Mark and GrahamArvostelua 

I bought luggage from Mark and Graham a little over a year ago and after travel my top handle was broken (unable to use), and there was a broken side piece with a screw showing through. I called the company and they said they were unable to send replacement parts, fix it, or replace it. Not worth the cost of the luggage!

I just had a horrible experience with Mark & Graham.. Purchased monogrammed charms that were 68 dollars, and not worth much more than 15 Dollars. These charms were gifts, and were super poor quality & the charm itself was very small,. So I called cust service saying that I was very disappointed with my purchase the Rep put me on hold asked someone for approval to return the charms, and the answer was 1 time only would they return & the Rep told me they would credit my original form of payment , so my Credit card would be credited for 360.00…. I returned the order to only find out I was receiving a E Merchandise credit to shop at a couple of stores that were hooked with Mark & Graham.. I was very upset that I was told my Credit Card would be credited, and nothing was ever mentioned about a E Merchandise Credit… They clearly do NOT back up what they tell you in cust Service.. Don’t ever order from Mark & Graham unless you want to be totally unhappy with your purchase… Horrible company that doesn’t back their products…

PMS

The handles fell off and the luggage spilt. Very nice looking but very poor quality. I tried to contact customer service to make a warantee claim, no reply. it makes no sense to get a replacement ecause the uality is so poor.

I bought their electric (battery operated) wine opener less than a year ago, and out of nowhere it quit working. I tried changing the batteries to no avail. I can't get in touch with customer service, and that is frustrating. This company is not as distinguished as the name suggests.

I purchased luggage from Mark & Graham, but it was delivered to the wrong address, and they weren’t any help in resolving the issue. After much effort on my part, I was finally able to retrieve it. Because of this mistake, I didn’t receive it at the time I had anticipated, so I returned it.

Weeks later, I called to check on my refund, only to be told it hadn’t been received. After I provided proof of delivery, the representative checked the system and noticed that two tracking labels had been accidentally generated for the return. Once they found the correct information, they saw that my return had actually been received over a week earlier. The representative assured me that she had processed the refund and that I should see it reflected in 3–5 days.

Despite this, I still had to call 12 more times before finally getting my money back.

The customer service representatives were polite, so I don’t blame them personally. However, the system is deeply flawed. Because they took so long to process the return, my credit card had expired, and the refund couldn’t be issued. They never notified mE—I had to call and ask why I hadn’t received my money after being told it would be refunded in a few days. Each time I spoke with someone, they thought the issue had been resolved, yet nothing was happening. It wasn’t until I filed a complaint with the Better Business Bureau that I finally received my refund—more than a month after they had received my return.

I asked for a goodwill gesture, which should have been a given considering the major inconvenience. Their response? A pathetic 15% off an order of $100. I was shocked and insulted. As a business owner, when I make a mistake, I own it and make it right—especially when the customer is significantly inconvenienced. At the very least, I expected a reasonable discount with no minimum purchase requirement. Instead, Susan—the representative I was dealing with—simply stopped responding.

They completely stopped messaging me and no longer responded through Better Business Bureau, email, or chat. Their lack of accountability for their errors in processing my refund is disgusting. I will never do business with Mark & Graham or any Williams Sonoma brand again.

I got a commuter 2-1 bag from them . It had the worst hold of all bags I have ever owned for suits and shirts. They get crushed and need full ironing all over again. Horrible!

BEEWARE — MONOGRAM IS JUST A STICKER! I ordered a ceramic trinket tray and a bamboo handled lacquered tray and the monogram on both is just a cheap sticker that I’m sure will peel off. Cheap AND tacky. And they charge $15 For a monogram that is really just a sticker Seriously? Will not buy from them again.

Quality not what is marketed very disappointed just sent them email let's see what they do

DO NOT SPEND YOUR MONEY HERE

I ordered an Italian Leather monogrammed tote for $364 and it was a complete scam. The color was wrong, not genuine leather, light as a feather, with cheap handles and a crooked monogram. They would not refund me. Do not buy from them!

