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: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 placed an order for Bradford exchange in 2019. I cancelled this in December of 2019. In September **************************** products again and charged my credit card. I blocked them through my credit card, returned what they had sent me but still demanded payment for the product. I paid them, just to be done with them once and for all. I moved in 2022. I did not provide them with my new address or with any of my new information, I'd had not contact with them at all. And today, they have sent me a new product in the mail. I don't know how they got my new address but I need this to stop. I'm going to contact a lawyer about this. I feel they are stalking me, sending product I don't want and I already know that even if I return this, they will still demand payment. Please make them stop. This is very distressing, I am in tears. I don't know what else to do about this.
Business Response
Date: 08/25/2022
TAugust 25, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: *************************;
35079 ***********.
********, ** 32011
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated August 23, 2022, regarding Ms.******** complaint.
Concerning item ************, Snowglobe #8, the eighth shipment in the Nightmare Before Christmas Snowglobe Train collection, we are sending a prepaid return label so that ****************** can return the item. Upon receipt of the return, the invoices for the ************ product will cease. We have canceled future shipments for this collection/series on the clients account. 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 Services
.Initial Complaint
Date:08/18/2022
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.
MY CARD WAS CHARGED ****** AND I DID NOT APPROVE ANY CHARGES I BOUGHT SOMETHING ONE TIME BEFORE BUT NEVER APPROVED ANY OTHER CHARGES SHOULD NOT BE ABLE TO JUST CHARGE PEOPLE MONEY FOR NOTHING I DID NOT BUY ANYTHING NEW OR WOULD I FROM THIS COMPANY IM CONTACTING MY BANK IN AMBusiness Response
Date: 08/24/2022
August 24, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: *************************
10309 ***********.
*********, ** 28215
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated August 19, 2022, regarding Ms. ****** complaint.
Concerning item ************, Till Death Do Us Part Personalized Sculpture, the item was ordered online on December 11, 2021.The item shipped on August 18th and was delivered August 19th. We will issue a prepaid return label if the customer is choosing not to keep the item. We apologize for any inconvenience this 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:08/18/2022
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 asked repeatedly to have my account with Bradford Exchange canceled and Bradford Exchange has either refused to do or simply ignored my request. I have done this via multiple email messages and attempted to do so via phone calls.EVERY response I have had to email either says "I checked your account and see that a **************** Representative assisted you recently " or "Ive removed you from our mail advertisement lists". I have called the published customer service number, **************, and selected option 6 (the only non-order related/non-Spanish option) multiple times. I was never connected to an agent and selected the option to have a call-back after being assured I would "not lose my place in line". I have never received a call-back, even days later.I finally selected the phone option to place an order and was immediately connected to an agent. The agent was unable or unwilling to cancel my account and was transferred to a supervisor. This person told me that they refuse to cancel accounts and purge all personally identifying information. The most she claimed she could do was remove my email address and take me off their mailing list. This is unacceptable because it does nothing whatsoever to protect my PII.Business Response
Date: 08/23/2022
TAugust 23, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: **************************;
941 *****************.
*********, 89123
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated August 18, 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 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 ServicesCustomer Answer
Date: 08/23/2022
Complaint: 17735755
I am rejecting this response because:1. I did not request to be removed from their mailing list. That misperception arose from no one at the company actually reading my request. What I DID ask for was to have the ***** email address changed because I am trying to abandon the address.
2. Only after the company informed me that this was not possible did I ask to have the account canceled and my PII purged from their system, which I was told is also something the company cannot do.
3. The company is not speaking with one mouth. I have at least two email messages that state the company has no capability to cancel an account and purge PII. However, in its response to you, they claim they are mailing me something that will allow this. This has never been communicated to me directly nor I received any such document in the mail, email or any other method of delivery/transmission.
Sincerely,
***************************Business Response
Date: 09/06/2022
TSeptember 6, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: **************************;
941 *****************.
*********, ** 89123
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your additional notification, dated August 30, 2022,regarding ****************** complaint.
We are in receipt of your notification, dated August 27, 2022, regarding the cancelling his account complaint. **************** has requested to have his information purged.We are sending a privacy form for him to fill out, sign and return in order to fulfill his request, 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 ServicesCustomer Answer
Date: 09/11/2022
Complaint: 17735755
I am rejecting this response because: I only received the privacy form within the past few days. I have just completed and returned it. I await the company's response to the form.
