ComplaintsforBradford Exchange Limited

Collectibles

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Initial Complaint
30/06/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a **************** Castle snow globe set in 2018 for a gift. You were to receive pieces every few months. I received the first few, and the base that the globes attach to and then stopped receiving products. I am still waiting on the final 3 pieces to the set. On April 22, 2019 I received a letter saying the product wasn't available yet, but I was on a priority wait list and would be shipped asap. I called and was told as soon as the product was received by the company I would be sent the remaining pieces. It has been almost 6 years since I received the first piece and while I have been told they are unavailable, the company has still as recently as this past Christmas advertised them for sale. I have contacted the company multiple times. I have been promised call backs, follow *** and a resolution many times. Most recently, I was told they would refund me the close to $400 I have spent on pieces so far as they could no fulfil the order. They make these false promises and tell me they will follow up and then I hear nothing. The refund promised last time, said they would contact me with information to ship back and then refund me. He had to request what pieces I have purchased and then would process everything further. I received a list from a general email and have yet to hear back from the person I spoke with. Every time I call I get a different person and no one seems to know anything about what I was promised before. This was a gift for my daughter who is an avid ****** fan. She doesn't even put the set out any more for the holidays as pieces are missing and it is incomplete. This has been a huge waste of time and money, and I want my pieces refunded because they cannot guarantee the entire set anymore, thus making it very pointless to have half. Please help!!
Business response
08/07/2024

July 8, 2024
Customer Relations Advocate
**********************
190 *******************. #***
******, ON N6C 4Y7

RE: *****************************

Case # ********
Account # ********

Dear Customer Relations Advocate:

We are in receipt of your notification dated June 30, 2024, regarding Ms.Johnstons complaint.

Thank you for bringing this matter to our attention. We are sorry to learn that ******************** was not able to obtain the complete set of The **************** Castle Snow Globe collection. ******************** is stating that she was promised a refund because the remaining pieces were no longer available, and we were unable to obtain more inventory. We apologize and understand her frustration in not being able to complete the *************. We are sending her a refund check for the disputed amount stated on her complaint. Please allow 2-3 weeks to receive the refund check.

If ******************** has any further 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
Initial Complaint
28/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This is in regards to an order my father placed for the ***************** ************* bracelet for my mom in early December. He gave it to her on December 11, 2023. My mom is in a nursing home That evening my father was in a serious car accident that put him on life support for which he later succumbed to his injuries. Since then the bracelet has broke and I returned it to the Bradford exchange on January 29/24 for a replacement. They received it on February 2/24 as i had the package tracked. I recently reached out to the Bradford exchange inquire about an update on the bracelet. First they told me they had not received it for which I had confirmation they had, then they told me it was not processed, I ask if a replacement was going to be sent out for which they proceeded to tell me that they were going to refund the bracelet instead. I said that is not what I would like to happen as my father is now deceased and the credit card now cancelled and I had previously let them know after his death to close the account. I requested that a replacement be sent for the broken bracelet. They then proceeded to tell me that I could re order the bracelet since my father's account was closed. I explained that I personally did not want an account with them and that all I wanted was the warranty honoured and the bracelet replaced. I was then told that they could not do that since the account was closed due to my father's death I cannot believe what I was hearing. It was a simple transaction that is now turning into a whole production. I called them and was told to send the first page of the will to prove that I was the executor of the estate for which I did . To this date I have not heard from the Bradford exchange, as to how they are going to replace the bracelet. It is in within the 120 days of the purchase. It was the last Christmas gift my father had given my mom, She wore it every day. All I want is another bracelet to replace the broken one,
Business response
06/03/2024

March 5, 2024
Customer Relations Advocate
**********************
190 *******************. #***
******, ** N6C 4Y7

RE: ***********************/ *********************

Case # ********
Account # ********

Dear Customer Relations Advocate:

We are in receipt of your notification dated February 29, 2024,regarding ************** complaint.

Thank you for bringing this matter to our attention. ************ writes regarding *********** account. We extend our condolences to ************ and her family. We request the name and address so that we may send a replacement ***************** Jade *********** bracelet. The bracelets are temporarily out of stock and are estimated to be available by the end of April. Our records indicate a refund of $166.09 was credited on February 28, 2024, to the card on file. Please let us know if this credit was not received. Please reply via this Better Business Bureau venue so that we may further assist.

We are deeply sorry for this situation and if ************ has any further 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

Customer response
06/03/2024
First I would like to thank you for the quick response.
In regards to the refund of the bracelet to my father's card, that was not received as the card was cancelled shortly after his death in December. Therefore it would be returned to the company.
All i wanted was to have the bracelet replaced, which I see that it will be.
An address to send the bracelet would be mine, as the condo is now vacant. My address is *****************************************************************************; N8A 1N9
Thank you
***********************
Customer response
07/03/2024

Better Business Bureau:

First I would like to thank you for the quick response.

