One thing is for sure, I believe anyone should have the right to reply to a question/comment on a blog, so your comments here are approved in full. I’m completely swamped with my work right now, but I will be replying as well very soon.

Thank you for taking the time and effort to reply to my post, it proves that Faber-Castell cares about its customers.

-Allen

ps- I need to check when my actual order was placed, but I found that the order was not shipped for at least 4 days. In the current economy, 4 days is quite a long time before shipping a product that is in stock. I’ve been meaning to post a second blog post on my receiving the product, along with product images. Due to my tight time currently, I have been unable to do the blog post the justice it needs. I love your product, and I wanted the post to reflect that, hence the loner time required to edit and post it properly.

pps- Thank you again for dropping in and posting. I hope to post in the next few days.

As the manufacturer and distributor of Faber-Castell products, we are not in the business of selling direct to the public as is the case with many manufacturers. However, in an effort to help alleviate the consumer’s frustration and provide a solution for consumers to purchase online, we needed our retail partners to join us within the Shopatron system to provide this secure online service. Shopatron is a reputable company that assists manufacturers in making products available to the consumer who prefers to purchase online and/or who are unable to find products in local retail stores.

The Shopatron system enables our retail partners the opportunity to fill the orders that we receive from our online catalog on our website http://www.fabercastell.com. Shopatron assigns the order to the retailer that is closest to the shipping address and that has the item in stock. If there aren’t any retailers that are able to fill the order, Faber-Castell will fill it. This is beneficial to the consumer as this helps to lower the percentage of back orders and ensures timely shipments as well. It also helps to build relationships between our consumers and local retailers that carry our products.

Faber-Castell USA believes in a personal approach when providing assistance and service. As a result we have established many relationships with our consumers that we have helped along the way and continue to strive for excellence in our service practices. Shopatron sends every customer that places an order a customer satisfaction survey. We closely monitor that feedback and address any issues directly with the consumer regardless of whether or not Faber-Castell or one of our retailers filled the order. We do this because we accept full responsibility for our customers’ satisfaction both with our products and our service.

I have reviewed your order and found that we, not one of our retailers, filled your order. The processing time and delivery time did not seem to be unusually slow. Your order was received by you within a week of you placing the order. I apologize if you found this unreasonably slow but our normal turnaround time policy is to ship within two days of receipt as ready.

I appreciate your interest in Faber-Castell and certainly value your feedback. As manager of our Consumer Relations department, I would like to assist you if there is a problem that you encounter with our products or services at any time.

Sincerely,

Renée Lamb
Faber-Castell USA, Inc.
Consumer Relations
renee@fabercastell.com