Complaints
Customer Complaints Summary
- 29 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Unsolicited shipments to my 94 year old father who previously purchased items as gifts. This has been a recurring issue. Constant solicitation by mail. Stress to my 94 year old father.Unjustly placing my father into collection.Incorrect information about my fathers account given by staff member on the phone when I was trying to resolve this issue.
Business Response
Date: 11/02/2025
February 10, 2025
Customer Relations Advocate
**********************
*********************************************************
RE: ******* Briand ******
Case # ********
Account # ********
Dear Customer Relations Advocate:
We are in receipt of your notification dated February 4, 2025,regarding Ms. ******* complaint on behalf of her father.
Thank you for bringing this matter to our attention. Per our records, Ms. ****** states that she has Power of Attorney. She is questioning a $217.33 bill for an Indian Scout Motorcycle figurine that was either returned or lost in shipment. In the interest of good client relations, we have settled the bill and no payment is due.
We apologize for any inconvenience this has caused, and if Ms. ****** has any further questions, she can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
******** *****
Client ServicesCustomer Answer
Date: 12/02/2025
Complaint: 22894355
I am rejecting this response because:
This response is incomplete. I want my father to be taken out of collection. I paid the amount of ***** to achieve this (see attached photo) over the phone however the client service person said I could not get a receipt of payment by email. The collection agency sent a letter of collection for a different amount of approx 85 dollars (I am out of the country and do not have the documentation with me) . The client service person told me the amount was ***** therefore that is what I paid.
I want a guarantee that my father will not receive further correspondence from this company except final documentation that the account is paid in full and closed.
Sincerely,
******* ******Business Response
Date: 18/02/2025
February 18, 2025
Customer Relations Advocate
**********************
*********************************************************
RE: ******* Briand ******
Case # ********
Account # ******** and ********
Dear Customer Relations Advocate:
We are in receipt of your additional notification dated February 13, 2025, regarding Ms. ******* complaint on behalf of her father.
Thank you for bringing this additional matter to our attention. We confirm that we received the payment of $65.53 for the Classic Heart Earrings item ************ on January *******.
In the additional complaint, Ms. ****** states that she received a letter from a collection agency. Our records show an additional account number for Mr. ****** which we have now listed above. The amount in question is $86.23 for item ************, We Share a Special Bond Figurine. We settled that bill and will notify the collection agency.
We request Ms. ****** to disregard any notices that she may receive prior to the system update.
We apologize for any inconvenience and if Ms. ****** has any further questions, she can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
******** *****
Client ServicesCustomer Answer
Date: 27/02/2025
Complaint: 22894355
I am rejecting this response because: it is still incomplete. Please provide documentation that the two accounts referenced in the previous message are closed and that there will be no further advertisement/ promotions sent to my father. He now receives two or three a week.
Sincerely,
******* ******Initial Complaint
Date:20/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The ******* exchange is advertising a coin as legal tender, which on the surface is misleading. The coin is issued by Samoa. Also I called in and the coin is pure enough to be classed as bullion, which is non taxable in ******, but I was informed that taxes would be charged. When I told the representative that it is non taxable in ******, I was told basically, too bad for you. **************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************Business Response
Date: 27/11/2024
November 27, 2024
Customer Relations Advocate
**********************
*****************************
******, ON N6C 4Y7
RE: *** ********
Case # ********
Account # ********
Dear Customer Relations Advocate:
We are in receipt of your notification dated November 21, 2024, regarding Mr.Thompsons complaint.
Thank you for bringing this matter to our attention. Mr. ******** lists questions about the silver bullion coin. In response, a Bradford Exchange Mint team member called the customer today and answered all of his questions regarding the taxes and price.
If Mr. ******** has any further questions, he can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
******** *****
Client ServicesCustomer Answer
Date: 27/11/2024
Complaint: 22585321
I am rejecting this response because: Just because the representative offered to remove the tax if I ordered, does not mean that the whole company is abiding by the bullion regulations. That representative was just plain pushy and would not stop talking to let me question him.
Sincerely,
*** ********Business Response
Date: 06/12/2024
December 6, 2024
Customer Relations Advocate
**********************
*********************************************************
RE: *** ********
Case # ********
Account # ********
Dear Customer Relations Advocate:
We are in receipt of your additional notification dated November *******, regarding Mr. ********* complaint.
We apologize for the delay. We will be in touch as soon as we have further details on this matter.
