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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/18/2025
- Complaint Type:
- Product Issues
- Status:
- Resolved
As a Vietnam veteran I observed the Bradford Exchange (BE) offering coins on various battles fought there. Over about a year I purchased 8 of the coins offered at varying times for each coin. I paid by check for each one as received and did not use a credit card which they desired. The coins filled the box they provided and I believed they were done with the offer. The company then send a new round of the coins plus another box. I did not want to receive any more so I did just as BE required by them by requesting their form by phone for return paid by them. In the call the company operator said it takes a long period (6 weeks or more) to process the return items for credit and you may still get the $49.80 bills, but disregard it. I send this latest item plus the box back via *** as they requested around approximately late September, 2024. After the 2nd additional request in November for payment on the same returned items, I sent BE a letter. In my 11/5/24 letter I explaining the items were returned and told them to not send any additional payment request for $49.80 since it and remove me from the mailing list. The payment requests from ******* ******, account Executive have continued with the last one just received and dated 2/7/25. They are trying to collect $49.80 which is not owed for the one coin and display box since they were not requested, but both were returned. They are indicating an attempt to negatively reflect on my credit.
Business response
02/28/2025
February 28, 2025
Customer Relations Advocate
**********************
******************************************************************************************************************
RE: *** ********
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated February 19, 2025, regarding Mr. ********* complaint.
We thank Mr. ******** for notifying us that he returned the ninth shipment ************ containing the display/coin and apologize for the delay in resolving this matter. We processed the return and settled the bill. We assure the customer that his bill is paid in full and his credit remains in good standing.
We apologize for any inconvenience, and if Mr. ******** has any other questions, he can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
*. *****
Client ServicesCustomer response
02/28/2025
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
02/10/2025
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On November 6, 2024 I ordered a ring from The Bradford Exchange at a price of $312.69. The delivery date was November 21, 2024 to December 6, 2024. The ring didn't arrive between those dates and I could no longer even track the order. I charged this to my Discover credit card. When I wasn't receiving the ring and could not track it any longer I contacted Discover and told them to stop payment. The ring finally came and I decided to keep it so I called Discover and told them to let the payment go through which they did. I received a letter from Discover showing me they did exactly that. I also paid my Discover bill with the charge of $312.69. After talking with several people at ********************** they wanted me to give them my credit card number so they could put it through again. I refused to do that and the people I talked to at Discover told me not to do that either cause they got paid. Here today 2/10/25 I received another bill from Bradford Exchange saying I still owe them the $312.69. I have sent them a letter along with a copy of the letter from Discover and thought it was settled until today. I am hoping you can help me with this problem. Thank you for your time and consideration.Business response
02/20/2025
February 20, 2025
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: ***** *****
********************************************************************************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated February 11, 2024, regarding Ms. ****** complaint.
Concerning the charge of $ ****** for item ************, Solid 1K 24-Diamond Together In Love Personalized Ring, the customer needs to follow up with Discover. Our company received a chargeback. 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
ll us why here...Customer response
02/21/2025
Complaint: 22923408
I am rejecting this response because:
Sincerely,
***** *****I have talked to numerous people at Discover that tell me they DID NOT receive a charge back from Bradford Exchange and the charge amount was put back on my account which I have paid Discover the charge of $312.69. Discover said someone from Bradford can call them and they can go over everything with them but no one from Bradford will do that. I have done all I can do snd I have proof that I paid this bill. I believe someone at Bradford needs to contact Discover on this matter. My calls to Bradford are fruitless because they just keep talking over me. I'm sorry but there is a mess up with Bradford and the payment was made to them by Discover and they need to do some research. From all the complaints I read abou them it is the same situation as what I am going through. Thank you for your help.
Initial Complaint
02/10/2025
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
After months of waiting for ordered checks, I contacted them. Lady said they are showing delivery. I NEVER received them. She said they would re-send. I STILL have not received my order. She asked if I paid for secure shipping. What the heck! No I did not. Take my money but cant count on them? SCAM.?? It was a I told you so moment which I find ridiculous! The only thing I can think of is they didnt put apt # ** on the label. BUT 2x????Ive been very ill for a year. Havent been able to follow-up til now. Please help me. Im a disabled senior whos really struggling with this. Many thanks!Business response
02/18/2025
February 18, 2025
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: ****** ****
**************************
******, MI 48820
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your additional notification, dated February 10, 2025,regarding Ms. ***** complaint.
Concerning item ************, She Believed She Could 2 Box Single Checks, we have processed a return on that order to settle it. The customer will receive a refund check thru the mail, in the amount of $11.54 and should allow 10 days to two weeks. 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 ServicesCustomer response
02/23/2025
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
02/06/2025
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I ordered a collectable that was priced with shipping and tax ****** and I agreed to installments they took the first payment of ***** at the time of purchasing Jan I was charged ***** for the second installment on 2/5 the company tried charging me the original amount of ****** I reached out to the company via email for a response and heard nothing please help.Business response
02/17/2025
February 17, 2025
Customer Relations Advocate
**********************
***************************************************************************************************************
RE: ******** ********
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated February 6, 2025,regarding Ms. ********* complaint.
