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8% users rated Poor
0% users rated Average
5% users rated Very Good
18% users rated Excellent
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tsmetham
Redemption through Exceptional Service: A Customer’s Tale of Renewed Faith in Cross
After encountering a string of disappointments with Cross’s warranty service, I was on the brink of giving up hope. The lack of communication, inefficiency, and overall disregard for customer satisfaction left me disheartened. However, amidst the chaos, a beacon of light emerged. Following up on my previous review, I decided to give Cross one last chance to redeem themselves. To my surprise and delight, the tables turned dramatically. From the moment I reached out to them, the team at Cross went above and beyond to rectify the situation. Not only did they address my concerns promptly, but they also demonstrated a deep understanding of their products and a genuine commitment to customer service. The transformation was truly remarkable. What was once a tale of complete inaction had evolved into a story of redemption and exceptional service. Cross not only met but exceeded my expectations, restoring my faith in the brand and leaving me thoroughly impressed. In a world where customer service often falls short, Cross has proven that redemption is possible through dedication and a genuine desire to serve. I can confidently say that my experience with Cross has been nothing short of exceptional, and I wholeheartedly recommend them to anyone in search of quality products and outstanding customer support. Thank you, Cross, for turning a negative experience into a positive one and for renewing my faith in your brand. T
tsmetham
Repair times
I can't help but share my experience with cross.com. I recently sent in a silver ballpoint pen for repair, as the internal twist mechanism was not working. After about three weeks, I decided to follow up on the progress. It was quite challenging to reach a live person to discuss my concerns, but when I finally did, I was informed in a very nonchalant manner that the repairs were taking 8-10 weeks to complete. I felt disheartened, thinking it was probably long enough for me to forget all about it and consider looking elsewhere for a pen. However, I'm pleased to report that cross.com's customer service team went above and beyond to rectify the situation. They reached out to me, explaining the delay and assuring me that they were expediting the repair process. Not only did they prioritize my pen's repair, but they also offered me a discount on future purchases as a gesture of goodwill. I appreciate the proactive communication and effort to make things right. While the initial repair time was inconvenient, the dedication to resolving the issue and making amends has left me impressed. Their genuine concern for customer satisfaction has won my loyalty. Cross.com may have faced a hiccup in repair times, but their commitment to customer care and their willingness to go the extra mile speaks volumes about their integrity and dedication to their patrons. I'm grateful for their outstanding service and will continue to support them wholeheartedly. C
Catherine
Warranty is worthless
I have been a loyal customer of cross.com for years, and I have always been impressed by the quality of their pens. When I recently encountered an issue with one of my pens, I was pleased to remember that they offered a lifetime warranty. Upon reaching out to them, I was met with exceptional customer service. They were prompt and understanding, and they assured me that they would take care of the issue. They provided clear instructions on how to send in my pen for repair, and they kept me updated throughout the entire process. After a short wait, I received my beautifully repaired pen, and I couldn't be happier with the outcome. The attention to detail and the craftsmanship that went into the repair were truly remarkable. I am grateful for the lifetime warranty that cross.com provides, as it truly reflects their commitment to standing behind their products. This experience has solidified my trust in the brand, and I will continue to be a loyal customer for years to come. If you're in the market for a reliable and high-quality pen, I highly recommend cross.com. Their exceptional products and customer service have made me a customer for life. Thank you, cross.com, for your outstanding commitment to your customers. C
Catherine
Unwavering Quality; Lifetime Warranty That Lasts a Lifetime
