Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/17/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The transaction occurred online, on March 4th, 2025. I purchased a pen from them for $59.41. The pen arrived broken, so I reached out for an exchange. I have called and emailed them using the information provided on their website, with no acknowledgement or response from them. They have a 30 day return/exchange policy. I am seeking a full refund, or exchange with a working product. They company has failed to get back to me, and don't want the 30 day limit to expire.

  

  Business Response

  Date: 03/21/2025

  Dear ***** ********-
  Thank you for reaching out and for your request. We apologize for the delay in getting back to you. Our support team has emailed you a return label this week, free of charge of course. A full refund has been issued to you as well, you should see that reflected in your back account within 5-7 business days. Please let us know if there is anything else we can do at this time.
  Thank you,
  A.T. Cross

  Customer Answer

  Date: 03/21/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own two pens manufactured by the **** Cross Pen Company. Both pens that I own (as well as all pens currently being sold on their website) are advertised as having a lifetime mechanical warranty. Upon submitting my pens for warranty repair, and paying the $20 per pen processing fee, shipping the pens to their facility, I mistakenly input the wrong return shipping address. My order confirmation email was received 10/11/2024 at 1:57 p.m. Prior to shipping my pens to the company, I sent an email to their customer service (at 10/11/2024 at 1:59 p.m.) to correctly update my shipping address. On 10/11/2024 at 2:26 p.m. a response from customer service ***** was received stating that the address was corrected - the pens were shipped to their facility soon after. After the warranty repair was marked complete and tracking was provided around two weeks later, I noticed the pens were shipped to the incorrect address. I contacted customer service ***** via phone on 10/25/24 and was told she would look into it. I contacted via email on 10/28/24 asking for an update, and on 11/5/24 was informed that the information was updated and the pens were shipping to my correct address. As of 11/13/24, I have received no updated tracking for the new shipment, no response from customer service after requesting the tracking, and no pens have shown up at my correct address. After attempting again to call customer service, I am greeted with a message that states they are unable to take my call, and voicemail services are currently unavailable. There is also an auto attendant that states "[...] due to recent world events, we no longer offer repair services or replacement parts for any of our products. [...]". I am not sure if I am being ignored or if this is how all customers are treated, but I would like my pens repaired or replaced and sent back to me as soon as possible.

  

  Business Response

  Date: 11/26/2024

  Dear *** ******-

  
  You spoke with one of our customer service representatives earlier this week, and it seems a resolution was made.

  A no charge order was placed, and a gift card was issued.

   Thank you again for your support of A.T. Cross, we appreciate you.

  All the best,
  A.T. Cross

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a Cross desk pen with a lifetime mechanical warranty. The pen requires repair service that is covered by the warranty. When I contacted Cross by phone on May 17, 2024, the lady told me the company is "on pause" for repairs due to a backlog and that I should call back in one month's time. When I called again in early July, I was told they are still "on pause" and that I should check their website for when they will be accepting repair orders again. When I called them again on Sept. 17, 2024, the lady told me they are still "on pause" and do not have any target date for when they will be accepting repairs again. When I finally checked again on November 5, 2024, they are no longer "on pause," but they now tell me that they are charging a $20 handling fee for warranty repairs, which was not previously mentioned. After waiting nearly 6 months for them to come off their "pause," I'm now told they will charge me $20 to fix an old $25 pen.

  

  Business Response

  Date: 11/06/2024

  Dear *** ******-
  Thank you for contacting A.T. Cross.
  Thank you for your patience as we re-launched our lifetime mechanical warranty process. Please note that the $20 charge is part of our new policy for all warranty claims made by our customers.
  A.T. **********************

  Customer Answer

  Date: 11/06/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The business stated in its response that the $20 repair processing fee is new. I ask the company to respond to the following three items:

  1) When, exactly, was the fee instituted?
  

  2) Given that I asked for a repair under the lifetime warranty in mid-May 2024 and was told at that time that the company was too busy to process any new warranty repairs at that time, and given that I was led to understand at that time that the repair would be done free of charge once the repair queue was reopened, my repair should be processed free of charge.

  3) Furthermore, if the business did in fact already have a $20 fee when I made the request in May, they should have told me about the fee at the time so I would not have wasted many months waiting; I would instead have replaced the pen long ago. (I would obviously not have waited five months to spend $20 to fix an old pen that is not cost even $30 to replace.)
   

