A.T. Cross CompanyReviews of cross.com

I have had a blue lacquer Cross ballpoint pen for a few years, which was a really nice pen, but then the lacquer started to come off. When i tried to contact Cross to avail of their 'lifetime warranty', the service was non-existent. No responses to emails other than the standard automated response, no answers to phone calls to Irish customer service. Eventually i got in touch with someone who sent me a link to their website to fill in the warranty form, only to find that when i click on the link, i get a message to say because they have so many repairs (and due to COVID), they are not taking any more now and to try again later... - this was in May and having tried again now in June, i get the same message. Bottom line - the customer service is poor, they obviously have many failures and the lifetime warranty is therefore worthless (at least for me).

I sent my silver cross fountain pen. I have the receive receipt from the post stating they received my pen 3 months ago. I have called and emailed to no avail. They basically STOLE my pen. I am filling a complaint with the BBB. This company is now terrible and apparently stealing pens from consumers.

I ordered an engraved rollerblading pen on 18th Mat, as a retirement present for an employee. Despite calls and emails, no answers and no sign of pen. I have bought a second pen to have a gift to give. Cross are deplorable, no answers to emails, call the number and call gets dropped and tracing no has no status. What the hell is going on?

I sent a pen in for repair 3 months ago. I have received a confirmation that my pen was received but nothing else. I finally emailed them asking for the status of the repair. After several days I received a response stating that they had received my email and that they would be able to respond in 4 TO 6 WEEKS! That's 4-6 weeks to respond to my email NOT getting my pen back! I'll never buy another Cross product!

I have emailed Cross in every way possible at least a dozen times, and have NOT GOTTEN ONE RESPONSE! What has happened to Cross? I’m seeing nothing but horrible reviews all over the place, not for their pens which are great, but for their AWFUL CUSTOMER SERVICE. Who is the manager in charge at the main Cross office in R I? Whoever it is, they need to be fired immediately if not sooner. Cross used to care about its office and employees, and most of all CUSTOMERS! Not any more! It’s like knock knock, whose there? (Deafening Silence)!!! That is how everyone feels about Cross’s Customer Service. Maybe the entire office needs to be replaced? Who is supposed to be answering emails? Well I can tell you this, NO ONE IS ANSWERING ANY! Read your frickin ratings on your own site! Horrible! All 1 star out of 5. Wake up people at Cross before it’s too late and you can’t recover from this. Get a new office manager immediately!!! Get more people in the office if necessary. DO SOMETHING!

I have several Cross Pens all of which use the same refills. These refills have been unavailable for many months via any outlet. I have unusable pens sat on my desk which cost £1000 plus and Cross seem uninterested. I will vote with my feet when buying pens in future either for myself or as gifts to customers.

I have been unable to buy refills for months so cannot use my pen. I have messaged the company on 3 occasions through their website and not had the courtesy of a response. Cross used to be so good, but these days are awful. I'm sure there are a lot is customers like me that won't buy Cross products in future.

I ordered a pen November 2021 and received the wrong pen, it was meant as a gift so I had also ordered it engraved. I figured it would be no problem emailing and figuring out a way to correct the mistake but after a few months, two separate emails and multiple calls that were all dropped, I still have not heard back from their customer service department.