DonWood
Member
Well, I often wondered why there were so many posts complaining about PSI - I had done business with them for a few years and had never had a problem. Well that ended yesterday. I received an order Saturday and one of the items that I received was the wrong one (in fact 3 pens of the same type - I had ordered pencils). I called and was given an exchange number and told that when I returned the other items they would then ship me what I was supposed to have. I asked about postage and they said that I would be responsible for the return postage, even thought it was their mistake! This is not what I consider good customer service.
So, I sent the following email (to which I have not received and acknowledgement as of yet)
"This references Order #XXXXX, Invoice XXXXX - I all the time I have been doing business with Penn State I have not had a complaint and often wondered why Penn State seems to get a bad rap lots of time on the Penturners Org - Well today I found out why.
The wrong item was shipped to me - It is Penn States fault, I did not order the wrong thing. The last item on the invoice is for 3 Rhodium Polaris Twist Pencils which is what I ordered, however I was sent 3 PENS by mistake. When I called I was given an exchange number and was told to ship the pens back at my expense and when they were received you would then send the correct item.
This is not very good customer service, I should not have to pay the return shipping when it was your fault, not mine. Most other vendors that I deal with when they make a mistake say, "we will ship you replacements right away and don't worry about having to resend the ones sent in error." That is good customer service, telling me that I have to pay return postage is not good customer service.
I wait to hear from you on this.
Thanks for the consideration
Don Wood
So, I sent the following email (to which I have not received and acknowledgement as of yet)
"This references Order #XXXXX, Invoice XXXXX - I all the time I have been doing business with Penn State I have not had a complaint and often wondered why Penn State seems to get a bad rap lots of time on the Penturners Org - Well today I found out why.
The wrong item was shipped to me - It is Penn States fault, I did not order the wrong thing. The last item on the invoice is for 3 Rhodium Polaris Twist Pencils which is what I ordered, however I was sent 3 PENS by mistake. When I called I was given an exchange number and was told to ship the pens back at my expense and when they were received you would then send the correct item.
This is not very good customer service, I should not have to pay the return shipping when it was your fault, not mine. Most other vendors that I deal with when they make a mistake say, "we will ship you replacements right away and don't worry about having to resend the ones sent in error." That is good customer service, telling me that I have to pay return postage is not good customer service.
I wait to hear from you on this.
Thanks for the consideration
Don Wood