Cross Reviews

I tried to order Cross refills for my handmade ballpoint pen back in April this year. The correct refill was not listed on the website so I e-mailed to find out when the refills were likely to be back in stock. Eventually I received a reply stating that the refills were expected in mid-June 22. I've checked the Cross web site regularly but still not in stock. No reply to a further e-mail sent in early July 22. Sorry, A T Cross, you've lost a customer...

Ordered an engraved pen on 28th July in good time for a 60th gift. Order is still processing. I have called twice and still no further forward. The birthday has now well and truly passed. Emails return an auto response of up to 6weeks for a reply. Seriously?! Absolute cheek to charge £9.95 delivery too. Remember when Cross had a good name as a reliable reputable company? All they are doing now is failing to deliver on their side and failing customers. They need to stop accepting orders online that they are unable to fulfil within the stated time frames. It’s unfair and misleading

I am wondering if the company has ceased trading as they do not respond to my emails and the office is always closed when I try phoning during normal office hours. I placed an order back in May and have heard nothing since apart from an initial confirmation email.

I have had a blue lacquer Cross ballpoint pen for a few years, which was a really nice pen, but then the lacquer started to come off. When i tried to contact Cross to avail of their 'lifetime warranty', the service was non-existent. No responses to emails other than the standard automated response, no answers to phone calls to Irish customer service. Eventually i got in touch with someone who sent me a link to their website to fill in the warranty form, only to find that when i click on the link, i get a message to say because they have so many repairs (and due to COVID), they are not taking any more now and to try again later... - this was in May and having tried again now in June, i get the same message. Bottom line - the customer service is poor, they obviously have many failures and the lifetime warranty is therefore worthless (at least for me).

I sent my silver cross fountain pen. I have the receive receipt from the post stating they received my pen 3 months ago. I have called and emailed to no avail. They basically STOLE my pen. I am filling a complaint with the BBB. This company is now terrible and apparently stealing pens from consumers.

I ordered an engraved rollerblading pen on 18th Mat, as a retirement present for an employee. Despite calls and emails, no answers and no sign of pen. I have bought a second pen to have a gift to give. Cross are deplorable, no answers to emails, call the number and call gets dropped and tracing no has no status. What the hell is going on?

I sent a pen in for repair 3 months ago. I have received a confirmation that my pen was received but nothing else. I finally emailed them asking for the status of the repair. After several days I received a response stating that they had received my email and that they would be able to respond in 4 TO 6 WEEKS! That's 4-6 weeks to respond to my email NOT getting my pen back! I'll never buy another Cross product!

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.