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:09/08/2022
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 address labels on or around 8/4/22. It was billed to my credit card and the product was received. This month (September) there was another charge to my credit card from Bradford Exchange. I called and was told it would be a long wait so I chose to get a call back and that never came. I sent an email asking why there were 2 charges on my credit card and never received a response. I tried calling again and was told they're closed even though their web site claims they are open at the time i called
Business Response
Date: 09/15/2022
September 15, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 3120
*******, ** 60611
RE: ***********************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated September 8, 2022, regarding Mr.******** **********
Thank you for bringing this matter to our attention. ****************** contacted our *************************** via email stating he did not want the New ********* labels, and a refund of $11.91 was applied to his credit card on September 13, 2022. The representative also provided the Bradford Exchange ************************ number ************ for further information on this program and the $14.95 monthly fee.
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:09/08/2022
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 pre-payment on a figurine for $45.56, and have never received the merchandise. I originally ordered the figurine in November 2021. They promised a refund on August 1, 2022, and now refuse to send the refund. Now, they say I owed them a partial payment from 2007. I have no recollection of ever having a legitimate outstanding balance with this company. Please help me get relief from this company.Business Response
Date: 09/16/2022
TSeptember 16, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: *********************************;
1191 ***********************.
********, ** 41042
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated September 8, 2022 regarding ****************** complaint.
Concerning item ************, PM *****************, we are issuing a refund check in the amount of $45.56. The customer should allow 10 to 14 days to receive the check. 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 are Monday through Friday, 7:00 a.m. to 6:00 p.m.
Sincerely,
*************************
Client ServicesInitial Complaint
Date:09/08/2022
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 an item on April 7th and returned the item with the shipping label provided by Bradford exchange which took me multiple emails and calls for them to send one I sent it back on May 19th for a refund. The tracking number confirms it was delivered I did not receive my refund after a month so I contacted my credit card company a month later and disputed charges and the charges were reversed. I received a letter from Bradford that since charges were reversed I would need to pay by check/money order for the item ( AGAIN IT WAS RETURNED). I called In June and was told that this should fall out of their billing system by August. I received another letter on 9/8/22 requesting payment.Business Response
Date: 09/14/2022
September 14, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 3120
*******, ** 60611
RE: *************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated September 8, 2022, regarding Mr. ******** complaint.
Thank you for bringing this matter to our attention. On April 5, 2022, ****************** placed an online $261.97 credit card order for the Snow White ****** clock. He returned the clock, stating it was defective and on May 25, 2022, we shipped a replacement clock at no additional charge. We were notified on June 24, 2022, that ****************** disputed the charge for $261.97 with his **** provider and the payment was refunded.
The replacement order for the clock shipped on May 25, at no additional charge. We had no record of the return of the second clock, but as ****************** contacted our *************************** on September 8, to advise he returned the second clock, we processed the return and credited the refund of $261.97 back to his *****
The client made one payment of $261.97.
The client was credited/refunded for two payments of $261.97 each, leaving a balance of $261.97 still due.
$261.97 paid 4/6/22 PAYMENT
$261.97 chargeback/payment reversal 6/24/22 REFUND client please check with your **** for date credit appears on your cc account
$261.97 refund to ******/8/22 REFUND
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:09/08/2022
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 started receiving unsolicited email advertising fron this organization about six weeks. I have repeatedly unsubscribed but continue to receive the emailsBusiness Response
Date: 09/10/2022
TeSeptember 10, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: ************************;
24 *********.
*******, ** 02155
Case # ********
Account # none
Dear Customer Relations Advocate:
We are in receipt of your notification, dated September 8, 2022, regarding **************** complaint.
Concerning **************** email address ********************** , does not exist in our database, nor do we have record of having sent an email according to our email logs. If he would kindly provide a copy of an email that he has received so that we may search our records for the sender and recipients email address. We apologize for the inconvenience this situation may have caused.
If **************** 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 ServicesInitial Complaint
Date:09/07/2022
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 National park $2 bill. I did not realize that it was starting a series of purchases. That is ok. I followed the instructions and returned it in the provided envelope with a copy of the bill and my personal information. The item and my correspondence was mailed back to me. I returned the item again with a Bradford Exchange-provided mailing label. The item has not been returned to me, but my accounts has been turned over to collections. The telephone number they have provided me is not in service, the collection service couldn't even get it to work. I am not sure what else to do. Attached is a picture of the return package I mailed on July 5, 2022Business Response
Date: 09/09/2022
T
September 9, 2021
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: ****************************;
112 **********.
****, ** 47562
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated September 7, 2022, regarding Mr. ********* complaint.
Item ************,************ has been settled and the series, National Parks $2 Bill ********** cancelled. We apologize for any inconvenience this may have caused 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: 09/12/2022
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:09/05/2022
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.
