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
- 855 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:08/03/2022
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.
Wont remove me from the mailing list/email.
Business Response
Date: 08/08/2022
TAugust 8, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: ******* *****
2565 ************.
*********, ** 54304
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated August 3, 2022, regarding Mr. ****** complaint.
Per the customer, a request has been made to have him removed from the mailings. Please allow 4 to 6 weeks as the mailings are prepared in advance. We apologize for any inconvenience this may have caused.
If Mr. ***** has any other questions, he can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
*************************
Client ServicesInitial Complaint
Date:08/03/2022
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.
Last year three weeks before Christmas I ordered a package (that took six weeks after Christmas). I had used the option to pay monthly, and the item was paid off. However, I just discovered that without my consent or authorization, they enrolled me in a "Rewards Program" account. and have been charging me $14.95 since August of 2021. The person at Bradford lied to me when he said the Rewards payment began December 2021. But when I reviewed my checking account, they have been taking $14.95 since August of 2021--not December. I could not possibly have ordered this as I was in a coma at the time! I called Bradford and told them to stop future payments and they agreed to refund my money. They also said they would send an email confirming this refund and cancellation. I still have not received the alleged email. I called my bank to be sure payments would not occur in the future and assistance getting my money back. I always thought Bradford was a reputable company until this incident and reading other people's complaints about them. When did they turn into such scammers? I recorded the entire conversation with them on my phone as proof.Business Response
Date: 08/09/2022
TAugust 9, 2022
Customer Relations Advocate
**********************
330 ****************,Suite 2006
*******, ** 60611
RE: ****** Grudus
432 **********************. Unit 5B
********, ** 43215-5379
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated August 3, 2022, regarding **************** complaint.
Please advise **************** that concerning the Rewards Program , he will be receiving 15 credits totaling $224.25.They will appear on his credit card within 3 to 5 business days. 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: 08/09/2022
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:08/02/2022
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.
Purchased an item that included a subscription (for two future items). Business offered a full money back refund if not satisfied. On 7/11/2022 I received the first item in the series and was not happy with the quality of the item. Business sent a return label and I informed Business to cancel future subscriptions. On 7/21/2022 I was notified by my credit card company (Payapl.com) that I was billed for the second item in the series. I called Business on 7/21/2022 and again reiterated my desire to cancel further subscriptions. Business assured me that my subscription was cancelled. On 8/2/2022 I received notification from ***** that an item from Business had shipped. Business is not cancelling my subscription as requested. I feel this is a scam.Business Response
Date: 08/05/2022
TAugust 5, 2022
Customer Relations Advocate
**********************
330 ****************,Suite 2006
*******, ** 60611
RE: ****** Suelter
2833 *************************.
******, ** 61615
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated August 2, 2022 regarding Mr. ******** complaint.
The God Bless America Personalized Sign Collection, starting with item 01-33720- 006, has been credited to the customers PayPal account in the amount of $30.30 on July 26th. The following item ************ has been cancelled, along with the series. We apologize for the inconvenience this situation may have caused.
If ****************** has any other questions, he can contact ** 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: 08/08/2022
Complaint: 17660712
I am rejecting this response because:Bradford Exchange currently has a payment authorization with my paypal account that has yet to be cancelled (attached). As soon as this transaction is cancelled, this case can be closed.
Sincerely,
***************************Initial Complaint
Date:08/02/2022
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.
Approximately last year I ordered an item from Bradford Exchange with the expectation of two payments. Since that time I started having withdrawals MONTHLY in the amount of ***** and for what I believed I was paying approximately ***** for I have NOW been charged over ******. I have contacted the company on numerous occasions only to be placed on hold for OVER 20 minutes each time and was ONLY called back after I threatened to contact BBB and was told over 2 months ago thought I would NOT be charged any more and then I noticed I have been charged twice since that conversation. It is being charged to my credit card which is paperless so I dont see the charges until I search and I did this time because I didnt use my card for the past month and I saw the increase in my balance . First I believe their practice to be deceptive as it is not posted as to how much you would be charged and now it is more of a criminal matter in that they are taking my money AFTER I was told that it WAS STOPPED AND I WOULD no longer being charged; and the third complaint is that you have a company that provides terrible customer service because on MULTIPLE occasions I tried to call customer service ONLY to be left on hold for over 20 minutes each time AND not everyone has a computer to file a complaint and have to wait on a phone being answered. Please resolve this for me as I WILL NEVER do business with this company.Business Response
Date: 08/05/2022
TAugust 5, 2022
Customer Relations Advocate
**********************
330 ****************,Suite 2006
*******, ** 60611
RE: ***** Heyne
631 *******.
*******, ** 47274
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated August 2, 2022 regarding **************** complaint.
