Mark and Graham Reviews 

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.

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.