Mark and Graham Reviews 

It’s a scam - they print a UPS label but never actually send you the product. Customer Service is absolutely no help and will not refund you.

I purchased a luggage set. The luggage fell apart within a year. They look good but the quality can't hold up for its purpose. The luggage has cheap plastic pieces on it that easily break off. I contacted Mark & Graham customer service to see if I could order replacement parts and screw it back together. They said they don't offer replacement parts and said it wouldn't be under warranty and blamed the airline for the damage. I fly regularly for work and have never had any issues with my inexpensive luggage from Costco that I used for many years. If you don't fly and your trips are via car, this luggage may be ok but if you fly, please know you are wasting your money because their luggage is of poor quality and can't withstand airport handling. Shame on Pottery Barn for partnering with a company who produces such an inferior product.

A metal clasp on messenger bag strap broke. It was cheaply made and the metal was brittle. customer service offered no replacement. they did not stand behind their product.

Reduculous. Don’t order from here. Wanted to make a change 10 minutes after ordering and was unable to. And should have read all the reviews anyway. Scam!

I ordered a gift for a 70th birthday. It was delayed twice. I called customer service and was told that the delay was due to a production issue and was promised a call back to update me on the delivery. The call was not returned however the product arrived a week later and to my disappointment it was not as i expected. The presentation was awful. One item was missing the monogramming. I am very disappointed.

I placed an order on Oct. 9, 2024 that remains unfulfilled as of today, Dec. 2, 2024. After spending 33 mins on the phone trying to get my $130 back, I am told the best they can do is to “try” to cancel it. This is unreal.

ordered a holiday sweater fro my goldendoodle wiht his name on the back, apaprently the address was wrong, I contacted them several times for correction of item, they refused a refund or even to offer a 50% off e-order to correct address plus their shipping standards are questionable because they sent it USPS then it goes to UPS making it harder to track item if it is lost and it this case it was. After many calls between them and the post office still no product and they refuse to refund or send the product ordered. NEVER AGAIN IT IS HARD TO LOSES NEARLY $50.00 because of their poor ability to resolve shipping issues.

The worst experience. I ordered a Christmas gift for my friend and paid $125. I couldn’t see gift wrap option when I checked out (I missed to mark it), so I sent an email RIGHT AWAY to see if they could include gift wrap in the order. They refused the request saying that “We do not have anyway to send it as its only available at the time of check out. - Kayla B”
My email was sent right after the payment, i do not understand why they couldn’t add it in my order.

I don’t think I will shop there anymore. Not recommended.

I ordered men’s white handkerchiefs with monograms. They were the worst quality. They also had big labels sewn into the hems that could not be taken off. Since they were monogrammed I could not return them. I had to throw them in the garbage. They also came all wrinkled. I will never order from them again.

Mark & Graham's products are cheaply made and not worth the expense. If you bring the shabby work product to their attention they will refuse to rectify the issues because of their 30 day return policy. This is especially egregious for Christmas presents when you have to order more than 30 days out to assure delivery by Christmas and won't know how shoddy the item is until after. STAY FAR AWAY.

Subject: Re: Mark & Graham Shipping Confirmation #343103824102

Good Morning, Customer Service:

Once again I am disappointed with your poor customer service. After three phone calls requesting that the delivery be changed from Westport, CT to 128 Edgemere Way South, Naples, FL 34105, I just got the above notice about the wrong delivery address.

I told Customer Service that I am in Naples, Florida right now and that if the order is shipped there it will sit at my front door for three weeks. After being promised that the shipment notice would state that the delivery address would be changed it appears that this communication was ignored or you have a faulty system.

I have no other choice but to cancel the order. After extolling the virtues if Mark & Graham I will now go on a "HOLY CRUSADE" advising my friends and family not to purchase items from your company since you cannot be relied upon to change a simple change of address request. You have a deficient system.

The first order that I placed with Mark & Graham was for 3 large monogrammed etched acrylic trays and it was recently given to three couple at a family reunion in Annapolis, Maryland. I will now tell them the Mark & Graham dropped the ball and do not do business with this company.

If it is shipped to my Westport address, I will return it to you company, please process a credit to my Visa account and provide me with shipping directions.

DISAPPOINTED CUSTOMER,
Joseph Vaccarella

I initially purchased a Messenger bag from Mark and Graham, along with a separate travel bag, expecting high quality as advertised by the brand. When the Messenger bag arrived, I found that the zipper was broken, and the leather quality was poor, with visible imperfections. Due to these issues, I decided to return it. Shortly after, I received the travel bag, but it, too, showed disappointing quality problems, including impressions on the leather that made it seem as though it had been handled or assembled on a rough surface, along with scratches and a generally poor finish. Given the issues with both bags, I contacted Mark and Graham to request a return for both items.

Their customer service team confirmed that both items were eligible for return and provided me with two separate return shipping labels—one for the Messenger bag and another for the travel bag. Following their instructions, I returned each item using the respective labels. After sending back the travel bag, I received a full refund for it. However, instead of issuing a refund for the Messenger bag, Mark and Graham sent me a replacement Messenger bag without my request or consent, which is currently in transit.

