Mark and Graham Reviews 442

I have ordered from this company before and had nothing but goods thing to say. This time is different. TERRIBLE SERVICE I just received passport holder that was over $100 and it was stuffed in a box, alone, with a lot paper. It is bent and looks used. The inside seam is thin which is not how the previous ones I've ordered looked. Since I had it monogrammed I know there's probably nothing that could be done but I wanted to caution others from ordering that product. This was my third order but this is such a terrible experience that I will not be ordering again.

Terrible. Mark & Graham false advertises about things they have that they don’t really have. I paid for rush shipping to get a graduation gift on time and they never told me it was back ordered until I called the day it was supposed to arrive. They said it would be there the next day. Nothing. The next day nothing. Then they said it was back ordered and they didn’t have it. By then it was too late for me to order it from somewhere else. They suck.

Don’t waste your money on this company. They do not put a single care into your purchase and quality control is very bad. I received a $500+ dog carrier bag packed inside a partially torn plastic bag and the inside lining of the bag had dog fur stuck all over from a previous return that they did not even bother to clean. Luckily I was able to return the bag but that left such a bad impression for a brand that advertises itself to be of luxury standards. I also ordered a $200 personalized dog bed that came with the embroidered name stitched UPSIDE DOWN. It’s just such carelessness. Their customer service number is also a sham because they never pick up the phone after multiple tries over multiple days—I keep getting directed to an automated voice message saying they will call my number back if I just confirm my number and hang up, but I never got a call back after 2 weeks (I also set up to have a call back multiple times). This is such a weird business with premium prices that are not justified by the quality of their products and customer service.

I purchased an authentic leather briefcase. After light use over 4 months, the leather loop that connects the strap to the bag broke. The customer service team refused to offer any assistance as it is outside of the 30 day window of delivery. They offered absolutely no assistance and refused to let me speak with anyone else or escalate my concerns. They clearly do not care about product quality, even for defective products. Incredibly disappointed.

Very disappointed in this company
I received a present I was not happy with it.
They do not do exchanges You have to pay for when it’s delivered, then to return it .It’s almost as much as the purchase when you are done .

I’ve always loved Mark & Graham’s clear purses—they’re stylish, practical, and perfect for stadium events. Unfortunately, my recent experience has been disappointing.

I purchased a clear purse about six months ago and have only used it four times. Despite such light use, it’s already coming unstitched, which I wouldn’t expect at this price point.

I reached out to customer service, but was told they couldn’t help because the item is outside their 30-day warranty window. That was frustrating, especially given how minimally the bag has been used.

I still think the designs are great, but the durability and limited warranty policy don’t match the brand’s premium feel. I’d love to keep buying from them, but this experience definitely gives me pause.

Screw you guys! You ruined my sister's birthday. It was supposed to ship and be delivered a week ago when you originally charged my card before refunding me after! My sister didn't have a birthday gift because of your lateness with back orders!!! Don't have the website sell things that are not in stock!!!! Shameful. Will tell everyone i know to avoid M&G and all Williams sonoma brands!

Although I really like this company and their products are really high and and great for a realtor who’s looking for fun closing gifts I was disappointed to see that one of the items that I ordered for a closing gift originally said it would arrive before closing, and when I checked on it recently, it told me it would take 5 to 6 months to get the other item. Now I am stuck because I have three personalized items, but not the fourth which means I have to order through them. When I called to cancel the order, they said they would refund me, but that the best they could do to compensate for the fact I’m not getting the item before closing was to give me a 10% discount. I was very disappointed to see that a company like this after spending close to $500 on the other items would not do more to make it up to their clients as a busy realtor. I do have many clients that I could be sending their way, but I will definitely be looking for a new personalization company.

These guys are seriously shady. We paid nearly $200 for a personalized engagement gift to close friends, and mark and graham delivered someone else’s item with the wrong personalization, leaving our friends bewildered and us embarrassed. Given that we have a copy of our confirmation order with the correct monogramming listed we thought this should be an easy fix with their customer service team. Boy were we wrong. The first rep we spoke to was nice enough, but lied to us and told us we’d receive a notification text or email to upload the photo proof of the incorrect monogramming and then rushed us off the phone without waiting to receive confirmation. A week later, still no email or text with instructions of where to send the picture, so we call again. The second rep says to send an email directly to what seems like a burner email address, but we do send the pictures and he confirms the item is incorrect… but out of stock until AUGUST. We politely request a refund as at this point I’m suspicious that the company is just trying to run out the clock on us being able to dispute the order, and we’re told we would have to ship the item back. Meanwhile the rep knows full well that we rush shipped the item directly to our friends. So now in addition to sending them a useless incorrectly monogrammed item, they want the newly engaged couple to repack the item and run out to ship it back. An item that was immediately thrown away because it’s monogrammed for a stranger, and not what we ordered to help our friends commemorate their engagement. What exactly is Mark and Graham going to do with a randomly monogrammed ice bucket that they have proof is incorrect? Wild, and I bet you the order would conveniently get lost in the mail on the way back to them as disorganized, misinformed, and bad as their operations are. Have to say it feels a lot like these guys are just running a con. Zero apologies for wrecking what was supposed to be a special commemorative gift for our friends, and had the audacity to tell us if we charge this back we won’t be able to order from them in the future - as if we’d ever want to. Shame on you, Mark and Graham. Not the caliber of execution nor support we’d expect of a company owned by William Sonoma.

