ComplaintsforBradford Exchange Limited

• Initial Complaint

  09/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been purchasing items from Bradford Exchange now for approx. 2 years now and over that period of time I have made my purchase online and via an account they set up for me, account number *********. At first when they sent out an item I would receive a notice that the credit card on file was rejected. When I called in and gave them the same number it was not an issue. then it happened again, I called in and they told me that it must be the my bank (credit card company) that is rejecting it. I called the credit card and they informed me that there is not issue with my card and that the issue must be with Bradford as there was no attempt made to take a payment. I call Bradford back and they once again told me that the issue lies with my bank. I made the payment using the same card and there was not issue. The third time it happened, I call and after three days I spoke to a person at the head office and they informed me that they would look into it and have it corrected, so I gave them my card number on the phone again and all was good. It happened the fourth time and this time I asked to make sure that the card on file had the correct information and they confirmed that it did, so they ran the card and had not issue. We're now on the fifth time this has happened and I am not getting any resolution on this issued. they just continue to put the blame on my card company. I know the fault lies in their system and they are unwilling to update or correct their system. Now they tell me that I have an amount owing and I told them to take it from the card on file. They once again told me that the card was rejected and I called the card company and they told me that Bradford had not attempted to take a payment. I can get this resolved and I'd like to let others know that the company is unwilling to resolve issues. I really don't know why I have to call and give my card information when they have it on file. I am looking to get this resolved and I'm just not sure how I can

  

  Business response

  22/06/2022

  Business Response /* (1000, 5, 2022/05/23) */ ***************************************************************** ***************************************************************** ***************************************************************** ****************** RE: John J***** ************************************* Dear Ms. *****: We are in receipt of your notification, dated May 9, 2022, regarding Mr. J*****'s complaint. Thank you for bringing this matter to our attention. We apologize for the problem in processing Mr. J*****'s credit card payments. Please verify the complete address we should have on file as our records indicate Unit 18 was added on October 25, 2021. We have referred this to our credit card authorization department for further research and will respond within 2-3 business days. Please let us know if we may further assist and Mr. J***** may 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, Virginia M**** Client Services

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom it may concern: My wife ***************** suffers from a significant cognitive decline. I feel The Bradford exchange is continually trying to take advantage of her. She receives a steady stream of junk mail and now today a letter claiming she owes $82.47 for a purchase. I have attached this demand letter along with our bank records showing a cancelled cheque dated November 11, 2021 in the same amount deposited by the Bradford Exchange. TD bank fraud people tell me this company has made at least 8 attempts in the last 10 Days to withdraw varying amounts from Barbara's credit card. I had suspended Barbara's card so these transactions attempts were treated as fraud. I have told Bradford to stop sending mail, email or other material. ***************************************************************** *********************************************

  

  Business response

  09/05/2022

  Business Response /* (1000, 8, 2022/04/26) */ ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** **** We are in receipt of your notification, dated April 26, 2022, regarding Mr. P********** complaint. Thank you for bringing this matter to our attention. We received an order for the ******** ********** Coin Collection on July 26, 2021. The first coin, ******** ********** priced at $82.47, shipped on August 30, 2021, and was paid by check on November 30, 2021. In a collection, once the first coin/shipment is paid, the second automatically ships. Please see attachment for our website advertisement. The second shipment Building the ******** Coin and Display Box, also priced at $82.47, shipped on December 2, 2021. Our company mailed past due notices as the second shipment was unpaid. On March 31, 2022, we received correspondence stating the second shipment was not received. We settled the bill for $82.47, canceled the collection, and no payment is due. We have removed this account from our mailing list. As they are prepared in advance, please allow 6-8 weeks for the mailings to cease. Mr. P******** states there were attempts to withdraw varying amounts from his credit card. As stated above, we settled the bill of $82.47 on March 31, and no money is due. We have no record of a credit card and the sole payment of $82.47 was a check payment. It may be possible it was a different company not affiliated with the Bradford Exchange. Please let us know if we may further assist and Mr. P******** may 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 Services

• Initial Complaint

  24/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 7/30/2020 I purchased the ************************** Holiday tree as a gift to a friend. The cost of the item was $75.40. I was charged that amount on the same day as purchased ($75.40). Unknowing to my knowledge, the company continued to charge my card $37.70 MONTHLY (on 8/12/20 and 9/14/20). Thankfully, I caught this and notified my bank that this company is continuously charging my card without my authorization. In the mail, I have received a notice from a debt collector that I owe this company $75.40 even though I paid that amount on 7/30/2020. I mailed a response including the proof of payment and card statements showing I paid the "owed" amount the date of purchase. I never received a response. Instead, I continue to receive debt notice from the debt collector. In total, I've paid this company $150.80. Not only did I pay the amount that I am being accused of owing, I've also paid this company an additional $75.40 when they charged my card on 8/12/20 and 9/14/20 without my authorization. I do not owe this company money.

