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Bradford Exchange, Ltd.-The

Additional Locations

Phone: (847) 966-2770 Fax: (847) 966-3121 View Additional Phone Numbers 9333 N Milwaukee Ave, Niles, IL 60714 View Additional Email Addresses http://www.bradfordexchange.com View Additional Web Addresses


BBB Business Reviews may not be reproduced for sales or promotional purposes.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Bradford Exchange, Ltd.-The meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Bradford Exchange, Ltd.-The include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 514 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

514 complaints closed with BBB in last 3 years | 151 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 128
Billing/Collection Issues 44
Delivery Issues 47
Guarantee/Warranty Issues 28
Problems with Product/Service 267
Total Closed Complaints 514

Additional Complaint Information

The complaints concerned, merchandise paid for and never received, harassment for payment regarding items never ordered, and delivery dates delayed. The majority of the complaints allege slow delivery and errors in billing.

Customer Reviews Summary Read customer reviews

67 Customer Reviews on Bradford Exchange, Ltd.-The
Customer Experience Total Customer Reviews
Positive Experience 4
Neutral Experience 1
Negative Experience 62
Total Customer Reviews 67

Additional Information

BBB file opened: March 01, 1973 Business started: 01/12/1973 Business started locally: 01/12/1973 Business incorporated 02/08/1962 in IL
Type of Entity

Corporation

Business Management
Ms. Kelsey Blair Mr. Richard Tinberg, President & CEO Mr. Robert Benton, Director, Client Services Mr. Ken Gustin, Chief Administrative Officer Ms. Ann Hamilton, General Counsel Ms. Christine Hamilton, Supervisor Ms. Victoria Johnson, Vice President-Client Service & Fulfillment Mr. Kristofer King Ms. Stacy Sears, Sr. Mgr of Order Processing & Customer Operations Mr. Donald Vaccarello, Vice President
Contact Information
Principal: Ms. Kelsey Blair
Principal: Mr. Richard Tinberg, President & CEO
Business Category

Collectibles Mail Order & Catalog Shopping Clocks - Wholesale & Manufacturers Gift, Novelty, and Souvenir Stores (NAICS: 453220)

Alternate Business Names
Ardleigh Elliott Ashton Drake Galleries Bradford Authenticated Bradford Editions Bradford Exchange Bradford Exchange Checks Bradford Mint Breed Perfect Collectibles Today Collectibles Today Network Collectiblestoday.com Hamilton Authenticated Hamilton Collection Hamilton Collection - The Hawthorne Village Studio Hummel The Ashton-Drake Galleries, Ltd. The Bradford Exchange The Bradford Exchange Check Company, LTD The Bradford Group The Hamilton Collection Van Hygan & Smythe
Additional Information

On May 14, 2007 the Better Business Bureau was notified of the circulation of what are believed to be fraudulent checks being sent to consumers and bearing The Bradford Exchange name. The checks in question are included with a "prize notification" letter, and allege that the consumer receiving the correspondence is a winner of a large sum of money. The BBB would like to advise consumers that this type of offer is not legitimate and is a new version of the Check Scam, where a consumer receives a check, is instructed to deposit it, and then requested to forward fees for "taxes" or "processing fees". There are in fact no funds behind the check, and the consumer subsequently forwards his or her own money to the outfit requesting it.

The Bradford Exchange is not affiliated with the correspondence or its sender in any way. The entity who is issuing these letters and checks is misrepresenting and misusing the company's name, address, and identity.

Consumers are encouraged to send the fraudulent solicitation letters to their local Postal Inspection Service Branch. To find the location nearest you, please go to http://www.usps.com/ncsc/locators/find-is.html and type in your city and state or zip code. After doing so, you will be given the appropriate location and phone number that you can contact.

For Chicago and local residents, please go to:

433 W Harrison St FL 6
Chicago, IL 60699-0002

Phone : 312-983-7900
Fax : 312-983-6300

Products & Services

This company offers direct mail sales and collectibles. This company offers collectors dolls.


Customer Review Rating plus BBB Rating Summary

Bradford Exchange, Ltd.-The has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 854 Golf Lane

    Bensenville, IL 60106

  • 9200 N Maryland Ave

    Niles, IL 60714

  • 9204 Center For The Arts Drive

    Niles, IL 60714

  • 9210 N Maryland St

    Niles, IL 60714

  • 9307 N. Milwaukee Avenue

    Niles, IL 60714

  • 9309 Milwaukee Avenue

    Niles, IL 60714

  • 9333 N Milwaukee Ave

    Niles, IL 60714 (847) 581-8351 (866) 907-3607 (847) 581-8870

  • 9333 N. Milwaukee

    Niles, IL 60714

  • P.O. Box 842

    Morton Grove, IL 60053

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/1/2016 Advertising/Sales Issues
4/26/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Their website states the ******** ******* is advertised for $2.45 "Easy, affordable protection: Only $2.45 per box, Advances funds up to $25,000" and realized an hour later we were charged $11.90!!!! Why was it advertised at one price yet we were charged almost 5 times as much? When I emailed them, I only get canned responses.

Desired Settlement: They need to correct their website and stop ripping off customers!

Business Response:

April 21, 2016

Ms. ****** *******

Customer Relations Advocate

Better Business Bureau

330 N. Wabash Avenue, Suite 2006

Chicago, IL 60611

RE: Cameron *******                                                            

**** ******** **** *** **                                                    **** ******** *** *****

Case # ********

Account # 6********

Dear Ms. ********

We are in receipt of your notification, dated April 21, 2016, regarding Mr. ********* complaint.

Our records show we received an order for 2 boxes of the “Seattle Mariners MLB” personalized checks on April 15, 2016. The order included the 2 boxes of checks at an introductory price of $14.39. There were two add-ons that were selected during the ordering process that included our ******** ***** ***** ********** ******* for $2.45 per box and our Identity Restoration Program at the price of $7.00. The total for the ******** and Identity Restoration programs together are $11.90.

We apologize for any confusion during our checkout process. We understand that mistakes do happen, and in the interest of keeping good client relations, I have credited the $7.00 to Mr. ********* account leaving a total balance of $19.29 for the checks.

If Mr. ******* has any other questions, he can contact us directly at 866-551-8965; our hours are Monday through Friday, 7:00 a.m. to 6:00 p.m. (CT).

Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future.

Sincerely,

Tofer ****

Client Services


Consumer Response:
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,

C *******

4/26/2016 Delivery Issues
4/22/2016 Delivery Issues | Complaint Details Unavailable
4/22/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased 3 items and returned them. I recieved credit for one but not the other 2 ( I have tracking slips) So my ****** acct did a charge back. Now Bradford exchange wants 69.00 from me. Thay are saying I returned 2 items and recieved credit for 3. They want the difference back. actually, I returned 3 items and recieved credit for 3. Why should I pay 69.00 for an item I sent back to them I have 3 tracking slips, one for each item I returned. The tracking slios required signed confirmation. A Bradford employee had to sign for them.I am able to prove everything. They won't listen.

Desired Settlement: I want them to stop sending me a bill and totally remove my name from their mailing list. I would never do business with them again.

Business Response:

April 19, 2016

Ms. ****** *******

Assistant Manager

Direct Retail Services

Better Business Bureau

330 N. Wabash Avenue, Suite 2006

Chicago, IL 60611

 

RE: Ms. **** *********                                                         Case # ********

35902 N. 11TH AVE.                                                             Account # *********

PHOENIX, AZ 85086-0500

 

Dear Ms. *******,

 

We are in receipt of your letter dating April 19, 2016 regarding Ms. *********’s complaint.

 

After considerable evaluation of her account by our credit department, we have settled the balance on her account so that she will no longer receive invoices regarding the three pieces she was mailed. We have marked all items as returned and she has been refunded via ****** and her credit card.

 

If she has any additional questions or issues, we ask that she call us directly at the toll-free number below. Thank you.

 

Sincerely,

Kelsey *****

Client Services

************

Consumer Response:  
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,

**** *********

4/21/2016 Problems with Product/Service | Complaint Details Unavailable
4/14/2016 Problems with Product/Service
4/12/2016 Billing/Collection Issues | Complaint Details Unavailable
4/8/2016 Delivery Issues
4/5/2016 Delivery Issues
3/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a doll for my granddaughter, then saw a picture up close and realized that it wasn't something she would like. I cancelled the order WITHIN AN HOUR of making it. it was on a Saturday. I emailed, and also called and left a message to cancel. I didn't hear anything so on Monday, I emailed again and called again & left message. 3 days later, I received an email from them saying Oops, it's already shipped and just send it back when I got it. Which I did. It was sent back to the **** address in Niles! A month later, I emailed them having not received the initial $***** back and they said oh, it takes 30 days to process a refund. Hang on. Then they charged my card again. Now after being charged in Jan and in Feb, they have charged me AGAIN! And when I email, all of a sudden they don't have the doll! Huh? They are lying, as the doll was received on a Friday and I took it back to the post office on the following Monday. They have the doll and this is getting ridiculous. You can't tell me you can't cancel an order made on a Saturday but ship it out on Tuesday and oops, too late? I have nothing positive to say about this company and just want my money back. Hurting a senior in this manner is just ridiculous and they should be ashamed of their business practices.

Desired Settlement: Complete refund of the $***** they have charged me.

Business Response:

March 28, 2016

Ms. Esther *******

Assistant Manager

Direct Retail Services

Better Business Bureau

330 N. Wabash Ave., Suite 2006

Chicago, IL 60611

RE: Ms. ******* ********

PO Box **

******, VA *****-00**

Case # ********

Account # *********

Dear Ms. *******:

We are in receipt of your e-mail, dated March 28, 2016 regarding Ms. ********’s complaint.

We regret that Ms. ******** had a poor shopping experience with us and sincerely apologize. We understand that Ms. ******** has corresponded via email with a customer service agent today and that she processed a refund for the purchase of item # **-*****-***, “Savana.” A refund of $***** will go back on her credit card ending in 2304 within 48-72 hours.

Should Ms. ******** have any other questions or concerns, we encourage her to call us directly at the toll free number below. Thank you.

Sincerely,

Kelsey *****

Client Services

###-###-####

Consumer Response:
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,

*** ********

3/29/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a ****** of ** cuckoo clock in January. I finally got an email the ship date old be 26 Feb 16. I dint receive the product or an email explaining any problem. I went on the website to check order status. It had been changed to Mar 26. I wrote the company and asked why the shipment was being delayed and hey they did not notify me. They gave me some explanation but I don't recall what is was. I went on the website to see if it was still going to ship mar 26. Now the ship date says apr 26. Again they did not notify me. I just want my clock

Desired Settlement: I want to receive my clock soon.

Business Response:

March 28, 2016

Ms. ****** *******

Assistant Manager

Direct Retail Services

Better Business Bureau

330 N. Wabash Avenue, Suite 2006

Chicago, IL 60611

RE: Ms. ***** ********                                                         Case # ********

*** ***** *** **                                                                    account # *********

********, GA 31316-2421

Dear Ms. *******:

We are in receipt of your email dated March 28, 2016 regarding Ms. ********** complaint.

Our records show that we received an online order on 1/1/2016 in Ms. ********** name at the above address, for one “****** ** ** Cuckoo Clock.” Regrettably, we were out of stock at the time Ms. ******** reserved this item. We mailed her a postcard on 2/19/2016 indicating that there would be a delay in shipping her order, possibly as late as May, 2016.  Ms. ******** was offered the opportunity to wait or to cancel her order.  If we do not receive confirmation that she would like to wait, her order will automatically be canceled. Should she like to wait for her order, we can arrange to adjust her shipping.

Again we apologize for any inconvenience to Ms. ******** and kindly ask that she contact us at the toll free number below should she wish to wait for her order. Thank you for bringing this to our attention.

Sincerely,

Kelsey *****

Client Services

###-###-####

Consumer Response:


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,

***** ********

i would like to add I never received a post card  from them explaining  any delay.  I went on the website and found out that way.

3/24/2016 Billing/Collection Issues | Complaint Details Unavailable
3/17/2016 Billing/Collection Issues | Complaint Details Unavailable
3/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered check from this company. My order number is ************ I placed the order online feb. 29 2016 and had a rep on the phone while doing it. I was told by the lady on the phone that she gaureenteed that the checks would arrive no later than March 4 2016 and that I would receive 2 boxes because they were by one get one free. It is now March 9th and the check just arrived there's 1 box I contacted customer service and was basically told oh well my problem not there's and there was nothing she could do.

Desired Settlement: I want a refund I will no longer deal with this company they have very poor customer service.

Business Response:

March 15, 2016

Ms. ****** *******

Customer Relations Advocate

Better Business Bureau

330 N. Wabash Avenue, Suite 2006

Chicago, IL 60611

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

2** ****** ***                                                                  ******* *** ***** **** * ********

Account # *********

Dear Ms. *******:

We are in receipt of your notification, dated March 11, 2016, regarding Ms. ******** complaint.

Our records show Ms. ******* contacted our company through our ******** page regarding her order for “******* * **** A****** **** Personal Checks” on March 9, 2016. She spoke with a representative about the mix-up with her order and that she should have received 2 boxes of checks instead of one. The representative offered to send the other box of checks at no charge and she declined and stated she no longer needed them since she was out of town and only wanted a refund. The representative informed her that he coded the checks as returned and he had issued the refund even though she showed no intention of returning the box of checks she “no longer needed.”

After the representative advised Ms. ******* that he issued the refund, he also stated to her she would receive her refund within 2-3 business days. Unfortunately he misspoke as it can take up to 5 business days depending on the bank. The refund is set in our system so she will be receiving her full refund on the credit card used for the order.

Since we have already issued a refund and she is keeping one usable box of checks that she is getting for free, we are considering this matter closed.

If Ms. ******* has any other questions, she can contact us directly at ************; our hours are Monday through Friday, 7:00 a.m. to 6:00 p.m. (CT).

Sincerely,

***** ****

Client Services

Consumer Response:
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,

******** *******

3/12/2016 Problems with Product/Service
3/9/2016 Delivery Issues
3/4/2016 Billing/Collection Issues
3/1/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a collectible item from this company last year. Since then they have sent me un-ordered, unwanted additional collectibles. I have sent back all of these items. They continue to send me invoices and statements for items I did not order and have sent back. I have written them 10 letters with USPS proof of return. They have finally stopped sending me items but are still sending me order pre-filled out order forms for their merchandise. I have written them an additional 5 letters asking them to take me off of their mailing system and off of their customer list. I have called them at least 20 times in the past 6 months requesting them to stop harassing me with unwanted merchandise and to stop sending me their pre-filled order forms to my address. Each time they assure me that they will cease and desist in sending me their unsolicited offers for merchandise. I am still getting 5-6 different pre-filled order forms sent to my address each week. I have written "Refuse" & "Return to Sender" on any merchandise and/or unsolicited offer and taken them back to the post office. Today, I have received 3 more pre-filled order forms in the mail that I have returned to them unopened.

Desired Settlement: Please make them stop sending me merchandise and unsolicited offers for merchandise they are then planning to send me. This is exhausting. I am ***** year-old disabled man fighting cancer and renal disease. These people are ruthlessly attempting to send me their collectible merchandise assuming I will just accept it and then pay for it. I would like this company to stop sending me any form of correspondence, stop attempting to solicit their merchandise via telephone, email and especially USPS mail and leave me alone. I will NEVER buy a single item from this ruthless and aggressive company ever again. Please help me stop them from harassing me.

Business Response:

February 26, 2016

Ms. ****** *******

Customer Relations Advocate

Better Business Bureau

*** ** ****** ******* ***** **** ******** ** ***** *** ****** **** **** ** ****** **** **** ** *** ******** *** ***** **** * ******** ******* * *********

Dear Ms. ********

We are in receipt of your notification, dated February 26, 2016, regarding Mr. ****** complaint.

We were sorry to learn that Mr. **** no longer wishes for us to advise him of new products issued by The Bradford Exchange. We do apologize for the confusion; even though previous representatives took him off of some mailing lists, they did not take him off of all of them. As he requested, his account has been correctly coded to prohibit future mailings. However, mailings are prepared in advance, and it is possible that a few notifications will still reach him. Although he will no longer be an active customer of The Bradford Exchange, we would like to express our appreciation for his previous patronage. 

Thank you for bringing this matter to our attention.  Please do not hesitate to contact us if we may be of service in the future.

Sincerely,

***** ****

Client Services

Consumer Response:  
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,

****** ****

2/27/2016 Advertising/Sales Issues | Complaint Details Unavailable
2/25/2016 Delivery Issues
2/24/2016 Problems with Product/Service | Complaint Details Unavailable
2/23/2016 Billing/Collection Issues
2/21/2016 Billing/Collection Issues
2/16/2016 Delivery Issues | Complaint Details Unavailable
2/14/2016 Delivery Issues
2/13/2016 Billing/Collection Issues
2/13/2016 Delivery Issues
2/5/2016 Billing/Collection Issues
2/3/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Business is listing items they do not stock for sale, guaranteeing items by specific date and not delivering, than harassing with sales and advertising emails even though they have been asked several times to stop and remove info, this is the save as unsolicited sales calls

Desired Settlement: Stop emailing me, these companies should have to pay the same fines telemarketers do when they don't stop calling

Business Response:

January 7, 2016

Ms. ****** *******

Customer Relations Advocate

Better Business Bureau

330 N. Wabash Avenue, Suite 2006

Chicago, IL 60611

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

*** *** ***** ****** ***** ********** *** ***** *

Case # ********

Account # *********

Dear Ms. ********

We are in receipt of your notification, dated January 6, 2016, regarding Mr. ******s complaint.

Our records show Mr. ***** placed an order for our “Nightmare Before Christmas Blacklight Village” collection on December 8, 2015. Unfortunately, when the order was placed the first Issue, “Jack’s House,” was temporarily out of stock.  An Order Confirmation email was promptly sent to Mr. ***** following the placement of his order advising him of when he could expect delivery.  We understand that the delivery timeframe was not acceptable to Mr. ***** and per his request his order was canceled on January 3, 2016.

We also understand that Mr. ***** no longer wishes to receive offer information from us.  We have coded his account to stop future mailings from being generated.  Please note some of our mailings are pre-printed, so it is possible that a few notifications will still reach him.

Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future.

Sincerely,

***** ****

Client Services

Business Response:

January 12, 2016

Ms. ****** *******

Customer Relations Advocate

Better Business Bureau

330 N. Wabash Avenue, Suite 2006

Chicago, IL 60611

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

*** *** ***** ****** ***** ********** *** *****

Case # ********

Account # *********

Dear Ms. *******:

We are in receipt of your notification, dated January 6, 2016, regarding Mr. ******* rebuttal.

Mr. ***** did receive an e-mail stating an estimated delivery date when he placed the order for our “Nightmare Before Christmas Blacklight Village” collection on December 8, 2015. The first Issue, “Jack’s House,” was temporarily out of stock at the time he ordered and our system automatically sent the e-mail stating an estimated delivery date before our inventory was updated.

Our records show that we coded Mr. ******* account to stop future mailings from being printed as of January 7, 2016. As stated previously, some advertisements are created in advance and he may receive some advertisements in the next few weeks. Regarding e-mails, I removed his e-mail from his account, however, some e-mails may also get through to his address we had on file. As with any e-mail services, he is welcome to click the “Unsubscribe” link that is displayed at the bottom of every e-mail advertisement that is sent out from our company. Unsubscribing in this fashion is the best way to guarantee removal from our list and may take up to 72 hours for the removal to take effect.

Since we have addressed all of Mr. ******* concerns, we are considering this matter closed.

If Mr. ***** needs additional assistance in the future, please instruct him to contact us directly at ************* our hours are Monday through Friday, 7:00am to 6:00pm (CT).

Sincerely,

***** ****

Client Services

Tell us why here...

Consumer Response:
Complaint: ********

I am rejecting this response because: the email they sent said the item was guaranteed by Christmas. The company is full of it. I have already provided a copy of the email stating the item was guaranteed by Christmas. This company I'd listing items for sale that they do not stock, it is false advertising.

Sincerely,

***** *****

2/3/2016 Problems with Product/Service
1/30/2016 Problems with Product/Service | Complaint Details Unavailable
1/26/2016 Problems with Product/Service
1/25/2016 Problems with Product/Service
1/25/2016 Delivery Issues
1/21/2016 Billing/Collection Issues | Complaint Details Unavailable
1/21/2016 Delivery Issues
1/21/2016 Delivery Issues
1/19/2016 Billing/Collection Issues | Complaint Details Unavailable
1/19/2016 Problems with Product/Service
1/19/2016 Billing/Collection Issues
1/18/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In August 2015 I wrote bradfordexchangechecks.com a check for $33.90 Louisiana capital credit union check # 3874 for 4 boxes of checks,design # 612,free shipping. This was their advertised price at the time. They made two mistakes, they claimed that I only paid them $33.00,yet they cashed the check for $33.90 and they sent the wrong checks.now they claim that I owe them more money for their own mistakes. I do not owe them more money. They were paid in full for the checks that I ordered. This is fraud and false advertising, very bad for business and against the law. The bank has the check for $33.90 as proof. I will never do business with this company again. Client # ,5***********0

Desired Settlement: I would like my bill adjusted to zero and some credit applied to my account

1/17/2016 Delivery Issues
1/16/2016 Problems with Product/Service
1/16/2016 Billing/Collection Issues
1/16/2016 Delivery Issues
1/14/2016 Billing/Collection Issues
1/13/2016 Billing/Collection Issues | Complaint Details Unavailable
1/13/2016 Billing/Collection Issues
1/11/2016 Problems with Product/Service
1/11/2016 Problems with Product/Service
1/11/2016 Delivery Issues
1/11/2016 Advertising/Sales Issues
1/9/2016 Guarantee/Warranty Issues
1/8/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: IN JULY OF THIS YEAR, 2015, I ORDERED AN ITEM FROM BRADFORD EXCHANGE. I MADE PAYMENT OF $25.00 IN JULY VIA CHECK NUMBER 1300. IT WAS CASHED. I MADE PAYMENT OF $25.00 IN AUG. IT WAS CASHED. I RECEIVED AN ITEM THE FIRST OF SEPT. AND IT WAS NOT WHAT I HAD ORDERED. IT WAS JUST A CHEAP PLATIC ARC WITH TWO SMALL STATUES OF THE HOLY FAMILY. THAT WAS THE TITLE OF ARTICLE ADVERTISED AND PICTURED. IT WAS SUPPOSED TO BE A LARGE CHRYTLE LIGHTED CHRISTMASS TREE MADE BY THE ARTIST KINKADE. I RETURNED THIS ITEM THE NEXT DAY. I SPENT MANY HOURS ON PHONE ABOUT THIS AND I WAS PROMISED REFUND OF MY MONEY. IT IS NOW FOUR MONTHS AND I HAVE HAD NO REFUND. TODAY,NOV. 22 I RECEIVED YET ANOTHER PACKAGE AND A BILL FOR AN CHRITMAS COTTAGE. I NEVER ORDERED ANOTHER THING FROM THIS COMPANY. WHEN I RETURNED THE FIRST ITEM THE TRACKING NUMBER WAS 9261 2927 0089 3929 0217 20 . I SPOKE TO A PERSON AT THIS COMPANY AND THEY STATED IT WAS RECEIVED AND I WOULD BE REFUNDED MY MONEY IN A WEEK. THAT WAS IN SEPT.. I CALLED THE NUMBER BACK AND THEY COULD NOT FIND SUCH A PERSON. CAN YOU PLEASE HELP ME GET MY REFUND AND ALSO STOP THIS COMPANY FROM SENDING ITEMS I NEVER ORDERED.

Desired Settlement: STOP THIS COMPANY FROM FALSE ADVERTISING AND STOP SENDING ITEMS I NEVER ORDERED.

Business Response:

November 24, 2015

 

Ms. Nita *******
Assistant Manager
Direct Retail Services
Better Business Bureau
330 N. Wabash Ave., Suite 2006
Chicago, IL 60611

RE: Ms. Rose ******                                                             
       *** ****** ****                                                                      ********* ** *****

Case # 10966356
Account # *********

 Dear Ms. *******,

We are in receipt of your email dated November 24, 2015 regarding Ms. ******’s complaint.

We respectfully disagree with Ms. ******’s conclusion that the Internet advertisement in question is deceptive in any way and we shipped items unrelated to her collection.  The advertisement clearly states the following:

            “This welcoming holiday wonderland begins with Issue One featuring the Holiday Bed and Breakfast and FREE Gift Bearers figurine. Soon you'll be basking in the warm glow of Issue Two, Light of Hope Church and a FREE antique car figurine. Additional village buildings, each a separate issue and some with select free figurines and accessories, will follow!” 

The advertisement further states:

            “Only $59.99 each issue – available in 3 installments of $20.00 US Each Issue + (s&s: $8.99 US).”

This statement clearly indicates that the consumer is invited to order a COLLECTION and that each issue/set is available at $59.99 each, plus $8.99 shipping and handling.
We are sorry for any confusion that may have resulted, but we believe that the advertisement, when read in full, is not misleading. Ms. ****** initially ordered this collection in 2007, however, if she would like to return issues #1 and #2, we will honor a full refund on both items. She submitted payment for both issues, as recently as 11/7/2015, to a collection agency, which restarted the collection. We regret that she does not wish to continue the collection, so we have processed a refund on issue #3 and sent a pre-paid return label so that she can return it if dissatisfied. We’d also like to inform Ms. ****** that we have formally closed the series and she will no longer receive any more pieces.

We feel as though this solution is extremely generous and we consider this matter closed.
If Ms. ****** has any questions or concerns, we invite her to call us at 866-285-1736.

Sincerely,
Kelsey *****
Client Services


Consumer Response:
Complaint: 10966356

I am rejecting this response because:I DID RETURN THE ITEM {HOLY FAMILY} WHICH WAS NOT AT ALL WHAT I HAD OREDERED. IT WAS SUPPOSED TO BE A LIGHTED XMAS TREE BY KINKADE AND ALL I RECEIVED WAS A CHEAP PLASTIC ARCH FORM AND TWO SMALL STATURES. I PAID $50.00 FOR THIS AND IT WAS CASHED I HAVE THE BANK RECEIPT AND CHECK NUMBERS.  IT WAS SENT IN AUG. AND I RETURNED IT ONE DAY LATER. THE ITEM WAS RECEIVED BY THE COMPANY AND VERIFIED BY POSTAL TRACKING NUMBER. ALSO BY ONE CLERK I SPOKE TOO.  IT IS FOUR MONTHS LATER AND I HAVE NOT RECEIVED REFUND.

Sincerely,

Rose ******

Business Response:   December7, 2015

Ms. Nita *******
Assistant Manager
Direct Retail Services
Better Business Bureau
330 N. Wabash Ave., Suite 2006
Chicago, IL 60611

RE: Ms. Rose ******                                                         
       *** ****** ****                                                                 ********* ** *****

Case # 10966356
Account # *********

 Dear Ms. *******,

We are in receipt of your email dated December 7, 2015 regarding Ms. ******’s rebuttal.

We have processed refunds for issue #1 and issue #2 in The Heavenly Blessings Christmas Tree Nativity Collection. $69.98 was put back on the client’s credit card on 11/16/2015 and $58.94 was refunded on 11/24/2015.

If Ms. ****** has any further questions, we invite her to call us at 866-285-1736. Thank you.


Sincerely,
Kelsey *****
Client Services

Consumer Response:
Complaint: 10966356

I am rejecting this response because: I WAS INFORMED THAT THE ITEM WHICH I REURNED IN SEPT. 2015,  HOLY FAMILY,, WAS INDEED RECEIVED JUST A WEEK AFTER I RETURNED IT.  I HAVE YET TO HEAR FROM BRADFORD EXCHANGE NOT RECEIVE MY $50.00 WHICH I HAD PAID.  THE CHECKS FOR THIS ITEM HAVE BEEN CASHED BY BRADFORD AND I HAVE THE BANK RECEIPT. 

Sincerely,

Rose ******

Business Response:

  December 24, 2015

Ms. Nita *******

Assistant Manager

Direct Retail Services

Better Business Bureau

330 N. Wabash Ave., Suite 2006

Chicago, IL 60611

RE: Ms. Rose ******                                                         

       *** ****** ****                                                                 ********* ** *****

Case # 10966356

Account # *********

      

 Dear Ms. *******,

We are in receipt of your email dated December 22, 2015 regarding Ms. ******’s rebuttal.

Ms. ****** did send two checks in July 2015 which were initially attributed her the orders, ************ and ************. Typically she would be entitled to a full refund upon returning them. However, $31.00 of her $50.00 was attributed to a write off from 2007.

On 10/8/2007, an order was made for ************ “LIGHT OF HOPE CHURCH,” and only partially paid. $17.94 was paid on 11/8/2007, then $10.00 paid on 1/10/2008. After sending numerous invoices on 2/22/08, 3/14/2008 and 4/4/2008, the missing $31.00 was submitted to a collection agency on 5/3/2008. Since this was never paid, the payment request was submitted again to a collection agency on 11/7/2015.

Upon the payments and refunds from previous orders, we deducted the $31.00 missing payment from the 2007 order. Moreover, we refunded Ms. ****** $19.00 in the form of a check, #********* dated 11/10/2015, and it was cashed on 12/4/2015.

If Ms. ****** has any further questions, we invite her to call us at 866-285-1736. Thank you.

Sincerely,

Kelsey *****

Client Services

Consumer Response:
Complaint: 10966356

I am rejecting this response because: I REALLY DO NOT KNOW WHAT IS GOING ON WITH THIS COMPANY.  I NEVER ORDERED ANYTHING FROM BRADFOR EXCHANGE UNTIL THE  ITEM {HOLY FAMILY} WHICH I ORDERED AUG. 2015.  AS I STATED I WAS TOLD THE ITEM HAD BEEN RETURNED AND RECEIVED BY BRADFORD IN SEPT. 2015.  THE PERSON I SPOKE TO STATED I WOULD RECEIVE MY $50.00 BY SEPT. 30.. ALSO THAT I SHOULD CALL HER BACK IF I DID NOT RECEIVE IT.  I DID BUT NO ONE ANSWERED MY CALL. I THEN WROTE TO B.B.B. AND HAVE STILL NO REPLY FROM COMPANY ABOUT MY MONEY WHICH I HAD PAID. 

Sincerely,

Rose ******

1/8/2016 Billing/Collection Issues | Complaint Details Unavailable
1/6/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a diamond engagement ring on 11/10. My order confirmation stated it would be received by 12/3. Further, their website guaranteed the item delivered by Christmas. On 12/1, I checked the order status and it changed to delivery by 1/5, yet, their website still advertised guaranteed delivery by Christmas if I were to order it today. This has completely ruined my proposal plans, that included a trip booked after Bradford Exchanged told me I would receive my item. My order number was ************

Desired Settlement: I would like the business to uphold its "guarantee" and deliver the product as advertised. Or, inform me what options are available since they have broken their guarantee.

Business Response: December 08, 2015

Mr. Nathan ******
Customer Relations Manager
Better Business Bureau
330 N. Wabash Avenue, Suite 2006
Chicago, IL 60611

*** ******* **** *****                                                   ********** *** *****

Case # 10975812
Account # *********

Dear Mr. ******:

We are in receipt of your letter, dated December 2, 2015, regarding Mr. ******** complaint.

Our records show Mr. ****** placed an order online for the Love's Embrace Personalized Diamond Bridal Ring Set on November 10, 2015. The ring set does show it is currently not in stock because this is a new item and there was a slight delay in production, which is why the promised delivery date had changed. We do apologize for the confusion, but with brand new products, sometimes, due to production issues, it is not possible to tell when the exact shipping date will be.

Despite the delay, Mr. ******** ring set has been produced and will soon be on its way to our vendor to be engraved with the personalization he has provided us. He is absolutely correct that his order is offered under our Christmas Delivery Guarantee that states the item is guaranteed to arrive no later than December 24, 2015. We apologize for any inconvenience that has resulted from this delay, and wish to assure you and Mr. ****** that his order will be delivered to him no later than December 24, 2015.

Thank you for bringing this matter to our attention.  Please do not hesitate to contact us if we may be of service in the future.

Sincerely,

Tofer ****
Client Services

Consumer Response:


Complaint: 10975812

The response received from The Bradford Exchange was very reassuring and appeared like my issue would have been resolved. However, I was hesitant on responding, and rightfully so. My online order status still shows that my order will ship by December 16th. Being that today is December 21st, I'm assuming it has not shipped. If their response, claiming that my order was sent to a vender was true, I would assume it would have shipped by now. The Bradford Exchange appears to engage in a systematic cycle of guarantees and assurances, knowing full well they will not uphold their end of the promise. And, based upon the NUMEROUS complaints, it appears that it is willful and intentional.  If my fiancé had not fallen in love with this ring, I would have canceled it. My hope is that this can be resolved through a TRUTHFUL and REALISTIC response of the status of my order, and not require any further measures on my part. If the ring will not be available for several months, then please be honest about it.


Sincerely,

Todd ******

Business Response:

December 24, 2015

Ms. Esther *******

Customer Relations Advocate

Better Business Bureau

330 N. Wabash Avenue, Suite 2006

Chicago, IL 60611

RE: Todd ******                                                                     

*** ******* **** *****                                                   ********** *** *****

Case # 10975812

Account # *********

Dear Mr. ******:

We are in receipt of your notification, dated December 2, 2015, regarding Mr. ******** rebuttal.

