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:09/01/2022
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.
After a first purchase without notifying me they charge me ***** dollars from my credit card without sending any email or mail or goods. I complained to my Bank and filed a dispute. Still that dispute is there for August 4, 2022and they again send me a onother invoice on 09/01/2022 of ***** dollor with a $2 bill and one Box which i never ordered.What kind of level of harassment is this. Today I called them and they said they had canceled it. And send a return slip to me to return the good; but haven't notified any cancellation. Once you purchase a thing they start sending things without my consent and charging my card and now with invoices.
Business Response
Date: 09/06/2022
TSeptember 6, 2022
Customer Relations Advocate
**********************
330 ****************,Suite 2006
*******, ** 60611
RE: ****** Awasthi
5513 *******.Apt,2
Corona, ** 11368
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated September 2nd, ****************** ******** complaint.
The customer is questioning the automatic billing of the series The Complete **** National Parks $2 ***************** Collection The last item received was ************ Great Smoky Mountains plus Display. Per the customers request, we have issued a prepaid return label via email and regular mail. The series has been cancelled. Please note that the website clearly states:
Your collection of extremely limited **** two-dollar bills begins with Issue One,Yellowstone. Soon your collection will continue with Issue Two,Great Smokey Mountains and FREE Deluxe Display Case, followed by Issue Three, Grand Canyon and additional legal tender two-dollar bills, each a separate issue to follow.
Price:$39.99USEach 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 ServicesInitial Complaint
Date:09/01/2022
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 placed an order with The Bradford Exchange on 06/22/2022 order number ************ in the amount of $76.66 the original expected delivery date was 07/13/2022 after that date had past I reached out to their customer service after about a week I recieved a reaponse apologising for the delay and promising my item by 07/22/2022 then after that date too had past I reached out once again and after a lengthy delay was put in touch with a supervisor who once again apologized and claimed the items were made to order thus the delay and promised a new delivery date of 08/31/2022 and told me my shipping and fees would be reimbursed as way of apology for the inconveinence. Now that date too has past and I still have not recieved the item I paid for or the promised reimbursement. I do not want my money back I want my product as they are the only company that produces it however I know believe their company is selling fake merchandise and scamminv customers out of their hard earned money. I would appreciate the BBB's intervention in this matter if I can recieve the item I paid for in a timely manner as well as a partial reimbursement of the purchase price that would be preferred.Business Response
Date: 09/08/2022
TSeptember 8, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: ************************;
155 *************************.
************, ** 17960
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated September 1, 2022, regarding *********** complaint.
Concerning item ************, Dragon Diffuser and *********************** shipping is resuming around October 10th. We have credited her account for the shipping and services in the amount of $10.99. 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,
*************************Initial Complaint
Date:08/30/2022
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.
The Nightmare Before Christmas Tree product listed on their mailer insert, the website, ******* and even blogs such as "bestproducts.com" show the price as $60 with installments. What they don't tell you is each shipment (first the little house, then the tree, then the tree topper) EACH cost $60, so you are looking at $180 plus $12 shipping x3, and that is before any ornaments are sent!It is fraud and deceptive marketing to show this product as costing $60 when the product in the picture will cost hundreds over a series of monthly charges. I am appaled ****** licensing let's this happen.Business Response
Date: 09/02/2022
TSeptember 2, 2022
Customer Relations Advocate
**********************
330 ****************,Suite 2006
*******, ** 60611
RE: ******************;
6533 ************.
***********, ** 43082
Case # ********
Account # none
Dear Customer Relations Advocate:
We are in receipt of your notification, dated August 30th, 2022 regarding ************ complaint.
************ is questioning the cost of The Nightmare Before Christmas Tree on our website and other forms of advertising. We will need more information as to where the the shipments are being sent as we have no record of his account using the address he provided to the BBB. He feels the overall cost of the tree is not made clear. Please note the website clearly states:
Your fun-tastic nightmare begins with Issue **** ****'s ***** and *****. Next to arrive will be Issue Two, the 3-foot, pre-lit The Dark of the **** Holiday Tree. Soon your collection will continue with Issue Three,Cemetery Hill **** Tree Topper and FREE Purple Nightshade Tree Skirt and additional Nightmare Before Christmas sculptures, figurines and ornaments for your tree, each issue to arrive separately..
Price:$59.99USEach Issue
s&s? $11.99 **
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:08/29/2022
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.
They keep sending me the same product over n over again. I only wanted one order which I placed long ago. I emailed them to stop but it didn't work. When I put a stop on my PayPal account for them they had a collection agency come after for me for money. I paid it just to end the nightmare but today (8/29) they shipped me another one. I'm call to call an attorney and *** them for harassment.Business Response
Date: 09/06/2022
September 6, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 3120
*******, ** 60611
RE: ************************;
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated August 30, 2022, regarding Mr. **************** Our records indicate an online order placed for Illuminations of the Lord Cross collection. 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.
