A.T. Cross CompanyReviews of cross.com

I am also struggling to make a contract with AT Cross UK, I tried Sales Person's direct mobile, office line, and series of e-mails to the sales. No luck. I read the comment below so I will try to call in American hours, which is evening time in UK, I guess. We sent a PO, but no acknowledgement, no communication from January! I have been trying over 6 weeks. What is actually going on???

Trying to contact AT Cross is a nightmare! I eventually tracked them down via a phone call. You need to make sure you call during USA office hours, not UK office hours. Not sure how we are supposed to know this. A customer support lady gave me an e mail address to send my complaint to and said she would reply. No reply yet received. Called the number again today and eventually the answering service told me I could not be connected. I give up. I have several AT Cross pens and pencils. They used to be a good UK company. Now they are en extremely bad American company who dont care a jot abouttheir UK customers.

One final word as at 25 January 2024. Situation still unresolved.This whole experience with the warranty service of ATCross UK has been a complete and utter shambles. Weeks without communication, knowledge of products minimal, inefficiency and little idea of what real customer service means. I can only agree with the sentiments of a previous reviewer who suggested - Forget Cross. Pay a little more and go to Mont Blanc. Follow up to November 2023 review regarding ballpoint pen repair: Earlier Trust Pilot posting brought comment that Cross will "reach out" and "resolve" this issue. Now over 10 weeks since they first received my pen so phoned Cross Luton for news. Answerphone to mid-morning enquiry 19 January 2024 says: Office now closed. Call back between 9am to 6pm Monday to Friday. Thank you. Goodbye. And that really sums up the situation! Last one out please turn off the lights. What a decline in this once great company.

This company claims their pens have a lifetime warranty - but there is no way to use it as their UK repair centre is closed. When I asked about this, I was first told I would be able to get my pen repaired in a few weeks' time. However, when I contacted them a month later I was told the repair service has been permanently ended. Apparently in future they might be able to send me a voucher to replace my pen that's stopped working, but even this is not possible at the moment as they require "a few weeks of testing" in the new office. Their communications are very cut-and-paste (not even a greeting) and seem dishonest - I have been checking on their website and the repair centre has been closed for months now. So I'm just going to buy a new pen - don't waste your money on these ones!

How a once great business has gone to the dogs. I have a few Cross pens and pencils and particularly love the porous point refill. I have been trying to obtain refills for quite some time but they appear to be out of stock everywhere in the UK. I have emailed several times with no response and the UK telephone number seems unmanned. My research shows that the business was acquired by a "venture capital" group in 2017 and I think that's what led to the demise of the business. Venture capitalists seem interested only in squeezing a business dry before they close it down resulting in delays and poor stocks. I will never buy a Cross pen again until I'm assured that they have a care about customers. I wonder if a "manager" will respond to these observations thus proving me wrong?

My order has never arrived. I have no response to emails. The phone "service" is a joke -- no one answers; nothing happens. I have always liked Cross pens, but NEVER AGAIN. I obviously threw away my money and can get nothing back.

I have rated my experience as 1 star only because 0 stars is not an option. AT Cross is the worst company ever to do business with....nothing but charlatans. I get at least two emails a month from them trying to tempt me to make a purchase from their pathetic website which advertises goods of which almost all are "out of stock". The customer service is impossible to reach to the degree that it is non existent. Cross needs to be held accountable for it's inefficiency, its poor customer service and therefore my next ports of call is to report Cross to the Trading Standards Agency and/or the Advertising Standards Office and finally the BBC department which deals with consumer programmes.

Our company placed an order for pens in November 2022 and it's now July 2023. We can never get a straight answer about when or if our order will be produced in China. They're already making a fortune from pens that would cost $2 at a dollar store if it wasn't for the name on them. What good will their name be if they can't keep up with demand? How many people even use fancy pens nowadays, anyway? Maybe that's part of their problem, they were wasteful with their 5000% markup and didn't invest in their manufacturing and their production staff.