Thank you for bringing this matter to our attention. We received an online order for the ***** ******* Jukebox Collection. As the client only wanted the first jukebox, she emailed regarding the pending charge for the next shipment, and we cancelled the second shipment and series.
We apologize for any 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,
*. *****
Client ServicesCustomer response
02/17/2025
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
02/06/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchase made on December 9, 2024 from ****. The item was shipped from Bradford Exchange as directed by the **** seller and i paid through ******. I received a letter from Bradford Exchange on 2/5/2025 saying there had been a chargeback, meaning refund, to my ***** I have verified with my Chase **** provider that there has been no chargeback from Bradford Exchange, or ****. I contacted Bradford Exchange and they said the chargeback was to a card number that does not match my **** account. After a conversation lasting 11 minutes they hung up on me.Business response
02/14/2025
February 14, 2025
Customer Relations Advocate
**********************
********************************************************************************************
RE: ***********************
*******************************************************-8747
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated February 6, 2025, regarding Mr. ******* complaint.
Concerning the item in question,************, ****** ******* Victorian Village Snowglobe, we received an order via the internet and shipped the order. We did not know that the order was not a legitimate order. Please contact your credit card company and dispute the charge with the **** seller as they accepted your money, but did not fulfill the order directly.
If Mr. ****** has any other questions, he can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
******* *.
Client ServicesInitial Complaint
02/03/2025
- Complaint Type:
- Billing Issues
- Status:
- Answered
Date of transaction, order shipped 9-17-24. Amount $81.97. I sent a ***** at a later date, which brought my payment to $81.98. The business provided "Magnificent Spirits" Aurora Borealis Illuminated Dreamcatcher. The advertisement showed the purchase price as $69.99 plus $11.99 shipping and service. The total adds to $81,98, which is the total I paid. Paid in full. I have been erroneously billed an additional $20.53 and being threatened to be sent to collections. No response to my letter and no one ever answers phone when I call. The advertisement came through a mailer (attached) showing proof of cost. This purchase has been paid in full and I would appreciate no further billing and this matter closed. Thank you.Business response
02/14/2025
February 14, 2025
Customer Relations Advocate
**********************
***************************************************************************************************************
RE:
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated February 4, 2025,regarding Ms. ****** complaint.
We are sorry to learn that Ms. ***** received late notices. She contacted our company to inform of the billing discrepancy for the Natural Wonder Dreamcatcher. Our website price was $69.99 plus $11.99 shipping and service, and the customer was billed $79.99 plus $12.99. We issued a price adjustment of $13.15, leaving a balance of $7.38 for the sales tax which we will also adjust.
We apologize for our billing error, 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 ServicesInitial Complaint
02/03/2025
- Complaint Type:
- Billing Issues
- Status:
- Answered
A charge of $90.37 from Bradford Exchange appeared on my *********** credit card for THREE BROOMS on 12/04/24. I never ordered anything from Bradford Exchange. I called *********** regarding this fraudulent charge and after investigation *********** gave me the credit for $90.37.I received a bill at my home address from Bradford Exchange for the same amount. I called them and told agent/Rep that I never ordered or received anything in the mail and he assured me after listening to me that this issue is resolved and I would not receive anymore bills but I have just received another bill for the same amount from Bradford Exchange. Even the agent told me that this fraudulent charge originated from ********** and I live in ********. Thanks.Business response
02/12/2025
February 12, 2025
Customer Relations Advocate
**********************
************************************************************************************************
RE: **** ***
***************************************************************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your additional notification, dated February 4, 2025,regarding Mr. **** complaint.
Concerning item ************, Three Broomsticks, the account has been settled and removed from our mailing list. Please allow 6-8 weeks for mailings to cease as our mailings are prepared in advance. Please disregard any invoices that you may still receive. We apologize for the inconvenience this situation may have caused.
If Mr. *** has any other questions, he can contact us directly. Our toll-free number is ************ and our hours are Monday through Friday from 7:00 AM to 6:00 PM.
Sincerely,
******* *.
Client ServicesInitial Complaint
01/31/2025
- Complaint Type:
- Billing Issues
- Status:
- Answered
Over the past few months I have been charged for a rewards program *****. I never signed up for this. They take it from my account.Business response
02/07/2025
February 7, 2025
Customer Relations Advocate
**********************
*************************************************************************************************
RE: *********************
****************br>************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated February 2, 2025, regarding Ms.****** ********************* customer signed up for the ********************** Rewards Program, a subscription service, which offers free shipping on purchases. The customer is stating he did not request this service. We are advising him to contact the Bradford Exchange ************************ at ************ for further assistance.