We respectfully disagree with Mr. ******** view on our Christmas Guarantee and our overall practices as a reputable business. He is correct that the ring is currently at our vendor and has not shipped out. The ring would have made it for our Christmas Guarantee, however, the guarantee is void if payment is not available by the guarantee cutoff date. He was unable to meet the criteria to complete the purchase and fulfill the agreement, so his order was no longer guaranteed.

After my first reply to Mr. ******** complaint, our system began our pre-authorization process on the credit card ending in x9466 provided by him. The pre-authorization process is an attempt to “test” the credit card to make sure the address associated with the card is correct and the appropriate funds are available for the purchase. Our records show our first attempt at pre-authorization occurred December 11 and the card failed the request. The card failed again on December 14 and 17. The card did pass our last attempt on December 21, however, the cutoff date for the Christmas Guarantee concerning personalized jewelry was December 16; 5 days before his card passed pre-authorization. Since payment was not available by the December 16 cutoff date, his order was no longer eligible for the guarantee. These events took place after my first response was submitted so this information was not available at the time of my letter.

If Mr. ****** decides to keep the order, he will receive the ring in the next couple of weeks. If he no longer wants the ring he is welcome to call us and cancel his order. He has not yet been charged for the ring. Our hours are Monday through Friday, 7:00am to 6:00pm (CT).

Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future.

Sincerely,

Tofer ****

Client Services

Consumer Response:
Complaint: 10975812

In regards to Mr. ****'s response, I'm not interested in debating the reputability of his company's business practices. A simple google search of The Bradford Exchange speaks for itself as to the shear volume of complaints with his company, overwhelmingly in regards to orders not shipping, or being received, as advertised and as promised. I'm only aware of a single charge attempt on my card, 12/21.  A review of my bank statement shows no other attempts, and shows a sufficient balance to more than cover the amount charged on 12/21. I have found it interesting that the shipping dates, according to the website, have changed each day I received a response from the Bradford exchange via the BBB.

Sincerely,

Todd ******

1/6/2016 Billing/Collection Issues | Complaint Details Unavailable
1/5/2016 Billing/Collection Issues
1/4/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered from this place the 1st week of November. I ordered a bracelet in plenty of time for Christmas. Shipping date was between December 22 & January 8. I'm saying to myself REALLY? So, I waited. I checked on the website about 3 weeks later it said that the item shipped December 8. Called the company the last week of Christmas & was told by a supervisor that since the item weighs less than a pound, there was no way to track the package. My daughters Christmas is now ruined because this company doesn't care about shipping in a timely manner. They just want your money. Next step, I'll have a lawyer call them. DO NOT ORDER FROM THIS COMPANY!!

Business Response:

December 31, 2015

Ms. Esther *******

Customer Relations Advocate

Better Business Bureau

330 N. Wabash Avenue, Suite 2006

Chicago, IL 60611

RE: Mr. Kevin ******                                                           

** ********* ***                                                              

******** *** *****

Case # 11012027

Account # *********

      

Dear Ms. *******:

We are in receipt of your notification, dated December 28, 2015, regarding Mr. ******** complaint.

We respectfully disagree with Mr. **** regarding our shipping in a timely manner, since we care deeply about shipping in a timely manner. Our web page did show our “Fashionable Fan Buckeyes Bracelet” was guaranteed to be delivered no later than December 24, 2015. Guaranteed items boast a banner and a “gift icon” on the product page of the products that are covered under the guarantee.

Our records show we received the order for the bracelet placed by Mr. **** November 6, 2015 with plenty of time to receive by Christmas. Our next shipment came in and we shipped the bracelet to him December 8, 2015 through the United States Postal Service. The USPS does not always provide a trac**** number, as seen in this case, which makes it difficult for us to know exactly what is happening with the shipment. He spoke with a supervisor December 19, 2015 and was offered our “Go Buckeyes! #1 Fan Charm Bracelet” instead since there was still time to get a bracelet to him, but he decided to keep his original order.

Since Mr. ****** never received his order we can only assume it was lost in outbound shipment and we sincerely apologize for this terrible inconvenience. The original bracelet is currently out of stock, however, I have ordered a replacement for him, applied a 50% refund ($54.49) off of the total cost of the order and upgraded his shipping for free.

If Mr. ****** has any further questions, he should contact us directly at 800-772-4277; our hours are Monday through Friday, 7:00am to 6:00pm (CT).

Thank you for bringing this matter to our attention.  Please do not hesitate to contact us if we may be of service in the future.

Sincerely,

Tofer ****

Client Services

Tell us why here...

Consumer Response:
Complaint: 11012027

I am rejecting this response because: From the complaints that I have read from other customers, this is the norm for this company to promise things & never deliver them in a timely manner. I don't understand why this company still has a A rating with the BBB.

Sincerely,

Kevin ******

1/4/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I place an order on 12/12/15 for 2 bracelet "Foundation Of Faith" Men's bracelet, on the day I place the order the item was showing that it was guaranteed to arrive before Christmas. I sent an email to the company one week before Christmas asking for a status on my order and the company reply that my email stating I would receive my order on 12/24/15. Yesterday 12/23/15 I went to there website to check on the status of my order and it was still showing the same status as the previous week which is " Will ship by Monday, Dec 21" So I email the company immediately asking for the correct status (These 2 bracelet where Christmas gift) The Bradford Exchange email me back on 12/24/15 at 1:42AM to say that my order will not be shipped in time for Christmas. I am sadden beyond word, how can a company guaranteed an item of FAITH to arrive before Christmas and on Christmas Eve send an email saying "will not arrive before Christmas" The Bradford Exchange is a very big disappointment. Sincerely MR

Desired Settlement: I want to receive my order ASAP.

Business Response:

December 31, 2015

Ms. Nita *******

Assistant Manager

Direct Retail Services

Better Business Bureau

330 N. Wabash Ave., Suite 2006

Chicago, IL 60611

Case # 11011601

Account # *********

      

 Dear Ms. *******:

We are in receipt of your e-mail, dated December 24, 2015, regarding Ms. ******** complaint.

We deeply regret not meeting the Christmas Guarantee for Ms. ******** order. Due to production difficulties, this Man’s Christian Bracelet was not available for 12/24/2015 shipping although we initially guaranteed it for Christmas Delivery. We would like to give Ms. ****** both bracelets for FREE and hope she accepts our sincerest apologies.

If Ms. ****** has any other questions, we invite her to contact us. Thank you for bringing the matter to our attention.

Sincerely,

Kelsey *****

Client Services

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11011601, and find that this resolution is satisfactory to me.

Sincerely,

Maritza ******

1/3/2016 Advertising/Sales Issues
1/2/2016 Delivery Issues
1/1/2016 Problems with Product/Service | Complaint Details Unavailable
12/29/2015 Delivery Issues
12/29/2015 Delivery Issues
12/29/2015 Delivery Issues | Complaint Details Unavailable
12/29/2015 Problems with Product/Service | Complaint Details Unavailable
12/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a copy of my order for The Nightmare Before Christmas Tabletop tree, but not only received something totally different that included a subscription, they had changed my order history in my account to reflect what they sent PLUS put my order in my Shopping Cart as if I had never placed that order! That is DECEPTIVE!!! AGAIN, I HAVE A COPY OF MY ORDER!!! I requested a postage-paid label so I can return the order and Customer Service is refusing to give me one and they are not refunding my money!!

Desired Settlement: I want a postage-paid label so I can return this garbage AND I WANT MY MONEY REFUNDED!!!

12/18/2015 Advertising/Sales Issues | Complaint Details Unavailable
12/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a GTO cuckoo clock on November 15. It was shipped USPS & when it arrived Dec 2 it had a broken piece on the face of the clock. Upon calling the customer service department I spent almost an hour on hold and had to hang up and try again the next day. I again held for almost 45 minutes but finally got a human being on the line. She assured me that they could make it right by expressing a replacement to me. It was Friday afternoon so it would be next week but they would have it to me no later than Thursday December 10. This would be one day late for the birthday gift it was to be but I accept their offer. She promised to call me on Monday with the FEDEX 2 DAY tracking information so I could track its delivery. On Tuesday I had heard nothing so I called yet again to be on hold almost an hour and was told the order had not been processed yet. I requested a supervisor and was transferred after 15 minutes to someone that was not even a supervisor who told me that the replacement was scheduled to ship overnight on Wednesday so I would still receive it on Thursday; just log into your account on-line and see that it had shipped after lunch on Wed, the 9th. She did not know when the fedex information would be made available but it will show shipped. I just logged into my account and it states the replacement will ship no later than JANUARY 16, 2016. I have no desire to give a birthday gist more than a month after it was due! This is too late to even use as a Christmas gift and go shopping to buy whatever. They had no problem billing my credit card which I have also disputed that charge. They have wasted my time and ruined my boyfriends birthday. This could have been fixed had anyone tried but instead they made a bad situation worse and there is no way to fix it now. It is too late!

Desired Settlement: I want a credit applied to my card for damaged goods. $200 for a broken clock---. I deserve a VERBAL as well as written explanation for the lack of customer service and an understanding of why you make false promises and ruin peoples holidays by offering gifts that you have no intention of delivering in quality condition. All of this was uncalled for and yet it appears to be just how you do business. I would love to see you have to close your doors and then get treated like you have treated me and you look the fool you have made me with no gift for a very special occasion even though I searched and planned it all very carefully.

Business Response:

 December 11, 2015

Ms. Nita *******
Assistant Manager
Direct Retail Services
Better Business Bureau
330 North Wabash Ave., Suite 2006
Chicago, IL 60611

RE: Ms. Djuna Kay ********
       13822 Dannemara Dr.
        Pineville, NC 28134


Case # 10988282
Account # *********

Dear Ms. *******:

We are in receipt of your e-mail, dated December 11, 2015 regarding Ms. ********’s complaint.

We regret that Ms. ********’s first clock arrived broken, but we have already taken care of the situation. We overnighted her a clock that arrived at 8AM on 12/11/2015 and we understand Ms. ******** was very pleased with the clock. We also given Ms. ******** a full refund.

Thank you for bringing this matter to our attention.  Please do not hesitate to contact us if we may be of service in the future.

Sincerely,

Kelsey *****
Client Services

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10988282, and find that this resolution is satisfactory to me.  

Upon reaching someone by telephone at The Bradford Exchange CORPORATE office, direct action was taken.  I appreciate their expediting the clock and the credit is much appreciated but was not my intent; I had simply wanted the clock as it was intended to be a  very special birthday gift. 

Reaching someone to make this right was difficult and I sincerely appreciate their help but I also hope that it will cause the company to look at this situation to ensure nobody else has the same difficulties and challenges.  Unforeseen problems arise daily in the world but it how  the problemis rectified that makes even bad situations turn out good.  The corporate office did rectify what the customer service department would not.

Thank you very much --the gift was loved by its recipient!!

I will order from The Bradford Exchange again--in the very near future.

 

Sincerely,

Djuna Kay ******** 

12/12/2015 Delivery Issues
12/10/2015 Delivery Issues
12/5/2015 Problems with Product/Service | Complaint Details Unavailable
12/5/2015 Billing/Collection Issues | Complaint Details Unavailable
12/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a "Holiday Celebration" train set for $79:99 plus tax $9.99 total $89.98. I choose the option of three payments of 29.99. They said that on the first payment I will get my first shipment, then once they get my second payment, they send the second shipment and finally after the third payment I will get the final shipment.Debit card info06/15/2015 Debit Card TransactionTBE*HAWTHORNE ARCHITE ************ ** ********************* Debit Card TransactionTBE*HAWTHORNE ARCHITE ************ *L 07/11$29.99 08/10/2015 Debit Card TransactionTBE*HAWTHORNE ARCHITE ************ ** *********** My first payment was on June 15th, and just after that payment I received the first shipment. However I noticed that after the final two payments, I did not receive my my second nor third shipments as was promised. I reached out to customer service via email, because there is no telephone number, and they said they were having delays and when they have more in stock, I will get my two orders.I finally received my second order in Sept 2015 (which I should have gotten after July 13th.I am still waiting for my third shipment, with not one contacting me.To add even more heartache. Along with my second shipment I received another letter stating that my second payment is on Oct, 19th, 205 ( of which i assumed was an error and I ignored it). However I received another letter stating that i have to pay by Nov 16th, 2015. and it was signed by ******* ** ******, Director of the Board of Governors.At this point I am absolutely tired and would like to know why I am being asked for more money when I have fulfilled my end by paying all installments, and why I have not received my final shipment.There is no one to talk to, to send an email a reply takes over 1 week.This company should not be in business!!

Desired Settlement: I therefore would like an explanation as to why I am getting more bills via telehpone and by mail. I would also like an apology. I would like my final shipment of the train set as soon as possible, as I have already paid for it. After I have received my final shipment and I do NOT want to received any more correspondence from this company as their are not true to their word.

Business Response: RE: *** ******** ********** Case # ********
       *** *** ******** **** ** **Account # *********
       *** ***** ** *****

Dear *** ********

We are in receipt of your email dated 11/2/2015 regarding *** ************ complaint. 
According to our records, on 5/22/2015 we received an order in *** ************ name, at the above address, for the complete Disney Holiday Celebration Express Train Collection. The issue price for each collectible shipment within the series is $79.99 + $9.99 shipping and handling. After each collectible is shipped and paid in full, the next collectible within the series is reserved and prepared for shipment pending availability.  

*** ********** paid $29.99 on 6/12 and the first issue was shipped. On 7/10 we received a payment of $29.99 and on 8/7 received a payment of 30.00 which paid off the first issue completely. Subsequently, the second issue in this train collection was automatically reserved for *** **********. Unfortunately her credit card failed on 9/18 when we were ready to ship the second issue, and then again on 9/21. On 9/21 we shipped *** ********** the second issue in good faith and mailed a post-ship invoice for $59.98 to cover a portion of the cost for the second issue.  We have yet to receive payment for the second issue therefore her collection is on hold so that no future issues will ship.

I regret to say that I believe *** ********** thought the entire collection was $89.98, however, each piece is $89.98. If *** ********** determines this collection is too expensive, we are happy to mail her pre-paid postage labels so she can return any or both pieces for a full refund. 

Please let us know if we can be of further assistance. Thank you.

Sincerely,
****** *****

11/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a fraudulent invoice for an item I never purchased. I have never purchased any item from the Bradford Exchange. The date of the supposed purchase was a time when my family was on a cruise vacation with NO internet access. The invoice had the correct address, but my name was misspelled. *

Desired Settlement: I want this fictitious "order" cancelled immediately and my "Member Account" permanently closed.

Business Response:

November 25, 2015


*** ****** ******
Customer Relations Manager
Better Business Bureau
330 N. Wabash Avenue, Suite 2006
Chicago, IL 60611

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

Case * ********
Account * *********

Dear *** *******

We are in receipt of your notification, dated November 25 regarding *** ********* complaint.

Our records show that we received an order in the name of *** ******* at the above address on September 28, 2015. At the time we received the request, we had no way of knowing it was not a legitimate order, and we have both been a victim of the fraudulent activity.

Our records also indicate that after the complaint was filed, *** ******* contacted us November 25 about the order in question and a representative canceled the order under her name and I have removed her from our mailing and contact lists.

Since *** ******* contacted us after the complaint was filed, and we fulfilled all of her requests, we consider this matter closed. Thank you for bringing this matter to our attention.  Please do not hesitate to contact us if we may be of service in the future.

Sincerely,

***** ****
Client Services

Consumer Response:  
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,

****** *******

11/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I order a my daughter I love you always mirror music box with the the October birthstone. On their page this stone is a deep pink to reddish stone. When I got the music box in the birthstones were very light pink if it was pink at all. I look back on the page to view the stones and it looks like I got the June Birthstones instead October. The stones I have are a real close match to them. I call Bradford Exchange to see what birthstone that I ordered they told me that I order October birthstones. When I told them I thought they had sent the June Birthstones instead. They said that the stones would vary in color. I know they have a check box to check before you order that it is right when the picture of the music box is on the screen but the color is no where near the color that I look at on the screen. I know there may not be anything that can be done because of the check box having to be check before you place the order.

Desired Settlement: I would like to have the music box with the darker October birthstones or to return the one I have for a refund.

Business Response:

November 23, 2015

*** **** *******
Assistant Manager
Direct Retail Services
Better Business Bureau
330 North Wabash Avenue, Suite 2006
Chicago, IL 60611

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

Case *********
Account *


*******
Dear **** *******


We are in receipt of your email dated 11/23/2015 regarding *** ******* complaint.

We regret to hear that *** ***** is displeased with our Personalized Daughter Music Box. The October gem stone is light pink and we believe it is advertised correctly on our website. If we replaced the music box, *** ***** receive another one identical to the current. Unfortunately we cannot place darker October birthstones in the box. Since *** ***** is disappointed with the item, we are more than happy to help him return the product for a full refund.  

A pre-paid return has been mailed to *** ***** and he can expect to receive it shortly. With that label, he is invited to return the music box and a refund will be placed on the credit card used during purchase. Thank you for bringing this matter to our attention.  Please do not hesitate to contact us if we may be of service in the future.

Sincerely,

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

Consumer Response:  
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,

***** *****

11/23/2015 Delivery Issues
11/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Business Response: October 28, 2015
*** **** *******
********* *******
Direct Retail Services
Better Business Bureau
330 N. Wabash Avenue, Suite 2006
Chicago, IL 60611

*** *** **** *******
*** ****** ***
******** *** *****

**** * ********
******* * *********

**** *** ********

We are in receipt of your e-mail, dated October 27, 2015, regarding *** ********* complaint.

Our records indicate we received the four boxes of returned "Morning Serenade" checks for a refund on August 21, 2015. However, because there was a past due balance on the account, part of the refund was applied to pay off this debt.

Our records show that on August 13, 2012 "St. Louis Cardinals" checks and labels were shipped to the client. The total cost of the labels were $11.98 and $28.23 for the checks. The cost of the labels was paid in full, however, a payment of $23.75 was made for the checks, leaving a balance of $4.48. After several attempts to collect this debt, the account was turned over to collections on December 17, 2012. After *** ******* contacted us, a credit of $2.64 was applied to the account, leaving a past due balance of $1.84.

When *** ******* mailed in her order for the four boxes of "Morning Serenade" checks, she filled out an order card (copy provided by *** ******* in her original complaint) with the price totaling $28.17. In the top right of the order card it clearly states that the prices on the order card are a limited-time offer for new customers. Since *** ******* had ordered checks from us previously in 2012, she is no longer a new customer so the total for the order came to $68.45. We received her payment of $28.17 and she was invoiced $40.28 for the remaining balance.

After *** ******* returned the "Morning Serenade" checks, the balance of $40.28 was liquidated. Therefore, upon receipt of the returned "Morning Serenade" checks, $1.84 of the $28.23 refund was applied to the previous balance due for the "St. Louis Cardinals" checks. The remaining $26.33 was refunded to *** ******* on our refund check * ****** dated August 27, 2015.

In the interest of keeping good client relations, we have issued a new refund check ******* containing the $28.23 and a supervisor has approved additional compensation in the amount of $26.27 totaling a $54.50 refund.

Since *** ******* returned her checks and is receiving her full payment of $28.23 plus additional compensation, we consider this matter closed. Thank you for bringing this to our attention. Please do not hesitate to contact us if we can be of further assistance.

Sincerely,

***** ****
Client Services

11/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received product that I didn't order. I sent it back by writing return to sender per their instructions. I handed it back to the delivery person on the spot. I continually received a bill in which I responded that I didn't order the product and I sent back. (If I order from them, I always use a credit card- not a bill me later). I can't get thru to call. I finally received a letter saying, per my instructions, they cancelled the collection. That it was too late for them to intercept the package(it had shipped months prior). That I could return the product. Which I had done already. Thought the matter was done. I received yesterday collection letter from NSA which is their collections threatening me. I sent them the information. Not for anything. The product was left on my doorstep. If I didn't go out and immediately get the mail, I would have had to go to the postoffice and paid. I also could of lied and kept whatever it was. But I sent it back. I don't appreciate getting threatened. And I don't appreciate my excellent credit standing being tarnished by their incompetencies. They obviously are way behind based on the letter I received.

Desired Settlement: I want the the billing matter to be over with both Bradford and their NSA collection agency ASAP. I want a letter stating it's taken care of.

Business Response: November 11, 2015
Mr. Nathan ******
Customer Relations Manager
Direct Retail Services
Better Business Bureau
330 N. Wabash Avenue, Suite 2006
Chicago, IL 60611

RE: Ms. Dawn M. ******
1** *********** ****                                                                                                   
Hasbrouck Heights, NJ. 07604                                       

Case # 10946664
Account # 583843209

Dear Ms. *******:

We are in receipt of your e-mail, dated November 11, 2015, regarding Ms. ******’s complaint.

Our records show we received an online order from Ms. ****** for our Snow White and the Seven Dwarfs Limoges-Style Boxes collection on March 25, 2014. The issue price for each collectible shipment within the series is $48.98 (excluding shipping and service and Illinois sales tax if applicable). After each collectible is shipped and paid in full, the next collectible within the series will be reserved and prepared for shipment pending availability. 

The first issue, Dopey, was sent to Ms. ****** May 6, 2014 and was charged to her credit card. The next was Grumpy and Doc, shipped July 2, 2014, Sleepy and Happy August 18, 2014, and Bashful and Sneezy November 28, 2014. She didn’t receive shipments for a few months as we were creating the next issue, Evil Queen. This issue (the shipment in question) was shipped May 22, 2015 is part of the collection she had purchased.

In the interest of keeping good client relations, we are considering it lost in inbound mail and I have liquidated her balance of $48.98. Given Ms. ******’s positive history with our company, I do believe she sent back Evil Queen after she received the item.

Thank you for bringing this matter to our attention.  Please do not hesitate to contact us if we may be of service in the future.

Sincerely,

Tofer ****
Client Services

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10946664, and find that this resolution is satisfactory to me.


Sincerely,

Dawn ******

Just to add, the Evil Queen was not part of the orig series. I only order the 4. When you look online, the evil queen is seperate. They just "assumed" that I ordered the 4, I would want this. 

 

Thank you for all your assistance!!

11/10/2015 Delivery Issues | Complaint Details Unavailable
11/5/2015 Delivery Issues | Complaint Details Unavailable
11/5/2015 Problems with Product/Service
10/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order for my sister's birthday. All of a sudden I am getting debited on my account for other things that I did not order or give them permission to deduct from my account. My sister has been sending the things back to them but I have not seem a credit come back on my account. I thing it is wrong to just sent things without getting permission first. That was my first time to order from them and it will be my last now.

Desired Settlement: I would like to have a refund put back into my account and never hear from these people again.

Business Response: Initial Business Response /* (1000, 5, 2015/10/29) */ October 27, 2015 **************** ***************** ********************** ********************** ******************************** ***************** ********************** ************** ****************** **************** ******************* ***************** We are in receipt of your e-mail, dated October 26, 2015, regarding************** complaint. We apologize for any confusion that has occurred with************** purchase. We wish to assure you that the web page for the Glow In The Dark Native American-Style Wolf Plate Collection, http://www.bradfordexchange.com/products/******_wolf-art-glow-in-the-dark-collector-plates.html?searchTerm=01+13286+001&N=8125, clearly indicates that this "collection" begins with the "Majestic Calling" as issue one, and continues with the "Protector of the Pack" which is issue two in the collection and so on. It further states that each issue is $39.99. We also have a link, near the bottom of the web page, where clients can find out more information about our "subscription plans," and how they work. It explains each issue in a collection is billed and shipped separately approximately every other month, after each previous issue is shipped and paid in full. Charges for all subsequent issues are deducted from the same payment method as the first issue. The issue price for each collectible shipment within the series is $39.99 (excluding shipping and service and state sales tax if applicable). After each collectible is shipped and paid in full, the next collectible within the series will be reserved and prepared for shipment pending availability. Any returns mailed in to our company take up to 30 days to process. We received an online order August 26, 2015 from *********** which she paid for, and the first issue (Majestic Calling) was shipped on August 27, 2015. Since the item was paid for, the next issue ("Protector of the Pack") was shipped and she was charged one month later on September 18, 2015 as per the explanation of how collections work on our website. The second issue was sent back and the return was processed on October 14, 2015. Normally when an item is returned it will cancel the rest of the collection, however, the third issue was sent out two days before we received the return and *********** was charged October 12, 2015 for the third issue that was shipped out which has not yet been received as a return. When the second issue was processed as a return, it was accidently coded incorrectly and entered as a replacement instead which prompted another shipment of the second issue. This is the reason *********** has not received her refund. We sincerely apologize for this mistake on our end. Even though our website states the purchase was part of a collection, we believe *********** was unaware of the terms of the purchase agreement. In the interest of keeping good client relations, the collection has been completely canceled. The second issue has been coded as returned for a refund October 26, 2015 and the third issue October 27, 2015. *********** will receive both full refunds of $48.98 on her credit card within 72 hours of the date the returns were processed. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ********** Client Services

10/29/2015 Problems with Product/Service
10/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered 3 boxes of personalized checks from Bradford Exchange Checks , which included another box free, on July 27, 2015. I did not start using the checks until October, at which time I got a call from my bank stating the checks had the wrong account number. I contacted Bradford Exchange Checks and asked for a refund of my money, which they refused. This was the second time I had ordered checks so I did not have to give them my account number again, as they already had it on file. So I think as it was their mistake, they should return my money.

Desired Settlement: All I want is the $69.65 I paid them

Business Response: Initial Business Response /* (1000, 5, 2015/10/27) */ 10/27/2015 Ms. Nita ******* Assistant Manager Direct Retail Services Better Business Bureau 330 North Wabash Avenue, Suite 2006 Chicago, IL 60611 RE: Mr. ******** ************************************************** Case # 94575901 Account # ********* Dear Ms. *******: We are in receipt of your email dated 10/26/2015 regarding Mr. ********'s complaint. Our records show that we received an order via the Internet for 4 boxes of ******** Exchange Checks in the Enduring Faith check design on 7/28/2015. Our website requests that all of the ordering and account information that is entered be verified before completion of the order. We processed the order accordingly, and it was shipped to Mr. ******** on 8/3/2015. Because we request that our clients verify all account information prior to completing their orders, we do not typically arrange for a rerun of the checks in cases of customer error. However, on a one-time basis, and as a matter of good client relations, we would like to completely refund Mr. ******** and offer to rerun his checks at the introductory price. We request that he call us to order so to ensure the correct account and routing numbers be applied and the introductory price is honored. Our toll-free phone number is ************* Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, Kelsey ***** Client Services

10/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered checks. Their website is extremely misleading and repeatedly directs you to add $8.95 rush shipping. I went with standard $0 shipping. It didn't show a shipping charge in the shopping cart. It did add $11.80 to a $13.98 order on the order confirmation after the credit card was processed. Fraudulent! I called to cancel the order and was told first that they can't cancel orders, then after going to a supervisor he transferred me to another department. After 15 minutes on hold I explained the situation to******* She said they're system generally takes 3-5 hours to process orders - so she can't do anything. I can call back repeatedly until they close at midnight and see if I can catch it before they process it fully. She also said I could charge it back on my credit card, but that won't matter. They'll just send me collection notices. Fraudulent! I asked for a supervisor and she hung up on me.

Desired Settlement: I'm trying to cancel the order. They are REFUSING to do so.

Business Response: Initial Business Response /* (1000, 5, 2015/10/20) */ October 19, 2015 Ms.************* Assistant Manager Direct Retail Services Better Business Bureau 330 North Wabash Avenue, Suite 2006 Chicago, IL 60611 RE: Ms.****************** ************************************************ Case #: XXXXXXXX Account #: XXXXXXXXX Dear Ms.********* We are in receipt of your e-mail, dated October 16, 2015, regarding Ms. ********' complaint. Our records show we received one order for checks in the Wall Street check design that included four boxes for $13.98 plus shipping from Ms. ******** at the above address. She did not request our Secure Ship and EZ Shield Check Protection for each box of checks at an additional cost so she was only charged for the boxes of checks and for shipping. When Ms. ******** was completing her order on our website, our system automatically added the shipping which is $2.95 per box of checks. With four boxes included in the order, the shipping cost totaled $11.80, which brings the entire cost of the order to $25.78. We sincerely apologize for the confusion during the phone call on October XX XXXX; the call was accidentally disconnected and we assure you it was not intentional. Due to the sensitive nature of the purchase, canceling check orders is not a common practice for our company. However, in the interest of maintaining good client relations, once Ms. ********' order manifested in our system on October 17, a representative canceled her order as she requested and was notified via e-mail the day after her original complaint with the Better Business Bureau was filed. I personally checked the account and have made sure her order has indeed been canceled. Since this is Ms. ********' desired outcome we deeply apologize for the inconvenience and consider this matter closed. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ********** Client Services Initial Consumer Rebuttal /* (2000, 7, 2015/10/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I called and spoke to another customer service person who explained that the shipping is free, but they tack on a Service & Handling fee to cover fulfillment at the printer. That should have been disclosed prior to entering credit card information so the customer can make an informed choice whether to buy from this merchant. If they want to charge for shipping they should not post Free Shipping on their website and pass ** off as something else after the order has been placed. The order has been cancelled.

10/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a **************** DOME CAR (trains and railroads) system back in 2013. They have sent it piece by piece since then and I have been paying for each package as they come. Recently, I went to make a payment on a previous balance on one of the cars. I talked with a representative named Susan and we came to an agreement that I would be charged the full amount ($56.66). I checked my bank the next day and saw the charge for the authorized amount along with another charge of $28.33 (unauthorized). When I called to ask about it, the first representative named Ishmil hung up on me. The second representative I talked to said that I never made a payment and had no record of me calling. After being put on hold for quite a while, he finally told me that I apparently authorized the payment of $28.33; which I did not. I was so frustrated by that point that I told him to just deduct the $28.33 from my next dome car, which will be my last because I cancelled the rest from coming. I am very disappointed and will never be ordering from this company again. I would not suggest this company to anyone.

Desired Settlement: Not seeking any settlement, just wanted to make sure everyone is aware of how they treat their customers.

Business Response: Initial Business Response /* (1000, 5, 2015/10/02) */ October 2, 2015 Ms.************* Assistant Manager Direct Retail Services Better Business Bureau 330 N. Wabash Ave., Suite 2006 Chicago, IL 60611 RE: ******************* Case # *************************************************************************** Dear Ms.********* We are in receipt of your e-mail, dated September 30, 2015, regarding Ms.********** complaint. We sincerely apologize for the confusion with Ms.********** account. In February 2013, Ms.******** placed an order with Hawthorne Village for the Ravens Locomotive Model Train Collection. The issue price for each collectible shipment within the series is $84.99. After each collectible is shipped and paid in full, the next collectible within the series will be reserved and prepared for shipment pending availability. Ms.******** was sent the next dome car on August 27, 2015 after she sent her last payment of $84.99 for the previous car. She had missed her first payment of $28.33 on the dome car, so when she contacted us for payment, her second payment of $28.33 was also due. She agreed to pay the $56.66 that was past due. Instead of charging Ms.******** the past due, our agent mistakenly marked the account to pay the current due (the amount of $28.33 for the third payment on the car) instead of the past due. This charge is the amount Ms.******** says she did not authorize. In the interest of keeping good relations with our clients, we have already liquidated the remaining balance on Ms.********** account for this error. We deeply apologize for the confusion that this situation has caused and hope that this resolves the matter. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ********** Client Services

10/13/2015 Problems with Product/Service
10/9/2015 Problems with Product/Service
10/9/2015 Problems with Product/Service
10/8/2015 Problems with Product/Service
10/7/2015 Problems with Product/Service
10/6/2015 Advertising/Sales Issues
10/5/2015 Guarantee/Warranty Issues
10/5/2015 Problems with Product/Service
10/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1-company took payments for items that we don't have 2-company sent refund check 8/11 for $48.48 that I couldn't cash because routing ID and Account number were invalid. Was told by company to hold onto check until replacement(has never) arrived. 3-company has now informed me that I will have to wait at least an additional 30 days for refund

Desired Settlement: Refund for items, plus poor customer service and lies told by company. Amount of settlement will depend on when it is received. As of now, I have been charging 24% penalty daily due to company's indescretions

Business Response: Initial Business Response /* (1000, 5, 2015/09/28) */ September 28, 2015 Ms. ************ Assistant Manager Direct Retail Services Better Business Bureau 330 North Wabash Avenue, Suite 2006 Chicago, IL 60611 RE: Mr. ********************************************************************************* Case # XXXXXXXX Account # XXXXXXXXX Dear Ms********** We are in receipt of your e-mail, dated September 17, 2015, regarding Mr. ********'s complaint. Our records show Mr. ******** made two purchases in December 2009; an "Emerald Isle ******* Pendant" and "Love Always - 6 Diamond Heart Earrings." He made one installment payment on each item, and they were shipped to him on December 24 & 29, 2009. For the next six months following shipment we attempted to collect the remaining balance due, but were unsuccessful. Since we did not receive any response to the invoices mailed, the account was turned over to collections. Our records show the account was turned over to collections for the first time on July 3, 2010, and after additional unsuccessful attempts were made to collect the debt, Mr.*********** account was forwarded to National Recovery on August 12, 2012. Mr. ******** first made contact with us regarding this matter on August 2, 2015. Our records show we agreed to issue a refund to Mr. ******** based on his claims he had not received the above two products. However, on September 8th Mr. ******** contacted us again claiming his bank would not honor our refund check and a stop payment request was forwarded to our Accounting Department. We assure you a replacement check will be issued upon receipt of confirmation from our bank that they were able to successfully stop payment. We will forward his replacement check via *************** 2nd Day Air once it is issued. We are sorry, but Mr. ********'s request for an additional settlement beyond the $48.48 refund amount is denied. If he has any questions regarding this matter, he should contact us directly at XXX-XXX-XXXX. Thank you for bringing this matter to our attention. Sincerely, **** ******* Client Services Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) not providing good customer service. They HAVE provided me high quality lies, stalling and red tape and their current balance now stands at $5,506.08 Final Consumer Response /* (4200, 11, 2015/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well, you believe incorrectly. I have heard the lie about 2 day delivery before and I still don't have the check. Because of these lies we are now up to the multiplication factor of 5 putting the new balance at $18,625.33 and Bradford Exchange's claim about being a quality place of business is the only thing that is "wildly unreasonable". Final Business Response /* (4000, 9, 2015/10/01) */ October 1, 2015 Ms. ************ Assistant Manager Direct Retail Services Better Business Bureau RE: Mr. **************** Case # XXXXXXXX Account # XXXXXXXXX Dear Ms********** We are in receipt of your e-mail, dated September 28, 2015, regarding Mr. ********'s rebuttal As stated by **** ******* in prior communication regarding Mr. ********'s complaint, The Bradford Exchange sent to Mr. ******** two products ordered by him in December 2009. On August 2, 2015 (over three years after Bradford had sent the items) Mr. ******** claimed that that he had not received the products. Bradford promptly issued a refund check for $48.48 to Mr. ******** based simply on his claims. However, on September 8, 2015 Mr. ******** contacted Bradford again claiming his bank would not honor the refund check. Bradford requested a stop payment on the check. Claims that a bank would not honor Bradford's refund check are highly unusual. We issued a replacement check upon receipt of confirmation from our bank that it was able to successfully stop payment, and the check will be sent out today via ***** 2-Day Delivery. Mr. ********'s demand that Bradford pay him the sum $5,506.08 is wildly unreasonable. And, if he has any further questions regarding this matter, he should contact Customer Service directly at XXX-XXX-XXXX. Thank you for bringing this matter to our attention. I believe that this letter should put the matter to rest. Sincerely, ********** Senior Counsel

9/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I tried ordering personal checks on the company's website and had problems. This was a new check order. When calling customer service, I was treated very rudely and provided no help whatsoever. When contacting one of the supervisors (******************* for help, she was very rude and hung up on me.

