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:10/15/2022
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 order from Bradford exchange in the amount of $30.27 a coin of ***************************** in June. Since that one time order they keep billing my Amex card monthly. When I complained they said it was a subscription to which I never joined. They said return the items and they will refund. I only received one item. Since I was traveling, I did not return the item anymore and said Ill just charge it to experience. But now 2 months later I still keep getting charged for items I did not order nor received. I was told numerous times that what ever subscription was cancelled but obviously they will continue to keep billing my card. Unfortunately I filed a dispute with my card but they said Bradford stated I made those orders, even though I did not! So far there are 4 charges that I never ordered nor received an item at $30.27 each. Pls help! This is a big company using the credit card info of people who did not authorize it, like me.
Business Response
Date: 10/18/2022
TOctober 18, 2022
Customer Relations Advocate
**********************
330 ****************,Suite 2006
*******, ** 60611
RE: *******************************;
19 ******************.
**********, ** 01106
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated October 15th, 2022, regarding ************************ complaint.
The customer is questioning the automatic billing of the series ***************************** 11 Platinum Jubilee Proof Coin Collection. The last item received was ************, Marriage to ************************* and FREE Deluxe Display Box. The customer may choose to send back that item and previously received items in that series with our prepaid return labels. Upon receipt, the customers card will be credited. Please note that the website clearly states:
Your coin collection begins with Issue One, Her Majesty's Coronation. Next to arrive will be Issue Two, Marriage to ************************* and FREE Deluxe Display Box. Soon, your coin collection will continue with Issue Three, **************************************** Jubilee, and additional ********************************* coins, each a separate issue to follow.
Price:$49.99USEach Issue
s&s? $6.99 **
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 ServicesCustomer Answer
Date: 10/20/2022
Complaint: 18227768
I am rejecting this response because:
I was already told before Oct2022 that I will not be charged that all orders not authorized by me was cancelled.
However, after 2 months they billed my card - unauthorized Aug sim!
Sincerely,
***********************************Business Response
Date: 10/25/2022
TOctober 25, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: *******************************;
19 ******************.
**********, ** 01106
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your additional notification, dated October 22, 2022,regarding ************************ complaint.
As previously mentioned, regarding the automatic billing of the two last items received, ************, Her Majestys Coronation and item ************,Marriage to ************************* and FREE Deluxe Display Box, the items had already shipped in June and July. The series has been cancelled. The customer may send back these items with our prepaid return labels and her credit card will be immediately credited. We apologize for any inconvenience this situation may have caused.
If ********************** has any other questions, she can contact ** 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: 11/04/2022
Complaint: 18227768
I am rejecting this response because:I should NOT have to waste my time and effort sending back items I did NOT order in the first place!!They are fraudulent in using my card monthly and billing me when I never ordered any of the items!!Im traveling constantly and dont have Time for them!
Sincerely,
***********************************Business Response
Date: 11/07/2022
TNovember 7, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: *******************************;
19 ******************.
**********, ** 01106
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your additional notification, dated November 4, 2022,regarding ************************ complaint.
Regarding the automatic billing of the three items in question, items ************, Platinum Jubilee, 003,Her Majestys Coronation and Marriage to ************************* and Free Display Box, the account has been settled .The credits will appear on the credit card statement within 3 to 5 business days , totaling $142.32. We apologize for any inconvenience this situation may have caused.
If ********************** has any other questions, she can contact ** 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: 11/10/2022
Complaint: 18227768
I am rejecting this response because:Their reply does not satisfy me!A month from now theyll bill my credit card again!Theyve done it 3-4 times already without my authorization.They are a fraudulent business hiding behind a brand name!
Sincerely,
***********************************Initial Complaint
Date:10/14/2022
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 ring for my mother from he Bradford exchange. The total came to $164.06. The ring was never delivered. When I try to track it there was a label made but the item never shipped. I have contacted the customer service via email and gotten 0 help. The company will not send the ordered item or refund the money. I have 100% proof of purchase *** proof that it was never sent out.Business Response
Date: 10/18/2022
TOctober 18, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: ***********************
13238 ***************.
********, ** 45171
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated October 14, 2022, regarding **************** complaint.
Concerning item ************, My Family, My Heart Personalized Ring, the customers credit card was credited the full amount of $164.06 on October 14th.The credit will appear on the customers credit card within 3 to 5 business days. We apologize for any inconvenience this may have caused.
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:10/13/2022
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.
Two years ago I ordered some oil from bradford exchange. I did not like the order and asked if I could cancel my subscription and any further deliveries. They told me that my subscription was canceled, however they continued to send the oils and charged me subsequently. I made many calls only to be lied to regarding the canceling of my subscription. I refused to pay for the items that they continued to send despite me consistently asking them to not do so. They had the nerve to send my debt to a collection agency, which I paid, in hopes that they finally stop harassing me with letters asking for final installment. Don't you know, that even after I paid their so-called final installment of $65.25 on 6/22/22, via a collection agency (called University Fidelity. Lp), they sent me two more letters asking me for "final installment" of a balance I already paid for, $65.25. I am sick and tired of this fraudulent company harassing me. They won't leave me alone!! I have already paid them for items I asked them not to send so I wish they will cut ties with me and move on. Someone should *** this company and put them out of business because they not only severely harass ex-customers (victims), they steal their moneyBusiness Response
Date: 10/20/2022
October 20, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: ************************************
Case # ********
Account # *********
Dear **********************:
We are in receipt of your notification, dated October 14,2022, regarding Ms.
