Mark and Graham Reviews 

TRUST ALL OF THE NEGATIVE ONLINE REVIEWS ABOUT THIS COMPANY. I read multiple negative reviews about Mark & Graham, on this platform and others, but decided to give the company a try anyway. Boy, did I learn my lesson. This company is a scam, and you are almost guaranteed to be disappointed. Customer service is useless and not willing to help.

This is a follow up post regarding my June purchase that never showed. With a CS function that has NO email communication, I'm just constantly being told on the phone by their agents that the charge upon my order confirmation was just a 'pending authorization' and ultimately because they were unable to charge my credit card (and seemingly quoted me a wrong one they had on file, unsure if it's an intentional scam), they had to cancel the order. They also had the 'Track My Order' site display it was cancelled and no amount was ever invoiced. My bank has just verified that the amount was charged, already paid out in my last month's statement, and no refund is seen. Now I need to go back and ask for a refund which seems to be an unlikely outcome given how adamant their agents have been in blaming the consumer. This is a very irresponsible and unresponsive company.

Luggage looks fantastic but for the price I expect to be able to order replacement wheels and the little plastic “feet” on the side of the bag. They do not sell replacement parts even though it is all accessible from inside the bag - it would be so easy. Instead they told me I need to replace the bag entirely.

I have just concluded a phone request for assistance in questioning a product that was gifted to me about a year or less ago by a dear friend which has deteriorated to the point of uselessness! There was absolutely NO apology or concern about my predicament or inconvenience! The product in question is a small leather change purse in a plaid design whose monogram has faded and a zipper that has broken! I cannot say I have used this item to the point of destruction like the customer service rep implied! The policy for correction of this defect is 90 days! This is the outrage! Their products are NOT inexpensive but their quality is substandard for sure! I will not be ordering any future items from this company and will be warning my friends and relations to do the same! What happened to “The customer is always right”??? Mary Ellen Collins

Do not purchase from this company. Like other comments, they have a deceptive return policy. Sites will typically say Final Sale next to the price. Unfortunately M&G will only post that information after you scroll down the page under a drop down. Their customer service is not forgiving and will not honor a return despite this experience.

Received my order: monogrammed tray absolut garbage for $230. Returned. Gold handles had discolored spots, and there was a lot of speckles around monogrammed initials. Very disappointed.

I bought a leather Fanny pack 2 month ago and the leather already fading away, it shows bad quality leather. I spent $180 for a cheep quality.Bad purchase!

I purchased the Mark and Graham terminal 1 luggage. The quality was terrible, things fell off after first use with the original purchase and the replacement revealing sharp screws. The return process was equally terrible. I had to call twice and the second time was more than an hour long. The rep was great but the system limitations and waiting for approval took a long time. Then they only offered refunds via a gift card or original card purchased.

The company has many items on their website for sale which are final sale, but are not clearly marked as such. I discovere one of the items I purchased was a final sale item when I tried to return it, as it was of poor quality and I did not want to keep the bag. There was no notation that the item was final sale in the cart. When I called to ask why the item was not returnable, it was brought to my attention that in the final checkout screen, right before your payment is processed, there is a line in small print (which is not easily visible) that the item was a final sale item. Nowhere in the cart or the prior checkout screens was it noted that the item was final sale. While I don't mind buying final sale items when I clearly know they are final sale, I can't respect a company that uses small deceptive print to indicate an item as final sale effectively tricking some buyers into purchsing an item that they aren't aware is final sale. I will not be purchasing anything from this company again.

I wish I had read the reviews. I ordered a bag, the order confirmation had one price but they charged my credit card a different price, higher by $30+ When I called customer service, they refused to look at screen shots from my credit card statement and told me it was my problem. I escalated it to a manager after more than 30 minutes of trying to get it resolved, who first tried to blame me for their overcharge, then tried to say it was the credit card company's fault. How is that even possible? The credit card company posts what they receive.Then they tried to tell me that my transaction wasn't proof they overcharged me. Excuse me? There's one order in the system and one on the card - one of one. They continued to decline to look at evidence they mischarged me and more or less called me a liar. WOW. I sent through a chargeback and am waiting. This company does not care about its customers, as evidenced by their poor rating. They're owned by William Sonoma and West Elm and so I'll be steering clear of all of those brands.

Essential Hardside Luggage has no warranty. I just called Mark and Graham about their essential hard side suitcase and was told there is no manufacturer warranty and they only have 30 days guarantee. I only checked in the luggage two trips since purchase — first time there was a bump and second time a crack. How can almost $200 suitecase not withstand 2x check in. Never buying from this store again. I was so excited about the product and been eyeing it for years but for the price I hesitated and read great reviews.

