ComplaintsforBradford Exchange Limited

• Initial Complaint

  01/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Nove*ber 30, 2022 I ordered, paid for and received the ***** ********* ** ******** ***** Coin. The a*ount of $82.47 was paid by *e using *y ****. This was the end of the transaction and I did not want any other ite* fro* Bradford Exchange, nor did I sign up for anything or *ark any other info on the for* when purchasing the coin. End of story, until on January 13, 2023, I receive a large box at the Post Office in Ridgetown and it ca*e fro* Bradford Exchange. I i**ediately told the Post Office to hold the unopened parcel and I would run ho*e and call the* to see what this was all about. I ca*e ho*e and called Bradford Exchange and the person on the phone said that they thought I had signed up for a *onthly purchase. I told the* no, and that I was going back up to the Post Office and telling the* to *ark the parcel as "Return to Sender" and send it back to Bradford Exchange in London on that very sa*e day, January 13, 2023. I returned to the Ridgetown Post Office and infor*ed the e*ployees to return the unopened parcel to the Bradford Exchange and they agreed to do so. I spoke on the phone again with the Bradford Exchange and a *ale e*ployee told *e that *y so-called subscription was now cancelled and it was just a *atter of waiting for the parcel to arrive back to the Bradford Exchange and then they would refund *y *oney to *y ****. It is now Wednesday, February 01, 2023 and after several phone calls regarding *y refund, I still have not received it. The last e*ployee that I spoke to on Friday, January 27 told *e it takes two to four weeks to get *y *oney back. * ** * ******* ****** ****** *** ** ** ********* ********** *** * **** **** ****** * **** **** ****** ******* ** ** ** ** *** **** **** * ******* **** *** ******* *** ** ** **** ** ** ** ******* ** ****** *** **** ** ****** ***** *** **** **** *** ****** *** **** ** *** * ** ******** *** ** **** ******* ** **** ** ** **** **********

  

  Business response

  10/02/2023

  ******** *** ****        ******** ********* ******** ****** ******** ****** *** ******* *** **** ******* ** *** *** *** ******** ******
  
  Case # ********
  Account # ********
  
  
  Dear Custo*er Relations Advocate:
  
  We are in receipt of your notification dated February 1, 2023, regarding *s. ******** co*plaint.
  
  We are sorry for the *isunderstanding with *s. ******** order for the ***** ********* ******** coin collection. She contacted our Custo*er Service depart*ent to cancel the collection as she only wanted the first ship*ent and stated that she returned the second ship*ent on January 13, 2023. We apologize for the delay as returns nor*ally take 3-4 weeks to process. We issued the $82.47 refund to the credit card on February 7, 2023. Please allow 3-5 business days for the credit to appear.
  
  If *s. ****** has any other questions, she can contact us directly. Our toll-free nu*ber is ************ and our hours of operation are *onday through Friday fro* 7:00 a.*. to 6:00 p.*.
  
  
  Sincerely,
  
  ******** *.
  Client Services
  
  
  

  Customer response

  13/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response *ade by the business in reference to co*plaint ID ********, and find that this resolution is satisfactory to *e.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  10/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of Transaction October 28 2022. I purchased 3 memorial coins, I am being told I owe for 2 of the 3 coins because my credit card did not go through. I called my credit card company and was told all items from the Bradford Exchange were paid on the date given and my card had never been denied. When I check my orders on the Bradford exchange everyone says paid by credit card. When I received the coins I got a letter saying I was smart to pay by credit card and the invoices were paid in full. I have sent the Bradford Exchange this information but they keep saying I owe the balance for two coins. Since my credit card has always been good, how can the Bradford Exchange say it was denied, especially when it was charged on the date in Question. I also asked not receive anymore coins but they keep being sent.

  

  Business response

  20/01/2023

  ******* *** **** ****** ******** ****** ******** ******** ******* **** ****** ****** **** ****** ** *** *** *** ******** *******                                                 * ******** ***                                                        *** *********** ** *** *** ****** **** * ******** ******* * *******
  
  Dear Customer Relations Advocate:
  
  We are in receipt of your notification, dated January 3, 2023, regarding Ms. Verkuyl’s complaint.
  