  

  Business Response

  Date: 11/08/2024

  Dear *** ******-

  We re-launched our warranty program in October of 2024. No one ever stated your repair would be done free of charge. Furthermore, we have always had a processing fee associated with our lifetime warranty program. We apologize this was not communicated to you back in May.

  Thank you,

  A.T. Cross

   

  Customer Answer

  Date: 11/12/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Yes, respectfully, somebody did say that. The lady I spoke with in your office in May 2024, who initially told me you were "on pause" said my repair would be covered by the warranty. Please allow me to ask you again: When did you institute the $20 fee? If you instituted it in October 2024 when you "unpaused" your repair service, then that is unfair because I reached out to you months before that requesting service. If it was before then, I would ask you how it can possibly make sense to charge $20 to repair an old pen that can be replaced for under $30.

   
  

   

  
  

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a Classic Century 23KT Gold Ballpoint Pen that was given as a gift by a good friend long time ago. It is one of their most expensive models. It was never used. When I retrieved the box from a drawer a couple of months ago and I tried to replace the refill, the pen fell apart. The two parts do not close as they are supposed to, leaving a gap in-between.I talked to the company and they refused to fix it without me paying money. I explained that the pen was never used and it was obviously defective. They were still asking for money even if they obviously sell defective products.

  

  Business Response

  Date: 10/17/2024

  Hello *********** *******-
  Thank you for your inquiry with A.T. Cross. I am sorry to hear that your Classic Century 23KT Gold Ballpoint Pen is not closing correctly.
  To assist you better, can you please send us an email at ***************************************** Please send any pictures or videos that you can of the issue you are having, and our customer service team will do everything they can to assist you.
  Please note our lifetime warranty policy is outlined here: *********************************************************************************
  
  Thank you,
  A.T. Cross

  Customer Answer

  Date: 10/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  

  I have contacted the company again through the email that was provided by the company in this BBB communication. Their customer service response was that I will have to pay $20. I insist in my argument that the product is defective. It was never used before and it broke down in the first effort to use it. It seems that not only the company provides defective products, but they also want to make some extra money by repairing their defective products. BBB has to do something about it because this amounts to fraud. My parallel step right now is to report this case to the **** ***************************** that accepts reports about "businesses that dont make good on their promises." They also "share these reports with [their] law enforcement partners and use them to investigate fraud and eliminate unfair business practices."

  Thank you

  Regards,

  *********** *******

   

   

  

  Business Response

  Date: 11/22/2024

  Dear *********** *******-

  Thank you for reaching out again. I understand that you received this pen as a gift quite some time ago- and I apologize that the pen is not working to your 100% satisfaction.

  At A.T. Cross we are proud of our lifetime mechanical warranty. Our policy is $20 for handling and processing fees for each WC filed.

  We assure that if it is a mechanical issue your pen will be repaired or a replacement/gift card will be sent to you.

  Please head to our website to file your warranty claim so our team can help make this right for you.

  Thank you,

  A.T. Cross

  Customer Answer

  Date: 12/03/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  This is a similar reponse (from an anonymous person) to what the business has said earlier. As I have already argued, it is unacceptable for a business that is "proud of our lifetime mechanical warranty" to sell defective products and then to require a fee in order to repair them. A quick seach on BBB records shows that there were multiple complaints filed in the last few years. This is a very telling evidence. Suffice it to say that the score of this bussiness at BBB is only one star (probably for the lack of a score of zero). Even if the company refuses to provide me with a brand new pen in a working condition (same model), it is of parampunt importance for BBB to alect consumers with what company they are dealing with.

  Thank you

  Regards,

  *********** *******

   

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given a Cross ************ set upon my retirement.Their Claim is that Cross ************ Sets are a "Writing Instruments are backed by a Lifetime Mechanical Warranty".In July I contacted them for warranty service I was told that they were not accepting Warranty Claims until their backlog was cleared and that I should contact them in a couple of months.I have been periodically checking their Web page for the required form. Their web page still states that they are not currently accepting Warranty Claims due to backlogs.A phone call to their office for **************** has a recorded message that states that they "No longer offer" warranty "Services or Parts" for their products.Their Sales and Advertising still claim "Lifetime Mechanical Warranty". They provide no other information and No human ever answers their **************** Line.If they still actually offer "Life Time Mechanical Warranty" there is no information of where or how to obtain it.They are Fraudulently promoting their "Nonexistant Product Warranty".

