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:05/12/2025
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 made a purchase online on 05/05/25, I received an email on the 7th that the item was shipped, however when checking the tracking number it only says a label was created. Today is May 12th and it still shows label created. I called the company customer service # ************** and was told by their representative that the item was shipped on May 7th through ****. This is also incorrect as **** does not have any information that this item has been shipped. I am requesting a complete refund. I also sent two emails to their customer service department regarding tracking and I have not received any response. I am requesting my full refund and they can keep this product after reading comments and being misled.
Business Response
Date: 05/22/2025
May 22, 2025
Customer Relations Advocate
**********************
*************************************************************************************************
RE: ****** ******
***********************************************br>*****************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated May 13, 2025, regarding Ms. ******* complaint.
Concerning item ************, Birthstone My Family, My Heart Personalized Ring, the item was settled. The credit of $177.61 will appear on the customers credit card statement within 3 to 5 business days. 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 AM to 6:00 PM.
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: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.
My father ***** ********** is hospitalized and will be in a rehab for several weeks. I called them initially to cancel the subscriptions, they told me it couldn't be canceled because I'm not the account holder. So I asked them to pause the subscriptions to coming to my father's home, because nobody will be here to pick up the packages. We live in ************* and the packages could be stolen right off of his stoop. They told me that I have no authority to pause them because I am not the account holder. I found this disgraceful that they wouldn't even pause it, and that they'd be willing to let his packages get stolen just to collect money off of him. He has multiple subscriptions with then. Just disgraceful!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 13, 2025, regarding Ms.Comperiatis complaint on behalf of her *********************************** you for bringing this matter to our attention. We are sorry to learn of this situation and would like to help. We understand that Ms. ********** has contacted our company on behalf of her father. At her request we have put Mr. *********** account on hold so that no orders will be shipped at this time.
We apologize for any inconvenience 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: 05/23/2025
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.
Sincerely,
***** **********Initial Complaint
Date:05/10/2025
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.
Ordered a ring a week ago with guaranteed delivery by mothers day it's not here and they say it won't be either.Business Response
Date: 05/20/2025
May 20, 2025
Customer Relations Advocate
**********************
*********************************************************
*****************
RE: ****** ******
*************************br>*****, ** 62823
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated May 11, 2025, regarding Mr. ******* complaint.
Concerning item ************,My Family, Blooming With Love Personalized Ring, it appears, according to the tracking information, the package must be at the customers local post office. Perhaps the customer requested this situation. He should follow up with his post office. We apologize for any inconvenience this situation may have caused.
If Mr. ****** has any other questions, he can contact us directly. Our toll-free number is ************ and our hours are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
******* *****
Client ServicesCustomer Answer
Date: 05/20/2025
Complaint: 23311817
I am rejecting this response because: it was guaranteed to arrive by the 11th of May it didn't it got here the 15th wasn't even delivered by the 11th check the tracking number
Sincerely,
****** ******Business Response
Date: 05/23/2025
May 20, 2025
Customer Relations Advocate
**********************
***********************************************************
****************
RE:****** ******
*************************br>*****,** 62823
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your additional notification, dated May 20, 2025, regarding Mr. ******* complaint.
Concerning item ************, My Family, Blooming With Love Personalized Ring, according to the tracking information, the package was delivered and should available at the ********** Office. Delivery was made on May 15th at 9:14 am.He should follow up with his post office. We apologize for any inconvenience this situation may have caused.
If Mr. ****** has any other questions, he can contact us directly. Our toll-free number is ************ and our hours are Monday through Friday from 7:00 ****** 6:00 p.m.
Sincerely,
******* *****
Client ServicesInitial Complaint
Date:05/09/2025
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 necklace for a Mothers Day gift that was never delivered. I called customer service and told them that the tracking number they provided shows that **** never received the package to deliver. They advised that the item was shipped and somehow conveniently they werent updating the tracking which is a lie. She has no way to prove that was the case or even know that was the case. The item was never shipped.Business Response
Date: 05/21/2025
May 20, 2025
Customer Relations Advocate
**********************
***********************************
***********************
RE: ****** ******
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated May 11, 2025, regarding Mr.Wilsons complaint.
Thank you for bringing this matter to our attention. We apologize for the delay in receiving the My Family, My Heart Personalized Birthstone Pendant Necklace. Personalized orders take longer to process because they are sent to a vendor for personalization. The customer contacted our company on May 12, 2025, to check on his order, however, the tracking was still pending. Since Mr. ****** did not receive his order by Mothers Day, he requested a refund. We issued a refund to his credit card for the full amount on May 12, 2025. Please allow 3-5 business days for the credit to appear.
NOTE: Tracking does show the necklace was subsequently delivered on May 17, 2025.
