Mark and GrahamArvostelua 

Don't OVERPAY for personalized items from Mark and Graham. Many online places are way cheaper, SAME ITEMS. More personalized help and better service. I found that smaller companies care to make amends for their mistakes.

I ordered two personalized Christmas gifts way in advance. I looked at both gifts, which were around 250 dollars, and there was no personalization. I chatted with a live person to get it replaced ASAP and expedited it in time for Christmas. There was no attempt to accommodate a return customer who spends thousands a year.

I was told that I could keep the 250 dollars worth of non-personalized gifts, and they would credit me 35 dollars, and they would be the final sale. (OK, give me about 15% back.) Leaving me to have to rebuy the gifts That were not on sale for what I originally paid, and still not be here for Christmas.
or
Initially, send the items back, and WHEN they receive them, they will make and send them, then ship them, which would be way late for the holidays.
Then I complained, so
she said, ok We can make them and send them out while the original wrong order was on the way. WOW
Then again, I said unacceptable.

I was left with this. I can do the exchange, not shipped expressed -so no present for Christmas, and when it's all done- they would release a credit; however, they would not tell me until all this is done or the amount. So you don't know how much they will credit you for all this aggravation and again contact them with a credit for which all I know is 5 dollars.

Bad experience similar to what others have reported. Paid an arm and a leg to receive item by a certain date. Item did not arrive by date needed and company refused to refund shipping cost. The company's website is plastered with notices that with rush shipping you can receive your order in time for Christmas. Don't believe them.

I ordered a Corkcicle cigar glass on 6/12/2024 and they said it would come from the 11th through the 17th, and I got it on the 17th. I am happy with my order

I ordered 2 items on December 7th. No issues mentioned on getting items before Christmas. Received email on 12/15 stating shipping has begun. Today, 12/19, I called to see where my shipment is and the customer service person said........if you would like to understand where your items are, you need to call UPS. I said, what? I ordered the product from your company. You want me to reach out to a 3rd party to find out where my items are that I ordered from your business?

I ordered a golf marble tray, green for a friend that lives out of state. She received a black vase! Not even close to what I ordered. I have tried with Mark and Graham to have the correct marble tray sent to my friend. They want her to send back the vase. I don't want to inconvenience my friend to have to send back the vase that is monogramed. It wasn't her fault that Mark and Graham sent the wrong item. This was my first time ordering from Mark and Graham. It will be my last time ordering from them! I feel there customer service is not customer friendly. Be careful when ordering!

I would like to rate this website with 0 stars
I made my Christmas list (big mistake) and ordered 14 acrylic trays monogrammed for my family and friends, with plenty of time to receive them before Christmas, my order was cancelled on December 16th, my 674$ LOST, I paid with a store gift card and they will “supposedly send it by USPS some day”
This is beyond frustrating, not only to loose my money but not to have my presents on time or ever
By the way, don’t bother to ask for a manager to solve anything, they are they are much more incompetent than the regular customer service

I am beyond frustrated with Mark & Graham. I placed an order on December 5th for a personalized Christmas sweater for my dog, which cost $70. I ordered it specifically for my dog's Christmas photoshoot, which had been booked well in advance. I was eagerly anticipating a beautiful sweater with my dog's name on it, something special for the occasion.

However, what I received was completely wrong – not only was it the wrong item, but it was also a cheap $15 hat with the name "ELLA" on it. My dog's name is NOT Ella, and I ordered a sweater, not a hat. How does this even happen with something that was clearly personalized?

To make matters worse, I immediately reached out to customer service, hoping for a quick resolution given that the photoshoot was this week. Unfortunately, Mark & Graham failed to correct the issue in any meaningful or timely way. They left me in a lurch with no solution or replacement in sight before the big day.

This has been a truly disappointing experience. Not only did I spend $70 on an item I never received, but they also failed to deliver a timely resolution, leaving me scrambling at the last minute. This will be my last purchase from Mark & Graham. Their lack of attention to detail, poor customer service, and total disregard for the importance of timely delivery during the holiday season is inexcusable. I wouldn't recommend them to anyone looking for personalized, reliable products.

It’s a scam - they print a UPS label but never actually send you the product. Customer Service is absolutely no help and will not refund you.

I purchased a luggage set. The luggage fell apart within a year. They look good but the quality can't hold up for its purpose. The luggage has cheap plastic pieces on it that easily break off. I contacted Mark & Graham customer service to see if I could order replacement parts and screw it back together. They said they don't offer replacement parts and said it wouldn't be under warranty and blamed the airline for the damage. I fly regularly for work and have never had any issues with my inexpensive luggage from Costco that I used for many years. If you don't fly and your trips are via car, this luggage may be ok but if you fly, please know you are wasting your money because their luggage is of poor quality and can't withstand airport handling. Shame on Pottery Barn for partnering with a company who produces such an inferior product.

A metal clasp on messenger bag strap broke. It was cheaply made and the metal was brittle. customer service offered no replacement. they did not stand behind their product.

Reduculous. Don’t order from here. Wanted to make a change 10 minutes after ordering and was unable to. And should have read all the reviews anyway. Scam!

I ordered a gift for a 70th birthday. It was delayed twice. I called customer service and was told that the delay was due to a production issue and was promised a call back to update me on the delivery. The call was not returned however the product arrived a week later and to my disappointment it was not as i expected. The presentation was awful. One item was missing the monogramming. I am very disappointed.

I placed an order on Oct. 9, 2024 that remains unfulfilled as of today, Dec. 2, 2024. After spending 33 mins on the phone trying to get my $130 back, I am told the best they can do is to “try” to cancel it. This is unreal.

ordered a holiday sweater fro my goldendoodle wiht his name on the back, apaprently the address was wrong, I contacted them several times for correction of item, they refused a refund or even to offer a 50% off e-order to correct address plus their shipping standards are questionable because they sent it USPS then it goes to UPS making it harder to track item if it is lost and it this case it was. After many calls between them and the post office still no product and they refuse to refund or send the product ordered. NEVER AGAIN IT IS HARD TO LOSES NEARLY $50.00 because of their poor ability to resolve shipping issues.