  

  Business response

  21/04/2022

  Business Response /* (1000, 5, 2022/04/07) */ ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ********** We are in receipt of your notification, dated March 24, 2022, regarding Ms. ********** complaint. Thank you for bringing this matter to our attention. Ms. ******** placed an online credit card order for the ************************** Tabletop Tree Collection. Our records indicate there were three shipments, ******* House, Dark of the Moon, and Cemetery Hill Moon Topper. The price is $75.40 for each issue/shipment. Please see attached for our website advertisement. Ms. ******** may use the prepaid shipping labels included with the second and third shipments to return these two items as they remain unpaid. We apologize for any misunderstanding and if Ms. ******** has any other questions, she may 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 Services

• Initial Complaint

  23/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Transaction date: 2/26/22. Ordered checks for 4 accounts. 2 of the orders had routing and account numbers that didn't match. I called and told them that. They said they would fix it and send checks with the right numbers. The company acted like I was some kind of criminal attempting to get checks fraudulently. They never emailed me a receipt, never gave me any order numbers and never sent 1 of the orders and the second had an inverted number on the account. Yesterday, 3/11/22 I got a letter stating that I gave them the wrong numbers. I don't know why I would have done that. Then they wanted the right numbers for order number ***************. I don't know how I can do that since I don't have a single order number and I don't have an account number either, which they claim I should have. Frankly I don't want to deal with these people anymore and I want my money back for all unsent items. ***************************************************************** ***************************************************************** ***************************************************************** ************************************************************

  

  Business response

  21/04/2022

  Business Response /* (1000, 5, 2022/04/06) */ ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ******************** We are in receipt of your notification, dated March 23, 2022, regarding Ms. ********' complaint. Thank you for bringing this matter to our attention. Our records confirm the Bradford Exchange Check order placed on March 14, 2022, has been canceled at Ms. Reynolds' request. We apologize for any misunderstanding and if Ms. Reynolds has any other questions, she may 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 Services

• Initial Complaint

  04/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ordered the "********" Electric train set from the Bradford Exchange, **************************************************************** in first week of February; to be delivered February by end of February and I received March 3, 2022. ***************************************************************** ********* The problem that I am having is that when I called and spoke to agent on the phone, they assured me that the price in total of the train was 119.95 , the shipping was 14.99 gst was 6.75 and the total for the train was 141.69 and no other charges. I wanted to ensure that this was the entire train that I wanted shipped in one piece for that price and not sent in pieces every few months. I was assured that the train would be sent in one package and not many pieces and that the price was right. I tried to ensure that what I was reading was accurate and that I wouldn't be charged every few months for more pieces. I was assured the 141.69 was the price and the entire set would be shipped, so I went ahead and gave them my credit card with the 141.69 total paid in full. what I received was the engine and coal car and when I called to report the mistake, I was informed that it was only for the engine and coal car and that I would be charged for each piece shipped, which would be 10 times the total amt being 1,417 dollars!! (******* was the agent I spoke to ) PLEASE HELP ME!! I have called and asked them to cancel the order and that I would send the 2 pieces back. The agent ******, said ok and told me to send it back in the mail. He didn't tell me that I could request a free postage form to be sent to me, which I found in the papers that came with train. I have requested the postage free info to be sent to me. my complaint being that I would like you BBB to look into the business practices that seem to be false/deceptive advertising and business practice and personnel hired as agents of this company that were also deceptive in the info they gave me. I am sure I am not the only ones taken -in by them. I was shocked to find that the Bradford Exchange had been so deceptive with me and in their advertising

  

