David B.

I ordered a beautiful pen to offer as a gift to my mum for Christmas and was anxiously waiting for it to arrive as I was supposed to fly to France where she lives. Days went by and I started to pay a bit more attention to the date as my trip was approaching. But my pen was still missing. I finally used the tracking number provided and saw it had already been delivered but ... to whom? I enquired about it to my neighbours, my flatmates but nothing. That's when I noticed, on the Royal mail website that apparently the postman did not completely pushed the small parcel through the letter trap in the door. Where was it? There was only one explanation: someone, seeing the parcel, stole it. I sent an desperate email to Pen Heaven explaining the situation and Joe, from the customer service, litteraly saved my Christmas. He assessed and understood immediately the situation then sent me another order with a before 1pm delivery the day after. And this time, I was there to receive it. So a big thank you, Joe. You rock guys! Merry Christmas and Happy New Year

The communication with the company went very well overall. I received emails and the whatsapp number very quickly in order to exchange in case of problem. I put only four stars because the day before the moving I was suppose to receive a time slot and I didn't receive anything. I had to phone chase the driver until 22:00 to discover that he would come at 8am the day after.
Thankfully, he arrived on time and was very efficient in his job.