In regards to the refund of the bracelet to my father's card, that was not received as the card was cancelled shortly after his death in December. Therefore it would be returned to the company.

All i wanted was to have the bracelet replaced, which I see that it will be.

An address to send the bracelet would be mine, as the condo is now vacant. My address is *****************************************************************************; N8A 1N9

Thank you

***********************
Initial Complaint
26/02/2024
Complaint Type:
Product Issues
Status:
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.
My last transaction with them was riddled with problems and I was being told that they had not received my return when I had proof from *********** with a signature showing that it was received two days after I sent it. They have finally refunded me for the purchase but now I have requested that my account be cancelled and they are telling me that they are unable to do this. I want nothing to do with this company any longer. **************** in having my account # ********* cancelled.
Business response
04/03/2024

March 4, 2024
Customer Relations Advocate
**********************
190 *******************. #***
******, ** N6C 4Y7

RE: *********************

Case # ********
Account # *******

Dear Customer Relations Advocate:

We are in receipt of your notification dated February 26, 2024,regarding Ms. ****** complaint.

Thank you for bringing this matter to our attention. ************** acknowledges she has received the refund for her return. She has been unsubscribed from emails and removed from the mailing list. As mailings are prepared in advance, please allow 6-8 weeks for the mailings to cease. We have canceled future communications and noted the account accordingly.

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

Customer response
04/03/2024

Complaint: 21348794

I am rejecting this response because:
I just checked and my account is still active. My request was to have it cancelled completely.
I don't wish to ever buy from them again. Their claim that they did not receive the return of merchandise when I have proof that they did is unacceptable.
Sincerely,

*********************
Business response
13/03/2024

March 13, 2024
Customer Relations Advocate
**********************
190 *******************. #***
******, ** N6C 4Y7

RE: *********************

Case # ********
Account # ********

Dear Customer Relations Advocate:

We are in receipt of your additional notification dated March 5, 2024,regarding Ms. ****** complaint.

We are so sorry for the trouble and can absolutely understand your frustration. We are required to maintain record of past orders on file and are not able to completely expunge your account. Rest assured, you have been unsubscribed from emails and removed from the mailing list. We have canceled future communications and noted the account accordingly. This is how we close the account on our end and ensure no unwanted communications or shipments.

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

Customer response
18/03/2024

Complaint: 21348794

I am rejecting this response because:
I have lost all faith in the company. If someone could explain the rules that they are stating where they are obliged to keep my account open forever when I have no trouble cancelling credit cards or bank accounts. I do not understand their explanation and do not wish my account to remain open. They can retain the information on my purchases without keeping my account open.

Sincerely,

*********************
Initial Complaint
23/02/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My elderly father (*********************) has ordered several thousands of dollars in merchandise that he does not want or need. The company offers a no hassle 365 day return policy. I have called them and emailed on several occasions asking that they send the return cards so the items may be sent back. They tell me that they will send them but to date I have not received them. Last week I sent another email and they requested more information (which I provided) and to date I have still not received them. I also asked that he be removed from their mailing list and they continue to send offers to him.
Business response
01/03/2024

March 1, 2024
Customer Relations Advocate
**********************
190 *******************. #***
******, ** N6C 4Y7

RE: ****** and *********************

Case # ********
Account # ********

Dear Customer Relations Advocate:

We are in receipt of your notification dated February 23, 2024, regarding Ms. ****** complaint.

Thank you for bringing this matter to our attention. ************* is contacting us on behalf of her father. We will promptly mail the prepaid return labels for the items listed by the client.
See below:

2023 $50 fine silver coin
******** $5 silver maple set
*************************** sleep sound machine
******************* truck (2) no 1458 and no 0747
I love you to the moon and back ornament
Allis Chalmers truck 0448
1950 ************* 170s Cabriolet
Mocha and White ******* pendant
Marvellous mocha jewelry collection
Wisdom of ********************************************************* please verify item
Island serenity ******* pendant and earring set

We have removed this account from our mailing list and confirm cancellation of the series. As they are printed in advance, please allow 6-8 weeks for the mailings to cease. Please let us know if we may further assist.

