Complaints
This profile includes complaints for The Bradford Exchange, Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 879 total complaints in the last 3 years.
- 259 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:03/26/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order (************ 001) on March 1st. It shipped the 5th. Apparently this was subscription I did not know. Once I was charged 76.84$ for the other part (Order #************ 002) I reached out via chat to cancel and refund. I was told they couldnt as it was preparing for shipment. That wasnt the 22nd. Tuesday I still see the pending charge and order still states preparing for shipment. I reached out again via chat and was told it shipped on the 20th but they didnt have tracking to give me to prove it. I ended up calling in and speaking to a supervisor ***** and she confirmed it was shipped and in a truck on the 20th. But again no tracking to prove. They agreed to reverse the charge but the item would need to come back. I told them that cannot be guaranteed as it was a gift going out of state and I cant expect my 80 year old mother to go through all that. Especially since I requested them to not ship and cancel. Now. Wednesday the 26th I see the tracking has been added to the order and the tracking information says it wasnt even picked up till late the 24th. I have photos and hers the *** tracking to prove. Oh also since the couldnt provide tracking for the initial just telling me its on a truck. How is it that they could give me a return label WITH TRACKING ON IT LIKE ALL ORDERS BEING SHIPPED WORKS. so all I would like its this to be refunded and cancelled without a bill being on my account for the item THAT YOU HAD MORE THAN ENOUGH TIME TO STOP. I will not let this go to collections for your lies. Here is the tracking for proof. I have receipts that they also said they could t provide unless requested. But it was a fight to get an email stating the reversal. So misleading and shady. Lied to by 2 different employees. Yall should be ashamed. I am that I fell for this shady companys practices. 1Z2WX0800311921540
Business Response
Date: 04/04/2025
April 4, 2025
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: ******* *****
***************************************** Unit 1203
*****************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated March 26, 2025, regarding Mr. ****** complaint.
Concerning item ************, Perpetual Calendar Display, the item has been settled and the series cancelled. We apologize for any inconvenience this 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 Answer
Date: 04/04/2025
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.
But their policies and pricing needs to be more upfront. Along with clarity on orders, as I was lied to by multiple employees. I hope this company doesnt promote this kind of behavior. Which seems to be the case. Good luck, Id steer clear of this company.
Sincerely,
******* *****Initial Complaint
Date:03/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to get a refund since Sept 2024. They keep promising to send me a ******** of this date 3/25/2025, after so many calls and emails I have still not received a check for my $77.38..I am a 79 years young senior and can not just forget this amount. Please help me get my refund. Blessings *****Business Response
Date: 04/01/2025
April 1, 2025
Customer Relations Advocate
**********************
*********************************************************
*****************
RE: ***** *******/***** ******* (Deceased)
***************************************************
********************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated March 25, 2025, regarding Ms. ******* complaint.
Concerning the refund for $77.38 from the customers deceased husband, ***** *******, Ms. ******* will need to provide a copy of his death certificate in order to issue a new check. We apologize for any inconvenience caused to the customer.
If Ms. **************** 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
Date:03/24/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The company keeps sending me items that I didnt order.Business Response
Date: 04/02/2025
April 2, 2025
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: ****** ****
8 Petaluma
****************-1041
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated March 25, 2025, regarding Mr. ***** complaint.
Concerning the two items on his account, ************, 1976 Eisenhower Silver Dollar and ************, 1999 ***** B. ******* Silver Dollar and Free Wooden Display Box, the customer stated he never ordered these items. However, they were ordered online. We are issuing 2 prepaid return labels. Upon receipt, the account will be settled. The series has been cancelled. We apologize for any inconvenience caused to the customer.
If Mr. ************* 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 Answer
Date: 04/07/2025
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.
Again, the order was never placed by me and I have attached the invoice sent to my address and a letter claims that the charge back on a credit card with no card information provided.I believe the business needs to practice their business better.
Sincerely,
****** ****Initial Complaint
Date:03/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The Bradford Exchange Company is harassing me to pay for a product that I have NEVER ordered or received. I have called their phone number numerous times but it is never answered. Thus, I have written two letters in which I explained that I have never ordered or received the product they allege. I have not received a response from the company to my letters. They instead continue insisting that I received it, when I have never ordered such product and do not know what the product is about. They are harassing me via letters in which they threaten to take action if I do not pay. They are insisting that I provide credit card or bank information. The product in question is a "Grandson Light UP Tabletop", which apparently is a series of something that I am supposed to receive every so often, which they will charge my credit card automatically whenever they ship the product. I am an 83 year old man, who lives alone and this is causing me emotional distress. Please, take note and action about this fraud and to stop this harassment. The amount they are charging is $81.98. I am afraid they can damage my credit score and initiate legal action.Business Response
Date: 04/01/2025
April 1, 2025
Customer Relations Advocate
**********************
******************************************************************************************
RE: ******* J. *******
****************************************** *********
************, PR 00918
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated March 23, 2025, regarding Mr. ******** complaint.
