Mark and Graham Reviews 

Super cheaply made. I bought a passport holder and a supposedly matching luggage tag. The colors of the “leather” are different. They do not match. And the quality of the workmanship and material is terrible for the price. I am shocked they are associated with brands like Pottery Barn or Williams Sonoma. Wish I had dug in more before buying from them - I just assumed that any company in that family of brands would be ethical and decent. I assumed wrong. Stead clear.

I mistakenly thought Mark and Graham was a luxury brand and experience because the prices were so high. I ordered something personalized for a baby gift and paid for expedited shipping. After the pkg failed to show up on the day it said FedEx was delivering it, I began to call and call and call. Each day they told me I had to wait until the pkg arrived for me to receive any credit. In the meantime because they couldn’t locate the pkg. it did finally show up 8 days after it was scheduled to. When I called back, the mgr refunded me the expedited shipping and nothing more. The quality of the personalization was marginal at best, the cost was $174 plus tax and shipping—so not cheap by any means. This was my first and LAST order with them. The customer service rep was very polite but the company experience is the worst. I told them to go to chewy.com who has the most outstanding customer service, willing refunds the entire purchase price if you aren’t satisfied and understands it creates repeat customers. Don’t waste your time with Mark and Graham until they change their policies. Ugh.

Purchased a leather weekend bag a year ago. Zipper strap broke immediately but I paid to have it fixed. Now the inside lining is shredding and they claim this is normal wear and tear. It is not. It's poor workmanship and they do not stand behind their products.

I bought a cooler bag from Mark & Graham and loved it the 5-6 times I got to use it. However the zipper just broke and they refuse to send a new one to replace it or offer a refund. It was not a cheap bag and it is completely defective. If you can't close it, nothing stays cold. I loved the bag for the handful of times I got to use it. But very disappointed at how bad the quality is.

Strap broke on a leather bag I purchased for my boyfriend approximately one year after purchase; customer service referred me a local shoe repair shop.

I’ve had two frustrating experiences with Mark and Graham in the past month, both involving orders being unexpectedly placed on backorder without any notification. I called customer service on 5/15 before placing my order to confirm the item was in stock. I was told it would ship on time—only to find out days later (by logging into my account myself) that it was backordered again. No email, no alert, nothing.

I sent a customer service email on May 23rd that went completely unnoticed. When I followed up by phone, I was just bounced around to different agents and ultimately told it was "too late" to cancel the order—even though the mistake was on their end.

This kind of miscommunication and lack of accountability is really disappointing—especially when it happens more than once. Based on these repeated issues, I’ll definitely be thinking twice before ordering from Mark and Graham in the future.

This was my first time ordering from Mark and Graham and it will be my last. The wrong wallet came and customer service tried to correct this by sending the correct one but again, the same wrong wallet came, and again. On top of that, I kept having to return the wrong items sent to me (how is this my fault). I think better customer service would’ve been to send me the CORRECT item and not have to keep returning the wrong ones sent to me. I had to go to ups three times. It was also monogrammed so not sure how they plan to use that anyway….the last time the customer service lady asked if I wanted them to try replace it with the right one again…I asked how can they 100% ensure I will get the wallet that I’ve now ordered 3 times and she said it doesn’t seem like they can promise that. Because of this I did not have a gift to give to my partner on our anniversary.

Ordered two items they charged me and said they were shipped but never received. UPS says it has not received the items from them. Customer service said a label has been created but no pick up yet and they keep saying that. Still have not received items. Have never had a problem like this before. DO NOT order from this company.

JUST DO NOT ORDER FROM THIS COMPANY!
SECOND TIME LESSON LEARNED.
SAME ISSUE ONE YEAR LATER! PLACED AN ORDER, NEVER RECEIVED THIS LAST ORDER WAS PLACED ON APRIL 21, 2025, RECEIVED 3 SHIPPING UPDATES CALLED TODAY, MAY 22, 2025.. GUESS WHAT? THEY CAN'T FIND THE ORDER, IT WAS "LOST"!! THIS WAS A GRADUATION PRESENT THAT I NEEDED BY MAY 10TH! I WAS TOLD WHEN I ORDERED IT WAS GUARANTEED TO SHIP, AND I PAID EXTRA FOR QUICK SHIPPING. NEVER AGAIN!!! HORRIBLE COMPANY!!

I ordered the clear bag that I wanted to use for a concert but never arrived on time. According to the shipping information they have on their website, standard UPS delivery for orders placed by Monday, May 5th, should arrive on or before Friday, Nay 9th. I placed my order on Sunday, May 4th, however, this unreliable Mark & Graham, didn't ship my order until Thursday, May 8th. I sent them an email but never heard back from them!Their customer service is non-existent! I would avoid this company at all cost!!

Zero customer service. I bought the wrong bag by mistake, but got it monogrammed, so I couldn't return. I asked for a discount to reorder (and rebuy bags that cost me over 200$) and all they could offer me was a 10$ discount. Seriously? I get I can't return, but now you want to profit off my mistake too? Never again buying from here.

