Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Ordered checks on Nov 25, 2024 for $26.02 and company said they mailed them. I never received them and disputed credit card charge and also closed account associated with checks. On Jan 7, 2025 the Bradford Exchange sent a letter stating their intent on billing aforementioned $26.02 and they also sent an invoice. Twice Ive tried calling and opted for them to call back on Jan 10 and 13, 2025. No call back was received. Prior to that Ive emailed on their website I have not received check.Not one reply was the company to track, reprint or even an ********** credit score is over 800 and I dont want any blemish to affect my efforts.

  

  Business response

  01/21/2025

                                                                                                 January 21, 2025
  
  Customer Relations Advocate
  **********************
  ***********************************************************
  *****************
  
  RE: ******* Mills                                                         
  *******************************************************
  
  Case # ********
  Account # *********
  
  Dear Customer Relations Advocate:
  
  We are in receipt of your notification, dated January 14, 2025, regarding Mr. ********************************* item ************, National Parks 1 Box Single, the account has been settled.We apologize for any inconvenience caused to 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,
  
  ******* *****
  Client Services
  

  Customer response

  01/22/2025

   
  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

  01/06/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered personal checks from Bradford Exchange Checks. In their website, they offer free shipping. Once I completed the order, the shipping charges were showing, then it asks me to sign up to get the shipping fee refund. I received the checks I ordered, however, they subsequently attempted to charged $16.95 (12 Dec2024) on the same card I used to purchase my order. I called them and asked why they were charging, and they responded that I am a Bradford Exchange Checks Rewards member which is a complete scam and so I said, I was never notified about any membership fee or potential charges and so I asked them to cancel it and which they said, they did and no additional charges will be filed. And today (6 Jan 2025), they attempted to charged against my card again for $16.95, fortunately my bank blocked it because I disputed the charges last time and reported them as a scam. This business practice misleading information and scams customers like for unknowingly being charge for so-called membership.The Bradford Exchange Checks Rewards YOUR REWARDS MEMBERSHIP HAS BEEN CANCELLED Dear *****, As requested, weve processed the cancellation of your The Bradford Exchange Checks Rewards as of 1/6/2025, and there will be no future charges to your account. Thank you for using The Bradford Exchange Checks Rewards. If we can be of any further service, please don't hesitate to contact us at ************. Sincerely,The Bradford Exchange Checks Rewards Customer Service Team Member ID: *******

  

  Business response

  01/13/2025

  January 13, 2025
  
  
  Customer Relations Advocate
  **********************
  *************************************************************************************************
  
  RE: ***** ****
  ******************** SW
  ******************
  
  Case # ******
  Account # *********
  
  Dear Customer Relations Advocate:
  
  We are in receipt of your notification, dated January 6, 2025, regarding Mr.***** complaint.
  
  Concerning Mr. ***** complaint about the Rewards charges of $16.95 each, both charges were canceled and not charged to his credit card. Should the customer have additional questions concerning this matter, he may contact the Bradford Exchange ************************ at ************. 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,
  
  ******* *****
  Client Services
  

  Customer response

  01/13/2025

   
  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

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This has to be the worst customer service I have ever experienced. I ordered a nativity scene that needed to arrive before Christmas. My item arrived broken. They were unwilling to provide a replacement until they received the broken one back, I explained it was a Christmas gift and we were short on time so I needed one sooner. They had to charge me for a new one in order for it to come in before Christmas since they would not receive the return on time. Then that package was lost by ***. *** had a delivery photo that showed the item still in the back of the *** truck. I filed the claim with *** however, since I was the receiver, they had to close the claim because they could not get in touch with Bradford Exchange. With them being the shipper they had to confirm the claim. I have emailed them over the last 13 days with no response or help from customer service. A neighbor found the lost package and that one too arrived broken. They have still not given me a return shipping label after asking over multiple weeks. They were unhelpful and not friendly at all. And not responding to emails for 13 days is unprofessional and lack of care for a customer trying to get their money back on a poorly packaged item.

  

  Business response

  01/13/2025

  
                                                                                                 January 13, 2025
  
  Customer Relations Advocate
  **********************
  *********************************************************
  *****************
  
  RE: ***** ********
  ************************************************************************
  
  
  Case # ******
  Account # *********
  
  Dear Customer Relations Advocate:
  
  We are in receipt of your notification, dated January 6, 2025, regarding Ms. ********* complaint.
  
