We ordered two Mark and Graham Terminal 1 Collection suitcases. Locks on both were defective, impossible to open when we arrived at our international destination, and had to be cut off. Buyer beware. When I called their customer service department to report this, they offered no remedy whatsoever.
Review by Popa2 months ago
I ordered 2 pieces of the metal (or so I thought) luggage with initials. Terminal 1 Collection which was used 3 times. I just returned from a trip and when it came out of baggage there was a crack and a large hole in the metal. I am told I will be receiving a credit and they did provide me with UPS Postage but the box for the items cost $40.00. I am now requesting a credit for that part of the transaction and if I do not receive the credit - I intend to file a complaint with the consumer protection division of the Attorney Generals Office. DO NOT ORDER ANYTHING FROM MARK AND GRAHAM.
Review by Joemar Demorotski2 months ago
The WORST, they sent me the wrong back and would not refund shipping and duties after I returned the product. Shameful
Review by Aureni2 months ago
If I could have given 0 ⭐️‘s, I would have. I was unaware of Trustpilot, my loss entirely. My personal advice, for what it is worth, please do believe all the sadly negative comments here. I made two purchases both birthday gifts on the 22nd September. The first was a Ballistic Nylon Travel Pouch, 20% off & Free monogram, arriving at checkout 26/27th. Well, on the 26th it was still in TN. After calling UPS, I was informed Mark and Graham had not handed it off for shipping until the 25th, as a result it would now be arriving after the fact, on the 30th, maybe. The second order I placed on the same day and at checkout arriving 27~30th. This was a birthday gift to myself, on sale additional 20% off & free monogram. My, The Elisabetta Slouch Handbag, Cobalt arrived on the 27th. No wonder you can’t return monogrammed items. First the leather bag handles are splitting, and the gold metal feet underneath are already pitting. As for the monogram, it is blurred, and does not represent the online version, unprofessionally done and most disappointing. As for the general colour of the bag it is a dull Cobalt, not the vibrant colour as depicted online. In all fairness I did contact Mark and Graham Customer Service with regard to my husbands gift, Chantal placed me on several holds whilst checking on the Travel Pouch but to no avail. Whilst I would like to believe Chantal was genuine in her assistance, I think it was just run of the mill Mark & Graham service for which she can not be held responsible. No amount of apologising will make up for a gift that arrives after the fact. As for the bag, different Customer Service representative and the bag is mine, defective or not, it’s monogrammed !
Review by Takye2 months ago
I was considering using a gift card for any of the WS stores at Mark & Graham. So glad I read all these horrible reviews first! Have ordered from them twice before w varied experiences. In one case the item never arrived and customer service was terrific about shipping another. But it was a scarf, and acrylic, and pilled immediately. More recently I bought a suede tote on sale. I like it, tho it’s admittedly basic (No lining, no zipper, and very thin), so some people probably would not like. If I’d paid full price I would have been ticked at quality, but for the price I like it . Overall I’m convinced this used to be a corporate gifts company that had engraving/embossing/monogramming capacity, realized suckers will pay double for anything with their initials on it, and reinvented itself as a retail outfit.
Review by Alfrun Baints2 months ago
I received the Harvey Overnight Bag as a gift about 8 months ago. I've only used the bag about 5-6 times for short overnight trips and the zipper broke. Mark and Graham customer service said the bag was outside of their 3 month policy so they would not fix, replace or refund the bag. Based off of other reviews, it seems they sell defective products and hold their breath that it breaks outside of the 3 month window. This is very surprising for a company that is owned by William Sonoma.
I'd highly recommend looking at other companies that build travel bags to last.
Review by Evektor2 months ago
To echo what many have said - terrible customer service!!
I ordered something for my wedding, it showed up damaged. They issued a replacement, which also showed up damaged (and by damaged, I mean snapped completely in half).
I called customer service after each item arrived damaged, after hashing out the entire ordeal, they would say "you'll see the refund on your credit card statement in 10 business days". This wouldn't happen so I'd call 12-15 business days later. We'd chat. I'd get the same response about the refund coming in 10 business days. And repeat. And repeat. And repeat...
