Mark and Graham Arvostelua 445

I have ordered Christmas gifts from Mark and Graham multiple times over the years, primarily for business and client gifting. Unfortunately, this year confirmed a pattern I can no longer ignore.

I placed my Christmas orders eight days before Christmas. At checkout, the website clearly showed delivery before Christmas. A day before Christmas, the delivery dates shifted to shortly after Christmas—which, while frustrating, I understood given the timing.

What is unacceptable is that those same orders are now backordered until the end of February.

This is not a one-off issue. Every time I place holiday orders with Mark and Graham, the delivery dates change after purchase and ultimately push well past Christmas. For business customers, this creates real problems with planning, budgeting, and client relationships.

The products themselves are nice, but reliability matters. If delivery timelines shown at checkout cannot be trusted—especially during the holidays—then the service does not meet expectations.

At this point, I cannot recommend Mark and Graham for time-sensitive or holiday gifting.

I ordered Christmas items that never came in and then canceled my order on december 30th. Customer service did not care and were not helpful.

For a brand that claims to be "prestigious", I can find better products and service at Walmart. Placed an order on December 14, 2025 which on the website and at time of purchase, was indicated the product would be completed and delivered in time for Christmas. I received a confirmation of order and then crickets. After a week and zero communication from Mark and Graham about my order, I decided to see if it had been shipped yet. When I finally found the status of my order, it was now indicating a backorder and delay of over a month. So much for that "shipped in time for Christmas"! 20 days after the order, there was still zero communication about the order and the delay. No indication if or when the order would ever be fulfilled. Transparency goes along way... something M&G is significantly lacking.

Customer service refunded my order, but the entire experience as a whole was awful. Especially as a first time customer.... and now a last. Never again. Stay away from this company. Way too expensive to be this disorganized.

Ordered some items for Christmas presents on Black Friday. One item arrived with the incorrect monogram, another item arrived with no monogram, and another item did not even arrive. Customer service was horrible! The rep did not even apologize for the inconvenience and simply said that my items were now all sold out and she would refund my money. She also said that she would send me a return label so I could send the incorrect items back. We never, ever order from Mark and Graham again.

Mark and Graham is a mess. I ordered monogrammed items and they arrived with no monogram at all. Customer service was completely useless and refused to take responsibility, offering only to make me return items that they screwed up.

I spoke with multiple representatives, including a supervisor, and none of them seemed capable of handling a basic issue or an upset customer. Zero accountability, zero urgency, zero care. If you speak with Kelly or Monique- good luck they both don’t know how to talk to any customer. They have no sense of customer service - just awful. 0/10.

For a brand that charges premium prices, this level of service is embarrassing. Save yourself the headache and shop elsewhere.

What a disaster of a company- AVOID and DO NOT ORDER from them. I ordered a travel backgammon box style game with a name personalization. 2 weeks in, they couldn't locate my order, called again 3 days later still missing. I was leaving out of town for 2 weeks over Xmas and there was no way this gift would be delivered on time. Sure enough, I received a delivery notice 3.5 weeks after ordering and too late for Xmas holiday. When I got home after traveling, I opened the box and IT WAS THE WRONG BACKGAMMON SET - and they personalized it! What the actual F--k is going on at this company?? I immediately called customer service and told them to fully refund my $150+ charge to my cc. They claimed to have processed it in full and that I'd get an email. It's been 8 hours, still no email confirming a credit/return. I'll post an update if the credit doesn't go through. Unbelievable.

Do NOT trust Mark and Graham. You product will NEVER be delivered on time-even if you pay for expedited shipping.

I purchased a custom engraved watch box, and the engraving was poor quality, off-center, and in the wrong font. The top of the watch box had a huge scratch. It clearly failed quality control.

Despite paying $168 total, customer service only offered a $25 refund and required returning the item for any replacement—even though it was sold out—leaving me without a gift. An unacceptable resolution and inflexible policy. Also emailed them- never even received a response. I expected much better from a premium brand. DO NOT ORDER FROM M&G!

Did not receive item ordered and tracking has been on the label created for weeks. No one responds at customer service.

