A.T. Cross Company Avis 141

nearly 4 months after moderately good customer service and a promise of a replacement pen as mine couldn't be repaired. now 6 weeks later and also quiet. no pen and no response to any emails

It's extremely rare for me to write a bad review but this company is an exception! I requested a nib exchange for my fountain pen. So I sent the original one back in for another nib (that I also purchased). They sent it back saying, "Not returnable because nib was dusty" Are you kidding?! I barely laid a hand on that nib except for wrapping it up to send it back. And then they told me I have to send back the whole pen for a full refund. Why? For them to say that the pen is non-refundable because there's a "smudge?" So I'm left with 2 nibs that I paid for. I feel like I was robbed! To top it off, they haven't responded to any emails when trying to communicate with them for updates. Cross has become not even my last option to buy luxury pens. No longer shopping with them!

I have always had Cross pens and there was a fault with my last pen. Despite a delay with the central Customer Service Team, Margaret in repairs was fantastic and promptly acknowledged and resolved my enquiry. Excellent service and I will continue to use Cross! Thank you.

Ordered a pen and never received the item after over 4 weeks and still not received any communication back from them either. Ended up raising through PayPal and still no communication. Absolutely disgraceful and shocking service.
Scam do not bother using!!!

Was worried after reading previous comments but I have to say excellent service, very happy with order and customer service very helpful and attentive, lovely gift for special occasion.

Bought a new Fountain pen on the 16th December. Nothing ever received and no communication. Repeated attempts by me to email and phone them for an update but only ever got an automated response blaming COVID for delay. I’ve had to use PayPal resolution centre to get my money back. Read the reviews and AVOID AVOID AVOID!

Rubbish, took my money on the 30th December. As per the other reviews! Surprise, no product!
Six emails and not a single response, probably the worst customer service I've encountered. Stay a mile away !

Do you enjoy not receiving items you’ve paid for? Do you love being ignored by customer services? Then this is the company for you!

I ordered some refills and a new pen just after Christmas. They had a service update on their website saying delivery would be delayed by 7-10 working days. Given the current situation I, of course, understood this. Ten days came and went and I then called but it went straight to voicemail which I left and followed up by email. Got an auto response that it would be seven days for a response. I kept calling at different times of the day and every call went to voicemail and no response.

Eventually I called their corporate sales line and surprise someone answered! They managed to get an elusive customer services representative to call me back who said my order would be with me on Monday.

I then received an email on Sunday to say that my order had been cancelled so not sure what’s happening now. Company seems like a complete farce! Save yourself time and hassle and order from another, a better company. Parker or Waterman are great.

Worst Company to Deal with take your money and ignore you, i have two orders which one i need for a 50th Wedding Anniversary, I emailed i rang , they just dont give a Hoot, Id say the original owners must be turning in there grave,
Shame on you Cross Pens, This Bubble will burst trust me, Big Mistake Ignoring your Customers, I Would strongly recommend Looking at other Genuine, Honest Companies like Parker Etc.
Id Never use you this comapny , Stay away

I ordered an item from their website in the UK on the 03/01/2021, despite 4x emails no response and no sign of a delivery date. I have had to go to paypal to seek a resolution. I appreciate the issue with Covid, however, just an email saying there is a delay would be enough. Clearly this company has major issues in stock and customer service.

Doesn't follow export rules, charges UK VAT when shipping to EU countries and refuses to refund it although they properly declare the ex-Vat amount on the customs documents.
Avoid!

Have tried contacting customer service three times by e mail and no one ever answers the phone. If you are automatically answered you are told to hold and then then phone goes dead. Cross has my ballpoint that is 40 years old and I want it back. If you are not going to repair it send it back to me.

I bought refills for my Cross pens on 11th November. Never arrived and zero communication from company. Very disappointing. Woukd not recommend to anyone.

I bought a pen online on the 11th of November it is now the 10th of JANUARY. Calls and 4 emails later NO RESPONSE from this company. Completely ignore you but take your money and give you no product. AVOID AVOID AVOID! buy a Parker pen instead that’s what I should of done.

I paid for and sent a essentially new fountain pen for repair in March, 2020. At first, they claimed it was never sent when I did not hear from them. I sent tracking number and they "found" the pen but, despite at least 5 phone calls and 15 emails, I have not heard from Cross. I have waited on the phone as long as 30 min with no response other than their recorded response.
This is a company with a proud history of fine fountain pens but I will never purchase another one or recommend that my friends or family do the same.

Absolutely horrendous company! I placed a Christmas order and never received a shipping confirmation or the product. I sent an email and tried both of the customer service numbers, one was not found and the other needed me to pay before being connected. I had to open a claim with PayPal to get my money back, luckily PayPal ruled in my favour in just a few hours! Avoid like the plague!

I placed an personalised order on 12 December and was totally hopeless after i read all the reviews here. I called to customer service to ask about order and someone picked up on the first ring. The guy was super kind and helpful. Moreover I have received my engraved pen with an express delivery in this afternoon. Experiences may vary according to person, mine was outstanding.

Placed an order on 4 Dec .. after several calls and emails chasing the order ,had to just cancel the order as no follow up.. joke website. Will be anxious to see if/when I get my refund

I ordered a graduation personalised gift set for my cousin to be delivered to her. It was a shaky start with no email responses for 2 weeks (which is understandable under current circumstances and busy Christmas period) but after a few chasers they got my item delivered by priority post which was great!! Really pleased :))

Absolutely terrible, received a pen as a Christmas present which is unfortunately faulty. So far three emails have been sent over the last month with no reply and the customer services phone number does not work. Absolutely terrible service, avoid at all costs.