ComplaintsforThe Bradford Exchange, Ltd.

Name: The Bradford Exchange, Ltd.
Address: 9333 N Milwaukee Ave, Niles, IL, 60714-1303, USA
Telephone: (847) 966-2770

Collectibles

Multi Location Business

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Initial Complaint
11/06/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered 1 item from the "******** Collection" which is a division of the Bradford Exchange. I was automatically signed up for a subscription of items. At no point in my order was I made aware that it was a subscription. I did not want to continue to receive additional items beside my initial purpose. I've requested the subscription be cancelled via email several times and all attempts to communicate via telephone have failed. They have shipped and billed an extra item and are in the process of shipping another for an approximate total of 221 dollars. I did not authorize these charges and cannot get a hold of the company to rectify the situation.
Business response
11/11/2024

November 11, 2024

Customer Relations Advocate
**********************
***********************************************************
*****************

RE: ******** ******
**************************************************************

Case # ********
Account # *********

Dear Customer Relations Advocate:

We are in receipt of your notification, dated November 6, 2024, regarding Mr. ******* complaint.

Concerning the items ************, Trio of Terror and 003, Everyone Likes to Boogie,we have issued prepaid return labels. Upon receipt, we will credit the customers credit card the amounts that were charged. The series has been cancelled. The items were ordered online where it clearly stated that it was part of a subscription:

Each issue will be shipped to you for your review, about one every month or two , at the same low issue price and charged to the credit card on which your order was placed.
Price:$89.98Each Issue
s&s? $14.00

We apologize for any inconvenience caused to the customer.

If Mr. *************** any other questions, he can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.

Sincerely,

******* *****
Client Services

Customer response
11/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as it is carried out and complete. Thank you!

Sincerely,

**** ******
Initial Complaint
11/05/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered a ************ watch on October 21, 2024, paid in full $279 plus the shipping charges. I received the package about 8 days later, opened it and they had sent the WRONG watch. I sent an email as per their instructions - NO RESPONSE! I called their customer service 800 number, got an automated response that they would call me back, that was 7 days ago - NOTHING! I just want my money back or I will call **************** and the BBB and take it up a notch, horrible way to treat Marines.
Business response
11/11/2024
November 11, 2024

Customer Relations Advocate
**********************
*************************************************************************************************

RE: ****** ******
*******************
******************************

Case # ********
Account # *********

Dear Customer Relations Advocate:

We are in receipt of your notification, dated November 6, 2024, regarding Mr. ******* complaint.

Concerning item ************, Stainless Steel The Few And The Proud Mens Watch, we have issued a prepaid return label via email and the regular mail. The customer may choose to replace the watch or have his credit card credited the full amount of $313.75.We apologize for any inconvenience caused to the customer.

If Mr. ****** has any other questions, he can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.

Sincerely,

******* *****
Client Services

ll us why here...
Initial Complaint
11/01/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was enrolled in a subscription plan unauthorized and charged for an additional item I did not order and do not want. Its impossible to get in touch with anyone. When I finally got a call back, the woman had an attitude and hung up on me. I still dont know if my subscription is canceled. She also wouldnt cancel the unauthorized order even though it hasnt shipped yet. I have to wait up to two weeks to get the order, then call back to request a return label, then wait another few weeks for a refund. It seems to be the normal with this scam of a company. After further research it looks like they have done this enough times to prompt a class action suit.
Business response
11/08/2024
November 8, 2024

Customer Relations Advocate
**********************
***********************************************************
*****************

RE: ********** *****
******************
**********************

Case # ********
Account # *********

Dear Customer Relations Advocate:

We are in receipt of your notification, dated November 1, 2024, regarding Ms. ****** complaint.

The series ****** ******* Tribute to Christmas Carols, had been cancelled per the customers request. We have issued a prepaid return label for item ************, Winter Wonderland. Upon receipt,we will credit the full amount of $63.95 on the customers credit card. The order was placed online where it clearly stated that it was an ongoing series. We apologize for any inconvenience this situation may have caused.

If Ms. ***** has any other questions, she can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.