  Concerning the three payments of $82.47 the customer is referencing, for a quantity of three of ************, “In Memoriam”, we only show one of the items as paid in full. Two other payments in the amount of $82.47 were applied to items ************,” Coronation” and ************,” Marriage” in October. 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,
  
  ******* *.
  Client Services
  
  

  Customer response

  20/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:   When I check on the website of the Bradford Exchange in my items purchased it does not show I owe for any coins.  When I asked my credit card company if any purchases from the Bradford Exchange was denied I am told no.  I did recently receive another coin that said I owed payment on, I sent that coin back. This was after I canceled my order for coins from them.  They have disregarded my wishes to stop the coins, have been rude to me on the phone, have shown no proof I owe for any coins.  If you check the invoice of my ********** I sent you it shows on the time in question the amount was charged.  I have repeatedly asked them to stop sending me mail. They keep sending it.  I have read reviews and it seem other people are having the same issues of being charged extra for coins.    Thank you for your help, I truly appreciate all your time.  ***** ***
  
  Sincerely,
  
  ******** *******

  

  Business response

  31/01/2023

  ******** *** **** ****** ******** ****** ******** ******** ******* **** ****** ****** **** ****** ** *** *** *** ******** *******                                                 * ******** ***                                                        *** *********** ** *** *** ****** **** * ******** ******* * *******
  
  Dear Customer Relations Advocate:
  
  We are in receipt of your additional notification, dated January 20, 2023, regarding Ms. ********* complaint.
  
  Concerning the two items ************,” Queen Elizabeth 11 Memorial Proof Coin”, the credit card was not processed, along with item ************,” WW11 ATS Service”. The outstanding amounts owed of $82.47 for each item. We are sending prepaid return labels if you choose to send the items back. The credit card provided was not processed. 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,
  
  ******* **
  Client Services
  

  Customer response

  31/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I do not understand what the Bradford Exchange means by the credit card was not processed.   When I talked to someone at the Bradford exchange about why I was getting bills to pay, they said my card was denied.  I called my credit card company and asked if my card was denied on the date in Question and it was confirmed that it was not declined and in fact that a transaction had gone through for the Bradford Exchange.  According to my credit card company I have never been declined a transaction.   

  Thank you for you time.
  
  Sincerely,
  
  ******** *******

  Customer response

  31/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   I do not understand what the Bradford Exchange means by the credit card was not processed.   When I talked to someone at the Bradford exchange about why I was getting bills to pay, they said my card was denied.  I called my credit card company and asked if my card was denied on the date in Question and it was confirmed that it was not declined and in fact that a transaction had gone through for the Bradford Exchange.  According to my credit card company I have never been declined a transaction.   

  Thank you for you time.
  
  Sincerely,
  
  ******** *******

  
  
  Sincerely,
  
  ******** *******

  

  Business response

  10/02/2023

  February 10, 2023
  
  Better Business Bureau
  Bradford Exchange Limited
  1940 Oxford Street East
  London ON N5L 4L8
  
  
  RE: Mary-Ann Verkuyl                                                
  8 Patricia Dr.                                                       
  St. Catherines, ON L2M 4P3 Canada
  
  Case # ********
  Account # 6258170
  
  Dear Customer Relations Advocate:
  
  We are in receipt of your additional notification, dated January 20, 2023, regarding Ms. ********* complaint.
  
  Concerning the two items ************,” In Memoriam”, along with item ************,” WW11 ATS Service” from the “Queen Elizabeth 11 Memorial Proof Coin Collection “, the customer’s credit card failed in our systems. We are utilizing her credit card on  file to attempt credit card authorization once more and will know if the charges were approved within the next few days. 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,
  
  Rosalie G.
  Client Services
  

  Customer response

  15/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I have talked to CIBC to see if my credit card was denied when the Bradford exchange tried to put through the purchase of the coins.  At no time was it denied and as proof I have already sent in a copy of my credit card showing payment in the exact amount of the coins.  According to CIBC policy I have to wait to see if the transaction goes through before I can launch a complaint with them.  

  i also so not agree to be sending the coins back,  I have paid for my coins. If I send them back I am out the coins and my money.

  I have sent back the last coin, issued.  It is stuck at the post office.  I sent it in January, not sure what is happening there as I used the returned shipping label from Bradford exchange.

