A.T. Cross Company Reviews 140

I also submitted this review on the A.T. Cross website, but it was not published.

I’ve been working with A.T. Cross customer service for over two months regarding a defective fountain pen (leaking, scratchy nib, and inconsistent ink flow).

During that time, I:

-Provided multiple sets of photos and videos
-Followed all troubleshooting steps requested
-Waited weeks for a replacement converter, which did not resolve the issue

The pen still writes briefly before drying out, and ink flow remains unreliable.

Communication has now stopped entirely. My most recent follow-up requesting resolution has received to response.

After more than two months I am still without a working product or a meaningful resolution. Given the reputation of the brand, this experience is particularly disappointing.

AT Cross doesn't stand by what they say in their emails. I ordered an expensive pen for my dentist and I called 2 days after I made the order, to make an adjustment. I was told they couldn't do anything about it, since the order has already been sent out and it would take 2 weeks to complete. It has been over 2 weeks since I placed my order, thereby giving them plenty of time to make the adjustment in urgently needed. DO NOT SPEND YOUR MONEY ON THIS COMPANY!!!

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.

Ordered a pen for a Christmas gift. The pen was ordered on 30th of November for Christmas which is a reasonable delay. We're the 14th of Jan and still no sign of the pen, the tracking says it has been shipped and that's it.
Customer service provided no help, I managed to get one person over the phone who gave me zero information or help.
Not buying a single thing from Cross ever again.

Customer service chased us for payment several times even though we had paid. submitted proof of payment. Have emailed several times since to check all is ok. No response whatsoever. Especially as they said they had put our account on hold until payment was received. Will not be buying from them again. Terrible customer service.

Used to be a great company but now the quality is terrible. Had pens for 30 years.

Just got 2 new pens both were faulty and they make you pay $20 for inspection under warranty and pay for postage.

Avoid and buy your pens elsewhere.

Similar to others I have tried to contact Cross (a voice message, two online forms and three emails) and haven’t had a reply. I’m now stuck with a pen I don’t want. Avoid

This company deserves its poor reviews. I ordered a pen with initials engraved on it. It arrived without the engraving which was the whole point as it is a special birthday present! I have tried telephoning, emailing, contacting customer service to no avail. I will have to buy another pen from a different supplier and get it engraved. What a waste of money! Never use this company - buy its products elsewhere.

Solid pen, best value, 2 years now same pen
I have had and tested rather a few, unlike most modern humans, I still write daily. And on occasion i have vented some frustration with the pen in hand.. let me say its durable. Ink lasts very long. Great design and weight/feel. No need for all the bad reviews, the value and build is excellent.

After multiple attempts at resolving my pen stylus issue with customer service, I am leaving this review and calling it a day. I really appreciated the cross pen I was using however the stylus kept disintegrating and unable to find any replacement stylus, I resorted to buying two additional new pens over the past couple of years, each experiencing the same problem after 6-8 months of use.

This company has no shame. I have been trying to get a simple repair or replacement cap for my pen since January! I have tried to get some action on countless occasions. The company does not invest in providing any kind of decent customer service. I've never known such a lack of professionalism.

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.

I am absolutely disappointed and really shocked by the extremely poor service from your company!!!

I ordered and paid for a pen on 18 March with the promise that it would be delivered within 5-7 days.

After 7 days I checked the order status with your customer service on 26 March and was told that the pen would be dispatched shortly (next Thursday).

The pen still hasn't arrived and I have sent three more emails to the customer services - 02 April , 07 April and 11 April - WITHOUT receiving a reply.

The pen was delivered on 19 April. Almost 5 weeks after ordering... I have not received any information from Cross about the delivery.

The Highlight: I only received the parcel after I had to pay €42.14 customs duty (i live in germany)!!!! It is unbelievably cheeky to simply pass these costs on to the customer without informing them in advance. I would NEVER have placed an order under these circumstances!

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.