The customer is questioning the automatic billing of the series True Meaning of Christmas Nativity Tree Collection. The last item received was ************, Shepherds Family. The customer may choose to send back that item and previously received items in that series with our prepaid return labels. Please note that the website clearly states:
Santa and movable nativity figurines and ornaments featuring the look of carved wood! Exclusively from The Bradford Exchange, *************************** your collection begins with Issue One, Santa and His Bag of Toys. Next to arrive will be Issue Two, the 3-Ft. Pre-lit Christmas Tree. Soon your collection will continue with Issue Three, Holy Family Creche and FREE Tree Skirt, and additional Nativity figurines and ornaments, each a separate issue to follow.
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:08/01/2022
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.
This company continues to send us invoices for products we have never ordered. In one case, they shipped an ornament to us and invoiced us for it. After numerous calls we were finally able to have them clear the invoice. It is unacceptable for any business to ship product out without consent (no proof was given that we ordered it) and then send past due invoices. We have asked repeatedly for this company to remove our information from their database and they still continue to send us invoices for other products we have not ordered!! We need help!Business Response
Date: 08/05/2022
TAugust 5, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
********* Lemasson
357 **********.
***********, ** 08805
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated August 1, 2022 regarding Mr. ********* complaint.
The customer has expressed frustration in receiving items that he did not order. We have cancelled all items, noted and flagged the account. 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:08/01/2022
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 Name: HAPPY HOLIDAYS FROM ********* Order #: ************ Order Date: 5/19/2022 Customer #: ********* I sent an email to the company (with screen shots of the product):I received 3 shipments. The first 2 were correct (Tree and *********), but the 3rd shipment was not what was described on the order page: "Issue Three which includes the FREE ********************* tree skirt, and additional issues featuring sculptures and ***** "45s" ornaments," Instead I received a nativity scene. I would like to send back the nativity scene and get the correct items above.The company responded:"Hi *****,Thank you for contacting us.I'm so sorry for the confusion about the shipment you received. Upon checking, we have sent you the correct item which is the ********* Nativity. Your next shipment will be the *****, Pink ********* and Gate."Which is clearly incorrect.I want to return the last item I received(as 3rd shipment) and get the correct item(s) that were supposed to be sent in the 3rd shipment.Based on other experiences/reviews on BBB for this company, it sounds like this is a standard ploy from this company to get more money.Business Response
Date: 08/05/2022
TAugust 5, 2022
Customer Relations Advocate
**********************
330 ****************,Suite 2006
*******, ** 60611
RE: ***** Blalock
150 **********.
*******, ** 98117-3044
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated August 1, 2022, regarding Mr. ******** complaint.
Please advise Mr. **** that we are sending item ************, Elvis **** and if he could please return item ************,********* Nativity or make a payment of $79.35 in order to continue 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 ServicesCustomer Answer
Date: 08/06/2022
*nbsp;
Complaint: 17652138
I am rejecting this response because:
The email they sent me was this:Hello *****,I am very sorry for the misunderstanding! We have not yet shipped the tree; we ordered this separately for you on invoice. The ornaments will be sent once the ********* Nativity, which had been shipped on 5/20/22, is paid for.Sincerely,The Bradford Exchange ************************** Service Supervisor And then I also received this email about an order I never made:Dear *****,Thank you for your order from The Bradford Exchange. We appreciate your business and hope you'll enjoy your purchase for years to come.Your order number is: ************ Your customer number is: ********* Your Order:************************* ******************************************************* Item Name Item Number Qty.Price ****** CADILLAC * **** ********** Sincerely,
*********************Business Response
Date: 08/12/2022
TAugust 12, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: ***** Blalock
150 **********.
*******, ** 98117-3044
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your additional notification, dated August 10, 2022,regarding Mr. ******** complaint.
Please advise Mr. **** that we have shipped items ************, *********,************, Pre-Lit Christmas Tree, ************, ****** Pink ************* & Tree and 14-01605- 005,********* Nativity. These items will complete his collection of Happy Holidays From ********* Christmas Tree Collection. We have applied credits to *********** and 003, therefore, he can disregard any invoices he has or will receive for these two items. We will not be shipped anymore items in this collection. 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: 08/18/2022
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:07/28/2022
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 sent me a statement Past due. They never sent me a timely statement, I paid with my credit card and they are still billing me. All of their agents are in Balise, ***** or the Carribean. I think they are double billing me and now I feel uncomfortable payng them with my credit cardBusiness Response
Date: 07/29/2022
Te July 29, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: ****** Balunas
160 ********************************,
**************, ** 34986
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated July 28,2022 regarding ****************** complaint.
