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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:02/06/2025

    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 with Grafton Collection via TikTok on 12/21/24, #*****. The business had advertised mineral mugs and posted pictures of the mugs themselves, looking like real agate or amethyst ect. Nowhere in the add did it elude to the fact I would be receiving anything other than what was described as mineral mugs. I received them on 1/23/25 and they were nothing like the pictures, cheap plastic cups much smaller and NOT mineral mugs, but toxic plastic painted over. I replied right away as the return policy they are stating is 45days, their response time 48hrs. I sent a request for return on 1/23, 1/26 and 1/28, received no replies. I finally received a response on 2/3/25, stating that I have to pay for the return and now a clearer understanding that those are not mineral mugs. I replied right away saying to confirm the ship to address, today is 2/6/25, I still have no reply from the business. They are letting me hang in an effort to reach the no-return deadline, and being unprofessional by not responding in a respectful manner. This was false advertising, I feel I should not be liable for the return costs anyways. But at the very least, render professional customer service and respond in a timely manner. I foresee a problem with this business based on their current conduct and seek help in resolving the matter, possibly not paying for the return due to false advertisement and frankly... poor customer service. My expectations are based on what I see in the picture, so my disappointment is justified. Also, those mugs are so toxic, they stink of chemicals right out of the box. If the description says Gemstone Crystal **** then I do not expect a painted plastic container. Thank you for your help, Kind Regards, Silke

  • Initial Complaint

    Date:02/06/2025

    Type:Order 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 purchased an item from this website and what we received did not match the item description nor the images in the listing. Customer support refused to issue a refund or send us a shipping label to send the item back per the refund policy. We tried emailing multiple times to request a refund and shipping label but instead got an address in ***** to send the item back to without any compensation for the shipping cost. We are requesting a refund and are happy to ship the item back provided that the company sends us a pre-paid shipping label per the refund policy.

  • Initial Complaint

    Date:02/05/2025

    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 mi wealth mug from them and it was CHEAP plastic and poorly painted. First red flag should have been that it was shipping from *****. Nowhere on the product site does it indicate the mug is plastic or had a stainless steel insert. The description is actually explicitly the opposite - stating that the mug is carved from the minerals and even has a short video illustrating the process. I thought this was somehow related to Grafton ********, *** which is close by and there are so.e nice mineral deposits around d here. In *** event, product was NOT as advertised and the consumer us responsible for paying shipping back. The item is not worth the postage or packing to ship back. I have screenshots and email conversations of the issues. Unfortunately I doubt that much will come of this, but reporting anyway.

  • Initial Complaint

    Date:02/05/2025

    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.
    This business advertised online and on snapchat a "mineral mug" that appears to be carved out of actual stone with a variety of colors. I purchased 6 of these mugs (approximately $120 total), intended as Christmas gifts, and when they came over a month later, they looked nothing like what was advertised. The mugs were made of some cheap plastic that smelled highly suspect. The mug was advertised as being able to be used for hot liquids and mentioned nothing of a metal insert that would be needed to use for hot liquids. The size of the mugs was also a lot smaller than advertised, it was about the size suitable for a child. When I tried to return them and get a refund, the website said that I would be responsible for the cost of the return and when I asked for the return address this business said that it would only be able to refund a maximum of 20% of the cost or 100% if I did a gift card to the website. After some research, this appears to be a dropshipping scam that gets their products from **********.

  • Initial Complaint

    Date:02/05/2025

    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 paid for an item on their site, and not only did it arrive extremely late, but it was nothing like the description. I emailed the company numerous times, and received no response until weeks later. I was scammed out of my money and have nothing to show for it.

  • Initial Complaint

    Date:02/05/2025

    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 number ***** on January 21, 2025 Emailed to return items on 1-24-25 and have received no response.Emailed to return items on 1-27-25 and have received no response.Emailed to return items on 2-5-25 and have received no response.

  • Initial Complaint

    Date:02/04/2025

    Type:Order 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 January 10, 2025, I purchased a mug from Grafton Collection via their website. I paid $19.99 for the mug plus $8.95 shipping, spending a total of $28.94. The mug arrived on January 23, 2025. I was not satisfied with the quality of the mug, believing that the online photos and description had been deceiving as to its quality. That day I emailed ******************************* telling them that I wanted to return the mug for a refund and asked for the mailing address to return the item to. I received no reply. I sent another email to the same address on January 27, 2025, again stating that I wanted to return the item for a refund and asking for a mailing address to send the item to. I have never received a response from Grafton Collection on this matter.

  • Initial Complaint

    Date:02/04/2025

    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 two (2) "crystal" mugs on the website for a gift and the pictured item was not what was delivered. I have tried 10+ emails to the company to arrange a return and refund. I get automated responses, but my request is being ignored.

  • Initial Complaint

    Date:02/03/2025

    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 gemstone mug 1/3/24 as a gift. Took 3 weeks to get here and it came from *****, which was not expected. The cup looks like a toddler painted it.

  • Initial Complaint

    Date:02/03/2025

    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.
    Company Grafton Collection that appears to use the premier trust store. I ordered 9 cups that the description said was carved out of stone. The picture was also cups craved from stone. False advertising. The cups are made of plastic, and they are very small and ugly. I emailed the seller immediately upon receiving the cups for instructions for a return. I followed their return policy. The cups are still in their original boxes. Each up is in its own box. I only opened two of them. The original mailing package is still intact too. I have emailed them 5 times now and the only response that I get is a generic computer zendesk reply. The reply states their return policy and not the address to where they want it returned. It's a scam and many people on the internet have had the same issue with false advertising and the company not responding to them for returns. The company states that they will return your email promptly with mailing instructions, but they do not. I can email you the 5 emails that I sent and their zendesk reply.

Grafton Collection is NOT a BBB Accredited Business.

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