Mark and Graham Recensioni 435

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.

Ordered some items for Christmas presents on Black Friday. One item arrived with the incorrect monogram, another item arrived with no monogram, and another item did not even arrive. Customer service was horrible! The rep did not even apologize for the inconvenience and simply said that my items were now all sold out and she would refund my money. She also said that she would send me a return label so I could send the incorrect items back. We never, ever order from Mark and Graham again.

Mark and Graham is a mess. I ordered monogrammed items and they arrived with no monogram at all. Customer service was completely useless and refused to take responsibility, offering only to make me return items that they screwed up.

I spoke with multiple representatives, including a supervisor, and none of them seemed capable of handling a basic issue or an upset customer. Zero accountability, zero urgency, zero care. If you speak with Kelly or Monique- good luck they both don’t know how to talk to any customer. They have no sense of customer service - just awful. 0/10.

For a brand that charges premium prices, this level of service is embarrassing. Save yourself the headache and shop elsewhere.

What a disaster of a company- AVOID and DO NOT ORDER from them. I ordered a travel backgammon box style game with a name personalization. 2 weeks in, they couldn't locate my order, called again 3 days later still missing. I was leaving out of town for 2 weeks over Xmas and there was no way this gift would be delivered on time. Sure enough, I received a delivery notice 3.5 weeks after ordering and too late for Xmas holiday. When I got home after traveling, I opened the box and IT WAS THE WRONG BACKGAMMON SET - and they personalized it! What the actual F--k is going on at this company?? I immediately called customer service and told them to fully refund my $150+ charge to my cc. They claimed to have processed it in full and that I'd get an email. It's been 8 hours, still no email confirming a credit/return. I'll post an update if the credit doesn't go through. Unbelievable.

Do NOT trust Mark and Graham. You product will NEVER be delivered on time-even if you pay for expedited shipping.

I purchased a custom engraved watch box, and the engraving was poor quality, off-center, and in the wrong font. The top of the watch box had a huge scratch. It clearly failed quality control.

Despite paying $168 total, customer service only offered a $25 refund and required returning the item for any replacement—even though it was sold out—leaving me without a gift. An unacceptable resolution and inflexible policy. Also emailed them- never even received a response. I expected much better from a premium brand. DO NOT ORDER FROM M&G!

Did not receive item ordered and tracking has been on the label created for weeks. No one responds at customer service.

I placed an order for 3 personalized gifts in the beginning of December. Nothing came gift wrapped and everything did not come personalized. I spoke to a customer service representative named Willie who told me that there was nothing they could do for me and that they are swamped with the holiday season - as if that’s my issue. I told him I wanted to speak to a supervisor and it took 20 minutes to get someone on the phone. This phone call turned into an hour where I replaced one of the wrong gifts. It came 24 hours later and it was completely wrong!! 5 phone calls later and I still haven’t received a single refund. I placed a different order for 2 different gifts that were supposed to arrive by December 19th and was in preparing to ship for over a week. I spoke to 3 different customer service representatives who told me 3 different stories about the status of my order. I woke up this morning, December 24th, to an email that one item shipped and is arriving after Christmas and one item was cancelled. I will NEVER order from mark and graham again!!! All they do is advertise all over their website how they can do fast shipping and all of these sales and it’s just a bunch of BS!