I already posted my previous encounter with Endless Pens, but I feel the need to make another, more detailed statement. In the past few weeks, I purchased a Waterman Carene, Pelikan M805 and M1000, and Aurora LE Flex. Before I made my first order, I was reading this thread very skeptically, trying to figure out if this website was a scam or not. I took a gamble having Paypal and my credit card company for protection.
First, everything was shipped out quickly and efficiently. All pens came exactly as expected except for the Pelikan M1000. I could tell before I even got out a loupe out that the tines were very out of alignment, so I contacted support.
This was during the holiday season, and not only did I receive an almost immediate response late in the evening for their local time, but in future emails, I received responses also at abnormal hours ON HOLIDAYS. I woke up on New Year's Day from an email asking if they could combine multiple orders into a single shipment. I mean, come on, that's dedication. (Side note, don't go online pen shopping on New Year's Eve... bad financial decisions were made )
Anyway, with the Pelikan situation, they gave me 2 options. One, return the pen for a refund; or two, they could send me a new nib unit immediately. I could swap the nibs and send the old one back. Seeing as this was quite easy on this pen, I opted for the new nib. Before shipping it to me, they inspected the nib and sent me pictures to make sure everything looked good to me. They also clarified that they usually inspect everything before shipping it out, but had been busy with the Christmas Sale and apologized for not checking as thoroughly as normal.
Moving on, I received my replacement nib for the M1000 along with 2 new pens I ordered, an M805 and Aurora LE Flex. Everything looked good on all of these pens, but the Aurora Flex was really a "hey it's New Year's Eve and I don't care about my financial responsibilities!" purchase, and I didn't know if I would actually like it that much for the money. I didn't ink it up when I received it, and I contacted the person I had been dealing with (Savannah, their sales manager) about the situation. She said that I could of course return the Aurora uninked for a refund (as they will do within 14 days). However, since my main concern was over whether or not I would like it, she gave me a long email with as many details as possible to explain how the pen will be. In the end, I took a gamble and inked it up, and I love it. Additionally, don't expect any company to go against their policies which in my opinion are very fair, but I'm willing to bet they would've still taken the pen back and refunded me if I had inked it up and not reached out. Just a guess, but I think it's likely. At the very least they would've tried to help me out.
ANOTHER side note. They sent me this really cool, large, and fancy Pelikan pen holder along with that second shipment. Keep in mind I had just bought a lot of pens in 1 week from them, so don't go expecting anything with your order, but it was a nice surprise and shows they care.
Okay, last bit of details. Throughout this whole ordeal I ended up having a lot of random pen/business talk with Savannah, and let me tell you, they are in this business for the right reasons and are truly as passionate as us. Out of respect for her I won't go too far into the details of what she said, but they have a lot of great growth plans for the future, and by far the most important thing to them is customer feedback. What's driving their decisions is what customers want (good business model, right?), so if you have something to say, please reach out to them! My personal requests resulted in her having a sit-down with the owners to discuss it. One other thing, their whole goal is to be able to sell these pens at more affordable prices, so I wouldn't expect this Christmas Sale to be a one-time thing.
If you take anything away from this, know that Endless Pens is a company with their heart in the right place, and order without fear, because if something goes wrong, they will painstakingly do everything they can to make it right.
I almost never go into this much detail praising any sort of business. Frankly, I'm not sure if I ever have. Goulet is great with great CS, we all know that, but I felt no need to specifically comment on it. I feel that giving this praise to Endless Pens is absolutely necessary. I still can't believe the level of personal customer service and attention to detail I received for the prices I paid!
TLDR: Go buy their pens. Give them your money. They're awesome.