  

  Business Response

  Date: 10/03/2024

  Hello Mr. Schmitt-
  First and foremost- thank you for the support of A.T. Cross-
  we appreciate you tremendously.
  Regarding our warranty policy- we are in the process of re-launching
  our warranty claims website. Please check back within the next month to see if our
  warranty policy is back up and running at the website listed here: https://cross.com/pages/lifetime-mechanical-warranty.
  We look forward to servicing you soon.

• Initial Complaint

  Date:09/18/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Entered by BBB staff LO Consumer states he owns one of their pens which stopped working in July 2024. The pen has a lifetime warranty. He contacted the business multiple times and they kept telling him to try back the following month because their website was not set up and they could not do anything over the phone.

  

  Business Response

  Date: 09/19/2024

  We have paused our warranty process while we rebuilt our website. Otherwise the warranties would be backed up and customers would complain that we were holding onto their pens for too long.

  Therefore, we decided to not take new warranties until the warranty process on the new website was complete. 

  The website is making considerable progress but we don't know when everything will be back up.

  We assure our customers that our pens still have the warranty and we will honor that when we can, but we do not think customers want us holding onto their pen for 6 months. 

  Announcements ill go out when the warranty is back online. 

  Customer Answer

  Date: 10/01/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I called Cross Pen Company on 7/16/24 regarding the warranty on my defective Cross pen and was told to call in August because they werent set up to accept warranty claims.  So I called on 8/7/24 and was told the same thing, that is, they still werent set up to accept warranty claims, and to call back in September.  So I called on 9/18/24 & was told the exact same thing as I was told on my 2 previous calls.  Yet, I receive an email from Cross Pen Company at least once a week & sometimes twice a week offering to sell me a pen.                  It seems odd to me that a company in business over a century (founded in 1846) cant fulfill a simple warranty request in more than 2 months.                                                Hopefully you will be able to help me & others who are trying to get their warranty fulfilled.    Thank you!                        Sincerely,  **** ***** 

  

  Business Response

  Date: 10/07/2024

  Hello,

  We have been unable to accept new warranties because website rebuilds take many months to complete.

  We also completely revamped our warranty and needed to ensure the new process was set-up for success so that we don't upset our customers by taking too long to complete their warranty.

  I am happy to report that is just went live last week.
  

  Please visit ************************ to submit your claim.

  Customer Answer

  Date: 10/08/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:02/27/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My pen and pencil was returned IAW with their lifetime warranty. It was mailed Jan 15, 2024 and delivered Jan 20, 2024 according to **** (See shipping) and insured for $150. The pencil was returned because I could no longer get refills. The pen was returned because it was a set and I want them to match. I called to check the status Feb 8 and was told she would check and email me that day or the next. Nothing. On Feb 15 I wrote a letter to the **** No response (letters are attached). I called on February 27 to check the status. I was told it was not logged, because of staff shortage they do not return calls or emails. In all cases I've found A.T. Cross customer service less than accommodating and not particularly friendly. I've had A.T. Cross pen/pencils since the 1970s. One time in the 1980s I returned pen or pencil and it was promptly replaced. At the time I purchased the pen/pencil it was their more expensive set. With the service I've so far received I'm concerned nothing will be done. Hopefully the BBB can help getting it replaced. A.T. Cross is no help.

  

  Business Response

  Date: 02/29/2024

  Dear ******,

  First, I would like to apologize for the lack of correspondence you have received from Cross. That is not the experience we wish our valuable customers to have. 

  I have used this as an opportunity to correct certain actions within the customer service department, letting them know that, regardless of our staffing situation, we must make every effort to reply to emails, and that if they get bogged down, they need to communicate that with a manager to help find a resolution. 

  Regarding your pen and pencil set, first, our warranty services are currently taking upwards of 12 weeks, as communicated on our website. It is true we are currently short-staffed, which is why we do have a longer than average processing time. However, that does not excuse the lack of communication. I spoke with customer service today and they will be expediting your claim.

  After review of your set and the letter explaining the issue, it appears the items are not covered under our mechanical warranty. The warranty states All Cross writing instrument mechanisms are unquestionably guaranteed against mechanical failure, regardless of age. Mechanical failure is defined as a defective product or a product unable to function as a result of construction or workmanship when used in accordance with the Care & Use Instructions. Since the pen and pencils are still in operating order, and it is rather a Cross lead and eraser inventory issue, this would not fall under the parameters of mechanical failure. 

