Cross Reviews

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!

I have emailed Cross in every way possible at least a dozen times, and have NOT GOTTEN ONE RESPONSE!
What has happened to Cross? I’m seeing nothing but horrible reviews all over the place, not for their pens which are great, but for their AWFUL CUSTOMER SERVICE. Who is the manager in charge at the main Cross office in R I? Whoever it is, they need to be fired immediately if not sooner. Cross used to care about its office and employees, and most of all CUSTOMERS! Not any more! It’s like knock knock, whose there? (Deafening Silence)!!! That is how everyone feels about Cross’s Customer Service. Maybe the entire office needs to be replaced? Who is supposed to be answering emails? Well I can tell you this, NO ONE IS ANSWERING ANY! Read your frickin ratings on your own site! Horrible! All 1 star out of 5. Wake up people at Cross before it’s too late and you can’t recover from this. Get a new office manager immediately!!! Get more people in the office if necessary. DO SOMETHING!

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’ve owned Cross Pens for over thirty years. Only twice in those thirty years I had to send a pen back due to mechanical issues. Cross gladly replaced them. However, and I believe this has something to do with the actual manufacturing of their writing instruments and refills- it shifted from the US to overseas. My last purchase of one of their pens was a rollerball about six months ago. I don’t use it very often, and to me, the ink ran out far too soon. If that wasn’t bad enough, I cannot get a refill. At first they were out of stock, and now they’ve been removed from inventory. I will not buy a new Cross Pen every time the ink runs dry. I am now shifting over to another brand of rollerball pen.

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.

I have been unable to buy refills for months so cannot use my pen. I have messaged the company on 3 occasions through their website and not had the courtesy of a response.
Cross used to be so good, but these days are awful. I'm sure there are a lot is customers like me that won't buy Cross products in future.

I ordered a pen November 2021 and received the wrong pen, it was meant as a gift so I had also ordered it engraved. I figured it would be no problem emailing and figuring out a way to correct the mistake but after a few months, two separate emails and multiple calls that were all dropped, I still have not heard back from their customer service department.

Terrible customer service - NOBODY ANSWERS their phones... Was on hold for 23 minutes today - was eventually disconnected.

I have tried various methods to contact Cross, including trying to contact the CEO, Richard Baird, and then finally out of pure frustration, I contacted the CEO of Cross Pens owners, Transom Capital Group. Not s single person has acknowledged or replied to my e-mails. Clearly their is a major issue with customer communication within Cross and Transom, and this obviously starts with the top executives.

I ordered an engraved pen 30 days ago and my order status has not changed nor have I been given an update. I understand covid delays but just want an estimate or update at this point and cannot get any kind of response. I have tried calling several times only to wait on hold and be hung up on once a representative finally answers. My email inquires have gone unanswered. I have disputed the charge with my bank and will never order from this company again.