Mark and Graham Reviews

Absolutely horrible customer service combined with cheap, poorly-made merchandise. Shop elsewhere and save yourself serious frustration.

Absolutely terrible customer service. Don't waste money on this company. I ordered a personalized dog bed for my puppy. The boxes arrived damaged, there were multiple unnecessary inserts, and the monogram was completely missing from the cover. The first customer service rep told me I didn't need to return it and ordered me a replacement cover and bed at no charge, which was great. Then days later I got an email saying the replacement was cancelled and I had to return the original. By that point, my dog had already used the bed and had an accident on it. When I asked if they expected me to send back a soiled bed, they said yes with no flexibility. They only offered a partial refund for the missing personalization. I spent three hundred dollars and will never order from them again. Don't throw your hard-earned money at a company this unhelpful.

I've ordered holiday gifts from this company many times for business and client relationships. Unfortunately, I'm seeing the same frustrating pattern repeat itself. I submitted my Christmas order a week before the holiday and the website promised delivery before Christmas. The day before Christmas, suddenly the delivery window shifted to after the holidays, which was disappointing. But what really bothers me is that my orders are now showing as backordered until the end of February. This isn't an isolated incident. Every single time I try to order gifts during the holidays, the dates change after I pay and the delivery gets pushed way past Christmas. For business customers, this creates real challenges with planning and client expectations. The items themselves are fine quality, but you have to be able to count on delivery dates. If the timeline shown at purchase can't be trusted, especially during holiday season, then the service falls short. I can't recommend them for anything time-sensitive or holiday-related anymore.

For a brand claiming to be prestigious, I can get better products and service at a big box store. I ordered on December 14th and the website showed it would arrive before Christmas. Got my order confirmation then nothing. After a week with zero communication, I checked the status myself only to find it was now backordered for over a month. So much for that Christmas delivery promise. Even three weeks later, there was still no word from the company about the delay or when I'd get my order. No transparency whatsoever, which is something this company really lacks. They eventually refunded me, but the whole experience was awful, especially as a first-time customer. This is my last order with them. Way too expensive to be this disorganized.

Bought Christmas gifts on Black Friday and ran into multiple problems. One item had the wrong monogram, another showed up without any monogram at all, and a third item never arrived. When I called customer service, the rep was unhelpful and didn't even apologize. She just said everything was sold out, issued a refund, and told me to send back the wrong items using a return label. We're done shopping with this company.

Do not trust this company. Your items will not arrive on time, even if you pay extra for expedited shipping.

Ordered three personalized gifts in early December. Nothing came gift-wrapped and none were personalized. I got transferred around to different reps and one guy told me there was nothing they could do because they're swamped during the holidays, as if that's my problem. I asked for a supervisor and waited twenty minutes. That call turned into an hour trying to replace one gift. It showed up the next day but was completely wrong. After five separate phone calls, I still haven't gotten a single refund. I placed another order for two different gifts with a promised delivery of December 19th and it sat in preparing to ship status for over a week. Three different customer service people gave me three different answers about my order status. On Christmas Eve morning, I got an email saying one item shipped late and one was cancelled. I'm done with this company. They advertise fast shipping and sales all over their website but it's completely misleading.

I ordered monogrammed glasses that arrived with no monogramming. Then I ordered them again and the same thing happened a second time. Spent thirty minutes on the phone dealing with this. After two mistakes, I expected more than just an apology and a promise to try again, but that's all I got. Terrible company. I'm done with them and the parent company too.

Worst customer service I've experienced. First and last time ordering from them. I placed my order on the seventh, paid two hundred twenty-five dollars, and it was supposed to arrive on the twelfth. It's now the twentieth and it still hasn't shipped. When I called, they said the item was on backorder, which would've been nice to know when I ordered and paid. They say it's back in stock now but refused to expedite it so I could get it for Christmas. They also acted annoyed that I was checking on my late order. Really disappointing.

Avoid this company completely. I placed an order and got an immediate text confirmation. After five days, I decided to check on it and discovered it was never actually processed. I contacted customer service to fix it and they refused to give me free shipping (which cost $24) to make up for the inconvenience or keep me as a customer. Terrible treatment. I'm taking my business elsewhere and won't return.