  
  Sincerely,
  
  ******** *******

• Initial Complaint

  04/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Made a puchase November 22 2022, for 3 items , and i did recieve them. December 9 ,15,28,30 2022 , they charged my card a total of 266.62. I did not make these purches. There was no email sent to comferm these purches. I contacted customer service jan 4th , was hung up on multiple times, was put on hold for hours at a time with no resolution.

  

  Business response

  24/01/2023

  ******* *** ****          ******** ********* ******** ****** ******** ****** *** ******* *** **** ******* ** *** *** *** ******* ******
  
  **** * ******** ******* * ********
  
  
  Dear Customer Relations Advocate:
  
  We are in receipt of your notification dated January 13, 2023, regarding Ms. ******** complaint.
  
  Thank you for bringing this matter to our attention. Our records indicate Ms. ****** placed an online credit card order for ******** Christmas at the Castle Snowglobe Collection and Jingle Bell Fun Ornament Collection on November 21, 2022. 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
  On January 4, 2023, Ms. Holden called to cancel both collections, however, the following items (3 from each collection) had already shipped.
  **** ****         **** *                                        *******             ********** ******     ************   ***** *** ****       **      *****         ****** ****** ********* ******     ************   ***** *******       **      ***** ******     ************   ****** *******       **      ***** ******     ************   *********               **      *****        ****** ****** **** ******** ******     ************   ******                    **      ***** ******     ************  **********             **      *****
  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

  03/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The order was placed and received on Dec 4/2022 and it is now Dec 27/2022…. 23 days later after it said on your website that I would receive my order by Christmas!! This was supposed to be a Christmas gift for my wife and figured 23 days would be more than enough time to receive the gift by Christmas!!(21 days later). If s inexcusable that now I will be waiting another 5-9 days after shipment(which was the 21st) which begs the question, Why did it take 17 days from time of order to shipment? So after is said and done it will be close to. A month for delivery!! Unacceptable!!!This will be the 1st and last time I ever order anything from your so called business..

  

  Business response

  11/01/2023

  ******* *** **** ****** ******** ****** ******* ******* ******* *** ******* ******* ******* ** *** *** *** ******* ******                                                   ** **** ******* *** ****                                                         ********** ** *** *** ****** **** * ******** ******* * ******** **** ******** ********* ********* ** *** ** ******* ** **** ************* ***** ******* ** ***** ********* *** ******** **********
  
  Concerning item 01-15788-001,” Forever & Always Personalized Diamond Pendant Necklace”, a replacement order is being generated, as the customer reports that he did not receive the original order. The order had been shipped out by Canada Post under Tracking Number ****************, delivered on 12/30/2022.  The customer should allow 3 to 4 weeks for the replacement to ship.  We apologize for the inconvenience this situation may have caused. 
  
  If Mr. Caruso has any other questions, he can contact us directly. Our toll-free number is 800-323-5577 and our hours are Monday through Friday from 7:00 a.m. to 6:00 p.m.
  
  
  Sincerely,
  
  Rosalie Greco
  Client Services
  
  

  Customer response

  12/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  It was supposed to be a Christmas gift and according to website would be delivered before Christmas when I put order in on Dec 4 2022.  I received it after Christmas.

  would not have ordered the item if it wasn’t going to be received by Christmas!!
  
  Sincerely,
  
  ******* ******

  

  Business response

  23/01/2023

  ******** *** **** ****** ******** ****** ******* ******* ******* *** ******* ******* ******* ** *** *** *** ******* ******                                                   ** **** ******* *** ****                                                         ********** ** *** *** ****** **** * ******** ******* * ******** **** ******** ********* *********
  
  We are in receipt of your additional notification, dated January 12, 2023, regarding Mr. ******** complaint.
  
  Concerning item 01-15788-001,” Forever & Always Personalized Diamond Pendant Necklace”, a replacement was generated and submitted. The customer should allow 10 days to two weeks for the necklace to be delivered.  We apologize for the inconvenience this situation may have caused. 
  
  If Mr. Caruso has any other questions, he can contact us directly. Our toll-free number is 800-323-5577 and our hours are Monday through Friday from 7:00 a.m. to 6:00 p.m.
  