*************** states that he ordered over a year ago and thought his collection was canceled.He contacted our *************************** on August 31, 2022, to cancel the collection. The shipment contains a prepaid return label for him to return the shipment **** of ****s. Please mark *** on the return label. We have settled the bill to stop late notices.
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:08/29/2022
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.
Around beginning of June I saw this company advertisement from ******** and they selling coins for Queens ********************* Julibee celebration. My mom like collecting coins so I bought two coins from this website for her birthday. Between June and July I received multiple coins and a wooden box that I didnt request for. My credit card keep getting charged excessively in these two months so I report a fraud to *****, cancel my credit card and get a new one. After that I contact customer service to find out what happened and it turns out I purchased two collections instead of two coins. Therefore, I told the personnel to cancel my collections and I didnt want any further shipment. Since my mom kind of like those extra coins so I sent them 3 different checks to pay those coins out which total $155. (See the attachment) The customer service personnel said my account is clear out I didnt own their company anything. I also emphasized that I dont want any further shipment, want my billing info and account totally cancel. The personnel also double confirm with me that theres no more shipment. However, today I still receive two invoices from this company. Now Im worried they going to keep sending me more products that I didnt ordered. If I dont pay these invoices the company would advance this to collection debt company. I am submitted this to BBB for back up just in case these things will happen even thought I contact customer service three different times to reassure this issue already.Also while Im typing this just find out the item I purchased called Queens ********************* coins collection (see the attachment) but they charge me different items which are Her Majesty Coronationand marriage phill box.Business Response
Date: 09/02/2022
TSeptember 2, 2022
Customer Relations Advocate
**********************
330 ****************,Suite 2006
*******, ** 60611
RE: ****************;
1576 **********.Ap.1C
Brooklyn, ** 11230
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated August 30th, ****************** **** complaint.
The customer stated that she only bought two coins, not realizing that she signed up for two series. Our website clearly states that its a collection and may be cancelled at any time. We are issuing prepaid return labels for the additional items received. The series have been cancelled and there are currently no unpaid balances on this account. 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 ServicesInitial Complaint
Date:08/29/2022
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.
After several attempts to reconcile this matter withBradford exchange, I am filing a complaint with the Better Business Bureau. Ive been assisting my elderly mother for months trying to get a refund for unauthorized transactions to her credit card she continues to receive from the Bradford exchange. My mother made the mistake of ordering one item from Bradford exchange. She started receiving bimonthly credit card charges in amounts of $44.09 for items she did not purchase. When I was finally able to get hold of customer service, they said she needed to request a return shipping label and ship the item back for a refund. We did just that and never received a refund. My mother was forced to cancel her credit card to avoid incurring charges to her credit card which caused her great emotional distress. Please be wary to provide any credit card information to Bradford exchange. They will use your credit card information to charge you for unauthorized items, then ship them to you; and if you do not want them, they will expect you to request a return shipping label (if you get through to customer service), wait up to 10 days from the return shipping label; and then not issue a refund. I am very upset that my elderly mother had to go through this. Also, every week, I pick Bradford exchange mail solicitations despite her requesting they take her off the mailing list. Bradford exchange business model inundates their customers with solicitations, unauthorized charges and does not take responsibility for purchase returns is not close to best practice; and that they would do this to an elderly woman is shameful. I filed a negative review on August 3rd and received an email on August 9th that the BBB team from Bradford exchange would be in touch with me. I never heard from them. I sent 3 follow up emails and was on hold to talk with someone at customer service for 2 hours before I was automatically disconnected. I called back, the same thing happened after 1 hour. Please help.Business Response
Date: 09/06/2022
TeSeptember 6, 2022
Customer Relations Advocate
**********************
330 ****************,Suite 2006
*******, ** 60611
RE: *******************/***********************
2308 ***********************************.
********, ** 91803
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated August 29, 2022 regarding ************ complaint.
Concerning ************ and his mother, account *********, ***************************** ******************************************************************* is now closed. She will not receive any more shipments unless she places new orders. Although we have put in a request for the mailings to stop, they are prepared in advance and will *********** to 8 weeks to stop. We have settled the unpaid balance for the **** Embassy in Jerusalem, item ************,in the recent shipment of the 45the President of ***************** Medallioncoin collection. We apologize for any inconvenience this situation may have caused and please let ** know if ************ or his mother require additional assistance.
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:08/27/2022
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.
Transaction ID 1B024456CP445203L Invoice ID ************ Aug 1, 2022 17:07:00 PDT The Bradford Exchange charged $59.24 (UNAUTHORIZED) for items that I never ordered or even knew existed, without my knowledge or consent. I immediately called and asked for the transaction to be cancelled, but I was told that the items had already shipped out, and I would have to wait 2-3 weeks to receive the items, then start the return process of sending the item back to them, then wait another 2-3 weeks for them to receive it and initiate the refund Needless to say, Im STILL waiting for my refund. While trying to find a solution, I was researching on social media and found that this company has victimized hundreds (if not thousands) of their customers for their hard-earned dollars on many, many occasions and seems to display a pattern of scamming people over and over again as long as they have their personal information. Many customers also reporting that it happened multiple times to them, all stemming from originally purchasing (1) original item, then The Bradford Exchange stating that the item was part of a subscription, which was never clearly stated anywhere.Business Response
Date: 09/02/2022
TSeptember 2, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: *************************;
2800 ***************. Ap.137
*******, ** 91761
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated August 27, 2022, regarding ******************** complaint.