Sincerely,

******* *****
Client Services
Initial Complaint
10/30/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a subscription plan consisting of "***** ****** Flameless Candles Collection" and after my fourth candle, I filled out the "Cancel my Subscription Plan" form on the website. I never received any confirmation email or acknowledgment of receipt. On 10/30/24, I received another candle from the subscription. I looked ALL over the Bradford Exchange Website, there is no way to cancel your subscription. The website directs you to fill out the form that I previously completed and if there is any issues, contact customer service via telephone. I attempted to call **************** but after 1 hour of no answer, I opted for the callback option once a representative was available and I am still patiently waiting for the callback. I just want to cancel my subscription.
Business response
11/11/2024

November 11, 2024

Customer Relations Advocate
**********************
***********************************************************
*****************

RE: ****** *********

Case # ********
Account # *********

Dear Customer Relations Advocate:

We are in receipt of your notification, dated October 31, 2024,regarding Mr. ********** complaint.

Thank you for bringing this matter to our attention. We received an email to cancel the ***** ****** Hogwarts Candle Collection, however, the fifth issue, *********, had already shipped. We value Mr. ********** business and want to save him the trouble of returning his order. There is no need to return, and we have settled the bill and issued a refund to his card. Please allow 3-5 business days for the credit to appear.

We apologize for any misunderstanding , and if Mr. ********* has any other questions or concerns, we can be reached toll-free at **************. The hours of operation are Monday thru Friday 7:00 AM to 6:00 PM CT.

Sincerely,
******** *****
Client Services
Initial Complaint
10/28/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
A Christmas lantern was purchased from the company several years ago. It was a one time authorization and one time purchase. However, the company automatically signed us up for a subscription involving recurring orders. They would ship us recurring items and then try to bill us saying they were not paid for. We are now being contacted by a collection agency saying we have past debt with this company. We never signed up for any type of subscription and should not have a credit agency trying to track us down. We have contacted the company and they told us the account is closed and there is no longer any subscription under our name but the collection agency keeps reaching out. This better not impact our credit score. We pride ourselves on paying bills on time and having a great credit score and should not be suffering because this company took it upon themselves to sign us up for a subscription we did not authorize.
Business response
11/05/2024

November 5, 2024

Customer Relations Advocate
**********************
***********************************************************
*****************

RE: ******* ********
************************************************************************

Case # ********
Account # *********

Dear Customer Relations Advocate:

We are in receipt of your notification, dated October 29, 2024,regarding Mr. ********* complaint.

Concerning item ************, ****** ******* Holiday Lanterns, we have settled the account and cancelled the series. We apologize for any inconvenience this situation may have caused.

If Mr. ******** has any other questions, he can contact us directly.Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.

Sincerely,

******* *****
Client Services

Customer response
11/06/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ********
Initial Complaint
10/28/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Marine painted necklaces not delivered like it's activated 141 78 part. where is the necklace at?
Customer response
10/30/2024
Item was not delivered and it was taken out of my account
Business response
11/07/2024

November 7, 2024

Customer Relations Advocate
**********************
*************************************************************
*****************

RE: ***** *****

Case # ********
Account # *********

Dear Customer Relations Advocate:

We are in receipt of your notification, dated October 30, 2024, regarding Mr. ***** complaint.

Thank you for bringing this matter to our attention. ******** placed an online order for the ***************** pendant necklace,and his order shipped on October 7, 2024, with the tracking # **************************.
Per the tracking records below, the package was unable to be delivered, even though the shipping address on the order matches the address on Mr. ***** complaint. A full refund was issued to Mr. ***** card on November 1, 2024. Please allow 3-5 business days for the credit to appear.

We are sorry to learn that the customer did not receive his order. We would like to suggest that Mr. ***** contact his post office (arrived Oct 11) for further information as to why the package was not delivered even though the address matches.

Please see the following details from the *** site:

Youve Got the Details
Youre seeing what customer service agents would share with you. If you need more support, use the Virtual Assistant or contact your shipper.
10/28/2024
7:03 A.M. Moved, Left no Address
******, **, *************
10/28/2024
4:50 A.M. No Such Number
******, **, *************
10/12/2024
6:28 P.M. Delivered
******, **, *************
10/12/2024
6:10 A.M. Out for Delivery
******, **, *************
10/11/2024
3:28 P.M. Arrived at Post Office
******, **, *************
10/11/2024
2:13 P.M. Accepted at **** Destination Sort Facility
******, **, *************
10/10/2024
11:43 A.M. Departure Scan: Enroute to ****
**********, **, *************
10/08/2024
11:13 P.M. Departed *** Facility
***********, **, *************
10/08/2024
7:11 P.M. Package processed
***********, **, *************
10/07/2024
4:04 P.M. Order information received
*************

If Mr. ***** has any other questions or concerns, we can be reached toll-free at **************. The hours of operation are Monday thru Friday 7:00 AM to 6:00 PM CT.