  Concerning the second shipment of item ************, ****** ******* Glory to The Newborn King ******** Tree, the customer has stated that she also received this item broken. We are issuing a prepaid return label via the mail and should be receiving that within 7 to 10 days. Upon receipt of the item, the customers credit card will be credited the full amount of $204.30. We apologize for any inconvenience this situation may have caused.
  
  
  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

  12/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a bracelet for my daughter because her father passed away this year. The bracelet in the pictures I sent says the word always on it however you can't read it or see it in person. The only reason you can kind of read it in these pictures is because of my camera lens. I emailed the company and told them I wanted a refund and they said they will send me the return label in a separate email and I never got it. I emailed them a few more times and they said the same thing again and I still haven't got it. I do receive emails with their advertisements and their correspondence in reference to this inquiry however the only thing I don't get is the return label. This morning I emailed again and now the emails won't even go through to them they are giving me the runaround they will not honor what they said they were going to honor. I want to return the item and get my money back that is all.

  

  Business response

  01/07/2025

  
                                                                                                 January 7, 2025
  
  Customer Relations Advocate
  **********************
  ***********************************************************
  *****************
  
  RE: ******** ****
  ******************************************************************************
  
  Case # ********
  Account # *********
  
  Dear Customer Relations Advocate:
  
  We are in receipt of your additional notification, dated December 31, 2025,regarding Ms. ***** complaint.
  
  Concerning item ************, Until We Meet Again Bracelet, the customer is wanting to return it and has not received a prepaid return label via email as requested.We are mailing the label, and the customer should allow 7 to 10 days to receive.Upon receipt of the item, the customers credit card will be credited the full amount of $118.32. 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
  
  ell us why here...

  Customer response

  01/13/2025

  Better Business Bureau:
  
  The company finally answered me and sent me the return label like I asked; however, I'm returning the item tomorrow. If I do not get my refund in a couple of weeks, you'll be hearing from me again.

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

• Initial Complaint

  12/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing to formally file a complaint against The Bradford Exchange regarding their business practices.On October 1, I purchased a single coin from their website and was charged $61.25 through my ******/Amex account, as confirmed by my statement for September to October 8. On my following statement (October to November), I noticed an additional charge of $61.25. Upon investigation, I contacted The Bradford Exchange, and they informed me that I was enrolled in a monthly coin subscription program, which I did not recall signing up for.I made it clear to the company that my intent was to purchase only one coin, and I had received only one coin to date. Despite this, they refused to reimburse the second charge of $61.25. As a result, I filed a dispute with ******/****, which credited the amount back to my account.However, The ********************** continued to send invoices demanding payment for $61.25. In December, I called their customer service again to explain the situation, and I was assured that the issue was resolved.Unfortunately, I recently received another statement charging me $61.25 for an item I neither ordered nor received.This ongoing issue has caused significant frustration and inconvenience. I request that The Bradford Exchange immediately:1.Stop any further billing or invoicing related to this subscription.2.Provide written confirmation that no additional charges will be made to my ***************** their subscription enrollment practices to ensure customers are not unknowingly signed up for recurring charges.I appreciate your assistance in resolving this matter. Please let me know if you require any additional documentation, including my transaction statements or correspondence with The Bradford Exchange.

  

  Business response

  01/10/2025

  
  
  January 10, 2025         
  Customer Relations Advocate
  **********************
  ***********************************
  *****************
  
  RE: ***** ********
  
  Case # ********
  Account # *********
  
  Dear Customer Relations Advocate:
  
  We are in receipt of your notification dated December 31, 2024,regarding Mr. ********* complaint.
  
  Thank you for bringing this matter to our attention. Mr. ******** placed an online order for the ***************** 250th Anniversary Proof Coin Collection. Our website states:
  This commemorative tribute begins with Issue One, USMC, followed by Issue Two, Bougainville and FREE Deluxe Display Box. Soon, your collection will continue with Issue Three, Dress Marine and additional USMC Proof coins, 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 you collection at any time with no obligation.
  Please see attachments for website advertisement.
  Mr. ******** stated that he only wanted the first coin and cancelled the series. He filed a chargeback through his ****** account to reverse the payment on the third shipment *************  In the interest of good client relations, we have settled the billing on the third shipment. We are mailing a prepaid return label in the event that Mr. ******** would like to return the second shipment.
  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,
  
