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Business Profile

Importers

Grafton Collection

This business is NOT BBB Accredited.

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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:03/20/2025

    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 some coffee mugs from Grafton in December of 2024. I was told it would take ***** days to receive. 2 months later still did not receive the mugs so I asked if they could cancel the order as I had not received it and no longer needed them. I was told by Grafton that since the order had already been placed they couldnt cancel it. Looking at the tracking information showed me the original order never shipped and a second order was placed without my approval. I just received the order this week on 3/18/25. Not only did the mugs not look anything like the picture, they were much smaller than advertised. I reached out to Grafton requesting a return and was told my reason did not meet their return policy criteria. No other explanation, just another sorry, we cant help. I dont want these horrible imitation mugs and would like my money back. This is the worst customer service I have ever experienced. I suggest that no one does business with the liars and cheats of this company. A simple return should not be this hard.

  • Initial Complaint

    Date:03/19/2025

    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.
    On 12/04/24 I ordered what wad advertized to be a mug carved from mineral crystal. I paid $28.94 for the mug. The order number is *****. It was paid via credit card. When the mug arrived it was a cheap resin piece of s**t. I contacted Grafton on 12/18/28 and requested a full refund. I received a reply from "************* Store" saying they received my request and would reply within a few days.I have been going back and forth with this company for 3 months. I was informed that they had moved to *****, and that they could only offer me a 5% refund or a 50% credit for another purchase. Today I received an email saying that "We have attempted to process your refund, but unfortunately, we encountered an error stating that the Original Transaction ID could not be found. To resolve this, we kindly ask that you reach out to your bank or ****** for assistance in obtaining the Original Transaction ID. Once you have that, please provide us with the correct ID, and we will be happy to proceed with your refund."This has been going on for 3 months and I feel like they have been defrauding me with the purchase, the excuses and the refund.

  • Initial Complaint

    Date:03/15/2025

    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.
    On Dec. 18th, 2024, I ordered a ********************** mug from Grafton Collection based on the photo provided of the product on their website. The item was finally delivered on Jan. 11, 2025 (after Christmas), and the mug that I received was not remotely similar to the item advertised. The photo on the website was a colorful mug carved from stone similar to geodes or agate; the item I received (shipped from *****, which was not mentioned) was a cheap, worthless plastic/resin molded cup with poor quality spray painting instead of natural coloring. I have tried for two months to get a refund and shipping return, but Grafton (who also does business through ***** companies including one named the *******************) has refused. I was told that if I send the mug back and pay all the shipping costs to *****, that they would evaluate it and decide if I could receive a refund - the item cost $28.94, and the shipping would have cost $32.05, so it would have cost more to ship it than it originally cost. The seller refused to provide a shipping label or any commitment to refund shipping costs, and no firm promise of a rebate for a misleading, falsely-advertised product.

  • Initial Complaint

    Date:03/12/2025

    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 purchased a mug from Grafton Collection in December. The mug was to be sent to an address other than mine. In February the recipient informed me a mug had finally arrived and it was not the one I purchased. A picture sent to me confirmed that it wasn't my selected mug. I reached out and asked a representative at Grafton Collection to send a refund for my purchase. The representatives I've spoken to have quoted inadequate "policies" to me that tell me I need to return the mistaken mug to an address in ***** in order to receive a refund. Otherwise they would send either a 50% coupon for my next purchase or a refund of 20% of the mug's purchase price. None of these options are appropriate to the situation. Grafton Collection created the mess and then expects the customer to clean it up at the customer's expense. This is no way to conduct business and I would like to prevent others from falling into the same situation with this company. They owe me a full refund of $30 for the Animal Pattern Mug I purchased. I would appreciate any help you can provide. Thank you

  • Initial Complaint

    Date:03/06/2025

    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 for two mineral coffee mugs in early December. It is March 6th and I have failed to receive them. I have sent multiple emails requesting a refund and continue to get automated responses and no help.

  • Initial Complaint

    Date:03/03/2025

    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.
    Purchased a mineral Gemstone cup from this site on February 5th. 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. They are clearly using false advertising to sell these products, probably AI images that do not represent the product you will receive and they will not admit to any wrongdoing. It is laughable what I received compared to their advertisement. I am sure I am not the only one who purchased this product expecting it to be the product in the photo.

  • Initial Complaint

    Date:03/03/2025

    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.
    On February 11, 2025, I purchased two mineral crystal mugs on Grafton Collection website. The mugs were clearly advertised as being made from high-quality mineral crystal. The website also featured a video of the mineral crystal selection, carving and lathing manufacturing process of the mineral crystal mug. Based on this marketing material, I purchased two mugs for $19.99 USD each. The total charge for the mugs was $41.34 and the charge was placed on my credit card by a business named Herinstyle.On February 20, 2025, instead of receiving mineral crystal mugs, I received two plastic injection molded mugs worth $0.50 USD each. The mugs that I received are not what was represented on the website.I immediately accessed the website and submitted a request for a full refund and a return label per your return policy.On February 24, 2025, I received a response from ****** representing a business named Premier Trust Store. She stated: "The mug you purchased is inspired by the beauty of natural minerals, but it is not made from actual mineral crystal." ****** also informed me that they "do not provide return labels, and the shipping cost for the return will be shouldered by the customer." I also received communication instructing me to return the incorrect product to an address in ******** China at my expense.I am attaching a copy of Grafton Mineral return policy as advertised on their website. I expect Grafton Collection to honor their return policy and provide a return label and a full refund for the incorrect product that I received.

  • Initial Complaint

    Date:02/26/2025

    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 purchased the same mineral coffee mugs that I see others have filed the same complaint about. The issue is simple. This is a total scam. They show one thing on their website and then ship another. What I received looks nothing even remotely close to what they show on their website. I should have checked with BBB before I placed the order, since this company has an F rating. Knowing that would have prevented me from placing an order with them.

  • Initial Complaint

    Date:02/21/2025

    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.
    We ordered 2 mineral/crystal mugs from Grafton Collection, we received 2 plastic mugs that are not worth the price we paid.

  • Initial Complaint

    Date:02/09/2025

    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.
    12/26/24 $60 I ordered two mineral crystal coffee mugs and a mineral crystal candle, for gifts. When I received them they were very cheap plastic, then painted and didnt even come close to looking like the pictures. Went back and read everything - (Experience the perfect combination of style and durability with our ****************************** Mugs. Made with high-quality mineral crystal, these mugs are not only visually stunning but also able to withstand regular use. You'll never settle for ordinary coffee mugs again.) This is NOT what I received. ********* toys are better quality. Contacted them for a refund and now being told I can get 20% back if I dont send back cause they no longer let the returns go to ** but you have to send them back to *****. So in other words, it isnt worth it. First, Id like my money back. Second, I dont want someone else being duked. You cant even leave a review. I wonder why. I have never done this, but I am so irritated by this and tired of companys getting away with this type of thing. I couldnt get the product to upload or pictures of theirs.

Grafton Collection is NOT a BBB Accredited Business.

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