A.T. Cross CompanyReviews of cross.com

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?