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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:07/12/2024

    Type:Customer Service 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 this June 23rd and I have messaged them several times about shipment and they say they will have their shipment department get back to me and they never do and when I message again I get the same response over and over so basically Im just getting the run around like its a automated response. Id like delivery of my product or a full refund

  • Initial Complaint

    Date:06/10/2024

    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 purchased a dress on 5/15/24, order #****. When the dress arrived, it did not meet expectations, so I submitted a return request to the email address provided ********************************* on 5/29/24. Per the return policy provided on the website, the seller would "send you a return shipping label, as well as instructions on how and where to send your package." I have attached a copy of the return policy from the website.However, when the seller responded, they said that I would be responsible for paying the shipping return as they have recently changed their policy. However, that is not reflected on the website, even today. I purchased the dress with the understanding that I would be able to return the dress at the seller's expense. To return the dress, it would cost ~$100, more than the price of the dress.I have reached out two more times via email (6/5/24 and 6/7/24), and they are no longer responding.I appreciate any help you can offer in regards to a refund and in regards to poor practices of the company, which I would not want anyone else to fall victim to.Thank you for your help.

  • Initial Complaint

    Date:06/06/2024

    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 ordered these zip up hoodies in the size of 4 xl. on April 13, 2024. the company website states that they are located in ********. After ordering them, I get notification that once they are shipped, and it stated they were coming from *****. I tried to cancel the order, but there was no way to do it, and when I emailed what email there was ********************************* which I emailed at least 10 times all I get back is info about their poicies. I cannot get ahold of anyone nor there is no phone number to talk to someone. they have two addresses, one is *******************************************, I did research of this address and the street map showed a building called SonWil which is a shipping company and not a company called Grafton Collection. but then there is another address ********************************************.. So I don't get if this company is even legit.the tracking number is UJ443247210YP, for which when I finally got the package on June 1, 2024, there was a guy that came in a car and just threw the package from the bottom of my ramp so that the package would slide across the ramp to reach my front door. I have asked several times to an email ************************************* from a woman names ********. I have asked for a prepaid label so that I can send these hoodies back before the 30 days is up so I can get back my ***** for hoodies that do not fit. China does not know how to make the right sizes for us Americans. No one will answer me nor can I get a label to send these jackets back for a full refund. I lost ****** with another company that you people could not get a refund from. Please get my money back from this company who is refusing to send me a label so I can send back and get my money back.

Grafton Collection is NOT a BBB Accredited Business.

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