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Complaint Details
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Initial Complaint
09/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I had a subscription for the ***** ****** Christmas Village. Something happened on the company side and they had cancelled my account (started a new one) and then removed my payment information. They kept sending me new houses but were not billing or taking the money out of my account. I have called multiple times (on hold for hours at a time) and have sent multiple emails. WHEN I received a response via email, they employee was very nice and I thought helpful. But now I am getting bills stating I have an outstanding balance. I have tried calling and they tell me they are going to process my payment and nothing happens. And I keep getting "collection" bills. I don't understand in this day, how the company doesn't have an online payment option and better customer service. I should not have to keep calling and still nothing happens. Bradford Exchange either needs to process the payment or remove the amount I "owe". I am very frustrated and honestly not sure I ever want to buy from them again.
Business response
09/17/2024
September 17, 2024
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: ******* *******
3 Wildmere Ct.
********************-4080
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated September 13th, 2024, regarding Ms.Brunkows complaint.
The customer was notified via email that we could not process their credit card payment with the information that was submitted. In order to pay the unpaid balance,the customer needs to provide a different form of payment and let us know if she wishes to continue the series. We apologize for any inconvenience caused to the customer.
If Ms. ******* 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
09/21/2024
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.Payment was processed.
Sincerely,
******* *******Initial Complaint
09/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a ring from Bradford Exchange in November of 2023. It was guaranteed delivery by Christmas of ******* has been pushed back every month since. They say they have sent me post cards every month to verify I still want it. They havent. They also send me emails every month and ask for all the information on my order so they can locate it. It is always from a different person wanting me to contact them. There is no way to do that. I have called the customer service number and been on hold for over half an hour. I have chose to receive a call back on 9-11-2024 and havent received any. Then I got an email saying the ring would be delivered on 9-3-2024. Today is 9-12-2024 still no ring. ******** is right next to *******! I want this ring but a 10 month wait ridiculous ! I have filed a complaint with ********. I plan to contact the *************************Thanks for what ever you can do. ***** **********Business response
09/17/2024
TeSeptember 17, 2024
Customer Relations Advocate
**********************
*************************************************************************************************
RE: ***** **********
******************************************************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated September 12, 2024, Mr. *********** complaint.
Concerning item ************, Stainless Steel Corvette: The Legend Ring, it shipped on September 9th. Please allow 10 days to 2 weeks to receive the item. 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 Services
ll us why here...Initial Complaint
09/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I signed up for Bradford exchange rewards. I've attempted multiple times to un-sign up through the process they have on their website. They continue to charge me for this "service". I've made multiple attempts called them tried to get a hold of them. Put on hold. Can't ever get them to respond to emails to customer service. I want nothing to do with this "rewards program' or this deceitful business ever again.Business response
09/16/2024
Tell September 16, 2024
Customer Relations Advocate
**********************
*************************************************************************************************
RE: ***** ******
********************
**********************-4017
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated September 11, 2024, regarding Mr. ******* complaint.
The customer signed up for the ********************** Rewards Program, a subscription service, which offers free shipping on purchases. The customer is stating that although he did sign up for this service, he has been unsuccessful at cancelling the program. We are advising her 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 Services
us why here...Initial Complaint
09/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I bought checks from The Bradford Exchange and paid for them.30 days later I got a $16.95 charge. I called and they said that when you order checks they automatically sign you up for a rewards program that cost $16.95 a month. They don't tell you about the program, just automatically sign you ****** can that be lawful?Business response
09/20/2024
September 20, 2024
Customer Relations Advocate
**********************
***************************************************************************************
RE: ****** ******
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of you notification dated September 11, 2024, regarding Mr. ******* complaint.
Our records indicate Mr. ****** placed an online order for Bradford Exchange Checks, and accepted an offer for the Bradford Rewards Program, a subscription service billed each month. For further details and cancellation of the Rewards Program, we invite Mr. ****** to contact the Bradford Exchange ************************ at ************, We apologize for any inconvenience this may have caused.