  
  Sincerely,
  ******* *****
  Client Services

  Customer response

  24/01/2023

  
  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

  08/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi there, In March I received a notification from my credit watchers saying that I had a new collection in my credit Bureau, I logged in and got the phone number of the company and contacted them personally and they told me to contact Bradford Exchange as I owe them money! I contacted Bradford Exchange spoke with a lady and they realized they made a mistake and even refund me the same money I’m on collections for and I thought all this got resolved. But today applying for a loan this comes up again and it’s effecting my credit for the past 8 months, I called again Bradford Exchange today Dec 7 and they again told me I don’t owe them anything and I requested them to contact the collection company and they informed me they don’t do that I need to do it, so I did! And the collection company KDC will not take my word for and not remove the collections from my file. Please HELP ME.

  

  Business response

  16/12/2022

  ******** *** ****       ******* ******* ******* ****** ******** ****** *** ******* ** **** ******* ** *** *** *** ****** ********* **** * ******** ******* * ********                                        
  
  
  Dear Customer Relations Advocate:
  
  We are in receipt of your notification dated December 8, 2022, regarding Ms. *********** complaint.
  
  Thank you for bringing this matter to our attention.  Our records indicate Ms. ********* reported the return of The Holy Family and our company notified the collection agency again on December 8, 2022, to cease collections.
  
  We apologize for the inconvenience and If Ms. ********* 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,
  
  Virginia M.
  Client Services

  Customer response

  19/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  You need to contact your collection agency to remove my name from the credit Bureau as it’s showing collections on **********

  Please contact them ASAP as they are not taking my word for it!
  Sincerely,
  
  ****** *********

• Initial Complaint

  30/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am waiting for a refund from this company who took my money with no problems. They also give horrendous customer service and reply back to emails between 11pm-1am which is bizarre! The customer service reps don’t read my entire emails and give the most generic responses and don’t actually answer my inquiries with details. I’m tired of trying to deal with them. I just want to know the status of a final order I made back in October that I still haven’t gotten and a refund for an item that I didn’t want.

  

  Business response

  08/12/2022

  ** ******** ** ****        ******** ********* ******** ****** ******** ****** ******** ***** *** ****** ****** *** *** ******* ****** ** *** *** **** * ******** ******* * ********
  
  
  Dear Customer Relations Advocate:
  
  We are in receipt of your notification dated November 30, 2022, regarding Ms. Leyton’s complaint.
  
  Concerning the returned item 01-36528-002,” ******** ** ****** ****** *** **** Deluxe Display Box”, the customer was credited in the amount of $87.13 on November 28th. The credit would appear on the customer’s credit card statement within 3 to 5 business days. We apologize for any inconvenience this situation this may have caused.
  
   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,
  
  Rosalie G.
  Client Services
  
  

• Initial Complaint

  22/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi I have never complained on no company I try and make it work so I got a friend invite Bradford Exchange and I get a free gift customized for the holiday when you join so that's what I did and I picked out my gift but basically the free gift will go on your order meaning I would have to buy something so when I addressed the issue and said that's not what y'all sent me in my email it just said invite a friend and get a free gift so that's what my friend did invited me so I showed them proof of the email and they told me that there was nothing they can do I went back and forth for about an hour and then the Young lady hung up on me and I tried calling back to say I think we got disconnected the other customer service person said that she will see what she can do I was on hold for exactly 42 minute and hung up at that point and just said forget it so I went to screenshot the email and it was like they removed it but a customer service person emailed me and said she entered me in a passion sweepstake win thing were u can win 1000 dollars so I emailed back and said thanks for nothing....so about 4 or 5 days pass and I got another email from them saying get in touch with them so I'm thinking it's about the free gift but they told me that I won the sweepstake for the 1000 for they store and they will send it to me I talk to one of the supervisor and they confirmed my identity and said the money would be mailed and we take a photo to show we won so I was very excited I was thinking to myself like I can get my son that necklace he likes My son name ***** and he has autism and he loves necklaces so I couldn't wait to get it do you know that was in September 2020 my heart was broken cause covid going on nothing was open and my son that has autism never got his necklace because it was a shut down some what that hurt my heart cause my son is 7 and he was 5 at the time and I would point at the picture of the necklace I was gone get him so he never got it I felt so bad my baby is different and that just hurt me I tried to address the issue but I got cussed out and said I was trying to scam them and again I went to show the proof it was gone like the email was never there .... So I as you today to please get in touch with the and hopefully something good comes out of it cause they can't do people like that .....that's keeping there business going I just want something done cause I know they have did other people like this and I was a loyal customer..... please contact me back when this gets done Sincerely Mrs ******* ******

