A.T. Cross CompanySince our earliest days, Cross has rewritten the rules for putting pen to paper. We are a global leader in the fine writing industry, proud to build upon our legacy with premier pens and accessories for customers in 140 countries around the world.
A.T. Cross Company (cross.com) has 142 customer reviews on Five Star Index, with an average rating of 1.6 out of 5.
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sue R.
Customer service chased us for payment several times even though we had paid. submitted proof of payment. Have emailed several times since to check all is ok. No response whatsoever. Especially as they said they had put our account on hold until payment was received. Will not be buying from them again. Terrible customer service.
Dave C.
Used to be a great company but now the quality is terrible. Had pens for 30 years. Just got 2 new pens both were faulty and they make you pay $20 for inspection under warranty and pay for postage. Avoid and buy your pens elsewhere.
Dave B.
Similar to others I have tried to contact Cross (a voice message, two online forms and three emails) and haven’t had a reply. I’m now stuck with a pen I don’t want. Avoid
Jacquie V.
This company deserves its poor reviews. I ordered a pen with initials engraved on it. It arrived without the engraving which was the whole point as it is a special birthday present! I have tried telephoning, emailing, contacting customer service to no avail. I will have to buy another pen from a different supplier and get it engraved. What a waste of money! Never use this company - buy its products elsewhere.
Elliot
After multiple attempts at resolving my pen stylus issue with customer service, I am leaving this review and calling it a day. I really appreciated the cross pen I was using however the stylus kept disintegrating and unable to find any replacement stylus, I resorted to buying two additional new pens over the past couple of years, each experiencing the same problem after 6-8 months of use.
Arthur P.
This company has no shame. I have been trying to get a simple repair or replacement cap for my pen since January! I have tried to get some action on countless occasions. The company does not invest in providing any kind of decent customer service. I've never known such a lack of professionalism.
Friederike W.
I am absolutely disappointed and really shocked by the extremely poor service from your company!!! I ordered and paid for a pen on 18 March with the promise that it would be delivered within 5-7 days. After 7 days I checked the order status with your customer service on 26 March and was told that the pen would be dispatched shortly (next Thursday). The pen still hasn't arrived and I have sent three more emails to the customer services - 02 April , 07 April and 11 April - WITHOUT receiving a reply. The pen was delivered on 19 April. Almost 5 weeks after ordering... I have not received any information from Cross about the delivery. The Highlight: I only received the parcel after I had to pay €42.14 customs duty (i live in germany)!!!! It is unbelievably cheeky to simply pass these costs on to the customer without informing them in advance. I would NEVER have placed an order under these circumstances!
Response from A.T. Cross CompanyMay 15, 2024
Hello Friederike - I am so sorry to hear about this experience. We have been in the process of switching warehouses and it has caused delays in shipping, as well as other issues. You absolutely should not have had to pay the €42.14, which I would like to reimburse you for straight away. Could you please contact me at [email protected] and reference "For Jennifer. Trustpilot Review - Duties reimbursed" in the subject line? This will alert the customer service team to send me your email and information so that I can resolve this with you. Again, I am deeply sorry for this experience. It is not the experience we want our valuable customers to have. Thank you, Jennifer
Art F.
Needed to repair an expensive Cross pen and looked at the website which cited a servicing/repair group. When I called Customer Service for arrangements I was told that they sold the repair equipment and no longer did that kind of work (despite stating they did so on multiple web pages). Asked for a supervisor and was told that I could not talk to her but had to email. Emailed the supervisor and copied the CEO of the company TWICE and never got a reply from either.
Response from A.T. Cross CompanyMay 15, 2024
Hello Art, It is true that we no longer repair pens. Instead, we offer a same-item replacement, or the value of the pen in the form of a gift card to be used towards the purchase of a new pen. I am the supervisor and have not received an email from you, which makes me think there may be a spelling error in my name, or it went to a spam folder, preventing me from seeing it. Could you please email [email protected] with a copy of this communication and in the subject line write "For Jennifer, TrustPilot Resolution." This will alert the customer service department to forward me the email straight away so that we can work on a resolution for you. I do not control the website and was unaware this communication stated repairs. I did try searching the site for where the repairs are still mentioned, but cannot locate it. If you could show me where you found that information, that will help me to address this with the Web team. Thank you and I look forward to hearing from you. Jennifer