This morning, I finally spoke with a "supervisor" who told me there was nothing they could do about issuing a refund. He had a different explanation than the many customer service reps I had spoken to... He told me that Mark & Graham never charged my card, although I received a full order confirmation and receipt (he called "bookkeeping") and a charge on my card for that EXACT amount on that EXACT day. He told me because they never charged my card, I couldn't get a refund and I would have to dispute it with my credit card company.
ANOTHER WARNING - YOU TYPICALLY CANNOT DISPUTE CHARGES MORE THAN 60 DAYS PAST THE DATE OF CHARGE!! And, since Mark and Graham had strung me along for so long promising that my refund would come "in 10 business days", I was past this 60 day mark.
Do not buy from them. There are many other companies out there that will not treat you this terribly. I would give them 0 stars if I could.
Review by Alnazer3 months ago
Horrible Horrible products and TERRIBLE customer service. THe bags are NOT real leather or look as advertised!!!! They refuse to refund you.
Review by Darin3 months ago
I concur with the horrid reviews. The luggage sent was extremely poorly made and the "monogram" was simply decals. When I contacted the company about a piece received with trim pulling away from the seams and overall poor quality they advised they don't warrant the products and I needed to contact the manufacturer. A terrible company to work with. Surprising this is a branch of Williams Sonoma (shipping notice came from there). I will cite this on twitter as well as social media to let others know. Not a good company to work with and a shame to affiliate the Williams Sonoma brand. My error in that I should have searched company reviews vs just noticing the luggage didn't have reviews.
Review by Margarate Mccallie3 months ago
I ordered the celebration wine bowl as an engagement gift. When I placed the order I indicated that I wanted it "gift-wrapped" which for M&G means a nice gift box and signature black bow. The item arrived and is nice-looking but did not come with a gift box or bow. I contacted customer service and they assured me that they would be sending out the box and bow. Despite repeated contacts to customer service, no box or bow has arrived at my house yet (it has been well over a month)! I'm not sure what the issue is but I have been very disappointed at the service.
Review by Yaaaaa3 months ago
I'm not sure if anyone has used Mark and Graham for monogramming services and might have had a different experience, but I've found them to be unreliable and dishonest. I ordered a monogrammed item from them for my wedding almost two months ago and it's still back-ordered! They've assured me it will be delivered to me in two weeks and I'm not sure how that will happen given that the order hasn't even been processed yet. I reached out to their customer service team weeks ago and they kept assuring me that I shouldn't cancel the order and that it will arrive in time. Still, nothing has changed and I haven't received any updates. Then they suggested that I order another item instead that is completely different than what I purchased, which is not helpful at all. I looked on their website and this particular item is not listed as back-ordered even though it is and I think that's really dishonest of them because the estimated delivery date that they are stating is inaccurate by at least two months(!!) and there's no way to know that until you've already made the purchase. Maybe other folks have had better luck but I would steer clear of Mark and Graham unless you're willing to risk a delivery delay of two or more months!
Review by Weddell3 months ago
ordered a beach bag on may 4th 2019. I was told it would be delivered by 5/31/19. It is now June 14th and I still do not have the bag. I called and they told me that it is from a third party vendor and mark and Graham has no control of the shipping. It might be shipped on June 26th. I will never order from this company again!!!!!!!
Review by Clareabow3 months ago
Absolutely the worst! I placed an order a week ago and the promo code wouldn't work. I called customer service and spoke with a rep who told me to complete the online order and she would adjust it from her end to give me the credit on my credit card. Today I called to check on the credit (because it had not shown up on my cc) and was on hold for a long time only to be told that their policy is that they can't give me the credit and would give me a merchandise credit as a "courtesy" instead. This was not at all what was discussed as I wanted the promo credit applied to my credit card (method of payment) and didn't want a merch credit, especially after this bad experience. I wouldn't have chosen to place the order without the promo code discount. I ordered 3 monogrammed gifts that came gift wrapped. I am scared to see the quality of the monogram and gifts.