Desired Settlement: (A) I would like someone who is capable of helping me place the order to contact me. Preferably a manager or supervisor (NOT ******************** (B) I think this company should go over and above to make up for the horrible treatment received.

Business Response: Initial Business Response /* (1000, 5, 2015/09/23) */ September 23, 2015 Ms.************* Assistant Manager Direct Retail Services Better Business Bureau 330 North Wabash Avenue, Suite 2006 Chicago, IL 60611 RE: Mr. ************* ******************************************* Case # ******** Account # NONE Dear Ms.********* We are in receipt of your e-mail, dated September 21, 2015, regarding Mr.********** complaint. As you know, we have recently implemented a more user friendly process for placing check orders via our website. This includes a "sample" check for our customer's view where each "field" that requires them to enter personal or banking information is highlighted so that they know where to look on their check for that specific information. We are very sorry if Mr. ******* had difficulty with this process, and wish to assure you that our Phone Center is well-appointed with agents that are more than capable in assisting him with any difficulties. In reviewing all recorded incoming calls for September 21, 2015 we found no call from Mr. *******, and respectfully disagree with his claims that our agent was not able assist him. Equally, we also disagree with his statements concerning the supervisor who tried to help him. On the contrary, she spoke with Mr. ******* with utmost respect and eagerness to assist him, but the call suddenly ended after she asked him to briefly hold while preparing to assist him. Unfortunately, she was unable to call him back as his phone number displayed as "private" which prevented her from doing so. If Mr. ******* is still interested in ordering checks from us, we respectfully request that he contact us @ XXX-XXX-XXXX where our agents are ready to assist him with his order. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we *** be of service in the future. Sincerely, ************ Client Services Initial Consumer Rebuttal /* (3000, 7, 2015/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company and ************ are full of excuses and are not truthful in their response. ************ also contradicts herself in her response. There were several calls made to the phone center and no help provided whatsoever. She claims my number came up private to my call to the supervisor so she couldn't call back? If that was true then she'd have no record of my calls to the phone center. Regarding my call with the supervisor. She was very rude and claimed that she normally only deals with customers after BBB complaints are filed. Not before and seemed bothered that I called her prior to filing with the BBB. Since she hung up on me and no help was provided, I fled the BBB complaint. Also, why would she need to put me on hold to prepare to help me? She shouldn't have needed to place me on hold at all. Final Consumer Response /* (4200, 11, 2015/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) More excuses and mistruths. Ms. ******** specifically stated to me before hanging up on me that she only speaks with people AFTER receiving BBB complaints and not before. She was quite verbal about this and appeared annoyed that I had the nerve to contact her for help prior to contacting the BBB or filing a complaint. I've also filed a complaint with the Attorney Generals Office in Massachusetts and contacted several executives I know at******* regarding their rude and unprofessional treatment of me.******* was quite concerned since they sell******* branded products. Final Business Response /* (4000, 9, 2015/09/24) */ September 24, 2015 Ms.************* Assistant Manager Better Business Bureau RE: Mr. ************* ********************************************* Case # ******** Account # NONE Dear Ms.********* We are in receipt of your e-mail, dated September 24, 2015, regarding Mr.********** rebuttal. Calls made to our Call Center are recorded for training purposes, however, although the call can be recorded, it cannot be recovered for review if the caller "blocks" his number; hence our inability to locate any calls. Keeping that in mind, the Call Center phone system, located in Canada, is different from the Corporate Offices phone system located in Niles, Illinois where Mr. ******* called to speak with our supervisor, Ms. ********, whose name appears on the BBB website for our company. However, both systems are affected by "blocked" numbers, and according to Ms. ******** his number showed on her monitor as "Private." Because of this, we can accurately determine that his number was also "blocked" at the time of his call to our Call Center and is the reason they had no record of it. In addition, in order to serve Mr. ******* better, Ms. ******** kindly asked him to hold so she could use her headset, which would free up her hands to take notes, research the problem he was having, take his order, and process it accordingly. To prevent any accidental disconnections, she proceeded to put him on hold, engaged her headset, and went to retrieve the call in a matter of seconds. However, as previously explained, he was no longer there. We found that Ms. ******** acted in a professional manner even during the difficult circumstances she was presented with. We are sorry if Mr. ******* feels he was treated disrespectfully, as this was not our intent. Again, if he wishes to place an order he should contact the Call Center @ XXX-XXX-XXXX where our agents are ready and willing to assist him in placing his order, or answering any questions. Thank you for bringing this matter to our attention. Sincerely, ************ Client Services

9/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order for checks online. I was required to send in a voided deposit slip and also a voided check. I called them before I sent them in and asked that they change it to express shipping because I was in need of the checks. the customer service person said that wasn't a problem and changes, I find out a few days later that they are going to charge me for two orders bc all he did was place a second order. Finally got that taken care of...waited and finally received the checks by mail when I PAID for UPS. I look at the checks and they are advertised with 4 designs and I only get two designs. I email AGAIN and they email stating that they will reprint the checks at no charge to me. I log into my online banking this morning and see that I have been charged yet again for checks. Now I have two debits on my account for checks. I should not have to pay for express shipping AGAIN when they are not very express. The customer service rep. pretty much says that it is what they do and that the first has been refunded but they charge you for them before the other amount is refunded. This is horrible business practice.

Desired Settlement: I believe that I should be refunded for the difference it was for express shipping and the other extras that I did not request and that the other customer service rep refused to let me deny. Told me I had to have this extra on the checks. I believe my total should go back down to the $28 that is was originally because had I left it alone, maybe I would have the correct checks.

Business Response: Initial Business Response /* (1000, 5, 2015/09/04) */ September 4, 2015 Ms. ************ Assistant Manager Direct Retail Services Better Business Bureau 330 North Wabash Ave., Suite 2006 Chicago, IL 60611 RE: ******************* **************************************************** Case # XXXXXXXX Account # XXXXXXXXX Dear Ms. ******** We are in receipt of your e-mail, dated September 1, 2015, regarding Ms. *********'s complaint. Our records show that on 8/13/2015, Ms ********* cancelled her original order since she needed expedited shipping and this was not requested in the original order. In speaking with an agent and completing a second order, it was our error that we added EZ Shield and did not request the correct check design. For these errors, we have refunded Ms.********** $28.16 for the checks, $11.96 for express shipping, $18.35 for EZ Shield Protection, and the $4.32 phone fee. After correcting the errors with a second agent, we have express shipped the correct checks at no charge, and added complimentary EZ Shield. Ms. *********'s checks have now been shipped via UPS and she can expect them within 7-10 business days. We also invite her to call us for a tracking code so that she can follow her delivery on UPS.com. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ************ Client Services Initial Consumer Rebuttal /* (3000, 7, 2015/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is very incorrect. Yes I did order the checks online originally. I realized a few days later that I needed the checks earlier, by that time I had not sent in the voided check that IL law requires. I called and spoke to a gentleman that said I could go ahead and change it. From that point I assumed that we were all good to go. I receive 3 voicemails a few days later that there is a duplicate order, one with express shipping and one without. The first gentleman never cancelled the original order he just created another one. I call to speak to a very nice lady who straightens it out and cancels the first original order that didn't have express shipping. So I still receive my checks in a decent time so I don't call again. When I receive my checks, first off they were sent via the mail, not UPS like I was lead to believe, then I look through them to confirm everything is ok. I notice that out of 4 boxes of checks there are only 2 designs, when the website and the sale ad I get states there are 4. I email them back stating that there was supposed to be 4 designs. She says that they will reprint at no charge. I look at my account to balance by checkbook and see that there is another charge on my account for $58.47, on top of the $62.79. I call and then wait a day or two like the rude CS rep states and the $62.79 is refunded back to my card. But the $58.47 is still being charged. Not above in her response she states that she took off the express shipping charge, put on complimentary EZ shield and the phone fee. Now I am pretty good with math and $62.79 (subtract $11.96 for express shipping, 18.35 for EZ shield, and 4.32 for the phone fee) does not come to $4.32 difference. So she is a liar, they did not take off the express shipping and the EZ shield. All she took off was the phone fee. Now I am almost to the one month mark, still no checks, charged for express shipping and I am pretty sure a month is not EXPRSSS. I needed the checks express shipped in the first place because I am out of checks and I had bills to pay. Now I have no checks and am getting farther and farther behind on my bills because I refuse to send cash in the mail to these people and why should I have to pay for money orders when I am already getting screwed over on my checks in order to pay my bills. SO....NO I do no accept their response because they are lying and have still charged be for express shipping, and EZ shield. I am very...neh....extremely ****** about this. In 5 days this will be a month now. Very crappy service. Final Business Response /* (4000, 9, 2015/09/08) */ September 8, 2015 Ms. ************ Assistant Manager Direct Retail Services Better Business Bureau 330 North Wabash Ave., Suite 2006 Chicago, IL XXXXX RE: ******************* ******************************************************** Case # XXXXXXXX Account # XXXXXXXXX Dear Ms. ******** We are in receipt of your e-mail, dated September 8, 2015, regarding Ms.**********'s complaint. We regret to hear of Ms. *********'s dissatisfaction. The credits for express shipping and EZ shield were just applied to her credit card today, 9/8/2015. We do not conduct business over the weekends or the holiday, therefore the credit will appear on her credit card statement today or within 24 hours. If Ms. ********* does not see the refunds of $11.96 and $18.35, she should contact her credit card agency immediately. We express shipped the checks but due to the holiday, the delivery will be prolonged one day. According to UPS, they are expected to arrive on Wednesday 9/9/2015. We are sincerely regretful that she had a poor customer service experience with us as we take matters such as these very serious. We appreciate her bringing this to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ************ Client Services

9/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Order 1 box of personal checks from this company. Before I submitted my order I checked to make sure all info was correct as I always do with any order. I received my printed checks and noticed the account number printed was missing 1 number so I called the customer service number on the invoice. I explained to the last I spoke to what the issue was and was placed on hold so she could speak to her supervisor. After waiting approximately 3 minutes she came back to the line told me she was fixing the mistake in the computer and replacing my order to be printed again and told me I should receive my corrected order within the same amount of time I received the previous order. Well 1 month later I had not received my check order. I contacted customer service and was then told they do not reprint an order and do not issue refunds. Ok so I was LIED to by a team member employed by Bradford Exchange Checks. When I could have been told this from the beginning so I could order checks somewhere less I've waiting and have no checks whatsoever. But am out do to a computer error and been lied to. Very bad service.

Desired Settlement: Refund of product or replace with corrected information like ones told I was getting.

Business Response: Initial Business Response /* (1000, 5, 2015/09/15) */ September 15, 2015 Ms. ************ Assistant Manager Direct Retail Services Better Business Bureau 330 N. Wabash Ave., Suite 2006 Chicago, IL 60611 RE: Ms. **************************************************************************** Case # XXXXXXXX Account # XXXXXXXXX Dear Ms. ******** We are in receipt of your e-mail, dated September 3, 2015, regarding Ms. ******'s complaint. After receiving this complaint, we discovered that our agent did not expedite the rerun of Ms. ******'s check order as agreed to during the conversation on August 13, 2015. According to the transcripts of that conversation, we determined that Ms. ****** left off one of the "zeros" when entering her checking account number online and we were able to make the adjustment. Please be advised that we do not normally reprint check orders that are due to customer errors (as she was advised by the second agent on September 3rd), but because the first agent agreed to reprint her check order it was processed accordingly after our review. Our records indicate the corrected checks were shipped on September 8, 2015, and tracking results show delivery was made on September 14, 2015 @2:02pm. Thank you for bringing this matter to our attention. Please do not hesitate to contact us for future assistance. Sincerely, ************ Client Services Initial Consumer Rebuttal /* (2000, 7, 2015/09/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company did correct and replace the order. Thank you.

9/15/2015 Problems with Product/Service
9/8/2015 Advertising/Sales Issues
9/7/2015 Problems with Product/Service
9/7/2015 Problems with Product/Service
9/7/2015 Problems with Product/Service
9/7/2015 Advertising/Sales Issues
9/7/2015 Problems with Product/Service
9/4/2015 Advertising/Sales Issues
9/4/2015 Problems with Product/Service
9/3/2015 Problems with Product/Service
9/1/2015 Advertising/Sales Issues
8/27/2015 Guarantee/Warranty Issues
8/25/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I asked for a copy of the on line order and was told one was not available because I ordered on line. I asked to see what was sent to the printer. He said there was no copy and I could re-order for $37.00. I asked to speak to a manager and was put on hold and no one ever picked up

Desired Settlement: I need the checks replaced with the correct account number or a refund check

Business Response: Initial Business Response /* (1000, 5, 2015/08/19) */ August 19, 2015 Ms.************* Assistant Manager Direct Retail Services Better Business Bureau 330 North Wabash Avenue, Suite 2006 Chicago, IL XXXXX RE: Ms. *************** *********************************************** Case # ******** Account # XXXXXXXXX Dear Ms. ******** We are in receipt of your e-mail, dated August 5, 2015, regarding Ms. ********'s complaint. Our records show that we received an order via the Internet for 2 boxes of single checks in the "***** Boop" check design on April 10, 2015. The order was processed with the information Ms. ******** provided, and was shipped on April 20, 2015. Our website is 100% secure utilizing a secure server and the industry standard Secure Sockets Layer (SSL); an advanced encryption technology, to provide the highest level of security for personal and financial information as it comes to us via the Internet. This state-of-the-art security technology means that all sensitive information entered during the personalization process, and during checkout, is encrypted to deter interception by third parties. As a result, we are unable to retrieve or provide copies of internet orders, and was explained to Ms. ******** several times during a conversation with our Customer Service agent. We are proud to have been formally certified, and the ******** Secured Seal is assurance that our Web site is authentic, that customers are in direct communication with **************************, and that all transactions are secured by SSL encryption. This means that the information our clients enter cannot be viewed or altered by anyone, and is transmitted directly to our check printers system exactly as the client enters it. Again, this information cannot be altered, copied, or retrieved for customer review once the information is transmitted to our check printer. For this reason, our website requests that all of the ordering and account information be verified before completion of the order. We assure you, we processed Ms. ********* order with the information she provided, and because we request that our clients verify all account information prior to completing their orders, we do not normally arrange for a rerun of the checks in cases of customer error. In addition, upon receipt of their checks, our customers are instructed to immediately inspect all checks for accuracy. This inspection must be done within 30 days of receiving the order. Our records show we were only recently contacted by Ms. ******** regarding the incorrect account number on her checks on August 4th. Even if it were our error, we would not be required to replace her order since the 30 day inspection period has long since expired. However, as our agent previously stated, on a one-time basis, we are willing to process a new order of checks for Ms. ******** at the same low introductory price as her original order, or she can return the entire order to us and receive a refund for the checks only. The Secure Ship fee of $7.95 is non-refundable. To accept this offer she should contact us directly at the number below for further instruction. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ************ Client Services XXX-XXX-XXXX Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I work at a bank and am aware of items going through encryption. This does not mean that a viewable copy does not come out on the other side. I did review the order before sending it. Based on their response, they can never be held accountable for their errors. That is bad customer service. This is the first check order I have ever received in 35 years that was wrong from a check printing company. That was until I used this company. Their customer service department is rude and condescending. I was also told i could re-order at double the cost, not at the same discount. Final Business Response /* (4000, 9, 2015/08/25) */ August 19, 2015 Ms.************* Assistant Manager Direct Retail Services Better Business Bureau 330 North Wabash Avenue, Suite 2006 Chicago, IL XXXXX RE: Ms. *************** ************************************************** Case # ******** Account # XXXXXXXXX Dear Ms. ******** We are in receipt of your e-mail, dated August 19, 2015, regarding Ms. ********'s rebuttal comments. Contrary to Ms. ********'s belief that viewable copies of electronically transmitted orders are readily available for review....they are not. However, our check printer was able to retrieve the information from the tapes received directly from our website. The transmittal report was reviewed by management, and shows that Ms. ********'s check order was printed with the information "exactly" the way she entered it. Additionally, review of the recorded transcripts show our agent acted in a professional & courteous manner even during extremely difficult conditions. Also, while our agent was transferring of the call to a supervisor, the call abruptly ended. As we have reviewed the transmittal report per Ms. ********'s request, and the results of our research confirm that her order was printed with the information she provided; we are standing by our original response and no further action will be taken. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, **** ******* Client Services

8/24/2015 Problems with Product/Service
8/3/2015 Advertising/Sales Issues
8/3/2015 Problems with Product/Service
7/29/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Will process your order (give you a confirmation), take your payment method information & 2 weeks later, if you chase them, change the contract.

Desired Settlement: I want the order confirmed on July 10th delivered on time for mydaughters

Business Response: Initial Business Response /* (1000, 5, 2015/07/28) */ July 28, 2015 Ms.************* Assistant Manager Direct Retail Services Better Business Bureau 330 North Wabash Avenue, Suite 2006 Chicago, IL 60611 RE: ***************** XXXX Xth Ave. Apt. 1C Milton, WA XXXXX-XXXX Case # XXXXXXXX Account # XXXXXXXXX Dear Ms.********* We are in receipt of your e-mail, dated July 20, 2015, regarding Ms. *****'s complaint. Our records show Ms. ***** placed an Internet order for "My Daughter's ***** & Love Diamond Ring" on July 2, 2015, to be paid in 4 monthly installments. Although she may have received an "Order Confirmation" indicating an expected ship date, it also stated that the order will be processed "pending credit approval." Our records show our credit department denied credit approval, and indicated that full payment would be required to proceed with the order. A letter was mailed to Ms. ***** on July 2, 2015 explaining the above, and asking for full payment. Our records show Ms. ***** contacted us on July 9th and canceled her order. Our records further show Ms.****** placed another Internet order on July 10th for the same ring, again indicating she was going to pay in installments. As before, our credit department denied credit approval; however this time an email was sent to Ms. ***** explaining that full payment was required. Ms. ***** canceled the order two days later. Ms.********* we are well within our rights to deny credit approval where we feel there might be significant risk involved. However, once the client has established good credit with us, she will be able to take advantage of the Installment Payment Plan on future orders. Thank you for bringing this matter to our attention. Since the orders have been canceled, and Ms. ***** made aware of the pre-ship requirements, we are considering this matter closed. Sincerely, ************ Client Services Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) If this "pending approval of credit" was listed it is in font 3 several lines below the letter. Also, I have the authorization code from calling in to make my first payment on Tuesday when they did not run my card and/or contact me, in a professional, timely manner to discuss this. In fact, they have not shown the professional courtesy of direct communication yet only sending a letter by mail over a week after the order was placed which I also have which is quoted in saying, "pay your balance down or off" again not indicating that full payment was due only asking if I would be willing. THIS IS A BAIT AND SWITCH. I could have paid it in cash, could still, however, the point is that they agreed to and with the authorization number and the follow up, over a week later, letter, broke their own contract. And this is assuming I accept their font 3 several lines away, hidden from view, "on approval of credit" line....a professional agency indicates this at front. Lastly, I am aware that I am rebuilding my credit, however, continue to want, in writing, the specific policies which allowed them to do this. To take my account information and provide me first with an order confirmation and then on the following Tuesday with an authorization number. Without these clearly written, in writing, policies specifying their exact criteria this stands to go to court if not resolved here.. ******* ***** Final Business Response /* (4000, 9, 2015/07/29) */ July 28, 2015 Ms.************* Assistant Manager Better Business Bureau RE: ***************** Case # ******** Account # XXXXXXXXX Dear Ms.********* We are in receipt of your e-mail, dated July 28, 2015, regarding Ms. *****'s rebuttal comments. The "authorization" code Ms.****** refers to is actually a "confirmation" number for her payment information. It is not an indication that her order was "authorized" by The Bradford Exchange or that credit was approved. Additionally, we did not "run" her credit card because our Credit Department did not approve her credit, and as stated in our previous response a letter was mailed out on July 15, 2015; contrary to her statement that it was sent out a week after she placed the order (she placed the order referred to in her rebuttal, via the Internet on July 10th but called in her payment on July 14th). Additionally, our automated phone system is set up to ask the customer if they are paying in full, or if they are making the first installment. However, this system does not indicate that the customer has passed ****** approval, and that process is separate from the automated system. Only after receiving payment information can our Credit Department review the order and determine if they are going to approve credit. As a matter of common practice for businesses across the board, we do include the disclaimer that orders will be processed "pending credit approval." Again, we are well within our rights to deny credit approval where we feel there might be significant risk involved. If Ms. ***** has any further questions or concerns regarding this matter, she should contact us directly at XXX-XXX-XXXX. Sincerely, ************ Client Services

7/27/2015 Advertising/Sales Issues
7/20/2015 Advertising/Sales Issues
7/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a package with a "collectible" and a bill for $38.98. I did not order this product, nor have I ever purchased something from this company. There is no phone number to contact the company on the invoice. It is deceptive marketing that preys on the innocent. There are no instruction on how to return the item, which makes me wonder if I will continue to get a bill if I do not return it. Never mind the effect this has on the environment - sending unwanted plastic that will fill our landfills.

Desired Settlement: I wish to return the product and have the company pay for the shipping.

Business Response: Initial Business Response /* (1000, 5, 2015/07/07) */ July 7, 2015 Ms. ************ Assistant Manager Direct Retail Services Better Business Bureau 330 N. Wabash Ave., Suite 2006 Chicago, IL 60611 RE: Ms.******* ********************************************* Case # ******** Dear Ms. ******** We are in receipt of your email, dated July 3, 2015, regarding Ms.*******'s complaint. We would be more than happy to assist Ms.******* in returning her collectible and provide pre-paid shipping labels for a full refund, however, we are unable to locate an account with the same name and address on the original complaint. We kindly request additional information from Ms.******* including her full billing address or any other details about the package she received so that we can investigate the matter immediately. Please contact us if we may be of further assistance. Our toll free number is 877-903-1696; our hours are 7:00 a.m. to 6:00 p.m., Monday through Friday. For the best service we encourage you to call Tuesday through Friday between 8:00 a.m. to 12:00 p.m. and 2:00 p.m. to 5:00 p.m. (CT). Sincerely, ************ Client Services

7/20/2015 Problems with Product/Service
7/20/2015 Problems with Product/Service
7/17/2015 Problems with Product/Service
7/17/2015 Problems with Product/Service
7/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I did not do this but they can't let me hear the phone conversation.

Desired Settlement: Just credit the shield and phone charge. No one seems to have the authority.

Business Response: Initial Business Response /* (1000, 5, 2015/06/24) */ June 23, 2015 Ms. Nita ******* Assistant Manager Direct Retail Services Better Business Bureau 330 N. Wabash Avenue, Suite 2006 Chicago, IL 60611 RE: Ms. Luetta ********** ********************************************* Case # ********* Account # ********* Dear Ms. *******: We are in receipt of your e-mail, dated June 18, 2015, regarding Ms. ********** complaint. Our records indicate that we received a phone order for 4 boxes of checks in the "Safety" design on June 16, 2015, and two Check Registers. The checks and registers were shipped to Ms. ******** on June 23, 2015. SecureShip and EZ Shield Check Protection are standard on all phone orders for Bradford Exchange Checks. The fees are explained in detail during the confirmation process of the customer's order, and our records show Ms. ******** agreed to the order and approved the submission. It is not our policy to issue refunds in this situation, however, for this one time only and in the interest of good client relations, we will credit her account for the EZ Shield fee of $17.00 and the phone charge of $3.95 as Ms. ******** requested. We trust this resolves the issue and are considering the matter closed. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, Tofer **** Client Services Initial Consumer Rebuttal /* (3000, 7, 2015/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) They advertised no s and h charge and when they submitted the bill it was added. I requested immediately to cancel order but they said they couldn't do it. I informed them I would refuse the order when it arrived and I intend to do so. I have advised my credit card to not honor it. Thank you for your assistance

7/10/2015 Problems with Product/Service
7/6/2015 Problems with Product/Service
6/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered 4 boxes of duplicate personal checks. (order # XX XXX XXX XXXX) The purchase was made in March 2015. It is now June 2015. I have contacted the company every two weeks since the order requesting information on the shipment. The checks have my personal checking account information on them and am concerned of there where-a-bouts. Along with what this company is doing with my information. When I call the company, the staff is extremely rude and actually laughed at me while on the phone when I stressed my concerns. Originally (2 weeks after order)I was told the hold up was because they had 2 addresses for me. And they wern't sure where to send the checks. Instead of them reaching out to me they left my order sit in limbo. After not receiveing the checks I had to call them. Once the address mishap was taken care of (in March) and still not recieving the checks I called and emailed back again...this time I was told, and numerous times after that, that the checks are being processed. Fast forward, 3 months later, it is June 11th and I receive a response from my email earlier that day...stating that I had canceled my order the last time I called. This statement is a lie. I never canceled the order. Each time I call or email I stress how I am in need of the checks and need them ASAP. Each time I am given a new story as to why the order was being held. And that is it now being processed.

Desired Settlement: I would like the checks that I have ordered to be shipped free of charge due to the time and aggravation of dealing with this company.

Business Response: Initial Business Response /* (1000, 5, 2015/06/18) */ June 18, 2015 Ms. **** ******* Assistant Manager Direct Retail Services Better Business Bureau 330 North Wabash Avenue, Suite 2006 Chicago, IL 60611 RE: Ms. **** ***** * ** ***** *** ******* **** *** XXXXX-XXXX Case # XXXXXXXX Account # XXXXXXXXX Dear Ms. ******** We are in receipt of your e-mail, dated June 12, 2015, regarding Ms. *****'s complaint. Please accept our sincerest apology for any inconvenience this situation may have caused. Our records show that there was miscommunication between the call center and the check processing center that resulted in Ms. *****'s order being accidentally canceled. Because she is a valued client, and in the interest of providing good client relations, we are going to arrange for her to receive her checks free of charge. One of our agents will be contacting Ms. ***** at the phone number we have on file which is XXX-XXX-XXXX to verify all information that is to appear on the checks, and the address where they are to be sent. If this phone number is incorrect, we respectfully request Ms. ***** contact **** ******* at XXX-XXX-XXXX. Again, we sincerely apologize for the inconvenience she experienced, and we will be contacting Ms. ***** later on this afternoon. Our agent will be happy to resolve this issue to Ms. *****'s complete satisfaction. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ***** **** Client Services

6/26/2015 Advertising/Sales Issues
6/22/2015 Guarantee/Warranty Issues
6/18/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: After waiting over 2 weeks for these, they had the wrong bank name. When I called they asked if bank had recently changed names and had new routing #. I called bank and was informed it had been almost a year and the information should have been in their system. When I called Bradford back, the CS rep was rude and stated it was my problem because I gave the wrong info. When I told her I just wanted corrected checks or money refunded she said again it wasn't their problem. I explained that the bank said it should have been in their system and she just was adamant about them not doing anything, I have NEVER contacted BBB before and thought you all might be able to help in this situation. The bank explained that some places will not accept these checks with the incorrect routing # and now I am stuck with checks I have paid for and can't use. I would have preferred a replacement but after being talked to in this manner, would prefer a refund. Thank you for any help you can provide in this matter.

Desired Settlement: 12.89

Business Response: Initial Business Response /* (1000, 5, 2015/06/05) */ June 4, 2015 Ms. **** ******* Assistant Manager Direct Retail Services Better Business Bureau 330 North Wabash Avenue, Suite 2006 Chicago, IL 60611 RE: Ms. **** ****** **** ******** *** ************* ** XXXXX-XXXX Case # XXXXXXXX Account # XXXXXXXXX Dear Ms. ******** We are in receipt of your e-mail, dated May 26, 2015, regarding Ms. ******'s complaint. Our records show that we received an order via the Internet for 2 boxes of single checks in the "Security Check" check design on May 8, 2015. The order was processed with the information Ms. ****** provided, and it was shipped accordingly. Our website requests that all of the ordering and account information be verified before completion of check orders; and to assist with this we have implemented a more user friendly process for placing orders via our website. However, it is up to the customer to confirm and enter correct information to ensure their checks are printed correctly. Most important is the section for entering the financial information or Checking Account Information." It should be noted that the Routing Number is "bank specific," and the number that the customer enters is the determinant for the bank name that is printed on the checks. While our check printer receives updated information from banking institutions on mergers, acquisitions, and/or name changes, it is ultimately up to the customer to enter the correct Routing Number that corresponds with these types of changes. We assure you, our check printer processed the order with the bank name based on the Routing Number entered by Ms. ******. Because we request that our clients verify all account information prior to completing their orders, and have implemented the user friendly Checkout process described above, we do not arrange for a rerun of the checks in cases of customer error. However, on a one-time basis, and as a matter of good client relations, we can offer to arranged for Ms. ****** to receive a corrected order of checks at the same low introductory price as her original order. To accept this offer she should contact us directly at the number below; or if she wishes to receive a refund, we can provide her with return instructions. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, **** ******* Client Services XXX-XXX-XXXX Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The site gave no option to change your financial institution name, just to enter the routing number on your check, which I did. The bank assured me it should have been in their system, as it had been almost a year since the acquisition of their bank had taken place, and that most companies would amend their mistake for that reason. I had no knowledge of a new routing number for the bank and did make sure all of MY personal information was correct. All I asked for was a new order of checks or my money returned, and I would think that was a reasonable solution, since a new set of checks would cost them very little if they only charge a consumer 12.89. To top this off, for a customer to have been talked to in the manner in which I was, it should be a business' opportunity to apologize and assure them this is not the way their company treats its customers. Final Business Response /* (4000, 9, 2015/06/17) */ June 17, 2015 Ms. **** ******* Assistant Manager Better Business Bureau RE: Ms. **** ****** Case # XXXXXXXX Account # XXXXXXXXX Dear Ms. ******** We are in receipt of your e-mail, dated June 15, 2015, regarding Ms. ******'s rebuttal comments. While Ms. ****** is correct that our website provides no option for entering (or changing) the name of the financial institution, we wish to advise you that we never stated this could be done in our previous response. If you recall, we explained that the Routing Number entered by Ms. ****** was the deciding factor in the bank's name that was printed on her checks. Our records show Ms. ****** was informed of this, when she called to inform us of that her checks arrived with the incorrect bank name. On May 26, 2015 during this conversation with our agent, it was gently suggested that she contact her bank to verify the Routing Number she entered when placing the order. Ms. ****** agreed to check, and get back to us, which she did later the same day. She advised us that she confirmed with her bank that the Routing Number "she" provided was incorrect. Again, the name of the bank or financial institution printed on checks is contingent on the Routing Number provided by the client; not the other way around. Ms. ******** after reviewing all notes and transcripts of the recorded phone calls between Ms. ****** and various customer service agents, we assure you all agents acted with the utmost respect and professionalism despite the difficult circumstances presented by Ms. ******. Our agents offered apologies several times while trying to explain that our guarantee does not cover customer errors. And, and as a matter of good client relations, we offered to arranged for Ms. ****** to receive a corrected order of checks at the same low introductory price as her original order. She refused, and abruptly ended the call. We are more than willing to issue a refund to Ms. ******, and as we previously instructed, she should contact us directly so we can provide her with return instructions. A refund will be issued upon receipt of the return at our Returns Center. She can contact me at my private number listed in our previous response, or at the toll-free number listed below. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, **** ******* Client Services XXX-XXX-XXXX ext. ****

6/17/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: acct # XXXXXXXXX Ordered & received Nov 1914 Pd with other outstanding bills check # **** 1-14-15 bank copy of check shows cashed 2-04-15 bills continue to be receivedJan, Feb, Mar, Apr, *** & June After eachexcept JunePhone conversationassured that it will be marked "Pd" Now a June bill "overdue"

Desired Settlement: account marked paid and cleared.

