Mark and Graham Arvostelua 

Ordered a weekender leather bag and no where did it say final sale- tried to return and all they wanted to give me is a store credit! No way- very poor customer service even when I asked to speak to a supervisor. Could not be more angry

ordered a clear pouch with $15 extra for monogramming, which was a cheap sticker that peeled off immediately. Customer service can't handle anything without long waits for a supervisor to review. Don't waste your money!!

Leather Zipper Tassel Pouch, Blush, Printed
Item #: 8732468, monogramed
Monogram is off center so does not look great.
Unable to return because it is a customized product.

I purchased a waterproof caning tote. It took months to arrive without explanation and after a few uses it is falling apart. The quality of the materials is garbage for the price ($130). The quality of the product is in no way comparable to the related companies (Williams Sonoma, Pottery Barn, etc.). The quality is comparable to what you would expect from a discount store like Dollar Tree. Never again.

Ordered a wallet online 8/1/24. Estimated 9/17-19 delivery. On 9/20 received an "update" - delivery estimate 10/7-9.

Sought to cancel order - Mark and Graham, despite their failure to fulfill their promise upon purchase, refuses to permit cancellation of the order.

Do not purchase anything from what should be called "Malicious and Garbage".

Update: I phoned their third-party customer service and was able to cancel the order. Of course it merely takes one or two clicks for M & G to extract money from customers, however the same customer cannot cancel the order via clicks. I had to call and spend time on hold and answering questions to finally cancel the order.

I bought a monogrammed carbon fiber wallet for my husband for Christmas 2019. Their website promised it would last for years (lifetime) as the material is supposed to be very durable.
Within 3 years, the exterior had started to shred. Now more than half the exterior is shredded. I called customer service. The carbon fiber wallets are no longer sold - and they are refusing to do anything. The customer service agent wanted me to find something on their website that guaranteed the carbon fiber wallets. Well - they don't have them on their website anymore, so that's not really possible, is it... I finally gave up. I will never buy another product from this company.

I have never written a bad review about a product- never - and yet I am so disappointed. I ordered a luggage set and finally was able to use both pieces. A plastic piece fell off the first time I used it and now there is a nail sticking out of the side. My husband cut himself on the nail and yet all I requested was a replacement of the small plastic part that came off. It was not inexpensive luggage. The customer service rep, Shane, just kept repeating her memorized customer service response, "we have a policy that we will not deal with anything after 30 days" . I even offered to pay for the piece that fell off and but continued to hear the same response. Yes, I am frustrated and incredibly disappointed. Maggie of Montville, NJ
Do not order anything from this company.

TRUST ALL OF THE NEGATIVE ONLINE REVIEWS ABOUT THIS COMPANY. I read multiple negative reviews about Mark & Graham, on this platform and others, but decided to give the company a try anyway. Boy, did I learn my lesson. This company is a scam, and you are almost guaranteed to be disappointed. Customer service is useless and not willing to help.

This is a follow up post regarding my June purchase that never showed. With a CS function that has NO email communication, I'm just constantly being told on the phone by their agents that the charge upon my order confirmation was just a 'pending authorization' and ultimately because they were unable to charge my credit card (and seemingly quoted me a wrong one they had on file, unsure if it's an intentional scam), they had to cancel the order. They also had the 'Track My Order' site display it was cancelled and no amount was ever invoiced. My bank has just verified that the amount was charged, already paid out in my last month's statement, and no refund is seen. Now I need to go back and ask for a refund which seems to be an unlikely outcome given how adamant their agents have been in blaming the consumer. This is a very irresponsible and unresponsive company.

Luggage looks fantastic but for the price I expect to be able to order replacement wheels and the little plastic “feet” on the side of the bag. They do not sell replacement parts even though it is all accessible from inside the bag - it would be so easy. Instead they told me I need to replace the bag entirely.

I have just concluded a phone request for assistance in questioning a product that was gifted to me about a year or less ago by a dear friend which has deteriorated to the point of uselessness! There was absolutely NO apology or concern about my predicament or inconvenience! The product in question is a small leather change purse in a plaid design whose monogram has faded and a zipper that has broken! I cannot say I have used this item to the point of destruction like the customer service rep implied! The policy for correction of this defect is 90 days! This is the outrage! Their products are NOT inexpensive but their quality is substandard for sure! I will not be ordering any future items from this company and will be warning my friends and relations to do the same! What happened to “The customer is always right”??? Mary Ellen Collins

Do not purchase from this company. Like other comments, they have a deceptive return policy. Sites will typically say Final Sale next to the price. Unfortunately M&G will only post that information after you scroll down the page under a drop down. Their customer service is not forgiving and will not honor a return despite this experience.

