Complaints
This profile includes complaints for The Bradford Exchange, Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 851 total complaints in the last 3 years.
- 276 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:03/05/2025
Type:Status:ResolvedMore info
Complaint statuses
- 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 12/13 posting ************ lied for 4 days about when and who would be delivering the package.Dispute was filed on 12/19 and a chargeback occurred.Product arrived and dispute was cancelled.Refund was issued on 12/20. They refuse to find the refund. *************** said the payment went to their bank. They need to ask the bank.They keep giving me canned responses and don't do what *************** asked them to do.I want the repayment credited to my account and all charges removed.I thought I was only purchasing one item and ended up getting more product which I sent back. I also cancelled the subscription.But, they keep telling me I owe $111.28 but now $118.They have been paid but are too lazy to ask the bank about the refund.Please help! I've already spoken to an account specialist at ***************. They confirmed the payment was sent back to the bank.
Business Response
Date: 03/12/2025
March 12, 2025
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: ***** ******
*******************
***********************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated March 5, 2025, regarding Ms. ******* complaint.
Concerning the item ************, ****** ***** 45th President and the amount of $111.28 in question, the invoice has been settled. We apologize for any inconvenience caused to the customer.
If Ms. ****** has any other questions, she can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
******* *****
Client ServicesCustomer Answer
Date: 03/13/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ******Initial Complaint
Date:03/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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 jerk you around telling you your item has shipped even though the shipping company says they never received it. THEIR tracking link takes you to *** but their phone service says they only use ****. Neither company has record of my order. **************** just says "they haven't updated it" after a week? In today's world? I don't think so. I ask for a refund and they tell me I have to wait 30 days for them to consider it "lost" before I can request a refund "because it shipped" even though neither shipping company has it. It doesn't take 30 days for me to get a delivery from *****. I do not have my ring, they can't tell me where it is, but they are refusing to give me a refund. One customer service *** literally told me "that's just the way it is, sorry." Negative 5 stars, all around.Business Response
Date: 03/13/2025
March 13, 2025
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: ***** *****
************************
********************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated March 5, 2025, regarding Ms. ****** complaint.
Concerning item ************, Love Blooms Forever Personalized Ring Set, the order was prepared to ship via *** and we are unclear as to why the order was not trackable by ***. The *** site is now showing that the order was delivered yesterday. We rely on the carrier to provide updates on the tracking. We apologize for the situation but see that the *********** has since refunded the order.
If Ms. ***** has any other questions, she can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
******* *****
Client ServicesInitial Complaint
Date:03/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Im a disabled veteran and Originally tried to purchase a pair of shamrock earrings for my wife in 2024 from an ad on ******** (never received them either), - unknowingly though this purchase triggered a subscription lock in against me and I was being charged ***** over and over getting things that I never ordered so I just put return to sender and dropped it back in the mail for I thought it was a mistake. - wife noticed it was a subscription informed me so I reached out to cancel and confirm but they said they couldnt stop one last package, which was returned to center they tried to charge And then sent to a debt collector on me affecting my credit score.Business Response
Date: 03/13/2025
March 13, 2025
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: *********** ******
**********************
**********, Va 23322
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated March 5, 2024, regarding Mr. ******* complaint.
Concerning the Love Of The Holidays Pendant Necklace Collection, the series has been cancelled. The order was placed on our website where it clearly stated that it was a Collection of seasonal jewelry beginning with Issue One. Unfortunately,the warranty period for jewelry is 120 days and we cannot accept a return on any of those items. We apologize for any inconvenience caused to the customer.
If Mr. ****** has any other questions, he can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
******* *****
Client ServicesInitial Complaint
Date:03/03/2025
Type:Status:ResolvedMore info
Complaint statuses
- 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 9/6/24 I ordered a Tonka train for my husband. The price was $******. On 9/18/24 I got charged an additional ******. On 9/19/24 I called ***************** (Bradford exchange) and spoke to a guy, "****". I told him I wanted to cancel any further shipments because I had not ordered anything else. On 2/6/25 I noticed my discover card was charged another ******. I called back to the same company and spoke to "Ray". He said the shipment was already being prepared to be sent out. I told him I had cancelled any further shipments. I then called my discover card and spoke to ***. She said I had to wait until it was POSTED in order to file a complaint. But she was able to put a BLOCK on the company so they could not charge anything further. On 2/10/25 I saw the amount was POSTED, so I called discover card and spoke to ***** and filed a complaint. She filled out the necessary paperwork and credited the $****** to my account. She also confirmed that ***************** (Bradford Exchange) was blocked from charging anything further to my account. On 3/3/25, I received another box from *****************. I wrote on the box, "did not order and return to sender". This company needs to stop shipping me things I did not order. I also had called them and CANCELLED any further shipments.Business Response
Date: 03/11/2025
March 11, 2025
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: ***** *****
*******************
*******************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated March 4, 2025, regarding Ms. ****** complaint.
Concerning the series Tonka Express Train Collection, the account has been settled on the item the customer returned, ************, Mighty Tonka Dump Truck and a return label was issued for 003, Mighty Tonka Loader Flat Car as requested.The series was cancelled. We apologize for any inconvenience caused to the customer.
If Ms. ************** any other questions, she can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
******* *****
Client ServicesCustomer Answer
Date: 03/12/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *****Initial Complaint
Date:03/01/2025
Type:Status:ResolvedMore info
Complaint statuses
- 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.