***************** has requested to be removed from our mailings, along with his email and he is also asking for his information to be purged. We are sending a privacy form for him to fill out, sign and return in order to fulfill his request. We have also settled his account and cancelled the series. 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:08/25/2022
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 ran an ad on Instagram for an item for sale for $10. NO MENTION OF A RECURRING SUBSCRIPTION ! I received the item. Several weeks later I received another item and was billed $50.27 I called and was told by Bradford Exchange to send back the second item and I would be removed from the recurring sales that I was SLAMMED into. I sent the item back. Now I am continuing to get billed the $50.27 BRADFORD EXCHANGE IS A COMPANY THAT SLAMES PEOPLE INTO AN UNWANTED SUBSCRIPTION WITHOUT DISCLOSING THIS TO THE CUSTOMER AND THEN CONTINUING TO BILL THE CUSTOMER EVEN AFTER THEY SAID THEY WOULD STOP.Business Response
Date: 09/01/2022
September 1, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 3120
*******, ** 60611
RE: **************************;
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated August 25, 2022, regarding Mr. ************* complaint. Our records indicate an online order placed for 50th Anniversary Moon Landing $2 bill collection. Our website ******:
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.
*************************** returned the second shipment Apollo 11 and reversed the payment with his banking institution.
We apologize for the inconvenience, and 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 ServicesCustomer Answer
Date: 09/06/2022
Complaint: 17767039
I am rejecting this response because: THIS COMPANY IS AN EXAMPLE OF SLAMMING ! I DID NOT ORDER ON YOUR WEBSITE, I ORDERED ON INSTAGRAM. THERE IS NO MENTION OF RECURING CHARGES AND CONTINUANCE OF PRODUCTS BEING SHIPPED.
Sincerely,
*********************************Initial Complaint
Date:08/24/2022
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 placed an order for a single commemorative coin with the Bradford Exchange (06/07/22 charge to my Paypal account). The item arrived. The following month I received a 'collectors case' with another, different coin (07/06 charge to my Paypal account) As soon as I received notification of the charge, I called the Bradford Exchange and spoke to a customer service representative. She informed me that I had been subscribed to a full series of coins. I told her that I had no interest in a series of coins. She told me that she would cancel my subscription and send me a prepaid label to return the items. The below was received by my on 08/05/22 at 1:14 am ****************************************** Hi ******,Thank you for contacting us.I'm so sorry for all the trouble with your account. I know how frustrating that must be. As requested, I have emailed you a prepaid return label that will arrive in a separate email. The email should arrive right away, but can take up to 24 hours for delivery. If you do not see it, please check your junk or spam folder. Please allow 2-4 weeks for the return to be received and processed by our Returns Department.Our records indicate the charge is the second installment for Marriage.All payments made to the item will be refunded to you.I can confirm that your series was cancelled.If you have any other questions, Im happy to help.You can also connect with us at:Like Us on ************************** Have a great day!******* at Bradford Exchange A month later (08/03/22) a received notification from Paypal of another charge to my account from the Bradford Exchange for a coin which I never received. I've contacted them multiple times via email to resolve this issue and have not received a response. In addition, I have not yet received the mailing label which I was promised on 08/02 and the charges still appear on my Paypal account without a credit against any of themBusiness Response
Date: 08/31/2022
August 31, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 3120
*******, ** 60611
RE: ************************;
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated August 24, 2022, regarding Mr. ******* complaint. Our records indicate an online order placed for ***************************** ll Platinum Jubilee Proof Coin collection. 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.
*************** wants to return the second shipment. We apologize if **************** has not received the prepaid return labels sent by email, and we have just sent a return label by postal mail. As **************** states he is returning the second shipment,we have settled the bill and the $61.11 refund will be applied to his PayPal account.Please allow 3-5 business days for the credit to appear.
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: 09/01/2022
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:08/23/2022
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 am receiving a collection bill for a product shipped in December that I did not receive or order. I have emailed them multiple times and have not received a response back from them at all. Our calendar was over in March and for some reason they started shipping product again in December I was billed for 2 shipments in December and did not receive either of them. ****** paid for one and did not pay for the other. I have contacted them about a refund for the 1st one shipped and the other one they are sending me collections for the other one. They need to remove us from collections and credit us for the other one. I did not receive either product.Business Response
Date: 08/26/2022
TeAugust 26,2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******,** 60611
RE:*****************************
3473 *********.
*********,** 44102-4613
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated August 23, 2022, regarding Ms. ******* complaint.
Concerning item ************, **************** Game Day, the 9th shipment in the Peanuts Perpetual Calendar display, we have settled the account, cancelled the series and removed it from collections. 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 Services
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