A.T. Cross CompanyReviews of cross.com

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. ------------ 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.

nearly 4 months after moderately good customer service and a promise of a replacement pen as mine couldn't be repaired. now 6 weeks later and also quiet. no pen and no response to any emails

It's extremely rare for me to write a bad review but this company is an exception! I requested a nib exchange for my fountain pen. So I sent the original one back in for another nib (that I also purchased). They sent it back saying, "Not returnable because nib was dusty" Are you kidding?! I barely laid a hand on that nib except for wrapping it up to send it back. And then they told me I have to send back the whole pen for a full refund. Why? For them to say that the pen is non-refundable because there's a "smudge?" So I'm left with 2 nibs that I paid for. I feel like I was robbed! To top it off, they haven't responded to any emails when trying to communicate with them for updates. Cross has become not even my last option to buy luxury pens. No longer shopping with them!

I have always had Cross pens and there was a fault with my last pen. Despite a delay with the central Customer Service Team, Margaret in repairs was fantastic and promptly acknowledged and resolved my enquiry. Excellent service and I will continue to use Cross! Thank you.