Sincerely,
******** *****
Client ServicesInitial Complaint
09/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
We cancelled our subscriptions with the Bradford Exchange on August 15, 2024 and were told that there would be no more charges against our account. On September 6, 2024 we had another charge of $70.19 and on September 3, 2024 a charge of $16.95. We would like a full refund of both amounts as they were both unauthorized charges.Business response
09/16/2024
September 16, 2024
Customer Relations Advocate
**********************
*************************************************************************************************
RE: *************************
*************************
Mobile, ***36693
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated September 9, 2024, regarding Ms. ****** complaint.
The 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. We are advising her to contact the Bradford Exchange ************************ at ************ for further assistance. She also received item ************, American Eagle Silver Dollarand ************, Make America Great Again, stating these charges were unauthorized. We have issued two prepaid return labels. Upon receipt, the credit will appear on the customers ****** credit card statement within 3 to 5 business days. We apologize for any inconvenience this may have caused the customer.
If ************** 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 **********************************************************************************Customer response
09/18/2024
Complaint: 22260151
I am rejecting this response because: As I stated in my original complaint, I did contact Bradford in August and notify them that I wanted all subscription services stopped immediately. I was told at the time that my subscriptions had been cancelled which they obviously have not been.
Sincerely,
*************************Business response
09/19/2024
T
September 19, 2024
Customer Relations Advocate
**********************
*********************************************************
*****************
RE: *******/*********************
*************************
Mobile, AL.36693
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your additional notification, dated September 9, 2024, regarding Ms. ****** complaint.
Per our Bradford Exchange Rewards program, the customer has been removed from the Rewards program. We have issued and mailed two prepaid return labels for the two items previously mentioned and upon receipt, the credits will appear on the customers ****** account within 3 to 5 business days. We apologize for any inconvenience this may have caused the customer.
If ************** 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
09/20/2024
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
09/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I began a subscription to a collection on their website, advertised as $39.99 + $9.99 (S&H) + applicable sales tax per issue. That should have been roughly $55.00 per issue (give or take, depending on exact tax rate they are charging). After receiving the 6th issue in the collection, I noticed that they had been billing me $66.00 per issue. (On a payment plan, so they did 2 charges of $33.00 / each per issue). They do not have a phone number listed for customer service, so I reached out to them through their customer service e-mail. They responded that each issue is $49.98 + S&H, trying to gaslight me - when CLEARLY their website shows $39.99 per issue. I demanded a refund for the overages I was charged, and they are no longer responding to me. Attachments show my detailed payments made, my correspondence with them, along with a current screen shot of their website showing the advertised price of $39.99 / each. I have cancelled all future editions to the collection, but I would like a refund for approximately $60 - the amount that I was overcharged.Business response
09/18/2024
September 18, 2024
Customer Relations Advocate
**********************
*************************************************************
*****************
RE: ******** *******
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated September 9, 2024, regarding Ms. ******** complaint.
Thank you for bringing this matter to our attention. We apologize for the billing misprint in our system. The client placed an online order for the Paws-itively Patterned Companions Figurine Collection. Our website lists the price for each figurine as $39.99 and the client was billed at $49.98.The client contacted our company to report the price difference, and we issued a refund of $54.50 to the credit card on September 12, 2024. This covered the first five shipments.
We settled the bill on the sixth/last shipment and issued a refund of $33 to the credit card. Please allow 3-5 days for the credits to appear.
We apologize for any inconvenience, and if Ms. ******* has any other questions or concerns, we can be reached toll-free at **************.The hours of operation are Monday thru Friday 7:00 AM to 6:00 PM CT.
Sincerely,
******** *****
Client ServicesInitial Complaint
09/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am being harassed by the Bradford Exchange for non-payment on several items. They sent me a letter of defaulting on my obligation on the payments and will be forced to turn my records over to a collection agency to pursue further action. I mailed invoices monthly for installment payments which I am told are not being received for payment. It is from ******* ******, collection manager.Business response
09/19/2024
September 19, 2024
Customer Relations Advocate
**********************
*************************************************************
*****************
RE: ****** ******
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated September 9, 2024, regarding Ms. ******* complaint.
Thank you for bringing this matter to our attention. We are sorry to learn that Ms. ****** has received late notices from our company.