The worst experience. I ordered a Christmas gift for my friend and paid $125. I couldn’t see gift wrap option when I checked out (I missed to mark it), so I sent an email RIGHT AWAY to see if they could include gift wrap in the order. They refused the request saying that “We do not have anyway to send it as its only available at the time of check out. - Kayla B”
My email was sent right after the payment, i do not understand why they couldn’t add it in my order.

I don’t think I will shop there anymore. Not recommended.

I ordered men’s white handkerchiefs with monograms. They were the worst quality. They also had big labels sewn into the hems that could not be taken off. Since they were monogrammed I could not return them. I had to throw them in the garbage. They also came all wrinkled. I will never order from them again.

Mark & Graham's products are cheaply made and not worth the expense. If you bring the shabby work product to their attention they will refuse to rectify the issues because of their 30 day return policy. This is especially egregious for Christmas presents when you have to order more than 30 days out to assure delivery by Christmas and won't know how shoddy the item is until after. STAY FAR AWAY.

Subject: Re: Mark & Graham Shipping Confirmation #343103824102

Good Morning, Customer Service:

Once again I am disappointed with your poor customer service. After three phone calls requesting that the delivery be changed from Westport, CT to 128 Edgemere Way South, Naples, FL 34105, I just got the above notice about the wrong delivery address.

I told Customer Service that I am in Naples, Florida right now and that if the order is shipped there it will sit at my front door for three weeks. After being promised that the shipment notice would state that the delivery address would be changed it appears that this communication was ignored or you have a faulty system.

I have no other choice but to cancel the order. After extolling the virtues if Mark & Graham I will now go on a "HOLY CRUSADE" advising my friends and family not to purchase items from your company since you cannot be relied upon to change a simple change of address request. You have a deficient system.

The first order that I placed with Mark & Graham was for 3 large monogrammed etched acrylic trays and it was recently given to three couple at a family reunion in Annapolis, Maryland. I will now tell them the Mark & Graham dropped the ball and do not do business with this company.

If it is shipped to my Westport address, I will return it to you company, please process a credit to my Visa account and provide me with shipping directions.

DISAPPOINTED CUSTOMER,
Joseph Vaccarella

I initially purchased a Messenger bag from Mark and Graham, along with a separate travel bag, expecting high quality as advertised by the brand. When the Messenger bag arrived, I found that the zipper was broken, and the leather quality was poor, with visible imperfections. Due to these issues, I decided to return it. Shortly after, I received the travel bag, but it, too, showed disappointing quality problems, including impressions on the leather that made it seem as though it had been handled or assembled on a rough surface, along with scratches and a generally poor finish. Given the issues with both bags, I contacted Mark and Graham to request a return for both items.

Their customer service team confirmed that both items were eligible for return and provided me with two separate return shipping labels—one for the Messenger bag and another for the travel bag. Following their instructions, I returned each item using the respective labels. After sending back the travel bag, I received a full refund for it. However, instead of issuing a refund for the Messenger bag, Mark and Graham sent me a replacement Messenger bag without my request or consent, which is currently in transit.

When I tried to initiate a return for this replacement Messenger bag on Mark and Graham’s website, I found that the site would not allow it, effectively blocking me from returning this item. This is in direct conflict with the initial confirmation I received, which stated that the Messenger bag was eligible for a return, and contradicts my original request for a refund rather than a replacement. Recently, on November 1, I emailed Mark and Graham’s customer service to clarify the situation. I reiterated the quality issues with both bags that justified my return request, explained that I had returned the Messenger bag according to their instructions, and expected a refund rather than a replacement. I have asked that they honor their initial confirmation by processing a refund for the Messenger bag and providing a way to return the unwanted replacement.

"LIED TO" ---
Close friends of ours lost a newborn baby.
I ordered a specialized doormat for their new home to ease their pain with a "better welcome".

THE ORDER WAS ON JULY 29TH 2024.
IT IS NOW OCT.30TH.

I CALLED 3X FOR THIS ORDER.
CONTINUALLY DELAYED FOR 2-3 MONTHS.
PROMISED A REFUND 4X--AFTER CALLING
IN AUGUST, SEPTEMBER AND OCTOBER!

IT HAS NEVER ARRIVED.
I STILL RECEIVE DELAYED SHIPMENT NOTICES--
AFTER being told that I would see that, but
STILL GET A REFUND NOTICE/FOLLOW-UP.

EACH TIME, I WAS TOLD:
"WE are so sorry. The vendor is responsible.
YOU WILL RECEIVE A FOLLOW-UP CALL AND AN EMAIL REGARDING YOUR REFUND.
"WE WILL REFUND YOU."
NEVER HAPPENED!

IT IS NOW OCT. 3OTH.
I see that in my account the shipment is now showing this:
Wednesday, October 30
Image of Golf Cart Personalized Doormat, Green
Golf Cart Personalized Doormat, Green
Item #: 8350020
QTY: 1
$99.

NEVER ORDER FROM MARK AND GRAHAM.

THEY WILL "KINDLY" PUSH YOU ALONG WITH
ANY COMPLAINTS.
THE REPS HAVE NO CHOICE.
THEY ARE KIND,BUT HAVE NO CHOICE BUT
TO DECEIVE.
THIS COMPANY IS NOT CREDIBLE.

SADLY, I STILL LOVE THE POTTERY BARN TEEN LINE.
WHAT A SHAME.

LIZ S NEW YORK