Review by Vilmos4 months ago
I will never ever buy from this company again. The fact that you cannot return a sale item is ridiculous!!! It's in the fine print and not listed under the actual product. I purchased an item that is still listed on the website in the same color but I was told my item was a clearance item? How can an item be considered clearance and yet still available for purchase. I don't even like what I bought.
Review by Faithinpurity4 months ago
**Buyer Beware** Like many of the other reviews, which I should have read before purchasing, the product looks great online but the quality in person is POOR. I waited for the $300 coat to go on sale and quickly purchased it. Once I received it, I couldn't believe what I saw. It was a glorified, thin Old Navy sweater. It would barely keep me warm on a summer night let alone during the winter. It had absolutely no lining and was cheaply made. I immediately went to return it, only to find out it was ineligible for a return..it was a final sale. Customer service was no help. I will never order from them again and will advocate on social media for others to follow suit.
Review by Inkiläinen Jonesy4 months ago
Honestly, do I have to pick a star at all? I ordered leather change purses for a girls weekend for my guests. I double checked the monogrammed before I ordered, all was correct. The wrapped gifts came in each marked with initials on the outside. When the gifts were opened, one was incorrect. I called customer service and they said they would send another one. But they charged me again for the replacement. Again for the replacement!! They would only back out the charge once they received the bad one. You have got to be kidding me. I’ve ordered thousands of dollars of products from this company. Never again.
Review by Hailemariam4 months ago
Mark and Graham is fine if your purchase was like you anticipated.
Mine was not and I have bought many items there never speaking to
customer service. They are horrible had me on the phone for 45 minuets which should have been 10 minuets. She misquoted me &
would not e-mail me the amount of my credit. In another words would not put it in writing. The handbag had a cheap Muslim fabric interior
and the clasp had problems. The customer service person said also
that I had initials which I did not. Of course I knew you can not return with initials so I assume that is why she said that.
Review by Bzgone4 months ago
This is cheaply made luggage and after one trip plastic feet fell off revealing the pointed ends of screws. After a second trip two more plastic feet fell off. We asked for a refund from Mark & Graham but because the piece was "monogrammed" with 3 plastic laminated letters (could be easily peeled off) they would only give a merchant credit. Absolutely infuriating.
Review by Redskyeven4 months ago
Almost ordered an Amor Lux tee since it seems to be the only place I can buy it at the moment. The Amor Lux tee I got from Madewell was awesome. It was marked down to $69.99 from the original price of $89. Since I was not sure whether xs would fit me, I checked their return policy and I am glad that I did. Only under Return Policy it mentioned all items that end with .99 are final sale, while no where under the actual item or in the checkout process, it mentioned "final sale." I will stay away from this website.
Review by EdwardSFO4 months ago
I'm not even going to get into the quality of the products - in short, garbage for the price.
The customer service!!!!!!!!!! I could scream for all the time I've had to deal with the TERRIBLE customer service!!! And still for an issue that is unresolved. Part of me wants to just give up and walk away but then I am out over $50.00 with no merchandise to show for it.
In brief, bought an item - terrible quality, returned it - they wouldn't give me a refund on my credit card, so they sent a gift card. I went to use it, nothing on it. Called, they argued with me that it had a balance - it didn't. So they finally reissue a gift card, but for some reason they're not in the 21st century to issue e-gift cards and send these by mail! So you're waiting weeks to get it. Finally get the gift card. There is nothing on their site that I want to buy because nothing is worth the price. So I call asking if they can please just issue the refund to my credit card, the gift card is useless to me. So they finally say yes, cancel the gift card, yet I get no refund on my credit card. Instead I'm now left arguing with them that I never got the refund and now the gift card has no balance either.
The direct contact customer service won't help you - they send you to 'management' for a call back but they never call back. So you're left going in circles calling them and being told management will call you. And of course there is no physical stores anywhere to go talk to a person either.
