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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 [date], 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.
Tip for consumers:
The quality of the items on the site does not match the appearance of the items in person.
Products used:
I’ve been shopping at Williams Sonoma for years so trying this I thought would be a safe bet. I didn’t use a single item I ordered from them. Even the monogramming was so cheap on my wallet it brushed off in my pocket within days of use. Unacceptable. Returned all that I could.
I ordered champagne glasses with a monogram of 2 initials with a decorative line between them. The web site showed that the monogram would be approx. 2 inches in size on the 6 inch flute bowls (the tall part that holds the liquid). When I got them, the monogram was about 1/2 of an inch big. I can cover the whole monogram with a dime.
I called customer service and they asked me to send them pictures of what I received vs what the web site showed. That was it, they never responded. I sent more emails over several weeks asking for updates but never got a response. I am stuck with a useless product from Mark and Graham. Their customer service deserves minus 5 stars. Search for reviews before you buy from this company, I wish I had.
I ordered a baby gift and 2 weeks after not receiving any updates I called them and was told
There was a "hold" on the order stating an issue with my credit card. I can assure you reading this I NEVER had an issue with my credit card. Worse than anything else, I was never even contacted by them to let me know. The customer support person said she was sorry this happened and never even offered to expedite this order, instead she simply said "ok I will just cancel your order"' this was terrible as this was a gift.
Thankfully I found another place to do a personalized blanket.
Shoppers beware! Will never order from here again
I've purchase three Terminal 1 luggage…
I've purchase three Terminal 1 luggage and 2 Zip Front Carry-On.
The second 2 Zip Front Carry-On I purchased the zipper inside was broken. I sent it back twice to Mark and Graham to fix or send me a new one and BOTH TIMES THEY SENT ME BACK THE SAME CARRY ON.
I called customer service and they told me I can keep the $300 carry as is and they would give me a $59 dollar credit.
An absolute disgrace. I will never purchase anything from them again. Please save your money and don't shop at Mark and Graham.
Thank you,
Cindy Reyes
Tip for consumers:
Don't buy anything from Mark and Graham!
Products used:
Nothing