Im filing a complaint as a result of SEVERE unauthorized activity from The Bradford Exchange. On 6/17/22 I agreed to pay only TWO installments of $39.01 until my total bill was paid off in total of $79.47. The Bradford Exchange then charged my account 3 more times for a total of $195.07. The Bradford Exchanged overcharged me $115.60. I have tried to contact them to no avail. I have attached the Original receipt and agreement from the Bradford exchange along with the report from my PayPal account stating how many times they charged my account and for how much overall. Thank you for taking the time to read this,***************************Business Response
Date: 09/08/2022
Te
September 8, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: **************************;
3283 *********
******, ** 98848
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated September 5, 2022, regarding Ms.******* complaint.
Concerning items ************, 3 Ft.Pre Lit Christmas Tree and 003, ****** Pink ******** and Gate we have issued and mailed prepaid return labels. Upon receipt, the customers PayPal card will be credited. We have also cancelled the series Happy Holidays From ********* Christmas Tree collection.We apologize for the inconvenience this situation may have caused.
If **************** 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 ServicesCustomer Answer
Date: 09/12/2022
Complaint: 17920208
I am rejecting this response because: I PURCHASED this item for the price they advertised. They overcharged me and Im going to get my money back for the difference between what they overcharged me and the retail price. Im NOT returning it because it was $79.47 and I paid $195.07 total. This company has completely ripped me off and I am ENTITLED to the money I was overcharged. PLEASE REFUND ME $115.60 because your company only had permission to charge me $79.47!!!! If I dont get my money back soon Im going to call the police and fill out an official report.
Sincerely,
***************************Business Response
Date: 09/20/2022
TeSeptember 20, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: **************************;
3283 *********
******, ** 98848
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated September 14, 2022, regarding Ms. ******* complaint.
Concerning items ************, 3 Ft.Pre Lit Christmas Tree and 003, ****** Pink ******** and Gate , can be returned with our prepaid return labels for a refund. We have also cancelled the series Happy Holidays From ********* Christmas Tree collection, nothing else will be shipped. Please be advised that our website clearly states:
The Happy Holidays from ********* Christmas Tree Collection puts holiday cheer in the spotlight, starting with Issue One, *********. Soon, your collection will continue with Issue Two,the 3-ft. Pre-Lit Christmas Tree and followed by Issue Three which includes the FREE ********************* tree skirt, and additional issues featuring sculptures and ***** "45s" ornaments, each issue to arrive separately.
Price:$59.99USEach Issue
s&s? $11.99 **
We apologize for the inconvenience this situation may have caused.
If **************** 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 ServicesCustomer Answer
Date: 09/20/2022
Complaint: 17920208
I am rejecting this response because:
I would like to see evidence proving that I authorized ANY MORE money to come out of my account other than $79.47. I will NOT accept anything less than a refund of $115.60. I authorized $79.47 but was charged $195.07 and I am NOT going to accept anything less than a refund of the difference, which is $115.60. I demand to see any agreement that I made stating that I would pay any more than the receipt provided.
Sincerely,
***************************Business Response
Date: 09/27/2022
TSeptember 27, 2022
Customer Relations Advocate
**********************
330 ****************,Suite 2006
*******, ** 60611
RE: **************************;
3283 *********
******, ** 98848
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated September 23, 2022, regarding Ms. ******* complaint.
Concerning the series Happy Holidays From ********* Christmas Tree collection and the previously mentioned items in question,prepaid return labels were issued and the series cancelled. Upon receipt, the account will be settled. The collection was ordered online and clearly 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
"Issue One - *********," will be followed by "Issue Two - 3-ft. Pre-lit Christmas Tree" and additional issues featuring more sculptures and ***** "45s" ornaments as they become available
We apologize for the inconvenience this situation may have caused.
If **************** 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 ServicesCustomer Answer
Date: 09/29/2022
Complaint: 17920208
I am rejecting this response because:This was not at all stated in the receipt that I have for my purchase. I was not told my card was going to be charged three additional times. My purchase was for one fee of $59.99 plus tax. THIS IS FALSE ADVERTISING!! In the picture I have attached, you can see that this is INCREDIBLY misleading. In the picture, you can see the tree, the tree skirt, ******************, ****** pink Cadillac & ornaments. The description even says that $59.99 is the price and it can be paid in TWO installments of $30.00. I have received what is in the picture (ASIDE FROM THE ORNAMENTS) and was charged $195.07. I DID NOT WANT THE ADDITIONAL ISSUES. THE PICTURE IS MISLEADING AND INFORMATION IS MISLEADING. Anyone looking at this photo thinks that what they see in the photo is what they will get for $59.99 plus tax
Sincerely,
***************************Initial Complaint
Date:09/04/2022
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 emailed the Bradford Exchange company to cancel my subscription in October of 2021. They since then keep sending me merchandise disregarding my request. I am not locked into a contract with them yet they refuse to honor my request. They have then sent me to collections and are basically forcing me to buy their merchandise. I have emailed them again on 9/4/2022 asking to cancel my subscription.Business Response
Date: 09/08/2022
TeSeptember 8, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: *************************;
3730 **************.
