A.T. Cross Company Arvostelua 141

I have a Cross rollerball which was a gift from my husband for our one year anniversary and is extremely sentimental. It required a repair, and I waited for months to follow up on the warranty as warranty claims were closed over Covid (and remained closed long after most companies were back to providing their standard services). When it finally opened, I submitted a claim and mailed my pen, which was received by Cross on August 19. I waited the expected timeline before reaching out, but heard nothing. Since then, I have tried several times to reach out via phone and the contact form, but have received no response. At this point it seems that Cross has stolen my property, and does not plan to fulfill the warranty claim or return my property to me.

I had a very nice expensive (in excess of £100) Cross pen bought for me by my mother in law for my 40th. It has a lot of sentimental value and was intended as a lifetime gift and I have used it carefully and sparingly. Unfortunately the clip on the pen lid broke recently and so I contacted Cross Customer Service. I knew they offered a lifetime mechanical warranty on their pens and so assumed it would be covered for a repair. It turns out they couldn't give a damn!! Not prepared to do anything about it. Forget a replacement, they don't even want to offer me a repair. So I now have a £120 pen that doesn't clip onto anyhting and looks an eyesore. Ive got pens that cost a tenth of the price that I use day in day out that are still fully intact. Don't trust these con artists!! They'll take your money and run.

I have used Cross pens exclusively since the mid 70's. Then until the last couple of years they had superb customer service.Sadly now they have what seems as zero customer service. I have emailed at least 8 times in the last two years and have received no response. I can never seem to reach anyone when i call.They have messed up on deliveries, sent the wrong pen refills, I currently have a pen order which was in stock when i ordered but now has been in processing for almost over 2 weeks and get no response to emails. I realize covid played a part of the problem but i am involved in retail and though things are sluggish but product is starting to roll out. Their is no excuse for the lack of customer service. I truly have to wonder if they are going out of business.

I tried to order Cross refills for my handmade ballpoint pen back in April this year. The correct refill was not listed on the website so I e-mailed to find out when the refills were likely to be back in stock. Eventually I received a reply stating that the refills were expected in mid-June 22. I've checked the Cross web site regularly but still not in stock. No reply to a further e-mail sent in early July 22. Sorry, A T Cross, you've lost a customer...

Ordered an engraved pen on 28th July in good time for a 60th gift. Order is still processing. I have called twice and still no further forward. The birthday has now well and truly passed. Emails return an auto response of up to 6weeks for a reply. Seriously?! Absolute cheek to charge £9.95 delivery too. Remember when Cross had a good name as a reliable reputable company? All they are doing now is failing to deliver on their side and failing customers. They need to stop accepting orders online that they are unable to fulfil within the stated time frames. It’s unfair and misleading

I am wondering if the company has ceased trading as they do not respond to my emails and the office is always closed when I try phoning during normal office hours. I placed an order back in May and have heard nothing since apart from an initial confirmation email.

I have had a blue lacquer Cross ballpoint pen for a few years, which was a really nice pen, but then the lacquer started to come off. When i tried to contact Cross to avail of their 'lifetime warranty', the service was non-existent. No responses to emails other than the standard automated response, no answers to phone calls to Irish customer service. Eventually i got in touch with someone who sent me a link to their website to fill in the warranty form, only to find that when i click on the link, i get a message to say because they have so many repairs (and due to COVID), they are not taking any more now and to try again later... - this was in May and having tried again now in June, i get the same message. Bottom line - the customer service is poor, they obviously have many failures and the lifetime warranty is therefore worthless (at least for me).

I sent my silver cross fountain pen. I have the receive receipt from the post stating they received my pen 3 months ago. I have called and emailed to no avail. They basically STOLE my pen. I am filling a complaint with the BBB. This company is now terrible and apparently stealing pens from consumers.