Concerning item ************, Grandson, Light of My Life Personalized Sculpture, that was never received, we have settled the account We apologize for the inconvenience this situation may have caused.
If Mr. ******* has any other questions, they 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
Date:03/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received a bill from Bradford exchange saying that I owed $240 when I never did business with them. They are saying that because I bought an auction item off of **** that I owe them money. I paid for my item on **** and they are claiming they are a third-party seller. There was nothing saying that any future installments would have to be made for this product. It was you buy the product you get the product just like **** works like that. When I called **** to report this happening because somebody has stolen my information from doing business with **** and put it into Bradford exchange that works there. I did not do business with Bradford exchange. Bradford exchange is sending me bills. Bradford exchange employee stole my information from ****. Which is a crime. I called **** and they said the seller had been removed for fraud and to file a police report so I filed a police report. Because somebody stole my information and says that I did business with Bradford exchange that I did not do. I called Bradford exchange and they said the bill was legit that it was fine that if you bought something from an online yard sale that ever came from their business that they could bill you for it even though you did not do business with them. This is completely unacceptable. They said this has happened to many people. The supervisor that I spoke with. ID number ****** was given the police report number. I will not be paying for something that I did not buy from Bradford exchange I did not allow them to use my information. I did not make an agreement with them. **** said that the seller was removed for fraud, and a file a police report which I have done. I expect my customer information to be scrubbed out of this business because it was not authorized by me for you to even have my information. I certainly will not be paying for something. I did not order from you. obviously you all think that if somebody buys your item at a online yard sale that you can go and charge them for it.Business Response
Date: 03/27/2025
March 27, 2025
Customer Relations Advocate
**********************
*************************************************************************************************************
RE: ********* *****
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated March 17, 2025, regarding Ms. ****** complaint.
Thank you for bringing this matter to our attention. We are very sorry to hear about Ms. ****** experience. We question if she has reached out to her credit card company about this situation so that credit card chargebacks can be processed, as the **** seller misrepresented the sale?
Our company fulfilled the order for the ****** ******* Wonderland Express Christmas Tree in good faith. Bradford Exchange did not place the order. Our company received the order via the internet. We did not know that the activity was not legitimate and that the **** seller collected funds from Ms. ***** for merchandise that they were not going to ship themselves.
We ask that ******** please contact her credit card company and issue chargebacks so that her funds are recovered from the **** seller that mispresented the sale.
Please let us know if her credit card company is able to assist her.
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
Date:03/14/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a mens Navy camouflage pullover sweatshirt with personalized embroidery in November for a Christmas gift. I have called customer service twice and chatted with a customer service representative and was told the item was to arrive at my address in February and now in a chat was told it would arrive 3/21.Business Response
Date: 03/27/2025
March 27, 2025
Customer Relations Advocate
**********************
******************************************************************************************************************
RE: ******** *******
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated March 15, 2025, regarding Ms. ******** complaint.
Thank you for bringing this matter to our attention. We are sorry for the shipping delay of your order for the **** Navy Personalized Mens Hoodie. Our estimate to receive inventory and begin shipping is Mid to Late April.
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 Answer
Date: 03/27/2025
Complaint: 23066599
I am rejecting this response because:The item was in stock when I ordered it for a Christmas gift; it should have arrived in December. Now it is going to be a Christmas gift given in ****** **** or whenever you decide to send it. Completely unacceptable!
Sincerely,
******** *******Business Response
Date: 04/04/2025
April 4, 2025
Customer Relations Advocate
**********************
***************************************************************************************************************
RE: ******** *******
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your additional notification dated March 28, 2025, regarding Ms. ******** complaint.
Thank you for bringing this matter to our attention. We are sorry for the shipping delay of your order for the **** Navy Personalized Mens Hoodie due to unforeseen issues. Our estimate to receive inventory and begin shipping is Mid to Late April.
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 ServicesInitial Complaint
Date:03/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
1 months ago, I got a promotion in the mail for a free ****** ***** 45th/47th President $2 Bill. So I mailed the form in and when I received the product yesterday, I got an invoice for $49.10 when the promotion clearly said it was free and did not mention anything about an invoice being mailed with the product! Thats false advertising and UNACCEPTABLE!Invoice Details Client # ********* Order # 6 ************ Line # *** **********Business Response
Date: 03/24/2025
March 24, 2025
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: ****** ********
**************************************************************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated March 13, 2024, regarding Mr. ****************************************** the item in question, ***************** ***** 45th & 47th President, we have included a copy of the ad. Please note the ad states Free Examination of the bill and the customer will be charged only if they decide to keep it. 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 thru Friday from 7:00 a. m. to 6:00 p.m.
