A.T. Cross CompanyReviews of cross.com

Poor Customer Service. Spoke to an operative over the phone and the experience was pretty underwhelming. Little engagement, discussion or explanation as to why ballpoint refills 8513 have not been in stock since my last purchase in April 2021. Was informed they were expecting the refills by June and to check their website then. Not particularly impressed with my dealings with AT Cross.

Absolutely superb customer service - I've been a fan of Cross Pens for years but never before had to avail myself of their warranty. Sadly a pen I had stopped working recently and I needed it repaired. I sent it in on Tuesday, it was back with me fully repaired and working perfectly by Thursday. Very, very impressed both by the time frame and quality of the repair and the communication from their Luton office.

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.

Terrible customer service - NOBODY ANSWERS their phones... Was on hold for 23 minutes today - was eventually disconnected.

I have tried various methods to contact Cross, including trying to contact the CEO, Richard Baird, and then finally out of pure frustration, I contacted the CEO of Cross Pens owners, Transom Capital Group. Not s single person has acknowledged or replied to my e-mails. Clearly their is a major issue with customer communication within Cross and Transom, and this obviously starts with the top executives.

I ordered an engraved pen 30 days ago and my order status has not changed nor have I been given an update. I understand covid delays but just want an estimate or update at this point and cannot get any kind of response. I have tried calling several times only to wait on hold and be hung up on once a representative finally answers. My email inquires have gone unanswered. I have disputed the charge with my bank and will never order from this company again.