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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:02/03/2025

    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.
    Ordered: Nov 20, 2024 Shipped: Nov 21, 2024 Delivered: Dev 7, 2025 They outright lied about the product. Every aspect of the description was false. The size, the material, use cases, even the pictures.Their description explicitly say they are made from crystal. The even have a video of a chunk of crystal being turned on a lathe What I got are small cheap plastic mugs with random paint splatters. I have no confidence that they are food or heat safe. I requested a refund. They wanted me to pay for return shipping to *****, about 2/3 of my total cost. When I refused, they offered to return 20% of my cost. I would do a charge back, but for that purchase, my ****** was set to debit a bank account. They did not send the described item and expect me to return it at my expense.

  • 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.
    I ordered the Crystal mug on December 30, 2024. I received a cheap plastic cup on January 25, 2025. It was NOTHING like the add depicted! I immediately contacted them requesting a refund. Nothing. A couple days later I sent a second request to which I received a very nice letter saying they were sorry I was dissatisfied, did I still want a refund. I replied, yes. Still waiting on that address! I just sent another email asking for the address again!Its not so much the money, I think it was $21 and change. Its the way they advertised it, with video of them blasting the rock out of the earth and forming a mug and showing how gorgeous the Crystal mug was. I was SOO disappointed in opening the package!! It is a small piece of plastic with a metal liner. How do I get refunded, and let EVERYONE know the true description???Disappointed, and now angry

  • Initial Complaint

    Date:02/02/2025

    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.
    The product was falsely advertised

  • Initial Complaint

    Date:02/01/2025

    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 1 blue mineral crystal coffe cup and 1 orange mineral crystal coffe cup on December 1, 2024 (intending on getting these items as Christmas gifts for family) for $19.99 EACH. Not only did the items take OVER double the 21 day transport time that was stated but the items are complete different than what is being posted, It is a different look and material completely (its plastic and metal, while supposed to be mineral / crystal). And although have multiple times, tried to get a refund through their refund policy The only thing I get is an automated voicemail that does not allow me to proceed any further

  • Initial Complaint

    Date:01/31/2025

    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 5 crystal mugs for Christmas. Order arrived a month late but thats not the worst part. What they sent was nothing short of fraud. These were cheap plastic not crystal 2 piece cup that u would find at toy section of the dollar store. I emailed them to return these hideous embarrassing pieces of junk. No response. Ive sent no less than 5 emails tried to message on ******** and no response. This company is a fraud. I have a good social media following and will put them on blast so that they dont keep doing this to others since looking at the reviews on here this is there standard way of doing business. Shame on u frauds.

  • Initial Complaint

    Date:01/30/2025

    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 #***** 12/11/2024 Grafton Collection (dba Premier Trust Store?)Total Paid: $26.95 USD Subtotal $18.00 Shipping $8.95 Item: Mineral Crystal Coffee Mugs Website: *************************************************************************************************** ***video on website shows mugs being made from crystal***Item delivered was cheap plastic.

  • Initial Complaint

    Date:01/30/2025

    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 on line 6 mineral crystal coffee cups that were supposed to be made out of mineral crystal but when I finally received them they were plastic that looked like a 2 year old had scribble on them with a marker. Their ad stated that they were made with mineral crystal which is completely false. I purchased on 12/28/2024 for $128.89. The day I received was 01/25/2025. All Im asking for is my money refunded. I have emailed them several times starting from the day I receive the order that I would like to have a refund but, I have not received a reply. They also state on their website that they refund up to 30 days when received and will send a return label.

  • Initial Complaint

    Date:01/28/2025

    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.
    In November of 2024, I ordered 3 mugs from the Grafton Collections website that were beautifully pictured and described as crystal gemstone carved mugs. And what I received after waiting almost two months later was 3 hideous looking plastic molded mugs with detached metal inserts that will fall out upon drinking out of them. These are the ugliest things Ive ever seen. I paid 20$ per mug plus shipping, which came out to be just under 70$. I am livid! This is such false advertising. They also claim to have an easy return policy and that they will answer any emails within 24 hours, but its been 4 days and I havent received a response and Ive sent 2 emails.

  • Initial Complaint

    Date:01/26/2025

    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 placed an order for 2 gemstone mugs, it took over a month to receive them and when they arrived they were made of plastic and had a horrible paint job. These were totally different than what was advertised, I have asked to return them with no response from them. I would like my money back for these items.

  • Initial Complaint

    Date:01/26/2025

    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.
    On 11/25/24 I ordered a Blue MINERAL CRYSTAL mug for a total of $28.94. It was delivered on 12/9/24. Not only does it NOT look like what I ordered but it is not made out of crystal it is plastic. It is painted. It is ugly. It is half the size promised. I emailed them 12/11, 12/22, 12/28, 1/18 & 1/22 requesting a full refund and providing pictures. There only responses where to say there will be a delayed response and they will review and decide I will receive a full refund. This is completely bogus. This is bait and switch and false advertising. They are ignoring emails and don't care to fix this. I am not giving up and will continue to write bad reviews of this company. They are charletons.

Grafton Collection is NOT a BBB Accredited Business.

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