Cross Pens

beardybrewer · 02-02-2021 12:20pm

01902 wrote: »

My order from 5th of Jan has the DHL label made but not handed over. Is anyone else in the same position?

Yep, mine too. Ordered a €90 set for €33 with stacked codes on the 2nd. DHL says label generated and Cross says status = Complete.

What is your order status on the Cross website?

Shlippery · 02-02-2021 12:23pm

SouthWesterly wrote: »

Let us know how you get on. I'll wait to open mine until I hear

It was quite cold/chilly from the delivery van, so let it cool down and used a towel, once it came loose it was grand.

All sorted now :pac:

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02-02-2021 12:27pm

beardybrewer wrote: »

Yep, mine too. Ordered a €90 set for €33 with stacked codes on the 2nd. DHL says label generated and Cross says status = Complete.

What is your order status on the Cross website?

Exactly the same as yours.

gerard2210 · 02-02-2021 12:45pm

Shlippery wrote: »

It was quite cold/chilly from the delivery van, so let it cool down and used a towel, once it came loose it was grand.

All sorted now :pac:

That isn't enough lines for the heinous crime you committed. 500 minimum to clear your conscience.

02-02-2021 12:56pm

What phone number has anyone used to contact them? I called a UK number and it’s just gone to a BT call minder. My email has never been replied to.

Atlantic Dawn · 02-02-2021 2:30pm

01902 wrote: »

What phone number has anyone used to contact them? I called a UK number and it’s just gone to a BT call minder. My email has never been replied to.

Yes got that when I called around lunchtime for mine, try again around now. Seemed to be gone from 1230 to 130 for me.

SouthWesterly · 02-02-2021 2:32pm

gerard2210 wrote: »

That isn't enough lines for the heinous crime you committed. 500 minimum to clear your conscience.

Thats assuming he has a conscience!

SouthWesterly · 02-02-2021 2:33pm

01902 wrote: »

What phone number has anyone used to contact them? I called a UK number and it’s just gone to a BT call minder. My email has never been replied to.

They respond better on twitter.

Trigger Happy · 02-02-2021 3:47pm

The pen I ordered on thursday morning last was delivered today. Its an ok pen for the discounted price.

02-02-2021 4:41pm

Atlantic Dawn wrote: »

Yes got that when I called around lunchtime for mine, try again around now. Seemed to be gone from 1230 to 130 for me.

Just got them there. They must not man the phones at lunch! The guy on the end of the phone has no idea why they have not shipped and has passed it onto management. Guess they will cancel the order though when they look at it.

lawred2 · 02-02-2021 4:59pm

Got my latest E10 pen yesterday

It's grand.. wouldn't be paying the pre discount price for it

mr_edge_to_you · 04-02-2021 4:00pm

Still no update on order. Part of me wants to ring but another part doesn't want to jeopardise the order. I really want my pen. Feels like a Mexican standoff.

Casher · 04-02-2021 4:38pm

I'm in the same boat. Ordered 1st, one code only. Shipped notification 9th Jan, but still hasn't been handed over to DHL, only shipping label printed. Still waiting and I too want my pen!

the mahogeny gaspipe · 04-02-2021 5:37pm

Same for me. Ordered on the 1 Jan and still nothing. I have Paypal on this now so I hope to hear from them soon.

Cetyl Palmitate · 04-02-2021 5:54pm

Same here. Jan 1 order, only 1 code. I sent them a mail last week and they replied saying they halted orders temporarily and are currently working through backlog.

Siobh73 · 04-02-2021 6:15pm

the mahogeny gaspipe wrote: »

Same for me. Ordered on the 1 Jan and still nothing. I have Paypal on this now so I hope to hear from them soon.

I ordered on the 4 th and no news since then so have opened a PayPal dispute to encourage them to p*ss or get off the pot. It's been a week and they haven't engaged with PayPal yet either

Shearwater · 04-02-2021 8:01pm

I am indebted to 'Blindsider' for providing an email contact for a person within the company. Having ordered on 05 Jan with one code reducing total order for 2 pens and refills, I received nothing but generic auto replies to my queries last week. I finally elicited a personal response to my email this week with all their previous generic correspondence included. A result at last. Paypal refund of my 59 Euro.
Comment: It's clearly evident Cross Uk has 'challenges' that are not solely Brexit related. Amazon started in a garage. Could it be that this company may be going in reverse and now operating in someone's garage?
Best of luck to those still in waiting for a satisfactory outcome.
Thanks for the ride BA.

