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
- 853 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:05/03/2025
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 single lighter and paid through ******. I received lighter and approximately a week later got an email from ****** saying they charged my account ***** for a subscription that I had no idea I signed up for. I disputed the charge with ****** and won the dispute and ****** pulled my money back. Then they sent me a second lighter that I didnt open marked package refused and sent back to them. Now the continue to send me invoices even after speaking with them and they said they withdrew me from said subscription. They even told me I could keep the second one they sent but I wasnt taking any chances with these people and sent it back like I mentioned earlier.
Business Response
Date: 05/15/2025
May 15, 2025
Customer Relations Advocate
**********************
******************************************************************************************************************
RE: ****** ******
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated May 4, 2025, regarding Mr.Glistas complaint.
Thank you for bringing this matter to our attention. We confirm that the order for the **** Lightercollection was cancelled and the bill for the second shipment Sempre Fi was settled.
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:05/02/2025
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 working with Bradford exchange. since I placed my order and received a lighter instead of a lighter holder didnt know it was a subscription order. I have been contacting them since September 30, 2004 to "cancel the subscription" I paid for lighter and not disputing it. I have called and emailed several times to canceled since they said it was a subscription. I did not Place any more orders and do not have a second lighter which I have told them multiple times that they are asking payment for. I need this removed immediately. We are building a house and getting ready to close shortly and if I have a collection on there thats going to Ding my credit. I have added the emails.Business Response
Date: 05/14/2025
May 14, 2025
Customer Relations Advocate
**********************
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RE: ***** ****
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated May 3, 2025, regarding Ms.***** **********
Thank you for bringing this matter to our attention. We confirm that the order for the Greatest Aircraft of WWII collection was cancelled and the bill for the second shipment P-51 Mustang was settled. We notified the agency and would like to assure the customer that her credit is in good standing with our company.
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 ServicesInitial Complaint
Date:05/02/2025
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.
Product #************; invoice dated 04-24-25; requesting Total amount of $74.18/advertised as 2 pays of $37.09, which is what I pay--and then they send another invoice; I always enter "2 pays as advertised" on my bill.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 3, 2025, regarding Ms. ****** complaint.
Concerning item ************, Joy **** Banner, some of our collections allow customers the opportunity to pay installments to view the first issue in the collection.If the customer is unable to remit full payment, they may submit a partial payment and will be billed subsequently for the remaining balance. 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:05/01/2025
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 the ***** Judge figure and it arrived broken. It is clearly evident that whomever packed this broke the bat off and continued to just ship it out like that. It was impossible for the bat to break off during shipment the way it was packed. They have already charged my card and I have had to call 3 times so far to get them to replace this item. I spoke to a supervisor ***** on 4/20 and he assured me he would be immediately sending out a replacement as well as a return label. After waiting 6 days and nothing from Bradford I called again on 4/26 and was informed by Ajaniah that nothing was processed. So ***** did NOTHING!! I was told then by ******* that a replacement would be shipped out as well as a label. I called again today 5/1 and as of 5/1 it has still not been processed as per *******. ******* then said he spoke to his marketing team and it would be released either today 5/1 or tomorrow 5/2. I have yet to receive my return label either to send back the broken item. I have been ordering from Bradford since Ive been 17 years old. I am in my mid fifties and I have seen a complete decline in the quality of merchandise as well as the standard and pride of these customer service workers. Its truly sad.Business Response
Date: 05/07/2025
May 7, 2025
Customer Relations Advocate
**********************
********************************************************************************************
RE: ***** ********
****************************************************************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated May 2, 2025, regarding Ms. ********* complaint.
Concerning item ************, ***** Judge, the replacement item shipped May 2nd. Please allow 10 to 15 business days to receive. 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:04/30/2025
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 purchased a lamp from a seller of eBay who was scamming using Bradford Exchange. My information was used by a scammer who purchased items from Bradford with a fake email, difference credit card and then sent the bill to my address. I paid **** and they shut down the scammer but Bradford continues to send me bills stating I owe double what I paid on **** because the scammer called them and got their credit card reimbursed. We continue to contact them and ask for them to stop with the notices etc as we did not authorize ANY purchase from them. They are telling us that we should send the item back to eBay (which was done) and that we need to instruct **** to send it back to them. I am out money as I was never reimbursed for the $130 and Bradford continues to send invoices for $280! I have attached correspondence via email of Bradford acknowledging that this was a fraudulent case but still demanding funds even though they had access to rebill the scammers credit source.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 1, 2024, regarding Ms. ********** complaint.
Thank you for bringing this matter to our attention. We are very sorry to hear about Ms. ********** experience. The customer has reached out to **** about the **** seller misrepresenting the sale.
Our company fulfilled the order for item ************, Star Wars Yoda Desk Lampin good faith. Bradford Exchange did not place the order. Our company received the order via the internet. We did not know the activity was not legitimate and that the **** seller collected funds from Ms. ********* for merchandise that they were not going to ship themselves. The customer returned the item to ****,when in fact the item needs to be returned to the Bradford Exchange. Upon receipt, the customers account will be settled.
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: 05/13/2025
Complaint: 23267874
I am rejecting this response because:
It is being acknowledged by Bradford Exchange that an account was created by someone besides myself, not condoning any purchases on my behalf. What I purchased from **** was a used item. They have acknowledged the fraudulent account multiple times, even previously acknowledging that THEY Bradford Exchange, had access to the scammers payment method that THEY Bradford Exchange refunded as part of the scam. I have never authorized any purchases from them. No do I have this lamp in my possession, it was mentioned multiple times that it was returned to ****, as that is who the purchase was through on my end. A purchase that I PAID for already and have NOT been refunded for.I expect the bills to stop as I never purchased or agreed to purchase anything from Bradford Exchange. If this needs to be taken a step further where there needs to be legal involvement please let me know. Again, I have never authorized any purchases from them, and will not be paying any bills that were made using my name by a proven scammer. They refunded the scammer themselves. This is Bradford Exchanges Error.