  

  Business response

  29/11/2022

  T                                                                                                November 29, 2022
  ******** ********* ******** ****** ******** ****** *** ** ****** ******* ***** **** ******** ** *****
  
  RE: ******* ******                                                        
  2944 N.12th St.                                           
  Milwaukee, WI 53206
  
  **** * ******** ******* * *********
  
  Dear Customer Relations Advocate:
  
  We are in receipt of your notification, dated November 22, 2022, regarding Ms. ******** complaint.
  
   The customer has expressed frustration in trying to obtain a necklace she ordered for her son. In order to expedite this request, we will need her Bradford account number, the number of the item and if there may have been a previous address. We apologize for any inconvenience caused to the customer.
  
  If Ms. ****** 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
  

• Initial Complaint

  24/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Earlier this year, I purchased a celebration coin for the occasion of Queen Elizabeth's 75th Coronation year from the Bradford exchange of London Ontario. I thought this was a one-off purchase, and I did not want anything else. The coin was received okay, but about one month later I received a second package from them for a 'Prince Philip' coin and box, with an invoice for $92.94. I wrote back to them and indicated I had not asked for this additional purchase. Since the box weighs almost 1.5 kg and is 31cm x 31 cm x 14 cm, and I did not order it, on principle I have no intention of paying for the return parcel post. I requested a pre-paid self-addressed label to send it back. I received another invoice in September, so I wrote to them a second time (copy of letter attached), again requesting a prepaid self-addressed label for either postal or courier return. I have not heard back on that request. Today, October 24th, I've received a third invoice (copy attached). They seem to ignore complaints from customers, hence my letter to the BBB. I expect the next invoice will include a threat of a collection agency, so I would like to head this off. My desired settlement is simply what I've requested all along - a prepaid self-addressed label to return the package, plus have them remove my name/address from their lists. Thank you, Geoffrey Strong 24 October 2022

  

  Business response

  02/11/2022

  TNovember 2, 2022
  
  ******** ********* ******** ******** ***** ****** ******** ******
  *** ******** ******                                                    **** ***** ******** ******** **** ** *** *** **** * ******** ******* * ******** **** ******** ********* *********
  
  We are in receipt of your notification, dated October 24th, 2022, regarding Mr. ****** ’s complaint.
  
  The customer is questioning the automatic billing of the series “***** ********* ** ******** ******* ***** **** **********.” The last item received was ************, “******** ** ****** ****** *** **** ****** ******* ***”. The customer thought this was a one-time purchase, even though our advertising clearly states that it’s an ongoing series. However, the customer may choose to send back that item in that series with our prepaid return label that is being sent in the mail. We apologize for any inconvenience this may have caused the customer.
  
  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,
  
  ******* ***** ****** ********
  
  
  

• Initial Complaint

  19/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In December 2020 I purchased the Disney's Seasons of Joy PERSONALIZED Welcome Sign Collection. The product is composed of 4 plaques (one for each season) and 1 personalized family name/welcome home plaque. Each plaque is sold at approx. $110. The plaques were to be sent to my daughter in Nova Scotia per the address contained in the enclosed documentation. It was a gift to celebrate her return from an Air Force posting of 6 -months after being away from her family and newly acquired home. In June 2021 i received a letter from Bradford Exchange apologizing for the delay with no estimated time for the delivery of all products. My daughter has now received the 4 plaques (summer, winter, spring and fall) but has yet to receive the main plaque which renders the gift obsolete. I wrote to Bradford in November 2021 (per attached) and never received a reply. I am quite frustrated given the thought of the gift has been lost and over $400 has been spend for nothing. I understand that COVID may have played a factor in this but this is becoming ridiculous. If by Xmas 2022, Bradford can't fulfill its obligation, I would like full reimbursement. Also, in the last shipment received in the spring, they did not put the certificate of authenticity. I am quite disappointment in this company.

  

  Business response

  29/09/2022

  ********* *** ****      ******** ********* ******** ****** ******** ****** ******** ***** *** ****** *******
  
  Case # 18045161
  Account # 37772901
  
  
  Dear Customer Relations Advocate:
  
  We are in receipt of your notification dated September 19, 2022, regarding Ms. ********* complaint.
  