Dublinstiofán · 05-02-2021 10:37am

Was told mine would be shipped on the 25th of January and nothing since.

Eyespy · 06-02-2021 11:45pm

blindsider wrote: »

PM's sent - BOL!

Hi Blindsider, is there any chance you could pm me email details for anyone in cross that might be able to help me with my order please? Ordered on the 5th Jan no communication since. Thank you so much

mr_edge_to_you · 10-02-2021 10:06pm

Anyone got any updates?

keredern · 10-02-2021 10:10pm

mr_edge_to_you wrote: »

Anyone got any updates?

Yeah, mine cancelled today! :mad:

Zimmerframe · 10-02-2021 10:11pm

mr_edge_to_you wrote: »

Anyone got any updates?

Nope, no updates, no pens, no refund, but I didn't try to contact anyone yet.

AmberAmber · 10-02-2021 10:21pm

My pens arrived today by DHL. I had emailed to ask for an update 2 weeks ago but no reply. But I am delighted they have finally arrived. All the made in china tags on the boxes and on the pens. It's more the tradition of having a new cross pen I guess plus the engraving.

meolwan · 11-02-2021 12:59am

ordered on 4th Jan I finally got refund today after sending emaiil looking for an update on order.

LizT · 11-02-2021 12:56pm

Placed 2 orders, one on the 4th and one on the 5th and got one cancellation email today. It seems to be taking them a long time to work through the orders!

Siobh73 · 11-02-2021 2:04pm

Order from 4 th January just cancelled today because of stacked codes. Gutted and now I need to find some other awesome bargain for something pretty and non essential to cheer me up

Nigel Fairservice · 11-02-2021 4:01pm

I ordered 2 pens from Cross since my original order on January 1st was cancelled using just one code for each and ensuring the value was under €22. Delivery was very prompt.

beardybrewer · 14-02-2021 6:36pm

Finally got my cancellation today. Stacked codes mentioned in email.

Dear Sir/Madam,

We are very sorry to have to inform you that you order has pulled through with an error.
Unfortunately, our system appears to have a technical issue and has applied more than one
discount code to your order.
We are not sure how this can be possible as discount codes should not be stacked in this way and are working to resolve this.
With this error being on your order we have had no alternative but to cancel this with immediate effect.
This will also cancel any pending payment.
Please feel free to order again, however please do not stack any codes as our system will only reject the order or this will cause a file error again.

swingking · 15-02-2021 4:29pm

Can I just recommend thepenplace.ie in Dun Laoighaire if you are looking for refills. I spoke to a very nice gentleman who really helped me out.

This is complete contrast to the subpar service offered by Cross.

Would highly recommend!

Fishy1 · 15-02-2021 6:10pm

swingking wrote: »

Can I just recommend thepenplace.ie in Dun Laoighaire if you are looking for refills. I spoke to a very nice gentleman who really helped me out.

This is complete contrast to the subpar service offered by Cross.

Would highly recommend!

Thanks so much for this recommendation. I’m just off the phone to the lovely owner. He has exactly what I had tried to buy from the Cross website & is going to post it out to me tomorrow.
I know where I’ll be shopping from now on!

PS Postage is free

Spocker · 15-02-2021 10:35pm

I ordered on the 4th Jan with a single code, and had a shipment label generated on the 9th (but not handed over to DHL). I got no update to a few emails I sent to both the UK and IE email addresses, but I got through to their support department on the UK number this morning, and the chap on the phone mentioned "leaving the EU" as the reason for the delay, and said he would ask the warehouse to release it, as they were going to pay the Customs fee. Got the email from DHL this evening with a different tracking number, with expected delivery on Friday of this week.

Dublinstiofán · 15-02-2021 11:16pm

Spocker wrote: »

I ordered on the 4th Jan with a single code, and had a shipment label generated on the 9th (but not handed over to DHL). I got no update to a few emails I sent to both the UK and IE email addresses, but I got through to their support department on the UK number this morning, and the chap on the phone mentioned "leaving the EU" as the reason for the delay, and said he would as the warehouse to release it, as they were going to pay the Customs fee. Got the email from DHL this evening with a different tracking number, with expected delivery on Friday of this week.

I got a delivery by Friday email today too from DHL at long last!

mr_edge_to_you · 16-02-2021 12:27am

Fingers crossed my own arrives.

Witcher · 16-02-2021 4:05am

Witcher wrote: »

Just received DHL notification for order from the 6th, my one from the 4th obviously got cancelled.

Pen from the 4th eventually arrived about a week after this. It had disappeared from my card and appeared back the day after it was delivered.