Worst customer service!
Cheap and shoddy merchandise
Shop elsewhere to save yourself a lot of aggravation

Horrific customer service. Do not waste a single dollar on this awful company. I initially ordered a custom dog bed for my puppy. The shipment came in disheveled boxes, they sent multiple inserts and completely left off the monogram on the dog bed cover. When I first called with customer service she said I didn’t need to send back the bed (great) and then ordered me a new bed and cover free of charge! I was very pleased. Then I received an email days later that it was cancelled (?) and that I needed to return my first purchase. Mind you at that point I opened the bed, my dog had broken it in, and even peed on it. I washed it, but she had peed on it. When I asked if the company expected me to return the bed soiled they said yes. They had no budge and only offered to partially refund me for the personalization that was left off. I spent $300 at this company and will NEVER order from them again. Don’t waste your precious hard earned money on a company as unhelpful as them.

NEVER BUY FROM MARK AND GRAHAM!!!!! A Williams Sonoma brand. I ordered 3 things; all customized before Christmas as a Valentine’s Day gift and 1/3 has yet to be delivered! They only use 3rd party sellers which they don’t tell you about and if their seller is out of stock they won’t even notify you and will keep changing the delivery date without notifying you as well! They emailed me saying the seller will ship it out on the 6th and they act dumb thinking you wouldn’t send a screenshots to customer service. Now I have to wait 2 more weeks for it to be delivered because “seller was out of stock” unless they change the date again! This is a sorry excuse for a company. Please do not ever buy from them, you are better off making it yourself or finding it locally.

Have bought 4 bags...2 large suitcases, 1 matching carryon, and 1 matching bag.

Two wheels broke off a large bag, half the monogram and a pice of trim peeled off the carryon, and a decorative stud fell of the matching bag.

Beautiful looking, but the quality is so poor that I will never buy another and will recommend that my travel partners don't either.

I just purchased over $300 and one item was a journal calendar. My item arrived without the calendar. I called and they said “oh it does not come
With a calendar, that is just a prop in the photo”. Are you kidding me????? I am supposed to know that!!!!! Their management reviewed it and decided no
Refund. Don’t trust this company!
Misleading props …. That’s what they sell

I ordered a monogrammed purse as a birthday gift for my friend’s daughter. The item was not listed as backordered when I placed the order. After purchasing, the company repeatedly changed the estimated in-stock date—close to 20 times over a two-month period.

I showed up to a child’s birthday party empty-handed because of their constant delays and false promises. I contacted customer service six times and was repeatedly given misleading or outright untrue information. I was never able to reach a supervisor or anyone with authority to resolve the issue.

After two months of excuses and shifting dates, I cancelled my order. This company is unreliable, dishonest, and clearly has no regard for their customers. Save yourself the stress and do not order from them.

I placed an order for a custom punch bowl on December 16th for my February 14th wedding, assuming that ordering two months in advance would be more than sufficient. Unfortunately, the estimated shipping date was pushed back repeatedly. When I checked most recently, the new arrival date is over a week after our wedding.

This item was meant to be a key part of our wedding, and now, less than two weeks out, I’m scrambling to find a replacement. While I was able to cancel the order, I'm incredibly disappointed, especially given how much I was looking forward to receiving this.

After reading reviews from other customers who experienced similar delays, it’s clear this is not an isolated issue. I will be spreading the word to avoid this site at all costs.

I placed an order on Dec 3 for a simple leather personalized keyring that cost $46.64.
The delivery date has been delayed 3 times from 2 different dates in January and most recently now to mid February.
I have requested a complete refund and cancellation of this order that was supposed to be a Christmas present.
Maybe they thought I ordered it for next Christmas!
If the item was NOT IN STOCK at the time ordered, then maybe the company should have advised the customer of that rather than assuming it’s ok to take your money and delay processing/shipment 3 times in 3 months!
Never again!

I have ordered Christmas gifts from Mark and Graham multiple times over the years, primarily for business and client gifting. Unfortunately, this year confirmed a pattern I can no longer ignore.

I placed my Christmas orders eight days before Christmas. At checkout, the website clearly showed delivery before Christmas. A day before Christmas, the delivery dates shifted to shortly after Christmas—which, while frustrating, I understood given the timing.

What is unacceptable is that those same orders are now backordered until the end of February.

This is not a one-off issue. Every time I place holiday orders with Mark and Graham, the delivery dates change after purchase and ultimately push well past Christmas. For business customers, this creates real problems with planning, budgeting, and client relationships.

The products themselves are nice, but reliability matters. If delivery timelines shown at checkout cannot be trusted—especially during the holidays—then the service does not meet expectations.

At this point, I cannot recommend Mark and Graham for time-sensitive or holiday gifting.

I ordered Christmas items that never came in and then canceled my order on december 30th. Customer service did not care and were not helpful.

For a brand that claims to be "prestigious", I can find better products and service at Walmart. Placed an order on December 14, 2025 which on the website and at time of purchase, was indicated the product would be completed and delivered in time for Christmas. I received a confirmation of order and then crickets. After a week and zero communication from Mark and Graham about my order, I decided to see if it had been shipped yet. When I finally found the status of my order, it was now indicating a backorder and delay of over a month. So much for that "shipped in time for Christmas"! 20 days after the order, there was still zero communication about the order and the delay. No indication if or when the order would ever be fulfilled. Transparency goes along way... something M&G is significantly lacking.

Customer service refunded my order, but the entire experience as a whole was awful. Especially as a first time customer.... and now a last. Never again. Stay away from this company. Way too expensive to be this disorganized.