Elyssa Burg

Review of J.L. Darling Corporation

Rite in the Rain's customer service attitude is te...

Rite in the Rain's customer service attitude is terrible. Do not order from them. I expect you'd get better customer service from Amazon or some other seller.

I had originally ordered a pen with blue ink. When I received it, there was something clearly wrong with the ink cartridge, as it bled and was splotchy. I contacted RitR's customer support, and they offered to send a replacement pen. So far so good.

However, the replacement pen was not the same pen I had originally bought: the pen itself was different and the replacement had black ink (not the original blue I had ordered). They told me I was to replace the (blue) faulty cartridge in my original pen with the (black) new cartridge from the new pen. However, they don't seem to care that I ordered a blue pen to begin with. I hardly ever write in black ink.

I asked customer service whether they could send me a blue cartridge, and they said that they could not because they had fulfilled the terms of their warranty. Warranty be damned. I would have expected some level of decent customer support and common sense. I didn't spend $13 on a pen to end up with a product I have no use for.

I also emailed the RD & QC Director (whose business card was included with the replacement pen) to explain the situation to him, and there has been no response after 3 days.

If you want Rite in the Rain products, I suggest you order from somewhere else.

ADDENDUM (and I changed the stars from 1 to 3): Although I received no email response from the RD & QC Director, I just today (a few days after putting proverbial pen to paper to write the original review) received 2 blue ink replacement cartridges. This solves the original problem I had with RitR. I'm not sure I'd order from them again, given the hassle, but at least I have more confidence that they are willing to "make things right".