Mark and GrahamArvostelua 

Ordered 5 items for Christmas. Needed two of them for 10 days after ordering which seemed safe given delivery estimate window far date was two days before I needed it.

No updates. When I tracked the order down, the items just listing preparing to ship.

AI chat feature no help. Transferred me to live agent but then told me too busy now, try later.

Tried later and had to start from the beginning. Was told once they are in “preparing to ship” status, there is no way to expedite shipping.

The estimated delivery date is still showing today’s date, even though it has t shipped. Additionally, 2 other items now showing as back ordered. (Even though one is still supposed to arrive in a few days.)

Bottom line, really antiquated system with inaccurate information at best. At worse, they falsely advertise unrealistic dates and let the poor minimum wage chat assistants deal with the angst.

Will not use this company again.

DO NOT ORDER FROM THIS COMPANY. Ordered the Beckett Waxed Canvas and Leather Travel Pouch, Chocolate with personalization. As advertised, the monogram was supposed to be recessed (dark brown) giving it a high end look. Instead I received a cheap silver, block letter foil job, with smudges/foil spots near the letters. Only option is for them to replace it. This is not a $100, high quality bag. The pictures on the website do not fairly represent the product. False advertising - bait & switch. Avoid, avoid, avoid.

I ordered a small travel jewelry case from Mark & Graham as a gift for a friend, personalized with her initials SLK. When it arrived, the monogram was printed incorrectly as SKL — their mistake, not mine.

When I called to have it fixed, instead of making things right quickly, I was told I had to walk to a UPS store, pay to print a return label, and ship the incorrect item back before they would even start the process of sending a replacement. I’ve now spent over an hour of my time and extra money to correct their error.

This kind of service is unacceptable for a company that prides itself on “personalized” products and “premium” experience. Mistakes happen, but how a company handles them says everything — and Mark & Graham has made it clear they value their process over their customers.

I won’t be ordering from them again and wouldn’t recommend them to anyone looking for reliable service or accountability.

Bought a collar using the size chart. It was too big. Wasn't allowed to exchange it because it was a clearance item and i didn't know it was final sale. couldn't exchange it. WAited 20 plus minutes in customer service to find this out. Never again.

Whole process is just a nightmare with this company. Customer service is the worst. One product got lost in the mail and the other product was the wrong size. I would never order again.

Their luggage LOOKS great, but unfortunately does not stand up to normal travel use (i.e. checked luggage). Handle came off, then the hardcase cracked where one of the wheels are mounted. Worst quality I've experienced as far as luggage goes. May be ok if you're only using it for car, bus, train travel, but forget about airline luggage handling. On top of that, customer service refused to take ownership of the quality issue, so we're stuck with the most expensive and unusable luggage set we've ever bought. Avoid.

I ordered what I thought was a travel bag. What I got waste size of a large purse.I also bought the electronic holder which looks nice but wont hold my tablet with its protective framing. I also ordered the cross body strap. The rings dont fit the purse/tote so the strap is useless. The rings are to small. The bag looks luxurious but ive read reviews this doesnt last. Im highly disappointed.I spent close to 600 for an item to small, an electronic case that doesnt work, and a body strap that doesnt fit the actual bag. I to trusted it was associated with William and Sonoma and pottery barn but I wish I would have just bought a known luxury brand and paid more I would have least got what I wanted or been able to exchange it if not.Never again.

Super cheaply made. I bought a passport holder and a supposedly matching luggage tag. The colors of the “leather” are different. They do not match. And the quality of the workmanship and material is terrible for the price. I am shocked they are associated with brands like Pottery Barn or Williams Sonoma. Wish I had dug in more before buying from them - I just assumed that any company in that family of brands would be ethical and decent. I assumed wrong. Stead clear.

I mistakenly thought Mark and Graham was a luxury brand and experience because the prices were so high. I ordered something personalized for a baby gift and paid for expedited shipping. After the pkg failed to show up on the day it said FedEx was delivering it, I began to call and call and call. Each day they told me I had to wait until the pkg arrived for me to receive any credit. In the meantime because they couldn’t locate the pkg. it did finally show up 8 days after it was scheduled to. When I called back, the mgr refunded me the expedited shipping and nothing more. The quality of the personalization was marginal at best, the cost was $174 plus tax and shipping—so not cheap by any means. This was my first and LAST order with them. The customer service rep was very polite but the company experience is the worst. I told them to go to chewy.com who has the most outstanding customer service, willing refunds the entire purchase price if you aren’t satisfied and understands it creates repeat customers. Don’t waste your time with Mark and Graham until they change their policies. Ugh.

Purchased a leather weekend bag a year ago. Zipper strap broke immediately but I paid to have it fixed. Now the inside lining is shredding and they claim this is normal wear and tear. It is not. It's poor workmanship and they do not stand behind their products.