Business Response: Initial Business Response /* (1000, 5, 2015/06/16) */ June 16, 2015 Ms. **** ******* Assistant Manager Direct Retail Services Better Business Bureau 330 N. Wabash Ave., Suite 2006 Chicago, IL 60611 RE: Mr. *** **** ** ** *** ******* ** XXXXX-XXXX Case # XXXXXXXX Account # XXXXXXXXX Dear Ms. ******** We are in receipt of your email, dated June 12, 2015, regarding Mr. ***'s complaint. We wish to assure you that our records show Mr. ***'s account is paid in full. The invoice he recently received was sent prior to us settling his account on May 13, 2015. His account has been removed from collections and he will not receive further notifications from them. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ****** ***** Client Services Initial Consumer Rebuttal /* (2000, 7, 2015/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a cardregular maillatter that day that showed the account paid as requested.

6/17/2015 Advertising/Sales Issues
6/15/2015 Problems with Product/Service
6/9/2015 Advertising/Sales Issues
6/9/2015 Problems with Product/Service
6/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My name is Luigi ****. I am the Representative Payee on my mother's (Alma E. ******) bank account. On May 11th, I accidently wrote a check out to The Bradford Exchange on the wrong check register but was not able to stop the mail from being picked up. I immediately contacted The Bradford Exchange and was told by the Customer Service Representative that the Bradford Exchange would place a note on her account (*********** to not cash the check (#1198) in the amount of 23.32. The Customer Service Rep said they would simply cancel the payment. Fast forward to May 19th, 2015. The Bradford Exchange cashed the check anyways. When they did that, it brought my mother's account to a negative balance and a 35.00 overdraft fee was added, bringing my mother's account to a negative 54.70. When I was able to contact them on May 26th (Memorial Day Weekend prevented me from calling sooner), I called their customer service number (1-866-907-3607) and spoke to a Customer Service Rep named Drew. He reviewed the notes and repeated the previous Rep message to me. I informed him that the check was cashed anyways. He then spoke to a supervisor and informed me that the previous Representative was wrong and that there is no system in place to do what the previous Rep said would take place. I asked him if I was out the 54.70 now? He said the Bradford Exchange is not able to do anything at this time. At that point, I terminated the phone call.

Desired Settlement: Due to the poor training that the 1st Customer Service Representative received in relaying bad information to their customer (myself), I would like the amount of 23.32 refunded to me PLUS the bank overdraft fee of 35.00 refunded to me as well. If the Bradford Exchange had told me correct information, I would have cancelled the check on my end. However, I relied on their Customer Service policies at the time.

Business Response: Initial Business Response /* (1000, 5, 2015/06/02) */ June 2, 2015 Ms. Nita ******* Assistant Manager Direct Retail Services Better Business Bureau 330 North Wabash Avenue, Suite 2006 Chicago, IL 60611 RE: Mr. Luigi ******************************************************************* Case # 94553541 Account # ********* Dear Ms. ******** We are in receipt of your e-mail, dated May 26, 2015, regarding Mr. ****** complaint. We have reviewed all of our records, and although they show that our agent agreed to leave a note on our client's account per Mr. ****** request, we dispute telling him that the check would be returned. On the contrary, customer payments are electronically processed and there is no way for us to intercept it. We receive thousands of payments each day, and is the reason we could not possibly honor his request. At the very least, the note was put on the account to demonstrate our willingness to "try" to intercept it, but also as an explanation in the event the check was returned to us as NSF. At no time did we guarantee that we could intercept it. We are very sorry, but we cannot be held responsible for customer errors nor should we be held accountable for overdraft fees, when the payments we receive are accepted in good faith. Because this was not our error, we will not be refunding the initial payment or reimbursing our client for the overdraft fee. The order has already been shipped, and if a refund is desired the product will have to be returned. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, Mary ******* Client Services Initial Consumer Rebuttal /* (2000, 7, 2015/06/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have no choice in accepting their response as they have already sent me the item in question and my mother refuses to send it back. However, they did tell me that they would cancel that check. Will not be doing business with them again and will suggest to others to do the same

6/1/2015 Problems with Product/Service
5/28/2015 Problems with Product/Service
5/27/2015 Problems with Product/Service
5/26/2015 Problems with Product/Service
5/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered the Mother Holds Her Child's Heart Birthstone Pendant With Names neckless with a guaranteed delivery by Saturday May 9th, in time for mother's day. Which is the only reason i ordered this item is due the Advertising stating order now for guaranteed delivery by Mother's Day. otherwise I would have never ordered it. Here it is Mother's day and no neckless which was to be a gift from my children to their mother. I called on Friday evening and was told to call back Monday, they only respond to checks. After speaking to a supervisor i was told it was shipped and would receive it on Saturday. Saturday around 2 pm central time, i called again and asked to speak to a supervisor, after going through 3 different people I finally got a supervisor, who told me he don't know anything other then it was shipped with an excuse they use various shipping companies. USPS has already ran, the post office was already closed, and FedEx had already delivered to my home a package I ordered 2 days after this neckless from Bradford Exchange. Now my children has no gift to give to their mother on Mother's Day as this was their money they was using to pay for this neckless. Point blank and simple this was consumer fraud as defined by "Lanham Act, 15 U.S.C.A. § 1125" by falsely advertising a guaranteed delivery by Mother's day if i ordered right then, Which I did when I seen the advertisement

Desired Settlement: The Bradford Exchange is the one who committed this problem, I wish to see what they offer to correct the issue.

Business Response: Initial Business Response /* (1000, 5, 2015/05/18) */ May 18, 2015 Ms. Nita ******* Assistant Manager Direct Retail Services Better Business Bureau 330 N. Wabash Avenue, Suite 2006 Chicago, IL 60611 RE: Mr. Michael ******* ************************************************* Case # ******** Account # ********* Dear Ms. *******: We are in receipt of your e-mail, dated May 11, 2015, regarding Mr. *******'s complaint. Each year we make every attempt to supply our customer's with their chosen gifts on time for Mother's Day. Unfortunately, as much as we try to be prepare for every possible obstacle, no amount of planning will ensure that we are 100% successful. And for this, we sincerely apologize. As our goal is to deliver orders on time during Mother's Day, we often implement FREE upgraded shipping on those orders that are shipped at the last minute. Unfortunately, Federal Express and United Parcel Service do not deliver to Post Office Boxes, and therefore, we were unable to utilize the upgraded shipping methods to deliver Mr. *******'s order on time. Our records indicate Mr. ******* placed his order on-line on time for Mother's Day delivery, but may have been unaware of possible delays when shipping to Post Office Boxes. We wish to assure you we are always looking for ways to improve the ordering experience, and are addressing this issue as we speak. In the meantime, because we did not meet our promise to deliver his order on time, we are issuing a house credit for the shipping fee, plus 15% of the total cost of the pendant. We trust he has received his order by now, and if he has any further questions or concerns he can contact me directly at the number below. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, Mary ******* Client Services ************ Initial Consumer Rebuttal /* (3000, 7, 2015/05/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response because when I was trying to get in touch with someone I was given a run around. then when i finally did speak with someone he could not provide me with any tracking info untill a week later. I do not know what kind of business they are running, but I do not wish to ever trust them with a order again

5/22/2015 Advertising/Sales Issues
5/14/2015 Advertising/Sales Issues
5/13/2015 Advertising/Sales Issues
5/12/2015 Advertising/Sales Issues
5/11/2015 Problems with Product/Service
5/6/2015 Advertising/Sales Issues
5/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Order placed for shoes 8/14 paid by check 9/14 notice received approx 10/14 shoes would be shipped 1/10/15 , notice again received 1/15 would be shipped 4/10/15 today 4/16/15 received notice shoes would be shipped 79/15! No number to reach other than to cancel auto answer only

Desired Settlement: Want the shoes ordered

Business Response: Initial Business Response /* (1000, 5, 2015/04/21) */ April 21, 2015 **************** ***************** ********************** ********************** ******************************** ***************** ********************** ******************** ************************* *************** ******************* ***************** We are in receipt of your e-mail, dated April 17, 2015, regarding ************ complaint. Our records show that we received an order, in ************ name, at the above address, for one pair of "Broncos Velcro Slip-on Sneakers" - size 8.5. His original order was received on July 30, 2014, and at that time we expected to fulfill his order within 8 weeks. Unfortunately, we have been experiencing unexpected extreme delays in production due to unforeseen circumstances. We assure you and ********** that we are working diligently to resolve the issues, and hope to begin shipping merchandise this summer. As a result, we feel it's in ************ best interest that we cancel the order at this time. We assure you, as soon as we receive a reliable ETA, we will notify ********** and extend to him the offer previously agreed upon. If ********** has any questions or concerns, he can contact me directly at the number below. Again, we apologize for the delay, and appreciate his patience. Thank you for bringing this matter to our attention. Sincerely, ************ *************** ************

5/1/2015 Problems with Product/Service
4/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I paid $319.95 for 4 (four) pieces of Hawthorne Village Christmas Express Trains. They didn't fill the order as requested and sent me an $80.00 refund check in error. I've sent them copies of the cashier checks I sent to pay for the train pieces. They'er trying to tell me I spent the same $80.00 twice and will only refund me $239.94. I spoke with supervisor **** and another, they both say only $239.94. My son-in-law doesn't want tne train, and I can't send any part of it back until this conflict is resolved. PLEASE HELP ME !!!

Desired Settlement: I paid $319.95 for a total of 4(four) train pieces.They didn't fill order as requested, but sent me refund check for $80.oo in error instead I have sent them copies of the cashier checks I mailed to pay for the train cars. They'er trying to tell me I spent the same $80.00 two times, and will only refund me $239.94 when I return the trains. My son-in-law doesn't want the train,and I can't start to return it until this conflict is resolved. I spoke with supervisor **** and another,and they won't agree to send me what I have proof I paid for the train. PLEASE HELP ME !!!

Business Response: Initial Business Response /* (1000, 5, 2015/04/10) */ April 10, 2015 **************** ***************** ********************** ********************** ****************************** ***************** ************************** ******************** *************************** *************** ******************* ***************** We are in receipt of your e-mail, dated April 2, 2015, regarding ************ complaint. We sincerely apologize for the confusion that may have resulted, and how ********** interpreted the information given to her, but our review of the recorded conversations with our representatives and supervisors indicate there was miscommunication on both sides concerning the way payments were applied. That said, I will try to recap our records in order to clearly show ********** that she has been refunded $157.95 of the $319.95 that she paid for the four train cars in the "Thomas Kinkade Christmas Express Train Collection." The remaining $162.00 will not be refunded until she returns the first two shipments in the collection, which includes the Locomotive and the Coach Car. Additionally, the aforementioned refund consisted of an $80.01 overpayment due to our error in "not" applying it to one of the trains she ordered; and $77.94 for the return of the "Caboose" from the same collection. As stated above, once we receive the returns of the first two train cars and a refund is issued, ********** will have received the full amount of $319.95. Below is an itemization of **********'s payment history for this collection showing where they were applied, and refunds issued so far. Payments - Product - Date Returned - Refund Issued $ 26.66 - Express Locomotive- $133.33 - Express Locomotive - - $80.01(ovrpymnt) $159.96 - Express Caboose-7/4/14- $77.94 - Express Coach Car & Track- _______ ________ $319.95 $157.95 Again, we apologize for the confusion, but as you can see above, ********** has been refunded all she is entitled to at this moment. But, once she returns the Locomotive and the Coach Car she will be refunded the remaining balance of her payments. If she has any questions regarding this matter she can contact me directly at the number below. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ************ *************** ************

4/23/2015 Problems with Product/Service
4/21/2015 Advertising/Sales Issues
4/20/2015 Advertising/Sales Issues
4/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered "Freedom's Light: The Legacy of the Corps Lamp," from the Bradford Exchange on June 2, 2014. Estimated delivery date was 6-8 weeks. After the item never arrived, a notice was received that "due to unforeseen delays, we will not be able to ship your item until the date listed below.." A series of these generic delay notices were received every 8-10 weeks reporting a further delay of the delivery with the same verbiage. Finally on December 22, 2014 I called customer service and complained that it seemed as if the item didn't even exist. I was sent n email stating that they were sorry for the delay but that they expected the item to ship in 4-6 weeks. And now I have received yet another delay notice stating that the expected ship date will be June 23, 2015. After waiting a year for an item that I was planning as a gift in July, I simply want the item and want to be able to take their email address and put it in my junk folder, where it belongs. Through this time period, the item is still listed, and if one were to order the item, a delivery date of the next 6-8 weeks is still stated. Right now the estimated arrival is *** 14-*** 29 on the website if I add the item to my cart and look at the shipping info. However, I have a little delay notice from my mailbox that states no ship until 6/23. When I called customer service today, I confirmed tat the lamp *** not have even been minted yet. I think that if a business knows that an item is waiting for enough reserve sales before minting they should disclose that rather than having individuals order an item that doesn't exist. Had I known that it would take so long for this item to arrive, I never would have ordered it (to their credit, they don't charge your credit card until the item ships) and I would not have to keep seeing email from them. Every day I get an email promoting one of their products yet the one I ordered is not even real. This has caused a significant amount of stress, frustration, disappointment, and wasted time and this company has totally alienated me as a consumer.

Desired Settlement: I believe the Bradford Exchange should disclose when items they are selling are not yet minted, or are expected to be delayed significantly. If an item isn't minted, it is clearly not going to arrive in 6-8 weeks. They should not be allowed to string consumers along every two months with another delay notice.

Business Response: Initial Business Response /* (1000, 5, 2015/04/09) */ April 9, 2015 **************** ***************** ********************** ********************** ******************************** ***************** ************************ ****************** ********************************** *************** ******************* ***************** We are in receipt of your e-mail, dated April 2, 2015, regarding *********** complaint. Our records show that we received an order, in************ name, at the above address, for one "USMC: Legacy of the Corps Library Lamp." At her request, it is scheduled to be charged to her credit card upon shipment. At the time the lamp was introduced, it was our intent to begin shipping within 6-8 weeks of receiving orders. However, due to extreme production difficulties, notifications of shipping delays have been sent to customers on a regular basis to keep them up to date. And, in accordance with *** guidelines our customers are reminded of their right to cancel the order and receive refunds if the delay is inconvenient. According to the options she chose, *********** order was reinstated after receiving our notices and her order will be shipped as soon as we receive our allotment. The most recent information we received from our marketing team is that we are working very diligently to resolve the production issues, and hope to begin shipping in the Fall. We are very sorry for the delay, but in our effort to make sure each collectible is manufactured to our specifications of quality and design, some products take longer to produce than others. We want to make sure that the products our customers receive is something that they will be proud to display in their home for many years to come, or gift to others. As a matter of good client relations, and to show how sorry we are for the delay, we are extending a company credit to ***********order, which will adjust the balance charged to her credit card upon shipment. Again, we sincerely apologize and request that if she has any further questions, to please contact me directly at the number below. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ************ *************** ************

4/17/2015 Problems with Product/Service
4/17/2015 Problems with Product/Service
4/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have received numerous invoices from the Hamilton Collection stating that I still owe $38.98In invoice dated Mar 20, 2015, states in part: "we still have not received your $38.98 for your...shipped to you some time ago."I have no idea which shipment they are referring to.I ordered and received one (1) package which I have paid for.Charges on my credit card:11/7/14 $38.9811/11/14 $38.9812/4/14 $38.98I called customer service and told them I did not want anymore shipments. They stated they would cancel the order and I would not receive any more shipments.I still received 2 shipments after I told them emphatically I did not them to ship me anymore.I am still receiving invoices that state I owe $38.98 and if not received within 21 days they will be forced to your my record over to a collection agency.I paid for the only shipment I kept on Nov 7, 2014 by credit card.I have no idea which shipment they are referring to. I kept first shipment and paid for it, and all others have been sent back Return to SenderRefused. Product_Or_Service: "Cats Leave Paw Prints on Our Hearts" Order_Number: XXXXXXXXXXXX Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Stop sending invoices and saying I still owe you money. I have paid for the one shipment I kept. All other shipments were returned.And I don't want to hear from any collection agency stating that I have a balanced owed on this account.I want this account closed and $0 balance.

Business Response: Initial Business Response /* (1000, 5, 2015/04/09) */ April 9, 2015 **************** ***************** ********************** ********************** ********************************* ***************** ******************* ***************************** ******************************* *************** ******************* ****************** We are in receipt of your e-mail, dated March 31, 2015, regarding *********** complaint. Our records show we received a reservation order for the entire "Paw Prints from Heaven" Kitten Figurine Collection via the ********* Service, in *********** name on September 26, 2014. According to the offer she responded to, the first issue "Cats Leave Paw Prints on our Hearts" would be shipped with an invoice requesting payment. The collection would continue with subsequent shipments upon receiving payment for each of preceding shipments. We had no way of knowing ********* did not want the "collection" and shipments were made accordingly. However, we were contacted by ********* shortly after sending the second and third shipments, "Precious Paw Prints from Heaven," and "Furr-Ever in Our Hearts," requesting to cancel but do to errors on our part the fourth issue, "Love Never Furr-Gets," was allowed to ship. In addition, the returns of the third and fourth issues were processed incorrectly as replacements instead of refunds. We have since corrected our error and processed the returns for refunds, and ********* has either been refunded or credited for them. Concerning the first two shipments, we have no record of receiving the return of the second shipment, "Precious Paw Prints from Heaven." However, in the interest of good client relations and since she indicated she returned it, we have canceled the billing and she can ignore the invoice she received dated March 20, 2015. Further, ********* still owes us for the first shipment in the collection that was shipped to her in September. Our records show she sent us credit card information for payment on November 6, 2014; however, on January 13, 2015 we receive a Credit Card Chargeback Notice from her bank reversing the payment. According to the information in the notice, ********* disputed the charge telling them she did not receive the merchandise. As of today, the chargeback has not been reversed and ********* is still responsible for making payment for this one shipment she confirmed keeping. We request that she utilize the most recent invoice she received, and send us her payment for "Cats Leave Paw Prints on Our Hearts." We apologize for the errors that occurred with her order, and for any inconvenience this may have caused. If she has any further concerns or questions, she can contact me directly at the number below and I will be happy to assist her further. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ************ *************** ************ Initial Consumer Rebuttal /* (3000, 7, 2015/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received an invoice dated September 26, 2014 saying that I had subscribed to the Blake Jensen Paw Prints from Heaven collection. What I ordered was "Cats Leave Paw Prints on our Hearts". That was the only one I saw a picture of and had no intention of ordering the entire collection. It also says you have a 365 day guarantee policy. And that I can cancel at any time. So, when I received the second shipment I sent it back, "Return to Sender", but since you had my credit card information, you still billed for each shipment. All I could see was charges to my credit card on 11-7-14, 11-11-14, and 12-4-14 for $38.98 each. I see one credit for 38.98 from the Hamilton Collection. I consider that the payment for the one shipment I kept. I never received any refund. I then called my credit card company and asked what these charges were for. I had only ordered the one shipment. They closed that account and gave me a different account number. All the month of December, 2014 I tried to contact customer service and could not get through. My bank tried to contact you and could not get through. So, I called back in January, 215 and was told by the CSR that they were understaffed during that period and that's the reason the long hold time. I told him I wanted to cancel these shipments. He promised me I would not received any more shipment and that my account would be cancelled. Why is it if my account was cancelled that I kept receiving shipments from you? I have been a long time subscriber to the Bradford Exchange and have purchased many fine pieces of merchandise. But if you continue to insist that I owe you money, I will not shop there anymore. Because of all the trouble you have put me through, I believe I deserve a refund or credit of $38.98. Regards, ************* Final Business Response /* (4000, 9, 2015/04/16) */ April 16, 2015 ***************** ***************** ********************** ********************* *************** ******************* ***************** We are in receipt of your e-mail, dated April 14, 2015, regarding *********** rebuttal comments. We sincerely apologize, but as we stated in our previous response, the order form ********* mailed to us was a "reservation order form" for the entire "Paw Prints From Heaven" Collection. "Cats Leave Paw Prints on our Hearts" was the first issue in the collection, and even though it was the only one picture, the advertisement specifically stated that "subsequent shipments would be shipped and billed separately." ***********, we had no way of knowing ********* did not want the "collection" and is the reason shipments were made according to the advertised offer. We also apologize for the errors on our part that allowed additional shipments to be made. As we explained, we have since corrected our error and processed the returns for refunds. ********* has already been refunded and/or credited for everything she is entitled to. To recap our previous response: ** First issue shipped, billed to credit card, client disputed charge, payment was reversed, and invoice mailed...payment is still due. **Second issue shipped, billed to credit card, client disputed charge, payment was reversed, and invoice mailed...product was returned and billing canceled. **Third issue shipped, credit card charged, product returned, and credit card refunded...no balance due. **Fourth issue shipped, but was never billed to credit card; product returned and invoice canceled. As you can see above, ********* issued credit card disputes with her credit card company for two (2) shipments; issue one: "Cats Leave Paw Prints on Our Hearts" and issue two: "Precious Paw Prints From Heaven." The chargeback resulted in a reversal of payment for both products, and invoices were generated for both. As you can see, we have canceled the billing for issue two since she indicated she returned it. But she still owes us for issue one indicated above. Again, we sincerely apologize for the errors that occurred with her order, and for any inconvenience this may have caused. But, respectfully ********* is not due any further refunds, and our error (which has been corrected) does not negate the fact that she owes us for the merchandise we shipped to her. We must insist that she can contact me directly at the number below if she has any further concerns or questions regarding this matter. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ************ *************** ************

4/13/2015 Advertising/Sales Issues
4/10/2015 Problems with Product/Service
4/9/2015 Advertising/Sales Issues
4/6/2015 Problems with Product/Service
3/30/2015 Problems with Product/Service
3/27/2015 Advertising/Sales Issues
3/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: At aproximately 11:00.am on March 6, I ordered checks from a brochure from our paper. The ad said one box of checks cost $6.99 and a second was free, and required service and handling was $2.95. I was not offered any extras nor did I request them. I did question the sales person on the final amount, but she only replied that this was much less than banks would charge. On thinking about it, within 5 minutes I called back to cancel and was told that I was calling too soon, that my order wasn't in the system yet. I then sent an e-mail at 12:42 , cancelling the order, but received one in return telling me that I was too late, the check order has been processed. The final cost of the checks was $37.79, which included$12 for EZsheild , which I did not request, $8.95 for secure ship, $5.90 for service and handling, and $3.95 for phone fee. I find the extra fees outrageous!

Desired Settlement: I would like for the company to honor their ads, enumerate what their various costs are and not add features not asked for nor wanted.

Business Response: Initial Business Response /* (1000, 5, 2015/03/16) */ March 16, 2015 **************** ***************** ********************** ********************** ******************************** ***************** *************************** ****************** ************************* **************** ******************* ***************** We are in receipt of your e-mail, dated March 9, 2015, regarding *************'s complaint. Our records indicate that ************* placed a phone order for 2 boxes of checks in the "Lena Liu's Butterfly Gardens" check design on March 6, 2015. Even though it was too soon for her order to be "visible" in our system, check orders are transmitted directly to our check printer and are immediately approved for processing once credit card authorization is obtained. For this reason we could not cancel her order. Additionally, after reviewing the recorded conversation between ************* and our Customer Service agent, we found that ************* was quoted the cost of EZ Shield Check Protection, Secure Ship Trackable Shipping, and the required processing fees for her order. And, although she questioned the pricing she did not appear to object to it, and approved the order. However, in the interest of good client relations we have refunded her for the cost of the EZ Shield Check Protection and Secure Ship for a total credit of $20.95. The Processing Fee of $2.95 per box of checks, and the $3.95 fee for Phone orders will not be refunded as those are standard on all phone orders. We trust this resolves the issue. Thank you for bringing it to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ****************************

3/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In June of 2014 I ordered a doll from Ashton Drake Gallieries, in Sept. I was told the doll was on back order and would be sent in Oct. in Nov. I was told the doll would be shipped Jan. 18 of 2015 but if I wanted to cancel my order to do nothing and they would refund my $36.99 first installment payment when I did not receive the refund in Dec. I called them and was told the money was put towards an outstanding bill I had from 2000. I told them that that was wrong that I have paid for all of my purchase's if I hadn't then I would not have been able to buy from them until the past due amount was paid. Customer service said there was nothing they could due. I would like my money back.

Desired Settlement: My money refunded

Business Response: Initial Business Response /* (1000, 8, 2015/03/24) */ March 24, 2015 ********************************************************************************************************************************* ************************************************************************************************************** ***************** We are in receipt of your e-mail, dated March 12, 2015, regarding ************** complaint. Our records show that ************** order for the "Sacred Circle of Love" Porcelain Doll was canceled, and the refund she would have received was applied to her account for a previous shipment of "She Walks in Beauty: Autumn Reflections" Porcelain Doll. It is standard procedure to apply potential refunds to past due balances on customer accounts as a courtesy, and is in their best interest. Additionally, contrary to her belief, our Credit Department approved her for extended credit based on her previous good credit history with us. That said, we will be happy to work with ************ in reaching an amicable resolution, and invite her to contact us directly. She can contact me personally to discuss her account; my contact information can be found below. Thank you for bringing this matter to our attention. Sincerely, *****************************************

3/26/2015 Problems with Product/Service
3/23/2015 Problems with Product/Service
3/23/2015 Problems with Product/Service
3/20/2015 Guarantee/Warranty Issues
3/17/2015 Advertising/Sales Issues
3/16/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We placed an order for Checks for our daughter for her bank account. They have refused to print the checks, they have requested different documentation which we have provided, they still refuse to provide. CSRs are rude, unaccomodating. They have false information contained in the file. We ordered checks and a matching checkbook cover. The checkbook cover was sent, but they continue to refuse to print the checks. They wont provide a shipping label to return the checkbook cover.These are just terrible people to deal with, very unprofessional, argumentative.

Desired Settlement: DesiredSettlementID: Refund We just want our purchase refunded, they need to send a return label and we will return the unwanted product. We also want out names and address removed from their marketing materials. We do not want this company contacting us again, ever.

Business Response: Initial Business Response /* (1000, 5, 2015/03/04) */ March 4, 2015 ******************************************************************************************************************************************************************************************************************************************************** ***************** We are in receipt of your e-mail, dated February 25, 2015, regarding ************ complaint. We are sorry but we have no record of an account in the name of **************, nor have we received a request for checks from him. But, what we can tell you is that the Law requires us to demand specific documentation pertaining to the purchase of bank checks. This applies to "all" orders, but especially for check requests on "Representative Payee" accounts, or accounts with a "Power of Attorney (POA)" for a disabled or incapacitated person. Without the required documentation we are forbidden, by Law, to process and/or print check orders, and we will never deviate from these Rules and Regulations under any circumstance. That said, since ********** is not a customer, and does not have an account with us, we are considering this matter closed. *****************************************

3/13/2015 Problems with Product/Service
3/12/2015 Advertising/Sales Issues
3/12/2015 Advertising/Sales Issues
3/11/2015 Problems with Product/Service
3/9/2015 Advertising/Sales Issues
3/9/2015 Advertising/Sales Issues
3/6/2015 Problems with Product/Service
3/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: While looking for jewlrey for my wife i came upon Braford Exchange advertizing engraved jewlrey delivered before valentines day. I ordered a bracelet and ring. Got a email confirmation confirming it would be delivered before valentines day. After not receiving it on the confirmed day i contacted them. They informed me it would be 3-4 weeks before i would receive the items. They baited me with an advertisement to receive it before a certain day even got a e-mail confirming this fact.

Desired Settlement: An apology admiting what they did would be nice. I didn't have anything to give to my wife on Valentine's day. They made me feel pretty bad.

Business Response: Initial Business Response /* (1000, 5, 2015/02/23) */ February 23, 2015 ************************************************************************************************************************************** **************************************************************************************************************************************** We are in receipt of your e-mail, dated February 16, 2015, regarding *********** complaint. In researching *********** complaint, we found that he placed an order for "Forever in My Heart" Personalized Couples Ring and "My Family, My Joy" Personalized Bracelet on February 10, 2015, via the Internet. Unfortunately, he placed this order after the February 4th Cut-Off Date for personalized jewelry items and did not qualify for the Valentine's Day Guarantee. Although there was still time to place orders to arrive by Valentine's Day, this did not include personalized jewelry. Ordering as late as February 11th would have required upgraded shipping to meet the requirements for guaranteed delivery, and products that qualified would have been flagged with the Valentine's Day Guarantee verbiage as well as the "Speedy Truck Logo." Again, this does not include personalized jewelry because these orders require a minimum of 7 days to complete the personalization process. At the time ********** placed his order there were only 3 days left until Valentine's Day. Finally, the email confirmation received by ********** stipulated that the order would be received by Valentine's Day "if" his order was placed by the cut-off date. Otherwise, he should expect delivery within 2-3 weeks. Tracking results show his order is scheduled for delivery this afternoon. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ****************************

3/5/2015 Problems with Product/Service
3/2/2015 Advertising/Sales Issues
3/2/2015 Problems with Product/Service
3/2/2015 Advertising/Sales Issues
3/2/2015 Problems with Product/Service
3/2/2015 Problems with Product/Service
3/2/2015 Delivery Issues
3/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Jan 14th my credit card was charged $14.39 to purchase Duplicate Checks. They were promised to arrive no later than 1-24-2015. No checks have arrived and is now 1-25-2015. I went on-line and tried to check the status of my order and the company does not recognize me as a customer. I then went on checked reviews and found hundreds of people had reported them for not delivering the products that were purchased.

Desired Settlement: I would like a refund of the $14.39 and would like $50 for the inconvenience of having to close my bank account and open a new one. Considering their reputation I believe this is the least they should do.

Business Response: Initial Business Response /* (1000, 5, 2015/01/29) */ January 29, 2015 ***************************************************************************************************************************************************************************************************************** ************************************ ***************** We are in receipt of your e-mail, dated January 26, 2015, regarding *************** complaint. Our records show we received an order via the Internet for 2 boxes of duplicate checks in the "Disney's Frozen" check design, on January 8, 2015. While the "approximate" delivery date of January 24, 2015 was indicated in *************** confirmation, this date is the "soonest" that delivery could "possibly" be made, and was not a "guaranteed" delivery date. Allowing 5-7 business days for printing *************** order, the shipping method she chose, as outlined on our website, stipulates delivery within 12-15 business days. Therefore, the latest her order could be delivered is February the 2nd assuming it takes the full 15 business days for delivery. Please keep in mind this is an "estimated" delivery time frame, and most orders do arrive within 10-12 days of shipment. However, had ************* wanted or needed delivery sooner, there were other options available to her including In-Plant Rush, or Secure Trackable Shipping. Because the shipping option she chose does not allow for tracking, we must allow additional time before we can consider the order lost. We assure you and ************* that if she does not receive her order by February 2nd we will issue a refund in full. In the meantime, if she should receive the order and does not wish to keep it, she can refuse delivery or return it to us, and upon receipt we will request a refund. If ************* has any further concerns or questions, she should contact us at ************. Our Customer Service agents will be happy to assist her. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, **************************** Initial Consumer Rebuttal /* (3000, 12, 2015/02/10) */ The response by the business is poor at best. It shows total disregard to its customers. There business site does not state anything about time to print the checks. Only delivery time. They have total disregard for their customers by not at least allowing their customers to see when an item was shipped. By removing this ability it leaves it customers completely in the dark with no way to get hold of a live person to check on the status of an order. The number they gave as customer support is not useful their is no live people to answer questions. This company is a fraud. They have taken my money sent nothing and only offer a refund if the item is returned. How can I return something that was never sent. This company should be shut down. By large number of complaints against this company that I found on line it is obvious that they committing fraud and there is no business. Final Business Response /* (4000, 14, 2015/02/18) */ February 18, 2015 ********************************************************************************************************************************************** ***************** We are in receipt of your e-mail, dated February 10, 2015, regarding *************** rebuttal comments. While ************* is certainly entitled to her opinions, we respectfully disagree with her assumptions. Information pertaining to the expected delivery time frame being dependent on credit approval, and "time allowed for printing" check orders, is stipulated in online confirmations as well as e-mail confirmations. In addition, shipping status "can" be checked on-line from our website. Access to this information, and instructions, can be found under the "Order Status" link found at the top of our webpage to the right. This link is "always" there, and is never "removed." The toll-free number provided to our customers in our confirmations "is" an active number, and there "are" Customer Service agents available. As with all major companies there are "prompts" to follow in order to reach the correct department. Again, if ************* has any further concerns or questions, she should contact us directly at ************, as our Customer Service agents are standing by and will be happy to assist her. We assure you if she has not received her order by now a replacement can be sent, or a refund issued. But she must contact Customer Service at the number above. We wish to thank you for bringing this matter to our attention, and respectfully request that you close the complaint. We have irrefutable evidence that this is not a case of "fraud" and have demonstrated our willingness to resolve this issue directly with our client. Sincerely, ****************************

3/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The ring I ordered was promised a delivery before Christmas and it was deliverd 2 weeks after Christmas and the engraving was so small it looked like scratches in the metal. Very poor quality workmanship.