Sincerely,
******** *****
Client Services
Customer response
11/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *****
Initial Complaint
10/28/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
To Whom It May Concern,I am writing to formally complain about The Bradford Exchange, citing violations of my consumer rights. As an American, I am protected under the Consumer Bill of Rights of 1962, introduced by President *******, which grants the right to safety, to be informed, to choose, and to be heard. The Bradford Exchange has failed to uphold these rights in my case.Right to Choose Violated The Bradford Exchange charged me for a ********************* Sculpture" I did not order or agree to receive. This unauthorized billing violates my right to choose freely, as I never requested or authorized the product.Right to Be Informed Ignored My efforts to contact The Bradford Exchange by phone and email to resolve this were disregarded. I requested to speak with a senior representative, but received no response. This failure to communicate is a clear breach of my right to be informed.Right to Be Heard Disregarded Despite notifying the company that the charge was unauthorized, my concerns were ignored, showing a lack of respect for my right to be heard.Consumer Fraud Engaged The Bradford Exchanges actions align with deceptive practices, such as charging for unrequested items, failing to notify me of the use of my credit card, and coercive sales tactics.Request for Immediate Action I have disputed the charge with my credit card company and blocked the merchant. I now request the following:Cancel all charges and ensure no future billing.Remove any accounts or records associated with me.Issue a full refund.Confirm in writing that these actions have been completed.This complaint is about upholding the integrity of consumer rights. I expect swift action to resolve these issues, failing which I may seek legal remedies or report the matter to consumer protection agencies.Sincerely,*********** *****
Business response
11/04/2024

November 4, 2024

Customer Relations Advocate
**********************************
*********************************************************
*****************

RE: *********** *****
*************************************************************************************************

Case # ********
Account # *********

Dear Customer Relations Advocate:

We are in receipt of your notification, dated October 28, 2024, regarding Mr. ****** complaint.

Concerning item ************,M-I-C-K-E-Y, the account has been settled and the series hasbeen cancelled. The series was ordered online and clearly stated this item was part of a collection. We apologize for any inconvenience this situation may have caused.

If Mr. ***** has any other questions, he can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.

Sincerely,

******* *****
Client Services

Customer response
11/04/2024

Complaint: 22478809

I am rejecting this response because:

Dear *************** ******* *****:

I am writing in response to your email concerning item ************, M-I-C-K-E-Y. Regardless of the information on your website regarding this item being part of a collection, I wish to assert that, under the Consumer Bill of Rights of 1962, introduced by President **** F. *******,my consumer rights have not been upheld in this matter. This legislation established essential rights for consumers: the right to safety, the right to be informed, the right to choose, and the right to be heard.

I want to clarify that I did not make any purchase related to this item,nor have I received M-I-C-K-E-Y. I believe this situation constitutes fraud either by The Bradford Exchange or another party involved. As a result, I have contacted my financial institution to place holds on all payments and have closed my account to prevent any unauthorized transactions.

Steps Taken and Request for Immediate Resolution

I have already contacted my credit card company to dispute this unauthorized charge and have taken the necessary steps to block The Bradford Exchange from accessing my financial accounts. Despite my efforts to prevent further issues, I am still seeking a proper resolution from The Bradford Exchange directly. As a consumer whose rights have been violated, I expect the company to take the following actions immediately:
Cancel any and all charges associated with this fraudulent transaction and ensure that no future charges are attempted.
Remove any accounts or records linked to my personal information from The Bradford Exchanges systems.
Issue a full refund for any charges related to this unauthorized transaction, including any fees incurred.
Provide written confirmation that these actions have been taken to resolve this matter.

Thank you for your time.
*********** Smith
Business response
11/08/2024

November 8, 2024

Customer Relations Advocate
**********************************
*********************************************************
*****************

RE: *********** *****
***********************************************************************************************

Case # ********
Account # *********

Dear Customer Relations Advocate:

We are in receipt of your notification, dated October 28, 2024, regarding Mr. ****** complaint.