If Mr. ******** has any further questions, he can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
******** *****
Client ServicesCustomer Answer
Date: 09/12/2024
Complaint: 22585321
I am rejecting this response because: I have called that company numerous times and because you only speak to frontline agents that have no authority and are only there to sell items no satisfactory answer has been given and I am sure that my concerns were not passed on to anyone. Also the response just received does nothing to rectify the tax issue.
Sincerely,
*** ********Customer Answer
Date: 09/12/2024
[A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
Regards,
*** ********
Business Response
Date: 13/12/2024
December 13, 2024
Customer Relations Advocate
**********************
*********************************************************
RE: *** ********
Case # ********
Account # ********
Dear Customer Relations Advocate:
We are in receipt of your additional notification dated November 28, 2024, regarding Mr. ********* complaint.
Just to clarify that the coins we sell are categorized as numismatic pieces, valued for their rarity,design, and collectability, rather than as bullion or investment-grade ********* such, they are subject to applicable sales tax.
If Mr. ******** has any further questions, he can contact us directly.Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
******** *****
Client ServicesCustomer Answer
Date: 16/12/2024
The answer received is erroneous, any silver coinage that is 98% or more pure, it falls in the bullion category as per **** rules and regulations,and is deemed non taxable, I request that the BBB stop batting this issue around and do something about the illegal collection of tax.Customer Answer
Date: 16/12/2024
It is up to you to follow up on this matter when this business is conducting nefarious collection practices.Initial Complaint
Date:30/06/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a **************** Castle snow globe set in 2018 for a gift. You were to receive pieces every few months. I received the first few, and the base that the globes attach to and then stopped receiving products. I am still waiting on the final 3 pieces to the set. On April 22, 2019 I received a letter saying the product wasn't available yet, but I was on a priority wait list and would be shipped asap. I called and was told as soon as the product was received by the company I would be sent the remaining pieces. It has been almost 6 years since I received the first piece and while I have been told they are unavailable, the company has still as recently as this past Christmas advertised them for sale. I have contacted the company multiple times. I have been promised call backs, follow *** and a resolution many times. Most recently, I was told they would refund me the close to $400 I have spent on pieces so far as they could no fulfil the order. They make these false promises and tell me they will follow up and then I hear nothing. The refund promised last time, said they would contact me with information to ship back and then refund me. He had to request what pieces I have purchased and then would process everything further. I received a list from a general email and have yet to hear back from the person I spoke with. Every time I call I get a different person and no one seems to know anything about what I was promised before. This was a gift for my daughter who is an avid ****** fan. She doesn't even put the set out any more for the holidays as pieces are missing and it is incomplete. This has been a huge waste of time and money, and I want my pieces refunded because they cannot guarantee the entire set anymore, thus making it very pointless to have half. Please help!!Business Response
Date: 08/07/2024
July 8, 2024
Customer Relations Advocate
**********************
190 *******************. #***
******, ON N6C 4Y7
RE: *****************************
Case # ********
Account # ********
Dear Customer Relations Advocate:
We are in receipt of your notification dated June 30, 2024, regarding Ms.Johnstons complaint.
Thank you for bringing this matter to our attention. We are sorry to learn that ******************** was not able to obtain the complete set of The **************** Castle Snow Globe collection. ******************** is stating that she was promised a refund because the remaining pieces were no longer available, and we were unable to obtain more inventory. We apologize and understand her frustration in not being able to complete the *************. We are sending her a refund check for the disputed amount stated on her complaint. Please allow 2-3 weeks to receive the refund check.
If ******************** has any further questions, she can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
***************************
Client ServicesInitial Complaint
Date:28/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is in regards to an order my father placed for the ***************** ************* bracelet for my mom in early December. He gave it to her on December 11, 2023. My mom is in a nursing home That evening my father was in a serious car accident that put him on life support for which he later succumbed to his injuries. Since then the bracelet has broke and I returned it to the Bradford exchange on January 29/24 for a replacement. They received it on February 2/24 as i had the package tracked. I recently reached out to the Bradford exchange inquire about an update on the bracelet. First they told me they had not received it for which I had confirmation they had, then they told me it was not processed, I ask if a replacement was going to be sent out for which they proceeded to tell me that they were going to refund the bracelet instead. I said that is not what I would like to happen as my father is now deceased and the credit card now cancelled and I had previously let them know after his death to close the account. I requested that a replacement be sent for the broken bracelet. They then proceeded to tell me that I could re order the bracelet since my father's account was closed. I explained that I personally did not want an account with them and that all I wanted was the warranty honoured and the bracelet replaced. I was then told that they could not do that since the account was closed due to my father's death I cannot believe what I was hearing. It was a simple transaction that is now turning into a whole production. I called them and was told to send the first page of the will to prove that I was the executor of the estate for which I did . To this date I have not heard from the Bradford exchange, as to how they are going to replace the bracelet. It is in within the 120 days of the purchase. It was the last Christmas gift my father had given my mom, She wore it every day. All I want is another bracelet to replace the broken one,Business Response
Date: 06/03/2024
March 5, 2024
Customer Relations Advocate
**********************
190 *******************. #***
******, ** N6C 4Y7
RE: ***********************/ *********************
Case # ********
Account # ********
Dear Customer Relations Advocate:
We are in receipt of your notification dated February 29, 2024,regarding ************** complaint.