  Business response

  30/03/2022

  Business Response /* (1000, 5, 2022/03/18) */ ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************** Dear Ms. *****: We are in receipt of your notification, dated March 3, 2022, regarding Ms. ***** complaint. We apologize for the misunderstanding with Ms. ***** order for the O Canada! Express Train Collection. Our website states the price of $119.99 for each issue plus shipping and services and sales tax. Please see attachment with picture showing each issue. The website states: Your trip across this fascinating land begins with Issue One featuring the impressive steam locomotive and coal tender. Before long, you will receive Issue Two, a classic train car, which includes the FREE 16-piece HO-gauge track. Then your dramatic train collection continues with Issue Three, another train car, which includes your FREE power pack. Additional Canada-inspired train cars, each a separate issue, will 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. Our records indicate Ms. *** contacted our Customer Service Department on March 3, 2022. We mailed a prepaid return label and canceled the series. There also should have been a prepaid return label enclosed with the first shipment/issue. The full refund will be applied to Ms. ***** credit card once the return is received. If Ms. *** has any other questions, she may 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 Services

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for a collection of 9 items to be shipped 1 a month or so back in June of 2020 I received the first 2 items was told the third was delayed so I have waited almost 2 years to be told I will not be receiving this item as they no longer sell them. I had been promised by an employee on the phone I would get the first one in and priority shipping as I had waited so long but now the best they are offering is to refund the cost of the first 2 I was also talked into buying issue 4 and 5 being told that the 3rd item witch is the biggest part the display for the lighter collection was on its way the collection as of today is still listed on their website and it is no longer for sale. this is false advertising at least fraud at the worst. I was lied to for just under 2 years and they kept pushing me to spend more on the rest of the collection I want a refund for all 4 items I paid for or I want the 3rd item shipped to me at no charge due to the lies and almost 2 year wait.

  

  Business response

  30/03/2022

  Business Response /* (1000, 5, 2022/03/17) */ ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ************************************************** *************** We are in receipt of your notification, dated March 3, 2022, regarding Mr. ****** complaint. We sincerely apologize for the confusion with the ********** Zippo Collection. We are currently checking with our Warehouse facility and will send another update within the next 1-2 business days. We are very sorry for the inconvenience this has caused and if Mr. **** has any other questions, he may 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 Services Consumer Response /* (3000, 7, 2022/03/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have told me they would contact me before and nothing. I don't know why they are looking in warehouse I was told in no uncertain terms I would not be receiving my item even after being promised top if the list delivery Business Response /* (4000, 9, 2022/03/29) */ ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** *** We are in receipt of your additional notification, dated March 3, 2022, regarding Mr. ****** complaint. We apologize for the confusion with the Dragon Art Zippo Collection. Our Warehouse facility has received inventory and we have shipped the Dragon Zippo Lighter display to Mr. **** at no charge. Tracking shows delivered on March 24, 2022. We are sorry for the inconvenience this has caused and if Mr. **** has any other questions, he may 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 Services Consumer Response /* (2000, 11, 2022/03/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did receive the item but this did not explain the 2 year wait or being told directly I would not receive it but ill accept as it was one of my conditions to solve the issue

• Initial Complaint

  21/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  OCTOBER 20 2021 was the date ordered They will NOT pickup the return, I have attached the complaint with ****** ****, ****** **** has been UNABLE to deliver this return, which I sent in December 2 or 3rd 2021.

  

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/02/02) */ ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ************** We are in receipt of your notification, dated January 21, 2022, regarding Ms. *********** complaint. Thank you for bringing this matter to our attention. Our records show the Words of Wisdom Dog Tag Necklace as returned, and the full refund credited to Ms. *********** credit card on January 26, 2022. If Ms. ********* has any other questions, she may 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 Services Consumer Response /* (2000, 7, 2022/02/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you BBB for assisting me.

• Initial Complaint

  10/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order online with The Bradford Exchange. At the time I purchased the item it stated it was guaranteed to arrive by Christmas. I have sent an email and have tried calling several times. When I call I get told to email them. When I email I have got no response. I still have not received the item. When I go into my account with Bradford Exchange it states I have not placed any orders at all however I have received an email saying my item has been shipped. I can not track the item because my account says I have made no purchases. I ordered my item on December 6th, 2021. Order # ************ Item #********* It stated Guaranteed Delivery by Christmas Item was not even shipped till after Christmas.