***************** complaint.
Thank you for bringing this matter to our attention. ************************** placed an online order for the ******* of Life Essential Oils Collection. She contacted our *************************** to cancel the collection.We apologize for our error and delay in canceling the collection. As our records state that the client asked for a prepaid return label to return the paid Patchouli shipment, we have processed the return and will mail a refund check. Please allow 2-3 weeks to receive the check. We also settled the balance on the last shipment Vetiver Blend & Onycha Blend and no money is due.
We are sorry for the inconvenience this has caused,and if *************************** has any further questions, she can contact us directly;our toll-free number is ************; our hours are Monday through Friday, 7:00 a.m. to 6:00 p.m. (CT).
Sincerely,
***************************
Client ServicesInitial Complaint
Date:10/12/2022
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 an item. When it was received I realized it was part of a subscription service that was too expensive. I called to cancel the subscription and obtain a return label. I was put on hold and was told the subscription was canceled, I would be refunded my payment and they would send me a return label by mail and email in 10 days. It's been almost 3 weeks with no return label. I logged into my account and saw the subscription hasn't been canceled and another payment that wasn't authorized had been charged to my account. I tried calling and was told they are closed for the day even though their website showed they are supposed to be open. I want the return label, all of my money refunded and the subscription canceled.Business Response
Date: 10/19/2022
October 19, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: *********************
Case # ********
Account # *********
Dear **********************:
We are in receipt of your notification, dated October 12, 2022, regarding Ms. ********************************** you for bringing this matter to our attention. **************** placed a phone order for the Nightmare Before Christmas Black Light Village Collection. She contacted our *************************** on October 14, 2022, to cancel the collection and obtain a prepaid return label by email. There should also be a prepaid return label included with the shipment of Jacks House. The refund will be issued to her credit card once the return has been received.
Should **************** have any further questions, she can contact us directly; our toll-free number is ************; our hours are Monday through Friday, 7:00 a.m. to 6:00 p.m.(CT).
Sincerely,
***************************
Client ServicesInitial Complaint
Date:10/12/2022
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.
Purchased a one time purchase from this company in June. With no explanation was charged additional monthly charge to my credit card. After disputing I called my bank and cancelled my card. Then I received what they sent me. So I called their customer service and they gave me a return label. Sent it back and they continue to send me invoices saying it will be charged to collections. I never signed anything and only authorized a one time purchase. They are not acknowledging that they received the item I sent back (which as a reminder I had never agreed to purchase in the first place).Business Response
Date: 10/18/2022
October 18, 2022
Customer Relations Advocate
**********************
330 ****************,Suite 2006
*******, ** 60611
RE: ********************;
650 S. Elm St.
****************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated October 12th, 2022, regarding ************** complaint.
Concerning the item ***************** Batman CoPack ,we have settled the account and cancelled the series. We apologize for any inconvenience this may have caused to the customer.
If ************ 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: 10/19/2022
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:10/12/2022
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 ordered a single item in 2019. Bradford Exchange then began sending other items, claiming that I had subscribed to a series. I did not. I have contacted them three times and each time Im told theyve cancelled the series. Yet they keep sending. Then I have to drive to the post office to return an item I never ordered.Their sales practices are deceptive and they need to stop sending me merchandise and invoices that I didnt order. If they continue deceptive practices, they should be charged with fraud.Business Response
Date: 10/13/2022
October 13, 2022
Customer Relations Advocate
**********************
330 ****************,Suite 2006
*******, ** 60611
RE: *************************;
680 **********.
******, ** 75036
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated October 12th, 2022, regarding Ms. ******** complaint.
The customer is questioning the automatic billing of the series Sparkle of The Season Table Centerpiece collection. The last item received was ************, ****** ******* Lantern. The customer may choose to return the item and previously items received in the series. We are sending prepaid return labels. The series has been cancelled. Any items returned will be credited upon receipt. We apologize for any inconvenience this situation may have caused the customer.
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 ServicesCustomer Answer
Date: 10/14/2022
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:10/11/2022
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 commemorative silver eagle dollar from the bradford exchange , there was an introductory offer to get the first one for 20$ and the future ones billed at 120$ . I purchased my first one on 3/9/22 , I received that one . The card I originally used was cancelled due to it being stolen . I never received any more coins after the first one I believed due to my payment method being declined . I was in the hospital for medical issues and was recently released . I came home and my wife informed me that the bradford exchange put me in collections for ****** ?? I never received any communication from them saying there was any problem with my payment method or my subscription . How can I get sent to collections for items I have not received ? I paid for the first one so what do I owe ? Now I have a collection on my credit that is bogus and completely unacceptable ! I want this removed !!Business Response
Date: 10/17/2022
TOctober 17, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: *************************;
618 **************
***********, ** 94585
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated October 12, 2022, regarding Mr. *****************
Concerning item ************, 2021 $1 Silver American Eagle, the account has been settled and the series cancelled. We apologize for any inconvenience this may have caused.
