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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: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.
    Was not real crystal ****** was a plastic cup spray painted with chemicals that are chipping off out of the box..Purchased DEC 12 and received JAN **** was a late Christmas gift.Ut isn't the same color or size of what I paid for and it was $45.I can't use it from being toxic smelling and not at all what I paid for.

  • 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 *********************** Mug" from Grafton Collection on 12/6/24 for $28.94. It arrived from ***** on or around 12/18/24. When I opened it, it looked nothing like the picture advertised on the website. If fact, I couldn't give it as a gift, which is why I bought it. It's total garbage. So I reached out to initiate a return, feeling completely scammed by this company. The response from the company has been extremely slow and unhelpful. I emailed them on 12/18/24 and it still hasn't been resolved, despite me sending pictures of how far the item they sent is from the item advertised. Now they are telling me that I have to pay for the shipping label to send it back to *****, which is not what is stated in their return policy. I think they are trying to scam me out of the money. I know it's not a lot of money, but companies should facilitate returns as stated in their policy.

  • Initial Complaint

    Date:01/07/2025

    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.
    Paid $44.95 on Dec 2nd 2024. Was an order for two mugs. They have never gotten back in touch with me about this order. Even though they have taken the money out of my account. But they do keep sending me emails about buying more things. I have emailed them five times now, and heard nothing

  • Initial Complaint

    Date:01/06/2025

    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 purchased $83.93 worth of merchandise on December 13, 2024. The money left my bank account on December 13, 2024. The website states that shipments can take 2 to 3 weeks to arrive. It has been over 3 weeks I do not have my order. I have sent a total of 8 emails enquiring about the status of my order and I have only gotten an automated response which tells me nothing about where my order is. I want to be refunded my full amount of $83.93. That is all. I do not have it and no person from the business has contacted me to discuss refund or status of my order.

  • Initial Complaint

    Date:01/06/2025

    Type:Sales and Advertising 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.
    They advertise a "mineral cup," as in, a cup made from cut crystal/stone. What you get is a cheap, plastic cup that has been poorly painted. It is patently false advertising.

  • Initial Complaint

    Date:01/04/2025

    Type:Sales and Advertising 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 is a scam company. The products advertised are not the same products that are actually sold. Also this is NOT a US company. This company is actually located in *****.

  • Initial Complaint

    Date:01/04/2025

    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.
    Order ***** I need to address an issue with my recent order. The mug I received does not match your advertised product, as the coloring is different and the quality is subpar, with paint splotches all over. I expect a return label and a full refund, as the item does not align with your advertisement.

  • Initial Complaint

    Date:01/04/2025

    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.
    They are misleading about their products. I purchased 3 gemstone mugs and in the description they say their mugs are made out of actual gemstone. They even have a video in the product description showing the mugs being manufactured out of gemstone. The mugs are made of plastic look nothing like the image on the website and have a very strong chemical odor on them. They also say the mugs hold ***** ounces if liquid and it barely holds 8 ounces. The entire description of the item with item photos are completely misleading.

  • Initial Complaint

    Date:01/03/2025

    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.
    Product received was not the product described. Website clearly states what the product is made from. The product received does not match the description in material, size, or volume. When contacted, customer service gives a very generic response and offers a 5% discount. Attempts for return have been ignored.

  • Initial Complaint

    Date:01/02/2025

    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 2 mugs. Website said they were made of crystal and held ***** oz. Received small plastic mugs with metal inserts that holds maybe 6 oz. Received on 12/17. Immediately contacted grafton for a refund. They are ignoring my requests.

Grafton Collection is NOT a BBB Accredited Business.

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