A.T. Cross CompanyReviews of cross.com

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.