Sincerely,
***************************Initial Complaint
Date:08/17/2022
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 tried to email and call to resolve a issue with bradford exchange. I tried to cancel a order and they continued to try to push the item on me. Even after multiple emails and calls where I got no response from them. I stopped payment on items from them and returned items that were sent. Now they are still trying to collect for an item that was returned. They wouldn't return calls and sent it to collection. I just want to have some kind of response from them.Business Response
Date: 08/24/2022
August 24, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 3120
*******, ** 60611
RE: *********************;
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated August 18, 2022, regarding Mr. *************** Our records indicate an online order placed for Your Spirit Lives Forever in Our Hearts 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.
We have no record of calls or emails and apologize if ************** was unable to reach our company. As ************** states he has returned the second shipment,Ev-fur-lasting Love, we have settled the bill and canceled the collection. ************* has reversed the payment with his banking institution and no refund is due.
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:08/17/2022
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 cannot get this company to stop emailing me. I get at least 1 email every day. I've been trying for weeks to get them to stop. Unsubscribed first. When thar didn't work, emailed customer support and they said they had stopped it but would take a few weeks. It's been well over a month. Make it stop! I started trying to get this to stop back in June.Business Response
Date: 08/22/2022
Te
August 22, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: ***** Blankenship
4343 ***********.
******, ** 66604
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated August 18, 2022, regarding Ms. ************ complaint.
Please advise ************************** that concerning future emails, we have requested for her to be unsubscribed. 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 ServiceCustomer Answer
Date: 08/24/2022
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:08/16/2022
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.
This company has been charging my credit $14.95 a month for 5 months since I purchase checks from them. I did not sign up for any account or program. I don't even have an account with them to login to cancel anything.I just discovered these changes and have contacted my credit card company as well. They need to refund all these charges and stop any further charges.Business Response
Date: 08/19/2022
August 19, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: *********************;
1309 *************.
***********, ** 53182
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of the additional notification, dated August 17, 2022 regarding ****************** complaint.
When the customer placed their order for ********************************************* on March 16, 2022, he opted to participate in our rewards program. If he no longer wants to participate in the program he will need to call ************ to opt out of the program. We apologize for any inconvenience 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 ServicesInitial Complaint
Date:08/15/2022
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 have had an account with Bradford exchange Rewards since 7/21. In 12/21 my debit card was lost that my subscription bill came off of. When I realized my rewards program account was locked is when I realized it came off of the lost card. In April I called to update the billing for Bradford exchange Rewards and get back on. I was transferred back-and-forth twice, because exchange said rewards had to do it and rewards said exchange had to do it. I got nowhere. Eventually a supervisor at the rewards program took my billing information and said It was fixed. I was reinstated. A week later I was locked out of the rewards program again because they had tried to pull from my old card again. So I called to explain my situation for the 3rd time and give my credit card info AGAIN. I was transferred back-and-forth. I finally got a supervisor which reinstated me AGAIN and took my billing information AGAIN. A few days later for the 4th time, locked out. I cannot believe how many times I made this phone call and NOONE can fix it. Long story short, I have now had 5 supervisors reinstate my rewards acct, and have had 4 of them take my new credit card information for subscription. I have been locked out of my B-rewards 6 times total over the continuing issue. Both B-Exchange and B-Exchange rewards supervisors have taken my billing card info. On August 9 once again went through my long story with a supervisor at Bradford Exchange and he said that I would get an email confirming that everything was OK and they would pull the bill and get me back on Rewards. They collected the $***** from my card, 4 days later I was refunded the *****. An email said, could not apply it to my account for a collectible. I was not paying for one!! 12 phone calls total have been made to this company to get this straight and NOBODY can get it done correctly. WHAT ELSE DOES IT TAKE!? I need somebody above supervisors because they don'tget it. This is ridiculous! Can't give acct #, locked out, cant see it.Business Response
Date: 08/19/2022
TeAugust 19, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: ******* Crippen
297 **************
********, ** 33815
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated August 15, 2022 regarding ******************** complaint.
The customer has expressed frustration in renewing her Rewards program with a new debit card. We are advising her to contact the Bradford Exchange ************************ at ************ for further assistance.
We apologize for any inconvenience this may have caused the customer .
Sincerely,
*************************
Client ServicesInitial Complaint
Date:08/10/2022
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.