Buyer beware!!! Terminal 1 luggage is not up to hype. Not worth money!! I paid more than $700.00 for 2 pieces of this luggage!! After one flight, that’s correct, one flight, the luggage has non repairable dents, and the outer plastic is cracked & so breached. For $700 I expected much more durable luggage. When speaking with customer service supervisor, Mike, He said that and plastic cracking& dents was not covered under the lifetime warranty. That because he knew his job is the Deflect and protect the companies money. When I asked what was Icovered, he Directed me to their i . So I asked the question; do you want to spend this much money on luggage and be treated like I have stated above. I now have to replace luggage that literally would have looked better if the plane crashed. This is what you should expect from Mark and Graham luggage company, High end luggage, in price only. It won’t survive the trip, is their new motto.For better value & no expectations I’m going to buy luggage from goodwill !!
I have the pictures to prove it.

While this company was once renowned for its top-notch product quality and outstanding customer service, my recent experience has left me deeply disappointed. During my latest order, I inadvertently forgot to request gift wrapping, a service I usually rely on. Upon realizing my mistake, I promptly reached out to their customer service team, hoping to rectify the situation.

Unfortunately, my encounter with an agent named Daisy was far from pleasant. Despite my willingness to cover any associated costs, her response was curt and unhelpful: a flat-out "no." Seeking alternative solutions, I inquired further, only to be met with the same dismissive attitude. When I requested to speak with a supervisor, the exchange only worsened. After enduring a lengthy wait, the supervisor, who identified herself as Karen without any introduction, reiterated the company's unwillingness to accommodate my request.

This encounter has left a sour taste in my mouth. Despite having previously praised their exceptional customer service, it's clear that something has changed. The lack of empathy and unwillingness to collaborate on resolving a simple issue speaks volumes about their current standards. To spend $80 on a graduation gift, only to receive it without the requested gift wrapping, is disheartening.

As a result of this disappointing experience, I've made the decision to cease future purchases from this company. It's regrettable to see such a decline in the once-exemplary customer service that I had come to rely on.

Caveat Emptor-

The warranty is NOT lifetime and is VERY limited.

Which is disappointing as I not only purchased myself a set, I also purchased a set for my daughter, son, husband and mother. That is upwards of $2500+ in luggage alone. This is not inclusive of what I/we spend in the other Key Reward Brand stores such as Williams &Sonoma, West Elm or Pottery Barn.
I have now been told that replacing the damaged piece with exposed screws sticking out the side is not an option. Very saddened by this as Mark & Graham cut corners and used plastic to cover the screws and did not use an adhesive or bonding agent to ensure the covers would not come off exposing the screws.

This is very frustrating as clearly the piece that covered the screws must of been defective much like a Boeing plane.

I will likely be reconsidering who I choose to do business with going forward and this now includes all Key Brands: Instead of Williams and Sonoma, I will be looking to Sur La Table and Instead of Pottery Barn, I will go to Ballards.

Disappointing as I needed custom drapes made from Pottery Barn. I am thinking that Ballard, while more expensive would be a much better choice.

Thank you and kindest of regards,

Monica Graham Hofmann

***Date of Purchase 11/2023
Incident occurred returning from Myrtle Beach, SC on 4/7/24.***

I wish I had read the reviews as well. Their website is awesome and with the pricing you think the products would be super high quality. Don’t order the monogram! It’s just a sticker on the luggage that you could order online. Not embossed or engraved. No returns on monogrammed (or sticker) items when you could easily pick the letters off. The luggage is flimsy and plastic. This company is a rip off.

My order came to $149.81. To qualify for free shipping it needs to be $150. I called two different people to see if they would waive the shipping for 19 cents and they said no. I guess it is not worth a sale to them as I didn't purchase the gift!

I ordered a beach bag that shipped super quick! Its so cute and came with no imperfections. I’m shocked by the bad reviews

I purchased a Carry-on bag for $199.00, item #4062780. When I purchased the bag they told me that it came with a limited life time warranty. Due to covid, since I didn't travel, it remained in my closet, it was brand new, when I used it the beginning of March, The button to the lock broke off during normal usage. I assumed that it was a manufacturers defect. When I called the customer service number I spoke to a lovely woman Named Brianne. She referred the call to her manager Amy who asked for a picture of the luggage. I forwarded a picture to her and she decided that there was "too wear and tear on the bag" AFTER ONE USE ? , I wish I could attached a picture here for everyone to see, its brand new except for the missing button. Like most of the other reviews here, I now regret not reading the other reviews.!

I was sent a bag with the wrong monogram, was promised a replacement 2 months ago. call every week. get the same response, no refund, have to wait for the replacement that never arrives. customer service is terrible. do not purchase from this company, they are unwilling to resolve an issue.

I have the expanded terminal 1 checked suitcase. On the first flight, one of the four legs came off and screws were left sticking out. I contacted customer service and they said there was nothing they could do as the damage occurred after it left their facility. All I wanted was a replacement piece that probably cost them $1. I ordered several items from them as Chistmas gifts and while those items are fine so far, I will NEVER order from them again!