According to our records, the customers PayPal account failed to accept the final installment payment of $59.37 for The Queens Legacy Sterling Silver Diamonesk Ring size 5.5. The customer will need to provide another form of payment. Concerning the safety of the customers credit card information, customer service does not have access to that private information. 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:07/28/2022
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 June 27, 2022 I order an item that was delivered broken. It was a subscription item and the initial payment was $48.67. The item was received broken. I returned the item with written instructions to cancel the subscription and refund my payment. According to ***** tracking, the item was delivered to Bradford Exchange in ******** on July 15, ****. On July 22, 2022 Bradford withdrew another payment of $47.77 payment card after the item had been returned. I called and was told the item was received and the subscription cancelled. I was also told that the refund processing payment takes 2-3 weeks. Enough time to charge my card with another payment. I am complaining because I timely returned the item with instructions to stop the subscription and to refund my money. Bradford Exchange is holding two payments due to me and refusing to timely issue refunds to me after they received the product back. This is theft!Business Response
Date: 08/03/2022
August 3, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 3120
*******, ** 60611
RE: ******* Marks
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated July 28, 2022, regarding Ms. **************************** you for bringing this matter to our attention. Our records indicate the return of the Love lantern was processed and $96.44 credited back to the credit card on July 27, 2022. We apologize for the delay.
If ************** has any other questions, she can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
***************************
Client ServicesCustomer Answer
Date: 08/04/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:07/26/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Please help me, this company I purchased a coin from 1 coin I paid 21$ for it through PayPal all was fine I got my coin. Then I see I was charged an additional 47$ for nothing. I called and complained and was told I got a subscription (I did no such thing) and was also sent nothing more than that one coin! No they are sending me bills over and over and are saying I owe 94$ I complained to them months ago to remove it and they said they would and they did not! I have emails as proof, this is a very shady company. Please help me! They are extremely shady buisness.Business Response
Date: 08/02/2022
August 2, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******, ** 60611
RE: *********************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated July 27, 2022, regarding Mr. ********** complaint.
Thank you for bringing this matter to our attention. Our records indicate ********************** placed an online PayPal order for the Complete Silver Eagle Collection. The first coin, 2022 $1 Silver American Eagle, shipped 3/21/22. The second coin, 2021 Silver Eagle, shipped 4/6/22.********************* contacted our *************************** via email, stating he only wanted the first coin and did not receive the second shipment. We adjusted our records accordingly and mailed a refund check on 7/28/22 for $47.11.
If Mr. ********* has any further questions, he 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:07/24/2022
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.
A year ago, Bradford Exchange solicited me for silver dollar coin and I paid $22.04.Without any notice they auto billed the my paypal account for $46.90 without my authorization. I contacted paypal and explained. The individual I spoke to said they have had numerous complaints with them and credited my account. I got a past due billing b4 a coin arrived. When it did, I paid the amount rather than go thru the hassle of complicating it with a return. This was a bag coin not even graded for the same amount charged elsewhere for mint state graded dollars. I told them by mail no more. I then received another coin with a past due statement of $93.80 for the two. I sent a check and said NO MORE. I got more past due statements for $93.80. This month I received a debt collection letter from another unscrupulous scam company, *********************** in ***********, **. It stated I owed $140.70. This was outlandish. I then read the rest which stated I had paid $93.80, which I had for the two grossly overvalued bag coins. It then stated I still owed $$46.90. From this I ascertained they were insinuating I had received a third coin which I have not! I have excellent credit since my college days over 50 years ago. I pay for what I purchased and did not receive this other coin. There was no notification of their "unsubstantiated assertion" that I had not paid for a third coin or they would have been told I had not received it. I'm a retired military officer, 73, w/disabled son and my word is my bond and I will not have it nor my integrity nor credit standing slandered and besmirched. Where is their proof of delivery/receipt? I will take a lie detector test for the court and they will face a suit for the harassment and pain and suffering I have been put through due to their unethical and fraudulent practices. I found hundreds of complaints on yours and other sites for both these so-called companies. I want their proof of receipt or all of this rescinded with an apology.Business Response
Date: 07/29/2022
July 29, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 2006
*******,** 60611
RE:*********************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated July 24, 2022, regarding Mr. ****** complaint.
Thank you for bringing this matter to our attention. Our records indicate ************** placed an online PayPal order for the Complete Silver Eagle Collection. The first coin, 2021 $1 Silver American Eagle was billed at a discounted price of $21.64. The second coin, 2020SE shipped 11/24/21, was billed at the regular price of $140.70. There were only 2 shipments. As ************** states he only wanted the first coin, we have settled the **** for the second shipment and ************** will receive a refund check for the amount paid of $93.80. Please allow 2-3 weeks to receive the mailed refund.We have notified the agency to cease collections.
We extend our apology for any misunderstandings, and if ************** has any further questions, he 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 ServicesCustomer Answer
Date: 07/30/2022
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 even though the information is not truly factual. I appreciate your efforts on this matter and I can now cancel my appointment with my attorney for next week.
Sincerely,
*********************
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