A.T. Cross CompanyReviews of cross.com

Thier pen construction is not worth the cost. This is amplified by the severe lack of customer support they offer. After owning many cross pens across thier lines of Townsend, Peerless to century II, and ballpoint, rollerball and even 8 fountain pens, I’m finished. There are much higher quality for the same price point they offer.

Sent them a request about a warranty replacement for a broken Cross pen of mine & still haven’t heard back, it’s been about a week.

Everytime I have bought or received a cross pen there is a peace of mind that if it breaks or something goes wrong they come with an amazing warranty … sadly this is not true. Recently, I contacted Cross and explained that the slider on the pen is so loose that it slides off the pen. I sent pictures and more details. I received a response saying it looks like this is covered under warranty, BUT unfortunately our warranty service is currently suspended/paused. I asked when it would be back up and running and the response was that there was no date in my mind, they are hoping soon. Soon? What does that mean and what’s the point of an awesome warranty when the company has paused warranty service. This is a joke and my recent experience with cross has been the antithesis of good customer service. Age old tale, of a big company thinking they don’t have to remember their roots or how they got where they are. I am already researching comparative brands. I will not being recommending a cross pen to anyone. The first time I contact across was mid May. They confirmed today (June 25) that it is still paused. Wish I could just pause my payments to places even though I guaranteed it, but that wouldn’t fly. As Consumers, we are accepting that they owe us less and we owe them more. I just read the thread below stating they don’t repair pens … I received an email today and a month ago, both stating they do repairs but their warranty service is paused for now. Anyone know of a good place to report this company for falsely advertising a warranty service that they don’t actually offer? It’s companies like these that get by because people don’t do enough to call them out. I have a good friend who works at one of the biggest publicly traded companies in Canada - they sell these pens. I will reach out to see if finding out the warranty is a sham will dissuade them to carry it any longer.

Thanks to trust pilot, I did finally receive an email from cross pens. However, they have still failed to refund me for the other pen I was charged for. I’ve called customer service and the representative was no help to me, as she did not understand that the discount was in fact applied to both pens, and therefore I should be refunded for the other pen I did not receive. Here’s the breakdown: I purchased TWO Calais fountain pens during during the 50% off Calais pen promotion. The subtotal for both pens was $90 before the discount. After the discount, I spent 43.05 Since I bought two pens, I’m figuring it ended up being more like a BOGO sale where I bought one pen at regular price and got the second one free, but since I only received one pen, I should’ve gotten 50% off the one pen. Bottom line is that I was STILL charged for TWO pens and only received ONE. Cross pens has improved (most likely to all of the negative reviews) in that there was actually a person answering the phone, but they are still not up to par of the standard of customer service they should be considering the price of their pens and the E number of years they’ve been in business.

My experience with Cross would have been totally tainted, and this review a total stinker, had it not been for fortune and an individual. After almost giving on Cross, I phoned one more time and actually spoke to a person rather than voicemail. That person was Dylan and was an unusual find, a customer service guy who who actually does what he says and follows through! I had two problems with Cross, and he brought resolution to both in short order. I hope Cross appreciate him, I certainly did!

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.

I got fed up waiting for my order (10 weeks) and not being able to get any response from A.T.Cross here in the UK, so I thought I'd try the head office in the USA. After my complaint my order was fast-tracked and arrived 3 days later. So - go to cross.com, then a window pops up asking for your country, choose USA, and a live chat window will appear - tell them your woes / problems and maybe they will help you too. Good luck! The only reason I've given two stars is because someone in the USA bothered to act. Service in the UK deserves none.