Mark and Graham Arvostelua 

Do NOT buy from them
First time customer and will never order from them again. They are the worst customer service I have ever experienced. Beware of ridiculously high shipping and return charges that they don’t tell you about.

Absolutely AWFUL customer service. Item arrived damaged and they refused to make the situation right. Supervisor was nasty and incompetent and unwilling to help. Disgusting excuse for a business and William Sonoma should be ashamed.

My husband bought me their $500 2 piece luggage set for Christmas. 9 months later and the handle broke and they refuse to fix it even though it states it has a lifetime warranty. This is not normal wear and tear- it’s a product defect but they refuse to do anything about it. Don’t spend money on expensive products that don’t hold up and have proper customer service to accompany it. That’s Mark and Graham

Printed my item wrong 3 times, terrible customer service! Spent a total of 4 hours dealing with everything!They asked me to send it back but never followed up with info how to send it back. They finally told me not to bother sending it back so I threw it out since it was a gift for someone and it was incorrect Now they won’t refund my money and I’m out $118! Won’t write more because I’ve already wasted enough of my time with them!!! BEWARE!!

M&G hid their return policy in fine print (font size = 6) on "final sale items" and would not take an undamaged return or offer a store credit.

DO NOT PURCHASE FROM THIS VENDOR

Horrible customer service and overpriced goods for the quality. Big mistake. I should have never ordered from them. I can't reach anyone on the phone and they don't respond to emails. I ordered a gift and it is arriving in three separate shippings and I wanted it to arrive all together in one package. I won't use them again and am bummed I didn't read reviews before I purchased.

Terrible customer service. Paid $38 for shipping and when I needed to update the address within a day of order, then first told me it would cost another $40 and then told me nobody was available to make the change. Wish I would have seen this horrible reviews before purchasing.

Buyer Beware. Do not purchase the Leather Tie Tote. It looks nothing like the picture. The leather is cheap & crinkly. Has I seen this bag in person I would never have purchased it & I had it monogrammed so now I can’t return it. Nice scam. Sell a crappie looking bag & oh! let’s offer to monogram the bag at an extra charge & then we don’t have to take back our ugly bag because this bag has a monogram on it. In hindsight what I should have done was go on your website & then I could have read all your bad reviews (and that’s putting it mildly) & then I would never have ordered the bag because it resembles nothing like the picture. Mark & Graham whoever you are should be ashamed. You mislead me with that picture & you know you did because I sent a picture of the bag that I received. Forget about the monogram. You know that picture doesn’t even come close to the actual picture on your website. So you keep my money & please don’t respond with some we’re sorry blah blah blah. Just remember that in this life you reap what you sow

I bought the striped leather carryon luggage. Looks great. Rolls like a rusty shopping cart. Can’t send it back because it was on sale. And they’re ignoring my emails to customer service asking about a DIY fix. Won’t be using it for my upcoming trip to Europe… and I’m not one to rage on social media, but I will be discouraging people from buying their luggage.

- Deceptive pricing online
- Sale or shipping codes do not work
- Bought luggages worth 900 dollars, went on sale 2 days later, tried to get the price difference and guess what - company will not honor it. The only option they gave me was to return, pay for shipping and re-order. BUT the fine print says you cannot return personalized/ monogrammed items.
WTH

Expandable Terminal Checked Luggage - Traveled via air one time with this bad and it looked like I had picked it up off the side of the road. Parts broken off and scratches everywhere...airline said normal wear and tear and M&G doesn't sell or stock replacement parts. I was able to get some of the black marks off with a Magic Eraser. Used it once again this past week and it completely fell apart. I think these pieces are good for local travel, but if you are traveling via air, buy something more substantial as these do not hold up at all.

I ordered a shower curtain set with matching bath mats and towels in December of 2021. They sent the mats and the towels. Both were super thin and not absorbent, however I kept them to match the shower curtain, which I was told was on back order. After several months, I called to check on the curtain and they said it was still coming. I called again several months later and got the same story, that Covid was holding up inventory and asking me to have patience. I waited and called again in December 2022 and was told they were still working on it. Today I called again (two years have gone by) and they said the curtain I ordered was no longer available and I was not charged for the curtain and that they notified me January 2, 2023. However, they refused to accept a return for the mats and the towels, which I no longer need since I ordered them to match the shower curtain over two years ago! After an hour long conversation with customer service rep, Bryce, and him checking with an unnamed “member of leadership” I was told that the mats and the towels were no longer eligible for return. I was advised I could check the website for return information. They claimed to have emailed me about the cancelled curtain January 2023 but I have no email from them about this. I have not missed any of there other emails. They said they sent three on the same day. I did a search in my emails and only the original one is there with shopping and tracking information. The tracking update does show cancellation on January 3rd but there is not a new email so I would have had to have kept checking the tracking. This didn’t match what the rep told me about three emails being sent to connect with me. The company should accept a return for the items that match the shower curtain. They asked me to wait.