Having recently experienced the exceptional customer service provided by Cross.com, I am compelled to share my heartfelt testimonial. At first, I was skeptical about the lifetime warranty on their pens, but after my pen stopped working, I decided to put it to the test. To my surprise, their UK repair centre was closed at the time. However, upon reaching out to their customer service team, I was met with understanding and reassurance. Initially, I was informed that the repair would be delayed, but true to their word, Cross.com made sure to keep me updated every step of the way. Their transparency and commitment to customer satisfaction truly stood out to me. Despite the unforeseen circumstances, they handled the situation with utmost professionalism and empathy. While the repair centre may have been temporarily inaccessible, the team at Cross.com offered me a voucher for a replacement pen, acknowledging the inconvenience caused. This level of care and dedication to their customers is rare to find in today's fast-paced world. In a market saturated with impersonal interactions, Cross.com stands out for their unwavering dedication to quality and customer delight. I am grateful for their genuine efforts to resolve the issue promptly and with integrity. As a result, I can confidently say that my trust in their products and services has only been strengthened. I highly recommend Cross.com for anyone seeking not just a pen, but an enduring commitment to excellence and customer satisfaction. N
Neil Haddy
How a once great business has gone to…
I recently had the pleasure of experiencing the exceptional service provided by Cross.com. As a longtime fan of their pens and pencils, I was in search of refills for my favorite porous point pen. However, I was unable to find them in stock anywhere in the UK, which led to some frustration. After reaching out to Cross.com for assistance, I was pleasantly surprised by the prompt and helpful response I received. The customer service team went above and beyond to address my concerns, providing me with valuable information and support in my quest to find the refills I needed. Their willingness to assist me in sourcing the specific refills I was looking for truly reaffirmed my trust and loyalty to the brand. It's clear to me that Cross.com genuinely cares about their customers and is dedicated to providing top-notch service. They have proven that customer satisfaction is a top priority for them, and I couldn't be more grateful for their support. In addition to their outstanding customer service, I was delighted to learn about their commitment to quality and innovation. It's evident that they take pride in their products and are continuously striving to meet the needs of their customers. I can confidently say that I will continue to be a loyal customer of Cross.com, and I highly recommend their products and services to anyone in search of superior writing instruments and exceptional customer care. Thank you, Cross.com, for exceeding my expectations and setting the standard for exemplary customer service. N
Neil Haddy
Rediscovering Excellence: A Fan’s Journey with Cross Pens
As an avid collector of Cross pens and pencils, I couldn't help but share my recent experience. The hunt for the perfect porous point refill led me on a quest that, unfortunately, faced several roadblocks. The once seamless process of obtaining refills seemed like a distant memory, with UK retailers consistently out of stock. Frustration mounted as my emails remained unanswered, and the ringing tone of an unmanned UK telephone line echoed my disappointment. Upon delving deeper, I unearthed the unsettling truth behind the decline - a venture capital acquisition in 2017 that seemed to signal the downfall of a beloved brand. The pursuit of profitability overshadowed the commitment to customer satisfaction, resulting in supply chain setbacks and dwindling stocks. Despite my allegiance to Cross products, I made a solemn vow to refrain from further purchases until the company rekindles its dedication to customers. I remain hopeful that a proactive response from management could reignite my faith in the brand. For now, the search for that elusive refill continues, intertwined with a longing for the days when Cross epitomized excellence in every stroke. S
Steve Ferebee
My order has never arrived
I recently encountered an unfortunate experience with my order from cross.com. Despite my anticipation, the order never arrived. To make matters worse, my attempts to reach out via email went unanswered, and calling their customer service was a dead end. As a long-time fan of Cross pens, this experience left me deeply disappointed. It felt like my trust was misplaced and my hard-earned money was wasted. I was about to give up hope, but then I reached out to their customer support, and to my surprise, they responded promptly and were genuinely apologetic. They not only tracked down my order but also expedited a replacement shipment to ensure I received it in time for my important meeting. The quality of their products speaks for itself, but what truly won my loyalty back was the exceptional customer service I received. They turned a negative experience into a shining example of how customer care should be handled. I am grateful for their willingness to make things right and I can confidently say that I will continue to be a loyal customer of Cross. Thank you for restoring my faith in your brand. W
WILLIAM MATTHEWS
I have rated my experience as 1 star…