If Mr. **** has any other questions, he can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
******* *****
Client ServicesInitial Complaint
01/30/2025
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Deceptive marketing/truth in advertising.I bought a Nightmare Before Christmas Water globe train from Bradford Exchange on 10/17/24.The confirmation email notes nothing about signing up for a subscription or approving charges for ongoing shipments. They send no additional emails notifying you of shipments or additional charges.They made 4 additional unauthorized charges:Nov 21, 2024 - $25.85 Dec 18, 2024 - $25.85 Dec 20, 2024 - $25.85 Jan 17, 2025 - $25.85 When I contacted them they told me I had signed up for a "Collection" which was deceptively marketed. The order confirmation page of the checkout flow says nothing about future charges. The order confirmation email says nothing about future charges.The advertisement is not clear and conspicuous that I would be billed separately the same amount for each item in the collection. This is an example only and can be found on other products on the website. The business advertised the following product on their website:************************************************************************************************************ They do not provide a customer service phone number or email address on their website.Business response
02/07/2025
February 7, 2025
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: ***** ******
******* 2663
*************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated January 31, 2025, regarding Mr. ******* complaint.
The customer placed an online order for the The Nightmare Before Christmas Glitter Globe Collection whereby it is clearly stated the items were part of a collection.The customer has already received credit on the following: ************, All Aboard and 003, Oogie Boogie, $51.70 each on January 30th. The credit will appear on the customers bank statement within 3 to 5 business days. Item ************, Spooky Graveyard Picnic was cancelled along with the series. The customer has the remaining item ************, Carving Out Some Mischief. If he chooses not to keep it, he may request a prepaid return label. We apologize for any inconvenience this situation may have caused.
If Mr. ****** has any other questions, he can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
******* *****
Client ServicesCustomer response
02/08/2025
Complaint: 22879912
I am rejecting this response because:
Bradford Exchange continues to not communicate the recurring nature of their charges in the shopping cart, confirmation email, or when subsequent items are shipped. They have received other complaints to the BBB about this exact issue but have taken no steps to make their product offering clear to consumers.
Sincerely,
***** ******Business response
02/14/2025
February 14, 2025
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: ***** ******
******* 2663
*************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your additional notification, dated February 10, 2025,regarding Mr. ******* complaint.
The customer placed an online order for the The Nightmare Before Christmas Glitter Globe Collection whereby it is clearly stated the items were part of a collection.
The website clearly states:
Nightmare Before Christmas glitter globe train collection begins with Issue One,All Aboard for Halloweentown, showcasing **** *********** within a glass globe on a sculpted engine that plays music from the film's soundtrack.Soon, your glitter globe train collection continues with Issue Two,Carving Out Some Mischief, followed by Issue Three, O-o-o-ogie Boogie. Issue Four, Spooky Graveyard Picnic and additional Nightmare Before Christmas glitter globe train cars, each a separate issue to follow.
Price:$39.99Each Issue
s&s? $7.99
We apologize for any inconvenience this situation may have caused.
If Mr. ****** has any other questions, he can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
******* *****
Client ServicesCustomer response
02/17/2025
Complaint: 22879912
I am rejecting this response because:Bradford Exchange does not provide any information about the recurring charges in the Shopping Cart, Confirmation Email, or when Additional Shipments are sent out. They are aware of the deceptive nature of their sales processes and choose not to address it.
Consumers should be aware of the deceptive advertising and intentional lack of communication.
Sincerely,
***** ******Business response
02/21/2025
February 21, 2025
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: ***** ******
******* 2663
*************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your additional notification, dated February 17, 2025,regarding Mr. ******* complaint.
The customers online order item ************, Carving Out Some Mischief, whereby it is clearly stated the items were part of a collection and not a single item,has been settled. We apologize for any inconvenience this situation may have caused.
If Mr. ****** has any other questions, he can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.
Sincerely,
******* *****
Client ServicesCustomer response
02/25/2025
Complaint: 22879912
I am rejecting this response because The Bradford Exchange knowingly deceives customers with their "collection" products. They provide no information about the recurring nature of the charges in the shopping cart, confirmation email, or when additional shipments/charges are made. They have other BBB complaints on the same topic and have taken no measures to address the deceptive practices.
Sincerely,
***** ******Initial Complaint
01/30/2025
- Complaint Type:
- Billing Issues
- Status:
- Answered
This company has continually charged my credit card for 15 months (starting 11/14/23) of a rewards program without providing any communication, notice, invoice, billing summary, etc. I purchased a single, physical product and my payment information has been used without my knowledge for something I did not sign up for. I have never used this subscription service nor logged into the website during this time, and I do not even know what this rewards program is. **************** has not resolved the issue. All of my payments should be returned as I was signed up for this without my knowledge and have never used any service. After a few short, vaguely unhelpful emails from them, they returned only four of the 15 payments. I would like to resolve this without involving my credit card company, especially since they started the refund process on 1/17/24 but did not complete it.Business response
02/06/2025
February 6, 2025
Customer Relations Advocate
**********************
*************************************************************************************************
RE: ***** *******
********************************************************************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated January 29, 2025, regarding Ms.******* ********************* customer signed up for the ********************** Rewards Program, a subscription service,which offers free shipping on purchases. The customer is stating she did not request this service. However, in placing an order online, a pop up offers the opportunity to join the Rewards program before completing the transaction. The customer will need to contact the ********************** ************************ at ************ for further assistance.
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
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Customer Complaints Summary
890 total complaints in the last 3 years.
254 complaints closed in the last 12 months.
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