  Thank you for bringing this matter to our attention. We apologize that Ms. ******* has not yet received the personalized welcome sign for the ******** Seasons of Joy Welcome Sign Collection. Our records indicate that we left a message to call on April 22, 2022, in order to verify the family name that should appear on the welcome sign. Please let us know if the name should be the same last name as appears on the ship-to address so that we may finish processing the order.
  
  We are very sorry for the inconvenience this has caused, and if Ms. ******* 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

  03/10/2022

  
  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. I believe Bradford Exchange may have tried calling me using a previous telephone number that was in use back in Dec 2020.  It is unfortunate that no effort was made to reach me at the new number that had been provided in my letter of November 2021 or that an attempt was not made using email.  

  In any case, I am in agreement to resolve the complaint if Bradford Exchange can provide a realistic and reasonable ETA for the customized plate.  I confirm that the plate name should read *** as I had specified when submitting the order.

  
  Sincerely,
  
  ****** ******* ************

  ********************** 

• Initial Complaint

  06/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am thoroughly fed up with Bradford Exchange. I was on the phone today with a second Supervisor, whom is to get back to me by the end of the day to discuss my file after her review. It is now 2:17 p.m. and no word. I have documented every single customer service name, dates and times for all our correspondence going back over 1.5 years. I have had several apologies for and from one supervisor who stated this should not be happening. Invoicing will be cancelled. On June 23, 2022 I was told by customer service rep that it was being removed from my credit as of end of day. I requested a confirmation letter be mailed to me. On July 04, 2022 it went through on my 'Credit Report' and is still not being removed. I have proved that it was returned and still it is on my Bradford Exchange Account. I have never avoided the situation, rather I have always addressed the status of my account and have documented thoroughly. I have thought to go to my lawyer to ask for advise and perhaps take Bradford Exchange to small claims court for undue stress and my time over these past years including my lawyer bill when they are found to be at fault. I want this matter resolved and I request assistant to resolve this matter. Thanking you in advance BSP

  Customer response

  19/07/2022

  ***Document Attached***
  I have been in touch with Bradford Exchange 3 times during the last 2 weeks. I have now been told that the reason I am owing money is because Bradford Exchange credited me the amount owing. I was asked to go to my bank and check to see if on Sept 18, Sept 21, 2020 there was a deposit by Bradford Exchange. I have tried to supply the whole month of September 2020 via fax and have tried 9x's but it is busy, so forwarding by mail. I have scanned and attached hereto to further justify my complaint.
  Thank you for your assistance,
  Beverly Short-P*****
  *** **************** *** ** ******** ************

  

  Business response

  20/07/2022

  ******** ***** **** *** **** ******* ********** ********** ****** ******** ****** ******* ******* ******* ** *** **** ******* ** *** ***
  
  RE: Beverly Short-P*****
  
  ******* * ******** *** **** * *******
  
  
  Dear *** *****:
  
  We are in receipt of your notification, dated July 6, 2022, regarding Ms. Short-P*****'s complaint.
  
  Thank you for providing further documentation. Our records indicate Ms. Short-P***** notified our Customer Service department that she returned both bracelets, however, there was an error on our part in processing the return on one of the bracelets. We extend our apologies to Ms. Short-P***** for our delay in resolving this matter. We adjusted the balance and notified Kingston Data and Credit to cease collections.
  Again, we apologize for the inconvenience this has caused. Please let us know if we may further assist and Ms. Short-P***** may contact us directly; our toll-free number is 800-323-5577; our hours are Monday through Friday, 7:00 a.m. to 6:00 p.m. (CT)
  
  Sincerely,
  Virginia Moyer
  Client Services
  

  Customer response

  22/07/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17606362, and find that this resolution is satisfactory to me.  It took two years to resolve and I was diligent throughout this process.  I would like to extend my thanks to the Better Business Bureau for the assistance in having this matter resolved.  Bradford's Exchange response of 'sorry for the inconvenience' is unacceptable to me after this period of time.  I returned one item at my own expense with tracking and recently sent the documentation they requested via Registered Mail because their fax was unavailable.  This has cost me time and money.

  Best regards
  
  Sincerely,
  
  Beverly Short-p*****

*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. ↩