The bags I got are also not worth the money paid. There is no way their profit margin isn't crazy high with the materials used. Very disappointed.

Absolute rip-off. Bought a carry-on bag for $400 and the wheels are gimpy and don't turn properly, the overall quality is poor, and it has a tiny capacity. I bought it because of it's front loading pocket that I thought would be handy for my laptop, etc. thus eliminating the need to carry another bag on short trips. I packed it for an over-night trip, with laptop in front compartment and now the bag tips over if I don't hold it up. I also bought their packing cubes which were on sale for $100 instead of $150, and they turned out to be super thin, shapeless flimsy little sacks that look and feel like a dollar store item. Don't get your stuff monogrammed like I did, now I can't return this garbage.

I ordered customized pajamas for a bride to be. They came in a ripped bag with random tape on it that was terribly dirty. I take them out and there’s loose thread all over them and they are completely see-through. They have almost no way to contact them through their website easily, but after digging you can find a phone number. I called and was directed to send photos to an email. This email never responded to me so I followed up. Then had to follow up by adding their B2B email for them to finally respond. Then another email randomly sends me a return postage, no speaking with me, discussing options, nothing. This is a monogrammed piece which, knowing their quality, is no doubt going to be reused and given to someone else who orders from here. Disappointing as I know have to rush to find good quality custom pajamas before the bachelorette and am short $100+ until a return can be processed.

I bought luggage from Mark and Graham a little over a year ago and after travel my top handle was broken (unable to use), and there was a broken side piece with a screw showing through. I called the company and they said they were unable to send replacement parts, fix it, or replace it. Not worth the cost of the luggage!

I just had a horrible experience with Mark & Graham.. Purchased monogrammed charms that were 68 dollars, and not worth much more than 15 Dollars. These charms were gifts, and were super poor quality & the charm itself was very small,. So I called cust service saying that I was very disappointed with my purchase the Rep put me on hold asked someone for approval to return the charms, and the answer was 1 time only would they return & the Rep told me they would credit my original form of payment , so my Credit card would be credited for 360.00…. I returned the order to only find out I was receiving a E Merchandise credit to shop at a couple of stores that were hooked with Mark & Graham.. I was very upset that I was told my Credit Card would be credited, and nothing was ever mentioned about a E Merchandise Credit… They clearly do NOT back up what they tell you in cust Service.. Don’t ever order from Mark & Graham unless you want to be totally unhappy with your purchase… Horrible company that doesn’t back their products…

PMS

The handles fell off and the luggage spilt. Very nice looking but very poor quality. I tried to contact customer service to make a warantee claim, no reply. it makes no sense to get a replacement ecause the uality is so poor.

I bought their electric (battery operated) wine opener less than a year ago, and out of nowhere it quit working. I tried changing the batteries to no avail. I can't get in touch with customer service, and that is frustrating. This company is not as distinguished as the name suggests.

I purchased luggage from Mark & Graham, but it was delivered to the wrong address, and they weren’t any help in resolving the issue. After much effort on my part, I was finally able to retrieve it. Because of this mistake, I didn’t receive it at the time I had anticipated, so I returned it.

Weeks later, I called to check on my refund, only to be told it hadn’t been received. After I provided proof of delivery, the representative checked the system and noticed that two tracking labels had been accidentally generated for the return. Once they found the correct information, they saw that my return had actually been received over a week earlier. The representative assured me that she had processed the refund and that I should see it reflected in 3–5 days.

Despite this, I still had to call 12 more times before finally getting my money back.

The customer service representatives were polite, so I don’t blame them personally. However, the system is deeply flawed. Because they took so long to process the return, my credit card had expired, and the refund couldn’t be issued. They never notified mE—I had to call and ask why I hadn’t received my money after being told it would be refunded in a few days. Each time I spoke with someone, they thought the issue had been resolved, yet nothing was happening. It wasn’t until I filed a complaint with the Better Business Bureau that I finally received my refund—more than a month after they had received my return.

I asked for a goodwill gesture, which should have been a given considering the major inconvenience. Their response? A pathetic 15% off an order of $100. I was shocked and insulted. As a business owner, when I make a mistake, I own it and make it right—especially when the customer is significantly inconvenienced. At the very least, I expected a reasonable discount with no minimum purchase requirement. Instead, Susan—the representative I was dealing with—simply stopped responding.

They completely stopped messaging me and no longer responded through Better Business Bureau, email, or chat. Their lack of accountability for their errors in processing my refund is disgusting. I will never do business with Mark & Graham or any Williams Sonoma brand again.

I got a commuter 2-1 bag from them . It had the worst hold of all bags I have ever owned for suits and shirts. They get crushed and need full ironing all over again. Horrible!

BEEWARE — MONOGRAM IS JUST A STICKER! I ordered a ceramic trinket tray and a bamboo handled lacquered tray and the monogram on both is just a cheap sticker that I’m sure will peel off. Cheap AND tacky. And they charge $15 For a monogram that is really just a sticker Seriously? Will not buy from them again.