There have been no transactions on my part, but Bradford Exchange is claiming that I owe them money. I have never ordered anything from them and have no idea what they are even referring to. They have a debt collector trying to collect the debt that they claim I owe them. I have reached out to them to try to figure out what this is even about and they just say I own them money for a purchase.Business Response
Date: 03/12/2025
March 12, 2025
Customer Relations Advocate
**********************
********************************************************************************************************************
RE: **** *****
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated March 2, 2025, regarding Ms. ****** complaint.
Thank you for bringing this matter to our attention. Our records show the American Eagle Silver Dollar Coin Collection was viewed on ******** and entered on our website on May 30, 2024. We have provided an attachment for Ms. ***** to view the coin collection. The first coin 2024 Silver Eagle was billed at the special price of $21.67 and shipped on June 12, 2024.
The second coin 2023 Silver Eagle shipped on June 21, 2024, at the regular price and balance due of $140.90. Ms. ***** contacted our company via email to cancel her collection. We received an additional email on March 3, 2025, advising that the client did not order nor receive the second coin, and the bill was settled at that time.
If Ms. ***** has any other questions, she can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
*. *****
Client ServicesCustomer Answer
Date: 03/16/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *****Initial Complaint
Date:02/28/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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 company fraudulently signed me up for a subscription service. I did not consent to and has been doing reoccurring charges on my account. They also tried to charge my mother three times for 1 item.Business Response
Date: 03/13/2025
March 12, 2025
Customer Relations Advocate
**********************
******************************************************************************************************************
RE: ****** ********
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated March 2, 2025, regarding Ms. ********* complaint.
Thank you for bringing this matter to our attention. Ms. ******** placed an online order for the Aurora Borealis Dreamcatcher Collection. She states that she did not want the collection and contacted our company to return the product. The matter was resolved, and the refund was credited to her credit card.
We apologize for any inconvenience and if *********** has any other questions, she can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
*. *****
Client ServicesInitial Complaint
Date:02/26/2025
Type:Status:ResolvedMore info
Complaint statuses
- 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.
Returned two items on 11/30/2024.Received refund on one item.Did not receive refund on second item.Business Response
Date: 03/10/2025
March 10, 2025
Customer Relations Advocate
**********************
******************************************************************************************************************
RE: ****** ******
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated February 27, 2025, regarding Mr. ****** complaint.
Thank you for bringing this matter to our attention. We received the return of the Preserving American Freedom coin and issued a refund to Mr. ****** credit card on December 10, 2024.
Mr. ****** states that he returned both coins together. We apologize for our oversight and have now issued the refund for the Pow Mia ***** Please allow 3-5 business days for the credit to appear.
We apologize for any inconvenience and if Mr. ****** has any other questions, he can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
*. *****
Client ServicesCustomer Answer
Date: 03/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
Date:02/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Last year I ordered from Bradford Exchange a series titled To Boldly go Star Trek Collection. I have all the pieces except for the console. I have called and e-mailed them several times. I can't get a straight answer. This collection is for my special needs son and he really wants the console to complete the collection. any help will be appreciated.Business Response
Date: 03/04/2025
March 4, 2025
Customer Relations Advocate
**********************
******************************************************************************************
RE: ***** *******
**************************************************************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated February 21, 2024,regarding Ms. ******* complaint.
Concerning item ************, Transporter Display, from the To Boldly Go Figurine Collection, is being replaced. Ms. ******* has been collecting this series for her son and never received this part of the collection. We apologize for any inconvenience this may have caused.
If Ms. ******* has any other questions, she can contact us directly.Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
******* *.
Client ServicesInitial Complaint
Date:02/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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 February pendant and earrings from company. They said was shipped on February 11. Label created February 12. Still have not received. They wanted my full bank account number and routing number. I put it on my debit card. They cashed on Feb 11. I will not give out my account number to anybody on the phone. They would not look up order without account number. I have order number which is ************. Thank you for your help.Business Response
Date: 03/04/2025
March 4, 2025
Customer Relations Advocate
**********************
******************************************************************************************************************
RE: ***** ******
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated February 21, 2025, regarding Mr. ******* complaint.
Thank you for bringing this matter to our attention. Our records show that the February Pendant + Earring set shipped on February 11, 2025, and was delivered on February 28, 2025, at 5:27 pm. The tracking number is ********************. We apologize for the delay.
If Mr. ****** has any other questions, he can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
*. *****
Client ServicesInitial Complaint
Date:02/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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 have been continuously charged monthly, for several months. There is no contact, invoice, charge approvals or any of the sort. It is fraudulent to take someone's money without their permission. I have tried logging into the website and keep getting notification that my email address is not able to be found. This needs to be rectified and all the charges returned to the account it was stolen from.Business Response
Date: 03/04/2025
March 4, 2025
Customer Relations Advocate
**********************
******************************************************************************************
RE: ***** *******
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated February 21, 2025,regarding Ms. ******** complaint.
Thank you for bringing this matter to our attention. Our records indicate Ms. ******* placed an online order for the Disneys Nightmare Before Christmas Bradford Exchange Checks and accepted an offer for the Bradford Rewards Program, a subscription service billed each month. For further details and cancellation of the Rewards Program, we invite Ms. ******* to contact the Bradford Exchange ************************* reachable via phone at ************. We apologize for any inconvenience this may have caused.
If Ms. ******* has any other questions, she can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
V *****
Client Services
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