This company is a nightmare and they should be ashamed for how they treat customers and the scam they're running for quality of products they're selling at such insane prices. I don't mind paying for good quality, but this is not that.
Also the fact they hide all reviews for their company and disable the ability to leave reviews on products. So you're left with garbage stuff and terrible customer service.
Save yourself - do not EVER buy anything from them.
Review by CodeEle5 months ago
The worst customer service experience of my life.
I ordered a set of 2 personalized suitcases for my wife - a carryon bag and a checked bag. Today is the 5th of July. The carry on bag arrived on June 10th. I have called at least 5 times to find out where the other bag might be and I get a different story - AND A DIFFERENT DELIVERY DATE FOR THE SECOND BAG every time. Miserable.
Review by UrbRex5 months ago
Sooo bad. I ordered a scarf for my wife and the monogram was incorrect.
We called back to have it replaced IT CAME WRONG AGAIN.
I just received my THIRD scarf and it is WRONG AGAIN.
Never ever will order from them they promised to have someone inspect it before it was shipped. Clearly that didn’t happen
Review by Bluefinn5 months ago
Honestly, a horrible company. I hadn't heard of them initially but upon finding out that they're under the same umbrella as Williams Sonoma, Pottery Barn and West Elm, I assumed they'd have the same level of professionalism and quality. ABSOLUTELY NOT. I initially ordered a monogrammed tie roll in late November, costing about $80 (Which, all things considered, was way overpriced for the quality. But I digress). It shipped and arrived to me quickly, and it was so beautifully wrapped that I was tempted to not inspect it first but I'm so, so glad I did. The monogram on the piece was terrible. It was off-centered and the gold-leaf had been stamped into the leather so forcefully that the ink had bled out on all sides and it was hard to even make out what the monogram was meant to read. I emailed them regarding my unhappiness with the product and the M&G representative acknowledged their mistake and agreed to take the item back with a prepaid shipping label. I requested a label via email since one wasn't provided and they never replied to me again. A week later I called their customer support line and, once I was finally able to get a hold of someone after multiple attempts and a long place on hold, the woman on the other end was pretty rude. I understand refusing to take change-of-mind personalized items but when it's something that the company themselves have messed up (and have already owned up to and agreed to accept as a return), a little understanding would go a long way. We ended the phone call deciding that since it was too close to the holidays to do an exchange by mail, I'd create another order online for an unpersonalized roll, sending my original monogrammed roll back and receiving a Paypal refund once it was in their possession. I mailed it back on December 17th and received yet more radio silence. Christmas and New Year's came and went, and nothing. I followed up with them multiple times requesting updates on the situation and (surprise, surprise!) still no response. Today, on January 24, after two whole months... I get merchandise credit. Not the Paypal refund I was promised two months prior. Thank GOD I can spend it at their other companies, there's absolutely no way I could even be paid to order anything from this garbage fire of a company ever again. I initially thought that the company was just unorganized but upon reading other reviews and due to the fact that they ghosted me three separate times for what should've been a very simple exchange, I have to assume that something shady is going on with this company. If I have advice to William Sonoma, I'd say dump M&G and RUN. They're bringing the brand down as a whole, I won't likely shop with any affiliated companies again outside of this ridiculous merchandise card. If I have advice for any poor soul who has already ordered from M&G, persistence pays off. It only takes three months, five calls and eighteen emails to get your money- excuse me, merchandise credit, back. Also, hope you like spam! They'll literally send you three marketing emails a day.
Review by Armydat Csx6 months ago
Very poor quality. Vegan embossed handbag scratches and delaminates So easily that it’s unusable. I used it only two months when this happened. When I contacted Mark and Graham their customer service advised me that there was no recourse since I owned it for about six months. Does anyone purchase a handbag for less than 6 months use?
Review by AJHo6 months ago
I would have given no stars if allowed.Ordered something December 18,then was told would be delivered April.No problem, April came and went and delivery date kept getting put back every time I checked.Then when they finally responded advised order is now cancelled.Absolutely bloody awful company and customer service.