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
- 854 total complaints in the last 3 years.
- 277 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:05/19/2025
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 need to file a complaint against Bradford Exchange Company. They have charged me twice and sometimes even three times for an order that is still on backorder. I dont understand why I am being charged multiple times for a single product, and they will not provide a refund. I purchased a ************** Train collection, and they have charged me twice for each item in this collection series. The last thing I know the last order of the series was not available, so why did they charge me for something that I don't have twice? Since I started the order in 2024, they have charged me twice for one globe.
Business Response
Date: 05/27/2025
May 27, 2025
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: ********* ******
**************** Apt.2033
**********************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated May 20, 2025, regarding Ms. ****** complaint.
Concerning the series The Nightmare Before Christmas Glitter Globe Collection, we have issued a prepaid return label for item ************, Nightmare Snow globe 5.The order was placed online where it clearly stated that it was an ongoing collection.However, we have cancelled the series. We apologize for the inconvenience this situation may have caused.
If Ms. ****** has any other questions, she can contact us directly. Our toll-free number is ************ and our hours are Monday through Friday from 7:00 ****** 6:00 p.m.
Sincerely,
******* *****Initial Complaint
Date:05/18/2025
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 purchased a challenge coin and shot glass from The Bradford Exchange in February of 2025. When I placed the order I notified them I did want a subscription to either products, this was a one time purchase only. Their customer service responded back, advising they would cancel any subscriptions. This was April 2nd, 2025. On April 26 I received an email advising my order had shipped. I emailed them repeatedly and attempted to call them without an answer several times while holding more than 30 minutes. Their call back option vs holding never resulted in a call from them. I found through my ****** account that I was billed $59 and $16.99 twice without ever receiving anything from them. I continued attempting emails through their Contact us option with no response.Business Response
Date: 05/27/2025
May 27, 2025
Customer Relations Advocate
**********************
*********************************************************
*****************
RE: ***** *******
***************************************
Case # *********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated May 20, 2025, regarding Ms. ******** complaint.
Concerning item ************,Devil Dog, the item was returned, and the credit card was credited the full amount of $59.76 on May 19th. The credit will appear on the credit card statement within 3 to 5 business days. Also, item ************, ******************* was cancelled along with the series. The $16.95 charge in question is a Rewards program the customer signed up for when placing the online order for free shipping services. In order to cancel this service, the customer needs to call ********************** ************************ at ************ for further assistance.
We apologize for any inconvenience this situation 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:05/16/2025
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.
My elderly 80+ year old parents, both with dementia/memory issues continue to get threatening letter about being sent to collections for two items, one on each of their accounts, that they did not order and do not want. My sister made multiple calls to Bradford Exchange and had emails stating that all mailings would stop and the accounts would be closed with no further billing or mailings. Two weeks ago my mother received a "past due bill" threatening letter again. I called and spoke to an agent at Bradford exchange about the situation. They apologized and once again said no further mailings or bills would be sent and the accounts were closed. Yesterday my mother called me once again very upset that she had another letter from Bradford Exchange for dad's account. This harassment of seniors has got to stop!!!Business Response
Date: 05/23/2025
May 23, 2025
Customer Relations Advocate
**********************
********************************************************************************************
RE: ********* *****
S67W23835 Skyline Ave.
******************
Case # ********
Account # no information provided
Dear Customer Relations Advocate:
We are in receipt of your notification dated May 17, 2024, regarding Ms.****** **********
Concerning Ms.****** ********* about her elderly parents receiving invoices for products ordered, we need their name, address or account number in order to fulfill this request of cancelling mailings and future invoices. We apologize for any inconvenience this situation may have caused 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: 06/03/2025
Complaint: 23337143
I am rejecting this response because: I and my sister have been in multiple conversations via e-mail and telephone with Bradford Exchange and provided the information to cancel these accounts and all mailings associated with them, yet nothing is done. I will directly contact Bradford Exchange again at the telephone number listed but I do not trust that that will resolve this issue as it hasn't in the multiple past attempts. My Parents are ****** and ******** *****. Their address is *********************************** My father's account number is *********. I have the most recent mailing from them for his account. At this moment I do not have my mother's account number BUT she is at the same address, and I have provided her name (******** *****). As previously stated, I will make another call to Bradford Exchange and will hope that that ends this madness, but I will not accept this resolution until I do have confirmation that everything has been cancelled and resolved and neither of my parents will receive further mailings or invoicing from Bradford Exchange or anyone associated with Bradford Exchange.
Sincerely,
********* *****Business Response
Date: 06/09/2025
June 9, 2025
Customer Relations Advocate
**********************
********************************************************************************************
RE: ********* *****
S67W23835 Skyline Ave.
******************
Case # ********
Account # ************** acct. ****** *****/#*********-Moms acct. ******** *****
Dear Customer Relations Advocate:
We are in receipt of your notification dated June 3, 2025, regarding Ms. ****** complaint.