  Our inventory of pencil accessories and pencils in general will not be replenished until August. I invite you to save a copy of this message and email us in August. Once we have the inventory back in stock, we will happily send you some free refills. I will also make a note in your warranty claim that you will contact us in August for refills and they have the authorization to send them out. ****************************************

  Again, I do apologize for the lack of communication you have received from Cross, but I thank you for bringing to my attention.

  Sincerely,

  *******************************
  Director of ********************** and Consumer Relations. 

   
  

   

  Customer Answer

  Date: 02/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

  I do accept their response providing they return my pen/pencil to me.  There is no mention of this in their response.  

   

  

  Business Response

  Date: 03/04/2024

  Dear ******,

  Your pen is scheduled to be returned to you, shipping today.

  We missed the pick-up time on Friday, but it is shipping today.

  Your tracking # is 9400 1112 0621 0942 5131 22 through USPS.

  Thank you,

  ********

• Initial Complaint

  Date:10/30/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November 2022 I filed an online warranty claim and was given a claim ID#****. I mailed three gold filled pens, one in 1/20 14kt gold filled and two 1/20 10kt gold filled. Each pen was unique: one had my name engraved in it, one had a ***** Fargo stagecoach on the clip, and the other had a "1ST" bank logo on the clip. I indicated on the online form that the pens had sentimental value and wanted them returned. The mailing label had the claim# on it below the company name and above their address.I did not receive any notification, so in August 2023 I began emailing Cross. They were unable to locate my claim and asked for proof of delivery by tracking#. Upon providing the tracking number and date of delivery, they were finally able to to locate the claim under my wife's name (which was on the return address), under a new claim#****. I am puzzled why they did this as the original claim# was on the mailing label. Even though they had my mailing address, I never received any correspondence from Cross.Further, I was informed the pens could not be repaired and had been scrapped, this despite the obvious unique nature of each pen.I was offered a combined $475 credit to be used toward replacements, however, only one pen that I would consider is in stock - two are out of stock and the credit is a one-time use only. Though I appreciate the credit, the loss of the pens is a blow that is hard to put a value on.

  

  Business Response

  Date: 10/31/2023

  Dear Mr. ******************** allow me to apologize for the service you have received from Cross Pens. This is not the experience we want our valuable customers to have.

  I have researched your complaint and have worked with customer service to get more of the background story. I am unsure why you were given a new claim # and why you were told your pens were scrapped. We sometimes receive packages where the claim number gets torn or dirtied during transit. Unless there is an additional claim # or contact info inside, we use the return address to locate your original claim if names match, or we use it to create a new claim. However, you should have at least received a letter indicating what your claim status was. I have used this scenario as a case study with the team about contacting customers via to prevent this from occurring in the future.

  The **************** team does actually have two of your pens. They are looking for the 3rd pen. Unless the Warranty Claim form is marked with a "yes" under the heading "Is this sentimental" we do not save or return pens. Because yours was not marked indicating the sentimental nature, it was not returned. However, please know, that several months ago I made a change to this policy and updated the warranty claim form to be clearer. Especially because we cannot repair pens at this time, we are returning the majority of pens back to consumers. 

  We currently have your two pens with **************** as they search for the 3rd. If they cannot find the 3rd pen by the end of this week, they will send your engraved pen and the Well Fargo pen back with **** tracking # 9400111206209931465290. 

  And finally- we are in the process of converting all warranty coupon codes to electronic gift certificates. The coupon vouchers, as you know, can only be used once, but that does not mean you would lose the money on the credit. You would just need to contact customer service to increase your use count on the voucher. However, with the new E-gift card, you can use it until the value runs out. We are currently working with a web developer to fix a few other bugs we have on our website as well as create the coupon code.

  However- if you are ready to place an order using any monetary amount of your credit, we will be happy to place the order for you.

  Please contact us at **************************************** and indicate BBB Complaint ID# ******** as well as Claim #**** to place your order or for more information about the claims.

  Again, I greatly apologize for this inconvenience.

  Sincerely,
  

  ********
  Global ****************** and Consumer Relations 

   

  Customer Answer

  Date: 10/31/2023

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

  ********, AT Cross: Thank you for the additional information. I hope this case does lead to processes that will improve the level of customer service provided by **********************. I am relieved to know that two of my pens were located, and am hopeful the third will be as well. I can't imagine there are too many pens with a small "1ST" logo on the clip! I noticed that a few of your BBB responses seem to indicate simple repairs are being performed. I thought that reseating the threaded tubes inside two of the pens would have been a simple repair, as would freeing up the seized mechanism in the third. Regardless, if at some point in the future Cross can perform repairs of this type, I would appreciate being notified. Thank you again for your reply.