Please accept our apologizes for the delay and any inconvenience this may have caused. If Ms.Dimen 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
Customer response
01/03/2024

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
03/01/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Nov. 11/23 I purchased a "Free Spirit Turquoise ring" from Bradford H3****138393335343339H online. Total price ****** Cdn. The ring arrived November 23/23 and was 2 sizes larger than what was ordered. I emailed them on that date to advise them and requested a return/refund. It was returned to them using their prepaid mailing label on November 24 and I advised Bradford H3****138393335343339H of that. On November 25/23 they advised it would take up to 30 days to receive my refund. I advised them when it had been 38 days that I had not received the refund. I have today Jan. 3/24 advised them it has now been 41 days. All I receive is repeated emails indicating it "could take 30 days" to return my refund.
Business response
09/01/2024

January 9, ****
Customer Relations Advocate
**********************
1940 ******************
******, ** N5L 4L8

RE: ***************************

Case # ********
Account # ********

Dear Customer Relations Advocate:

We are in receipt of your notification dated January 3, ****, regarding ****************** complaint.

Thank you for bringing this matter to our attention. Per our records, we processed the return for the Free Spirit Turquoise Ring, and applied the full refund to ****************** credit card on January 8, ****. Please accept our apologies 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 Services

Business response
09/01/2024

January 9, ****
Customer Relations Advocate
**********************
1940 ******************
******, ** N5L 4L8

RE: ***************************

Case # ********
Account # ********

Dear Customer Relations Advocate:

We are in receipt of your notification dated January 3, ****, regarding ****************** complaint.

Thank you for bringing this matter to our attention. Per our records, we processed the return for the Free Spirit Turquoise Ring, and applied the full refund to ****************** credit card on January 8, ****. Please accept our apologies 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 Services

Customer response
10/01/2024

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
02/01/2024
Complaint Type:
Product Issues
Status:
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.
December 27 2023 Purchase amount $132.19 deducted from. my account.Contacted ********************************************* and was told the order was canceled on December 27, 2023 for non payment. Informed *******. that the money was deducted from my account on that date, and was told to take it up with my bank.
Business response
10/01/2024
January 9, ****
Customer Relations Advocate
**********************
1940 ******************
******, ** N5L 4L8

RE: ***********************

Case # ********
Account # ********

Dear Customer Relations Advocate:

We are in receipt of your notification dated January 3, ****, regarding ************** complaint.

Thank you for bringing this matter to our attention. Per our records, the order for the **** Bel Air Sculpture was cancelled on December 27, 2023. When an order is cancelled, the pending credit or debit card authorization normally drops off between 3-5 business days. We request for Mr. ********** to please confirm with his banking institution that the pending payment of $!32.19 was not billed.

We apologize for any inconvenience this may have caused, and 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 Services

Customer response
10/01/2024

Complaint: 21084255

I am rejecting this response because:

Sincerely,

***********************
Business response
16/01/2024

January 16, 2024
Customer Relations Advocate
**********************
1940 ******************
******, ** N5L 4L8

RE: ***********************

Case # ********
Account # ********

Dear Customer Relations Advocate:

We are in receipt of your additional notification dated January 10,2024, regarding ************** complaint.

Thank you for bringing this matter to our attention. Per our records, the order for the **** Bel Air Sculpture was cancelled on December 27, 2023. When an order is cancelled, the pending credit or debit card authorization normally drops off between 3-5 business days. We request for Mr. ********** to please confirm with his banking institution that the pending payment of $132.19 was not billed. Upon not seeing a response, please let us know if we may further assist.

We apologize for any inconvenience this may have caused, and 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 Services
Initial Complaint
15/11/2023
Complaint Type:
Product Issues
Status:
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.
They advertise and promise a personalized sign but send a generic one and ask for more money to ********************. See my attached order.
Business response
21/11/2023

November 21, 2023
Customer Relations Advocate
**********************
1940 Oxford Street East
London, ** N5L 4L8

RE: *********************

Case # ********
Account # ********

Dear Customer Relations Advocate:

We are in receipt of your notification dated November 15, 2023, regarding Mr. ******* complaint.

Thank you for bringing this matter to our attention. **************** contacted our company when he received the first shipment of the Maple Leafs Welcome Sign Our representative advised the second shipment will contain the personalized plaque and there is no additional charge for the personalization. Please see attachment for our website advertisement

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 Services
Customer response
21/11/2023

Complaint: 20873330

I am rejecting this response because: they are clearing misleading consumers to purchase the item with 'free personalization' and yet charge three payments, but advertise loudly as the whole package is $69.

Sincerely,

*********************
Business response
28/11/2023

November 28, 2023
Customer Relations Advocate
**********************
1940 ******************
******, ** N5L 4L8

RE: *********************

Case # ********
Account # ********

Dear Customer Relations Advocate:

We are in receipt of your additional notification dated November 22, 2023, regarding Mr. ******* complaint.