******** *********Business Response
Date: 05/19/2025
May 19, 2025
Customer Relations Advocate
**********************
******************************************************************************************
RE: ******** *********
********************
********************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated May 14, 2025, regarding Ms. ********** complaint.
Concerning item ************, Jedi Master Yoda Desk Lamp, the account is being settled. Once **** receives our product,hopefully, they will forward the product to us.
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: 05/19/2025
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:04/28/2025
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.
Ordered checks a couple of years ago, a hidden membership was added and billed each month for $14.95, just enough to fly under the radar. This was caught in February, I contacted them for a refund as this was a slimy business practice and was unethical. A partial refund was sent and I was told the remainder would be sent via check, that was at the beginning of April. I have not received a check for the remainder or an update. Emails available if needed.Business Response
Date: 05/09/2025
May 9, 2025
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: ****** *****
*******************************************************************
Case # ********
Account # *********
Dear Ms. ****************** are in receipt of the additional notification, dated April 29, 2025, regarding Mr. ****** complaint.
When the customer placed his order for *********************************************, several years ago, he opted to participate in our rewards program. He stated in his complaints via email that he never signed up for a membership. $239.50 have been credited to his credit card and a refund check is in process per recent contact from the Rewards 3rd party vendor.
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, 7:00 a.m. to 6:00 p.m.
Sincerely,
******* *****
Client ServicesCustomer Answer
Date: 05/15/2025
Complaint: 23261542
I am rejecting this response because: I have reached out multiple times via phone, and was told the following- they would only be able to refund three months and the rest would be escalated. Then I was told someone ( a supervisor) would contact me, not until almost two plus weeks and multiple calls in did I receive a call back. I tried multiple times with multiple calls and emails to resolve initially. Finally I was told via email that a check had to be issued because the card they had on file was not able to be refunded, when past payments had already been refunded, which they aknowledge in the email response to the BBB. Bradford has been very difficult in resolving the issue and has made false claims, such as a response from a supervisor, unable to refund to account on file, a response within 48 hours, a check has been mailed. The trust factor for this company is little to none at all.
Sincerely,
****** *****Business Response
Date: 05/20/2025
May 20, 2025
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: ****** *****
*******************************************************************
Case # ********
Account # *********
Dear Ms. ****************** are in receipt of the additional notification, dated May 15, 2025, regarding Mr. ****** complaint.
Concerning the Rewards refund the customer has been expecting, a check for $179.40 was issued on May 13th. The customer should allow 10 to 15 mailing days to receive. We apologize for any inconvenience this may have caused.
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, 7:00 a.m. to 6:00 p.m.
Sincerely,
******* *****
Client ServicesCustomer Answer
Date: 05/20/2025
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. The check was received in May 19th, 2025.
Sincerely,
****** *****Initial Complaint
Date:04/27/2025
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 clock from the business for Christmas *** the clock Was not expecting another bill *** another bill ****** the business with no answer With extreme difficulty *** online and canceled the subscription which I never signed up for Continued to try to contact the business with no luck because I did not trust the online process Nobody ever answered the numerous times trying to call. Received a new bill for items I never ordered or received for more money then the click cost which I paid for prior to receiving the item. Again tried contacting them with no luck I feel their advertisement is misleading.Business Response
Date: 05/07/2025
May 7, 2025
Customer Relations Advocate
**********************
******************************************************************************************
RE: ******* ******
*******************************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated April 29, 2025, regarding Mr. ******* complaint.
Concerning item ************ Telling Tails and Howling With Laughter, we have issued a prepaid return label. Upon receipt, your account will be settled. The series has been cancelled. 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:04/25/2025
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 ****** ******* Christmas Village from Bradford Exchange and they charged me *****% tax on this item. Thats a high tax rate. My state only allows a 10% tax.Business Response
Date: 05/07/2025
May 7, 2025
Customer Relations Advocate
**********************
*************************************************************************************************
RE: ***** ******
***************************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated April 26, 2025, regarding Mr. ******* complaint.
The customer is questioning the amount of sales tax charged on his order. We recommend that he refer to his states website regarding the amount of Sales Tax that we are required to collect for the state.
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:04/24/2025
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 repeatedly called the Bradford exchange after I kept getting charged and sent items when my intention was to only buy one. I have been sent 4 in total at ***** a piece and I want them to refund the current charge for the Tinkerbell item and to stop sending me things and charging my account.Business Response
Date: 05/05/2025
May 5, 2025
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: ***** *******
*****************
********, ME 04634
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated April 25, 2025,regarding Ms. ******** complaint.
Concerning item ************, Do You Believe In Faith, the account has been settled and the series, ****** Tinkerbell Enchanted Moments Figurine Collection , 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 are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
******* *****
Client ServicesInitial Complaint
Date:04/22/2025
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.
Bradford Exchange keeps trying to send me a bill for product I did not order. I have called the customer service multiple times, but they have not resolved this issue. The website they are using to collect funds is not an accurate website. At this point, this is harassment. I need to report this to the authorities as well.Business Response
Date: 05/02/2025
May 2, 2025
Customer Relations Advocate
**********************
*************************************************************************************************
RE: ******* ******
************************************************************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated April 23, 2025, regarding Ms. ******* complaint.
Concerning item ************, Ravenclaw & Slytherin, the customer stated that she did not place this order on July 7, 2024. The order was placed online where it clearly stated the item was part of a series, The Journey to Hogwarts Bookend Collection. We have settled the account and cancelled the series. We apologize for any inconvenience this 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: 05/02/2025
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,
******* ******
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