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Rosario Di Rubbo

10/14/2023

I previously bought a Tianzi pocket pen, but this time with the Narwahl, I had a terrible experience. Unfortunately, the stub on this pen, or perhaps the feed, was truly a disaster, causing the pen to write poorly. On top of that, I not only received a medium-sized box for the pen, but I was also given the lame excuse that they have more boxes in stock than pens, which is pure nonsense. If this had been a gift, I would have made a poor impression on the recipient. I believe the pen was a return from someone else and ended up in the wrong box. I also had to deal with unexpectedly disappointing customer service. They were shocked by my email regarding the pen's poor performance, claiming that the website is a passion and they have other jobs, and that should be my problem? There was no chance of reaching anyone by phone because they don’t have one, and even when you provide yours at their request, they don’t even take a few minutes to call. I cannot communicate via email; I prefer talking to people, not computers, and certainly not in a mechanical language. Anyway, they can’t manage that. I am sending the pen back, registered with tracking, but I will only be partially reimbursed for the return costs because their "policy" is to only refund standard shipping costs, not the tracking fees. After 11 days, I received my money back, minus a nearly full refund after an emailed apology. Never again, not a Narwahl pen, and certainly not from this website. I would rather pay more at other Dutch websites where I can also talk to someone on the phone for a purchase, and thankfully, those still exist.

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Desiree Yspeert
11/6/2023
Good, fast delivery.
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M.
11/3/2023
As always, great service, good price, well packaged, and fast shipping!
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How would you rate Scrittura Elegante?
Joe
11/1/2023
Fast response to inquiry. Quick shipment.
Rebeca S.
11/1/2023
Very good service, it's my second purchase and I will repeat.
JOAN RIBERA ROS
10/23/2023
Bons preus i molt bon servei!
Rosario Di Rubbo
10/14/2023
I previously bought a Tianzi pocket pen, but this time with the Narwahl, I had a terrible experience. Unfortunately, the stub on this pen, or perhaps the feed, was truly a disaster, causing the pen to write poorly. On top of that, I not only received a medium-sized box for the pen, but I was also given the lame excuse that they have more boxes in stock than pens, which is pure nonsense. If this had been a gift, I would have made a poor impression on the recipient. I believe the pen was a return from someone else and ended up in the wrong box. I also had to deal with unexpectedly disappointing customer service. They were shocked by my email regarding the pen's poor performance, claiming that the website is a passion and they have other jobs, and that should be my problem? There was no chance of reaching anyone by phone because they don’t have one, and even when you provide yours at their request, they don’t even take a few minutes to call. I cannot communicate via email; I prefer talking to people, not computers, and certainly not in a mechanical language. Anyway, they can’t manage that. I am sending the pen back, registered with tracking, but I will only be partially reimbursed for the return costs because their "policy" is to only refund standard shipping costs, not the tracking fees. After 11 days, I received my money back, minus a nearly full refund after an emailed apology. Never again, not a Narwahl pen, and certainly not from this website. I would rather pay more at other Dutch websites where I can also talk to someone on the phone for a purchase, and thankfully, those still exist.
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Response by Scrittura Elegante
We always do our utmost to make our customers happy, and as most reviews testify, we generally succeed in that. In this case, however, I truly do not know what else we could have done. You contacted us regarding your poor experience with the pen and expressed a desire to discuss it over the phone. We explained that, because we have another job alongside this one, we were not immediately available for a phone call, but we could call you back at a time that suited you. It is unfortunate that you indicated we did not even make the effort to call you back. The pen you purchased generally receives positive feedback from our customers. Therefore, we suggested that perhaps this time a nib had slipped through the manufacturer's quality control. We expressed how sorry we were about this and that we wanted to resolve the issue. It turned out that calling you back to see if we could solve the problem was no longer necessary, as you had already decided that we are a terrible shop and wanted to return everything. You can exercise your legal right of withdrawal, but the return shipping costs will be at your expense. In the case of a defect, we cover all costs, but you must legally give us the chance to rectify the defect. You refused to do that. You insisted on returning everything, including items in the order that were not defective. We offered to send you a new nib, but you also refused this. We then indicated that you could return everything, and we would reimburse the return costs. In doing so, we did more than we are legally required to do. We also clearly stated not to return the pen via registered mail or cash on delivery, and that we would not reimburse those extra costs. You chose to ignore this and returned the order via registered mail anyway. This has nothing to do with tracking. Since we were going to the London Penshow and would be absent for a week, we immediately transferred the costs of the order ourselves, without waiting to receive and check the pen. Therefore, I find it unfortunate that you suggest you had to wait a long time. The time between your complaint and the refund is more due to the avalanche of emails we received from you. Regarding the box: it indicates that you, despite our explanation, do not believe us and are now repeating the accusation that it must be a return. We have received more such accusations from you: for instance, that we think you broke the pen yourself and are withholding the return money as leverage. We have clearly explained that we sometimes swap a nib if we do not have a specific brand/model/nib combination in stock. We have loose nibs in stock, take a pen with a different nib, swap the nib, and then write the correct nib size on the label. I feel we have responded politely and correctly to your emails, always trying to think of solutions. Honestly, that is not always easy when the emails are as unfriendly and accusatory as in your case. We are just human beings with feelings. At one point, I even found myself overthinking every word in our responses out of fear of another negative interpretation. And yet, those interpretations kept coming. I am astonished at how you manage to extract a negative interpretation and accusation from completely innocent, well-meaning words. We have done more than what is legally expected of us, and as I mentioned, in your case, I truly do not know what else we could have done. A little self-reflection on your way of communicating and your distrust of the good intentions of others might have helped here as well.
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