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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/09/2024

    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.
    On November 22, 2024 I ordered two mugs advertised as Made from mineral crystal, each mug stands approximately 4.5 inches tall, with a ***** ounce capacity and a weight range of ********g. After ten days I contacted them because no shipping info was received. Once the info was received I noticed it was from ***** not **********, like their website proclaims. I finally received the items on 12/9/2024, only to discover these are plastic painted mugs that hold 6 ounce of fluid and are 3 inches in height. They are no mineral crystal and are significantly smaller than advertised. This is a scam site.

  • Initial Complaint

    Date:12/06/2024

    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 believed to be purchasing a 14oz ******* tumbler. Recieved a nonbranded tumbler. When return attempted was told I could get a 20% refund or a 50% store credit. Grafton Collection website does not say anything of this return policy.

  • Initial Complaint

    Date:11/16/2024

    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 ordered dinner plates from this company which has addresses in *************, Ca. and also *******, **. They sent me serving plates for horderves or vegetables. They are only 6 inches wide by 12 inches long. Dinner plates are 12x10. I contacted them by email, they have no phone registered, and they sent me the attached email that I need to send the plates back to ***** and I must pay the cost. I have attached a copy of their correspondence with *********** ***** to which I filed a complaint. It states they would supply me a return shipping label and then compensate me. If I ship to *****, it would cost me twice the cost of the plates and they know this.. I have had ******************************************************************* I checked ****** maps of the two addresses . The one address is off their webpage (**************************) also addressed at: ***************************************** *************, Ca, *****, the other is from their response to **************** in *******, **. ****** maps shows the California address is for: "ShipBob Commerce" building and the Buffalo address is for: *****************************. I think these people are scammers. When I googled Grafton Collections, many complaints come up about them. When they emailed me that they would send me 20% of my money back, they kept emailing me that there was a problem with my card, which is not true. Is there anything that you can do or advise ?

  • Initial Complaint

    Date:10/28/2024

    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.
    Placed an order on Aug 31, 2024 for a Hello Kitty hoodie and Hello Kitty (******* mug). Their website states to allow for 8-10 days to receive the order. They provided a tracking number quickly. However, after 2 weeks had passed, the Chinese tracking number they provided still stated that only a shipping label has been created. I emailed them numerous times to refund the order since it will not be arriving in time for birthday gift it was meant for. All their email replies do not respond to the email that was sent. I appears randomly generated emails are automatically sent as replies. I filed a case with ******, and to please ******, they shared the same tracking number to show that they did something even though there was no item actually shipped. It's been almost two months and ****** is still reviewing the case. I have since filed a report with ***'s IC3 department. How this company continues to operate is unbelievable.

  • Initial Complaint

    Date:10/22/2024

    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 on August 31 ************ falsely advertises selling a "limited edition *******". They claim they are a family owned business in ******. The fake water bottle took 25 days to arrive from ***** and it is absolutely not a *******. They claim it's only "inspired by *******".

  • Initial Complaint

    Date:10/17/2024

    Type:Service or Repair 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 placed an order by mistake with this company on ************************************************************************************************************************************** they could not cancel my order and refund me because it was already complete even though I emailed them prior to the order shipping to cancel and refund the order. I have reached out to the company at least 5 different times now requesting a refund to which they have not been cooperative.

  • Initial Complaint

    Date:10/11/2024

    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 am filing a formal complaint regarding the purchase of counterfeit ******* 20oz travel mugs from Grafton Collection. I was under the impression that I was purchasing genuine ******* products, but after further investigation, I have determined that the items I received are counterfeit. They are advertised as ******* tumblers and arrived with the ******* logos and other identifying marks. I initially ordered one ******* 20oz travel cup on August 11, 2024 and did not realize it was a fake. After receiving the first cup on September 3, 2024, I placed a second order for another cup on September 6, 2024. However, after just one month of use, the handle on the first cup broke, which raised concerns about the quality. This prompted me to research how to identify fake ******* cups. Upon my research and comparing the cups I ordered with an authentic ******* cup I already owned, I discovered significant differences with the handle, logo and print on the bottom of the cup that confirmed the items I received are not genuine.I am pursuing a refund from the seller and would appreciate any assistance your agency can provide in resolving this matter.

  • Initial Complaint

    Date:10/03/2024

    Type:Service or Repair 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 paid $40.91 for a ******* cup through Grafton Collection on September 2nd 2024. I finally received my cup on September 30th and it is counterfeit. It is also poorly made - the pattern is misaligned, shrunk on the bottom, the glitter flakes right off when touched, and there is no seal on top as all other authentic Stanleys have. I emailed the company quoting their return policy listed STILL ON THEIR WEBSITE, to send ME a return label, as well as their "100% money back guarantee" even aside from illegally selling me a fake ******* cup, and they are trying to force me to pay for shipping back to ***** PLUS custom fees. It is illegal to ship counterfeit goods back so I cannot return this item, and I absolutely refuse to have them take my money. The only resolution offered is 50% of my purchase amount in a gift card to their store, or a 20% refund back to my card. So they think $8 off is a resolution to illegally selling me counterfeit goods.

  • Initial Complaint

    Date:10/02/2024

    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.
    The ****** ***** ******* tumbler is an absolute knock off. There are no ******* markings on the cup to indicate it was a ******* cup as it was advertised. To make matters worse, my 8 year old daughter took this knock off tumbler to school where she was ridiculed by the students for having a knock off. The return policy states it cant be used and needed to be returned with original tags and box. well the tags were non existent, the shipping box was absolutely smashed when received, and it didnt come in a ******* box (all of which should have been indication to me this is a terrible company that was false advertising). Really sad companies chasing money are willing to scam children on trends and role models. Then they lock up the order by not supplying the tracking information so you cant leave a review to warn anyone of this.

  • Initial Complaint

    Date:09/13/2024

    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 have been trying to get in touch with the company as I have not received a true tracking number for my order to tell where my package is. It's been almost 3 weeks since it was shipped. Absolutely no response from the company which has me worried that this is a scam. I need to know where this package is or a refund immediately. I shouldn't have to beg to get a tracking number. I shouldn't have to file a complaint to get a tracking number but here we are.

Grafton Collection is NOT a BBB Accredited Business.

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