*********, ** 93012
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated September 4, 2021, regarding ***************** complaint.
Concerning item ************, Hogwarts Express Combine Car, we have issued and mailed a prepaid return label. We have also cancelled the series Hogwarts Express Train collection. We apologize for the inconvenience this situation may have caused.
If ****************** 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 SerivcesInitial Complaint
Date:09/04/2022
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 had ordered the ********* ****** ********* ******** ****** *** from the Bradford Exchange for my fiancé at the time in November of 2020. I was to be sent two at a time every two months or so. They ended up sending the figures every 2-3 weeks. I received the last of the figures around March of 2021. I paid them on time no problem, even though the Jack figure was broken when I got it. Now in February of 2022, almost a year later, I got a Halloween and Christmas two-figure set in the mail. Santa came in broken as you can see in the picture. I had not ordered anything else and thought they must have been one that was out of stock and finial came in. March comes and I get a bill in the mail for the two figures. I go to their website and see nothing under any orders I have placed. Also, my account number online is not the same as the one I got on the bill in the mail, as seen in the screenshot. This seemed odd so I tried to message to find out what was up. No response until I get another bill in April. At this point, I call their number. After being on hold for over 20 minutes, I get a man and explain to him I did not order, it was broken, and want to return it to them. He tells me I would get a message on how to return the item. I get nothing and here comes May with another bill. At this point, I am upset as they are sending and charging me a bill for something I did not order. I call again and get a woman this time who said she was Britney. I explained to her the situation. I was told I would get a letter in the mail with return instructions and an address. All seemed fine until I get another late payment in June. I decided to look online for reviews if others have had similar issues and what to do. Well, I find a whole bunch of negative reviews online about Bradford Exchange. They have done this type of stuff to many others. I do not want to pay for this item I did not order and to stop being harassed. Thank you for your time.Business Response
Date: 09/08/2022
TSeptember 8, 2022
Customer Relations
Advocate
Better Business Bureau
330 N. Wabash Avenue,
Suite 2006
Chicago, IL 60611
RE: Shaun *********
8 Adam Ct.
Sicklerville, NJ 08081
Case # 17918046
Account # 685899567
Dear Better Business
Bureau:
We are in receipt of
your notification, dated September 4, 2022, regarding Mr. *********’s
complaint.
The account has been
settled on item 01-21203-008,”Nightmare
Calendar Halloween” and the series 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
800-323-5577 and our hours of operation are Monday through Friday from 7:00
a.m. to 6:00 p.m.
Sincerely,
Rosalie Greco
Client ServicesCustomer Answer
Date: 09/14/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 17918046, and find that this resolution is satisfactory to me.
Sincerely,
Shaun *********Initial Complaint
Date:09/04/2022
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 have been receiving numerous letters in my mail the past few months titled "invoice inclosed" or "past due" on the envelope to a ************************. I have never heard of this company nor purchased anything from them. There is no ************************ at my address either. I have return every letter to sender only to get another one every week. I called customer service to complain & they asked me who *********************** is to me. I told them she does not exist & I have never ordered anything from them. The lady at customer service apologized & said I will stop receiving anything from them. I have received 6 letters since then. I will continue returning every one to sender. Stop sending me mail. There is no **************************** have never purchased anything from you.Business Response
Date: 09/08/2022
September 8, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: ******************;
21 ***************.
******, ** 02026
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated September 4, 2022, regarding Mr. ******* complaint.
The customer has expressed frustration in receiving invoices for items he has not ordered. We have cancelled two items on his account, ************,Outdoor Eagle Sculpture and ************,US Air Force Mens Dress Ring. We have settled the account and cancelled the series on item ************, Pearl ******* The account has been flagged whereby no orders will be accepted. We apologize for any inconvenience this may have caused 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 ServicesInitial Complaint
Date:09/03/2022
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 necklace from Bradford Exchange and paid for it. I have recipe showing I paid it on my Citi credit card. I've sent this company and spoke to them on the phone. I can't seem to get this issue resolved. I can't believe they have turned me over to a collection agent. Please help me get this issue resolved. Thank you *******************************Business Response
Date: 09/07/2022
September 7, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 3120
*******, ** 60611
RE: *******************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated September 3, 2022, regarding ********************* complaint.
Thank you for bringing this matter to our attention. Our Family of Joy ********** Ring was purchased on January 24, 2022. The amount of $118.74 was paid by credit card and shipped on February 1, 2022. Our records indicate the client reversed the transaction (chargeback) on
April 14, 2022, with her banking institution, leaving the amount of $118.74 still due.
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: 09/09/2022
Complaint: 17916270
I am rejecting this response because:
Sincerely,
*******************************
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