Thank you for bringing this matter to our attention. ************ writes regarding *********** account. We extend our condolences to ************ and her family. We request the name and address so that we may send a replacement ***************** Jade *********** bracelet. The bracelets are temporarily out of stock and are estimated to be available by the end of April. Our records indicate a refund of $166.09 was credited on February 28, 2024, to the card on file. Please let us know if this credit was not received. Please reply via this Better Business Bureau venue so that we may further assist.
We are deeply sorry for this situation and if ************ has any further questions, she can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
***************************
Client ServicesCustomer Answer
Date: 06/03/2024
First I would like to thank you for the quick response.
In regards to the refund of the bracelet to my father's card, that was not received as the card was cancelled shortly after his death in December. Therefore it would be returned to the company.
All i wanted was to have the bracelet replaced, which I see that it will be.
An address to send the bracelet would be mine, as the condo is now vacant. My address is *****************************************************************************; N8A 1N9
Thank you
***********************
Customer Answer
Date: 07/03/2024
Better Business Bureau:
First I would like to thank you for the quick response.
In regards to the refund of the bracelet to my father's card, that was not received as the card was cancelled shortly after his death in December. Therefore it would be returned to the company.
All i wanted was to have the bracelet replaced, which I see that it will be.
An address to send the bracelet would be mine, as the condo is now vacant. My address is *****************************************************************************; N8A 1N9
Thank you
***********************Initial Complaint
Date:26/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My last transaction with them was riddled with problems and I was being told that they had not received my return when I had proof from *********** with a signature showing that it was received two days after I sent it. They have finally refunded me for the purchase but now I have requested that my account be cancelled and they are telling me that they are unable to do this. I want nothing to do with this company any longer. **************** in having my account # ********* cancelled.Business Response
Date: 04/03/2024
March 4, 2024
Customer Relations Advocate
**********************
190 *******************. #***
******, ** N6C 4Y7
RE: *********************
Case # ********
Account # *******
Dear Customer Relations Advocate:
We are in receipt of your notification dated February 26, 2024,regarding Ms. ****** complaint.
Thank you for bringing this matter to our attention. ************** acknowledges she has received the refund for her return. She has been unsubscribed from emails and removed from the mailing list. As mailings are prepared in advance, please allow 6-8 weeks for the mailings to cease. We have canceled future communications and noted the account accordingly.
If ************** has any other questions, she can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
**************
Client ServicesCustomer Answer
Date: 04/03/2024
Complaint: 21348794
I am rejecting this response because:I just checked and my account is still active. My request was to have it cancelled completely.
I don't wish to ever buy from them again. Their claim that they did not receive the return of merchandise when I have proof that they did is unacceptable.
Sincerely,
*********************Business Response
Date: 13/03/2024
March 13, 2024
Customer Relations Advocate
**********************
190 *******************. #***
******, ** N6C 4Y7
RE: *********************
Case # ********
Account # ********
Dear Customer Relations Advocate:
We are in receipt of your additional notification dated March 5, 2024,regarding Ms. ****** complaint.
We are so sorry for the trouble and can absolutely understand your frustration. We are required to maintain record of past orders on file and are not able to completely expunge your account. Rest assured, you have been unsubscribed from emails and removed from the mailing list. We have canceled future communications and noted the account accordingly. This is how we close the account on our end and ensure no unwanted communications or shipments.
If ************** has any other questions, she can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
**************
Client ServicesCustomer Answer
Date: 18/03/2024
Complaint: 21348794
I am rejecting this response because:I have lost all faith in the company. If someone could explain the rules that they are stating where they are obliged to keep my account open forever when I have no trouble cancelling credit cards or bank accounts. I do not understand their explanation and do not wish my account to remain open. They can retain the information on my purchases without keeping my account open.