Sincerely,
******* *****
Client ServicesInitial Complaint
Date:03/13/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received a package in the mail with The return address stating client service center with a legitimate Address from **************. Upon opening the package, I discovered it was from the Bradford Exchange company with a note stating that I had been charged $178 for a ****** weekender luggage piece that I did not order. Upon further investigation, it appears that this company has involved me in whats known as a brushing scam. It does not appear that my credit card has been charged, but I am not sure what to do with the merchandise that I did not order. Some information on the Internet, says to send the product back whereas other sites warn to not do that as it will make you become more fully involved in the scam. I am reaching out to find out the proper way to handle this.Business Response
Date: 03/24/2025
March 24, 2025
Customer Relations Advocate
**********************
********************************************************************************************************************
RE: ***** *******
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification dated March 13, 2025, regarding Ms. ******** complaint.
Thank you for bringing this matter to our attention. Our company, the Bradford Exchange,received an order for the ****** Relive the Magic Tote Bag via the ***********. Kallina advises that she received the order but did not place an order for this tote bag. We have mailed a prepaid return label, and she can return the item to settle the billing.
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 Answer
Date: 03/25/2025
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.HOWEVER, please note that my address has changed and is different from the one that The Bradford Exchange used to ship the original package. Please do not use the same address. The correct address is as follows:
********************
***********, SC 29486
Sincerely,
***** *******Initial Complaint
Date:03/12/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In January of 2024 I ordered a ****** ******* Holy Family collection. I've had issues with some of the shipments. Tree came badly bent. Some shipments were missing pieces. Some shipments had figurines with broken fingers and a lamb missing a leg. I called customer service, talked with ***** and was told I would receive an ***** ornament collection free of charge as an apology. I received the *****s in March, but I was charged for the ornaments and not free as ***** promised. In October I received a Heavenly Angels ornament collection. I was charged for half of it on my **** on 10/21/24. I am now receiving billing statements from them saying I owe for the entire amount of $83.77. I've already paid half of it. Plus the other collection I was charged full price and was supposed to be free. I'm asking for forgiveness for the other half of $83.77. On February 2, 2025 I sent them a detailed letter showing each shipment, the problems with the shipment and amount paid. I received no reply. On March 2, 2025 I sent a follow up letter with copies of all the documents from my first letter. Shortly after, I received a postcard stating that they received my letter but could not respond to me. I would need to contact them via email. I did that but they responded to me that they could not help me. I sent a follow up email, and again I was told they could not help me. In the meantime, they show I have an outstanding bill which they will not help me resolve.Business Response
Date: 03/21/2025
March 21, 2025
Customer Relations Advocate
**********************
***********************************************************************************************
RE: ***** *******
********************
******************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated March 12, 2025, regarding Ms. ******** complaint.
Concerning the series, ****** ******* Blessed Nativity Christmas Tree Collection, the series has been cancelled and the account has been settled on item ************, Heavenly Angels. 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 ServicesCustomer Answer
Date: 03/22/2025
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
Date:03/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Original purchased a coin from Bradford exchange on august 16th 2024 and received the coin we paid for. We paid $62.88 for the coin. About a month later we received another coin on September 26th ***************************** agree to them sending. We were charged $62.88 again for the coin we did not ask for. I contacted our bank and notified them that this transaction was fraudulent. Without opening the second package from Bradford exchange, I returned the item to sender, refusing delivery. I assumed that since we did not order this coin and sent it back to them they would not ask us to pay for it. However, we received several invoices asking for payment and now have been sent to debt collection. I tried to contact Bradford exchange multiple times via their phone number and no one ever picks up no matter how long I wait on hold.Business Response
Date: 03/21/2025
March 21, 2025
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: **** *******
*************************** NW
*****************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated March 12, 2025, regarding Mr. ******** complaint.
Concerning the series The ************** 2024 *** Champions Coin Collection, the customer placed his order online where it clearly stated that it was a collection. We have mailed a prepaid return label for the customer to return item ************, 2024 *** Final Series Score. Once the item has been received,the account will be settled. The series has been cancelled. 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 ServicesCustomer Answer
Date: 03/25/2025
Complaint: 23053239
Thank you for providing a resolution. Unfortunately, we do not have possession of the coin that you would like us to return. We had refused delivery/returned it to sender so you would have received it back already. See image provided in the original complaint for the proof.
We would like the outstanding amount to be canceled in reflection of the coin already having been returned to the company.
Sincerely,
**** *******Business Response
Date: 03/28/2025
March 28, 2025
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: **** *******
*************************** NW
*****************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated March 26, 2025, regarding Mr. ******** complaint.
Concerning the item ************, 2024 *** Final Series Score, 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
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