black lacquer with silver trim and paid for engraving. On arrival the engraving was gold and looked wrong. As it was a gift I was not happy.
Phoned Mags in the Glasgow store expecting to have a battle as the item had been personalised. She could not have been more helpful. She explained that the 'gold' engraving was actually brass which was the colour of the pen barrel under the lacquer. She offered to change the pen for one with gold trim at no charge.
Unfortunately DHL did not notify me of a delivery date and attempted to deliver the pen when I was away at a funeral.
A phone call to Donna this time who liaised with the warehouse and DHL and I eventually got my pen.
Excellent service from Donna and Mags. Perhaps the engraving process could be better explained on the website.

Great service all round.
Had problems finding a particular refill for an old Cross pen that did not have a refill and they came up trumps with a superb alternative. Personal service and great communication from Donna at the Trafford centre. Posted out and received next day.

This is a supplier who really puts their customer first. I bought some refills for my Mont Blanc pen and was very disappointed as they leaked over the paper and my pen! I brought this to the attention of The Pen Shop who agreed this must be a rogue batch and sent me a new set straight away. I had not even asked for a replacement. This is also one of the only suppliers I know who are cheaper than Amazon! Fantastic service. Will always order from them.

Very prompt amd knowledgeable response.answered all.my questions

First.class service - thank you, Donna.