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
- 857 total complaints in the last 3 years.
- 280 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: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.
I returned an item, not only have I not received a refund, I am getting bills. I returned this item on June 27 using their prepaid label :Monday, 6/27/202211:52 AM At U.S. ************** facility Accepted by U.S. ************** - Tracking ID ********************** BRONX, ** 12:52 PM At **** ************** facility Accepted by U.S. ************** - Tracking ID ********************** BRONX, ** Tuesday, 6/28/202211:54 PM At U.S. ************** facility In transit to shipper/merchant ******** ** DISTRIBUTION CENTER Wednesday, 6/29/20226:43 PM Arrived at ***** location MASPETH, ** 11:50 PM Left ***** origin facility MASPETH, ** Thursday, 6/30/20223:31 AM Arrived at ***** location KEASBEY, ** Friday, 7/1/20222:22 PM Departed ***** location KEASBEY, ** Saturday, 7/2/20222:23 AM In transit *******, ** 11:39 PM In transit *********, ** Sunday, 7/3/202211:39 AM In transit *********, ** 11:39 PM In transit ************* Monday, 7/4/202211:40 AM In transit *********, ** 11:40 PM In transit *********, ** Tuesday, 7/5/202211:41 AM In transit *********, ** 11:41 PM In transit ************* Wednesday, 7/6/20221:10 PM Arrived at ***** location ***** SMARTPOST *********, ** 6:03 PM Departed ***** location ***** SMARTPOST *********, ** Thursday, 7/7/20227:25 PM In transit ******, ** 8:21 PM Arrived at ***** location ******, ** Friday, 7/8/20227:30 AM In transit **************** 4:40 PM Arrived at ***** location **********, ** 5:09 PM Arrived at ***** location ***** SMARTPOST **********, ** Monday, 7/11/20228:21 PM Departed ***** location ***** SMARTPOST **********, ** Tuesday, 7/12/20229:00 AM Delivered ***********, **
Business Response
Date: 07/29/2022
July 29, 2022
Customer Relations Advocate
**********************
330 ****************, Suite 3120
*******, ** 60611
RE: Lauren *******************************************************************************************************************************************************************************************************************************************************************************************************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated July 24, 2022, regarding Ms.Shapiros complaint.
Thank you for bringing this matter to our attention. We processed the return of Three Brooms, the first shipment of The *********************** Christmas Village Collection on July 19, 2022. Please allow 2 weeks to receive the mailed refund check for $25.76.
We apologize for any misunderstanding and 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:07/23/2022
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.
Client Account #: ********* Order #: 2 ************ Product #: ************ The ******** Collection sent Who Ever Heard Of A Skinny Santa?... as the 4th issue in the "All Aboard the ******* Express" holiday train collection on 02/17/2022 (an unusual 6-month delay after I had received issues 1, 2 and 3 on a regular monthly basis during the summer of 2021 and well past the holiday season for displaying it).I paid $48.58 ($34.99 purchase price, $3.60 tax, $9.99 shipping and service) to The ******** Collection via personal check #**** dated 03/07/2022. The ******** Collection deposited my check in its account on 03/15/2022.The ******** Collection committed to provide me with an unconditional 365-Day Guarantee meaning a full refund of the purchase price, tax, shipping and service for any reason within one full year as well as a prepaid return label to return a defective item.This item is defective because the metal chain and hook to connect it to the other train cars are reversed. The chain should be on the front of the car, but it is on the rear of it. The hook should be on the rear of the car, but it is on the front of it. The chain is also too short compared to the chains on the other cars and does not connect properly anyway. This item is useless as part of the train collection and does not show meticulous craftsmanship advertised by The ******** Collection. The ******** Collection also falsely advertised that gold chains connect each car. All of the train cars have silver metal chains and hooks.The ******** ***************************** has not responded to my request for a prepaid return label and full refund that I submitted via its "Customer Support: Contact Us by E-mail" form at https://www.hamiltoncollection.com/service_contact-us.html on 04/29/2022 at 12:11 PM except to confirm a minute later it was received. I have waited nearly 3 months and The ******** Collection has not made any attempt to resolve this problem!Business Response
Date: 07/28/2022
July 28, 2022
Customer Relations Advocate
**********************
330 ****************,Suite 2006
*******, ** 60611
RE: ******** Whipple
316 *******.
********, ** 13031
Case # *******
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated July 24, 2022, regarding Ms. ******** complaint.
Concerning item ************, Who Ever Heard of a Skinny Santa?, a prepaid return label has been issued, so the customer may still return the item and the series has been cancelled. We apologize for any inconvenience this may have caused the customer.