Tracking number 9405511899560746847181Delivered
May 17, 12:34PM
*********, **
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:05/09/2025
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 was solicited via (physical) mail to purchase a new Super Bowl Commemorative Coin from the Bradford Exchange (BE). I decided to order 2 coins as gifts. A few weeks after receiving the coins, I received additional unauthorized shipments for some kind of coin cases, new coins, etc. I never ordered these items and I did not want them either. The BE continues to conduct these shady practices in an attempt to take advantage of people and in particular, seniors. My father in law has 10 outstanding invoices for items he never ordered. They hope you just pay them and move on and it's absolutely ridiculous. I spent hours calling and messaging them trying to get help and have this all canceled and return labels to send this junk back. After waiting on hold for 20 -30 min each call, youd finally connect with a rep, who would then mysteriously disconnect the call, forcing you to start all over again. I finally thought this was resolved and now I just received another package. This company needs to be investigated for this. This isnt a fluke or a one off; this is their business model to flood you with items you dont want/need, and hope you just pay for it esp if you arent of sound mind.Business Response
Date: 05/20/2025
May 19, 2025
Customer Relations Advocate
**********************
******************************************************************************************************************
RE: ***** **********
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated May 10, 2025, regarding Mr.Brothertons complaint.
Thank you for bringing this matter to our attention. We received two orders for the ******************* Super Bowl L1X Champion Dollar Coin collection placed via the internet. Please see our attached advertisement for details of the subscription plan.
Our website states:
The collection kicks off with Issue One, ******************* Super Bowl LIX Champions. Soon, your collection continues with Issue Two, Super Bowl Final Score and FREE Deluxe Display Box,followed by 13 additional ******************* Super Bowl LIX dollar coins featuring more outstanding Eagles players such as **** *****, **** ****, ***** ****** and ******* *****, to complete your collection. Each issue will arrive separately.
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.
Mr.********** notified our company that he only wanted (two) of the first coin and was unaware of the subscription plan. Prepaid return labels were sent to return the second shipment. We received the returns on May 16, 2025, and issued a refund of $121.50 to his credit card. Please allow 3-5 days for the credit to appear.
.
We apologize for any misunderstanding and if Mr. ********** has any further 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: 05/20/2025
Complaint: 23309178
I am rejecting this response because:They refer to their "online" offer but that's not where I ordered. Also, they know exactly what they are doing with this offer. There wasn't a place to opt out of the subscription as it automatically enrolls you into the subscription. They also didn't address the magically dropped calls every time I tried to get help to cancel this unauthorized subscription. They should be turned over to the *** for taking advantage of people and esp seniors.
Sincerely,
***** **********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 additional notification dated May 20, 2025, regarding Mr. *********** complaint.
We apologize as Mr. ********** states he had difficulty in cancelling his collection. We received two orders for the ******************* Super Bowl L1X Champion Dollar Coin collection placed via our website. Please see our attached advertisement for details of the subscription plan.
Our website states:
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.
Per our records, the customer contacted our *************************** to advise that he only wanted (two) of the first coin and was unaware of the subscription plan. Prepaid return labels were sent to return the second shipment. We received the returns on May 16, 2025, and issued a refund of $121.50 to his credit card. Please allow 3-5 days for the credit to appear.
.
We apologize for any misunderstanding and if Mr. ********** has any further 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:05/07/2025
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.
***** train ad said included free track and controller, but we were charged anyway. Complained; no response. Other family member used my information to gift first two shipments; Bradford would not change payment method for the remainder. They did not inform us that it was a subscription for many more cars than advertised. Cancelled. Later they mailed me an invoice for a ***** silver dollar I did not order; complained; they sent it anyway. I marked refused and sent back; still getting bills and phone calls.Business Response
Date: 05/16/2025
May 16, 2025
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: ******* **********
********************************************************************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated May 8, 2025, regarding Ms. *********** complaint.
Concerning item ************, ****** ***** ***** 1 Oz., the customer stated in her complaint that she refused the coin. As soon as the coin is received, the account will be settled. The customer is expressing that she was not aware that she signed up for a series. Our advertising clearly states there is a charge plus shipping and services for each piece of the train. Concerning Issue 2,Engine and Free Track Set with Power Pack and Speed Controller, there is a charge for the engine, not the other items. We are issuing a prepaid return label for the last item received, ************, Combine Car. 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 ServicesInitial Complaint
Date:05/07/2025
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 NY Yankee beer tap collection in March of 2021. Since then they have not kept up with it, still 4 years later the collection is not complete. I have spoken to customer service numerous times and yet there is no completion date set. Furthermore today the customer *** encouraged me to cancel it, so I will be 2 pieces short in the collection. This company needs to be responsible and penalized for their poor business. Ive paid for 6 pieces at $49.99 plus shipping and tax. What good is an incomplete collection.Business Response
Date: 05/16/2025
May 16, 2025
Customer Relations Advocate
**********************
************************************************************************************************
RE: ****** ******
*************************************************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated April 2, 2025, regarding Mr. ********************************** the series, **************** Beer Tappers, the customer has collected six in the series. We have the next in the series, #7 available and ready to ship. The customer should allow 10 days to two weeks to receive. Please let us know if he has any additional questions. We apologize for any inconvenience this situation may have caused.