I ordered an engraved rollerblading pen on 18th Mat, as a retirement present for an employee. Despite calls and emails, no answers and no sign of pen. I have bought a second pen to have a gift to give. Cross are deplorable, no answers to emails, call the number and call gets dropped and tracing no has no status. What the hell is going on?

I sent a pen in for repair 3 months ago. I have received a confirmation that my pen was received but nothing else. I finally emailed them asking for the status of the repair. After several days I received a response stating that they had received my email and that they would be able to respond in 4 TO 6 WEEKS! That's 4-6 weeks to respond to my email NOT getting my pen back! I'll never buy another Cross product!

I have emailed Cross in every way possible at least a dozen times, and have NOT GOTTEN ONE RESPONSE!
What has happened to Cross? I’m seeing nothing but horrible reviews all over the place, not for their pens which are great, but for their AWFUL CUSTOMER SERVICE. Who is the manager in charge at the main Cross office in R I? Whoever it is, they need to be fired immediately if not sooner. Cross used to care about its office and employees, and most of all CUSTOMERS! Not any more! It’s like knock knock, whose there? (Deafening Silence)!!! That is how everyone feels about Cross’s Customer Service. Maybe the entire office needs to be replaced? Who is supposed to be answering emails? Well I can tell you this, NO ONE IS ANSWERING ANY! Read your frickin ratings on your own site! Horrible! All 1 star out of 5. Wake up people at Cross before it’s too late and you can’t recover from this. Get a new office manager immediately!!! Get more people in the office if necessary. DO SOMETHING!

Poor Customer Service.
Spoke to an operative over the phone and the experience was pretty underwhelming. Little engagement, discussion or explanation as to why ballpoint refills 8513 have not been in stock since my last purchase in April 2021. Was informed they were expecting the refills by June and to check their website then. Not particularly impressed with my dealings with AT Cross.

Absolutely superb customer service - I've been a fan of Cross Pens for years but never before had to avail myself of their warranty. Sadly a pen I had stopped working recently and I needed it repaired. I sent it in on Tuesday, it was back with me fully repaired and working perfectly by Thursday. Very, very impressed both by the time frame and quality of the repair and the communication from their Luton office.

I have several Cross Pens all of which use the same refills. These refills have been unavailable for many months via any outlet. I have unusable pens sat on my desk which cost £1000 plus and Cross seem uninterested. I will vote with my feet when buying pens in future either for myself or as gifts to customers.

I have been unable to buy refills for months so cannot use my pen. I have messaged the company on 3 occasions through their website and not had the courtesy of a response.
Cross used to be so good, but these days are awful. I'm sure there are a lot is customers like me that won't buy Cross products in future.

I ordered a pen November 2021 and received the wrong pen, it was meant as a gift so I had also ordered it engraved. I figured it would be no problem emailing and figuring out a way to correct the mistake but after a few months, two separate emails and multiple calls that were all dropped, I still have not heard back from their customer service department.

Terrible customer service - NOBODY ANSWERS their phones... Was on hold for 23 minutes today - was eventually disconnected.

I have tried various methods to contact Cross, including trying to contact the CEO, Richard Baird, and then finally out of pure frustration, I contacted the CEO of Cross Pens owners, Transom Capital Group. Not s single person has acknowledged or replied to my e-mails. Clearly their is a major issue with customer communication within Cross and Transom, and this obviously starts with the top executives.

I ordered an engraved pen 30 days ago and my order status has not changed nor have I been given an update. I understand covid delays but just want an estimate or update at this point and cannot get any kind of response. I have tried calling several times only to wait on hold and be hung up on once a representative finally answers. My email inquires have gone unanswered. I have disputed the charge with my bank and will never order from this company again.

Is Cross Pens going out of business? You can't call them, the website doesn't answer MANY questions, They don't reply to emails??????? I have been trying to find out if they make 23 carat gold stylus refills(9020S-12) for the Tech3+ 23 Carat pen which isn't cheap and can't get an answer?????