If ****************** has any other questions, she can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
*************************
Client ServicesCustomer Answer
Date: 07/30/2022
Complaint: 17613403
I am rejecting this response because: Bradford Exchange, Ltd.'s response does not indicate that I will receive a full refund of $48.58 ($34.99 purchase price, $3.60 tax, $9.99 shipping and service) for the defective and very low quality (unfinished) Product #************,"Who Ever Heard Of A Skinny Santa?" nor by what method or timeframe I will receive it. The only thing it has promised to do is issue a prepaid return label which I requested along with the refund 3 months ago! I also cancelled the series 3 months ago so it's ridiculous for the Bradford Exchange, Ltd. to include that in its response. Respond to my complaint that I have not received a full refund for a defective product!
Sincerely,
*******************************Business Response
Date: 08/04/2022
T
August 4, 2022
Customer Relations Advocate
**********************
330 ****************,Suite 2006
*******, ** 60611
RE: ******** Whipple
316 *******.
********, ** 13031
Case # *******
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated August 1, 2022, regarding Ms. ******** complaint.
Concerning item ************, Who Ever Heard of a Skinny Santa?, no payment was made. We have settled the account and cancelled the series. Nothing is due. We apologize for any inconvenience this may have caused the customer.
If ****************** has any other questions, she can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
*************************
Client ServicesCustomer Answer
Date: 08/06/2022
Complaint: 17613403
I am rejecting this response because: "Concerning item ************,Who Ever Heard of a Skinny Santa?, no payment was made."
The above statement by ****** Services **** ************************** is blatantly FALSE and DEFAMATORY! It is appalling to me that ************** has the unmitigated gall to respond with that statement when I attached the following files as proof of payment with my initial complaint and 1st rejection:
001 THC issue 4 invoice front & back.jpg
003 ******** THC check 1580.jpg
In addition, My Account: Payment History at https://www.hamiltoncollection.com/mapaymentstatus.html clearly shows THE PAYMENT WAS MADE:
Item Name: Who Ever Heard Of A Skinny S*
Item Number: 909673004
Payment Date: 03/14/22
Payment Type: Check or Money Order
Amount Paid: $48.58
Please refer to the attached file named ******** Payment History_The ******** Collection.pdf which is a print-out of My Account:Payment History dated 8/5/2022 listing the payments I have made to The ******** Collection over the past 12 months. The above referenced payment is at the top of the list. Again, THE PAYMENT WAS MADE!
Since ************** has demonstrated she is incompetent and not qualified to respond appropriately to my LEGITIMATE, FACT-BASED and WELL-DOCUMENTED complaint, I demand she escalate it to a manager who IS competent and qualified to respond appropriately. The ONLY ACCEPTABLE RESPONSE is confirmation that The ******** Collection will send me a FULL REFUND in the amount of $48.58 for return of defective product ************, Who Ever Heard Of A Skinny Santa?...!
I received the postage paid Shipping Label via **** mail on 8/3/2022 that ******************* sent from The ******** Collection on 8/1/2022. I completed the required Return Information Card and inserted it with the defective product (in its original package) and they were accepted for mailing at the ********, ** *********** on 8/4/2022 as evidenced by a Certificate of Mailing. I will allow 2-4 weeks for processing and, therefore, expect to receive my $48.58 refund by 9/2/2022.
Sincerely,
*******************************Business Response
Date: 08/08/2022
T
August 8, 2022
Customer Relations Advocate
**********************
330 ****************,Suite 2006
*******, ** 60611
RE: ******** Whipple
316 *******.
********, ** 13031
Case # *******
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your additional notification, dated August 8, 2022, regarding Ms. ******** complaint.
Concerning item ************, Who Ever Heard of a Skinny Santa?, was settled and a check in the amount of $48.58 will be issued. Please allow 10 days to two weeks to receive.The next in the series, item ************, Island of the Misfits was also settled. We apologize for any inconvenience this may have caused the customer.
If ****************** has any other questions, she can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
*************************
Client ServicesCustomer Answer
Date: 08/15/2022
Complaint: 17613403
I am rejecting this response because:
1. ************************* responded. As I already made perfectly clear, I refuse to be subjected to her infuriating and defamatory responses. Again, I demand she escalate it to a manager who IS competent and qualified to respond appropriately to me (a customer in good standing for 20 years).
2.Stating ...a check in the amount of $48.58 will be issued is not acceptable nor is it settled. I will not be satisfied until I receive a response that indicates the date(s) the $48.58 refund check was issued and mailed to me. As of August 15, 2022, my online account at ************************* does not reflect any activity that a refund is even in process for (now returned)defective, unfinished and inferior quality item ************.
3.The next in the series, item ************, Island of the Misfits was also settled. Item ************ has absolutely nothing to do with this BBB complaint! Attached is the letter I sent to The ******** Collection with the return of item ************ proving it was settled in April 2022! ****************** attempt to deflect from her total ineptitude in handling this BBB complaint which is focused solely on item ************ only serves to cause additional upset and aggravation!Sincerely,
*******************************
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