Mark and Graham Reviews 

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!

I ordered a monogrammed set of glasses that showed up with no monogramming. Not once but twice. The second time, I wasted 30 minutes on the phone with them. Given the 2x mistake, I would’ve expected more than a “sorry, we’ll try again.” But that’s all I got.

Terrible company. Will never order from them or William Sonoma again.

AVOID THIS PLACE

I ordered a Puffer Vest for my Yorkie on November 29 and still have not received my purchase. Called customer service 4 times and only the last representative said she would pass this on to shipping for review and I would get a response from them in 3 days. No response on the 3rd day. I called again and now I will receive a call from them on 12/22. I do not have much faith that they will actually call. I am so happy that I did not purchase any Christmas gifts from Mark & Graham. For their price point I expect better service.

Worst customer service ever! They just don't care. First time I ordered from them and it will be my last. Placed an order on 12/7/25. Delivery date was 12/12/25. Today is 12/20/25 and it has not shipped yet. When I called they said the item was on back order. Would have been nice of them to tell me that when I ordered and paid $225.00. The item is now back in stock, so I asked if they would ship it expedited so I would have it for Christmas and their answer was "no, we can't do that". They also acted like I was annoying for inquiring about my late order.

Absolutely avoid this place at all costs. I placed an order with them and immediately received a "thanks for your order" text message. After 5 days, I began to get curious about my order to find out it was never processed at all. Even worse, I called CS to rectify the situation who said that my situation "wasn't enough" to justify offering me free shipping ($24, mind you) to remedy the situation and save me as a customer. This place is garbage and treats their customers poorly. I will never support them again and will bring my money elsewhere.

Received item that was cheap quality wood and the engraving was terrible. The "engraving" was merely a crooked stamp that half of it wasn't visible. It would rub off within a short time. I was told that customer service would be contacting me in 1-2 days. Instead (almost immediately) I received a new order that would be received in March - this is December and was meant for Christmas. No return instructions were given. Emailed back to the address that said Reply to, and it was returned undeliverable. I wrote to customer service that this was unacceptable and have had no response. DO NOT ORDER.

STAY AWAY

What an absolute disgrace of customer experience.

The explicitly advertise being able to customize and send products on time for the holidays - they even still have this banner on their website right now: "There's still time! Order monogrammed gifts with standard shipping by 12/17 10pm PT for Christmas delivery. SHOP NOW"

I ordered back in November and today less than 2 weeks before Christmas I receive notification that the item is now expected for delivery in January.

Even worse - There's no reasonable way to contact their team:
-Responding to email are undeliverable
-Their chat support hours are limited
-Attempting to talk to their chat support outside supported hours, they have no way to create a ticket for an agent to respond to when they are back online

The most ineffective “customer service” I’ve ever experienced. Total time on the phone was over 1 hour with no resolve! Spoke with three different representatives and not one of them knew what my options were and seemed uninterested. HORRIBLE!!

If I could give 0 stars I would. From reading the numerous reviews, it seems I’m not the only one who encountered an incorrect personalized item and nightmare customer service experience. Ended up disputing the charge with my bank. Never ordering again

Oof please dont pay for "gift wrap". I ordered over $600 of gifts for various family members and paid to have them iindividually wrapped and shipped. Nothing was wrapped and everything came with price tags. I slowly found out by asking around that everyone was confused when they got my gifts and didnt know they were gifts.
When I called the company they put me on hold for 30 minutes to tell me that because I had no proof they werent wrapped they could only refund the cost of wrapping. It was quite condescending and rude.

Ordered 5 items for Christmas. Needed two of them for 10 days after ordering which seemed safe given delivery estimate window far date was two days before I needed it.

No updates. When I tracked the order down, the items just listing preparing to ship.

AI chat feature no help. Transferred me to live agent but then told me too busy now, try later.

Tried later and had to start from the beginning. Was told once they are in “preparing to ship” status, there is no way to expedite shipping.

The estimated delivery date is still showing today’s date, even though it has t shipped. Additionally, 2 other items now showing as back ordered. (Even though one is still supposed to arrive in a few days.)

Bottom line, really antiquated system with inaccurate information at best. At worse, they falsely advertise unrealistic dates and let the poor minimum wage chat assistants deal with the angst.

Will not use this company again.

DO NOT ORDER FROM THIS COMPANY. Ordered the Beckett Waxed Canvas and Leather Travel Pouch, Chocolate with personalization. As advertised, the monogram was supposed to be recessed (dark brown) giving it a high end look. Instead I received a cheap silver, block letter foil job, with smudges/foil spots near the letters. Only option is for them to replace it. This is not a $100, high quality bag. The pictures on the website do not fairly represent the product. False advertising - bait & switch. Avoid, avoid, avoid.

I ordered a small travel jewelry case from Mark & Graham as a gift for a friend, personalized with her initials SLK. When it arrived, the monogram was printed incorrectly as SKL — their mistake, not mine.

When I called to have it fixed, instead of making things right quickly, I was told I had to walk to a UPS store, pay to print a return label, and ship the incorrect item back before they would even start the process of sending a replacement. I’ve now spent over an hour of my time and extra money to correct their error.

This kind of service is unacceptable for a company that prides itself on “personalized” products and “premium” experience. Mistakes happen, but how a company handles them says everything — and Mark & Graham has made it clear they value their process over their customers.

I won’t be ordering from them again and wouldn’t recommend them to anyone looking for reliable service or accountability.

Bought a collar using the size chart. It was too big. Wasn't allowed to exchange it because it was a clearance item and i didn't know it was final sale. couldn't exchange it. WAited 20 plus minutes in customer service to find this out. Never again.

Whole process is just a nightmare with this company. Customer service is the worst. One product got lost in the mail and the other product was the wrong size. I would never order again.

Their luggage LOOKS great, but unfortunately does not stand up to normal travel use (i.e. checked luggage). Handle came off, then the hardcase cracked where one of the wheels are mounted. Worst quality I've experienced as far as luggage goes. May be ok if you're only using it for car, bus, train travel, but forget about airline luggage handling. On top of that, customer service refused to take ownership of the quality issue, so we're stuck with the most expensive and unusable luggage set we've ever bought. Avoid.

I ordered what I thought was a travel bag. What I got waste size of a large purse.I also bought the electronic holder which looks nice but wont hold my tablet with its protective framing. I also ordered the cross body strap. The rings dont fit the purse/tote so the strap is useless. The rings are to small. The bag looks luxurious but ive read reviews this doesnt last. Im highly disappointed.I spent close to 600 for an item to small, an electronic case that doesnt work, and a body strap that doesnt fit the actual bag. I to trusted it was associated with William and Sonoma and pottery barn but I wish I would have just bought a known luxury brand and paid more I would have least got what I wanted or been able to exchange it if not.Never again.