A.T. Cross Company Anmeldelser 

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.

Similar to many others. I had a Cross pen (birthday present), which after 6 months it went faulty.

I used the lifetime warranty facility and sent the pen back using recorded delivery. The pen was signed for by Cross in Sept 2023 and since that time the pen has been with Cross.

I have emailed Cross multiple times, with various responses about waiting a bit longer, relocation of the offices needing more time. In recent weeks Cross have stopped responding.

One of the reasons for the purchase from Cross was the lifetime warranty (a gift you will be able use throughout your life).

I would not buy a Cross pen again, and I feel let down by the poor customer service of Cross.

If you live in the Uk forget the lifetime warranty it doesn’t exist nor doe the Uk Customer service

Used to be brilliant not any more

I passed on order on the website on March 13th. Money was taken from my bank account two days later. Since that day, nothing has changed. My order is still "in process" on the website. I have called several times the customer service. I only speak to someone once and the person told me, “we will look what happened, my manager will send you an email with explanations today”... I am still waiting. I also asked a friend of mine living in the UK for her help. She phones the customer service almost every day, and she can neither talk to someone, the answering machine message say “office is closed”
Avoid this company, they are not trustworthy

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.

Awful company. I have emailed several times as they have over £30 of my money from a non completed order from 19th April 2023, no response and do not answer telephone. Bunch of thieves so save your money. I will be leaving the same review on every platform I can find.
Order No: MA15068
Thank you for the refund at last. Just a couple of points to clarify:
I did receive the email on the 20th April and replied.....3 times by email and numerous occasions I tried to contact by telephone and never received an answer and the phone either was cut off or, via a recorded message, I was told I couldn't leave a message. So no customer service!!!
When I did make my order and up until now, at no point was I told either when checking out or subsequently, that the items were not in stock and I would not be receiving them. Wondering why, if they were not available, why some sort of communication was at least attempted to explain this.
As I say thank you for the gesture of goodwill for the inconvenience and the apology, oh wait, didn't even have the decency to do those things. Avoid!!!

Completely non-existent customer service in the UK. No email address and a number that takes you nowhere. If you pay the salary of the manager of the UK business in Luton, it's time for a performance review. They are losing you money.

I received very good customer support with replacing a pen. Above and beyond my expectations. Thank you so much!

I had the same experience as all the one star reviews of recent, but they now have a new lady employed to start resolving issues.

I am amazed that they have allowed such a famous name to wither away for so long. Just because a US president 'used one of their pens' can only carry you along for just so long....

This new girl (Jen) resolved my 15 month (yes 15 !) website malfunction over credit for a £170 gold propelling pencil which stopped working but the website malfunctioned and I had at least three employees who 'promised the world' but did not follow up, so I hope they have a clear out of a lot of 'middle management' who have been swinging the lead, it would seem.

Jen has given me the £170 (plus some) credit due on my gold pencil but their stocks are low at the moment, she said, but Jen has offered me 40% off the pen I want when it is available again which is a nice and well needed gesture.

So dont give up and Jen should get round to you soon and will 'sort you out' - subject to the low stock - she is on a mission.

All of the negative reviews have merit. I experienced all of the same issues but Jennifer Lacasse the Director of Global Marketing & Customer Experience did in three days what others could or would not do in 3 1/2 months, she had my old pens returned to me. Cross needs to hire more employees of Jennifer's caliber, employees who appreciate their jobs and realize that satisfied customers put food on their families table. If you don't want to work, stay home, don't bring your company down because you are worthless. Cross has had a very good reputation for many years and sells quality products. I hope they regain the trust of their customers.

No website stock, no real website, no customer interface. phones don't work, don't reply to emails. I have a very expensive set of gold pens that I have not been able to use for four years as I can't get refills or talk or email anyone who can help. The only refills you can buy are copies, but surely it's the genuine ink and refil that is supposed to be special. I'm sure this company must have gone bust but you can still buy pens from somewhere. Can anyone find a black medium rollerball refill, I can't

This is by far the worst company I have ever dealt with. You can never get customer service on the phone and even when you leave a message no one ever calls back. Recently, I placed an order for two pens and refills. I received the refills and never received the pens and their system says the order is complete. It is very sad because I am from Rhode Island and you want them to succeed. Also, have had issues with the quality of a recent pen I purchased for over $200. Sorry to say but I am done with Cross Pens.

It’s easy to focus solely on the negatives. From my perspective, AT Cross honoured their commitment to repair a pen of mine that had seen some years’ service. They, after changing their repair policy, did supply a replacement. Much to their credit in this day and age. Yes, it did take some effort on my part, and with the help of customer focussed staff, Jason Reis. Similarly, when purchasing Sauvage Special Edition pen, Ralph Adams was key to a quick sell. So I would echo, some of the comments below, but I do praise the staff for their support. I do hope whatever is causing their issues to be resolved soon. I suspect the market for pens, especially fountain pens, is a challenge.

I appreciate fountain pens aren’t to everybody’s preferred choice. But, I have to say, my replacement Townsend - Baily Style special edition, is very stylish and a good writer. Of the pens in my collection, including some expensive brands, the Sauvage special edition stands against the best, and the other Cross pens are good value, in my opinion at least.