Successories

Thank you, Alice, for your feedback. We’re sorry for the confusion with the tax-exempt status on your order. During checkout, there is a section to submit tax-exempt documentation so our team can verify and apply the exemption before billing. It sounds like that step may not have been completed or clearly understood, and we apologize for the frustration. Of course, we will credit back any taxes due once the exemption is confirmed. Our customer service team will be in touch to help get this corrected promptly.

Thank you for your feedback. We’re glad to hear our team has been responsive, but we’re very sorry the product arrived damaged and that the resolution communication has not met expectations. That is not the experience we want for our customers. After reviewing the order, we confirmed that payment was not captured at the time of shipment, so there are no funds available to refund due to the damage. However, customer service is working to close out the open invoice so that $0.00 is owed. We appreciate your patience while our team finalizes this adjustment.

Thank you, Jodi, for your feedback. We’re sorry to hear this gift did not arrive as expected. The pen cup is one of our best-selling and well-reviewed items, and the dimensions are listed on the product page to help set expectations. That said, the pen case should not have arrived dented, and you should have received the correct pen color selected with your order. We did not have a prior customer service request on file, but we stand by our 100% Satisfaction Guarantee and would have been happy to make this right with a replacement or resolution. Our customer service team will be reaching out to arrange a refund and address the issue.

Thank you, Lori, for your feedback. We’re sorry the personalization was not what you expected. To clarify, the item was laser engraved, which is a modern and widely used engraving method. It is different from traditional rotary engraving, which may be the look you were expecting, but it is still a true engraving process and not printed or taped on. That said, we understand the final appearance did not meet your expectations. Our customer service team will be reaching out, and we stand behind our 100% Satisfaction Guarantee to help make this right.

Adrienne, I’m sorry we let you down. After the original product became unavailable, we recommended a replacement but the delay was in the custom metal die to be created before the foil stamping could begin. Unfortunately, that process could not be rushed enough to meet your event date. We should have confirmed the full production timeline before assuring you the order could arrive on time. We take responsibility for setting an expectation we could not fulfill.