Seems haphazard if they shipped or not and what order dates went through for everyone.

Thanks OP:)

Username here · 16-02-2021 9:27am

swingking wrote: »

Can I just recommend thepenplace.ie in Dun Laoighaire if you are looking for refills. I spoke to a very nice gentleman who really helped me out.

This is complete contrast to the subpar service offered by Cross.

Would highly recommend!

Thanks for the recommendation; it's ridiculous though that it's necessary to phone to see if items are in stock before placing an online order.

Spocker · 16-02-2021 3:38pm

Spocker wrote: »

I ordered on the 4th Jan with a single code, and had a shipment label generated on the 9th (but not handed over to DHL). I got no update to a few emails I sent to both the UK and IE email addresses, but I got through to their support department on the UK number this morning, and the chap on the phone mentioned "leaving the EU" as the reason for the delay, and said he would ask the warehouse to release it, as they were going to pay the Customs fee. Got the email from DHL this evening with a different tracking number, with expected delivery on Friday of this week.

Just delivered, no extra charges

Dublinstiofán · 16-02-2021 3:58pm

Mine too! No additional charges

Zimmerframe · 16-02-2021 10:34pm

They cancelled my order, last Sunday which was "shipped", but"not handed over to DHL" on Jan 05, because of stacked codes, but no sign of a refund yet.

Casher · 19-02-2021 10:44am

Let me add to the list of people who finally got through to customer service, spoke to them Wednesday, pen dispatched Thursday, due for delivery today. Ordered 1st Jan, only one code used. Initial dispatch notice received 9th Jan and then silence. After all this it better be a bloody good pen.

Diziet · 19-02-2021 3:59pm

I got a refund in the end, as they could not say if and when they would dispatch.

keredern · 20-02-2021 12:03am

Diziet wrote: »

I got a refund in the end, as they could not say if and when they would dispatch.

Really furious with them TBH!! :mad:

Still waiting on a refund for an order made on the 2nd Jan!!

They are atrocious! :eek:

I'll never buy from them again.

Oh wait, I did!! :rolleyes:

Bought another pen two weeks ago...still not shipped...

:eek:

Just dreadful customer service.

Zimmerframe · 20-02-2021 7:33pm

My refund appeared in Revolut today.
It was a long saga overall, but considering, I just placed the orders and never even contacted them, it could be worse.
Furthermore, I am £2.88 in profit after the whole affair, as I had used "topcashbackup.co.uk" and Cross had paid out on the order that never was.

barrier86 · 26-02-2021 12:43pm

Ordered mid January. Money refunded a week later. Email yesterday from cross saying it has been dispatched and they have added a journal as a goodwill gesture for the delay.

Used one code and total came to 36 euro

SouthWesterly · 26-02-2021 2:11pm

keredern wrote: »

Really furious with them TBH!! :mad:

Still waiting on a refund for an order made on the 2nd Jan!!

They are atrocious! :eek:

I'll never buy from them again.

Oh wait, I did!! :rolleyes:

Bought another pen two weeks ago...still not shipped... :eek:

Just dreadful customer service.

They have to have customer service to be dreadful. They don't even have that.

I kicked up on twitter. Got a response very quickly to say they had cancelled and I had been informed neither of which were true.
It was then cancelled and I was informed.

mr_edge_to_you · 03-03-2021 12:52am

Still waiting. I guess I may throw a call in.

"Hi, I'm the lad who told everyone about the January sale....."

swingking · 03-03-2021 9:37am

mr_edge_to_you wrote: »

Still waiting. I guess I may throw a call in.

"Hi, I'm the lad who told everyone about the January sale....."

Oh, you're on top of their list of enemies. In fact, they'll probably bill you the excess amount for each pen

:D:P

Seriously tho, that's a ridiculous amount of time to wait for any order.

I've had orders that have come from Japan in a quicker time than that. You should definitely get in touch with them

event · 03-03-2021 10:06am

Lads I would be opening PayPal cases, dont even contact Cross. You'll get your money back that way

Diziet · 03-03-2021 10:34am

When I contacted Cross I got a very quick and very polite reply, and they refunded promptly.

LizT · 03-03-2021 1:07pm

I contacted cross 3 times and got no response, didn’t get a refund until I opened a PayPal case.

Cetyl Palmitate · 03-03-2021 1:18pm

I sent 2 mails in total. Both were replied to within a few days.
Order has since been delivered.
I ordered on Jan 1 and used 1 code.

It does seem a bit amateurish and disorganised but you will get money back or get your order it seems.

Cross Pens

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