We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Importers

Grafton Collection

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Importers.

Complaints

Customer Complaints Summary

  • 113 total complaints in the last 3 years.
  • 111 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/27/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    ***** will answer my emails. Still no package. Seems like a scam!!!!

  • Initial Complaint

    Date:06/17/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Ordered a gemstone cup and did not get at all what was ordered. It was a scam and I want a full refund, to which they offered a 5% refund, which amounts to ($1.25). This company is a joke.

  • Initial Complaint

    Date:06/09/2025

    Type:Product Issues
    Status:
    Unanswered
    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 will just copy/paste the email I sent them:I received a ****************************** Mug that my mother had purchased for me. Order number ***** (**********************************************************************************************************************************). It is NOT Made with high-quality mineral crystal, it is NOT visually stunning. It in no way resembles what was in the picture, it is made of plastic and has a metal insert. It in no way resembles what was in the picture. For your convenience I have included a picture of the actual product I received. This isn't the quality I would expect to find at the Dollar Store let alone pay $30.00. It is false advertising on the part of Grafton Collection and we would like a remedy to this issue. Please advise how we can resolve this issue re: a refund. I realize we are past the 30 days but this was a gift and not seen until just this last weekend. Having spent years working in retail I am sure an exception can be made and it is my hope that you will do the right thing. Thank you,*******

  • Initial Complaint

    Date:06/03/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Order was placed on 9/16/24. I originally ordered a tumbler, then selected a personalized name tag as an additional add on during the check-out process. I received the tumbler, but not the name tag. I have sent countless emails requesting my $11.25 be refunded, but they keep telling this is not an option. Instead, they have told me in a few different responses that they would re-send the name tag. I have yet to receive the name tag or a refund.

  • Initial Complaint

    Date:05/16/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 ordered a mug. It never arrived. I have sent over thirty emails to their customer service, always being passed on to someone else and never hearing back within the promised 24 hours.

  • Initial Complaint

    Date:05/12/2025

    Type:Billing Issues
    Status:
    Unanswered
    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.
    False advertising. Mugs described as "crystal" or "gemstone" with a video showing them being crafted from a chunk of stone. When received they are cheap plastic. With a loose metal insert, and I paid almost $50.00 for these cheap hunks of junk- I wouldn't pay a dollar for one

  • Initial Complaint

    Date:05/01/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 the crystal (as described in the ad) January 2025 and received a cheap resin knock off .From January 18th through April 30, 2025 I have 87 emails trying to resolve the issue. The original response were all the same. I persisted and began receiving responses from ******** ******* Retchie, ************ ***** ******** ********* etc. I contacted and verified the company was in the ** prior to ordering. The responses state they recently moved to ***** and I would have to return the item there (they provided address) to receive my refund. I discussed this fact as well as the poor quality on all emails. April 30, 2025 I received an email stating I only had 30 days to return the item, no longer eligible for refund, and they hope I understand their policy.

  • Initial Complaint

    Date:05/01/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    A glass mineral mug in purple was what I purchased from them. Received a PLASTIC mug that looked similar but not at all close to the product ordered and received. They would not refund the purchase price--only received $3.39 from them. No other recourse. Do not order from this company.

  • Initial Complaint

    Date:04/22/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 ordered a tumbler and they provided me a tracking number that had indicated I had received the package. I hadn't gotten anything in the mail so I reached out to ask and was given another tracking number with another delivery date. I replied I hadn't received anything and got yet a third tracking number with a different date. They require proof or written confirmation that it was not delivered before they will do anything. I provided a copy of my informed delivery from **** showing nothing had been slated for delivery on the third date (or any) that they gave me.

  • Initial Complaint

    Date:04/02/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Purchased a mineral Gemstone cup from this site on December 19th 2024 There is a video of the cup being made of stone and claims that it is made of high-quality stone as well as photos of the supposed product. What I received is made of either plastic or resin and looks nothing like the photos. I contacted the business to complain and request a refund, they said it's not made of stone and just made to look like high-quality stone and if I wish to return it I have a narrow window and must both create my own shipping label and pay the cost of shipping to ***** even though the address on their website is in the ***They are clearly using false advertising to sell these products. And they will not admit to any wrongdoing. It is laughable what I received compared to their advertisement. I filed a complaint with my credit card company but even when I sent them photos they accepted the companies assurance that I got what I paid for. Absolutely not true

Grafton Collection is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.