A.T. Cross Company Anmeldelser 

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.

I ordered 3 pens on the 15th of July for gifts at work, took my money £300!! Heard nothing since sent numerous emails I’m absolutely furious I will never use this company again.

Rip off merchants took my order on 1 July and took the money.....since then nothing sent them 4 messages got an instant auto reply 4 times to say they would let me know in 24 to 72 hours they would let me know. I have received nothing back.

A total disgrace.....I note they have not responded to any of the negative reviews.....wonder why that is??

Avoid them!!

Terrible customer service. I send a pen for a warranty repair more than a month ago. I pay in advance the service fee and the delivery charges. I try to contact them to know about the repair, and, apart the automatic email reply, I can't get any answer from them. Avoid it!

Terrible service - ordered a pen and pencil set for my sons graduation. Still hasn't arrived. Emailed, Customer services told me they had delays due to Covid (usual excuse, how come is other companies including those shipping internationally are coping, no issue in taking your order or cash) and some new systems issues. Advised packing slip and dispatch note was now printed and in warehouse - still waiting two weeks later. Pathetic... all in all 6+ weeks to get a pen and pencil set that 'was in stock' Won't be buying from them again. Sad used to be a fantastic company.

ordered something in december. had to call to get the first half of my order months ago. still havent recieved second half and it is september. I call, i wait for a half hour on hold and then the call ends. i mean come on

I have received the wrong item which I have sent back long ago. Have sent 3 e-mails chasing my refund. Have not received any reply in 3 weeks so far.

I know it's a Pandemic. But then why did they take my order and authorize my card.

The online order check using the order number just goes to a dead screen for two months now.

Customer service via email never responded and it's been over a month.

Got someone on the phone & they said my order should be shipped and she would get me a tracking code via email then hung up and never followed through.

Contact via social media was answered, but just a panacea, and no real response or firm answer about my order.

What a let down.

I have been able to receive no help at all from the supposed Customer Service at AT Cross. Sent a pen and pencil set in for repair. ($20). Never heard from the company even though I had confirmation from Post Office that the package was delivered. Tried emailing but no answer. Called after 2 more weeks but the gentleman on the phone said they didnt show having received anything from me but that the "lady" was backed up, sounds painful. Finally after 3 weeks I got someone on the phone that said the pen or pencil was fixed, couldnt figure out which, but the
pen(?) was back ordered for at least a month and hung up. What a poor excuse for a company they have turned into. Should have just spent the money on a new writing tool. Never again, so sad.

Worst experience I’ve had in a long time. Ordered a pen early December, said it would be delivered by christmas. Never came. For the past month I’ve been emailing and calling, and just now - after 4 weeks - was I able to get a refund. The guy confirmed it on the phone and then literally hung up on me.

My Cross multi-colour ball pen stopped working (mechanism jammed). The UK Cross representative advised me on how to return the pen for rpair. They couldn't repair it, but sent me a replacement (later model) with no fuss and a minimal admin. charge. They honour their lifetime guarantee, and the pens are excellent, in my view.

This is the worst company I have ever done business with. Said my order would be received within 5-7 business days. After two weeks I called and they said they had changed shipping methods and it was taking a little longer and that I should receive it in a few days. After a few days and no pen I called again as I did for the next six weeks. Still no pen and still no refund after cancelling the order over a month ago.

I placed an order November 24 and I have not received my order. I have tried calling several time, on hold for up to 30 minutes before giving up. I have also emailed with no response. The order status checker online also does not work. I was hoping to have my order before Christmas, but I doubt I will. I am very disappointed in Cross.

Placed an order via Cross website on 11/13. I ordered 1 pen and 3 pouches. I received the 3 pouches but no pen. I tried calling customer service but after almost 30 minutes on hold I hung up and e-mailed their customer service on 11/27. I kept calling customer service with the same long wait times. I email again on 12/10 with yet again no response. Finally last week they answered. I was told the pen was on back order that I should have received notice...I didn't. She informed me that a shipment was due in on Friday and they would ship me the pen via overnight to receive it on Monday. That never happened. I called yesterday and since she could not see if that dept pulled my order and shipped that she would need to take my number and call me back. I never heard back, I just called and explained my situation yet again, she too needed to call me back since she was going to contact the shipping dept to see if they could ship it out today. I am not confident that I will ever hear from anyone from Cross. This is the WORST customer service ever!! Buyer beware!

I sent an email requesting information about my order, no reply. Therefore I decided to give them a phone call, the first call it got cut off after 20 minutes waiting. So I had to call again and wait again for a long time. Today I am trying to call again about my order and I have been on hold for 50 minutes. I can't believe this company for the Holiday season, they can't provide more personnel to help their customers with their orders. Unbelievable, this will be the first and last time I do business with them. I think nowadays companies does not realize that customer service is very important for the business to be successful...that's my two cents...

i brought a fountain pen at an outlet and initially the piston was not functioning so they gave me a new one.
It is now about one year old and i use it very carefully as i love my fountain pens. Today the clip just snapped.
Spoke to customer service, they charge £6 for return post and we post it recorded and they will investigate to say whose fault it is.
Parker and Lamy does lot better service then these guys

Recieved as a present, failed within a day of use, replaced refill, failed immediately , complaint to Cross, received another refill, same problem.Cross offered to repair, replace for a fee, never known a company charge for repairing faulty goods, fee no doubt covers all their cost of just replacing the pen and they get to keep the rediculous price they charge for poor quality goods.
Many similar schemes where companies sell inferior goods at high prices and then charge high postage and packing fees to get goods exchanged therefore covering all there costs.

My partner purchased the ATX Pure Chrome Rollerball Pen as a gift for me. Nice pen but it has broken after only 4 months, loose lid and wobbly Clip. Very disappointing for such an expensive pen. Probably wouldn't buy again from Cross.

I love Cross Pens , I have bought them for years , very rarely does anything go wrong but the first time I had a problem with a pen , they just replaced , no fuss , I was amazed .
Since then I have had 2 other pens repaired at no cost .
I have bought them for many many years .
My favourite is the CROSS Edge Jet Black Rollerball Pen with Chrome Appointments incl .
I lose about 2 a year so I am always buying them .
When my clients enter into contacts with me and I am ask them to sign a document, they always comment on what a beautiful and different pen I have . If it is a good contract, I send a pen as a thank you , they always come beautifully package .
I would strongly recommend this pen . I will never change

The after sales service is second to none. Any problem with a pen is dealt with very quickly and with no fuss. I wish all companies were like this.