National Pen Company Bait and switch, lack transparency Internet

A good friend was recently diagnosed with cancer and we wanted to order hats to support her. We completed the order form and were contacted by a rep who indicated we'd have to pay an additional $58 if we wanted the actual color of the logo imprinted on the hats.

Nowhere in the language on National Pen's site did it indicate an additional charge for matching a logo color, though its site did have the following language: "Our team of expert artists will make sure your logo appears perfectly on this product.”  If there is a place additional charges should be reflected, it is here.

We expressed our concern and National Pen's response was a proof of a white hat with a washed out looking pink version of our logo.  So much for perfection.

It's not that the additional charge is significant, but their approach is an example of bad faith business practice. Dave Thompson, National Pen's CEO, describes himself on his LinkedIn profile as "a natural leader". If that's the case, he should be encouraging a much more transparent level of customer engagement beyond bait and switch tactics.