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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:01/13/2025

    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.
    Let me start by saying i see after the fact, unfortunately, this company already has several complaints already. I bought a mug from these people, when i recieved it, it looked nothing like the ad presented it would look. It looked very cheap like plastic, and you could see where they spray painted it, the ad showed a mug that was supposed to look like amythest crystal. This was purple plastic, it looked like a party favor at best. I left an email that i wanted to initiate a return of this item. They responded i would get a response 1-3 business days, and this is now 6 days ago. It was definately a bait and switch type situation. I have definately been ghosted by this company, as all i requested, when prompted by their website, was a return label and *** yet to receive any more correspondance from them. I knew when i was told it could take up to three days to simply get a return label emailed it was probably not good, coupled with having received this "crystal" mug they had a nerve to sell for almost 30 dollers. The website states they have a 30 day return policy. I also dont get how if a company gets numerous complaints with you guys, why is there not more push-back on your end? Anyway, thank you for your time.*** ********

  • Initial Complaint

    Date:01/13/2025

    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 two of their crystal mugs for $53.94 in October. The website states that the mugs hold up to 15oz and are made of natural crystal.
    The mugs I received are very small, and made of 3D printed plastic. Not even close to the description given on their ******** page.
    The mugs shipped from a ***** ****** **** ****** **** **** ** *********** ** *****.
    I wrote to the company and asked for a refund. They replied stating the excellent quality of their items and offered me a 5% discount on future orders.
    I respo ded and reiterated that I want my money back, that they misrepresented their mugs, and that their website is completely deceptive and full of lies. They have not responded.

  • Initial Complaint

    Date:01/13/2025

    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.
    Product from this company looks nothing like the picture on their website. Been trying to get a return shipping label from them to send their c*** back. I didnt check to see if they were a good company to deal with. And they arent. An F rating from the BBB should be a red flag for all. Do not buy anything from the Grafton. Buyer beware!

  • Initial Complaint

    Date:01/13/2025

    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 a so called mineral mug and received a cheap plastic imitation. Mug was supposed to be made from mineral but was not. There are multiple complaints against this company on ********. I have now sent 6 emails asking for a replacement, but have gotten no response.

  • Initial Complaint

    Date:01/13/2025

    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 Dec 20, 2014 I ordered a crystal mug from the Grafton Collection. On their website they show images of producing these mugs from large crystalline slabs. They show a selection of beautiful crystal mugs. Well I ordered it and besides taking over 20 days to arrive it was plastic! Ugly plastic at that. With a metal insert, because the plastic couldn't take heat. They look nothing like the pictures. So much for the gift to my wife. I immediately through it away, it would even look corny in my granddaughter's play set. I've learned again never buy from *****! I've been caught like this before, but you can't tell where these businesses are located.

  • Initial Complaint

    Date:01/11/2025

    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.
    The advertise a product that is nowhere near what is described. There are these "crystal/mineral" mugs that are supposedly uniquely made. They look beautiful on the website and are obviously doctored. They took over 1 month to arrive and the address makes it seem it is a US company when in fact it is a cheap Chinese plastic toy. These are not functional mugs nor are they mineral as advertised. They are also very small and the size is quite deceiving online. I was charged almost $30 per mug for cheap plastic fakes. I am trying to get my money back but nobody will respond.

  • Initial Complaint

    Date:01/09/2025

    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.
    Grafton misrepresented their product and when I tried to return the product I sent 3 emails, 2 from their website and they did not respond. I had 30 days AFTER receiveing their product, Mineral Crystal Coffee Mugs, and at this date, Jan 9th, I still have a few days as they mailed the cups on Dec 9th and 10th and I received them a few days later.

  • Initial Complaint

    Date:01/09/2025

    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.
    Business refuses to contact me back after multiple times of trying to reach out within 3 weeks. Business sent a hard plastic cup instead of a mineral stone cup as advertised that looks nothing as pictured. Business never sent out the other parcel I ordered.

  • Initial Complaint

    Date:01/08/2025

    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 ordered a Christmas gift on December 14th, 2024. I have still not received gift. I have sent multiple emails to customer service. I am only getting an automated message that is worthless, no response from anyone at The Grafton Collection what so ever!!

  • Initial Complaint

    Date:01/08/2025

    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 2 Gemstone Crystal ***** November 20, 2024. I paid ***** USD to Grafton Collection via *******. I finally received the package, January 6th, 2025 and they are clearly not what I ordered. They are plastic with the need for a metal insert to hold anything hot. I have emailed the company and explained the issue and showed the photos, I have not heard a response back. I am looking to receive a full refund. I will send back the products if they can provide me with the shipping information.

Grafton Collection is NOT a BBB Accredited Business.

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