Concerning item ************, M-I-C-K-E-Y, the 2nd shipment in the ****** ****** Mouse Retro Sculpture Collection. The account has been settled and the series has been cancelled. The account has been noted and flagged to not accept any orders as requested by the customer. We apologize for any inconvenience this situation may have caused.

If Mr. ***** has any other questions, he can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.

Sincerely,

******* *****
Client Services
Initial Complaint
10/23/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On Wednesday, October 23, 2024 Bradford Exchange charged me $144.39 for product Order #*************** which I already paid $144.39 for. My email at 8.59 am specifically requested a refund for this item because the order is backordered until December and I have already waited about two months for this item. I called my credit card company because the notice I received stated I was over my limit because of the $144.39 extra charge. I called Bradford Exchange and waited over twenty minutes online and then the business closed for the day.
Business response
11/04/2024

November 4, 2024

Customer Relations Advocate
**********************
***********************************************************
*****************

RE: Breggetta *********

Case # ********
Account # *********

Dear Customer Relations Advocate:

We are in receipt of your notification, dated October 24, 2024,regarding Ms. ********** complaint.

Thank you for bringing this matter to our attention. When online orders are placed, the credit card payment is authorized/pending. The Turquoise Pride of the West Pendant Necklace shipped and was billed $144.39 on October 24, 2024. Once the payment is billed, the pre-authorization is reversed.

We apologize for any inconvenience this has caused , and if Ms. ********* has any other questions or concerns, we can be reached toll-free at **************. The hours of operation are Monday thru Friday 7:00 AM to 6:00 PM CT.

Sincerely,
******** *****
Client Services
Initial Complaint
10/23/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They sent the wrong item at first order. It took 3 weeks of constant hold times and redirects to even reach anyone. Then, they not only sent the wrong item AGAIN they're trying to force two to three weeks for a refund, and all of this is due to their complete and utter incompetence, lack of service, and failure to even pay attention to what is even going on in their own company. This absolutely unacceptable, and is not the first time they've tried to pull this nonsense. Trying to force someone to pay for an item they NEVER ORDERED is bad enough, but to spout some unbelievable nonsense about taking two to three weeks for a refund, was the last straw. I not only want that refund NOW, I will be filing another, formal, complaint with the BBB, in order to help people avoid this fly-by-night train wreck of a so called company.
Business response
11/01/2024
TelNovember 1, 2024

Customer Relations Advocate
**********************
*************************************************************************************************

RE: ****** *******
*********************** Apt.F
***********************

Case # ********
Account # *********

Dear Customer Relations Advocate:

We are in receipt of your notification, dated October 23, 2024, regarding Mr. ******** complaint.

Concerning the online order the customer placed, he stated that he received two incorrect items. We have credited the account $109.11 on October 9th for item ************,Mystic Treasures and $98.56 on October 30th for 002, Crimson Elder. The credits will appear on the credit card statement within 3 to 5 business days. The customer was instructed not to return the items. The series has been cancelled. We apologize for any inconvenience this may have caused the customer.

If Mr. ******* has any other questions, he can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00 p.m.

Sincerely,

******* *****
Client Services
l us why here...
Initial Complaint
10/23/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered checks Oct 4 Order# ************ and received an email stating my order has shipped on 10/11/24. My card was debited $11.79 on the same date. Bradford Checks use **** for shipping I have Informed Delivery and when **** receives a package I get a notification automatically with an expected delivery date The notifications update with any new information automatically Bradford says my order shipped but **** has not received the package to this day These are checks with all my bank information which if cashed by someone else they will be processed by my ********** has suggested setting up another account before a fraudulent check goes through to avoid damage to my account All I want is the checks I paid for to avoid the trouble setting up a new account I've had for 17 years

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BBB Rating & Accreditation

Accredited Since: 8/1/1989

Years in Business: 51

Customer Reviews are not used in the calculation of BBB Rating

Reasons for BBB Rating

Contact Information

9333 N Milwaukee Ave

Niles, IL 60714-1303

Visit Website

(847) 966-2770

Business hours

7:00 AM - 6:00 PM

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Customer Complaints Summary

970 total complaints in the last 3 years.

270 complaints closed in the last 12 months.

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ComplaintsforThe Bradford Exchange, Ltd.

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