Thank you for bringing this matter to our attention. **************** contacted our company when he received the first shipment of the Maple Leafs Welcome Sign Our representative advised the second shipment will contain the personalized plaque and there is no additional charge for the personalization. Please see attachment for our website advertisement. Our website states the price of $69.99 for each issue plus shipping and services and then states the following:

It all begins with Issue One, Maple Leafs Fans Welcome. Next to arrive will be Issue Two, We Are A Leafs Family. Soon your collection will continue with Issue ********* Time ******* Cup Champs, and additional *** collectible Maple Leafs plaques,each a separate issue to follow.

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 included additional attachments with references to the price of $69.99 for each issue/shipment. 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 Services
Initial Complaint
07/07/2023
Complaint Type:
Product Issues
Status:
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.
Bradford exchange has been in receipt of a return since June 23/2023, the signator (SM) took custody of the article on such date, delivered by ****** **** tracking number #****************, I contacted Bradford several times informing them of all pertinent information and requesting that they do not do the next installment as they wee in possession of "**** ******** article #*********, their order # ************-***. A refund was requested as their policy states. In the days of computer and artificial intelligence, they have had plenty of time to sort through the materials. I now request my full refund of $84.+, they had their chance at their earliest convenience. It is to be noted that their Business Practice of sending customers returned defective materials, on occasion not even removing the returnees personal information, seems to be the normal habit, their products are now sub-par. Customer service explanations vary with every other call, either stand firm on what is given to customers or retrain staff.
Business response
17/07/2023
**** *** **** ******** ********* ******** ****** ******** ****** *** ******* *** **** ******* ** *** *** *** ****** ******* **** * ******** ******* * ******** **** ******** ********* *********

We are in receipt of your notification dated July 7, 2023, regarding Ms. ********* complaint.

Thank you for bringing this matter to our intention. We processed the return of the **** ******* figurine and the full refund request to Ms. ********* credit card on July 12, 2023. Please allow 2-3 days for the credit to appear. We apologize for the delay in processing Ms. ********* return.

If Ms. ******* has any other questions, she can contact us directly. Our toll-free number is 800-323-5577 and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.

Sincerely,

******** **
Client Services
Initial Complaint
07/06/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
i received an item from this company the bradford exchange which i already own.Their policy for returns is to call their toll free number to receive a return stick with prepaid postage also i want to cancel any future purchaces After numerous phone calls and emails that have not been answered i need someone that will help me resolve this issue
Business response
16/06/2023
**** *** **** ******** ********* ******** ****** ******** ****** *** ******* *** **** ******* ** *** ***

RE: ***** ****

Case # ********
Account # ********

Dear Customer Relations Advocate:

We are in receipt of your notification dated June 7, 2023, regarding Ms. ****’s complaint.

Ms. **** contacted our company via email regarding this matter. We would like to confirm that the Life of Christ Limoges Collection was canceled and a refund of $84.73 was issued to Ms. ****’s credit card for the last shipment (rack), on June 15, 2023. Please allow 3-5 business days for the credit to appear.

We apologize for the inconvenience and if Ms. **** has any other questions, she can contact us directly. Our toll-free number is 800-323-5577 and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.

Sincerely,

Virginia M.
Client Services
Customer response
17/06/2023

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
31/03/2023
Complaint Type:
Product Issues
Status:
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.
I ordered a what I thought was a replacement engine for a train, but then they started to sent the set for a whole new train, and charge an outrageous price. So I called and canceled, well even though I paid for the engine in one payment the other pieces were 3 instalments of $50 plus so they charged me again and I called again and that’s when I found out that each additional piece was this3 payment thing. So I asked if I hadn’t opened it if I could return it for a refund, sure they said so I did, over a month later and still no refund and now I get charged another payment, and they did receive the item back as I checked with Canada post. I thought this was a reputable business boy was I wrong is there any way to get my money back.?
Business response
04/04/2023
***** ** **** ****** ******** ****** ******** ******** ******* **** ****** ****** **** ****** ** *** *** *** ****** ***** **** ******* *** ***** ****** ** ****** ****** **** * ******** ******* * ******** **** ******** ********* *********

We are in receipt of your additional notification, dated March 31, 2023, regarding Ms. ******* complaint.

Concerning item 01-09037-002, “Victorian Christmas Coach Car”, the returned item has been received and the account credited in the amount of $151.18 on March 29th. The credit will appear on the customer’s credit card statement within 3 to 5 business days. The series have been cancelled. We apologize for the inconvenience this situation may have caused.

If the customer has any other questions, they can contact us directly. Our toll-free number is 800-323-5577 and our hours are Monday through Friday from 7:00 AM to 6:00 PM.

Sincerely,

******* ** ****** ********

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