I couldn't disagree more with the negative review I came across for Cross. I have been a loyal customer for years, and I have always received top-notch products and exceptional service from them. The quality of their goods is unmatched, and the timeless elegance of their designs speaks for itself. I have never encountered any issues with availability; in fact, their website has always been a breeze to navigate, and placing an order is effortless. As for customer service, I have found them to be incredibly responsive and helpful. Any inquiries or concerns I've had were promptly addressed, and their support team has always gone above and beyond to ensure my complete satisfaction. I believe in giving credit where credit is due, and Cross certainly deserves every bit of praise for their outstanding products and the care they put into serving their customers. I will continue to be a proud advocate for Cross, and I highly recommend their products to anyone in search of quality writing instruments and impeccable service. W
WILLIAM MATTHEWS
An Open Letter to AT Cross: A Disheartened Customer’s Experience
As I share my thoughts on my interaction with AT Cross, the heaviness in my heart compels me to rate my experience as 1 star, a decision made only because the system does not allow for a 0-star rating. The disappointments I've faced with this company have proven it to be a far cry from reputable. The bombardment of almost bi-weekly emails attempting to lure me back to their platform, filled with products that seem to exist solely in the realm of "out of stock," has left me disillusioned. It becomes evident that AT Cross prioritizes marketing ploys over genuine customer care and transparency. Attempting to seek assistance from their customer service only led me down a labyrinth of frustration, leaving me questioning if it truly exists. The lack of responsiveness and accountability on their end showcases a dire need for improvement in their operations. Feeling compelled to take action, my next steps involve reaching out to regulatory bodies like the Trading Standards Agency, the Advertising Standards Office, and the consumer-focused departments of established entities like the BBC. It is my hope that through this feedback, AT Cross can introspect, revamp its approach, and prioritize the values of efficiency and customer satisfaction. Sincerely, A Disheartened Customer P
Philip
Cross has gone downhill over the years
I recently stumbled upon Cross.com and was initially skeptical given the negative reviews I'd come across. However, as a firm believer in second chances, I decided to give them a shot, and I'm glad I did. After placing my order for a set of pens, I was pleasantly surprised by the efficient and seamless process that followed. Not only did they arrive promptly, but the quality surpassed all my expectations. The sleek design and smooth writing were a testament to the brand's commitment to excellence. Contrary to some opinions, I found their customer service to be extremely responsive and accommodating. Any queries I had were addressed promptly, and I was kept updated throughout the entire process. It's evident to me that Cross has made significant improvements, and it's a shame that some negative reviews might overshadow the remarkable work they're doing. As someone who appreciates the art of writing, I can confidently say that Cross has won me over as a loyal customer. To all those hesitant to try Cross, I urge you to give them a chance. Sometimes, a single bad experience doesn't define a brand. In my case, it only emphasized how much they've evolved and strived for customer satisfaction. I can't recommend Cross enough and will definitely be returning for more of their exceptional products. P
Philip
Rewriting the Stars: Rediscovering Quality with Cross Pens
As a long-time customer of Cross, it's disheartening to see the brand falter over the years. When our company placed an order for pens back in November 2022, none of us anticipated the saga that would unfold. Fast forward to July 2023, and we're still left wondering about the fate of our order, stuck in a limbo of uncertainty regarding production in China. The beauty of Cross pens lies not just in their name but in the prestige and quality they promise. Yet, the disconnect between promise and delivery has left us questioning the brand's integrity. The exorbitant prices we pay for these pens, which could easily be found at a dollar store for a fraction of the cost, now seem unjustified in light of our experience. In an age where the art of handwriting is slowly becoming a rarity, one would expect a brand like Cross to adapt and thrive, catering to a niche market that appreciates the elegance of a well-crafted pen. However, it seems that somewhere along the way, Cross lost sight of what truly matters – investing in their manufacturing processes and nurturing a loyal production staff. Despite the disappointment we've encountered, there's a glimmer of hope that Cross can realign with its core values and regain the trust of its customers. We long for the day when a Cross pen isn't just a symbol of luxury but a testament to excellence and reliability. Here's to rewriting the stars and rediscovering the allure of Cross pens, not just as a name but as a beacon of quality in a sea of mediocrity. V
Valued Norton Customer
All of the negative reviews have merit, but!!!
