Manuscript Pen Company Ltd Reviews 39

What a great experience. Kind and helpful staff. Attended to my Cross warranty claim really well. Refreshing to find such professional customer service. Thank you :)

We began cooperation with the company for wholesale purchases in December 2025. Prior to that, we had spent several months trying to obtain a price list, but received no response to emails, and phone calls were equally unsuccessful.

After communication finally started, the situation did not improve much — the sales team repeatedly ignored parts of our inquiries, responding selectively or not addressing questions at all.

In our very first order, a serious pricing error occurred: for one of the SKUs, we were charged an incorrect price, resulting in an overpayment of more than €200 for unit.

Overall, this level of communication and the errors encountered are highly disappointing and do not align with the standards expected from a company with such a reputation.

A truly unacceptable experience.

Excellent quality and excellent responsiveness to a query I had.

I had an issue with one of my Cross Pens so I got onto the team and they were exceptional. Sally was always very quick to respond to any emails I had and the team had the issue resolved and replaced my pen so quick. Could not recommend more!

What a fabulous company this is and i just fell upon them by coincidence. The service with my cross pen has been excellent. Sally and Penny have been both curteous and prompt with responses and obviously the team behind the scenes that we dont get to talk to deserve a mention to. I would not hesitate to recommend Manuscript Pen Company Ltd.

Over many years I have had ongoing problems with a very old, much-loved Cross fountain pen … and in desperation, finally found my way to this company, where I had numerous dealings with Sally Charlton, a delightful and tremendously helpful lady who sorted me out once and for all. Excellent customer service Sally. 10/10. Thank you most sincerely.

I sent in my Cross Townsend fountain pen to see if a feed problem could be rectified. I was warned that there was a backlog.
Less than 10 days later I received a replacement pen which is perfect together with my original. This is an exceptional response.

Excellent no quibble replacement of my Gold Cross Propelling Pencil.
Would certainly recommend.
John Walker.

I had a specific, difficult to help with request regarding my 15 year old Cross pen (which is very dear to me) and the team were brilliant and able to provide a resolution for me, way above and beyond what I might have expected. Sally in customer services was exceptional. Really, really pleased. Cross customer for life locked in.

Highly recommend the Manuscript Pen Company. I bought a Cross fountain pen over 5 years ago to congratulate myself on my first job, so it was really special to me. It broke and I asked around and got directed to the repair team.

Unfortunately, they weren’t able to fix it, but I was able to be offered lots of different styles free of charge. They sent it to me alongside my old pen in a brand new box. I’ve had incredible customer service, with back and forth communication and help.

This is a brand worth spending money on as they will find you a solution. Thank you so much to Sally and the team.

Really great customer service from Katie. Prompt reply, lovely message and a perfect resolution for me!

Excellent warranty service for my much loved Cross pen set. Fast and effective.

Manuscript are the appointed agents to carry out repairs on Cross pens in the UK. I decided to put the Cross lifetime guarantee to the test on my Townsend rollerball and the result was excellent ~ quick service and a beautiful refurbished pen.

An excellent company to deal with. 10 out of 10 for your customer service. Thankyou Katie and your team. I can’t fault your service.

I sent them a Visconti homo sapiens for repairs, as it was really scratchy. They were great in communicating what the process would be and how long it would take approximately. They were really quick to respond to my emails. A few months later(yes the pen had to be sent back to Italy) I got the pen back safely and it now wires beautifully, all covered under manufacturer's warranty!

I phoned a few months ago asking if they had a replacement nib for my Cross fountain pen. They said they would get back to me when and if they came back into stock.
To my utter amazement I received this week an e mail and then a parcel. When I opened it, inside was a brand new pen!
When I made contact with to ask how much - they said no charge! not even for postage!!

Heartwarming to know there are people working in companies who still have this compassionate ethos. It makes such a difference, I felt quite overwhelmed.

Thank you very much indeed.

After many years of use, my 30-year old Cross Classic ballpoint pen refused to work. I was amazed to find that the lifetime global guarantee was actually still valid. Even better, a repair facility was based here in the UK. The customer service and repair staff at Manuscript Pen Company Ltd deserve all the praise that others have also given. Friendly and speedy replies to my queries and within days a brand new pen arrived as a replacement. My special thanks to Katie for her help. What a pleasure to find such a helpful company.

I bought one of their pens and it's been excellent, especially considering the price. A few years on, still going strong. Good quality item and I wouldn't hesitate to buy again.

It is very rare these days to find such excellent customer service from any company so to have my 30 year old cross Century matte black pen replaced because I had lost the top clip, was for me excellent customer service.
Fantastic communications with Katie from the Manuscript staff, understanding and patient and to receive a complete replacement pen really did actually make my day despite my emotional attachment to my original pen! Just good old fashioned proper customer service. Busy people sorting out all of the Cross backlog from a previous company, have no fear contacting the manuscript team, again at the risk of repetition and being boring.....outstanding service received by me!!

Excellent and speedy service. This company are the new warranty work holders for Cross pens in the UK and I had a Cross Century pen which had seized up. Expecting to be told that either the warranty didn’t cover me or that it would take weeks, I duly sent the pen off to Manuscript. Posted it on Saturday morning and by Wednesday, I’d received the old pen back (not repairable) with a brand-new pen. Please be prepared for replacement rather than repair as this is often more economically viable, but be assured your original will be returned to you. (Mine had been a treasured gift).
I’m only too pleased to highly recommend as it’s such a rare thing to find good customer service these days. Incidentally, Katie was very helpful when I emailed initially.