I ordered champagne flutes with a monogram of 2 initials with a decorative line between them. The web site showed the monogram would be approx. 2 inches tall on the 6 inch flute bowls (the part that holds the liquid). When I got them, you could cover the entire monogram with a dime. So the 6 inch flute bowls had a monogram about 1/2 an inch big.

I called customer service and they asked me to email them pictures of the glasses. That's the last I heard from them. They never responded to my initial email that they asked for or the follow up emails I sent asking for an update. They did send me an email asking me to review my interaction with the customer support representative. Listen to the reviews and do not buy from this company.

I would give this company a negative number of stars if that was an option. After receiving numerous email promotions advertising a summer sale, I attempted to order a carry-on and checked bag sized set. The product page of the website showed the cost was $399.99, but when the product is put in the shopping cart it was $412.49. Then, when I attempted to use the free ship code that is posted at the top of EVERY SINGLE PAGE OF THEIR WEBSITE, Code SUMMER, the screen display said the code entered doesn't change the price. A shipping charge was added anyway. When I called Customer Service to report the problem, I was told the problem would be reported to the I.T. Dept. The customer service person wasn't even able to honor the price they advertised by placing the order for me by phone. To add insult to injury, there is a statement saying they do NOT allow you to cancel your order or receive ANY refunds if the product ends in .99 in very small type and my product did end in .99. So, good luck getting your order fixed or your money back if you don't notice the price differences.
This is a totally deceptive business practice as I am quite certain that they are just hoping that nobody is going to notice these price differences and the disclaimer that is almost illegible.
DO NOT ORDER ANYTHING FROM THIS COMPANY!!!!

Was a problem with pricing on website. Was on phone with customer service for 20 min. Totally unhelpful and slightly rude

I ordered monogrammed handkerchiefs with my initials. I picked white handkerchiefs with college block lettering and the color ivory for the initials. On the website they looked fine and the letters were very legible. When I received the handkerchiefs the lettering was practically invisible. I called to get a refund and was told that I would receive it with no problems. I never did. Also, I never got an email about the call (and I checked my trash folder, etc.) When I called back I was told something different: that because it was monogrammed I would have to send the items back and then I would get a refund. The agent also said that a return shipment label would be sent to me. I looked for it in the mail but it never came. Instead I was sent a label through email that I had to print out and tape to an appropriate sized box, then put the items in it, and take it to UPS. I was told it would take around 10 days for me to receive the refund after they receive the handkerchiefs, and I did eventually get the money returned. I will never buy anything from them again because of the wrong image on the website, being told wrong information after calling them, and not having the company reach out to me at all during the return process.

This company is horrible my husband purchased a bag for me for Christmas and spent 350 dollars. It has not even lasted me six months and the fur is already coming off. I contacted them by email and they never responded so I called them. Apparently they don’t stand by anything after six month even to replace or try and fix. I explained my situation that the purse was purchased as a Christmas gift on December 10th but not even given to me until December 25th. I even contacted the company by phone before I even used the purse to see if there was anything I could purchase or do to protect the bag and was told by the customer service representative that there was nothing the company sold and no information about how to care for it. I was not asking for my money back just either a new purse or to have this one fixed but I was told after six months there is nothing they can do. I will never buy another thing from this company they are horrible. Also six months from the ordering date would be June 10th and today is the 1st so technically I would still be covered for 9 days.

I ordered a purse last June and the bottom split almost immediately. They sent me a new purse and I used it for a few months and then put it away for the winter. Recently I started using it again and the new purse split on the top. I called to get a refund or even a credit or partial credit for a purse that, though, very expensive for a straw purse, was very poorly made. They would not refund or give a credit. This company obviously does not stand behind its products or its customers. I will not purchase from this company again.

This is the worst company ever! On August 17, 2022 I purchased a Terminal 1 checked Luggage #3040188. My order # 322292055603. It was delivered on August 30, 2022. I bought this bag for a trip to London, on September 15th returning on September 20th. When retrieving my luggage from the international carousel I gave it a bit of a tug to get it off the carousel and it came with a force, knocked me off my feet, I fell broke my hip, had to be taken by EMT to Memorial Hermann NE hospital where I underwent an emergency hip replacement on September 21. As you can see in the picture the handle of the suitcase broke. I reported the broken handle and incident to M&G.

If I could give negative 5 stars I would. Please read this before your purchase. THE ABSOLUTE WORSE CUSTOMER SERVICE IN THE WORLD!!!! Do not order from this company. The merchandise comes in wrong, they incorrectly bill you, it's impossible to get anyone to help you. NEVER, EVER AGAIN WILL I ORDER FROM THEM.