Concerning Ms. ****** complaint about her elderly parents receiving invoices, her Moms account, ******** *****, account *********, has no current orders, and a request was placed to stop all mailings. The Dads account, ****** *****, has an order for item ************, Genuine Topaz Your Wings Were Ready Ring. We have decided to settle the balance.
The request to stop all mailings has been processed. Please allow 6 to 8 weeks as those are prepared in advance. We apologize for any inconvenience this situation may have caused 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 ServicesInitial Complaint
Date:05/15/2025
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 November 12, 2024, I placed an order through the Bradford Exchange website, believing I was purchasing a complete canister set for $100.77. What I received instead was a single, very small box. It was apparent this was not a full set and after going back to the webpage I realized that the charge was per piece and that I had unknowingly enrolled in a subscription.I promptly contacted the companys returns department via email on November 23, 2024. According to their published return policy, unopened items may be returned by writing Refuse/Return to Sender on the original packaging and returning it via the *******************. I followed these instructions exactly.On November 25, I received an email from Bradford Exchange stating that the subscription had been canceled and providing a return label. However, I had already returned the item as instructed on their website and no longer had the package in my possession.After not receiving a refund, I filed a dispute with my credit card company, which ruled in my favor and reversed the charge. Despite this, I later received a bill from Bradford Exchange. In response, I mailed the company a copy of their return policy along with an explanation of how I returned the item per their instructions.Most concerning, I have now received a notice from *********************, a collection agency, attempting to collect on this disputed charge. I find this not only unwarranted but also deeply troubling, as I took all reasonable steps to resolve the issue directly with the company and acted in full compliance with their return policy.I am submitting this complaint to formally request that:All collection activity be immediately ceased,Written confirmation be provided stating that my account is settled and that no negative credit reporting has occurred or will occur as a result.This situation has caused unnecessary stress and inconvenience, and I hope it can be resolved promptly and fairly.Business Response
Date: 05/23/2025
May 23, 2025
Customer Relations Advocate
**********************
******************************************************************************************************************
RE: **** *******
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated May 15, 2025, regarding Ms. ******** complaint.
Thank you for bringing this matter to our attention. An order was placed for the Peanuts Canister collection via the internet. Please see the attachment for our website advertisement. Our website states:
Your collection begins with Issue One, your first canister and 12 FREE self-stick *********** to arrive will be Issue Two, followed by additional limited-edition kitchen canisters, each a separate issue to follow.
Each issue will be shipped to you for your review, about one every month or two (pending availability), at the same low issue price and charged to the credit card on which your order was placed. No need to order each one separately
You may cancel your collection at any time with no obligation
Our records show that two canisters (the first and second issues) were both shipped. The first canister along with self- stick labels shipped on November 18, 2024, and the second canister shipped on November 22, 2024. We understand the customer contacted our *************************** via email to report that she had written Refuse/Return to Sender on the original packaging and returned it via the ***************** We processed the return of the first shipment and the refund of $100.77 was credited to her ****** account on November 26, 2024.
The second canister shipped on November 22, 2024, and as the client reports that she refused the shipment, we also settled the bill for this second shipment. We apologize for any confusion and have notified the agency to cease collection. The account remains in good standing.
We apologize for the inconvenience this has caused, and 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: 05/27/2025
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.I never received the second shipment and I understood future shipments were cancelled due to my email to them. This must be where they were confused.
Thank you.
Sincerely,
**** *******Initial Complaint
Date:05/15/2025
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.
I received a subscription item that I never ordered, contacted them via email to get a return and cancel the subscription. I was told that I will be getting 3 final charges of $100.56.Business Response
Date: 05/23/2025
May 23, 2025
Customer Relations Advocate
**********************
******************************************************************************************************************
RE: ****** ******
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated May *******, regarding Mr. ******* complaint.
Thank you for bringing this matter to our attention. Mr. ****** had ordered the ****** ***** Express collection starting back in November *******.We apologize as the collection should have been cancelled, however, another train car recently shipped. When the customer contacted our company, we cancelled the collection, settled the bill, and advised there was no need to return.
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: 05/27/2025
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:05/14/2025
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 received a notice to receive a free gift. When it came in the mail, i also received a bill for $60.75 for said "gift". When i called, the representative stated that i subscribed to a collectors series and would receive more coins. I cancelled said subscription. The notice i sent in to receive the gift did not advertise that i would be subscribed into anything. I would like Bradford to allow me to keep the coin at their expense for the inconvenience and misrepresentation and false advertisement. I should not owe them money for a gift.Business Response
Date: 05/23/2025
May 23, 2025
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: **** ********
********************************************************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated May 14, 2025, regarding Mr. ********* complaint.
Concerning item ************, 45th and 47th President, the offer you received may have included an introductory preview of the coin, along with the invoice for $60.75. The item was part of a series, that has been cancelled.We are sending a prepaid return label. Upon receipt, the account will be settled. 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:05/14/2025
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.