I bought a cooler bag from Mark & Graham and loved it the 5-6 times I got to use it. However the zipper just broke and they refuse to send a new one to replace it or offer a refund. It was not a cheap bag and it is completely defective. If you can't close it, nothing stays cold. I loved the bag for the handful of times I got to use it. But very disappointed at how bad the quality is.

Strap broke on a leather bag I purchased for my boyfriend approximately one year after purchase; customer service referred me a local shoe repair shop.

I’ve had two frustrating experiences with Mark and Graham in the past month, both involving orders being unexpectedly placed on backorder without any notification. I called customer service on 5/15 before placing my order to confirm the item was in stock. I was told it would ship on time—only to find out days later (by logging into my account myself) that it was backordered again. No email, no alert, nothing.

I sent a customer service email on May 23rd that went completely unnoticed. When I followed up by phone, I was just bounced around to different agents and ultimately told it was "too late" to cancel the order—even though the mistake was on their end.

This kind of miscommunication and lack of accountability is really disappointing—especially when it happens more than once. Based on these repeated issues, I’ll definitely be thinking twice before ordering from Mark and Graham in the future.

This was my first time ordering from Mark and Graham and it will be my last. The wrong wallet came and customer service tried to correct this by sending the correct one but again, the same wrong wallet came, and again. On top of that, I kept having to return the wrong items sent to me (how is this my fault). I think better customer service would’ve been to send me the CORRECT item and not have to keep returning the wrong ones sent to me. I had to go to ups three times. It was also monogrammed so not sure how they plan to use that anyway….the last time the customer service lady asked if I wanted them to try replace it with the right one again…I asked how can they 100% ensure I will get the wallet that I’ve now ordered 3 times and she said it doesn’t seem like they can promise that. Because of this I did not have a gift to give to my partner on our anniversary.

Ordered two items they charged me and said they were shipped but never received. UPS says it has not received the items from them. Customer service said a label has been created but no pick up yet and they keep saying that. Still have not received items. Have never had a problem like this before. DO NOT order from this company.

JUST DO NOT ORDER FROM THIS COMPANY!
SECOND TIME LESSON LEARNED.
SAME ISSUE ONE YEAR LATER! PLACED AN ORDER, NEVER RECEIVED THIS LAST ORDER WAS PLACED ON APRIL 21, 2025, RECEIVED 3 SHIPPING UPDATES CALLED TODAY, MAY 22, 2025.. GUESS WHAT? THEY CAN'T FIND THE ORDER, IT WAS "LOST"!! THIS WAS A GRADUATION PRESENT THAT I NEEDED BY MAY 10TH! I WAS TOLD WHEN I ORDERED IT WAS GUARANTEED TO SHIP, AND I PAID EXTRA FOR QUICK SHIPPING. NEVER AGAIN!!! HORRIBLE COMPANY!!

I ordered the clear bag that I wanted to use for a concert but never arrived on time. According to the shipping information they have on their website, standard UPS delivery for orders placed by Monday, May 5th, should arrive on or before Friday, Nay 9th. I placed my order on Sunday, May 4th, however, this unreliable Mark & Graham, didn't ship my order until Thursday, May 8th. I sent them an email but never heard back from them!Their customer service is non-existent! I would avoid this company at all cost!!

Zero customer service. I bought the wrong bag by mistake, but got it monogrammed, so I couldn't return. I asked for a discount to reorder (and rebuy bags that cost me over 200$) and all they could offer me was a 10$ discount. Seriously? I get I can't return, but now you want to profit off my mistake too? Never again buying from here.

The bags I got are also not worth the money paid. There is no way their profit margin isn't crazy high with the materials used. Very disappointed.

Absolute rip-off. Bought a carry-on bag for $400 and the wheels are gimpy and don't turn properly, the overall quality is poor, and it has a tiny capacity. I bought it because of it's front loading pocket that I thought would be handy for my laptop, etc. thus eliminating the need to carry another bag on short trips. I packed it for an over-night trip, with laptop in front compartment and now the bag tips over if I don't hold it up. I also bought their packing cubes which were on sale for $100 instead of $150, and they turned out to be super thin, shapeless flimsy little sacks that look and feel like a dollar store item. Don't get your stuff monogrammed like I did, now I can't return this garbage.

I ordered customized pajamas for a bride to be. They came in a ripped bag with random tape on it that was terribly dirty. I take them out and there’s loose thread all over them and they are completely see-through. They have almost no way to contact them through their website easily, but after digging you can find a phone number. I called and was directed to send photos to an email. This email never responded to me so I followed up. Then had to follow up by adding their B2B email for them to finally respond. Then another email randomly sends me a return postage, no speaking with me, discussing options, nothing. This is a monogrammed piece which, knowing their quality, is no doubt going to be reused and given to someone else who orders from here. Disappointing as I know have to rush to find good quality custom pajamas before the bachelorette and am short $100+ until a return can be processed.