When I tried to initiate a return for this replacement Messenger bag on Mark and Graham’s website, I found that the site would not allow it, effectively blocking me from returning this item. This is in direct conflict with the initial confirmation I received, which stated that the Messenger bag was eligible for a return, and contradicts my original request for a refund rather than a replacement. Recently, on November 1, I emailed Mark and Graham’s customer service to clarify the situation. I reiterated the quality issues with both bags that justified my return request, explained that I had returned the Messenger bag according to their instructions, and expected a refund rather than a replacement. I have asked that they honor their initial confirmation by processing a refund for the Messenger bag and providing a way to return the unwanted replacement.

"LIED TO" ---
Close friends of ours lost a newborn baby.
I ordered a specialized doormat for their new home to ease their pain with a "better welcome".

THE ORDER WAS ON JULY 29TH 2024.
IT IS NOW OCT.30TH.

I CALLED 3X FOR THIS ORDER.
CONTINUALLY DELAYED FOR 2-3 MONTHS.
PROMISED A REFUND 4X--AFTER CALLING
IN AUGUST, SEPTEMBER AND OCTOBER!

IT HAS NEVER ARRIVED.
I STILL RECEIVE DELAYED SHIPMENT NOTICES--
AFTER being told that I would see that, but
STILL GET A REFUND NOTICE/FOLLOW-UP.

EACH TIME, I WAS TOLD:
"WE are so sorry. The vendor is responsible.
YOU WILL RECEIVE A FOLLOW-UP CALL AND AN EMAIL REGARDING YOUR REFUND.
"WE WILL REFUND YOU."
NEVER HAPPENED!

IT IS NOW OCT. 3OTH.
I see that in my account the shipment is now showing this:
Wednesday, October 30
Image of Golf Cart Personalized Doormat, Green
Golf Cart Personalized Doormat, Green
Item #: 8350020
QTY: 1
$99.

NEVER ORDER FROM MARK AND GRAHAM.

THEY WILL "KINDLY" PUSH YOU ALONG WITH
ANY COMPLAINTS.
THE REPS HAVE NO CHOICE.
THEY ARE KIND,BUT HAVE NO CHOICE BUT
TO DECEIVE.
THIS COMPANY IS NOT CREDIBLE.

SADLY, I STILL LOVE THE POTTERY BARN TEEN LINE.
WHAT A SHAME.

LIZ S NEW YORK

Ordered a weekender leather bag and no where did it say final sale- tried to return and all they wanted to give me is a store credit! No way- very poor customer service even when I asked to speak to a supervisor. Could not be more angry

ordered a clear pouch with $15 extra for monogramming, which was a cheap sticker that peeled off immediately. Customer service can't handle anything without long waits for a supervisor to review. Don't waste your money!!

Leather Zipper Tassel Pouch, Blush, Printed
Item #: 8732468, monogramed
Monogram is off center so does not look great.
Unable to return because it is a customized product.

I purchased a waterproof caning tote. It took months to arrive without explanation and after a few uses it is falling apart. The quality of the materials is garbage for the price ($130). The quality of the product is in no way comparable to the related companies (Williams Sonoma, Pottery Barn, etc.). The quality is comparable to what you would expect from a discount store like Dollar Tree. Never again.

Ordered a wallet online 8/1/24. Estimated 9/17-19 delivery. On 9/20 received an "update" - delivery estimate 10/7-9.

Sought to cancel order - Mark and Graham, despite their failure to fulfill their promise upon purchase, refuses to permit cancellation of the order.

Do not purchase anything from what should be called "Malicious and Garbage".

Update: I phoned their third-party customer service and was able to cancel the order. Of course it merely takes one or two clicks for M & G to extract money from customers, however the same customer cannot cancel the order via clicks. I had to call and spend time on hold and answering questions to finally cancel the order.

I bought a monogrammed carbon fiber wallet for my husband for Christmas 2019. Their website promised it would last for years (lifetime) as the material is supposed to be very durable.
Within 3 years, the exterior had started to shred. Now more than half the exterior is shredded. I called customer service. The carbon fiber wallets are no longer sold - and they are refusing to do anything. The customer service agent wanted me to find something on their website that guaranteed the carbon fiber wallets. Well - they don't have them on their website anymore, so that's not really possible, is it... I finally gave up. I will never buy another product from this company.

I have never written a bad review about a product- never - and yet I am so disappointed. I ordered a luggage set and finally was able to use both pieces. A plastic piece fell off the first time I used it and now there is a nail sticking out of the side. My husband cut himself on the nail and yet all I requested was a replacement of the small plastic part that came off. It was not inexpensive luggage. The customer service rep, Shane, just kept repeating her memorized customer service response, "we have a policy that we will not deal with anything after 30 days" . I even offered to pay for the piece that fell off and but continued to hear the same response. Yes, I am frustrated and incredibly disappointed. Maggie of Montville, NJ
Do not order anything from this company.