A.T. Cross Company Arvostelua 141

Trying to contact AT Cross is a nightmare!
I eventually tracked them down via a phone call. You need to make sure you call during USA office hours, not UK office hours. Not sure how we are supposed to know this. A customer support lady gave me an e mail address to send my complaint to and said she would reply. No reply yet received. Called the number again today and eventually the answering service told me I could not be connected. I give up.
I have several AT Cross pens and pencils. They used to be a good UK company. Now they are en extremely bad American company who dont care a jot abouttheir UK customers.

One final word as at 25 January 2024. Situation still unresolved.This whole experience with the warranty service of ATCross UK has been a complete and utter shambles. Weeks without communication, knowledge of products minimal, inefficiency and little idea of what real customer service means. I can only agree with the sentiments of a previous reviewer who suggested - Forget Cross. Pay a little more and go to Mont Blanc.

Follow up to November 2023 review regarding ballpoint pen repair: Earlier Trust Pilot posting brought comment that Cross will "reach out" and "resolve" this issue. Now over 10 weeks since they first received my pen so phoned Cross Luton for news. Answerphone to mid-morning enquiry 19 January 2024 says: Office now closed. Call back between 9am to 6pm Monday to Friday. Thank you. Goodbye.
And that really sums up the situation! Last one out please turn off the lights. What a decline in this once great company.

This company claims their pens have a lifetime warranty - but there is no way to use it as their UK repair centre is closed. When I asked about this, I was first told I would be able to get my pen repaired in a few weeks' time. However, when I contacted them a month later I was told the repair service has been permanently ended.

Apparently in future they might be able to send me a voucher to replace my pen that's stopped working, but even this is not possible at the moment as they require "a few weeks of testing" in the new office. Their communications are very cut-and-paste (not even a greeting) and seem dishonest - I have been checking on their website and the repair centre has been closed for months now.

So I'm just going to buy a new pen - don't waste your money on these ones!

How a once great business has gone to the dogs. I have a few Cross pens and pencils and particularly love the porous point refill. I have been trying to obtain refills for quite some time but they appear to be out of stock everywhere in the UK. I have emailed several times with no response and the UK telephone number seems unmanned. My research shows that the business was acquired by a "venture capital" group in 2017 and I think that's what led to the demise of the business. Venture capitalists seem interested only in squeezing a business dry before they close it down resulting in delays and poor stocks. I will never buy a Cross pen again until I'm assured that they have a care about customers. I wonder if a "manager" will respond to these observations thus proving me wrong?

My order has never arrived. I have no response to emails. The phone "service" is a joke -- no one answers; nothing happens. I have always liked Cross pens, but NEVER AGAIN. I obviously threw away my money and can get nothing back.

I have rated my experience as 1 star only because 0 stars is not an option. AT Cross is the worst company ever to do business with....nothing but charlatans. I get at least two emails a month from them trying to tempt me to make a purchase from their pathetic website which advertises goods of which almost all are "out of stock". The customer service is impossible to reach to the degree that it is non existent. Cross needs to be held accountable for it's inefficiency, its poor customer service and therefore my next ports of call is to report Cross to the Trading Standards Agency and/or the Advertising Standards Office and finally the BBC department which deals with consumer programmes.

Our company placed an order for pens in November 2022 and it's now July 2023. We can never get a straight answer about when or if our order will be produced in China. They're already making a fortune from pens that would cost $2 at a dollar store if it wasn't for the name on them. What good will their name be if they can't keep up with demand? How many people even use fancy pens nowadays, anyway? Maybe that's part of their problem, they were wasteful with their 5000% markup and didn't invest in their manufacturing and their production staff.

Awful company. I have emailed several times as they have over £30 of my money from a non completed order from 19th April 2023, no response and do not answer telephone. Bunch of thieves so save your money. I will be leaving the same review on every platform I can find.
Order No: MA15068
Thank you for the refund at last. Just a couple of points to clarify:
I did receive the email on the 20th April and replied.....3 times by email and numerous occasions I tried to contact by telephone and never received an answer and the phone either was cut off or, via a recorded message, I was told I couldn't leave a message. So no customer service!!!
When I did make my order and up until now, at no point was I told either when checking out or subsequently, that the items were not in stock and I would not be receiving them. Wondering why, if they were not available, why some sort of communication was at least attempted to explain this.
As I say thank you for the gesture of goodwill for the inconvenience and the apology, oh wait, didn't even have the decency to do those things. Avoid!!!

Completely non-existent customer service in the UK. No email address and a number that takes you nowhere. If you pay the salary of the manager of the UK business in Luton, it's time for a performance review. They are losing you money.

I received very good customer support with replacing a pen. Above and beyond my expectations. Thank you so much!

I had the same experience as all the one star reviews of recent, but they now have a new lady employed to start resolving issues.

I am amazed that they have allowed such a famous name to wither away for so long. Just because a US president 'used one of their pens' can only carry you along for just so long....