Sincerely,
*********************Initial Complaint
Date:23/02/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My elderly father (*********************) has ordered several thousands of dollars in merchandise that he does not want or need. The company offers a no hassle 365 day return policy. I have called them and emailed on several occasions asking that they send the return cards so the items may be sent back. They tell me that they will send them but to date I have not received them. Last week I sent another email and they requested more information (which I provided) and to date I have still not received them. I also asked that he be removed from their mailing list and they continue to send offers to him.Business Response
Date: 01/03/2024
March 1, 2024
Customer Relations Advocate
**********************
190 *******************. #***
******, ** N6C 4Y7
RE: ****** and *********************
Case # ********
Account # ********
Dear Customer Relations Advocate:
We are in receipt of your notification dated February 23, 2024, regarding Ms. ****** complaint.
Thank you for bringing this matter to our attention. ************* is contacting us on behalf of her father. We will promptly mail the prepaid return labels for the items listed by the client.
See below:
2023 $50 fine silver coin
******** $5 silver maple set
*************************** sleep sound machine
******************* truck (2) no 1458 and no 0747
I love you to the moon and back ornament
Allis Chalmers truck 0448
1950 ************* 170s Cabriolet
Mocha and White ******* pendant
Marvellous mocha jewelry collection
Wisdom of ********************************************************* please verify item
Island serenity ******* pendant and earring set
We have removed this account from our mailing list and confirm cancellation of the series. As they are printed in advance, please allow 6-8 weeks for the mailings to cease. Please let us know if we may further assist.
Please accept our apologizes for the delay and any inconvenience this may have caused. If Ms.Dimen has any other questions, she can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
**************
Client ServicesCustomer Answer
Date: 01/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:03/01/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Nov. 11/23 I purchased a "Free Spirit Turquoise ring" from Bradford H3****138393335343339H online. Total price ****** Cdn. The ring arrived November 23/23 and was 2 sizes larger than what was ordered. I emailed them on that date to advise them and requested a return/refund. It was returned to them using their prepaid mailing label on November 24 and I advised Bradford H3****138393335343339H of that. On November 25/23 they advised it would take up to 30 days to receive my refund. I advised them when it had been 38 days that I had not received the refund. I have today Jan. 3/24 advised them it has now been 41 days. All I receive is repeated emails indicating it "could take 30 days" to return my refund.Business Response
Date: 09/01/2024
January 9, ****
Customer Relations Advocate
**********************
1940 ******************
******, ** N5L 4L8
RE: ***************************
Case # ********
Account # ********
Dear Customer Relations Advocate:
We are in receipt of your notification dated January 3, ****, regarding ****************** complaint.
Thank you for bringing this matter to our attention. Per our records, we processed the return for the Free Spirit Turquoise Ring, and applied the full refund to ****************** credit card on January 8, ****. Please accept our apologies for the delay.
If **************** has any other questions, she can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
**************
Client ServicesBusiness Response
Date: 09/01/2024
January 9, ****
Customer Relations Advocate
**********************
1940 ******************
******, ** N5L 4L8
RE: ***************************
Case # ********
Account # ********
Dear Customer Relations Advocate:
We are in receipt of your notification dated January 3, ****, regarding ****************** complaint.
Thank you for bringing this matter to our attention. Per our records, we processed the return for the Free Spirit Turquoise Ring, and applied the full refund to ****************** credit card on January 8, ****. Please accept our apologies for the delay.
If **************** has any other questions, she can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
**************
Client ServicesCustomer Answer
Date: 10/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:02/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
December 27 2023 Purchase amount $132.19 deducted from. my account.Contacted ********************************************* and was told the order was canceled on December 27, 2023 for non payment. Informed *******. that the money was deducted from my account on that date, and was told to take it up with my bank.Business Response
Date: 10/01/2024
January 9, ****
Customer Relations Advocate
**********************
1940 ******************
******, ** N5L 4L8
RE: ***********************
Case # ********
Account # ********
Dear Customer Relations Advocate:
We are in receipt of your notification dated January 3, ****, regarding ************** complaint.
Thank you for bringing this matter to our attention. Per our records, the order for the **** Bel Air Sculpture was cancelled on December 27, 2023. When an order is cancelled, the pending credit or debit card authorization normally drops off between 3-5 business days. We request for Mr. ********** to please confirm with his banking institution that the pending payment of $!32.19 was not billed.
