Mark and Graham Arvostelua 

Caveat Emptor-

The warranty is NOT lifetime and is VERY limited.

Which is disappointing as I not only purchased myself a set, I also purchased a set for my daughter, son, husband and mother. That is upwards of $2500+ in luggage alone. This is not inclusive of what I/we spend in the other Key Reward Brand stores such as Williams &Sonoma, West Elm or Pottery Barn.
I have now been told that replacing the damaged piece with exposed screws sticking out the side is not an option. Very saddened by this as Mark & Graham cut corners and used plastic to cover the screws and did not use an adhesive or bonding agent to ensure the covers would not come off exposing the screws.

This is very frustrating as clearly the piece that covered the screws must of been defective much like a Boeing plane.

I will likely be reconsidering who I choose to do business with going forward and this now includes all Key Brands: Instead of Williams and Sonoma, I will be looking to Sur La Table and Instead of Pottery Barn, I will go to Ballards.

Disappointing as I needed custom drapes made from Pottery Barn. I am thinking that Ballard, while more expensive would be a much better choice.

Thank you and kindest of regards,

Monica Graham Hofmann

***Date of Purchase 11/2023
Incident occurred returning from Myrtle Beach, SC on 4/7/24.***

I wish I had read the reviews as well. Their website is awesome and with the pricing you think the products would be super high quality. Don’t order the monogram! It’s just a sticker on the luggage that you could order online. Not embossed or engraved. No returns on monogrammed (or sticker) items when you could easily pick the letters off. The luggage is flimsy and plastic. This company is a rip off.

My order came to $149.81. To qualify for free shipping it needs to be $150. I called two different people to see if they would waive the shipping for 19 cents and they said no. I guess it is not worth a sale to them as I didn't purchase the gift!

I ordered a beach bag that shipped super quick! Its so cute and came with no imperfections. I’m shocked by the bad reviews

I purchased a Carry-on bag for $199.00, item #4062780. When I purchased the bag they told me that it came with a limited life time warranty. Due to covid, since I didn't travel, it remained in my closet, it was brand new, when I used it the beginning of March, The button to the lock broke off during normal usage. I assumed that it was a manufacturers defect. When I called the customer service number I spoke to a lovely woman Named Brianne. She referred the call to her manager Amy who asked for a picture of the luggage. I forwarded a picture to her and she decided that there was "too wear and tear on the bag" AFTER ONE USE ? , I wish I could attached a picture here for everyone to see, its brand new except for the missing button. Like most of the other reviews here, I now regret not reading the other reviews.!

I was sent a bag with the wrong monogram, was promised a replacement 2 months ago. call every week. get the same response, no refund, have to wait for the replacement that never arrives. customer service is terrible. do not purchase from this company, they are unwilling to resolve an issue.

I have the expanded terminal 1 checked suitcase. On the first flight, one of the four legs came off and screws were left sticking out. I contacted customer service and they said there was nothing they could do as the damage occurred after it left their facility. All I wanted was a replacement piece that probably cost them $1. I ordered several items from them as Chistmas gifts and while those items are fine so far, I will NEVER order from them again!

I ordered 8 monogrammed gifts. All were perfect and shipped quickly. Everyone loved them!

Customer service went above and beyond to help me. I spoke to Damien and he was super helpful. I received the wrong color bag, but it was monogramed. They show that I made a mistake in the ordering, but I do not believe that is what happened. Either way, i had a monogramed bag I did not want. Damien worked with me to get me a full refund so that I could reorder the bag that I wanted. Thanks you Damien! Great customer service Mark & Graham!

I wish I read all the reviews too on here before buying an item from M&G. I ordered and paid for a monogrammed clutch and it showed up WITHOUT the personalized monogram. Just a plain clutch. And because on my online account it shows as "monogrammed" I can't start an online return as monogrammed items are not returnable... so I have to call their customer service and after reading all the reviews on here on the abysmal client services, I'm not wasting my time calling and will just write this off. I will never order from this company again and hope others read this before they do!

OMG!!! I wish I had read the reviews before I made my purchase. They have a very impressive website so I thought it was a reputable company. Also, their products are relatively expensive so I assumed they would be of great quality. I must say I was pleased with the monogrammed men's shoe bag. I ordered two for a friend and only one arrived. I have called customer service, and written the PR director, yet nothing has been done to send the second bag or refund my money. They are not going to get away with it. I want my refund! I will make sure that no friend or family will ever support this business.