Order#************ Placed on 11/10/21 by ************************* Acc#********* Item#****** - Welcome To Halloween Town Figurine Collection.Ship date between December 27 & January 11 He ordered for my birthday (11/15) for last ******** still haven't received it.As you can see on the attachment, the order & the calls I made.3/9/22 Spoke w/Kyara, she stated it would be shipped between April 20 & May 4.7/20/22 Spoke w/********, she stated is processing to be ship & should receive it by August 8.8/10/22 Spoke w/Nisha, she hung up on me after I gave her my name.Having to wait on the phone & listen to the long message, getting hung up on, I want to know where my order is.It goes with The Nightmare Before Christmas Halloween Town Collection.There's no record of the order on my Husband's account.No order Status.I keep sending emails & don't get a response.Am I ever going to get it?I want to hear from Corporate on this issue.It has been too long & still no satisfactory answer.Business Response
Date: 08/15/2022
TAugust 15, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: ***********************
4007 ***************
********, ** 78109
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated August 10, 2022, regarding Mr. ********************************** item ************, *******************************, the estimated time of arrival is early to mid-October. **************** has been checking his spouses account for information concerning the date. 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 ServicesCustomer Answer
Date: 08/17/2022
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:08/09/2022
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.
On February 26, 2022, I ordered and paid in full $124.10 for an item not realizing it was part of an auto-ship and **** collection . On March 14, 2022, I received another item and I was billed again for $124.10. I phoned and I was told by a representative that a single item from a collection is allowed. If I don't want it to refuse it from carried but I missed the delivery. Returns are accepted 365 days for any reason. On March 24, 2022, I used their **** return label and returned the second item per their instructions and got receipt. I was told I would receive a refund credit within 2-3 weeks but no refund. Phoned again on April 28, 2022 received an email from The Bradford Exchange apologizing for the delayed refund, manually deemed the item lost in shipping and promised a full refund within another 2-3 weeks but again no refund. Phoned again on May 10, 2022, but The Bradford Exchanged now claimed I had negotiated a mailed check rather than credit to card used in the purchase. Issue was escalated and they requested my Bank info that I provided. No refund. So on June 8, 2022, I filed a bank dispute and was refunded the $124.10 for unauthorized charges. The Bradford Exchange acknowledged dispute but I still got another **** in July for $124.10 I regarded it an error since matter was now resolved. Nope! Today August 9, 2022, I received a past due July 29, 2022 **** for $124.10 from The Bradford Exchange. I now want the BBB to force The Bradford Exchange to close this matter per their policies and promises. Alert public of The Bradford Exchange and its abnormal business practices. Hold them liable for ruining one's credit and adhere to their own policies and not mislead their customers. As for me, I will never do nor encourage anyone to do business with them based upon this experience. Attached you will find the emails between myself and The Bradford Exchange and the documentation required to resolve this issue. Thank you in advance for your assistance in this matter.Business Response
Date: 08/15/2022
TAugust 15,2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******,** 60611
RE:***********************
203 *********************************.
Jackson,** 39212
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated August 9, ****************** ******* complaint.
Concerning item ************, ***** of **** the account has been settled and no payment is due for this
order. We canceled her order for the series as well. We apologize for any inconvenience this may
have caused.
If Ms.Harper 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: 08/16/2022
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.
However, I want my home address and email address removed from The Bradford Exchange's mailing lists with no further contact. Thank you!
Sincerely,
***********************Initial Complaint
Date:08/09/2022
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 have had two unauthorized debits in the amount of $100.54 each hit my account. One was on July 21st and the other was on August 8th. This totals $201.08. I did make a legitimate purchase in the amount of $21.38 at this company on July 7th. I received my product in great condition. However, no additional purchases have been made and no additional products have been received. I attempted to contact the Bradford Exchange via the "Contact Us" link on their website. It had a place where we could submit an inquiry via a web form. I have not gotten any response. The only phone number listed on the "Contact Us" page is a number to call to place an order. It states that the best way to contact them is through the web form.Business Response
Date: 08/10/2022
August 10, 2022
Customer Relations Advocate
**********************
330 ****************,Suite 2006
*******, ** 60611
******** Hamilton
126 *******************.
********, **.30736
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated August 9th, 2022 regarding Mr. ********* complaint.
The customer is questioning the automatic billing of the series 50th Anniversary Moon Landing 2$ **** Collection., for which the client had ordered two of the collections. The last item released for shipping was for two of ************, The 50th Moon Landing $2 CoPack. The customer may choose to send back that item and previously received items in that series with our prepaid return labels. Please note the website clearly states when items are part of a subscription and are individually billed including tax, shipping and services. We apologize for any inconvenience this situation 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 ServicesCustomer Answer
Date: 08/11/2022
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,
*******************************
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