We apologize for any inconvenience this may have caused, and if ************ has any other questions, he can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
*************
Client ServicesCustomer Answer
Date: 10/01/2024
Complaint: 21084255
I am rejecting this response because:
Sincerely,
***********************Business Response
Date: 16/01/2024
January 16, 2024
Customer Relations Advocate
**********************
1940 ******************
******, ** N5L 4L8
RE: ***********************
Case # ********
Account # ********
Dear Customer Relations Advocate:
We are in receipt of your additional notification dated January 10,2024, regarding ************** complaint.
Thank you for bringing this matter to our attention. Per our records, the order for the **** Bel Air Sculpture was cancelled on December 27, 2023. When an order is cancelled, the pending credit or debit card authorization normally drops off between 3-5 business days. We request for Mr. ********** to please confirm with his banking institution that the pending payment of $132.19 was not billed. Upon not seeing a response, please let us know if we may further assist.
We apologize for any inconvenience this may have caused, and if ************ has any other questions, he can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
**************
Client ServicesInitial Complaint
Date:15/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They advertise and promise a personalized sign but send a generic one and ask for more money to ********************. See my attached order.Business Response
Date: 21/11/2023
November 21, 2023
Customer Relations Advocate
**********************
1940 Oxford Street East
London, ** N5L 4L8
RE: *********************
Case # ********
Account # ********
Dear Customer Relations Advocate:
We are in receipt of your notification dated November 15, 2023, regarding Mr. ******* complaint.
Thank you for bringing this matter to our attention. **************** contacted our company when he received the first shipment of the Maple Leafs Welcome Sign Our representative advised the second shipment will contain the personalized plaque and there is no additional charge for the personalization. Please see attachment for our website advertisement
If **************** has any other questions, he can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
**************
Client ServicesCustomer Answer
Date: 21/11/2023
Complaint: 20873330
I am rejecting this response because: they are clearing misleading consumers to purchase the item with 'free personalization' and yet charge three payments, but advertise loudly as the whole package is $69.
Sincerely,
*********************Business Response
Date: 28/11/2023
November 28, 2023
Customer Relations Advocate
**********************
1940 ******************
******, ** N5L 4L8
RE: *********************
Case # ********
Account # ********
Dear Customer Relations Advocate:
We are in receipt of your additional notification dated November 22, 2023, regarding Mr. ******* complaint.
Thank you for bringing this matter to our attention. **************** contacted our company when he received the first shipment of the Maple Leafs Welcome Sign Our representative advised the second shipment will contain the personalized plaque and there is no additional charge for the personalization. Please see attachment for our website advertisement. Our website states the price of $69.99 for each issue plus shipping and services and then states the following:
It all begins with Issue One, Maple Leafs Fans Welcome. Next to arrive will be Issue Two, We Are A Leafs Family. Soon your collection will continue with Issue ********* Time ******* Cup Champs, and additional *** collectible Maple Leafs plaques,each a separate issue to follow.
Each issue will be shipped to you for your review, about one every month or two (pending availability), at the same low issue price and charged to the credit card on which your order was placed. No need to order each one separately
You may cancel your collection at any time with no obligation.
We have included additional attachments with references to the price of $69.99 for each issue/shipment. If **************** has any other questions, he can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
**************
Client ServicesInitial Complaint
Date:07/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bradford exchange has been in receipt of a return since June 23/2023, the signator (SM) took custody of the article on such date, delivered by ****** **** tracking number #****************, I contacted Bradford several times informing them of all pertinent information and requesting that they do not do the next installment as they wee in possession of "**** ******** article #*********, their order # ************-***. A refund was requested as their policy states.
In the days of computer and artificial intelligence, they have had plenty of time to sort through the materials. I now request my full refund of $84.+, they had their chance at their earliest convenience. It is to be noted that their Business Practice of sending customers returned defective materials, on occasion not even removing the returnees personal information, seems to be the normal habit, their products are now sub-par. Customer service explanations vary with every other call, either stand firm on what is given to customers or retrain staff.Business Response
Date: 17/07/2023
**** *** ****
******** ********* ********
****** ******** ******
*** ******* *** ****
******* ** *** ***
*** ****** *******
**** * ********
******* * ********
**** ******** ********* *********
We are in receipt of
your notification dated July 7, 2023, regarding Ms. ********* complaint.
Thank you for bringing this
matter to our intention. We processed the return of the **** ******* figurine and
the full refund request to Ms. ********* credit card on July 12, 2023. Please
allow 2-3 days for the credit to appear. We apologize for the delay in
processing Ms. ********* return.
If Ms. ******* has any
other questions, she can contact us directly. Our toll-free number is 800-323-5577
and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00
p.m.
Sincerely,
******** **
Client Services
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