This is my second Mark and Graham item and I will NEVER buy another. I bought this bag, and not only did it show up with scratches, just tapping it with your nail leaves a scratch. Everything it touches leaves a mark. I also bought a piece of luggage and the zipper gets stuck and the leather trim had gashes in it right out of the box. Unfortunately, because I had them monogrammed they refused to accept a return.

Absolutely horrible. Terrible customer service. I ordered a custom set of golf balls for Christmas and I received the wrong customization. I returned it and they sent me another one which was also wrong. Comical at this point. It was over $100. If you’re looking to get a custom gift, stick to small businesses from Etsy.

I ordered a custom tray Dec. 14, 2023 with the delivery date stated as Dec. 22. On Dec. 22 the delivery date changed to Dec. 24-26. On Dec. 26, the delivery date changed to Dec. 30th and on the 30th the date changed into January. The gift was a customized winter themed tray I was having delivered to my friend. On January 9th I called and was told they would make it right so they re-ordered the tray with 2 day delivery told me after delivery to call back and they would refund my money as a courtesy. By January 17th - no tray. So I called again. They told me it was delivered buy my friends had not received it yet. I asked about the refund and the rep kept me on hold the phone for 20 mins. only to tell me that he could refund me $10. He would. need a manager to refund me more. I said, "you kept me on hold for 20 mins for $10, why didn't you get a manager in the first place, given the situation to begin with?" He started to give me some reasons but by this time I was upset and told him thank you, I will not order from your company ever again and I am going to hang up now.

I had purchased a monogrammed hat for myself for Christmas and my husband also got me one as a gift. Both hats feel very lose on my head. They are fine for walking my dogs around the block but I wouldn't wear for skiing they will totally blow off or you will have to keep stopping to pull your hat back on and who wants to do that on the slopes?

Do NOT order from them! I ordered a customized gift for my sister and spouse for Christmas. My sister sent me a picture of the tray with only her name on it! I called immediately and they told me they were sending a replacement tray. 3 weeks later - no tray. I called again and apparently they no longer carry the item. No one notified me. The customer service representative said he could refund me but only if my sister mails the personalized tray back to Mark & Graham. What is the point of that? It was a gift and now we are left with dealing with the headache. I told him to forget it- I'm not asking her to do that since it was a gift.

I know you’ve heard this before, but I would love to give this company zero stars. I ordered and had gift wrapped a briefcase to give my husband for Christmas, and when he opened it, it was covered with mold. So I immediately did a return and have been waiting for the credit to go onto my card and just found out today that they are sending me a store gift card. As if I would buy anything else from them. It’s ridiculous and their prices are way too high anyway. Will never shop with them again.

Worst customer service ever!

On December 12th, I placed an order for 5 Printed Fillmore Vegan Leather Luggage Tag and Passport Cases. Unfortunately, upon receipt, two of the luggage tags were not printed, resulting in a lack of gifts for family members on Christmas Day.

After alerting customer service on December 24th ), the replacement package arrived with two passport covers printed, while the luggage tags remained unprinted. Once again, I found myself without the intended gifts for my family on New Year's Eve.

Despite my subsequent call on January 4th and the assurance that the luggage tags would be printed , the issue persists. The received luggage tags are still not printed with the requested initials.

Each customer service call has consumed approximately 45 minutes of my time, contributing to my growing disappointment. Considering that Mark & Graham came highly recommended, this entire experience has been exceptionally disheartening. Frankly, it is outrageous that after three attempts and over a month, this matter remains unresolved.

As noted by most of the reviews, I wish I would have read the reviews first. I bought a suite of luggage (very expensive) from them and I had them monogrammed, which means I cannot return these crappy bags. They are difficult to zip, latches are hard to close and they are so filthy after just one use. Please don’t waste your money.

The worst fulfillment that I have ever dealt with in my life. I tried to resolve an issue with two pet puffer jackets for over two weeks. They were never delivered and I had to force a refund. Never order anything from this company. The have the worst customer service.

Stay Away

Their customer service is abhorrent