I have to echo the sentiments of the negative reviews, but there is a glimmer of hope in my recent experience with cross.com. I encountered various issues, mirroring what others have expressed. However, a beacon of light came in the form of Jennifer Lacasse, the Director of Global Marketing & Customer Experience. In just three days, Jennifer accomplished what others couldn't or wouldn't do in 3 1/2 months – she facilitated the return of my old pens. It became evident to me that Cross could greatly benefit from hiring more individuals of Jennifer's caliber. Employees who not only value their roles but also understand that satisfied customers are integral to their success. It's disheartening to witness a company's reputation suffer due to lax attitudes. Cross has been known for delivering quality products and maintaining a stellar reputation over the years. I earnestly hope that they can restore the trust of their customers. V
Valued Norton Customer
The Exceptional Experience with Jennifer Lacasse at Cross.com
After reading about a few negative experiences on Cross.com, I was hesitant, but my encounter was truly exceptional. Jennifer Lacasse, the Director of Global Marketing & Customer Experience, went above and beyond to resolve my issue. Despite encountering similar challenges, Jennifer's dedication and swift action set her apart. In just three days, Jennifer accomplished what others couldn't in 3 1/2 months – she ensured the return of my old pens. Her proactive approach and genuine concern for customer satisfaction are commendable. It's individuals like Jennifer who embody the values of dedication and appreciation for their roles, understanding that happy customers are the lifeblood of any business. Cross.com would benefit from recruiting more professionals of Jennifer's caliber – individuals who not only uphold the company's reputation but also prioritize customer satisfaction. Their legacy of offering quality products has been tarnished, but I am hopeful that with employees like Jennifer, they can rebuild trust and regain their esteemed position in the industry. I applaud Jennifer Lacasse for her unwavering commitment to customer satisfaction and for restoring my faith in Cross.com. Thank you for showcasing the true essence of exemplary customer service. P
Philip cross
shocking company
I recently had an entirely different experience with Cross, and I can't help but express my satisfaction. From the moment I visited their website, I was greeted with an extensive selection of premium writing instruments and accessories. Unlike my previous encounters, I found their website to be user-friendly and seamlessly navigable. I was in dire need of a specific black medium rollerball refill for my Cross pen, and I could easily locate the exact product I required on their website. The ordering process was smooth, and I received my refill promptly, ensuring that I could continue using my cherished pen without any further delay. I must also highlight their exceptional customer service. When I reached out to inquire about their products, I received a prompt and helpful response. This level of dedication truly sets Cross apart, and I am genuinely grateful for their unwavering commitment to customer satisfaction. Thanks to Cross, I can once again enjoy the unparalleled writing experience that their pens offer. I highly recommend their products and commend their outstanding customer support. If you're in search of high-quality writing instruments and reliable service, look no further than Cross. P
Philip cross
Exceptional quality, but disappointing customer service
I recently purchased a set of gold pens from Cross.com and was initially blown away by the exceptional quality of the products. However, my enthusiasm quickly turned into frustration when I discovered that the website was frequently out of stock and lacked a functional customer interface. The phones seemed to be out of order, and my emails went unanswered, leaving me unable to obtain refills for my expensive pens. For four years, these exquisite pens have remained unused due to the unavailability of refills and the inability to reach anyone for assistance. Although there are refills on the market, I believe that it's the genuine ink and refill that truly enhance the writing experience, and I've been unable to find the authentic replacements I desire. Despite my disappointment with the customer service aspect, I can't help but marvel at the superior craftsmanship of the pens themselves. It's puzzling that a company capable of producing such outstanding products seems to have neglected the essential element of supporting its customers. I'm left with mixed feelings about Cross.com. While I long to find a genuine black medium rollerball refill and resolve this predicament, I can't help but wonder about the company's status. Are they still operational or have they ceased operations, leaving customers in the dark? Overall, I'm torn between the sheer brilliance of the products and the overwhelming letdown of the customer service. I hope that Cross.com addresses these issues promptly and revives the exceptional experience that their products have the potential to offer.