Desired Settlement: $64.48 credited to my ****** account.

Business Response: Initial Business Response /* (1000, 8, 2015/02/17) */ February 17, 2015 **************** ***************** ********************** ********************** *********************************** ***************** ************************ ********************** ************************** *************** ******************* ***************** We are in receipt of your e-mail, dated February 6, 2015, regarding************ complaint. We wish to apologize for the delay in responding to************ complaint, but after extensive research we are unable to locate an account for her at the above address. Therefore, we request that********** contact us directly to provide additional information to assist us in locating her order. ************ as you know we have a very generous warranty on all of our products and if********** is not completely satisfied with her ring she can return it for a full refund within 120-days, no questions asked. We even provide a postage paid return label in every shipment, but if one is missing we will be happy to send one upon request. ********* can contact our Customer Service department to provide the additional information, and for further assistance. Our toll free number is ************* for the best service we suggest calling between the hours of 7:00am to 10:00am and 3:00pm to 6:00pm (CT) Tuesday thru Friday. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ****************************

2/25/2015 Advertising/Sales Issues
2/25/2015 Problems with Product/Service
2/20/2015 Advertising/Sales Issues
2/18/2015 Delivery Issues
2/18/2015 Problems with Product/Service
2/16/2015 Problems with Product/Service
2/16/2015 Problems with Product/Service
2/16/2015 Problems with Product/Service
2/9/2015 Advertising/Sales Issues
2/9/2015 Problems with Product/Service
2/5/2015 Problems with Product/Service
2/4/2015 Problems with Product/Service
2/3/2015 Advertising/Sales Issues
2/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I order checks from Bradford in 12/01/14 I was sent a confirmation on being shipped on 12/04/14 10 day delivery. They have my info, very concerned. Here is a copy of the confirmation **** ****** : Thank you for placing your order with Bradford Exchange Checks! Your satisfaction is our top priority. Your shipped order: Order Number: XXXXXXXXXXXX Item Name: God Bless America Personal Checks Use the chart below to find out when you can expect to receive your order. If you are living outside the U.S., please allow extra time for delivery. If you ordered multiple items, you will receive an e-mail notification for each item. Item Type Shipping Time Checks with SecureShipâ„  2-6 Days Checks with Standard Shipping 5-10 Days Covers and Labels 5-10 Days Stamps 2-7 Days YOUR ORDER IS BEING SHIPPED TO: ****** ********* ********************** ********************** **

Desired Settlement: Either send the checks or refund my money.

Business Response: Initial Business Response /* (1000, 5, 2015/01/23) */ January 21, 2015 **************** ***************** ********************** ********************** ****************************** ***************** ************************ ********************* ************************* *************** ******************* ***************** We are in receipt of your e-mail, dated January 15, 2015, regarding *** *********'s complaint. ***********, our records show we had already processed a rerun of *** *********'s check order per his request on January 12, 2015. Before replacing this order we requested confirmation of his address because his original order never arrived at the address he provided. *** ********* confirmed his address, and also requested the new order be rerun with different check numbers, so he could notify his bank to watch for the lost shipment of checks. Our records indicate the replacement checks were shipped on January 16, 2015 to the address above. *** ********* should expect to receive this shipment within 10 business days from the date shipment was made. If he has any further questions or concerns, he should contact Customer Service at XXX-XXX-XXXX; our hours are 7:00 a.m. to 6:00 p.m., Monday through Friday. For the best service we encourage him to call Tuesday through Friday between 8:00 am to 10:00 am, and 2:00 pm to 5:00 pm (CT). ****************************************

2/2/2015 Advertising/Sales Issues
1/30/2015 Delivery Issues
1/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered checks on 2 June 2014, order #XXXXXXXXXXXX. I had ordered checks from Bradford before, and everything was fine. This time, however, the checks never arrived. Bradford shipped them *** with tracking, but the order was handed off to the **** in my city and all tracking was lost at that point. They refused to refund me for the order, so I disputed the charge on my CC which was removed. They have now turned the non-payment over to a collection agency. NEVER AGAIN!

Desired Settlement: Full refund and stop sending me mailers on their products.

Business Response: Initial Business Response /* (1000, 5, 2015/01/29) */ January 29, 2015 **************** ***************** ********************** ********************** *********************************** ***************** *********************** ************************* **************************** *************** ******************* ***************** We are in receipt of your e-mail, dated January 23, 2014, regarding ************* complaint. We wish to sincerely apologize to************* for the inconvenience his recent experience with our Customer Service department may have caused. Please be assured we have settled his account, and are in the process of notifying the collection agency to remove his account from any and all collection attempts. Because the agency prepares notices in advance it is possible he may receive 1 or 2 more letters, but these should be ignored. Again, we sincerely apologize for the inconvenience experienced by*************, and appreciate his patronage. If he should have any further questions or concerns, he can contact me directly at the number below. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. *****************************************************

1/29/2015 Advertising/Sales Issues
1/28/2015 Problems with Product/Service
1/28/2015 Delivery Issues
1/26/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On November 2, 2014, I mailed a personal check ****** in the amount of $21.84, along with the reorder form from my bank. When I received the checks, all the numbers along the bottom of the check are all crammed together, not spaced as were on the form sent; therefore, the bank called me and said the checks cannot be used. Prior to this, we have ordered checks several times before, without a problem. The service person I spoke to was ******* (?), I found him to be harsh, and not at all what I expected from Bradford Exchange. In the past, my husband and I had ordered jewelry from Bradford Exchange, with no problem in quality. No problem with checks ordered before, this time however, we are very displeased. This is not the quality check we had before. And, now we have a box full of checks which can't be used. I want Bradford exchange to mail me a check for the refund of $21.84 for the checks we cannot use. I want settle for any other amount of money; it must be the amount I mailed to the company for the order.

Desired Settlement: $21.84 for the amount of the check I mailed to have checks printed which we cannot use.

Business Response: Initial Business Response /* (1000, 5, 2015/01/15) */ January 15, 2015 **************** ***************** ********************** ********************** *********************************** ***************** ********************* ************************* **************************** *************** ******************* ***************** We are in receipt of your e-mail, dated Wednesday, January 7, 2015, regarding ************* complaint. Our records show we received an order 2 boxes of Bradford Exchange Checks in the "Footprints in the Sand" check design, via the ***************** on December 2, 2014. The order was processed according to the order we received and shipped to *********** on December 8, 2014. Our records further show *********** contacted customer service on December 23, 2014 stating there were extra numbers on the micro-line on the bottom of her checks. Our customer service representative informed her we would pull the original order and review it before any refunds or reruns could be done. *********** was advised that she would be contacted after the order was reviewed. On January 5, 2015 we found that the order that was printed matched the order we received, and tried to contact *********** to let her know that we could not rerun her check order, but we would re-order new checks at the initial pricing. *********** was not there and a message was left for her to contact us. We were contacted by *********** on January 8, 2015, only now stating that the micro-line numbers were correct, but were "run together" too closely and her bank would not accept them. At this time *********** reiterated her request for a refund, and it was requested accordingly. She should expect a refund check within 10 business days. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. ****************************************

1/23/2015 Advertising/Sales Issues
1/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: cannot cancel product after it was ordered 5 minutes after it was ordered, as it was not approved by me and sent email right away, cannot talk to a live person to stop it.. then they sent wrong product, now they want to resend the other product... and I told them by email to cancel this and they refused to do so... so I blocked payment with my bank now they want to resend something I do not want and bill me again.... I DO NOT WANT IT.. and I am still waiting for a return label, for the other product which they also did not send, the return label.. I will warn anyone doing business with this company NOT TO..

Desired Settlement: just tell them to stop the other item from shipping and credit my account

Business Response: Initial Business Response /* (1000, 5, 2015/01/15) */ January 15, 2015 ***************** ***************** ********************************************* ****************************** ***************** ******************** ******************** ************************* *************** ******************* ****************** We are in receipt of your e-mail, dated January 15, 2015, regarding ************ complaint. Our records show we received an order for the "Green Bay Packers Slot Car & Track Set" and "The New York Yankees Heel Bag" via the Internet on December 12, 2014. According to the order she submitted, her credit card would be billed upon shipment. ************ order was immediately processed upon receipt since she requested Express Shipping, and both products were released to our shipper on the same day. Our records show by the time we were contacted to cancel the order, ********** was notified they had already been shipped. Additionally, we were contacted on December 28th stating she received an incorrect shipment in place of the Slot Car Set. However, nowhere in her e-mail did ********** indicate that she did not want a replacement, nor that she wanted to return the Yankee Heel Bag. Therefore, our Customer Service representative sent her an e-mail explaining how to return the incorrect shipment, and advised her that we processed a replacement of the correct product for immediate shipment. Shortly after shipment was made of the replacement, our e-mail team received her request to cancel any further shipments. ********** was contacted by return e-mail and advised that shipment of the replacement had already been made. ***********, as you know returns are accepted within the warranty period and should be returned in the original packaging along with the accompanying materials to our Returns Center using the postage paid return labels that are included in all of our shipments. If one is missing we will be happy to send one to ********** upon her request, and respectfully request that she contact us directly at************** our hours are 7:00 a.m. to 6:00 p.m., Monday through Friday. Please know that upon receipt of the returns a refund would normally be issued to ************ credit card. However, since she indicated she filed a "dispute" with her credit card company we must advise her that it could result in a 'double' refund, in which case she would owe The Bradford Exchange for the "extra" refund. Therefore, we respectfully request that she contact her credit card company to reverse the dispute, and allow the return process to be completed, and her credit card to be refunded accordingly. ********** **************************** Initial Consumer Rebuttal /* (3000, 7, 2015/01/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) none is true I asked to cancel and then on 01/05 told them I DID NOT WANT A REPLACEMENT and they shipped it after that.. I have their email.. and I asked for a return label on 12/28 WHICH ARE NOT IN THEIR boxes, instead of a return label they shipped me another item I never asked for.. your company is a nightmare to deal with!!!!!!!! and your merchandise is junk SEND ME A RETURN LABEL!!!!!! and stop lying by sayings its in the boxes and it is not now I will file a complaint with the *** Final Business Response /* (4000, 9, 2015/01/21) */ January 21, 2015 ***************** **************************************** ********************* *********************** ******************* Dear ***********: We are in receipt of your e-mail, dated January 16, 2015, regarding ************ rebuttal comments. We assure you all of the information contained in our previous response is truthful, and is based on our system of electronic records of her order, e-mails (both hers and ours), and the notes left on her account regarding all communications between ********** and Customer Service. Our records are indisputable as they are all kept electronically, according to date and time, and cannot be altered in any way. Our records also show ********** requested return information on the "wrong" product she received and was given instructions on how to return it. However, we will be happy to send her two more postage paid return labels even thought they are included with every shipment inside a clear or opaque envelope with the Certificate of Authenticity. Our postage paid return labels are addressed to "Parcel Select RTN SVC/SMARTPOST/RETURNS, and may have been overlooked by **********. The additional ones we are sending her should be received within 10 business days. Again, if ********** has any further concerns, comments, or requests we urge her to contact Customer Service directly at the number previously provided. We are considering this matter closed with the BBB as we feel it is not a matter requiring your intervention, as we are eager to resolve this matter for **********. ****************************************

1/20/2015 Problems with Product/Service
1/20/2015 Problems with Product/Service
1/20/2015 Advertising/Sales Issues
1/19/2015 Problems with Product/Service
1/19/2015 Problems with Product/Service
1/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Told the company to cancel the order and they didn't and instead took the money from the account. After speaking to customer service they told me they can't do anything and we're very rude. Product_Or_Service: ********* Personalized Bridal Ring Set Order_Number: XXXXXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund I would like for them to give back my $128.00 and stop trying to take the money out of the account.

Business Response: Initial Business Response /* (1000, 5, 2015/01/08) */ January 8, 2015 **************** ***************** ********************** ********************** *********************************** ***************** ************************* *************************** ************************ *************** ******************* ***************** We are in receipt of your e-mail, dated December 31, 2014, regarding *************** complaint. We wish to inform you that we have no record of an account in *************** name at the above address; we have no record of any phone conversations with her, and no record that she ever ordered from us. The order number she provided is for a client that is not ************** and therefore, we will not provide any information relating to it. Please note that we can only discuss order details with the person whose name appears on the account. Therefore, we are considering the matter closed until such time we are contacted by that person. Thank you for bringing this matter to our attention. *********** *****************************

1/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ***** ****** Ordered the Autum Golden Glow Centerpiece on October 15, 2014. My Husband ***** ****** was gonna pay for it with his card so I put his name which then I saw payment option ****** so I said I'll just use ****** which I have an account with, I ordered the item and realize I didn't take his name off, so I have problems everytime I call because it's my husbands name, with that said I paid for express shipping and suppose to be delivered 3-5 buisness days. I called on the 9th business day spoke to ****** and was told he will do a replacement order because it looked like it was returned, he gave me a refund of $11.95 for the express shipping which was refunded back to my ******* account on Oct 29th. So I waited a couple weeks called back spoke to ***** she said the order didn't go through so she did a replacement order. I waited called back spoke to ******* he said he doesn't see that order being sent, so he did a replacement order. I waited called back spoke to *** he too said he's sending that order again and I will be getting it within 3 days which was already Nov 13th. Finally it came in I opened the box and didn't like the workmanship for the amount of money I paid, so I sent it back which Bradford recieved on Nov 19th. Called back on Dec 9th spoke to ****** again asked about a refund he said I will recive it 5-7 business days. Called back on Dec 19th spoke to ***** she spoke to her supervisor about my refund which she said I will get in 48 hours ok yaay I'm finally getting my refund, wrong !!! Called Bradford again spoke to supervisor****** she said it was sent out on Dec 22nd to card ending **** which is not mine, I told her that number is not what I have in my ****** account, I have no card ending in that number! She said that is the info they have from ******* It can't be I have one card only which is not that one. So I called ****** they too said you don't have that card ending in that number, to call back Bradford and send it to the right card. I did ,spoke to supervisor ***** oh mind you today is Jan 8th he too said it went on my card ending **** I said that is not my card, **** said that might be my husband's card I said, "no he don't have a ****** account".Bradford sent a refund for my shopping back to my ****** why can't you send the rest of my money!! So Horrible I will order from them again this is a nightmare!

Desired Settlement: All I want is my refund from BradfordExchange sent to the right card which a refund was sent before for my express shipping for this same item.

Business Response: Initial Business Response /* (1000, 5, 2015/01/16) */ January 16, 2015 **************** ***************** ********************** ********************** ***************************************************** ********************** ***************** ************************** *************** ******************* ***************** We are in receipt of your email, dated January 9, 2015, regarding ************ complaint. First, we wish to apologize for the delay in refunding her ****** account for the shipment of "Autumn's Golden Glow Table Centerpiece." Because her ****** account had already been refunded the cost of upgraded shipping, upon hearing she was not satisfied with her purchase our agent processed a return manually which resulted in our system trying to refund her for the full price, including the shipping fee she was already refunded for. ****** does not allow for additional refunds beyond the original charge amount, and for that reason the refund did not go through. We have since issued a request for the corrected amount of $110.98; this plus the previous refund of $11.95 equal the total amount ****** was originally charged, $122.93. ********** should expect to see the credit appear on her ****** account within 24-48 hours, and we assure her it will be issued to the correct account. We apologize for the incorrect information she was given by the Customer Service agent regarding the account number to which the refund was going. Our agent misinterpreted the numbers in our system which resulted in the incorrect information. For her protection, ****** account numbers are encrypted and we do not have access to them. The number ********** was given was not an actual account number. Again, we sincerely apologize for all the confusion and the inconvenience it caused for **********, and we appreciate her patience. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. ****************************************

1/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an online order in November for the "Wicked Witch Music Box". December 20 I received a statement demanding payment or my order would not be processed. I called customer service on Monday due to time change, to be rudely treated. She advised that this product had been on back order for over 2 months. but this was still being sold on line by this company. They should have let me know before the threating statement arrived and I had to be treated like I didn't know what I was doing. This was a Christmas gift and now I have know time to find a replacement. My customer number is XXXXXXXXX.My order # XXXXXXXXXXXX. item #XXXXXXXXX The web site should be taken down or corrected. How many other customers have they ripped off, because now it will cost an additional $50. to cancel payment.

Desired Settlement: If they can not fulfill their part of the order than a replacement or full refund and apologize for the rudeness of the representative that I spoke with. This is no way to do business

Business Response: Initial Business Response /* (1000, 8, 2015/01/05) */ December 31, 2014 **************** ***************** ********************** ********************** *********************************** ***************** *********************** ******************* ***************************** *************** ******************* ****************** We are in receipt of your e-mail, dated December 24, 2014, regarding *************s complaint. We respectfully disagree with *************s version of the events that took place concerning his order. Our records show he ordered the "Wicked Witch of the West Music Box", via the Internet, on November 18, 2014 and provided his credit card information to be billed upon shipment. In accordance with his request, just before preparing his order for shipment we submitted a request to his credit card company for authorization to charge him for the order. His credit card company would "not" authorize the charge. We submitted several requests within a 2 week period, and all of them were denied by his credit card company. In accordance with our policy, the order converted to invoicing and ************ was notified that his order required pre-payment. We were contacted by ************ in mid-December and he was informed of the situation. Our records show our representative acted in a professional manner throughout a very difficult conversation with ************. We assure you at no time was ************ charged for the unshipped order, as stated above his credit card company denied us authorization to charge his card. Therefore, his request for a refund is denied. Additionally, it is very likely that his order would have been shipped expeditiously had his credit card company not denied the charge, as the product was in stock at the time. Our records further show that ************ placed a 2nd order for the same product on-line and it will be shipped upon receipt of our allotment, providing his credit card company authorizes payment. In the meantime, the "duplicate" order was canceled. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. ********** ************ ***************

1/16/2015 Problems with Product/Service
1/16/2015 Problems with Product/Service
1/16/2015 Problems with Product/Service
1/16/2015 Problems with Product/Service
1/15/2015 Advertising/Sales Issues
1/15/2015 Problems with Product/Service
1/15/2015 Problems with Product/Service
1/12/2015 Problems with Product/Service
1/12/2015 Problems with Product/Service
1/12/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered Daughter-in-Law Jewlery box on 10-29-14 and received it very fast.However it did not have the Jewel heart with her name engraved on it. I called them on Nov. 6 and after being on hold fo 18 min and 58 seconds they finally answered the phone. I was told to keep the original one and they would send me the engraved heart and I could attach it to this $60 item with a "string". I was not happy and they said they would resend the entire jewel box and to keep the old one. I called back on Nov 14 since I had not hear anything and was told it was forthcoming that it was at the jewelers I called back on December 2 and after being on hold for 23 minutes and 11 seconds I was told it was on hold in shiping and would be shipped out by the end of the week. I went on line to check my status and it stated my item would be shipped by December 16. My daughter-in-laws birthday is today, December 17. I sent a message via email to them and received one back stating it takes 4-6 weeks from the time the order is placed. I went on line today to see if it shipped yesterday and it shows it won't go out until December 22 - it won't even make it here by Christmas now. This is a terrible company and I will never order from them again. every day my shipping date goes out another 2 days. They don't plan on ever sending me a new jewel box with my daughter-in-laws name of Jen on the heart.

Desired Settlement: I want the original jewel box I ordered for my daughter-in-law with her name of Jen engraved on the attached heart.

Business Response: Initial Business Response /* (1000, 5, 2014/12/31) */ December 31, 2014 ***************** ***************** ********************** ********************** *********************************** ***************** ********************* ****************** *********************** *************** ******************* ***************** We are in receipt of your e-mail, dated December 22, 2014, regarding ********** complaint. We wish to extend our sincerest apology to ********* for any inconvenience this experience may have caused. Unfortunately, unbeknownst to the Customer Service agent who assisted her, the " heart charm" could've been replaced without having to replace the entire music box which is currently on back order. Because ********* is a valued client, and in the interest of providing good client relations, we are going to send her the heart charm engraved with the name ***** which she should receive within 10 business days. Due to the holiday please allow a few extra days for the charm to arrive. In addition, we have canceled the order for the replacement so ********* will not receive duplicate shipments. Again, we sincerely apologize for the inconvenience she experienced and appreciate her patronage & patience. Please instruct ********* to call me directly if she needs further assistance. My contact number can be found below. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. ********** ************ *************** ************

1/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Today is December 19th there is no tracking and no item I have the email stating Expected Delivery: 7 to 10 business days now they say it is going to be longer and there is no tracking information. If a item is shipped on December 2nd 2014 day 10 is December 16th not including weekends... I call and get the same information that they know nothing it was shipped.

Desired Settlement: I should have shipping reimburse or a discount in the item

Business Response: Initial Business Response /* (1000, 8, 2014/12/30) */ December 30, 2014 **************** ***************** ********************** ********************** *********************************** ***************** ********************* **************** ************************** *************** ******************* ***************** We are in receipt of your e-mail, dated December 19, 2014, regarding ************ complaint. Our records show*********** placed an order on-line for the "Sophia" doll on November 30, 2014, and it was shipped to her on December 2nd. It should be noted that*********** was an existing customer, and although she updated her billing address at the time she placed her order there was also a shipping address that had previously been added to her account in 2005. This address was never removed from the account, nor was it updated, and therefore, the doll was shipped to the shipping address of record. However,*********** contacted our Customer Service department and our representative processed the return of the doll for a refund. ************ credit card has already been refunded for her initial payment of $36.48 as of December 24, 2014, and the matter has been settled. If*********** has any further questions regarding this matter she should contact Customer Service at ************. For the best service we encourage her to call Tuesday thru Friday, between 8:00am to 10:00am and 4:00pm to 7:00pm (CT). Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ************ ***************

1/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On the evening of December 17th I ordered the So Blessed doll (item# XXXXXXXXXX) from *********** After completing the order the estimated delivery date range extended beyond Christmas. Since this item would ship directly from Bradford Exchanged I called and spoke with a customer service representative (listed as ******* ***** on my receipt) and explained my recent purchase. She pulled up information on the doll and notified me that delivery could not be made via ****** before Christmas. She even gave a potential delivery time frame of 4-6 weeks. However, she notified me that by purchasing directly from Bradford Exchange delivery could be assured if I paid for express delivery (approx. $25 - $30). She advised canceling the ****** order and placing it through them so I followed her advice and ordered yhe doll by phone. Once I hung up I contacted ****** to cancel the order. Interestingly, I got an email confirmation of delivery the next morning at 5:54 AM followed by a refusal to cancel the ****** order ******* had sent an email to Bradford who responded with the refusal to cancel). The order placed by phone had shipped. Thinking that there was some possible confusion I called the customer service line and a new agent told be both orders shipped, although she did make a statement about the second order ******* order - cheaper price due to free shipping at ****** Prime and a $30 gift card...how I knew the difference) had been "released" she "tried to cancel it but couldn't". Now, I am set to receive 2 dolls and out of pocket $166.93 on top of my ****** purchase. The company promised that a manager would call me to resolve this issue but they never called. I called back and waited 23 minutes for a representative without response. I then left a message online via their Contact Us link requesting to speak to someone and they responded with an email reply that they were sorry about the miscommunication and to refuse the order upon delivery but none of my concerns were addressed and no one would even speak with me by phone. I am very, very upset. They advised me to purchase the doll and cancel the previous order but I'm left without money I need for Christmas and with feelings of disrespect and disregard. My family and I have purchased at least 3 dolls from them over the past 3 years but never again. They should be accountable for their actions and not ignore customer concerns and wish them away. As a good and decent customer I didn't deserve that... no one deserves such treatment.

Desired Settlement: Refund of cost of doll plus additional shipping expenses to expedite delivery (recommended inappropriately by the customer service agent).

Business Response: Initial Business Response /* (1000, 5, 2014/12/23) */ December 23, 2014 **************** ***************** ********************** ********************** *********************************** ***************** ********************** ******************* ******************** *************** ******************* ***************** We are in receipt of your e-mail, dated Friday, December 19, 2014, regarding ********** complaint. Immediately upon viewing the complaint, I called********** and offered our sincerest apology for the situation. Unbeknownst to the agent she spoke to******* orders are not delayed, but are given top priority as if the order was placed directly with us. In addition, our agent's offer to place a new order with upgraded shipping was done with the best intentions, and with the customer's satisfaction in mind. During our conversation, I confirmed with ********* that she received both shipments, and informed her that I would be processing the latter shipment (the more expensive one) as returned for refund before the fact, in the interest of good client relations. She should notice a refund to her credit card for the full amount of $166.93 within 24-48 hours. She should also be receiving a postage paid return label very shortly, and has been given special instructions on returning the duplicate shipment. Again, we sincerely apologize for the inconvenience she experienced and appreciate her patronage. ********* was advised to call me directly if she has any further concerns, and I will be happy to assist her. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ************ *************** ************

1/9/2015 Problems with Product/Service
1/9/2015 Problems with Product/Service
1/9/2015 Problems with Product/Service
1/9/2015 Problems with Product/Service
1/7/2015 Delivery Issues
1/5/2015 Problems with Product/Service
12/31/2014 Problems with Product/Service
12/29/2014 Problems with Product/Service
12/29/2014 Billing/Collection Issues
12/29/2014 Problems with Product/Service
12/29/2014 Problems with Product/Service
12/22/2014 Problems with Product/Service
12/17/2014 Advertising/Sales Issues
12/15/2014 Guarantee/Warranty Issues
12/15/2014 Advertising/Sales Issues
12/12/2014 Problems with Product/Service
12/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am disappointed and frustrated with my recent experience purchasing a a box of checks from this company. On Oct. 10, I placed the order. However, it did not arrive within the stated time frame (12-15 days). When I called in an attempt to learn what had happened, I was told that since I didn't pay extra to track the package, they were not responsible for making sure the package arrived. I paid $13 for this item and I would like a refund. This is not an isolated incident. I read dozens of others with the same exact story. My order number is ************

Desired Settlement: $12.89

Business Response: Initial Business Response /* (1000, 5, 2014/11/26) */ November 26, 2014 **************** ***************** ********************** ********************** *********************************** ***************** ************************* *************************** ****************************** *************** ******************* ***************** We are in receipt of your e-mail, dated November 21, 2014, regarding ***************** complaint. Our records show *************** placed an order via the Internet for 2 boxes of Bradford Exchange Checks in the "Gingham Style" check design on October 13, 2014. The order was to be shipped to him at the above address and charged to his credit card upon shipment. *************** chose Standard shipping which is a "non-trackable" shipping method as stated on our website. Our records show that his order was shipped as requested to the above address on October 23, 2014, and he should have expected delivery between October 29 and November 3. We were contacted by *************** on November 21 stating he had not received his order, and he was advised that since he did not choose an upgraded shipping method we could not "trace" the shipment. But, we also advised him that we would be happy to order a replacement, and our agent immediately processed the request. However, our records show the shipment was returned to us marked "Insufficient Address" by the U.S. Postal Service on November 24, 2014. Pending an address confirmation, the replacement was put on hold. However, since receiving ***************** complaint we have canceled the replacement order and he should expect a refund to his credit card within 24 hours. Please note that because of the Holiday tomorrow and Friday, the credit may not show up until the "next business day." Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. ********** ************ ***************

12/9/2014 Delivery Issues
12/8/2014 Advertising/Sales Issues
12/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My account number is XXXXXXXXX. I ordered on 4-18-14 a granduaghter "I love you" box that I paid for by check on April 25, 2014 for $69.98 Each month I have received a bill. Each time I have sent a copy front and back of the canceled check. I sent three copies by mail and then I faxed it three times. I have called numerous times each time the same response. Send a copy. The last time was Nov. 14, 2014 to a ******* I waited on the phone over 45 minutes to finally talk to him because they have turned this account over to collection. I don't know what to do next, mail, fax and email didn't work!

Desired Settlement: I want them to credit my account for $69.98 and contact the North Shore Agency to inform them that I have paid this bill. They didn't credit my account and I have done everything required of me but nothing seems to work. I also never want to be contacted by this company again. I want off their mailing list.

Business Response: Initial Business Response /* (1000, 5, 2014/11/21) */ November 21, 2014 **************** ***************** ********************** ********************** ****************************** ***************** ********************** **************** ************************* *************** ******************* ***************** We are in receipt of your e-mail, dated November 17, 2014, regarding ************'s complaint. Unfortunately, when ************ first sent us documentation to prove she paid for the "Granddaughter, I Love You Music Box" she sent the incorrect documents. Our records show we received the documents with a letter in September and responded by sending her a request for the front and back of the "cashed check." This request was sent to her on September 11, 2014. ************'s next communication was on September 12th asking if we were able to research her payment. The agent advised her that we had not yet received the copy of the front and back of her check. She was given a new e-mail address to send the documents, but nothing was received. ************ contacted us again on November 14th, and was advised we still had not received the previously requested documentation. She was given the fax number and name of the customer service representative to whom she should send a copy of the front and back of her cashed check. Upon receiving the documentation on November 17th we immediately researched our records, found our error, and properly credited ************'s account. We attempted to contact her by phone, but unfortunately we had an incorrect phone number. We wish to assure you and ************ that our records now reflect that her account is paid in full. We apologize for any inconvenience this may have caused, and appreciate ************'s patience. In accordance with her request ************'s account has been coded to prohibit further mailings. Please note that since a majority of our mailings are prepared in advance for future release she may still receive some of our ads for the next 20-30 business days. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. ********** ************ ***************

12/1/2014 Advertising/Sales Issues
12/1/2014 Problems with Product/Service
11/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered checks on October 27, 2014. I paid $32.53 for the checks. I ordered my checks on-line ( order #XXXXXXXXXXXX) as I have always ordered my checks. When I received them on Thursday, November 13,I inspected them for correctness. There is a number missing from the checking account number. Friday November 14,I called the company and they informed me they could not replace or refund because I ordered on-line and they go straight to the printer. They had no proof it was their mistake. I then sent an e-mail to the company explaining the situation. I got the same results. I have been looking at the website and I have not found any where a warning informing me that if I order on-line that my checks can not be replaced if there is an error. I can not afford to reorder these checks as they informed me I would have to do.

Desired Settlement: I just want the company to replace the 400 checks I ordered, with the correct numbers. As it stands, I am out the money and I have 400 checks that I can not use.

Business Response: Initial Business Response /* (1000, 5, 2014/11/25) */ November 25, 2014 **************** ***************** ********************** ********************** *********************************** ***************** ***************** ********************* ************************** *************** ******************* ***************** We are in receipt of your e-mail, dated November 18, 2014, regarding************ complaint. Our records show that we received an order via the Internet for four (4) boxes of checks in the "Frozen" check design. Throughout the entire ordering process, our website requests that all of the ordering and account information be verified before completion of the order. Because we request that our clients verify all account information prior to submitting orders, we do not normally arrange for a rerun of the checks due to an error in the information they have provided. However, in this case ********* is correct because Illinois Law requires us to verify and retain original documentation on Check orders for Illinois residents. And, we should have caught her error and corrected it prior to processing her order. Therefore, we have arranged for her check order to be reprinted, and she should expect to receive them within 10 - 15 business days. Please keep in mind the Thanksgiving holiday, and allow additional time for delivery. We apologize for any inconvenience this may have caused. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. *********** ************ ***************

11/25/2014 Problems with Product/Service
11/21/2014 Problems with Product/Service
11/19/2014 Billing/Collection Issues
11/10/2014 Problems with Product/Service
11/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered 3 items, chose free shipping, was given a total of 21.97 to go on my credit card. After I entered card and placed order I noticed it tacked on $8.85 in "handling". I immediately called customer service to cancel but they were closed for Columbus Day. I called the very next business at 8am sharp and they informed me they wouldn't cancel as it went to printing.

