Mark and Graham Reviews 

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.

I too should have read these reviews. The worse customer experience. Went to place an order on their website. Tried once and order never went through. Went back a second time and their system defaulted to an old address where the item was shipped. By the time I noticed and asked for the item to be sent to the correct address, they basically said too bad. Never again. They lost a customer and I will let everyone I know to never order from this company Shame on them .

I wish I would have looked at Mark and Graham reviews before purchasing from them. I ordered the "Travel Trio", did not get monogramming because I wanted to be able to return it if it wasn't what I wanted. I received my items today, didn't love them so got online to return--and got the notice "not eligible for return". When I call customer service they told me that because the price "ended in $.99" it wasn't eligible for return. I went back on the site to see if there was ANY indication of that--and guess what--in TINY writing at the bottom of the cart, it did say that. Most websites let you know in big red letters when something is final sale--not this! They did offer to give me credit for my items but I don't want to get anything else from this company so I will keep (will probably go to the resale shop...). Buyer beware with this company!

I purchased two overnight bags along with a carrying case, to match a vintage luggage set I already own. Much to my dismay, the caring case is incredibly cheaply made of plastic, and the disposability of the carrying case is visible from the moment you lay eyes on it. It will last months, at the most, unless I never use it; unlike my vintage set. The second problem is when I placed my order I paid for shipping, so imagine my shock and surprise when I went to pick up my package from the post office I was told that I have to pay for shipping again. This is my first and certainly my last interaction of any kind with this company. Their products are okay to look at and are completely disposable. I do not even like to use disposable napkins; I certainly have no use for a disposable luggage. And, there appears to be some significant ethical problems in their operations. Otherwise simply known as thief.

Quality is terrible for the price you pay. $12.50 for personalization and I could’ve made a better monogram with markers and printer paper. I was so so excited to receive it and it came in so quick! The monogram is a printed sticker and the printer must’ve been running out of ink because there’s horizontal lines all across it. The sticker is crooked and off center. I’m so disappointed. There’s no way to return the item or leave a review. Wish I would’ve read these before. DO NOT ORDER FROM THEM.

The WORST customer service. No one picks up the phone, AND they sent a defunct shipping label. They sent me a double order by mistake and charged me double. I can't even return this item if I wanted to! NIGHTMARE DO NOT ORDER FROM THEM!!!

I purchased the Terminal 1 checked luggage with monogram. I was excited when I opened the box only to see stickers for my monogram that were scratched up and coming off. I emailed customer service with pictures and every single rep I spoke with acted like it was no big deal and flat out REFUSED to refund the amount for the monogram. They finally said they would send me an e-credit but I will never shop there again. I had to call in and got that rep to agree to turn in the e-credit for a check but she acted like I was killing her dog and kept saying it would take 4-6 weeks. She even said to me, twice, “in case you didn’t understand me, it will take 4-6 weeks”. The reps were all very rude, especially this one. I wish I would have read the reviews first. They all complain about customer service and the quality of the monogram. I wish I could post pics. I could have gone to a dollar store, bought better looking initials (it looks very different in person than what you see on the website) and done it myself. It’s only a $13.50 refund but at this point it’s not about the amount, it’s just because they suck. Also, the luggage is smaller than the average checked bag and there’s so much fluff inside that it takes up about a fourth of your packing space. You can only pack for 3 days, 4 at most if you pack really light.

Wish I had read all of these reviews prior to asking my mother-in-law for a robe for Christmas. I cover my husband’s robe I got him from Brooks Brother’s, and Mark and Graham’s seemed comparable. It is NOT.

The fibers in the robe started falling out as soon as I tried it on…before even washing it. The monogram was small and ugly. And my first reaction was that it felt like a cheap washcloth, not a $180 robe. My husband’s is this thick, luxurious terrycloth.

Two stars because I thought there would be no way they’d help me on a gifted monogram item, but I emailed customer service and they were indeed helpful. They’re going to replace the robe (although I realize now I’ll probably have the same issue).