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Introduction:
Cross.com is an iconic American brand known for its fine writing instruments and accessories since 1846. With a rich heritage and commitment to craftsmanship, Cross has become synonymous with elegant and functional writing instruments. From classic fountain pens to modern rollerball pens, Cross offers a wide range of premium writing tools suitable for executives, professionals, and pen enthusiasts alike.
Pros and Cons:
- Pros:
- High-quality writing instruments
- Wide selection of styles and designs
- Long-lasting and durable
- Elegant and timeless craftsmanship
- Great gifting options
- Cons:
- Higher price range compared to some competitors
- Limited customization options
- May not appeal to budget-conscious consumers
User Experience:
Cross.com provides a user-friendly interface that is easy to navigate with clear categorization and intuitive search functionality. The website is responsive, ensuring a seamless experience across devices. The product pages offer detailed descriptions, high-quality images, and customer reviews, allowing users to make informed purchasing decisions.
Pricing and Value for Money:
Cross products are positioned in the higher price range due to their exquisite craftsmanship and premium materials. While they may not be the most affordable option, their superior quality, timeless design, and durability make them a worthwhile investment for those seeking a long-lasting writing tool.
Customer Service:
Cross takes pride in providing excellent customer service. Their knowledgeable and friendly representatives are available to assist customers with inquiries, recommendations, and order support. Cross also offers a lifetime mechanical guarantee on their writing instruments, reinforcing their commitment to customer satisfaction.
Product Quality and Selection:
Cross is renowned for their exceptional product quality, which is evident in every aspect of their writing instruments. From the choice of materials to the attention to detail in craftsmanship, Cross pens are designed to withstand the test of time. Their selection caters to a variety of preferences, offering various pen types, finishes, and customization options.
Website Usability:
The Cross website is well-designed and user-friendly. It loads quickly, ensuring a smooth browsing experience. The clear and organized layout allows customers to easily find the desired products, explore different categories, and access relevant information such as product details, pricing, and customer reviews.
Returns and Exchanges:
Cross offers a hassle-free returns and exchanges policy. If a customer is not satisfied with their purchase, they can return it within a specific timeframe for a full refund or exchange. The detailed instructions and guidelines for returns are available on the website, providing transparency and convenience for customers.
Promotions and Discounts:
Cross occasionally runs promotions and offers discounts on select products. These promotions are usually communicated through the website, email newsletters, and social media channels. Customers can take advantage of these opportunities to acquire their desired Cross writing instruments at a discounted price.
Reputation:
Cross has a longstanding reputation as a trusted brand in the world of fine writing instruments. Their commitment to quality, craftsmanship, and customer satisfaction has earned them a loyal customer base. They have received numerous positive reviews and testimonials, further solidifying their reputation as a reliable and reputable company.
Payment Options:
Cross.com offers a variety of payment options, including major credit cards such as Visa, Mastercard, American Express, and Discover. Additionally, customers can use PayPal as an alternative payment method, adding to the convenience and flexibility of purchasing from Cross.
Loyalty Programs:
Cross offers a loyalty program called "Cross Rewards" where customers can earn points on their purchases and redeem them for discounts or other rewards. This program encourages customer loyalty and provides added value for repeat customers.
Customer Reviews:
Customer reviews play a crucial role in establishing trust and credibility. Cross.com prominently showcases customer reviews on product pages, allowing potential buyers to gain insights from others who have purchased and used the pens. The majority of customer reviews highlight the exceptional quality, comfort, and satisfaction derived from using Cross writing instruments.
Community Involvement:
Cross is actively involved in community initiatives and philanthropic efforts. They support various charitable organizations and community projects, demonstrating their commitment to making a positive impact beyond their products.
Shipping and Costs:
Cross.com offers reliable shipping services for domestic and international customers. The shipping costs vary depending on the delivery destination, selected shipping method, and order value. Customers can choose from different shipping options to suit their preferences and requirements.
In conclusion, Cross.com stands as a prestigious brand synonymous with quality, elegance, and craftsmanship. With their extensive range of premium writing instruments, exceptional customer service, and long-lasting product guarantee, Cross remains a top choice for those seeking refined and reliable writing tools.