  V *****
  Client Services
  
  

  Customer response

  01/11/2025

   
  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

  12/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have cancelled this account in writing four times via their website ********************** and ******************************************* They are continuously harassing me by sending numerous figurines and charging my bank account. I closed that bank account so they could no longer charge me without notice. I then contacted them through the website to cancel. They continue to send figurines with a bill. I have called them a few times at ************** as well. They are always closed and do not have business hours stated in their message. They do not have voicemail. I then go to the website to cancel again. They have been paid for every item they've sent in faith that they will finally cancel the account after another sent request. I purchased one item from them in September 2023 intentionally and cancelled as soon as I was aware that it was a "cancel anytime" subscription. Since then I have begrudgingly paid for six. For the last item, I was sent to collections and paid it after not being able to get a hold of the company because it was affecting my credit score. On their bill it states to reach out to them for a pre-paid shipping return label. It is impossible to get a response from them. Today I received another item with a bill. I do not want to pay to return an item I did not order. I want to close this account immediately and have written proof that the account has been closed permanently with 5 pre-paid return labels sent to my billing address.

  

  Business response

  01/07/2025

  January 7, 2025
  
  
  Customer Relations Advocate
  **********************
  *************************************************************************************************
  
  RE: ******* *******
  ***************************** S
  Seatac, WA 98188-2013
  
  Case # ********
  Account # *********
  
  Dear Customer Relations Advocate:
  
  We are in receipt of your notification, dated December 30, 2025, regarding Ms. ******** complaint.
  
  The customer placed her order online for the Forever In My Heart Figurine Collection. The website clearly stated that it was part of a collection. The customer would like to return the following:  items ************, Those We Love, 003, When You Believe,004, What We Have We Can Never Lose, 005, A Little Bit of Heaven, 006, Until We Meet Again and 007, On Angels Wings. We are issuing prepaid return labels, upon receipt the customers credit card will be credited and those paid by check will be refunded. The series has also been cancelled. We apologize for any inconvenience this may have caused 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
  ell us why here...

• Initial Complaint

  12/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/11/24, I placed an order with Bradford exchange Order #************-1 for a ******* the Red nose Reindeer glitter globe, $79.99 ($111.06 total with tax and shipping) to be shipped as a gift for a friend in ********. On 12/12/24 I received an email from *** that a packing label was created by Bradford Exchange with tracking number 1Z2WX0800311034642 with expected delivery of 12/16/24. On 12/13/24 I received an email from Bradford Exchange that my package had shipped with UPS.On 12/16/2024 at *** notified me that the package was delivered at 2:58pm CMT. I called the receiver who stated a small package from Bradford Exchange was there and they opened the package. The package contained two small plastic Sarwars calendar figurines. Nothing close to the glitter globe ordered. I immediately called Bradford Exchange and had difficulty getting through to customer service but did speak to a representative who was not very polite but said a new item would be shipped and a return label sent to me. I asked for proof via email of new order being placed for the correct item and she yelled at me. I asked for her supervisor. After @15 minute wait another female got on the phone and said the correct item would be shipped immediately. I was concerned about it not arriving before Christmas and she assured me it would as she added expedited shipping. She also they did not want the Star Wars plastic calendar figurines returned to the to just have the recipient donate them. I said I would tell them and asked for proof of her reordering the correct item and shipping in. She said she could not provide this information as that is triggered when it is packed up in fulfillment. She abruptly provided two different numbers then hung up. I never received any notification. The recipient has not received the correct item. Its now Christmas and I would just like my money refunded and caution anyone against doing business with Bradford Exchange.  

  

  Business response

  01/06/2025

  
  
  January 6, 2025
  Customer Relations Advocate
  **********************
  ******************************************************************************************
  
  RE: ******* *******
  
  Case # ********
  Account # *********
  
  
  Dear Customer Relations Advocate:
  
  We are in receipt of your notification dated December 26, 2024,regarding Ms. ******** complaint.
  
  Thank you for bringing this matter to our attention. We apologize for our shipping error. ********** placed a gift order for the Rudoph Glitter Globe, but her recipient did not receive the correct item. The customer was advised that the replacement order would be received by
  December *******,  however, the tracking shows delivered on December 30, 2024. Please let us know if the replacement was the correct item. We are sorry for the delay and have issued a refund to the customers credit card for the full amount. Please allow 3-5 business days for the credit to appear.
  