Received my order: monogrammed tray absolut garbage for $230. Returned. Gold handles had discolored spots, and there was a lot of speckles around monogrammed initials. Very disappointed.

I bought a leather Fanny pack 2 month ago and the leather already fading away, it shows bad quality leather. I spent $180 for a cheep quality.Bad purchase!

I purchased the Mark and Graham terminal 1 luggage. The quality was terrible, things fell off after first use with the original purchase and the replacement revealing sharp screws. The return process was equally terrible. I had to call twice and the second time was more than an hour long. The rep was great but the system limitations and waiting for approval took a long time. Then they only offered refunds via a gift card or original card purchased.

The company has many items on their website for sale which are final sale, but are not clearly marked as such. I discovere one of the items I purchased was a final sale item when I tried to return it, as it was of poor quality and I did not want to keep the bag. There was no notation that the item was final sale in the cart. When I called to ask why the item was not returnable, it was brought to my attention that in the final checkout screen, right before your payment is processed, there is a line in small print (which is not easily visible) that the item was a final sale item. Nowhere in the cart or the prior checkout screens was it noted that the item was final sale. While I don't mind buying final sale items when I clearly know they are final sale, I can't respect a company that uses small deceptive print to indicate an item as final sale effectively tricking some buyers into purchsing an item that they aren't aware is final sale. I will not be purchasing anything from this company again.

I wish I had read the reviews. I ordered a bag, the order confirmation had one price but they charged my credit card a different price, higher by $30+ When I called customer service, they refused to look at screen shots from my credit card statement and told me it was my problem. I escalated it to a manager after more than 30 minutes of trying to get it resolved, who first tried to blame me for their overcharge, then tried to say it was the credit card company's fault. How is that even possible? The credit card company posts what they receive.Then they tried to tell me that my transaction wasn't proof they overcharged me. Excuse me? There's one order in the system and one on the card - one of one. They continued to decline to look at evidence they mischarged me and more or less called me a liar. WOW. I sent through a chargeback and am waiting. This company does not care about its customers, as evidenced by their poor rating. They're owned by William Sonoma and West Elm and so I'll be steering clear of all of those brands.

Essential Hardside Luggage has no warranty. I just called Mark and Graham about their essential hard side suitcase and was told there is no manufacturer warranty and they only have 30 days guarantee. I only checked in the luggage two trips since purchase — first time there was a bump and second time a crack. How can almost $200 suitecase not withstand 2x check in. Never buying from this store again. I was so excited about the product and been eyeing it for years but for the price I hesitated and read great reviews.

Buyer beware!!! Terminal 1 luggage is not up to hype. Not worth money!! I paid more than $700.00 for 2 pieces of this luggage!! After one flight, that’s correct, one flight, the luggage has non repairable dents, and the outer plastic is cracked & so breached. For $700 I expected much more durable luggage. When speaking with customer service supervisor, Mike, He said that and plastic cracking& dents was not covered under the lifetime warranty. That because he knew his job is the Deflect and protect the companies money. When I asked what was Icovered, he Directed me to their i . So I asked the question; do you want to spend this much money on luggage and be treated like I have stated above. I now have to replace luggage that literally would have looked better if the plane crashed. This is what you should expect from Mark and Graham luggage company, High end luggage, in price only. It won’t survive the trip, is their new motto.For better value & no expectations I’m going to buy luggage from goodwill !!
I have the pictures to prove it.

While this company was once renowned for its top-notch product quality and outstanding customer service, my recent experience has left me deeply disappointed. During my latest order, I inadvertently forgot to request gift wrapping, a service I usually rely on. Upon realizing my mistake, I promptly reached out to their customer service team, hoping to rectify the situation.

Unfortunately, my encounter with an agent named Daisy was far from pleasant. Despite my willingness to cover any associated costs, her response was curt and unhelpful: a flat-out "no." Seeking alternative solutions, I inquired further, only to be met with the same dismissive attitude. When I requested to speak with a supervisor, the exchange only worsened. After enduring a lengthy wait, the supervisor, who identified herself as Karen without any introduction, reiterated the company's unwillingness to accommodate my request.

This encounter has left a sour taste in my mouth. Despite having previously praised their exceptional customer service, it's clear that something has changed. The lack of empathy and unwillingness to collaborate on resolving a simple issue speaks volumes about their current standards. To spend $80 on a graduation gift, only to receive it without the requested gift wrapping, is disheartening.

As a result of this disappointing experience, I've made the decision to cease future purchases from this company. It's regrettable to see such a decline in the once-exemplary customer service that I had come to rely on.