Mark & Graham Reviews

I ordered 2 leather pouches mid April for Mother's Day gifts. Received the first order with the wrong name on the wrong color bag. I called and shipped them back for a replacement. Just received the bags today and the same issue. I will never order from this company again. They clearly need someone new in the monogramming department.
VERY DISAPPOINTED!!

Absolutely a horrible experience. I saw a nice birthday gift item on this sight and spent an hour on the phone and ordered it. Paid extra for fast shipping. a week later and after a number of phone calls, found out that they won't even have that item for another 7 weeks!! Wasted a lot of time and a valuable window of time to find another gift. Never again will I do business with them.

I ordered a luggage piece to be monogrammed prior to a special trip. It arrived with the wrong monogram. They issued a replacement which never arrived. The third or fourth time I called they issued $100 gift card and I kept the original piece which I guess I felt was a fair compromise.
On my next order of a jewelry travel case and a set of passport and luggage tag, the jewelry case arrived and was well done. The passport/tag did not have the monogram. When I called back to have it replaced they again sent the same set without a monogram. On my third try they did not have the set in stock. After many many many minutes/hours of talking they agreed to send an upgraded set for the price I paid but I did have to pay for the monogram. Needless to say the set arrived again without a monogram. Now I’ve called again and they issued a replacement. It did not arrive—and I called back and they said it was scheduled to arrive in September —9 months from now.
I said I would consider taking the refund and placing a new order if they could assure me of the same price I paid. I got disconnected which was weird. No call back.
I called back with a new agent- explained the situation. In the meantime, I saw the same products online with an estimated delivery date of next week. When I explained this to the woman she said that inventory can change rapidly. I said I thought something seemed funny and that if everything was going to ship in September how could they listed as a next week delivery. She assured me they do “ethical business” several times which I think sounds shady AF. I also found the passport and the luggage tags individually listed also with an estimated ship date of next week. Again we got “disconnected”. I’m beginning to think there’s some sort of customer service stipulation that if you don’t resolve your call in 25 minutes that you get dinged because this isn’t the first time I’ve been disconnected. All in all I’ve spent an inordinate number of hours on the phone with customer service agents, only received one product done correctly and in time. if I calculate how much I could get paid per hour they owe me money.
Don’t order unless you’re prepared for a battle.

I read these reviews with horror and I was gearing up for a fight when I received a gift from Mark & Graham that had off-center and crooked monogramming (the small leather jewelry case). I noticed on the shipping receipt that if you are not satisfied with the personalization you receive, you can contact customer service. I emailed them, provided a photo and very quickly received a reply letting me know that they were sending a replacement item that would arrive in 7-10 days, as well as a shipping label to send back the defective item. I received a new jewelry case with the monogramming done correctly in less than 7 business days - I did have to follow up to get the shipping label but they provided it promptly when I did. Overall, despite the hassle and the poor quality of the monogramming on the original item, I found M&G pretty easy to work with.

HORRIBLE!!!!! Do NOT order anything from this company!!!! I purchased a leather backpack as a Christmas gift. One minute after ordering it I realized that I forgot to add monogramming, so I immediately called Mark & Graham and asked to please cancel the order so that I could re-order the same item with monogramming. Or, I could simply update the existing order. Either way, Mark & Graham stood to make more money. But I was told that it was already "in processing" and this could not be done. Remember, I had JUST placed the order so it was not in any kind of real "processing". Give me a break. Any other reputable retail company I know provides the customer with AT LEAST 30-60 minutes to cancel an order. Despite repeated calls, I was told that the only thing I could do was order a SECOND leather backpack, then return the one I didn't want. After Christmas I did exactly that. TEN days after returning the unwanted backpack via UPS and having to pay for shipping, I had heard nothing from Mark & Graham, which was really no surprise. I had to call and ask why I had not yet received my refund. The customer service rep, who mumbled and I could barely hear despite telling him repeatedly that the audio quality was quite poor, said that there was no record of the item being returned. I told him I had proof that the item had been received 10 days earlier and I provided him with the tracking number. After repeatedly being put on hold and waiting for 40 minutes for an answer, he told me that I would receive a refund. FINALLY! But he also told me that I would receive an email THAT DAY confirming that the refund was being processed. Of course, this was not true, but I finally received the email the next day. I will NEVER purchase anything from this company again!!!!!