I placed an order for 3 personalized gifts in the beginning of December. Nothing came gift wrapped and everything did not come personalized. I spoke to a customer service representative named Willie who told me that there was nothing they could do for me and that they are swamped with the holiday season - as if that’s my issue. I told him I wanted to speak to a supervisor and it took 20 minutes to get someone on the phone. This phone call turned into an hour where I replaced one of the wrong gifts. It came 24 hours later and it was completely wrong!! 5 phone calls later and I still haven’t received a single refund. I placed a different order for 2 different gifts that were supposed to arrive by December 19th and was in preparing to ship for over a week. I spoke to 3 different customer service representatives who told me 3 different stories about the status of my order. I woke up this morning, December 24th, to an email that one item shipped and is arriving after Christmas and one item was cancelled. I will NEVER order from mark and graham again!!! All they do is advertise all over their website how they can do fast shipping and all of these sales and it’s just a bunch of BS!

I ordered a monogrammed set of glasses that showed up with no monogramming. Not once but twice. The second time, I wasted 30 minutes on the phone with them. Given the 2x mistake, I would’ve expected more than a “sorry, we’ll try again.” But that’s all I got.

Terrible company. Will never order from them or William Sonoma again.

AVOID THIS PLACE

I ordered a Puffer Vest for my Yorkie on November 29 and still have not received my purchase. Called customer service 4 times and only the last representative said she would pass this on to shipping for review and I would get a response from them in 3 days. No response on the 3rd day. I called again and now I will receive a call from them on 12/22. I do not have much faith that they will actually call. I am so happy that I did not purchase any Christmas gifts from Mark & Graham. For their price point I expect better service.

Worst customer service ever! They just don't care. First time I ordered from them and it will be my last. Placed an order on 12/7/25. Delivery date was 12/12/25. Today is 12/20/25 and it has not shipped yet. When I called they said the item was on back order. Would have been nice of them to tell me that when I ordered and paid $225.00. The item is now back in stock, so I asked if they would ship it expedited so I would have it for Christmas and their answer was "no, we can't do that". They also acted like I was annoying for inquiring about my late order.

Absolutely avoid this place at all costs. I placed an order with them and immediately received a "thanks for your order" text message. After 5 days, I began to get curious about my order to find out it was never processed at all. Even worse, I called CS to rectify the situation who said that my situation "wasn't enough" to justify offering me free shipping ($24, mind you) to remedy the situation and save me as a customer. This place is garbage and treats their customers poorly. I will never support them again and will bring my money elsewhere.

Received item that was cheap quality wood and the engraving was terrible. The "engraving" was merely a crooked stamp that half of it wasn't visible. It would rub off within a short time. I was told that customer service would be contacting me in 1-2 days. Instead (almost immediately) I received a new order that would be received in March - this is December and was meant for Christmas. No return instructions were given. Emailed back to the address that said Reply to, and it was returned undeliverable. I wrote to customer service that this was unacceptable and have had no response. DO NOT ORDER.

STAY AWAY

What an absolute disgrace of customer experience.

The explicitly advertise being able to customize and send products on time for the holidays - they even still have this banner on their website right now: "There's still time! Order monogrammed gifts with standard shipping by 12/17 10pm PT for Christmas delivery. SHOP NOW"

I ordered back in November and today less than 2 weeks before Christmas I receive notification that the item is now expected for delivery in January.

Even worse - There's no reasonable way to contact their team:
-Responding to email are undeliverable
-Their chat support hours are limited
-Attempting to talk to their chat support outside supported hours, they have no way to create a ticket for an agent to respond to when they are back online

The most ineffective “customer service” I’ve ever experienced. Total time on the phone was over 1 hour with no resolve! Spoke with three different representatives and not one of them knew what my options were and seemed uninterested. HORRIBLE!!

If I could give 0 stars I would. From reading the numerous reviews, it seems I’m not the only one who encountered an incorrect personalized item and nightmare customer service experience. Ended up disputing the charge with my bank. Never ordering again

Oof please dont pay for "gift wrap". I ordered over $600 of gifts for various family members and paid to have them iindividually wrapped and shipped. Nothing was wrapped and everything came with price tags. I slowly found out by asking around that everyone was confused when they got my gifts and didnt know they were gifts.
When I called the company they put me on hold for 30 minutes to tell me that because I had no proof they werent wrapped they could only refund the cost of wrapping. It was quite condescending and rude.