Desired Settlement: $30.82

Business Response: Initial Business Response /* (1000, 5, 2014/10/22) */ October 22, 2014 **************** ***************** ********************** ********************************************************** ***************** ********************* ****************** *********************** *************** ******************* ***************** We are in receipt of your e-mail, dated October 14, 2014, regarding ************* complaint. Our records show we received an order for 1 box of single style checks in the "Dragonflies" check design, 1 box/flat of 100 Extra Deposit Slips, and 1 box/flat of Matching Address Labels from *********** at the above address. The cost of ************* order is itemized as follows: Checks $7.99 Service & Handling Fee* $8.55 (*Required = $2.95 per # of boxes) 100 Deposit Slips $5.99 Dragonflies Address Labels $7.99 TOTAL $30.82 The above order was placed via the Internet, and it appears *********** overlooked the *Required Service and Handling Fee. This fee is first indicated on the "Chose Your Shipping Method" page, and the pricing of the checks, deposit slips, address labels, and service & handling fees are also itemized on the "Review" page prior to "submitting" the order. We assure you we charged ************* credit card the correct price for her order. In addition, ***********s order was immediately transmitted to our check printer upon receiving credit approval, and was in the process of printing when she contacted us requesting to cancel the order. If *********** is not completely satisfied with her order she can return it for a complete refund. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ************ *************** Initial Consumer Rebuttal /* (3000, 7, 2014/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) **** replies that I "overlooked" the handling fees. I paid extremely close attention to the final price never having seen any "handling fees". My price never changed until AFTER the card had been charged. In my opinion these fees are snuck into the charge and by not being able to cancel makes it fraudulent to me. I made an honest effort to cancel that day. Their 800 number said their offices were closed for Columbus day. Not too closed to send checks to the printer, though. When I called at exactly 8:00 am the next morning to cancel I was told I could not. ABSOLUTELY NO OFFER was made to refund my money at that time. I was told I could not. period. Now after contacting the BBB they want me to send back checks I didn't want in the first place that have my financial information on them to "who knows where?" for a full refund. They will refund for BBB, but not the customer. Does this seem fishy to anyone else? If I have to eat these charges, I'll chalk it up to a lesson learned. But, I can assure you it's the last money they scam from me. I only do business with companies that work with me and don't sneak charges in - charges that are HALF THE COST of the products!!!! Final Business Response /* (4000, 9, 2014/11/04) */ October 22, 2014 **************** ***************** ********************** ********************* *************** ******************* ****************** We are in receipt of your e-mail, dated October 27, 2014, regarding ************* rebuttal comments. While she is certainly entitled to her opinion regarding the service and handling fee, the attached disputes ************* belief that the fee was "snuck in" after she submitted her order. The attachment is a "sample" order I placed on-line similar to the order placed by ***********, and a copy of each screen throughout the check-out process. The "sample" shows the same checks, address labels, and deposit slips ordered by ***********, as well as the options she chose throughout the ordering process. As you can clearly see on Page 9 of the check-out process, I chose the same "Standard" shipping that *********** chose. Notice the two areas that are circled; immediately under "Choose Your Delivery Options" is "Service and Handling" which shows $8.85. In the lower right corner is where I chose the "Standard" option and where it clearly states "+ applicable service & handling." If these two areas are "missed" there are two more occasions where the "service and handling fee" are demonstrated as you can see on Page 10 and 11 of the attachment, thereby disputing her claims that the fee was not there during check-out. The attachments are factual and cannot be reasonably disputed. Therefore, *********** is not due any refunds as she was billed correctly. If *********** has any further information or questions regarding this matter, or if she needs return instructions for "all" of the checks, we must ask that she contact us directly at the number below. As we have demonstrated that there was no "fraud" involved, we feel this case should be closed by your organization. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ************ *************** ************ Attached is the attachment that was supposed to accompany our response to ************* rebuttal. Thank you, ****************************

11/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I saw an ad in Leatherneck Magazine for a "USMC Men's Spinning Ring". I ordered one from The Bradford Exchange for a size 12; paid by my check ***** for $87.98 on 10 March 2014. On 19 April I received a notice that the ring would be available on 18 July. On 1 July I received another notice that the ring would be delayed another three months - until 26 October. On 11 October I received another notice of another delay in delivery; now scheduled for 25 December. The notices say: "Unfortunately, due to unforeseen delays, we will not be able to ship your items until the date indicated". Nine months to deliver an item that I purchased in March??? They had the unmitigated gall to run an ad for that same ring in the July/August edition of the "Semper Fi" magazine. This was after I had already been sent 2 delay notices of 3 months each! I think this is a one of a kind ring and it's beautiful. I don't want a refund - I want my ring. Dealing with The Bradford Exchange 'customer service' is a joke. I get the run around. Each time I call it's the same stock answer: "There has been a delay from the manufacturer of the ring." There is no customer service per se; they are useless. Leaving a complaint on the website is pointless. I've read the litany of complaints and decided that all I would be doing is venting without any results from The Bradford Exchange. I would very much appreciate your investigation. I am afraid that all of this is probably for naught; that this is not the first complaint regarding this company. I have ordered from then prior to this past March and have been satisfied, but have not done so since. I continue to be bombarded by The Bradford Exchange - by email and snail mail. Thanks for any efforts on your part. ********* ********* XXX-XXX-XXXX

Desired Settlement: I want my "USMC Men's Spinning Ring" size 12.

Business Response: Initial Business Response /* (1000, 5, 2014/10/22) */ October 22, 2014 **************** ***************** ********************** ********************** ******************************** ***************** ************************ ************************* ************************ *************** ******************* ***************** We are in receipt of your e-mail, dated October 13, 2014, regarding *************'s complaint. We were very sorry to disappoint ************** but we had been experiencing significant ongoing delays in shipping his order of the "USMC Men's Spinning Ring," due to production difficulties. For this reason, we have been sending ************* periodic notifications of the delay, and reminding him of his right to cancel the order, if the delay was inconvenient. Because we place high priority on customer satisfaction, we want to make sure we are able to ship merchandise that our customers will be proud to own. Although we are not at liberty to discuss the specifics of the delay, we can tell you that shipping product less than perfect is not an option for us. At this time we are pleased to tell you that we have secured a ring for ************** and it was shipped yesterday via overnight shipping. The tracking number is ************* and results show it is out for delivery by 8:00pm today, October 22, 2014. If ************ needs further assistance, or has additional concerns, he can contact me directly at the number below. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ************ *************** ************

11/3/2014 Advertising/Sales Issues
11/3/2014 Problems with Product/Service
11/3/2014 Problems with Product/Service
10/31/2014 Advertising/Sales Issues
10/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was recently interviewed related to my security clearance at my place of employment. As a result, I reviewed by credit reports. I was shocked to see a collection account by National Recovery,LLC. I asked for debt validation and received a very cryptic "bill" showing a charge of $81.74 for Collectibles Today Network. I returned this package to Bradford Exchange unopened with a full email explanation for cancellation of the order. I never heard back, so I assumed this matter was settled. Imagine my shock when I have a collection account on my credit report related to this matter from back in 2011. 1) I do not owe this debt as I returned the item via the original post "return to sender" along with an email explanation to the company 2) I did not ask for a refund of my down payment of 27.24, even though I should have 3) it is illegal that they have sold this debt to a collector who has now improperly reported this to my credit reports. I am also disputing the credit reporting with NRA at this time.

Desired Settlement: Acknowledgement that this account has been closed, as well as removal ordered to NRA, LLC of all credit reporting IMMEDIATELY!

Business Response: Initial Business Response /* (1000, 5, 2014/10/27) */ October 27, 2014 **************** ***************** ********************** ********************** ******************************** ***************** ********************** *****************. ************************** *************** ****************** ***************** We are in receipt of your e-mail, dated October 17, 2014, regarding ************* complaint. Our records show************ placed an order for the "Couples Knot Personalized Birth Stone Ring" on May 25, 2011. The order was submitted with credit card information via the Internet, and upon credit approval her order was forwarded to the vendor for personalization. ************* order was shipped on June 2, 2011 and could not be canceled according to her e-mailed request on the same day. By return e-mail************ was advised of this, and our records show no other communication was received regarding the order. Our records show her first installment was charged to her credit card accordingly, but subsequent attempts for the remaining installments were denied by her credit card company, and the order converted to invoicing. Five invoices were sent to************ in July, August, September, and October before turning her account over to the first collection agency on December 31, 2011. This first collection agency was unsuccessful in obtaining the balance due, so in August of 2013 ************* account was turned over to the National Recovery Collection Agency. This agency reports uncollected debts to various credit reporting agencies in an attempt to bring attention to debts that would otherwise be ignored or forgotten. We assure you we have no record of receiving the return of the "Couples Knot Ring" that************ states she returned. We have no record of her requesting return instructions, or sending her return postage. Therefore, we respectfully request that she contact us directly to provide further information regarding the return so that we may assist her in resolving this issue. Our toll free number is*************; our hours are 7:00 a.m. to 6:00 p.m., Monday through Friday. For the best service we encourage************ to call Tuesday through Friday between 7:00 a.m. to 10:00 a.m. and 4:00 p.m. to 6:00 p.m. (CT). Please note that this matter can only be resolved if she contacts us directly at the number above. Thank you for bringing this matter to our attention. Sincerely, ************ Client Services Initial Consumer Rebuttal /* (3000, 7, 2014/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) First and foremost, this response is unacceptable. This email response provides no documentation or validation of a debt. I explained that I cancelled this order and returned the package "unopened" via return to sender. Why would this company have any records of my request for return materials when I didn't request any, I just sent the item back "return to sender - package refused." Additionally, of most importance to me is the disregard for FDCPA weaved throughout this response. For example, I have reviewed my credit reports and they are reporting this debt as openened 8/1/2013, this constitues illegal reaging of the alleged debt which is in violation to FDCPA. Addiitionally, the response clearly states that the only way for me to resolve this issue is to call them. This is ridiculous! I have rights under FCRA and FCDPA and I am not required to call anyone to resolved a dispute. This makes it seem as if I will never be able to resolve this matter unless I call them. This is illegal! I will be reporting these violations to the FTC and CSPB immediately, as well as to the Credit Bureaus. I did not realize my last response was received from the original creditor. I would be happy to contact the original creditor, but I will not consider my matter resolved as the collecation agency NRA, has reported this to my credit bureaus illegally, as well as has reaged this account illegally. I want a formal confirmation that if I work directly with the creditor to resolve this issue, then all derogatory information will be removed from my credit reports. Thank you. Final Business Response /* (4000, 9, 2014/10/29) */ October 29, 2014 **************** ***************** ********************** *** ****************** ****************** ************************** *************** ****************** ***************** We are in receipt of your e-mail, dated October 27, 2014, regarding ************* rebuttal comments. We wish to advise you that we have personally contacted************ and assured her that we are the original creditor, and we were able to successfully resolve this matter for her. After confirming the manner in which she returned the "Couples Knot Ring", and the approximate date that she returned it, we settled her account and removed the debt. We advised************ that we will immediately contact National Recovery Agency that the debt has been liquidated, and request that they in turn purge her information from their files, as well as immediately contact any/all Credit Reporting Agencies that the debt was reported to. We also cautioned************ it can take up to 90 days before she notices the removal of the debt from the various Credit Reporting Agencies. For this reason, we have sent her a letter acknowledging all of the above in case she needs it in the interim. Again, thank you for bringing this matter to our attention. Sincerely, ************ Client Services

10/28/2014 Problems with Product/Service
10/27/2014 Advertising/Sales Issues
10/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an item that was misrepresented as a unit purchase. I thought the item I paid for was the pictured item but instead was only a partial unit that required more purchases to get what was advertised.

Desired Settlement: DesiredSettlementID: Replacement I would like to receive the item that was pictured for the advertised price that was listed. No where in the ad did it say a partial unit would be sent and further payment would be required.

Business Response: Initial Business Response /* (1000, 5, 2014/10/15) */ October 15, 2014 ********************************** ********************** ********************** ****************************** ***************** *********************** **************** ********************** *************** ******************* ***************** We are in receipt of your e-mail, dated October 7, 2014, regarding ************ complaint. We respectfully disagree with ************ conclusion that our advertisement for the "Mystic Spirits Collection" misrepresented the "collection" as being sold as one "unit." We have attached a copy of the advertisement ********** responded to, and have highlighted the areas of significance. As you can see by the copy, our advertisement is a little more than the size of a large Post Card, but still contains the basic information regarding price and shipments. The ad begins: "Summon the Power of the Wolf with the MYSTIC SPIRITS COLLECTION." - This statement alone clearly indicates that what is pictured in the ad is a "collection" and one can reasonably infer that it is comprised of several pieces. The ad continues and clarifies the above: "Five unique Native American-style totems join to create the perfect tribute to the powerful spirit of the wolf in the Mystic Spirits Collection......Each totem is hand-crafted and features, hand-applied feathers, wooden beads, and real leather." The ad goes on to state: "Peak demand is expected for these exceptional artifacts, so order now in two interest-free installments of $19.97 "each," for a total of $39.95* "per issue"...(The asterisk (*) is explained on the bottom portion of the order form and instructs the buyer to add $8.99 for shipping and services). - These two statements clearly indicate that there are "five" totems in the "collection" that when put together, will create the display that is pictured. It is also very clear that "each" shipment (totem) is available in two installments of $19.97 plus shipping and services. The total issue price for "each" shipment is $39.95 plus $8.99, or $48.94. We assure you and ********** that he is being billed correctly, and according to the advertisement he responded to. Our records show Customer Service has explained all of the above to ********** recently, and even sent him a copy of the advertisement. Our previous offer to cover the cost of his recent shipment still stands only if he wishes to continue. However, he will be expected to pay for the remaining three issues in the collection. If he wishes to accept this offer, he must contact Customer Service. We are sorry for any confusion that may have resulted, but we believe our advertisement is very clear when it is read in full. Sincerely, ************* Client Services

10/27/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order for 2 necklaces: items #'s XX-XXXXX-XXX, XX-XXXXXX-XXX. I mailed 2 checks in the same envelope. Check #'s: ****-$99.00 & #****-$108.98. Check ***** was cashed, however it was the other necklace that was received. The necklace received looks absolutely nothing like the picture advertised & is made of plastic, NOT crystal, as advertised. Also, the chain it is on is flimsy & can not support this plastic pendant for any length of time. I never received the other necklace & would like to be refunded my money $108.98, for the fraudulent necklace received.

Desired Settlement: I am seeking to be reimbursed $108.98 for the plastic necklace received. I ordered these items for my daughter & grand-daughter for Mother's Day & was really disappointed in the quality of this product & that it took over a month to receive it.

Business Response: Initial Business Response /* (1000, 5, 2014/06/05) */ June 5, 2014 **************** **************************************************************************************************************** RE: ************************************************************************** Case*********** Account *********** ***************** We are in receipt of your e-mail, dated May 29, 2014, regarding************* complaint. Our records show our Customer Service Phone Center took an order for the "Disney Crystal Heart Pendant" April 24, 2014. We received another order for the same product, with a $99.00 payment, on May 1, 2014. The order placed by phone was subsequently canceled, and the order with payment was processed and shipped accordingly. Our records also show that we previously received an order via the US Mail on March 27, 2014 for the "Princess Cut Diamonesk Pendant." Payment for this order, in the amount of $108.98, was received on April 23, 2014 and applied to the order upon receipt. Our records further show that the order was eventually canceled, and a refund generated. Please note that the refund generated for the above order on May 1, 2014 is in the amount of $54.48. This is because before************* payment for the "Disney Crystal Heart Pendant" was received, our Customer Service agent attempted to transfer a portion of the funds from the Diamonesk Pendant to the original (1st) order of the Disney Pendant. However, as the transfer was being finalized,************* $99.00 payment and "new" (2nd) order for the Disney Pendant were received and the first order canceled, which eventually resulted in another refund. A second refund in the amount of $54.50 was generated and mailed to*********** on May 22, 2014. Therefore, the total refund issued to*********** is $108.98 and satisfies his desired resolution. Unfortunately, our records now show that************* $99.00 payment for the "Disney Crystal Heart Pendant" was returned to us from his bank marked "NSF", and as a result, his payment was reversed. On May 16, 2014 a letter was sent to him requesting his attention to the matter, and requesting payment. However, since he has expressed his dissatisfaction with the pendant, and his payment was returned NSF, we are requesting that he return the pendant so we can credit his account. Please note that he will continue to be invoiced until the pendant is returned, or it is paid in full. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, **************************** Business Response /* (4000, 13, 2014/09/18) */ September 18, 2014 **************** ***************** ********************** ********************** *********************************** ***************** RE: ******************** ***************** *********************** Case # ******** Account # ********* Dear ************ We are in receipt of your e-mail, dated September 11, 2014, regarding ************ rebuttal comments. First, we wish to apologize to*********** in not processing the return of the "Disney Crystal Heart Pendant" for which he provided tracking results. As you can imagine, we receive hundreds of returns each day, and it appears ************ return was misplaced. However, because he provided proof of the return, we have canceled the billing and no further invoices will be sent to him requesting payment. Second,*********** has already been fully refunded for the previously canceled order of the "Princess Cut Diamonesk Pendant" for which he paid $108.98. As we explained in our original response; the refund was processed in two (2) refunds. Our refund checks; ******** for $54.48, and ******** for $54.50 were issued in May 2014. As of today, only check ******** for $54.48 has cleared, and we respectfully request that*********** deposit the second check so we can clear it from our books. Finally, we must ask that if*********** has any further concerns regarding this matter or if he cannot locate the second refund check that was sent to him, that he contacts Customer Service directly at ************. We will be happy to assist him further and resolve this matter to his complete satisfaction, by issuing a Stop Payment and processing a new refund check. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ************* *************** Business Response /* (4000, 13, 2014/09/18) */ September 18, 2014 **************** ***************** ********************** ********************** *********************************** ****************** RE: ****************** ************** ********************** Case # ******** Account # ********* Dear ************ We are in receipt of your e-mail, dated September 11, 2014, regarding ************ rebuttal comments. First, we wish to apologize to*********** in not processing the return of the "Disney Crystal Heart Pendant" for which he provided tracking results. As you can imagine, we receive hundreds of returns each day, and it appears***********'s return was misplaced. However, because he provided proof of the return, we have canceled the billing and no further invoices will be sent to him requesting payment. Second,*********** has already been fully refunded for the previously canceled order of the "Princess Cut Diamonesk Pendant" for which he paid $108.98. As we explained in our original response; the refund was processed in two (2) refunds. Our refund checks; #******* for $54.48, and #******* for $54.50 were issued in May 2014. As of today, only check #******* for $54.48 has cleared, and we respectfully request that*********** deposit the second check so we can clear it from our books. Finally, we must ask that if*********** has any further concerns regarding this matter or if he cannot locate the second refund check that was sent to him, that he contacts Customer Service directly at ************. We will be happy to assist him further and resolve this matter to his complete satisfaction, by issuing a Stop Payment and processing a new refund check. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ************ Client Services

10/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered this product almost a year ago for my daughter for Christmas she received the first issue late and never received the the second. She has **** ************** House, **** figurine and the 12" black light fixture please contact her to figure this problem out.

Desired Settlement: I want the rest of my items that I paid for.

Business Response: Initial Business Response /* (1000, 5, 2014/10/07) */ October 7, 2014 **************** ***************** ********************** ********************** ********************************* ***************** RE:********************* *************************** ************************** Case*********** Account *********** Dear ************ We are in receipt of your e-mail, dated September 30, 2014, regarding ************** complaint. Our records show we received a reservation order for the entire "Nightmare Before Christmas Black Light Village Collection via the Internet on December 3, 2013. Shipments were to be made to ************** address above and billed to her credit card upon shipment. The first issue, "Jack Skellington's House" was shipped on December 5, 2013. We were contacted by ************ stating she had not received the shipment as of December 23, 2013. Tracking results indicated the shipment was undeliverable and was on its way back to us. In the interest of good client relations, we replaced the shipment before receipt of the return, but due to the lateness of the date, we were unable to send the replacement until December 31, 2013. Our records further indicate that ************ requested her subscription to the collection be canceled, and is the reason no further shipments were made. This information was e-mailed to ************ last Wednesday, October 1, 2014. At that time, we advised her that the collection was still available for purchase if she wished to continue with it. On October 4, 2014, via return e-mail, ************ indicated she wished to continue with the subscription beginning with the third issue, "The Town Hall", and have it shipped directly to the gift recipient. Shipment should be made by the end of the week, and once that shipment is paid in full, subsequent shipments will be sent accordingly. If ************ needs further assistance, she can contact Customer Service at ************; our hours are 7:00 a.m. to 7:00 p.m., Monday through Friday. For the best service we encourage our customers to call Tuesday through Friday between 7:00 a.m. to 10:00 a.m. and 3:00 p.m. to 7:00 p.m. (CT). Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ************ ***************

10/20/2014 Problems with Product/Service
10/20/2014 Problems with Product/Service
10/20/2014 Problems with Product/Service
10/17/2014 Problems with Product/Service
10/16/2014 Advertising/Sales Issues
10/13/2014 Problems with Product/Service
10/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I believe they are going through old customer files and blindly sending out orders. This is a mail fraud.

Desired Settlement: I want them to stop doing this. But I want to know how the initial Order was placed. I have to see a copy of what was placed. This is an identity theft issue. And I am retired law enforcement.

Business Response: Initial Business Response /* (1000, 5, 2014/09/10) */ September 10, 2014 **************** ***************** ********************** ********************** *********************************** ***************** RE: *************** ********************* ************************ Case ********** Account ********************** Dear ************ We are in receipt of your e-mail, dated September 10, 2014, regarding ************ complaint. We are very sorry, but we have no record of receiving any orders in ************ name at the above address. We have no record of any shipment made, or any request for payment of said shipment. If*********** received a shipment from any of The Bradford Group of Companies, ie: Bradford Exchange, Hawthorne Village, Ashton Drake, Hamilton Collection, or Bradford Authenticated, we respectfully request that he contact our Customer Service Center directly to help us identify the shipment, and locate the account on which the order was received. Our toll free number is ************; our hours are 7:00 a.m. to 6:00 p.m., Monday through Friday. For the best service we encourage you to call Tuesday through Friday between 8:00 a.m. to 12:00 p.m. and 2:00 p.m. to 5:00 p.m. (CT). Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ************ *************** Initial Consumer Rebuttal /* (3000, 11, 2014/09/24) */ See attached scan documents. Final Business Response /* (4000, 13, 2014/10/01) */ October 1, 2014 **************** ***************** ********************** RE: *************** ****************** ************************ Case ********** Bradford Account *********** BMI Account ********** Dear ************ We are in receipt of your e-mail, dated September 24, 2014, regarding ************ rebuttal comments and the documentation included with the rebuttal. First, we wish to thank*********** for providing the documentation he received concerning the order placed in his name. It enabled us to research the matter further and locate the account where the order was placed. You will notice ************ complaint was filed against "Bradford Exchange Checks," so naturally we were looking for a check order, and when we didn't find one we responded accordingly. We could not locate any orders for any products with the Bradford Group of Companies in our system on ************ account **********, which included Bradford Checks. However, upon receiving the documentation from*********** we see that the order he referred to in his complaint is a "Bradford Museum Press" order. Bradford Museum Press, although it is a Bradford Company, utilizes the BMI System to track and ship orders for Books, Music CD's, Greeting Cards, etc. The BMI System is a separate system from ours and is the reason we could not locate the order. BMI records show that the order was received, in the name of***********, at the above address for The Wonderful Wizard of Oz Book Collection & FREE Bookends, on BMI account #********. We have attached a copy of the reservation order for your review. At the time we received the request, we had no way of knowing it was not a legitimate order, and it was processed accordingly. In addition, our records show a Postage Paid Return Label and Return Instructions were sent to*********** on September 12th as he requested. In fact, we received the returned shipment on September 26, 2014, and have already canceled the billing. If*********** has any further concerns regarding this matter, he can contact us directly at ************* Thank you for bringing this matter to our attention. Sincerely, ************ Client Services

10/10/2014 Advertising/Sales Issues
10/7/2014 Problems with Product/Service
9/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Business Response: Initial Business Response /* (1000, 5, 2014/09/18) */ September 18, 2014 **************** ***************** ********************** ********************** ********************************* ***************** RE:**************** ************* ********************* Case #********* Account # ********* Dear ************ We are in receipt of your e-mail, dated September 12, 2014, regarding ********'s complaint. Our records show we received an order from ******** for the "USMC Commemorative Watch, to be shipped to him at the above address. His order was shipped on July 14, 2014, and although delivery is usually made within 7-10 business days, it has been our experience that USPS can take up to 30 days to deliver our merchandise to our clients. For that reason we must allow at least that much time for delivery before we can consider a shipment lost. As you know we will replace any shipment that is lost, or refund it in full. As promised, our records show ********'s order was considered lost and a refund issued on August 18th upon confirmation he had not received the shipment. This action is in accordance with our guarantee of safe delivery, and in the interest of good client relations. We assure you, we would not be in business 40+ years, nor have an A+ Rating with your organization if we conducted business in the manner described by ********. Our records show that our Customer Service representatives addressed all of his concerns, apologized, and even delayed further charges to his credit card in order to allow more time for the shipment to be delivered or returned to us. Since we have demonstrated that we did provide excellent customer service, and ******** confirmed receiving the refund to his credit card, we are considering the matter closed. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ************ Client Services

9/29/2014 Guarantee/Warranty Issues
9/26/2014 Advertising/Sales Issues
9/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered checks from The Bradford Exchange. They double charged my account. They refuse to reverse or refund the extra charge unless I jump through more hoops than the charge is worth. For a simple refund they are requiring that I collect a signed authorization form from my bank and a fax number that can't be found when all that should be necessary by standard business practices is for them to issue a credit. This deviation from standard business practices appears to be an attempt to wear the customer down so The Bradford Exchange can profit from what is made to appear as an "honest" mistake.

Desired Settlement: I would like a full refund for BOTH charges, and my order cancelled in full. I do not want to have any business dealings with The Bradford Exchange.

Business Response: Initial Business Response /* (1000, 5, 2014/09/25) */ September 25, 2014 *** **** ******* ********* ******* ****** ****** ******** ****** ******** ****** *** ** ****** ***** ***** **** ******** ** XXXXX RE: *** **** ****** ******** **** ***** **** ***** **** *** ********** ** XXXXX-XXXX Case # XXXXXXXX Account # XXXXXXXXX Dear ************ We are in receipt of your e-mail, dated September 15, 2014, regarding *** ****'s complaint. Our records show we received an order for 2 boxes of duplicate style checks, in the "Fifth Avenue" check design, via the Internet on September 10, 2014. All check orders are processed "pending credit approval," and one way we obtain this is by requesting "pre-authorization" to charge the total amount due of the order, before printing begins. According to our records, pre-authorization was requested and authorized on September 10th in the amount of $23.85. However, there was a problem with the information provided, and our check printer needed confirmation of *** ******'s Bank information. This held up the processing of his order, and once the bank information was confirmed, the pre-authorization process had to be repeated. A second pre-authorization was received on September 11th. However, we assure you and *** ****** that his credit card was only charged one time in the amount of $23.85 upon shipment of his order on September 19, 2014. It is our experience with varying financial institutions, that pre-authorizations drop off anywhere from a few days to 21 days depending on the bank. Our records show we requested *** ******'s bank fax number on September 13th so we could forward a "Credit Card Authorization Release Form" and ask them to remove the second pre-authorization. *** ****** refused to do this and the call was disconnected. ***********, since *** ******'s order has already been shipped we trust the first and second pre-authorizations have since been dropped, and *** ****** can verify the single charge of $23.85 with his issuing bank. He can also confirm or request that they "release" one or both pre-authorization requests himself with the following authorization numbers: XXXXXX from Sept. 10 & XXXXXX from Sept. 11. If he still insists he was charged twice, we invite him to send us proof of this so we can review the document and determine if a refund is warranted. Please instruct *** ****** to contact me directly at the number below for instructions on where to fax the documentation showing the additional "charge" for our review. Thank you for bringing this matter to our attention. Sincerely, **** ******* Client Services XXX-XXX-XXXX

9/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Business Response: Initial Business Response /* (1000, 5, 2014/09/04) */ September 4, 2014 ********************************** ********************** ********************** *********************************** ***************** RE: ******************* ************** ************************** Case # ******** Account # ********* Dear ************ We are in receipt of your e-mail, dated August 28, 2014, regarding ************ complaint. We wish to inform you and ********** that we received an order in her name at the above address, and shipped it to her accordingly. However, the shipment was returned to us marked "Refused - Undeliverable" and a refund check was issued. Please note that there is an address discrepancy in what ********** provided in her complaint form and what we have on record. Our refund check ********, in the amount of $129.99, was issued and mailed to ********** at the above address on July 17, 2014. As of today, it has not cleared our bank and is still open. If ********** has not received this refund check, please instruct her to contact me directly at the number below to confirm her address and request a new check. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, **************************** ************

9/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Unable to process check order. Notification came to me on July 16 2014. I request my payment back per phone call spoke with *** ** She said the refund would be processed the next day. Called on July 29 2014,spoke with *****, state check would be in mail August 5 2014. Called on August 13 2014 spoke with ******** said check was not processed yet would get it on August 20 2014. I asked for Manager spoke with ********* she state this should of not happen. Check will email out August 14 2014 and will receive it in 7 to 10 days.

Desired Settlement: DesiredSettlementID: Refund $25.78. My client number is xxx-xx-xxxx

Business Response: Initial Business Response /* (1000, 5, 2014/09/04) */ September 4, 2014 **************** ***************** ********************** ********************** ******************************** ***************** RE: ************** ******************* ************************ Case ********** Account *********** Dear ************ We are in receipt of your e-mail, dated August 26, 2014, regarding *********** complaint. We wish to apologize to********** as we inadvertently gave her incorrect information regarding the issuance of her refund. Because ********* canceled her check order within 7 days of receiving her payment, a refund check could not be issued until her payment cleared our bank. All checks go through a Central Processing Warehouse before being returned to the issuing banks, and subsequently payees are not notified whether a payment is accepted or not, for at least 20 business days. For this reason, since *********** payment was received on the 16th of July, and her order was canceled on the 21st, the soonest a refund would be generated would be early to mid-August. In support of this, our records show our refund check *******, in the amount of $25.78, was issued and mailed on August 14, 2014. As of today it has not cleared our bank, but we trust ********* has received it by now. If she has not, we respectfully request that she contact us immediately so we can initiate tracking procedures. Our toll-free number is ************. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ************ ***************

9/16/2014 Delivery Issues
9/15/2014 Advertising/Sales Issues
9/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My grandfather was sent an advertisement for a Budweiser train. In it, the price was only disclosed once. However, the price was so poorly disclosed that my grandfather thought it would be $100. I initially thought the same thing, but thought it strange that the price would only be mentioned once in terms of payments. After bringing out my lawyer hat and parsing the text, it turns out, that it wasn't $100, but $300. My grandfather was almost duped into spending $200 more than what he expected. I find this reprehensible and would like them to send corrective mail to each person they sent this advertisement. Furthermore, I want them to agree to disclose the FULL price of each object they would be sending. The pricing text of the ad is as follows (which only appears on the middle of a back of one of the six papers they sent - in the middle of a letter): "Simply mail the order card within the next 10 days with your first paid installment for the Steam Locomotive and we'll reserve your introductory gift of the Coal Car for just $1 aIong with your first shipment, the Steam Locomotive. You can pay for your Locomotive and $1 Coal Car in three easy payments of just $23.33 (plus a total of $9.99 shipping and service), the first due before shipment. No matter what you decide, the Coal Car is yours to keep for just $1. Subsequent shipments in the Budweiser Holiday Express train collection will be billed separately, each at the same attractive price as Shipment One and sent about every other month. Your 16-piece set of EZ-Track® elevated roadbed tracks (a $30 value) will ship for $1 with Shipment Two, followed by Shipment Three and the power-pack & speed controller (a $40 value), also for just $1. There is no minimum to buy and you may cancel or return at any time."

Desired Settlement: I find this reprehensible and would like them to send corrective mail to each person they sent this advertisement. Furthermore, I want them to agree to disclose the FULL price of each object they would be sending in future advertisements.