If Mr. ****** has any other questions, he can contact us directly. Our toll-free number is ************ and our hours are Monday through Friday from 7:00 AM to 6:00 PM.
Sincerely,
******* *.
Client ServicesCustomer Answer
Date: 05/19/2025
Complaint: 23299282
I am rejecting this response because:I attached a message I received from Bradford via messenger, they are lying. They responded that the manufacturer stopped making this collection. They are not being honest with me or the BBB.
Sincerely,
****** ******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 19, 2025, regarding Mr. ********************************** the series, **************** Beer Tappers, the customer has collected six in the series. We have the next two in the series, #7 and #8 that are being overnighted to the customer. We apologize for any inconvenience this situation may have caused.
If Mr. ****** has any other questions, he can contact us directly. Our toll-free number is ************ and our hours are Monday through Friday from 7:00 AM to 6:00 PM.
Sincerely,
******* *.
Client ServicesInitial Complaint
Date:05/06/2025
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 placed an order on Feb 27, 2025 for Item #********* (Personalized Porcelain *********************** Plays Music). I included "personalization details" for February birthstone. I placed the order for my girlfriend, who wanted to get this item for her daughter's birthday and have it delivered to her daughter. I included the daughter's address as the SHIPPING ADDRESS. When I placed the order, it said that delivery could be expected between March 13 - 27, which can be seen in the attached file "BRADFORD ORDER 2"; file "BRADFORD ORDER 1" shows the date I placed the order and received the email confirmation of the order. I had to provide 2 files in order to show all the information.The "arrive by" date was later pushed out to May 7, as shown in the file "BRADFORD ORDER MAY 5". I have contacted their so-called "customer service" by phone ND email several times and have not been given any reason as to why the item has been delayed; I was told that it was in fact in stock and just needed "personalization". After several attempts to find out what the delay is; I was offered a 10% discount with free shipping for the inconvenience, as shown in file BRADFORD ORDER EMAIL DISCOUNT.Today; May 6, 2025, I went to again check on the progress of the order and the "arrive by date" has now been changed to June 18, as shown in file BRADFORD ORDER MAY 6.I have also tried to find a phone number other than "customer service" in order to report the problem to their headquarters. All numbers I find listed are supposedly for ***** and ***********, *** but when I contacted the BBB, I was told that their headquarters is in ******, *******, ****** and was given another number that is supposedly for the headquarters there. That number seems to not be in service.I would very much like to find out what the problem is so that the order can be completed and shipped to my girlfriend's daughter. It was already going to be late for her birthday and now it is over 2 months past that.Business Response
Date: 05/16/2025
May 16, 2025
Customer Relations Advocate
**********************
******************************************************************************************
RE: ******* *****
**********************************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated May 7, 2025, regarding Mr. ********************************* item ************, My Daughter, My Joy Personalized Figurine, is being prepared for shipment and the customer should allow 10 to 2 weeks to receive. We apologize for any inconvenience this situation may have caused.
If Mr. ***** has any other questions, he can contact us directly. Our toll-free number is ************ and our hours are Monday through Friday from 7:00 AM to 6:00 PM.
Sincerely,
******* *.
Client ServicesInitial Complaint
Date:05/06/2025
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.
Invoice date April 25, 2025 My 86 year old father received a coin in mail from The Bradford Exchange. He did not order it. He took it to post office to return to sender and was told it was junk mail and throw it away. He threw it away and now has a past due invoice of $50.27 from The Bradford Exchange. I called them May 6, to ask them to stop sending past due bills and anything else. They said they were sending to collections. Please assist.Business Response
Date: 05/13/2025
May 13, 2025
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: **** ********/****** ********(Dad)
2745 ******* ***** Cir.
*****, TX 76054
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated May 6, 2025, regarding Mr. ********* complaint.
Concerning item ************, Honoring All those Who Have Served, Mr. ********* account has been settled and the series cancelled. 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:05/06/2025
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 one coin from Bradford Exchange approximately two months ago. It was paid for. I received the item, it was done. Then today, 05/06, I noticed they took 30 dollars out of my checking account. I called them, they said this was for the entire set of coins which I did not order. I canceled this and I was told it would take two to four weeks to receive a refund. This is ridiculous because I never bought a set. I bought a single coin. No where on that page did it say it was part of a set. This also happened to my mother about a year ago. Is there anything you can do to spend up my refund? Thank you so much.Business Response
Date: 05/12/2025
May 12, 2025
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: ***** *******
************
**********************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated May 8, 2025, regarding Mr. *********************************** the customers request, we have cancelled the series Eagles Super Bowl L1X Champions Dollar Coin Collection. We have issued a prepaid return label for item ************, Super Bowl Final Score and free Deluxe Display Box. Upon receipt, the customers credit card will be credited. 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 Services
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