DO NOT order from this company. They claim that 100% customer satisfaction is their goal. But, when I found out, AFTER I already received my product, that it was non-returnable, I contacted their customer service to return my product and was told that any product whose price ends in .x9 is considered a "Final Sale" and is not returnable. I told them that I find this very shady because I was not told up front that this was the case. I only found it out when I tried to return it online and couldn't. Only then did I find out it was not returnable. Obviously, that's a little too late. When I pushed back, I was told that they were very sorry, but that was the policy. They again reiterated that they were committed to 100% customer satisfaction, but would not make an exception. Be forewarned!!

Do not recommend at all!! According to "holiday shipping cutoffs" from their shipping information, I was supposed to be able to receive the item I ordered by Dec. 10th. (Because I ordered on Nov.27th!) But finally finally it arrived today Dec.19th..
Also, I paid extra $12 for gift wrap and it was not even wrapped! It was also supposed to come with message card but it did not...
I am contacting customer service for the refund for this stupid wrapping cost. But who knows? after I read some reviews from here, I am losing the hope to get refund... Stay away!!

I would not order from this company again, for they do not stand behind their products. I purchased a makeup tote and the zipper was broken when I received it. When I inquired about how to have it repaired or replaced Treasure in customer service stated: "did you see the monogram policy.. you cannot return it because you monogrammed it. Thus, note to self, never buy anything from this company again!

Don't buy from this company! I would rate my experience with zero stars but unfortunately that's not an option. I wished I would have read the reviews here before I bought the zippered tote, or anything, from this company. The bag arrived today and looks absolutely horrific. Cheaply made. The leather is so stiff and dull, like cardboard, nothing like the way it looks in the picture or is described on the site. The straps are very uncomfortable, just as stiff as the entire bag.
I checked the return policy before before my purchase, and all it said is that 'monogrammed items can't be returned'. Nothing about final sale. I would have never bought the bag would I have known that it's a final sale and not returnable, as it was supposed to be a Christmas gift. I would not gift this tote to anybody! Sneaky, to say the least, to say 'all eligible items' can be returned.
Somewhere, deeply hidden in the small print, I finally found out that all items ending in .X9 are not returnable.
Very bad business practice. I will make sure that people know about this, and spend the time to dig for the cleverly hidden small print. But better to not buy anything since there are plenty of companies out there selling better quality products. And with clearly visible return policies, AND listing a product as FINAL SALE on the product page.

Be sure to read the fine print at check-out. I purchased a leather backpack online. When I received it I was not happy with how cheaply it was made. I tried to return it the same day I received it. The computer would not let me so I called the customer service number. Apparently anything ending with .99 is a 'final sale' item and non returnable or refundable, even though the website does not say anything about that until you are checking out and the item in is your basket. Even then it's VERY small print at the bottom of the page. A TOTAL ripoff. I will NEVER order from Mark and Graham again. I order 99% of our shopping online and have never run into something like this. I'm surprised pottery barn and william-sonoma are associated with them. I've been pleased with the other two companies for years but not Mark & Graham. Buyer BEWARE!

I ordered engraved items and they came unmonogrammed twice. TERRIBLE SERVICE. Took 10 days to get a return label on my inbox.

Cheap looking, cannot return a monogrammed bag I ordered. The monogram was smudged as well as other smudges on the suede bag. The quality looks and feels cheap. The pictures online look great, I was excited to buy more pieces, but their quality does not hold up. I usually check reviews and wish I had this time. Waste of $250. Disappointed.