Business Response: Initial Business Response /* (1000, 5, 2014/08/28) */ August 28, 2014 **************** ***************** ********************** ********************** ****************************** ***************** RE: ************ ********************* ************************** Case # ******** Account # none Dear ************ We are in receipt of your e-mail, dated August 25, 2014, regarding ********** complaint. We respectfully disagree with ********** conclusion that the advertisement in question does not clearly disclose the pricing of the collection. By ********** own inclusion of the information contained in our mailing you can see that it is very clear on the pricing even though it is mentioned only once. All materials included in our mailing are meant to be read in full, and we should not be held accountable if consumers choose not to. We stand behind our advertisement and are confident that it provides all of the necessary information that adequately explains what is involved when placing an order. We are sorry for any confusion that may have resulted, and are considering the matter closed. Sincerely, **************************** Initial Consumer Rebuttal /* (3000, 7, 2014/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear ************ * I do not accept the response from the business. * Seriously? *********** can say that with a straight face? They target the elderly with misleading price information and then are unapologetic? I find it sickening. * My grandfather misread the price and was going to buy this for an expected amount of $100. It was only after reviewing it closely as one trained in the law, did it become evident to me that this was a dishonest way to disclose pricing. To any normal person, this appears as $100 price. I would love to see the results of a survey of the target market, which I would imagine comes to the same conclusion as my grandfather. * ************ argument that my reading (apparently correctly after a 1/2 hour of study of the materials) of the letter proves that the pricing is obvious doesn't hold water. I read complicated documents for a living. I parse wording for a living. The average consumer does not. My grandfather misread the price. My wife misread the price. A normal person would misread the price. An attorney is trained to catch such filth as this. * Further ***********'s arguments show the company's misleading nature. *********** says that the advertisements are meant to be read in full. This argument is misleading in itself. There was no argument about not reading the materials in full. The issue is that the price language of the materials is misleading. The issue is not whether the materials were read. * I invite you to review the attached pdf file and parse the language yourself. It is misleading. Based on these facts, the marketing department is incompetent or it is dishonest. ***********'s unapologetic response indicates that it is likely dishonest. * I am tired of companies and people within companies trying to prey on the elderly to maximize their own gain. I will continue to serve as my grandfather's gatekeeper. However, there are those that do not have such a gatekeeper. * In conclusion, this advertisement is misleading. *********** presents misleading arguments. Her response is non-responsive. Her proof is non-existent. I invite you to read the advertisement for yourself and come your own decision. * Kind regards, * ******** * (Please note that I have put an asterix between paragraphs, as the online form seems to strip out paragraphs). Final Business Response /* (4000, 10, 2014/09/11) */ September 11, 2014 **************** ***************** ********************** ********************** ****************************** ***************** RE: ************ ********************** ************************** Case # ******** Account ****** Dear ************ We cannot agree with ********** statements that our advertising is misleading. The price of the product is clearly stated in large font. As********* quotes, our advertising states the following in the letter enclosed with the brochure depicting the products: "Simply mail the order card within the next 10 days with your first paid installment for the Steam Locomotive and we'll reserve your introductory gift of the Coal Car for just $1 along with your first shipment, the Steam Locomotive. You can pay for your Locomotive and $1 Coal Car in three easy payments of just $23.33 (plus a total of $9.99 shipping and service), the first due before shipment. No matter what you decide, the Coal Car is yours to keep for just $1." "Subsequent shipments in the Budweiser Holiday Express train collection will be billed separately, each at the same attractive price as Shipment One and sent about every other month. Your 16-piece set of EZ-Track(r) elevated roadbed tracks (a $30 value) will ship for $1 with Shipment Two, followed by Shipment Three and the power-pack & speed controller (a $40 value), also for just $1. There is no minimum to buy and you may cancel or return at any time." The first paragraph above clearly states: "You can pay for your Locomotive and $1 Coal Car in three easy payments of just $23.33 (plus a total of $9.99 shipping and service)" (emphasis added). There is no question that the three payments of $23.33 are for the Locomotive and Coal Car. The Bradford Exchange offers installment payments for the convenience of the customer. The second paragraph above clearly states in the same large font: "Subsequent shipments in the Budweiser Holiday Express train collection will be billed separately, each at the same attractive price as Shipment One and sent about every other month" (emphasis added). There is no question that the other cars in the collection will be priced the same as the Locomotive & Coal Car. We have included an attachment of the letter in actual size. ******** neglects to inform you that the brochure depicting the products makes the point, in conjunction with the letter, even more clearly in that it pictures exactly what is included in each "shipment". 1. The Locomotive and Coal Car are pictured with the caption: "Shipment One Locomotive. Includes the Coal Car for just $1", 2. The Combine Car is pictured with the caption: "Shipment Two Combine Car. Includes the Track Collection for just $1", 3. The Gondola Car is pictured with the caption: "Shipment Three Gondola. Includes the Controller and Power Pack for just $1". We have included an attachment of that portion of the brochure in actual size. One does not have to read the entire advertisement to understand the pricing. Finally,********* neglects to inform you that both the brochure and the letter inform the customer that the train collection comes with a "365 Day Unconditional Guarantee" making it virtually impossible for the customer to be misled. After the customer receives and pays the installments for the Locomotive and Coal Car, the customer would receive the Combine Car with an invoice for the first installment of $23.33, making it abundantly clear that the price of the Locomotive and Coal Car was $69.99 (plus $9.99 shipping & service). If the customer was confused, he or she would have ample time under the guarantee to return any or all of the products for a complete refund. We believe that we have provided adequate explanation and documentation (the materials speak for themselves). We now consider this matter closed. Sincerely, *****************************

9/8/2014 Advertising/Sales Issues
9/8/2014 Advertising/Sales Issues
9/5/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased checks on 7/15/14 - Order# XXXXXXXXXXXX - Lightning Strikes Personal Checks - when I filled out online I looked it over twice before I confirmed the order. When I received the checks, the last number of my account number was missing off the checks printed - I contacted customer service on 8/15 asking for a reprint and he said they print the checks exactly how they are filled out online - when I looked at my order when I got off the phone, I know for a fact I typed my whole account number in because I had called the bank that day to even verify there were that many numbers in my account number, so when I typed it in, I made sure to count the numbers before hitting submit - this company seems to do this to many many customers and it is now making me wonder if it is a scam, how do that many people have issues with incorrect printed checks? I want my checks reprinted or refunded and this company says "Ill have them reprinted at the same cost as the first time" are they kidding? Scam artists stealing from people is ridiculous!!!

Desired Settlement: I want a refund, or replacement immediately.

Business Response: Initial Business Response /* (1000, 5, 2014/08/25) */ August 25, 2014 **************** ***************** ********************** ********************** *********************************** ***************** RE: *************** **************************** ********************************* Cas************ Account *********** Dear ************ We are in receipt of your e-mail, dated August 18, 2014, regarding ********* complaint. Our records show that we received an order via the Internet for 2 boxes of Bradford Checks in the "Lightening Strikes" check design. Our website requests that all of the ordering and account information be verified before completion of the order. We processed ********* order with the information she provided, it was shipped to her on July 22, 2014. We respectfully disagree with ******* that we misprinted her order. Our website has recently been updated to make it easier for customers to place orders and enter their personal and account information. We have several safeguards in place to ensure the customer is entering the correct information, in each of the "fields" for account information; and all numbers across the bottom of her check. We assure you had the account number not "matched" in any of the previous "fields" where she entered her account information; she would have received an "alert" informing her of the "field" with the incorrect or inconsistent information. Please see the attached for an illustration showing that the fields must "match" previous entries.....on Page 2. In addition, all information entered "by the customer" is "electronically" transferred directly to our check printer. The order is not reviewed, changed, or monitored for errors by any human. As stated above, the order was processed with the information provided by *******, and for this reason we cannot arrange for a rerun of her checks. In the interest of good client relations, we did offer to process a new order, with the corrections, for the same low pricing as her original order. Our records show ******* did not accept our offer at the time she contacted us. If she changes her mind, she should contact us immediately at our toll-free number;*************. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ****************************

8/28/2014 Delivery Issues
8/25/2014 Problems with Product/Service
8/25/2014 Problems with Product/Service
8/25/2014 Advertising/Sales Issues
8/25/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 1-24-14 I reordered checks from the Bradford Exchange using one of their reorder forms. The cost was $33.80 for two boxes.I received my checks and later received a bill for an additional $10. I e-mailed them and said I did not owe any additional money as I included the full amount due. I checked their website and I could had ordered online cheaper than what I ordered by mail so my order was not a reduced amount. I paid what the order form showed. I later received a notice from a credit recovery company saying I owed $10. I paid the #10 on 7-14-14 even though I did not owe it and asked for a copy of my original order form. I think that are pulling a scam to get customers to pay more than their advertised order form. It was not a form for new customers at a reduced rate it was a reorder form. Could you ask for a copy of the reorder form and see if they are scamming people? Product_Or_Service: checks

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to receive my $10 over payment refunded.

Business Response: Initial Business Response /* (1000, 5, 2014/08/19) */ August 19, 2014 ************************************************************************************************************************************** RE: *******************************************************************************3 Case # ******** Account *********** Dear ************* We are in receipt of your e-mail, dated August 13, 2014, regarding ************* complaint. Our records indicate that we received a re-order for 2 boxes of checks in the "St. Louis Cardinals" design on January 31, 2014. *********** used the Re-Order Form for returning customers, and the order was processed accordingly. However, the payment amount *********** sent with her order was for 2 boxes of "Choice" checks. The check design she ordered is a "Master" Check Design and the pricing is higher. Please see the attached sample order form showing the two different styles of check designs and the pricing of each. In light of the above facts, *********** is not due any refunds and her account is considered paid in full. Her account has been removed from collections, and she should ignore any contact from them dated prior to today's date. We trust this resolves the issue, and we are considering the matter closed. If *********** has any further questions regarding this matter, she can contact us directly at the number below. Sincerely, ***************************************** Initial Consumer Rebuttal /* (3000, 7, 2014/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Even if my checks were master and not choice the additional amt is $4 not the $10 I was billed. Final Business Response /* (4000, 9, 2014/08/25) */ August 25, 2014 ********************************************************* RE: ******************** Case # ******** Account *********** Dear ************* We are in receipt of your e-mail, dated August 13, 2014, regarding ************* rebuttal comments. Please refer to the information below of the order and payments submitted by ***********, and the "actual cost" of her order: CHECKS ORDERED: St. Louis Cardinal Checks (2 boxes) ACTUAL COST: $37.90 PAYMENT SUBMITTED: $33.80 BALANCE DUE: $4.10 **REQUIRED SERVICE AND HANDLING ($2.95/bx) ACTUAL COST: $5.90 PAYMENT SUBMITTED: $0 BALANCE DUE: $5.90 TOTAL AMOUNT DUE: $43.80 TTOAL AMOUNT PAID: $33.80 TOTAL AMOUNT DUE: $10.00 As illustrated in our previous attachment, not only did *********** pay the "incorrect" amount of the style checks she ordered, she also did not include the **Required Service and Handling Fee as indicated on the Re-Order Form. We have attached another copy of the order form for your convenience, for your review. As we previously indicated *********** is not due any refunds and her account is considered paid in full. We are considering this matter closed. Sincerely, ****************************

8/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased "Today Tomorrow Always diamonesk Bridal set" from The Bradford Exchange, in March of this year. Order number: XXXXXXXXXXXXXXX. Paid for with a Visa debit card. card number: XXXXXXXXXXXXXXXX for the amount of $138.98. The item I recieved looked nothing like the picture so I returned it within their 120 day money back guarantee time limit. The policy says to allow 2-4 weeks for processing. So after a month I log onto my Bradford Exchange account and see that my item had been marked returned on June 24, but I had not gotten my refund. So I email customer service inquiring about my refund and when I could expect to get it. The answer assuring me they had issued the refund, except that they hadn't. The day after their responce I could no longer log into my Bradford Exchange account, it said my email doesnt exist, when its the same email I've used since purchasing my item. So I email them again, to let them know that I had not gotten my refund, and many attempts to get in touch with them went unanswered until I said I would file a complaint with BBB. After that they have answered me for the last month giving me the run around. They swear I have gotten my refund, when I have not. There is something from The Bradford Exchange on my debit card account, except it shows as a credit transaction not a debit amount. After talking with the card company they told me The Bradford Exchange basically has a hold on my refund. I can't get the money until they post it. So now for the past week I have emailed them every day explaining this, and they have not answered me.

Desired Settlement: All I would like is my refund of $138.98. I have basically paid 138$ for an item I don't even have anymore.

Business Response: Initial Business Response /* (1000, 5, 2014/08/07) */ August 7, 2014 **************** ********************************************************************************************************************* RE: ******************** ********************* ********************** Case #********* Account # ********* Dear ************ We are in receipt of your e-mail, dated July 29, 2014, regarding *************** complaint. We wish to assure ************* that we have received her returned shipment of "Today, Tomorrow, & Always Diamonesk Bridal Ring Set". And as we have stated previously, a credit (refund) request was forwarded to her account on June 24, 2014 upon receipt of the return. Attached please find the account statement ************* sent to us of the Debit/Credit Activity from June 1, 2014 through June 30, 2014. We have highlighted the area on this statement which "clearly" shows our credit (refund) in the amount of $138.98; located under the column heading "CREDIT." As you can see, the credit (refund) was posted to her account on June 25, 2014; 24 hours after we requested it. This information has been given to ************* several times but she still insists she did not receive the credit to her account. Respectfully, we strongly suggest that she contact her bank/financial institution to verify this information. Thank you for bringing this matter to our attention, and note that we are considering this matter closed. Sincerely, ************ Client Services Initial Consumer Rebuttal /* (3000, 7, 2014/08/11) */ 8/9/14 info from consumer: As stated in my complaint I said this was there. But when you call the cars company they say Bradford Exchange has ahold on the money. Which is why it is under "credit" & not "debit" Final Business Response /* (4000, 9, 2014/08/19) */ August 19, 2014 ********************************************************* RE: ******************** Case #********* Account # ********* Dear ************ We are in receipt of your e-mail, dated August 11, 2014, regarding *************** rebuttal comments. As it appears ************* is confused regarding Debits and Credits when applied to banking and credit cards, we are attaching a report we obtained from Paymentech Corporation. This report confirms the "refund" (also known as a "credit") to *************** account. As you can see on the attachment, the original "sale" (debit) was charged on March 8, 2014 upon shipment of *************** order. The "refund" (credit) date is June 25, 2014, and coincides with the date we received the returned shipment. Again, respectfully, we strongly recommend that ************* contact her bank/financial institution to verify this information, and explain it to her. If necessary, she should request to speak with a banking manager and provide him/her with the reference number of the "credit" (refund) transaction as listed on the attached report. ************ as it is abundantly clear that the refund has been issued, we are considering this matter permanently closed. Sincerely, ************ Client Services

8/12/2014 Advertising/Sales Issues
8/11/2014 Problems with Product/Service
8/11/2014 Guarantee/Warranty Issues
8/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Client#: ********* Order#: ************ Desc: From the Heart Gifts Also: Mrs. Claus Sweet Shop that I wish to cancel Also: Any other item past, present, future for which I have not already paid as of today. Also: NO FURTHER CHARGES TO CREDIT CARD!!!

Desired Settlement: Complete ceasation of contact, billing, shipping, ordering, marketing, etc. from this company....FOREVER!!!

Business Response: Initial Business Response /* (1000, 5, 2014/07/31) */ July 31, 2014 **************** ***************** ********************** ********************** ********************************* ***************** RE: ****************** ********************* ************************** Case ********** Account *********** Dear************* We are in receipt of your e-mail, dated July 21, 2014, regarding **********'s complaint. Our records indicate that ********** previously subscribed to two collections from Hawthorne Village; the "Thomas Kinkade Village Christmas Collection", and the "Rudolph's Christmas Town Village Collection." Our records also show we were contacted in May 2014 to cancel the Kinkade Village collection, which we did upon receipt of the request. However, we sent a confirmation notice of the cancellation, but informed ********** that the fourth issue in that collection, "From the Heart Gifts," had already been shipped to him. The letter included instructions on how to return the shipment if he did not wish to keep it. As of this date, we have not received the returned shipment, and is the reason ********** is still being billed for it. Additionally, we have no record of receiving any previous request from ********** concerning the cancellation of the "Rudolph Christmas Town Village Collection. But, upon receiving your notification of his complaint the reservation has been canceled and no further shipments will be made. If ********** does not wish to keep the most recent shipment of "Mrs. Claus Sweet Shop" that was shipped on July 14, 2014, he can return it for a full refund to his credit card. We were sorry to learn that he no longer wishes for us to advise him of new products issued by The Bradford Group of Companies. As ********** requested, his account has been coded to prohibit future mailings. However, mailings are prepared in advance, and it is possible that a few notifications will still reach him. Although he will no longer be an active customer of The Bradford Exchange/Hawthorne Village we would like to express our appreciation for his previous patronage. If ********** has any further concerns, or needs assistance in returning any shipments, he can contact us directly at ************; our hours are Monday through Friday, from 7:00am to 6:00pm (CT). Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ****************************

8/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In April of 2014 I purchased a music box for my granddaughter for Mother's Day. I was promised a shipping date of 5/9. I had moved so I changed my shipping and billing address to the correct address at the time of the purchase however the product was shipped to my old address. The shipping date was then changed several times. From 5/9 to 5/10 to 5/19 to 5/30 to 6/10. I was very upset, emailed customer service and was told of the shipping error. I was told to contact FedEx by the Bradford rep and the FedEx rep told me to contact Bradford. My cc was charged on , 5/20 and then again on 6/12 for $62.98 each time. On June 10 the shipping date was changed to 6/19. Soon after to 6/30. By this time I was in communication with Bradford reps and was assured repeatedly the item would be shipped. Subsequently I did see that the item was returned on 6/12. Speaking again with a Bradford rep they told me they would reship it immediately via Postal Service of which I am employed for 26 years so I had access to shipping information and tracking number. It was never shipped and upon checking the order status saw that the shipping date was changed from 6/20 then 6/30. I spoke with *****, a Bradford customer service rep who told me there was a change of credit card. I informed him it was not and I was looking at my bank statement and saw the charge had been made. He then hung up on me. This infuriated me but was so frustrated I chose not to call back. Since 7/6 the shipping date has been changed to 7/10, 7/13, 7/16 and the latest is 7/17. This is within a week it has been changed 5 times!It has been 3 months since I ordered this item. I am accusing Bradford Exchange of fraud and theft. I have spoken with an attorney however would like to see if BBB will help me either get the product or my money back. I have not cancelled the order for fear I would never get my money back. I also wanted to create a paper trail of shipping dates. Please help me resolve this. Thank you Product_Or_Service: Kisses Granddaughter Engraved Music Box Order_Number: XXXXXXXXXXXXXXX Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like BBB to try to get the product I ordered shipped to me AND a refund applied due to the extreme deception and horrible treatment I've received by The Bradford Exchange. I am handicapped and the stress of this has deeply affected me. I simply wanted to give my granddaughter a Mother's Day gift. Not only did this ruin her Mother's Day and mine but it upset her greatly because I was so upset.It's unforgiveable how I have been treated by this company.

Business Response: Initial Business Response /* (1000, 5, 2014/07/28) */ July 28, 2014 ************************************************************************************************************************************** RE: ****************************************************************************** Case ********** Account *********** Dear ************ We are in receipt of your e-mail, dated July 18, 2014, regarding *********** complaint. We are very sorry but our records do not match some of the statements made by ********* regarding her order for the "Personalized Hershey Kisses for My Granddaughter Music Box." Our records show that we received an order via the Internet for the above music box and a "Personalized Daughter, I Love You Diamond Necklace" on April 25, 2014. Both orders were shipped to ********** MA. address as indicated on the order that was transmitted to us and to our vendor from our website. Tracking results show the necklace was shipped via Federal Express Overnight Delivery to that address, and was delivered on May 9, 2014 @ 1:10pm. The music box was shipped on May 16, 2014 but still shows it is "out for delivery." Please note that we have already requested a replacement for this "lost" shipment. Our records further show that we did not receive an address update until May 27, 2014, from the Automated Address Update program we purchase through the United States Postal Service. We have no record of receiving an address update from ********* as she stated in her complaint. Regardless, because the update was received 2 days after her orders were transmitted to our vendor for personalization, the delivery address could not be changed. ************ we are extremely disappointed that ********* did not receive one of her orders on time for Mother's Day, and as stated above we have already requested a replacement for the "lost" shipment of the music box. In addition, as she requested ********* will be credited for the purchase price of the music box, in the amount of $49.99 (she has already been refunded for the shipping fee of $12.99). We wish to inform you and ********* that we are expecting our allotment of the music box in mid-late September and she should expect delivery by early October. And, as stated above, it will be sent to her free of charge. We sincerely apologize for the delay and appreciate *********** patience. Lastly, because personalized orders are handled differently and shipped directly from our vendor, under normal circumstances (non-holidays) delivery of personalized orders should be expected within 4-6 weeks; allowing 10 business days to complete the personalization process, and 10 business days for delivery once shipment is made. As a result, the "expected ship date" changed daily in anticipation of completing the personalization. Again, we apologize for the delay, for the misinformation ********* received from our website regarding the shipping of her order, and for any inconvenience this may have caused for her. If ********* has any further concerns, she should contact us directly at ************ Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ****************************

8/4/2014 Problems with Product/Service
8/1/2014 Advertising/Sales Issues
8/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order with The Bradford Exchange (TBE)on June 28th for the Protect The Wild Women's Shoe, size 8. The order was received by TBE and I received a confirmation #XXXXXXXXXXXXX. I was advised the shoes would be delivered on July 5th. They were not. I inquired several times (July 5th, 7th and July 8th about the late shipment-I received no response requests. On July 9th TBE sent me an email advising that the shoes were shipped on July 3rd and that I could expect them within 2-3 weeks of shipping date of July 3rd. I was also advised a prepaid shipping label was also sent so that I could send back the item if I was not completely satisfied. This was ludicrous since I had not received the item. Finally on July 10th I was sent another email of apology for TBE and an attempt to bribe me. The email stated they would remove the $52.63 balance from my order. I refused the money. Whatever produce I purchase, I pay for. I will not accept a bribe in order to keep me quiet and in order to preclude me from lodging a complaint against the company. I received a phone call from TBE, I believe on July 11th from the same woman who had sent me the email stating, "I was not attempting to bribe you, but to make an offer to you to resolve the issue." I advised her I pay for what I purchase and that I would not accept her bribe and that I would wait until the shoes arrived so that I would have the correct date of delivery before I file the complaint. I told her to take out the second installment payment on the shoes at the end of July and the last installment at the end of August. The shoes arrived on Tuesday, July 15th and I was appalled at their quality. They were NOT as advertised. The pictures were not clear, the paw prints on the shoes received were not the same as what was shown on the website. The quality of the pictures on the shoes were of poor clarity, colors were faded and/or of poor quality.

Desired Settlement: I want to bring to the attention of possible customers the business practices of The Bradford Exchange. When I placed the order I was given a date for delivery. That date came and went. I was unable to track the shipment because the tracking number I was given I was told it was in error. I had to send several email asking for clarification and status report. When the shoes finally arrived (17 days after I placed the order), the shoes were certainly not of the quality or form shown when I ordered them. I want consumers/customers to know they may be in for a 'bait and switch' purchase. You are shown a picture of very nice, clear pictures of wild animals with great clarity. I did not receive those shoes. I want the public to know they can order from this company, but don't be surprised if your order takes much longer than they promise. And, don't be surprised if the merchandise you receive from them is not of the same caliber or quality as shown on their website. They bait you in with a promise of wonderful product. Once you place the order, their business tactics change, or switched. I did not receive the shoes I thought I would. This is what I want the public to know. As the saying goes, "Buyer beware!"

Business Response: Initial Business Response /* (1000, 5, 2014/07/23) */ July 23, 2014 **************** ***************** ********************** ********************** ******************************** ***************** RE: *************** **************** *************************** Case ********** Account *********** Dear ************ We are in receipt of your e-mail, dated July 17, 2014, regarding *********** complaint. Our records show we received an order for 1 pair of size 8 "Protect the Wild Sneakers" via the Internet on June 28, 2014. *********** order was processed expeditiously and was released to our shipper (Federal Express SmartPost) on July 3, 2014. (Please see the attached for confirmation). It appears that Federal Express delayed the processing of the shipment (presumably due to the holiday weekend) until July 9th at which time the shipment was scanned at their facility. According to the tracking results, which are attached as well, the shipment was delivered on July 15, 2014. We assure you the above order was processed and shipped well within the estimated delivery period of 4-6 weeks, as listed in all advertisements and on our website. (There are links for customers to access the estimated delivery period, and the information is listed according to the method of shipment that is chosen). The "ETA" that ********* received in her confirmation was an "estimate" of the date her order would "ship" and was listed as an "approximate shipping date." We apologize for any misunderstanding that occurred due to the wording of the ETA, but stand by the fact that *********** order was promptly processed, shipped, and delivered accordingly. We also wish to assure you that our offer of discounted pricing was not intended as a "bribe" in any way, and as she requested we have reversed the offer and she will be billed for the remaining balance due. Lastly, as you know we pride ourselves in the level of Customer Service we provide as evidenced by our A+ Rating with your organization. Customer Satisfaction is our top priority and is the reason we have such a generous return policy. Of course we are sorry to learn ********* is not satisfied with her purchase, and would like her to know she can return the shoes for a full refund of everything she has paid to date. She can return the shipment using the postage paid return label that was included with the shipment. If one was missing, she should contact us directly and we will promptly send one to her. Our toll-free number is*************; our hours are Monday through Friday from 7:00am to 6:00pm (CT). Please note that ********* will continue to be billed for her purchase until the return is received at our Returns Center. As stated above, she will be refunded everything that she paid up to that point. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, **************************** Initial Consumer Rebuttal /* (3000, 7, 2014/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept The Bradford Exchange's response. I did place an order with the company on June 28, 2014. I was sent an email by the Bradford Exchange advising me that my order would be shipped on July 3rd and that delivery would be on July 5, 2014. That was the date I expected the delivery. I did not receive the shoes on the date stated they would be delivered by the Bradford Exchange. The point of my complaint was to put the public and customers on notice that if they order an item or items from the Bradford Exchange they might not receive them on the date they expect them. Plus, the item may not be of the quality they expect. This issue was not even addressed by the Bradford Exchange in their response. As far as returning the shoes are concerned, the young girl who received the shoes liked them, so she wants to keep them. Even though the pictures of the animals on the shoes are not sharp and clear as shown on the website. The paw prints on the side of the shoes are much smaller than advertised. I purchased the shoes and I will pay for the shoes. Because the shoes were not delivered as advertised and promised, I was offered to have the remaining balance on my account cancelled. Some people would have jumped at that offer, but that would not have fixed the problem. You cannot fix the problems I encountered with money. Would their offer to me to cancel the balance on my account negate the disappointment I felt in not having the gift I had ordered for the young girl? Would their offer to me to cancel the balance on my account mitigate all the stress that came from so many emails trying to locate the shoes, writing the Bradford Exchange to determine the delivery date, etc? No. No amount of money or cancelled balance can undo what I went through with this order. There as a problem with your advertisements. There was a problem with the items shown on your website. There was a problem with the delivery. Lastly, it is not a good practice to shift the blame to another party. The Bradford Exchange sent me an email stating when the shoes would be delivered...July 5, 2014. Now they are saying it's Federal Express fault. Own up to your responsibility in this matter. Federal Express did not send me an email advising the shoes would be delivered to me on July 5, 2014, the Bradford Exchange sent the email. It was your responsibility to honor your word. The public, the customer goes by what you advertise. The consumer, the customer, the public depends upon the integrity of a company. I don't know about your A+ customer service Rating. I only know what happened to me in this transaction. The customer service I received was not ideal. It was not to my satisfaction. The item I ordered was not as advertised. The date the item was promised for delivery was not met. Final Business Response /* (4000, 9, 2014/07/31) */ July 31, 2014 **************** ***************** ********************** RE: *************** Case ********** Account *********** Dear ************ We are in receipt of your e-mail, dated July 24, 2014, regarding *********** rebuttal comments. ************ according to our records ********* requested Standard shipping at the time she placed her order, and we assure you and ********* that her order was shipped well within the allotted time frame for orders; all orders, whether received through the mail or via the Internet, are processed pending credit approval. Additionally, as we explained in our previous response, the e-mail confirmation of her order included an "estimated" shipping date which allows for "normal" processing of her order. We wish to thank ********* for bringing to our attention the condition of the shoes she received, and wish to advise her that we will be inspecting the product in question. Although the photography enhances the details and workmanship of the shoes, the product our clients receive should look very close to the photograph. Lastly, in order to resolve this situation to *********** satisfaction we have already implemented a refund to *********** credit card. She can confirm the refund within 48 hours. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, *****************************

7/31/2014 Advertising/Sales Issues
7/28/2014 Problems with Product/Service
7/28/2014 Problems with Product/Service
7/28/2014 Problems with Product/Service
7/28/2014 Problems with Product/Service
7/23/2014 Advertising/Sales Issues
7/21/2014 Advertising/Sales Issues
7/14/2014 Billing/Collection Issues
7/7/2014 Problems with Product/Service
7/7/2014 Advertising/Sales Issues
7/7/2014 Problems with Product/Service
7/7/2014 Advertising/Sales Issues
7/1/2014 Problems with Product/Service
7/1/2014 Problems with Product/Service
7/1/2014 Problems with Product/Service
6/30/2014 Guarantee/Warranty Issues
6/30/2014 Problems with Product/Service
6/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent check for $79 to Bradford Exchange to purchase a Betty Boop Hoodie. Check sent around April, 2013. I did not receive the Hoodie and, despite Bradford's assertion that they sent my $79 check back, and that said check was cashed in June of 2013, I did not receive said refund check. Bradford can't produce evidence of the cashed/cancelled check for $79.

Desired Settlement: I would like a refund of my $79.00 that I sent Bradford Exchange for the Hoodie/ $79 which I never received. Carol Gorman

Business Response: Initial Business Response /* (1000, 5, 2014/06/17) */ June 17, 2014 ***************************************************************************************************************************************************************************************************************************************************************************************************** We are in receipt of your e-mail, dated June 9, 2014, regarding ************ complaint. Our records show upon the cancellation of her order for the "Betty Boop Medium Size Hoodie" a refund check was requested on June 19, 2014. In accordance with our scheduled run, **********'s refund check was issued on June 27, 2013 in the amount of $79.95. Our records further show the refund check cleared our bank on July 3, 2013. Please refer to the attachment for confirmation of this information. Also, contrary to statements made by ********** in her complaint, a letter was sent to ********** with an offer to provide a copy of the document showing her endorsement. The letter was sent to ********** on March 14, 2014, but she never contacted us requesting a copy. Therefore, included in the attachment is also a copy of said check for yours and **********'s review. As you can clearly see, the check was endorsed by **************** and deposited to her account at ******** State Bank on July 3, 2013. We trust this resolves the issue and are considering the matter closed. Sincerely, ****************************

6/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered Marine sweat jacket in Dec 2013 as a Christmas gift the site mis led me to believe the item would be shipped by Christmas. Was told jacket was on back order after repeated calls.Was sent an invoice in April 2014 that it was ready to ship asked to pay again. Sent a check that was cashed still don't have jacket. I contacted the company and was offered a $30. discount because of delay. Still have no discount or jacket. Found out at that time the jacket has not even been in production. Product_Or_Service: Marine sweat jacket

Desired Settlement: DesiredSettlementID: Other (requires explanation) Would like discount and jacket

Business Response: Initial Business Response /* (1000, 5, 2014/06/26) */ June 26, 2014 ***********************************************************************************************************************************1 RE: ************************* *************. ************************ Case*********** Account *********** Dear ************ We are in receipt of your e-mail, dated June 25, 2014, regarding ************ complaint. First, we wish to inform you and ********** that we have researched our records of the 2013 Christmas Guarantee and found that the jacket ********** ordered, "USMC Camouflage Field Hoodie Jacket," was "not" a guaranteed item for Christmas Delivery. It should be noted that not "all" products on our website were covered under the guarantee, and those that were, were flagged with a "Speedy Truck" logo along with the statement that said it was guaranteed for Christmas. That said, of course we were very sorry to disappoint **********, but we had been informed that there would be a delay in shipping her order, due to production difficulties. Our records show she was informed of this in January, shortly after placing her order, and advising her of her right to cancel the order if this was inconvenient. Our records show we did not receive her response on time and the order was canceled. However, on March 19, 2014 ********** confirmed her desire for us to reinstate her order, and subsequently sent us full payment in May. Please be assured that once we receive our allotment, orders will be fulfilled as promptly as possible. We have just received word that we expect to be able to fulfill orders in late August or early September. Again, we sincerely apologize for the delay, and to demonstrate our sincerity we are sending ********** a $30 refund for the inconvenience; she should expect to receive a refund check within 10 business days. If she has any further concerns, we ask that she contact us directly so we can address them. Our toll-free number is ************. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, **************************** Initial Consumer Rebuttal /* (2000, 7, 2014/06/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) At no point did you inform me that this item would not be sent for what will possibly be 10 months. When I ordered it in Dec. the invoice I was sent said 6 to 8 week del. was never sent another email about shipping being delayed, I called. You are selling items that you do not have. Nowhere on your site does it say that you may not have an item for this long. when I was billed it said the item was ready to ship when I paid, in April. If I had not promised this item to someone I would NEVER tolerate the incompetence your company shows.

6/27/2014 Problems with Product/Service
6/26/2014 Problems with Product/Service
6/25/2014 Problems with Product/Service
6/23/2014 Advertising/Sales Issues
6/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order online with the Bradford Exchanged Checks company on May 18, 2014. I ordered 3 items to include checks, a check book cover, and the corresponding address labels. All 3 matched in design (Thomas Kinkade's Romance of Europe). My order # is: XXXXXXXXXXXX I received an email on May 21, 2014 stating that my check book cover (design i.d. XXXXXXXXXX) had been shipped. This is the product STILL missing. Then I received on May 22, 2014 stating my address labels have shipped. On May 27, 2014 I received the last email stating my checks had shipped. I received both of these items (labels and checks) promptly within the week. I still hadn't received the check book cover which had supposedly shipped first. Thinking it was odd I decided to wait and knew that it could take more time. I waited and waited and still no sign. I wrote the company about my missing item on June 3, 2014 and asked them if there was any way to track it and told them that I received all my other items and they shipped after the item that was missing. I know that the company states it could take 12-15 business days to arrive but everything else made it within a week of shipping so chances are something happened to that missing item. I gave them my item number and was specific about everything. They did not write me back until THREE days later (June 6, 2014), which I felt was not very professional. To add to the disappointment, I don't believe they even read my email to begin with. They just replied that it could take up to 15 business days to get there and told me when it shipped (which I already knew and stated in my email). I wrote back to them expressing my disappointment and again asked if there was any way to check into the matter on June 9, 2014. I also called their customer service number that same day to speak with someone in person about it. A woman named ****** answered just to tell me that she can only take down my name and number and that they were too busy to speak with me at that moment and someone would get to me the next day. I thought that was a bit strange. I have never called a business just to have someone answer and tell me that they were too busy to talk and holding wouldn't be an option and that they couldn't call me back that same day. Strike number 2. Now, as of this morning (June 10, 2014) I received another email from them pertaining to the second email I had sent them about the missing item. They stated that the "15th business day was on June 9, 2014" and that they were sorry for the inconvenience and would reprint my checks. Well, I had already received my checks so I don't know why they said that. I was missing the check book cover! I had also received a missed call from a woman who had left a message from the company. I called them back and spoke to *******. I told him the the scenario and after putting me on hold for a while to go investigate he came back only to tell me that for Hawaiian residents they have to wait a total of 25 business days until they can claim a product is lost!!! I was appalled. I live in Hawaii, NOT ANTARCTICA! I can literally ship something internationally by "standard mail" (which I have done) and it would get there faster than this company's policy! I have lived all over the world and have NEVER had anything take that long to get to me, even with standard shipping! I have ordered hundreds of products online and have NEVER had any of them take 25 business days to get to me. Let's just talk about the "business day" too. They do not include Saturday, which, last time I checked, the mail gets delivered EVERY SATURDAY too! This is unrealistic and ridiculous. Just this year I have ordered, received, and sent products to and from Hawaii by standard mail and it took about a week. This to me is unacceptable and I feel as though I have been getting the run around from the very beginning! All I want is my product or a refund.

