A.T. Cross Company Arvostelua 141

I have been trying to order Cross Rollerball refills for six months now but they are still out of stock and my dealer says they have been out of stock for more than a year with no information about when they might be available again. Poor customer service and poor service to your dealers. If you buy a new Cross pen, there is a risk that you will not be able to buy refills

Can only really echo what others have already said below: the pens themselves (when in stock/arrive etc) are lovely. The customer service is non existent. And to have a website that will take payment but not record or actually follow through with an order is beyond outrageous. Truly, a pathetic experience. Buy from any other retailer.

Fabulous lifetime warranty. Just returned my 10 year old ball point pen as cap was loose (and had a dent in it). Replaced for £6 service charge. My only constructive feedback, and why I deducted a star, is should be an acknowledgement of receipt and an advice when despatched back please.

Does not respond to online form. Two days after I filled out their online form asking for repair they have not responded. Guess I will have to try and fix my pencil by myself.

Despite Cross having a mutli-week delay (8-12 wks), they do not note this on their website NOR tell the customer when ordered. Once they receive payment, they stop communicating with the customer.

Website not working, no stock of replacement cartridges, telephone number doesn't answer, contact form doesn't work, email doesn't respond. Advice: buy another pen from a reputable firm.

I ordered a Cross Classic fountain pen on 9-21-2021 from the AT Cross website. Well as of the last week of October, I have no pen. The Cross website says processing. And I have emailed the company with no response. I have tried without success to call the company only to get long holds with no response. A recorded message says that they will "do everything possible to help." Really!

I love Cross pens. So much so that I have started a very carefully curated collection. Recently however the quality of service/responsiveness of customer service has taken a nose dive. My recent experiences are the same as others who have commented below. I too am missing an order and cannot get an answer. Quite unfortunate.

Ordered 6 pens on August 25. The order is still in the "processing" stage. They do not respond to my email inquiries, they hang up after 20 minutes on hold trying to reach customer service. I can't even find out why its taking so long or if they will ever send this order. UPDATE: After writing this review Cross pens called me and informed me my order was back ordered with an unknown wait. They worked with me on a different in stock option and were able to get them to me before my event date. I am appreciative of that but it's ridiculous they won't answer their calls or emails in a timely manner to give me that information.

I ordered an engraved pen from Cross UK back in August as a present because I have previously owned Cross pens myself.Money debited from my account but still waiting for my pen despite several emails to the company.I have tried to phone‘customer support’several times but the phone is never answered.I have just sent another email saying that I want my money back ASAP as I am so frustrated with waiting and I had to find another present for the intended recipient.Non existent customer service from this company and I would advise anybody to avoid them at all costs.Hurts me having to award them 1 star as they are not worthy of it!

They don`t answer the phone and mess orders up.
Real crap service

I read some of the review here while waiting for the delivery. I was scared that I was scammed because it’s been 2 weeks already. But it arrived today (after almost 3 weeks from the date of order)! It’s a good fountain pen, we just need a bit of patience in waiting for delivery.

The nicest customer service I have ever dealt with. I inherited a pen from my father who lost a battle with cancer and these guys were more than helpful in helping me to identify what inserts I will need and they send them to me within a day of me contacting them. Absolutely lovely.

I ordered a pen in the sale on 24th june and started to panic when I saw all the bad reviews and there was no sign of it being sent out but I received it yesterday on the 13th July. It does say there will be delays due to covid on the website and I got a really good deal in the sale so if your looking to order make sure you order well before you actually need the item so it will arrive in time.

Bought a $200 package for a birthday gift. Never got it. They gave me the wrong shipping information. They even got the courier wrong. They said they used purolator, but shipped through UPS instead. This caused problems with actually receiving this because I couldn't pay the import fee online without the tracking information. UPS couldn't do anything because it's the shipper who has to give me the information, so my package ended up being abandoned in a UPS warehouse. I've contacted them several times to resolve this, yet still have no response. If they had given me proper information in the first place, I wouldn't have had this issue. Never buying from this company again.

I have owned Cross pens for decades. "Lifetime Warranty" they claim. Well no such thing. They will not fix my broken pen. This company has changed and not for the better.

I WILL NEVER BUY A CROSS PEN AGAIN.

NEVER.

Look at all the negative reviews for A.T. Cross on this trustpilot.com. Just look at the number of unsatisfied customers. Unbelievable.

And Cross does NOTHING to resolve the issue.

Why does anyone buy a Cross pen?

Had ordered a pen for my son’s graduation on 12th May for 7th June. After sending a number of email, to which I got a standard response I rang the UK. Got a lovely guy who explained my order was mislaid, and due to COVID the warehouse was closed for a day. He said my pen would be shipped fast tracked to arrive on the Tuesday - graduation day. It’s now Friday, no parcel!
I have emailed twice since but didn’t even get an acknowledgment. I am seriously worried now. Don’t touch this company. If you really want a Cross Pen go to a retailer. Very very dissatisfied customer

Ordered a pen on 4th May as leaving present for a coworker for the 14th of May.

Order submitted and got automatic confirmation and as per email and website stated 5-7 days....plenty of time to be ready on the 14th.

By the 11th I was a little nervous as I hadn't had an update so wrote an email asking for an update given the timescale. I got a bounce back auto response. Several hours later I did get a formal response as follows:

"Your order has been printed and in the warehouse for packing and shipping. I’m very sorry for the delay. Most of us are working remotely or on furlough due to the current situation and we have limited staff working in the warehouse. We also have been experiencing some problems with the new system the company has implemented, and we now have a backlog of orders and emails due to no one in the office answering phones and customers being direct to emails we are working through to get out as soon as possible.

We will get the order sent out as soon as we can

Once again, I apologise about this and thank you for your understanding and patience."

Fair enough I thought.

I emailed on the 13th as I hadn't had an update asking for an update but also how to cancel should the pen be further delayed.

I got an auto response, but several hours later also a follow up email simply stating:

"Thank you for your email I am sorry to say that we have had a major tech issue here and we are unable to make delivers until next week

"I am so sorry for the inconvenience caused"

On the 18th having had no further information or communication I wrote asking for an update in the next 48 hours or I will cancel.

48 hours on still no update and have emailed to cancel the order.

I have had no further communication.

Alas I have missed giving the gift to my coworker, i am still none the wiser to know what happened and also now wondering if I am going to have to fight for a refund.

My advice....avoid.

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Update 25th May - despite 5 days ago writing to cancel, I have now got a package with the pen!! I emailed the company and I have been told I have to pay to return it!!! Terrible terrible company.

I LOVE Cross pens, and have used them for 55 years, but quite frankly this recent transaction was a complete lie. I received a 'buy one refill, get one free' offer with code, and ordered pen refills using the code. The code was accepted and the order put through.

When I received notification order was shipped, it showed only one item was in the package. I sent TWO emails to customer service and though I received the automated reply they would contact me shortly, NOTHING has been heard from them.

I got my package today. Only the single refill order was there. No 'get one free' as in the emailed offer, so it was false advertising. I paid full price for my refills.

I guess I'll be carrying my Parker pens more often now. At least they respond to their customers.

Very poor customer service. I placed an order on the 2nd of January and still have not received it on the 21st of March. I have sent several emails only to receive generic, automated replies. Very disappointing experience - would not recommend based on my experience to date.