Pen Manufacturers
A.T. Cross Company, LLCFind BBB Accredited Businesses in Pen Manufacturers.
Reviews
5 Customer Reviews
Review from Cory P
1 star06/20/2024
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 Response
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 from Raphaël D
1 star01/16/2024
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 from Justin C
1 star02/11/2023
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 Response
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.Review from Gary S
1 star06/10/2022
Terrible! Sent my Peerless 125 flagship pen to Cross for the 2nd repair of the same problem with the pen cap. Tracking says they received it on March 10, 2022. Their Warranty Claim status shows the pen has not been received. I've tried numerous times to contact, both by ************** I get absolutely zero response. They blame staff shortages due to *****. At this point most every company has found ways to deal with staffing & supply issues. So, kind of done with the ***** excuses.Any help that can be offered is greatly appreciated. I don't know what else to do.A.T. Cross Company, LLC Response
04/05/2023
Dear Mr. ********************* 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.
I have reviewed your account and see that we received in a Peerless Rollerball and that we had no replacement available. Your pen was returned to you with a $285 voucher on June 14th 2022. That voucher was then used on September 16th for a ******** and a ******.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.Again, I do apologize for the service you received at Cross. I am working to restore brand loyalty, one customer at a time.
Sincerely,
*************;
Review from Anthony C.
1 star05/13/2022
I have been a pen collector for 40 years and Cross is the worse company to do business with. I would advise anyone to stay away from cross and ******** as you will lose your money and not receive your pen.A.T. Cross Company, LLC Response
04/05/2023
Dear ****,
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.
I invite you to contact me at ********************************* so that we can get to the root of the issue and find a suitable resolution to hopefully restore your faith in Cross Pens.Sincerely,
********
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