In reviewing our records, an order for the Natural Radiance Labradorite was entered on December 7, 2023, and our system was unable to process a payment on the credit card provided at that time. On April 12, 2024, we received an invoice with a request to charge $38 to a different credit card which was successful, and the order shipped on April 16, 2024. Our system was unable to process the next credit card payment on August 19, 2024, and generated another notice. This ring no longer shows credit card information and is leaving a balance of $113.91.
SHP 041524 01 01-36478-013 GREEN RING 8. Total $151.91- $38.00= balance $113.91
Ms.****** is a valued client, and we apologize for this situation. The verbiage on our payment reminders changes with each additional late notice and is just a reminder of the balance due on this ring.
We apologize for any inconvenience, and if Ms. ****** has any other questions or concerns, we can be reached toll-free at **************.The hours of operation are Monday thru Friday 7:00 AM to 6:00 PM CT.
Sincerely,
******** *****
Client ServicesInitial Complaint
09/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Bought a statue on 8/10/24. Apparently it tells you that you are buying a subscription several lines below add to cart. Says NOTHING about a subscription above it. Then I got a surprise second statue the other day and was charged $99. I then looked again and saw the part about the subscription several lines below add to cart. I called and cancelled the subscription (apparently there would be more coming) and wanted to return it. The service *** was very high pressure and cancelled the subscription but was persistent on me keeping it. I finally said forget arguing with this person and I kept it. My wife opened it last night. The outside box was fully intact. The inside styrofoam was old and brittle. The clear tape holding the styrofoam together was old tarnished yellow. Then she opened it and it was broken. So not only did I pay $99 for something I was tricked into getting, but it was broken besides. In the photo with the glass with the saying on it, the glass was protruding where you see the circled cracks. My wife pushed it back in but you obviously see the cracks. Then it has the chip on the base.Business response
09/16/2024
Tell September 16, 2024
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: ***** ********
28 **** Dr.
**********, ** 07876
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated September 8, 2024, regarding Mr.Weickerts complaint.
Concerning the series ****** ******* Miracles of ****** Sculpture Collection, the customer placed the order online where it states before completing the order these items are part of a subscription that may be cancelled at any time. The customer received the second in the series, ************ I Am the Life,broken and requested a replacement which is in the process of being shipped to the customer. We are issuing a prepaid return label. Upon receipt of the return, the customers credit card will be credited. The subscription plan has been canceled on the account. 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
us why here...Initial Complaint
09/06/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
When ordering checks from them, when getting to the place order page, they offer buy a pack, get a pack free (which each pack is 100 checks). Clicking on this offer, opens another window and makes you go through another step or two. When the checks arrive you never get the extra pack, this has happened 3 times on orders I have placed with them. On the first two times I didn't call them, on this order I called and was denied the extra pack of checks. I told them to either honor the offer or take it off their website as it was false advertising. The person on the phone told me to hold for a Supervisor that was going to tell me the same answer, but no one ever came. The company either needs to honor this offer or remove the offer from their website.Business response
09/17/2024
September 17, 2024
Customer Relations Advocate
**********************
***********************************************************
*****************
RE: ***************************************
174 ******* d.
******************
Case # ********
Account # *********
Dear Customer Relations Advocate:
We are in receipt of your notification, dated September 6, 2024, regarding Mr.Stringfellows complaint.
Concerning the check order placed online for item ************,Deer On A Farm 1 Box Single checks, we can credit the customer for of his order, although the error was not ours. The customer is welcome to view our website where it indicates to include the Free Packs as well when placing an online order. Or the checks can be returned for a refund.
If **************************** 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
09/18/2024
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. With the 1/2 refund it will be almost the same as getting the extra pack, only less checks. When I order in the future, hopefully if the offer pops up again during the ordering process it will be honored the next time.
Sincerely,
***************************************Initial Complaint
09/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I ordered a D-Day Coin. A one-time purchase of about $10. The Bradford Exchange initiated a monthly "subscription" of approximately $62 per month which I did not authorize and continues to charge my card monthly after agreeing to cancel upon my request. Now they will not respond.
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Customer Complaints Summary
986 total complaints in the last 3 years.
267 complaints closed in the last 12 months.