A.T. Cross CompanyReviews of cross.com

I have been able to receive no help at all from the supposed Customer Service at AT Cross. Sent a pen and pencil set in for repair. ($20). Never heard from the company even though I had confirmation from Post Office that the package was delivered. Tried emailing but no answer. Called after 2 more weeks but the gentleman on the phone said they didnt show having received anything from me but that the "lady" was backed up, sounds painful. Finally after 3 weeks I got someone on the phone that said the pen or pencil was fixed, couldnt figure out which, but the pen(?) was back ordered for at least a month and hung up. What a poor excuse for a company they have turned into. Should have just spent the money on a new writing tool. Never again, so sad.

Worst experience I’ve had in a long time. Ordered a pen early December, said it would be delivered by christmas. Never came. For the past month I’ve been emailing and calling, and just now - after 4 weeks - was I able to get a refund. The guy confirmed it on the phone and then literally hung up on me.

My Cross multi-colour ball pen stopped working (mechanism jammed). The UK Cross representative advised me on how to return the pen for rpair. They couldn't repair it, but sent me a replacement (later model) with no fuss and a minimal admin. charge. They honour their lifetime guarantee, and the pens are excellent, in my view.

This is the worst company I have ever done business with. Said my order would be received within 5-7 business days. After two weeks I called and they said they had changed shipping methods and it was taking a little longer and that I should receive it in a few days. After a few days and no pen I called again as I did for the next six weeks. Still no pen and still no refund after cancelling the order over a month ago.

I placed an order November 24 and I have not received my order. I have tried calling several time, on hold for up to 30 minutes before giving up. I have also emailed with no response. The order status checker online also does not work. I was hoping to have my order before Christmas, but I doubt I will. I am very disappointed in Cross.

Placed an order via Cross website on 11/13. I ordered 1 pen and 3 pouches. I received the 3 pouches but no pen. I tried calling customer service but after almost 30 minutes on hold I hung up and e-mailed their customer service on 11/27. I kept calling customer service with the same long wait times. I email again on 12/10 with yet again no response. Finally last week they answered. I was told the pen was on back order that I should have received notice...I didn't. She informed me that a shipment was due in on Friday and they would ship me the pen via overnight to receive it on Monday. That never happened. I called yesterday and since she could not see if that dept pulled my order and shipped that she would need to take my number and call me back. I never heard back, I just called and explained my situation yet again, she too needed to call me back since she was going to contact the shipping dept to see if they could ship it out today. I am not confident that I will ever hear from anyone from Cross. This is the WORST customer service ever!! Buyer beware!

I sent an email requesting information about my order, no reply. Therefore I decided to give them a phone call, the first call it got cut off after 20 minutes waiting. So I had to call again and wait again for a long time. Today I am trying to call again about my order and I have been on hold for 50 minutes. I can't believe this company for the Holiday season, they can't provide more personnel to help their customers with their orders. Unbelievable, this will be the first and last time I do business with them. I think nowadays companies does not realize that customer service is very important for the business to be successful...that's my two cents...

i brought a fountain pen at an outlet and initially the piston was not functioning so they gave me a new one. It is now about one year old and i use it very carefully as i love my fountain pens. Today the clip just snapped. Spoke to customer service, they charge £6 for return post and we post it recorded and they will investigate to say whose fault it is. Parker and Lamy does lot better service then these guys