  

  Business response

  14/02/2022

  Business Response /* (1000, 6, 2022/01/24) */ ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** *********** We are in receipt of your notification, dated January 10, 2022, regarding Ms. ******* complaint. Thank you for bringing this matter to our attention. Our records indicate the Perfect Pair Songbird Sculpture shipped on December 29.2021. We are sorry to learn Ms. ***** did not receive the sculpture. We are investigating the shipment and will respond again within the next two days. We are very sorry for the inconvenience this has caused and if Ms. ***** has any other questions, she may 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 Services Consumer Response /* (3000, 8, 2022/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response. I have tried to email and tried to call regarding not receiving my item but to no avail. When I access my account it says I have no purchase history at all ..not ever. There for the tracking number I was provided does not even work. The item I ordered was suppose to be guaranteed to have by Christmas. I still don't have it. I agreed to do payments however I have 2 payments of $65.51 come out of my bank account on December 7th and again on December 29th. I want a refund. Business Response /* (4000, 10, 2022/02/04) */ ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ********************************************************** Dear Ms. *****: We are in receipt of your additional notification, dated January 27, 2022, regarding Ms. ******* complaint. We apologize for our shipping error as Ms. ***** did not receive the Perfect Pair ******************. The credit card refund of $65.51 was processed on January 28, 2022. Please allow 3-5 business days for the credit to appear. We are sorry for the inconvenience this has caused and if Ms. ***** has any other questions, she may 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 Services Consumer Response /* (2000, 12, 2022/02/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order train set for xmas told a weak before xmas track is back order thus making this not a great present to give so I cancelled everything and return the prices already sent to me today I received more pieces some off witch I already received and return I've talk to three different people and still feel the problem has not been solved all they say is sorry lots off tsk very little action very poor customer service three boxes today had to fill out return slip for all this will be the last time I buy from them

  

  Business response

  02/02/2022

  Business Response /* (1000, 5, 2022/01/19) */ ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ******************************************************* *************** We are in receipt of your notification, dated January 4, 2022, regarding Ms. ********* complaint. We apologize for the confusion with Ms. ********* order. Our records indicate Ms. ******* contacted our Customer Service department on January 1, 2022, to cancel the ************** Express Collection. The following three train cars had already shipped on December 24, 2021. ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ************************* We show two Combine Cars ************ were shipped, and four Christmas Engine & Tender ************ were shipped. Please verify if we have the current correct shipping address as our records indicate we were advised three of the cars were not received. Please verify how many train cars were received and how many were returned along with the return dates so that we may further assist as it takes approximately 3-4 weeks to process holiday returns. We are very sorry for the inconvenience this has caused and if Ms. ******* has any other questions, she may 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 Services

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a coin from Bradford Exchange on behalf of my son (billed on 12 Aug 21 for $83.93) but was not aware that it was part of a subscription series. When I was billed on 30 Sep for $83.93 I contacted Bradford Exchange to cancel the series and return the second coin and wooden display box. I was billed again on 22 Oct and 15 Nov for $83.93, and BE told me all three times I called that they had no record of my account, despite being perfectly capable of billing my credit card. They finally agreed to send me a return authorization necessary to return the coins, but never sent it. They continued to bill me and send coins even after I made it clear that I didn't want them. When they finally agreed to send me the return authorizations so I could have my money refunded and the merchandise returned, I was told I would get it by 16 Dec. It never arrived, and I believe they are deliberately obfuscating the return process in order to bill my credit card. I had to call my bank and report them for fraud as well as cancel my credit card leading into Christmas, which was extremely inconvenient, but it was the only way to force them to stop sending me things and billing me for them. I haven't been able to get the charges on my card reversed and am still on the hook for them, despite not wanting the coins or the box. I received appalling customer service and I want to warn other people about the shady business practices of Bradford Exchange. I also want the charges on my card reversed and the RA forms couriered to me so I can return the items, since they refuse to fax or email the forms and have told me "they must have gotten lost" three times in a row, despite them being able to send me mountains of other product offers and selling my mailing address to other companies who are now inundating me with junkmail. I will never buy another thing from Bradford Exchange and will warn anyone I know who is considering such a purchase.

  

  Business response

  28/01/2022

  Business Response /* (1000, 5, 2022/01/17) */ ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** *** Dear **. *****: We are in receipt of your notification, dated January 3, 2022, regarding **. ******** complaint. Thank you for bringing this matter to our attention. **. ****** has contacted our Customer Service department to cancel her order for the Bluenose Centennial Coin Collection. We apologize for the misunderstanding as **. ****** states she only wanted the first coin. Our records indicate **. ****** has filed a chargeback with her credit card company for three coins at $83.93 each. These payments have already been taken back from our company; therefore, these coins are not paid. We have sent prepaid return labels to return the coins. We are sorry for the inconvenience this has caused and if **. ****** has any other questions, she may 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 Services

*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. ↩