Without my consent and having no knowledge or contact with the company Bradford Exchange, they obtained the address of my former residence to mail me a package. The current residents at that address contacted me on 11/12/24 so that I could pick up the package with my name on it. I attempted to return the box to the sender via ***, because I did not order anything from the company (I had no knowledge of this company). A few days later, on 11/20/24, *** Ground re-delivered the package to my former residence, so I had to retrieve it yet again. I took it back to *** once again and explained the situation. They said that I would have to pay the shipping fee to return it to the company. I could not afford to do that so I donated the item to Goodwill. I did not contact the company because I did not want them to have any more of my personal information - it was concerning enough that they had a previous address of mine. Now they have found my current information and have sent me a bill for this item that I never ordered, and most recently a national collection agency - "************************** Partnership" - has sent a letter on behalf of Bradford Exchange saying "this past due account has been processed for collection". They indicate I have a balance due of $220.87. I am afraid to contact anyone listed on their mailings for fear of them having more information on me as I already feel that my privacy has been infringed upon. This situation has caused me distress and I would like to be removed from their mailing list.Business Response
Date: 05/23/2025
May 23, 2025
Customer Relations Advocate
**********************
********************************************************************************************
RE: ****** *******
********************************************************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated May 14, 2025, regarding Ms.******* **********
Concerning item ************, ****** ******* Wonderland Express Christmas Tree, the account has been settled. We apologize for any inconvenience this situation may have caused the customer.
If Ms. ******* 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: 05/23/2025
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.Thank you for your help with this.
Sincerely,
****** *******Initial Complaint
Date:05/13/2025
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 only refunded part of my cancellation. On 4-5-2025 mailed a check in the amount of $42.59. They sent me a bill asking for more money than I sent in with my reorder form. Check number 9291. They have done this the last 3 times. I will no longer do business with this company. When I called about it the lady was very rude and said she would just cancel my order and send a refund. They only sent part of my refund in the amount of$35.10. This company should be shut down. I want the rest of my refund back. It was a foreign speaking lady and I think but not sure she said her name was ***. The $35.10 was received in the mail today 5-13-2025. Called about this and was on the phone over 21 minutes and no one would answer the phone. Please close this business down for misleading and lying to people in my country.Business Response
Date: 05/22/2025
May 22, 2025
Customer Relations Advocate
**********************
********************************************************************************************************************
RE: ****** ****
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated May 14, 2025, regarding Mr. ***** complaint.
Thank you for bringing this matter to our attention. Our company received an order for the **** Bradford Exchange checks along with a payment for $42.59. At the request of the client, we cancelled the order and mailed a refund check for $35.10. Instead of mailing the full refund of $42.59, our system applied the remainder of $7.49 to a previous balance. We apologize for this error and will mail a refund for the additional $7.49. Please allow 1-2 weeks to receive the check.
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 ServicesInitial Complaint
Date:05/13/2025
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.
I have received several invoices from Bradford Exchange for items that I never ordered. I also received two packages that I again never ordered. In late 2024, I refused those two packages at the post office. On May 12, 2025 I received a notice for collections for an item from Bradford Exchange in the amount of ****** for an onyx cross pendant. I did not order this item, I did not receive the item, I do not owe any money for said item. I am not a member of any religion that would wear a cross. I have requested that Bradford Exchange cancel my membership and stop sending me invoices, items. They have done nothing on their side. I want this stopped! It is ridiculous that I might have damaged credit because of this.Business Response
Date: 05/21/2025
May 21, 2025
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: ******** ********
******************************************************************************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated May 13, 2024, regarding Ms. ************************************ the items on Ms. ******** account, including the one sent to collections, have been settled. She claims to have never ordered any product from Bradford, therefore,her account has been flagged. 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: 05/22/2025
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:05/12/2025
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 made a one-time purchase as a gift for a friend. I paid for the item and received it. After the initial item was sent, Bradford Exchange continued to send me different items that I did not purchase or request, and they charged me for each one. I disputed these charges with my credit card, and they reversed the charges for any subsequent items sent to me. Every time I received a package I hadn't ordered, I would leave it unopened in the mailroom of our apartment building for return because I did not approve of them.Therefore, I returned these unopened packages. I called them to complain and told them that I did not approve of them continuing to send me any items, charge me, or bill me. They refuse to listen and continue to bill me. I continue to be harassed and threatened with being sent to collections for something I did not approve. I verbally called and spoke to them to ensure they stopped, but they have not stopped as of today, May 12, 2025!Just so its clear, I was not happy with the gift I purchased from this company, but I still gifted it to my friend. The items they sell are not up to my expectations for the overpriced cost and the quality received.Business Response
Date: 05/22/2025
May 22, 2025
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: ***** **********
P.O. Box 10621
*************, **
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated May 13, 2025, regarding Ms. *********** complaint.
Concerning the items in questions, from the series ******* of Life Essentials Oils Collection, the account has been settled and the series cancelled. We apologize for any inconvenience this situation 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 Services
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