I can't believe how poor the quality is. The train case is $100 and it's a joke. There are a few leather accents so they can claim it's leather but most of it is thin plastic. I would be less upset if it was properly hard sided, but it's flexible! I do not have high hopes for it's survival on long trips. This is *maybe* worth $40. They should be ashamed. I am so sorry that my family spent money to buy this for me.

Went to return two items and was told it was going to be $12 which is crazy considering both items combined weigh less than 1lb. Was told that it was not a shipping fee as I asked if I could return using my own shipper. If this is not a shipping fee, what is it for? They're return policy says nothing about how much they charge to return an item. Total ripoff. I will never purchase anything from M&G again.

CAN NOT BE TRUSTED. I placed an order and was told I would have it by a certain date. It was a gift for my uncle's 90th birthday. I was told I would have it in plenty of time as it turned out I received an email that stated item would be delived on the 27th. The day after the party. I called and they told me "sorry we can't help you. " The agent said he can only "add a note" he said "It's a long shot but I will let them know". It's a long shot? So now I have to find a gift that I can give him on his 90th birthday and I can not return the gift once it is delivered because it is personalized. DO NOT USE THIS COMPANY! I will never use tham again!

A scam of a company using deliberately deceitful practices. A non-returnable “Final Sale” item is NOT MARKED anywhere - not next to the item, not during check out, and not on yr receipt. Only a company that is intentionally scamming customers would engage in such a practice. They post no reviews online and there’s no Customer Service email - both red flags. Do not do business with them.

I purchased a camera bag that was inaccurately represented on the website. When I called to return it, they said it was final sale, even though there was no indication of that during the checkout process. Customer service would not budge and I cannot give this a low enough review. I will never do business with this company again and encourage others to never shop here.

Extremely disappointed. Placed an order on Dec.4. Two days later I received an email confirming the order was ready for shipping pick up. I continued to monitor the confirmation and the delivery date kept getting pushed out, the reason stated was not picked up by the vendor yet. About a week and a half before Christmas I called customer service who advised there was a problem with the shipping tracking number and they had made a new one, my order confirmation would be updated with new delivery info. Christmas came and went and no delivery. Today (Dec. 27) I called customer service and was advised UPS still didn't have the package. So in other words, although I was charged for the item on Dec. 6, it still hadn't even been shipped. Current delivery status showed it was pushed again to anytime between today and Jan. 4. Obviously today wasn't happening. Requested the order be cancelled and my money be refunded immediately. Customer service advised I would received refund confirmation within 48 hours - we'll see.

I ordered playing cards in a leather case. Pretty simple. Ordered Dec. 9th and still did not arrive by Christmas. Called mark and graham on Dec. 26th. The call was handled by a lazy customer service rep that displayed zero empathy or concern. She told me to take it up with UPS and let their claim process take its course. I told her it should not be my job to baby sit UPS. She told me to please hold and then disconnected the call. I have since called 6 times trying to get this resolved. I will never order from this company again, including Williams Sonoma or pottery barn. It’s great IF things go as planned but if they don’t be prepared that they have extremely poor customer service call centers. I still don’t have the item and since they processed it as a refund they actually think I will place a new order with them again? Not a chance.

This company is awful.

I purchased $300 of items on the 14th December for Christmas. The promotion said everything would arrive before Christmas. It arrived on the 26. One piece was AWFUL. Not at all like the picture on the site. Comically bad.

Then the customer service acted like the delay was my fault.

No one should shop here. It's embarrassing for west elm, William Sonoma etc. which they trade off to legitimize their business. I don’t even understand how they are the same company.

We purchased "Terminal 1 Zip Front Carry-On and Checked Luggage Set" - probably the worst performing luggage I have every bought. After 1 trip being checked, it looked like it was 3 years old. After 3 trips, there are pieces falling off, screws sticking out, "monogram" worn off / peeling, cracks and dents in the case. This might be OK if you plan to just take road trips in your car, but if you plan to check the luggage, you should not waste your money.

Well, looks like everyone has the same experience as me. Paid a lot of money to have something by Christmas. Turns out, won’t arrive til LATE January. They also never sent a confirmation email, so it was impossible to track the package or verify ahead of time. The chat agent treated me like I was an idiot and refused to refund me. I never write reviews but feel cheated. I would not trust them with your money.