If ****************** 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:10/11/2022
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 coin from the Bradford Exchange for the amount of $70.09 and charged it to my Discover credit card. The transaction posted on October 7, 2022 for the amount $70.09. Today, October 11, 2022, I was reviewing my charges from my Discover card and found the Bradford Exchange had again posted the exact same charge to my Discover Card for the same transaction on Monday, October 10, 2022. I called the Bradford Exchange and they told me they could not reverse the charge and that was a whole different department and there was nothing they could do until it posted. This isn't the first time they've over-charged me for these items. They are not willing to re-imburse me at this time. I want a refund for the extra money they charged me for this coin.Customer Answer
Date: 10/17/2022
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:10/10/2022
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 2 separate coin sets from Bradford exchange, on Sept 23rd, to be delivered on Sept 29th, on the 29th, I received 2 coins, I spent ******, I called them twice to get the run around, your order is out of stock, I told them I want a refund, to get another run around, so today I got a respond from ************ Bradford exchange tried to charge 3 more charges, to my card, so now I have filed fraud charges on them, and had my card shut down, and their sending me a new card, ****** for 2 coin's when it was supposed to be 2 full sets, do Not due business with these people, they Will take your money, and keep charging your card.Business Response
Date: 10/13/2022
TOctober 13, 2022
Customer Relations Advocate
**********************
330 ****************,Suite 2006
*******, ** 60611
RE: *************************;
29 ***********.
*********, ** 82201
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated October 11, 2022, regarding ************** complaint.
The customer is questioning the automatic billing of two separate series starting with the second in each series ************,1921 ****** Silver Dollar from The Complete ****** and Peace Silver Dollar Coin Collection and item ************, 2021 $1 Silver ******** Eaglefrom the Complete American Eagle Silver Dollar Coin Collection. Our website clearly ****** there is a charge for each item in the series plus tax, shipping and services. The series have been cancelled and prepaid return labels have been sent for the two items mentioned. We apologize for any inconvenience this situation may have caused.
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 ServicesCustomer Answer
Date: 10/14/2022
Complaint: 18195329
I am rejecting this response because: that is Not what it said, and I paid in full for the 2 set's Not ***** to be set as a payment plan! Every month, I paid ****** in full Not payment plan! I was to get All the 2 coin set's that I purchased! Not a payment plan for God knows how ever Long! I did Not agree to this, their for I am done! With ***************** exchange! Oh and by the way My card has been cancelled so you can Not make any more charges as you see fit!
Sincerely,
*************************Business Response
Date: 10/24/2022
October 24, 2022
Customer Relations Advocate
**********************
330 ****************,Suite 2006
*******, ** 60611
RE: *************************;
29 ***********.
*********, ** 82201
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated October 16, 2022, regarding ************** complaint.
The two series in question,The Complete ****** and Peace Silver Dollar Collection, $99.00 each plus tax,shipping and services and The Complete American Eagle Silver Dollar Coin Collection, $119.99 plus tax, shipping and services are the charges for each item in both series. There is no obligation to collect the entire series. The customer may purchase a single item if she chooses. Any items received the customer does not wish to keep may be returned with our prepaid return labels. We apologize for any inconvenience this situation may have caused.
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 ServicesCustomer Answer
Date: 10/24/2022
Complaint: 18195329
I am rejecting this response because: I paid ****** and got nothing for that money paid up front, and than to get the coin's you want to charge me extra 52 dollar's a month to get coin's ive already paid for as a complete set, actually 2 complete sets, which you tried to say I was on a payment plan I am Not! Than you helped yourself to my credit card! So no I am Not happy Not satisfied, for the free box, and 2 items I have, I m Not returning! Way paid in full!
Sincerely,
*************************Initial Complaint
Date:10/06/2022
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.
Bradford Exchange keeps sending collectable coins which I did not order, then sending a bill, then threatening me via a collection agency. I have requested TWICE to be removed from their mailing list, stop sending me c*** I didn't order, and stop predatory marketing practices.Business Response
Date: 10/10/2022
****** 10, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
********** Rader
3924 ************.
*******, ** 94002
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your additional notification, dated March 9, 2022, regarding ************** complaint.
**ncerning items ************, Cinderella and ************, *********** ** pack, we have settled these items. We have also contacted the collection agency to cease collection attempts for product number 17- *****- 01, order number ************ line 02, the 2nd coin shipped in *************** ******** Gold coins series. All series have been cancelled We apologize for any inconvenience this may have caused.
If ************** has any other questions, he can contact ** 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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