Mark and Graham Reviews 

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

Bought a monogramed front door mat. Came in with the wrong house number "3" instead of "34". I reviewed the invoice and I entered the correct number when I made the online purchase. The error is M&G. I called (you have to call) and they said they'd get back to me. Several tries and no response on how to return mat and get a correct on. I eventually challenged the charge with my credit card. After several weeks, Visa told me the claim was denied because M&G says I never returned the mat. How can I return the mat if I call and call and they never tell me how to do it?
Good luck if you buy from Mark and Graham,. you're going to need it.

DO NOT BUY, ZERO STARS - don't make the same mistake as I did. I read the terrible reviews, and thought it could be okay if I triple checked that I understood the return policy, research the products, and NOT monogram anything so I could return it. I did all of this and finally decided to give it a chance because their parent company is William Sonoma. But I was very wrong. I created a Trustpilot account to share this review because I should have listened to the reviewers here.

Mark and Graham is a terrible company with predatory practices such as a deceptive return policy, dishonest product pages, and fine print in the shopping cart that tricks the customer.

First, they lie saying that you can use the website for returns. While the items are listed and there is a return button, it didn't allow me to select any of the items to return. No email or chat function so I had to call.

When I called, the service rep claimed that many of my items were final sale. Unlike every other company, final sale is not listed on the website product page nor on the order receipt, instead it is listed in fine print when you add it to the cart. I had to go through the test of adding things into the cart to even see what the service rep was talking about.

For items that were not final sale, $12 would be deducted from every single item to return it. This was not listed in the return policy.

When I tried to work through the issue, they kept trying to negotiate with me by violating different rules on their return policy, such as trying to give me merchandise credit instead of refund to original payment even though that is the policy.

The service rep eventually resolved my issue after 50 minutes but I still do not trust that I will get my refund. In total I will have spent many extra hours on this order to ensure that I am treated fairly. DO NOT WASTE YOUR TIME.

I would have kept many of the products if the return policy was honest and process was easy, but because I had to deal with misinformation and dishonesty, I decided to return nearly everything I ordered and will never purchase from Mark and Graham nor any other William Sonoma brand.

Horrible company. I ordered a personalized jewelry box for a Xmas present and a week later the order was abruptly cancelled. The refund is a week or more out to receive.DON’T DO BUSINESS WITH THIS COMPANY.!

What a horrible expierence with this company! I bought and paid for an order as I was purchasing a gift for my best clients 20th anniversary party. Apparently, Mark & Graham cancelled my order 4 hours after i recieved an order confirmtation. No phone call or email to notify me they cancelled my order. My payment went through at the time I placed the order and there was nothing wrong on my end but they cancelled my order 4 hours later and did not notify me by phone or email. Thank goodness I asked my client/friend how she liked the present becasue that is how I found out she never recieved anything from me. I've been on hold for 45 mins and they are telling me they have no managers available to speak to me. Do not order from this company if the gift is important! This company is very unreliable!!

I REALLY WISH I had read the reviews on Trust Pilot for this company prior to ordering 10 client gifts! One day after ordering I started getting order cancellations due to not having the product in stock. Their software should have known the item not in inventory and not allowed me to order. When I called, they said they couldn't substitute, and could not honor the free shipping I had on the original order. When I asked to speak to someone in management, they said they are not able to escalate to management. Their policies and customer care are Horrible! Do not order from them and note they are part of William Somoma.

Awful awful awful!! Don’t order from them at all. Save your money. If you receive a damaged item or even just want a return don’t plan on getting your money back. Mark and Graham should be ashamed of themselves!

Zero stars for Mark and Graham. Horrible customer service from this company. I ordered an engraved marble serving platter. It was supposed to be a wedding gift but the engraving looked so bad. I asked if I could get a replacement without any engraving and was told no, no refunds, no discount towards a replacement, and that there was nothing they could do for me. Sadly I’d be embarrassed to give this as a gift. I would not recommend a company that doesn’t care if their customers are satisfied with their products.