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 2, 2023 I spoke to "*****" at Cross Pens with respect to a warranty claim. I was given warranty claim # **** and was told to send the two pens (one of which was gold) and one pencil to Cross's address in ********** ** and to wait 12 weeks for the warranty repairs to be made. The three instruments were sent by **** on 3/3/2023. A check of the postal records for this shipment indicates that it was received by Cross at the address that "*****" provided, on 3/10/23 at 10:06 am. I contacted Cross by letter dated 8/8/23 and provided that information and a copy of the **** receipt and tracking information. To date I have received no reply from Cross even though they have had my two pens and one pencil for over six (6) months. The pens and pencil were engraved with my name/initials with one set gold plated and the other gold.

  

  Business Response

  Date: 10/11/2023

  Dear *******,

  First, allow me to apologize on behalf of the *************************** for the lack of response to your warranty claim.

  This is absolutely not the experience we want our valued customers to have.

  I spoke with ***** concerning your set. She was able to make some adjustments to one of the writing instruments, but not the other. She held onto the other item in the hopes it could be repaired by one of our other staff members. We no longer advertise pen repair and only make the repair when we are able. Otherwise, to honor our warranty, we have been providing customers with a coupon voucher for the value of their pen, which can then be used on Cross.com website.

  Because your item is clearly sentimental with the engraving, she wanted to provide a repair instead of a replacement. However, that does not dismiss the fact that you were not notified of the progress, and for that, I am deeply sorry. I will be reviewing the process and developing new procedures so that we inform our customers better on delays in processing. 

  If you would allow us to keep your set for just a little bit longer, I will move it up the priority list to get resolved ASAP. Otherwise, you can let me know that you would rather a coupon voucher for the value of the writing instrument that has not been repaired.

  Please note, our website is undergoing some maintenance and is not accepting the coupon vouchers for the time being. They will 100% be honored as soon as the bugs are fixed. We have a web developer working on the site now. 

  Kindly email me at ********************************* and we can get this resolved for you one way or another.

  Sincerely,

  *************;

  Customer Answer

  Date: 10/29/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Please be advised that the matter is still open and Cross is trying to amicably resolve this issue 

  

  Business Response

  Date: 11/06/2023

  **************,

  As discussed via email, the repair was completed last week.

  When we last spoke the repair was still pending, but it has now been completed and returned to you via tracking number 9400111206209397955700, which I see was delivered on the 4th.

  Thank you,

  *************;

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a fountain pen for warranty repair using the website on 4/25/23, paying a $20 processing fee, after a phone call the same day to confirm that warranty service was available. The pen was sent shipped the same day as claim #****. I received no further response, but confirmed that the pen was received both by the post office and the Cross website. Repeated attempts to contact Cross via the website form have gone unanswered for three weeks and the phone numbers do not answer and do not take messages.

  

  Business Response

  Date: 08/18/2023

  ******,

  I apologize for the delay in response. The gentleman that is able to repair your cap is on vacation this week.

  I will have a resolution for you by next week. If you do not hear from me, I invite you to contact our **************** via email instead of the phones at ****************************************.

  If you do call, please reference your claim #. I will make notes in the system to bring everyone up to speed. 

  Due to a staffing shortage I have had to turn off voicemails because we did not have the personnel. I have 2 recent hires and will be turning the answering system on once they have been on-boarded.  

  I sincerely apologize for this frustrating experience. It is not the experience we wish our loyal customers to have.

  I will be in touch next week.

  Thank you,

  ********

  Customer Answer

  Date: 08/21/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I was contacted by A.T.Cross on 8/13 with the following:

       I hope to have an update by tomorrow.
       We were waiting for one particular person to return to the office.
       He should be in today or tomorrow and I will be addressing his with him.
  
       One way or another, I will provide you with an update tomorrow with either the expected date of delivery,
       or expected date the pen can be serviced.

  That update has not yet occurred. The person who was supposed to return on 8/14 is now apparently on vacation for another week. 

  I will consider this matter resolved only when I receive the pen in return.
  
  Regards,

  ***

   

   

  

  Business Response

  Date: 08/30/2023

  Hi ******, 

  Apologies on the delay in the repair, but it is now on it's way to you.

  USPS tracking # is #**** **** **** **** **** 58.

  It will be picked up this afternoon with an expected delivery of Tuesday Sept. 5th. 

  Thank you,

  Cross