Newest Review: ... fragile and they were sent in a kind of envelope that could be bent or folded during handling. I took a close-up photograph ... more
Swift replacement of an unsatisfactory item
Member Name: StevenV
Advantages: swift service, also to customer complaints
Disadvantages: packaging could be better
When I received my package from Penshop.co.uk I found that one of the items got damaged during transport.
The items in question are rather fragile and they were sent in a kind of envelope that could be bent or folded during handling.
I took a close-up photograph of it and sent it to their customer service by e-mail, explaining what had happened and asking them to replace the broken item. I was reluctant to sent the item back (as would normally be required) because the value was rather low and the international shipment cost would be in excess of the item value in this case.
The same day I received an answer in which Penshop announced that the item will be replaced free of charge.
They did not require me to send the product back, which is a courtosy from their side. I'm obviously very pleased with this elegant solution to the problem.
Summary: satisfactory because of good customer support