Reviews

Review Details

• Review fromTeddy B

  Date: 03/25/2025

  1 star
  By far the WORST customer service experience I've ever had. It was impossible to get customer service to respond to my product complaint (brand new pen exploding in my shirt pocket-destroying my ****** Brothers dress shirt and Patagonia vest). After numerous calls and emails, their customer service director, ******** offered a $100 gift certificate and a new pen even though this was well below the $300 my dress shirt and vest was worth). Then he rescinded that weak offer and told me this was ******'s problem. I asked numerous times to have an executive from Cross to call me-which they refused to do. Cross pens does not support customers and does not back up their defective products. A horrible company.

• Review fromCory P

  Date: 06/20/2024

  1 star
  I submitted 2 vintage pen/pencil set (one gold one silver) 3 months ago for repair. I have received zero understanding or confirmation, all numbers and emails I contacted have been ignored. I paid the fees for handling and shipping... Feels like I threw these pens and my money away. I could not be more disappointed.
  

  A.T. Cross Company, LLC

  Date: 06/25/2024

  Hello,

  Can you please share with me your claim # so that I may look this up for you?

  Please also share your email address so that I may better assist you.

  We have a backlog of warranty claims we are working throguh. We have recently paused all new claims so that we can work through this backlog first.

  Your email address will allow me to search our emails to see what we received from you in inquiries of your claim. I am concerned about that and want to understand if it is a system issue or not. 

  Thank you. 

   

• Review fromRaphaël D

  Date: 01/16/2024

  1 star
  Their website is broken for more than 2 years and they don't care at all every time you tell them about it, they only care about big businesses orders and the president. Also won't answer questions and just straight up stops answering.If you want to order a pen and you're not the president you must go to distributors because Cross doesn't care about their "could become" customers. If you want a great pen, good customer service and a working website to order something, go see Mont-Blanc, Caran d'Ache, ******, ******** or any other brand.

• Review fromJustin C

  Date: 02/11/2023

  1 star
  Purchased a Tech 4 from A.T. Cross. I really enjoyed the pen, but the mechanical pencil had a failure. I reached out to Cross regarding their lifetime mechanical warranty. They responded after a day or 2 and had me send in the pen for repair or replacement (August 2022). Four months later, the response was that the pen could not be fixed and they also were not longer making that pen. I was given a warranty code and subsequently utilized the dollar amount to purchase some new pens from Cross. The first order bounced back immediately as I was informed that the items were "out of stock and we do not know when we will have them back in stock". I placed another order on 12/23/22 and received confirmation. It is now 2/10/23 and I have yet to receive the order, yet it is listed as "complete" on their website with no tracking number provided. I have emailed **************** on 2 separate occasions (1/15/23 & 1/23/23), went through their website customer service page, and called (left a voicemail, never received a return call). I have yet to receive any type of response from this business regarding order #********. The warranty amount for the items purchased was $125. So, not only did I purchase an overpriced pen, but they took the pen back and then never fulfilled my newest order based on the warranty claim they provided to me. Unfortunately, I'm out what I initially paid for their item, only to have to look elsewhere because the **************** and quality of item are one and the same: atrocious. I strongly urge, and will continue to do so, that no one use this company now or in the future.
  

  A.T. Cross Company, LLC

  Date: 04/05/2023

  First, allow me to apologize for the service you are experiencing with Cross. That is absolutely not the experience we wish our customers to have.
  
  I have recently taken over customer service and am committed to addressing these pain points with valuable customers such as yourself.
  

  Could you please contact me at ********************************* with the review code ****** in the subject line so that I can find a suitable solution for you? 
  
  We know that providing excellent customer service is essential for building strong relationships with our customers. That's why we're always looking for ways to improve our processes and make sure our customers have the best possible experience.

  One of the changes we're making is to increase our training programs for our representatives. We want to make sure that every representative has the knowledge and skills they need to provide top-notch service to our customers.
  
  We're committed to providing the best possible customer service, and we hope these changes will make a real difference in your experience with us.
  Thanks for choosing Cross and I hope we can regain your trust in the future.