  We apologize for this situation, 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,
  
  V *****
  Client Services
  
  

  Customer response

  01/06/2025

   
  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. The new package was delivered on 12/30/2024 per ***. The recipient was out of state from 12/26/2024 until 01/05/2025. Upon the recipients return she did open the package and verify receipt of the correct item. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  12/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They keep on sending orders even though no one is ordering. There is no subscription, but the orders come with invoices. Its a scam on the elderly.

  

  Business response

  01/03/2025

  January 3, 2025
  Customer Relations Advocate
  **********************
  ******************************************************************************************
  
  RE: Alinafe *******
  
  Case # ********
  Account # not available
  
  
  Dear Customer Relations Advocate:
  
  We are in receipt of your notification dated December 25, 2024, regarding Mr. ******** complaint.
  
  Thank you for bringing this matter to our attention. Unfortunately, we are unable to locate Mr. ******** records with the name and address listed on this complaint. Please provide the account number and/or the billing name and address from the account in question so that we may further assist. Could it possibly be another company that is not affiliated with the Bradford Exchange?
  
  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,
  
  V *****
  Client Services
  
  

  Customer response

  01/04/2025

   
  Complaint: 22728384
  
  I am rejecting this response because:
  
  Sincerely,
  
  Alinafe Matenda

  

  Business response

  01/13/2025

  
  January 13, 2025         
  Customer Relations Advocate
  **********************
  ***********************************
  *****************
  
  RE: Alinafe *******
  On behalf of mother E, Kumsindsa *************************************************************
  
  Case # ********
  Account # *********
  
  
  Dear Customer Relations Advocate:
  
  We are in receipt of your additional notification dated January *******, regarding Mr. ******** complaint.
  
  Mr. ******* has provided the name and address listed above, on behalf of his mother Ms.Kumsinda. We request a Power of Attorney letter in order to provide information to Mr. ******* about the shipments and balance due. Or we can mail the list of shipped orders and balance due to this residential address.
  
  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,
  
  V *****
  Client Services
  
  

• Initial Complaint

  12/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a subscription plan and you cancelled the 6th item and sent the 7th I am looking to get pirate Pluto but getting nowhere with your representative.

  

  Business response

  01/03/2025

  
                                                                                                 January 3, 2025
  
  Customer Relations Advocate
  **********************
  ***********************************************************
  *****************
  
  RE: ***** *******
  *******************
  ***************. MI 48101
  
  Case # ********
  Account # *********
  
  Dear Customer Relations Advocate:
  
  We are in receipt of your notification, dated December 23, 2024, regarding Mr. ******** complaint.
  
  Concerning item ************, Private Pluto, unfortunately, the item is completely sold out. We apologize for any inconvenience caused to 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,
  
  ******* *****
  Client Services
  
  

• Initial Complaint

  12/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered replacement checks on 12/1/24. I did not receive them by 12/17/24. I never received an email confirmation with a tracking number and stating when they were shipped. I called **************** on 12/17/24 and was informed that an email was sent with tracking information and that the checks were "in transit." When I said I had no such information, I was told that they were at a **** SOMEWHERE. I asked for the place to be repeated a few times, but still could not understand the place or the town. I was told I possibly may still receive or they may "recall the tracking number." I was given a refund, but I wanted a tracking number because I want to know where my checks are! I wrote six emails asking for a tracking number and was never given one. I received an email this morning stating, "I am sorry for the delay. I understand your concern. The tracking shows that *** is not able to deliver due to no such number." The shipping information was given correctly. I DEMAND TO KNOW WHERE MY CHECKS ARE! THEY CONTAIN MY PERSONAL AND FINANCIAL INFORMATION ON THEM!  

  

  Business response

  01/02/2025

  January 2, 2025
  Customer Relations Advocate
  **********************
  ******************************************************************************************
  
  RE: ******** *********
  
  Case # ********
  Account # *********
  
  
  Dear Customer Relations Advocate:
  
  We are in receipt of your notification dated December 22, 2024, regarding Ms. ********** complaint.
  
  Thank you for bringing this matter to our attention. Ms. ********* placed an order for the Something to Purr About Bradford Exchange Checks. She contacted our company to inform that she did not receive her order, and we issued the refund. Our records indicate the checks were  marked insufficient address, returned to our company, and destroyed.
  
  We apologize for this situation, 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,
  
  V *****
  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. ↩