This new girl (Jen) resolved my 15 month (yes 15 !) website malfunction over credit for a £170 gold propelling pencil which stopped working but the website malfunctioned and I had at least three employees who 'promised the world' but did not follow up, so I hope they have a clear out of a lot of 'middle management' who have been swinging the lead, it would seem.

Jen has given me the £170 (plus some) credit due on my gold pencil but their stocks are low at the moment, she said, but Jen has offered me 40% off the pen I want when it is available again which is a nice and well needed gesture.

So dont give up and Jen should get round to you soon and will 'sort you out' - subject to the low stock - she is on a mission.

All of the negative reviews have merit. I experienced all of the same issues but Jennifer Lacasse the Director of Global Marketing & Customer Experience did in three days what others could or would not do in 3 1/2 months, she had my old pens returned to me. Cross needs to hire more employees of Jennifer's caliber, employees who appreciate their jobs and realize that satisfied customers put food on their families table. If you don't want to work, stay home, don't bring your company down because you are worthless. Cross has had a very good reputation for many years and sells quality products. I hope they regain the trust of their customers.

No website stock, no real website, no customer interface. phones don't work, don't reply to emails. I have a very expensive set of gold pens that I have not been able to use for four years as I can't get refills or talk or email anyone who can help. The only refills you can buy are copies, but surely it's the genuine ink and refil that is supposed to be special. I'm sure this company must have gone bust but you can still buy pens from somewhere. Can anyone find a black medium rollerball refill, I can't

This is by far the worst company I have ever dealt with. You can never get customer service on the phone and even when you leave a message no one ever calls back. Recently, I placed an order for two pens and refills. I received the refills and never received the pens and their system says the order is complete. It is very sad because I am from Rhode Island and you want them to succeed. Also, have had issues with the quality of a recent pen I purchased for over $200. Sorry to say but I am done with Cross Pens.

It’s easy to focus solely on the negatives. From my perspective, AT Cross honoured their commitment to repair a pen of mine that had seen some years’ service. They, after changing their repair policy, did supply a replacement. Much to their credit in this day and age. Yes, it did take some effort on my part, and with the help of customer focussed staff, Jason Reis. Similarly, when purchasing Sauvage Special Edition pen, Ralph Adams was key to a quick sell. So I would echo, some of the comments below, but I do praise the staff for their support. I do hope whatever is causing their issues to be resolved soon. I suspect the market for pens, especially fountain pens, is a challenge.

I appreciate fountain pens aren’t to everybody’s preferred choice. But, I have to say, my replacement Townsend - Baily Style special edition, is very stylish and a good writer. Of the pens in my collection, including some expensive brands, the Sauvage special edition stands against the best, and the other Cross pens are good value, in my opinion at least.

Thanks to trust pilot, I did finally receive an email from cross pens. However, they have still failed to refund me for the other pen I was charged for. I’ve called customer service and the representative was no help to me, as she did not understand that the discount was in fact applied to both pens, and therefore I should be refunded for the other pen I did not receive.
Here’s the breakdown:

I purchased TWO Calais fountain pens during during the 50% off Calais pen promotion. The subtotal for both pens was $90 before the discount. After the discount, I spent 43.05
Since I bought two pens, I’m figuring it ended up being more like a BOGO sale where I bought one pen at regular price and got the second one free, but since I only received one pen, I should’ve gotten 50% off the one pen. Bottom line is that I was STILL charged for TWO pens and only received ONE.

Cross pens has improved (most likely to all of the negative reviews) in that there was actually a person answering the phone, but they are still not up to par of the standard of customer service they should be considering the price of their pens and the E number of years they’ve been in business.

i emailed Cross on the 9th of may 2022, stating that i had not been able to purchase any black rollerball refills (8523) for approximately 18 months. they replied saying they had supply chain issues and most of the items would be in stock at the end of June 2022.
Seven months later and still no stock. i have not used the pen for over two years and i would not recommend this company.

Cross Pen has embargoed Office Depot in FL. No refills or erasers available. Cross eraser website comes up a 404 error. Specs on erasers totally wrong. Diameter of what erasers fit what pencils. No .49 mm erasers for less than .9 mm lead pencils.

Smells like a Ch. 11 filing after 1/1/2023!

My experience with Cross would have been totally tainted, and this review a total stinker, had it not been for fortune and an individual.
After almost giving on Cross, I phoned one more time and actually spoke to a person rather than voicemail.
That person was Dylan and was an unusual find, a customer service guy who who actually does what he says and follows through!
I had two problems with Cross, and he brought resolution to both in short order.
I hope Cross appreciate him, I certainly did!

I have called 3 days in a row and left 3 messages in a row during biz hours and zero response from them. After reading all of the other reviews on here I am to the point were I would be VERY skeptical about ever sending it in now for a repair/replacement for my pencil from the 1970's. I will just stick it in the pencil holder on my desk and go to Walmart and buy a cheapy to use.
CROSS, you are a HORRIBLE company!!!!!!!!!