Desired Settlement: I would really just like my product I paid for OR a refund, either one PROMPTLY! I don't think I should wait 25 business days, that is ridiculous, especially when it doesn't say anything about 25 business days online. If that were the case then I would have gone with another company who is much more organized and efficient.

Business Response: Initial Business Response /* (1000, 5, 2014/06/18) */ June 18, 2014 ************************************************************************************************************************************** ***************************************************************************** Case ********** Account *********** ***************** We are in receipt of your e-mail, dated June 10, 2014, regarding ********** complaint. Our records show that we received an order via the US Postal Service for 1 box of duplicate checks in the "Romance of Europe" check design, plus matching labels and check book cover. ******** requested EZ Shield Check Protection and In-Plant Rush for her checks, but did not request expedited processing or shipping of the labels or check book cover. We processed her order as requested and it was shipped to her accordingly. Please note the average delivery time frame of check orders to locations in the Continental U.S. is usually within 10 business days, saving 1-3 days on orders with In-Plant Rush. However, as indicated on the order form ******** used to place her order, it specifically states that "delivery to Alaska and Hawaii may take longer." Please refer to the attachment for an example of the order form she used confirming the above information. Please be assured that as of today we submitted a request for a replacement to be sent to ******** for the matching check book cover, and she should expect delivery shortly. Our guarantee of safe delivery of our products ensures that ******** will receive the product she ordered or her money back. Additionally, unless otherwise requested all orders are shipped via USPS 3rd Class Mail which is handled differently by the Post Office. For this reason, we must allow at least 30 days for delivery of our shipments before replacements can be requested. We wish to thank ******** for her patience and apologize for any inconvenience this may have caused. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, **************************** Initial Consumer Rebuttal /* (2000, 7, 2014/06/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) First off I am not very satisfied with your response as a whole. The only part I accept is that you are re-mailing me the checkbook cover. I had to go searching under the FAQ page of your website to find the info where it stated that it could take longer for AK and HI addresses. Even with that said, it did not state anywhere that the customer had to wait 25 business days to receive the product and only when those 25 business days were up the company would finally look into the matter. It also doesn't state the orders are going by 3rd class. To me that is just bad business. Also, when I ordered in-plant rush, I thought is was for the WHOLE order. It did not say at check out that it was just for the checks portion. So I paid extra just to have part of my order rushed?!? After a while I let that part go and just focussed on getting my missing product. I was not pleased from the very beginning with your customer service. It's like I was brushed off. I will not be using your company EVER again. There are many other companies out there that are much more organized and state things clearly on their website.

6/16/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: order # XXXXXXXXXXXX-X " I Love you Diamond Ring" paid by Visa on 3 month installment plan 5/22/14 , this is nothing short of an overpriced assembly line Sweatshop Chinese Trinket ! I want a refund ! paid $ 139.99 total

Desired Settlement: REFUND and no more coorespondence

Business Response: Initial Business Response /* (1000, 5, 2014/06/05) */ June 5, 2014 ************************************************************************************************************************************** RE: ************************************************************************* Case ********** Account ************ ***************** We are in receipt of your e-mail, dated May 29, 2014, regarding ************** complaint. We were sorry to learn that ************ was not happy with his purchase and wishes to return the "I Love You Stackable Diamond Ring." As you know, our jewelry may be returned within the 120-day warranty period for a full refund of the purchase price, including postage. Our records show ************ has already been in touch with us via ********, and a postage paid return label with instructions was e-mailed to him on June 2, 2014. We assure you and ************ that he will be credited $34.74 for the first installment paid to date, upon receipt of the return. In addition, no further charges will be made to his credit card for future installments as we have suspended the billing to allow for processing his returned shipment. If he has any further questions or concerns he should contact us directly at ************ where our Customer Service representatives are readily available for assistance. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ****************************

6/16/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: ordered checks from Bradford exchange and they put the wrong numbers on the checks and now I have all of these checks, called company and they said the only thing they could do was issue me more checks at the same price I feel they should replace the checks at no charge I cannot use the checks

Desired Settlement: replace checks at no charge

Business Response: Initial Business Response /* (1000, 5, 2014/06/04) */ June 4, 2014 ************************************************************************************************************************************** ***************************************************************************************** *************** ******************* ***************** We are in receipt of your e-mail, dated May 27, 2014, regarding ************ complaint. Our records show that we received an order via the Internet for 2 boxes of Bradford Checks in the "Home" Personal Check Design. The website requests that all of the ordering and account information be verified before completion of the order. Our records show that we processed ************ order with the information she provided, and it was shipped to her on April 16, 2014. Because we request that our clients verify all account information prior to completing their orders, we do not normally arrange for a rerun of the checks due to an error in the information they have provided. Our records show ********** was advised of this policy on May 27, 2014, and that we generously offered to re-do her order at the same pricing, but ********** declined the offer. Additionally, our records show ********** contacted us the next day stating that her name was printed twice on her checks although our records did not reflect this. However, not following our usual procedure which requires customers to return the incorrect order before a rerun can be done; our Customer Service agent requested a rerun of **********s order immediately on May 28, 2014. In addition to ensuring that her name will be printed once, the extra digit ********** entered on the original order was also removed, and her account number was corrected. Our records show the reprinted order was shipped to ********** on June 3, 2014; she should expect to receive them shortly. Thank you for bringing this matter to our attention. Sincerely, *****************************

6/16/2014 Advertising/Sales Issues
6/13/2014 Problems with Product/Service
6/9/2014 Problems with Product/Service
6/6/2014 Problems with Product/Service
6/3/2014 Advertising/Sales Issues
6/3/2014 Problems with Product/Service
6/2/2014 Problems with Product/Service
6/2/2014 Delivery Issues
6/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a bracelet for my wife for Mother's Day which was guaranteed to be delivered by *** 11th according to their website. I called to check on the status of my delivery and they changed my delivery date to June 14th! This is well after Mother's Day! My wife's Mother's Day is now ruined and I want my money refunded!

Desired Settlement: I want my money refunded in full immediately.

Business Response: Initial Business Response /* (1000, 5, 2014/05/21) */ May 21, 2014 *********************************************************************************************************************************************************************************************************************************************************************** We are in receipt of your e-mail, dated May 12, 2014, regarding ********** complaint. We wish to apologize to ******** for the misinformation he received regarding the expected ship date of his order for Mother's Day. We are not sure where the June 14th delivery date came from, but our records show ******** ordered on time and his order was shipped accordingly. Our records indicate his order for the "My Family, My Joy Personalized Bracelet" was shipped on May 9th, via *************** Overnight Delivery. We have enclosed a copy of the Delivery Notification that we obtained from ***** showing delivery was made on Saturday, May 10th @ 9:51am. Thank you for bringing this matter to our attention. Sincerely, ****************************

6/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order on 04/30. They guaranteed delivery by mothers day if you ordered your item by May 2nd. My confirmation said delivery was May 10th, checked THEIR online order status, wasn't shipping until May 15th, then it changed to May 11th (both after mother's day). I emailed them twice with no response, I called customer service, waited on hold for over 30 minutes, spoke with ******** who assured me delivery by May 10th. My order never arrived by the guaranteed delivery date. I don't even want the item any longer. Now after the face I have seen several other customers having the same issue.

Desired Settlement: I don't even want the item any more since it was to be a Mother's day gift and it won't arrive until after the fact. I just want any payments for the item refunded to my ******* account and I do not want any further payments deducted from my ******* account.

Business Response: Initial Business Response /* (1000, 5, 2014/05/21) */ May 21, 2014 ****************************************************************************************************************************************************************************************************************************************************************************************************** We are in receipt of your e-mail, dated May 12, 2014, regarding ************ complaint. We wish to apologize to ********** for not being able to get her Mother's Day guaranteed order to her on time. We also wish to assure you that every effort was made to meet our guarantee; including upgrading the shipment of these orders to Overnight Delivery. Unfortunately, at the time she placed her order on-line, ********** indicated her shipping address was to be her P.O. Box address listed above. Upon receiving her personalized order from the vendor on Friday, May 9th, and preparing it for shipment, we realized we could not ship via overnight delivery and had to ship her order via ***** SmartPost. This method utilizes ***************, but only to delivery to the US Postal Service for delivery to the customer, and this method can take 3-5 business days for delivery. Although the order was not delivered on time; the tracking results show **********s order was delivered to her on Wednesday, May 14th @ 2:10pm. Because we could not deliver her order on time, we would like to offer ********** FREE shipping plus a credit of $27.24, for the inconvenience she experienced. In addition, as she requested, we have removed the ****** method from the order so no further payments will be charged to her account, while she is deciding whether to take us up on the offer. If ********** does not wish to keep the bracelet she should contact us for return instructions and the billing will be canceled. Once the return is received, she will be issued a refund check for the initial payment that was charged to her ****** account. Please instruct ********** to contact me directly with her decision, and with any other concerns she may have at ************* Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ****************************

5/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After ordering a doll from the company I returned it, in the original packaging, and requested that the doll be exchanged. The product was sent through ***** and was said to have arrived on *** 5th, 2014. I have not heard anything from the company saying they received it nor have I received a refund or exchange. I have since contacted the company twice requesting a status report on my return as well as when the other order will be sent out. I have yet to hear anything back whatsoever nor has any money been credited to my account. Originally Ordered on April 5th, 2014 Returned to the company via *****: 5/5/14 Order #: XXXXXXXXXXXXXXX Item #: XXXXXXXXX Customer #: XXXXXXXXX

Desired Settlement: I requested that the doll I returned, "What Ella Loves", be replaced with one called "Night Night Kisses". At this point I would be happy with receiving the other doll or getting a full refund back for my purchase.

Business Response: Initial Business Response /* (1000, 5, 2014/05/30) */ May 30, 2014 ********************************************************************************************************************************************************************************************************************************************************************************************* We are in receipt of your e-mail, dated May 23, 2014, regarding ************ complaint. Our records show ************ return of "What Ella Loves" was processed for an exchange for "Night Night Kisses" on May 28, 2014. Due to the difference in price a credit for the full amount of "Ella" was issued to ************ credit card in the amount of $229.93. Upon shipment of "Night Night Kisses" her credit card will be re-billed separately in the amount of $221.98. For future reference, due to the volume of returns received at out Returns Center on a daily basis, normal processing of returns usually takes between 15-20 business days. We apologize for any inconvenience or undue concern this may have caused *********** and wish to assure her that her request for an exchange has been processed in a timely manner. "Night Night Kisses" should be shipped by the middle to end of next week at the latest, and she should expect delivery within 7-10 business days once her order is shipped. If ********** has any questions regarding this matter, she can contact us toll-free ************** where our Customer Service agents are readily available for assistance. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, **************************** Initial Consumer Rebuttal /* (2000, 7, 2014/05/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I sincerly appreciate the timely response to my concerns

5/28/2014 Problems with Product/Service
5/26/2014 Advertising/Sales Issues
5/26/2014 Problems with Product/Service
5/26/2014 Problems with Product/Service
5/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company has unacceptable response time to request to be contacted. When I asked about it, they simply said they've been busy. So their "busy" has now lead to me having to find alternate gift ordering for Mother's Day to get to recipient on time. They could cancel the order before it shipped but NOT correct the shipping address. If I cancelled and reordered, it wouldn't get there on time for the holiday. Had they contacted me when I requested, this could have been avoided. They actually never even READ my contact request that they responded to FIVE days later. Their ordering system did not allow for notes or allow you to mark the item as a gift...so I immediately submitted a contact request to get them the info the order would not allow me to do. This is my email to BE after a long phone call with a rep and her manager, although I'm not sure they will even read it based on my experience. This has been one of the worst ordering experiences I have had and I do a LOT of online ordering. Long story short, I submitted an online inquiry from this same form on 5/2/14 and didn't receive a phone call at all. I received an email just this morning on 5/7/14 with a phone number to call thanking me essentially for my order. No response to my inquiry which was asking that the receipt not be shipped with the ring. Then I find out the wrong shipping address is on the order. I can't determine how that happened as of yet because I selected the address in ******...apparently you use ****** except for the transfer of the shipping address selected. I haven't seen that before. I just ordered a custom windshield shade today and it is shipping to the ****** shipping address I selected of which is not the same as the billing address. So, 1, you didn't respond to my request of contact for 5 days, 2, didn't use shipping address I selected in ****** and, 3.....can't change the shipping address today even though I am calling before it has shipped. You can't call your jeweler to fix this. That's absurd in these times with technology. So, instead, you allowed me to cancel my order. Apparently, that can be communicated to the jeweler before it ships but an address change cannot. Hmmm. Stumped, *****

Desired Settlement: No settlement needed as only way to get a gift to Mom on time would be to cancel their order and figure something else out.

Business Response: Initial Business Response /* (1000, 5, 2014/05/14) */ May 14, 2014 ******************************************************************************************************************************************************************************************************************************************************************** ***************** We are in receipt of your e-mail, dated May 7, 2014, regarding ************ complaint. We wish to sincerely apologize for not answering ************ e-mail as quickly as she would have liked. During the week leading up to Mother's Day we received an extremely high volume of e-mails, and all e-mails received during that period were being responded to as quickly as possible according to the order in which they were received. In addition, according to the transcripts of the calls between ********** and the various Customer Service personnel, ********** was advised that when placing an order on our website she is required to provide a shipping address if it is different from her billing address. ********** indicated that she has a separate shipping address with her ****** Account, but she was advised that the address on ****** does not transfer to our system. Our records show that ************ order was processed according to the information she entered on our website, and it was explained to her that we could not change the address since her order was already at our vendor's for personalization. Personalized orders are handled differently, and we are unable to change shipping addresses for these orders under any circumstances. We apologized to ********** for the inconvenience, and our records show she decided not to go ahead with the order. Therefore, the order was canceled per her request, and her ****** Account has not been charged. Since ********** did not request any resolution, we are considering this matter closed. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ****************************

5/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered checks 09-24-2013 They called 10-11-2013 requesting that no payment was with order and wanted $13.80 (Credit card) they cashed our check of 33.96 thanks*********

Desired Settlement: $13.80

Business Response: Initial Business Response /* (1000, 7, 2014/04/28) */ April 28, 2014 ********************************************************************************************************************************************************************************************************************************************************************************* We are in receipt of your e-mail, dated April 28, 2014, regarding ********** complaint. Our records show********* placed two (2) orders for Bradford Exchange Checks in the "God Bless America" check design for two (2) different checking accounts. One account was with the ********* *************** Bank and the other account was with **************** Bank. Both orders were for 4 boxes of Duplicate Checks, and both orders were billed separately. Our records show we received both orders with a check for $33.96. The total cost for both orders was $61.56 ($30.78 each). ********** payment was applied equally between the two (2) orders ($16.98 each), leaving a balance due of $27.60 ($13.80 each). Upon shipment of each order an invoice was generated requesting the remaining balance due of $13.80 (for each order). Our records show********* returned the invoices with credit card information and the remaining balance due for each order was applied to his credit card as requested. Our records show both orders were paid in full as of October 11, 2013, and no refunds are due. If********* has any further concerns or questions regarding this matter he should contact us directly at ************* Sincerely, **************************** Initial Consumer Rebuttal /* (3000, 9, 2014/05/06) */ See attach document. Final Business Response /* (4000, 11, 2014/05/13) */ May 13, 2014 ******************************************************************************************************************************************** We are in receipt of your e-mail, dated May 6, 2014, regarding ********** rebuttal comments. We respectfully request that********* review one of his attachments; specifically one of the order forms sent to us with his order for Bradford Checks. We have attached a copy of one of his order forms for your reference. As you can see in lower right hand portion of the order form, which we have marked with several asterisks (*), although the Shipping & Handling fees have been waived, customers are required to pay a Service & Handling fee of $2.95 times (x) the number of boxes/items ordered. This fee covers the packaging materials and inserts that come with each check order. ******** did not include this fee, and is the reason he was continually billed until his account was paid in full. As stated in our previous response, ********** account has been paid in full upon receiving his last payment in October of last year, and no refunds are due. If********* has any further concerns or questions regarding this matter, we must insist that he contact us directly at************** and we will be happy to address them. Sincerely, *****************************

5/22/2014 Problems with Product/Service
5/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order for checks (two boxes of duplicate checks) on April 17, at $9.00 per box but secure shipping/handling which totaled 52.28. Today my account was debited two charges one for $52.28 and one for $29.24 which I did not authorize. I consider this theft and no longer trust this company and request a full refund and cancellation of the order. I must be able to trust the companies and vendors I deal with and I no longer can trust this company. I do not want the checks or checkbook cover just cancel everything I will go elsewhere.

Desired Settlement: A full refund of the cost of the order $52.28 as well as the additional unauthorized charges in the amount of $29.24. I can no longer trust this company not to erroneously charge my account. A new customer has been lost. I will not tolerate erroneous billing in any degree. I consider unauthorized charges THEFT!!!!

Business Response: Initial Business Response /* (1000, 5, 2014/04/30) */ April 30, 2014 ******************************************************************************************************************************************************************************************************************************************************************************************* We are in receipt of your e-mail, dated April 22, 2014, regarding ************* complaint. Our records show we received an order for 2 boxes of duplicate style checks in the "Cure Cancer" check design from *********** at the above address. He also requested Secure Ship, EZ Shield Check Protection, and a matching check book cover. Please refer to the information below for pricing of each: PRODUCT COST 2 Boxes of Duplicate Checks $9.49 EZ Shield Check Protection $5.00 Secure Ship $8.95 Check Book Cover $19.99 Service & Handling Fee on Checks & Cover $8.85 *********** placed his order via the Internet using his credit card. The total amount to be billed upon shipment was $52.28. ************* order was shipped and he was billed $22.94 for the Check Book Cover (includes $2.95 s&h) on April 21, 2014; and charged $29.34 for the Duplicate Checks (including EZ Shield, Secure Ship, & $5.90 for s&h on the checks) on April 23, 2014. The two charges equal the total amount due for his order as stated above. We assure you and *********** that no additional charges were made to his credit card. Further, *********** contacted Customer Service on April 29, 2014 requesting a rerun of his checks due to the incorrect name of his Financial Institution on the order he received. *********** was advised that since he placed the order via the Internet it was processed according to the information he provided. Even though we do not normally rerun orders due to client error, in the interest of good client relations, our supervisor agreed to have his order re-printed for this one-time only. He should expect to receive the re-printed checks within 3-5 business days. If *********** has any further concerns or questions regarding this matter he should contact Customer Service *************** and they will be happy to assist him. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ****************************** Initial Consumer Rebuttal /* (3000, 7, 2014/04/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The error was made on the part of Bradford Exchange with the Financial intuition information NOT mine. I find it very disturbing that *********** would respond in this way when there own customer service team acknowledged the error on their part. Is this the way you treat all of our customer. The check order which I still have not received was not processed correctly by Bradford. I provided the routing number which was the routing number on my checks. If they would have even bothered to perform proper Q&A checks before orders we completed they would have discovered just as the customer service rep. I spoke with on April 29, that******************************************* who subsequently merged with***************** How can you state this is my error when anyone with common sense to do the proper search just as your customer service rep. did on April 29 when I spoke with him that the routing number now belongs to***************** NA. *********** the first rule in business is that the customer is ALWAYS right as I am sure you are well aware and when you indicate the customer has made an error you need to be sure you are correct before making incorrect statements. Go back and review the audio tapes of the conversation I had with the customer service rep. and you will hear he took full responsibility on behalf of Bradford Exchange for your clear gross negligence and error! I will contact your CEO regarding this! This will be my last order with Bradford as you lack the Q&A process skills necessary to meet my expectations. I think you owe me an apology for your statements as they are in correct ***********! Further your own staff even supervisor Michelle in the customer service center even acknowledged how antiqued your system is for processing payments. Prehaps Bradford should update there payment processing systems to the 21st century so that customers do not have holds on there accounts for extending periods of time. The fact is that I did have three separate charges for payment held on my account. I do not have this issue with other business entities I deal with on a daily basis. Work on these issues before making incorrect statements about customers. Word of mouth is powerful and the way you treat customers today made dictate the customers you have tomorrow. You have a pleasant day! To further add I just checked The Bradford Exchange website and I find it ironic that there is a question under customer service that indicates the following? Q: My bank just merged with another. How do I order new checks if I'm not sure the bank numbers have changed? A: Our state-of-the-art security system identifies all bank mergers and will automatically modify your check information accordingly. Just provide us with your most recent account information, and we will do the rest. My question for *********** is if The Bradford exchange system is so "State-of-the-Art". How is it that your organization was unable to identify that my routing number I provided, "Please note I never was asked for my Financial intuitions name!! Did not cross check based upon this statement above and your Q&A team failed to update the checks that were printed with ********************** instead of***************** How is this my mistake. Again *********** please take the time to ensure your statements are correct before preparing a response in the future to a customer of whom The Bradford Exchange claims to value..... Final Business Response /* (4000, 9, 2014/05/08) */ May 8, 2014 *************************************************************************************************************************************** *************************************************************************************************************************************************** We are in receipt of your e-mail, dated May 1, 2014, regarding ************* rebuttal comments. I am ************** supervisor, ******************, and wish to assure you and *********** that the information contained in her response was correct based on the information he provided. In addition, *********** is also correct that our state-of-the-art security system works in identifying bank mergers, but only when we are provided with up to date information by the banking industry. We have been advised by our check printer that they have yet to be officially notified with the information on the merger. Since *********** contacted our Customer Service representative on April 29, 2014, and informed us of the correct banking information, we were able to notify our check printer and provide them with the "new" bank information. The check printer has updated their state-of-the-art equipment, and ************* check order has already been re-printed. Unfortunately, there was a slight delay in re-printing ***********s' check order while verifying the merger, and his order did not ship as quickly as we thought it would. Rest assured his order was shipped on Tuesday, May 6, 2014, and is scheduled for delivery by UPS on Friday, May 9th. We wish to apologize for any misunderstanding and/or miscommunication that occurred regarding this matter, and trust that this resolves the issue for *********** and alleviates any reservations he may have had. If *********** has any further concerns or questions regarding this matter he should contact me directly at the number below. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ****************** Client Services Supervisor ************

5/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent a check for Bradford checks special; the check went thru the bank but instead of getting any checks I got a notice via snail mail denying payment was received & stating that I needed to send payment & a voided check & deposit slip. deposit slip WAS sent with the check payment I already sent & since my check went through the bank (about 2 sinweeks ago) & the deposit slip was enclosed, Bradford had to have gotten the deposit slip as well. when I recently called customer service I was told that since I last did business with them in 2006, I am considered an OLD customer-not a new one to get any specials they offer-& their offers are only for a new customers as a once in a life-time special. their ads do not state once in a life time ONLY, nor do I agree that since I last did business with Bradford in 2006-still makes me an old customer. what the call did was make me an ex-customer & I said I wanted a refund of the check I sent & they accepted in the beginning. I have heard nothing since & no refund yet. Product_Or_Service: Bradford checks

Desired Settlement: DesiredSettlementID: Refund I want my $25.98 refund now, clarification in their ads that their specials are only for once-in-a-life time NEW CUSTOMERS, and a cutoff point for what's an old customer & a new customer. since I had not done business with Bradford in 6 years I hardly consider that I am an OLD customer.

Business Response: *********************************************************************************************************************************************************************************************************************************************************************************************************************************************************** ***************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** **************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** Final Business Response /* (4000, 9, 2014/05/13) */ May 13, 2014 ********************************************************************************************************************************************* We are in receipt of your e-mail, dated May 7, 2014, regarding ********** rebuttal. As we stated in our previous response, ******** did not qualify for the "New" customer offer because she had previously ordered checks from us. And, as a convenience to our returning customers ********** order was processed and she was billed for the balance due, since her "full" payment had not been received. Additionally, as stated in our previous response, a refund check could not be issued until we received confirmation from our bank that her payment cleared. This can take up to 20 business days from the date that we received and deposited her payment. As promised ********** refund check was issued on Thursday, May 8, 2014. And she should expect to receive it within 5-7 business days after mailing; this would put delivery between May 15 & 19. If ******** has any further concerns we must insist that she contact us directly at ************, and we request that this matter be closed as resolved with the BBB. Thank you for bringing this matter to our attention. ***************************************** Final Consumer Response /* (4200, 11, 2014/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) again, my check already cleared my bank on april 15. it should not have been cashed by Bradford if my order still needed a cancelled check irony here, since I sent a check, which was cashed by Bradford. it is may 13, almost 1 month since my check already cleared my bank & was cashed by Bradford. until I have the refund in hand, which doesn't look like it will happen anytime soon, I can't trust 'em on their word. I haven't been a customer in 8 years. Wheedling out of responsibility for truth in advertising is disgusting to me-their specials should state once-in-a-lifetime-as a customer friendly business. Enough is enough.

5/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 03/25/14 at 2:45p.m. I spoke with *******. I informed ******* that they only sent me one small display case of the two I ordered.******* informed me that they only sent me one of the two items ordered. ******* informed me they will issue me a check for $74.00 which is my balance due from the second display case not received. On 04/10/14 at 3:52p.m. I spoke with ****** and I informed her I did not receive my refund. ****** informed me that the refund was supposed to have been issued on 04/08/14 and I should receive the check sometime the week of April 14th. I still have not received my refund.

Desired Settlement: I would like the $74.00 that is due me because I paid for two small display cases and only received one. I was told I would be getting a check for $74.00.

Business Response: ********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************* Initial Consumer Rebuttal /* (3000, 7, 2014/05/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called the************* number today 05/01/14 as requested at 10:17 a.m. and I spoke to a **** who informed me that it would take another 30 days before I can get my refund. I don't think I should have to wait another 30 days since I have been waiting since I first complained back in March 2014. I would like my refund overnight shipped or within no later than three business days at the company's expense. I am the customer and they have put me out long enough. Final Business Response /* (4000, 9, 2014/05/09) */ May 8, 2014 ************************************************************************************************************************************************* We are in receipt of your e-mail, dated May 2, 2013, regarding ********** rebuttal comments. We are sorry to hear ********* has not received our Refund Check #******* in the amount of $74.00, and apologize for the misinformation she received from the customer service representative she recently spoke with. We assure you and ********* that we have initiated a stop payment request for the above check, and will re-issue a new check as soon as possible. Please note that stop payments can take 5-7 business days to complete and the soonest*********** check can be re-issued is on Thursday, May 15th. Once the check is re-issued we will send it via ******* Express 2nd Day Service so she receives it by no later than Monday, May 19, 2014. Again, we apologize for the misinformation and appreciate*********** patience. If she needs further assistance, she can contact me directly at the number below. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. ***************************************************** Final Consumer Response /* (2000, 11, 2014/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

5/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I initially bought a train set and paid 60.66 for the items, I only received one item, not the track or the cars. Then I paid and received a Christmas tree, that was VERY cheap. and had paid over 78.00 for it. So it was returned. As of the is date I have not received my refund check, as reportedly sent on 3/13. I was to wait for 4/14. That is stupid. In the interim I have sent back the train engine as well, as I am tired of the game. Bradford exchange is a reseller of horribly cheap items. These items will never be more than dollar store items. Further, They want and send out collection notices every 10 days, and yet cannot refund for 75 days. THEY cannot have it both ways. I would like to recommend that serious action be taken against company on a basis of misrepresentative practices, and illegal collection activities.

Desired Settlement: FULL refund and reminder to remove me from any further silly ads, tho it matters not, as I will be sending back RTS.

Business Response: ********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** *************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** **************************************** Initial Consumer Rebuttal /* (3000, 7, 2014/04/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) At this date , no refunds have been received. And the deceptive is a lite term for the actions of this company. I called and the "Check in the mail" still ongoing. Today is April 18,2014. I started to "play" with Bradford concerning all this in March. I would warn and prospective buyers to beware of these rather childish actions by Bradford. I am less than 10 miles from *****, their "home" office. Giving 10 days to get a refund is a total joke. Mail from Niles is in 48 HOURS Final Business Response /* (4000, 9, 2014/04/28) */ April 28, 2014 ************************************************************************************************************************************************************************** ***************** We are in receipt of your e-mail, dated April 18, 2014, regarding ************ rebuttal to our April 17th response. As we confirmed in that response, we were considering our original refund check for the return of the "Holy Family" as lost in the mail and had requested a replacement. The replacement check was requested on a priority basis and it was our expectation that it would be generated and mailed separately from the refund that was due to ********** for the "Chicago Bears Locomotive." However, since the replacement request and the return of the locomotive were subsequently processed during the same refund cycle, our system combined the refund and only one check was printed. Our check #****** in the amount of $135.95 ($73.65 + $62.30) was mailed to ********** on Thursday, April 17th and as stated in our previous response, he should have expected to receive this refund on Monday or Tuesday of last week; April 21 or 22 (not before). Please be advised that this refund check was mailed via **** Express Mail to his *********** Box address indicated above. If ********** has any further concerns or questions regarding this matter, he should contact me directly and I will be happy to address them. My contact information can be found below. *****************************************************

5/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Received my ********* Ravens Crystal Snowman (order #XXXXXXXXXXXX) on Jan. 7th broken. Shipped back on Jan. 17 and received by company on Jan. 27 (***** #XXXXXXXXXXXXXXXXXXXX). Followed directions for shipment back, requesting replacement. Card said 2-4 weeks for processing. Purchased through The Bradford Exchange. Tried contacting them through their on-line Customer Service e-mail twice, without a response. Would prefer to have my product replaced. If unable, then I want my money reimbursed. It has now been over 10 weeks since receipt verification date.

Desired Settlement: Replacement of product or refund of payment if company is unable to replace.

Business Response: Initial Business Response /* (1000, 7, 2014/04/30) */ April 28, 2014 ********************************************************************************************************************************************************************************************************************************************************************************* We are in receipt of your e-mail, dated April 17, 2014, regarding *************** complaint. Our records show we were first contacted by ************* regarding his receiving a broken shipment of the ********** Ravens Crystal Snowman" by e-mail on April 18, 2014. Despite having no record of any prior notification, or receiving the returned shipment he claims to have sent, our Customer Service representative processed a replacement request immediately and confirmed this action by return e-mail to *************. We wish to assure you that the replacement was shipped on yesterday, April 29, 2014, and is scheduled for delivery on Monday, May 5, 2014. If ************* would like to track the ******* ******* SmartPost shipment himself the tracking number is ********************, and he may do so * ********** If ************* has any further concerns, he should contact Customer Service directly * ************; our hours are 7:00 a.m. to 6:00 p.m., Monday through Friday, but for the best service we encourage him to call Tuesday through Friday between 8:00 a.m. to 12:00 p.m. and 2:00 p.m. to 5:00 p.m. (CT). ****************************************

5/8/2014 Problems with Product/Service
5/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In the course of several years we have bought several trains from Bradford Exchange, which are Bachmann Trains. In good faith I have asked Bradford to replace only the trains that were paid for and the accessories I have. Been dealing with a person named ****** who alleged she was a supervisor, today she said quote I am turning over to my supervisor, a lie, she said pre-complaint she was a supervisor, all they, Bradford Exchange is doing is stalling, waiting for the "statute of limitations" to run out. Feel as though they should at least replace the train which is less than nuisance value of a "law suit". I am not asking them to admit liability, all the expenses to repair my house was on me. not them. I will not wait much longer either they are, or they are not. I have never dealt with such a trivial company in all my days and their value of a customer is, in my eyes, next to nothing.

Desired Settlement: I am seeing $5,000.00 replacement value in other words nuisance value. If that cannot be done I am seeking $1,000,000.00 law suit value.

Business Response: *************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** Final Business Response /* (4000, 13, 2014/05/06) */ April 14, 2014 ********************************************************* RE: ********************** Case # ******** Account *********** Dear ************ This is to advise you that after further review ******************* complaint we have decided to replace the first three issues in four (4) train collections. According to the conversation between ************** and our Sr. Operations Manager, ************ he agreed to accept our offer as indicated above, for selected sets mutually agreed upon, and stated he will discontinue his complaint with the BBB. ************** has been advised that the first three (3) issues in each collection will be shipping individually within the next week, with the exception of one locomotive which is on back order. The "Farmall Locomotive" will be shipping in late May - early June. We trust this resolves the issue according to the verbal agreement, and are considering the matter closed. Thank you for bringing this matter to our attention. Sincerely, **************************** Final Consumer Response /* (2000, 15, 2014/05/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) This has been answered under separate cover in an email. ********

5/5/2014 Billing/Collection Issues
5/2/2014 Billing/Collection Issues
4/18/2014 Delivery Issues
4/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was mailed a card and add for a "Fireman Express" model train collection. So I ordered the "COLLECTION" from Bradford Exchange / Hawthorne Village. I asked them NOT to mail things in late May - the end of July as for I'm away from home for work. I had to send cars back Multi times as for they kept sending me a car that I had! one car was broken then I was told items are on back order or were never made only to find them ********* I would call and be on hold for long long time or told that they would call back and never do. Was told that I had asked to stop the collection when I did NOT do so. Just one problem after an other with this Collection. I wish to have ALL the train cars for the Collection and stop telling me cars were NOT made when they were made and I'm finding them ********* I sent in the order when this collection was first sent out a few years back. I did Not have any problems haveing them Hold cars for me in the summer with the *********** train set/collection. Got a card saying I got all the cars in the collection when I have NOT I'm missing 4 cars of this collection. As a firefighter and EMT I fill this is a slap in my face to get a order in on time to get ALL OF THE COLLECTION to have all the problems I have had with this and the poor service Yes they did send one free and someother things to try to help smooth things over but that is NOT the point I ordered a Collection and I whant all of it not just parts of it!!! The Collection is the ON30 Scale one and now they have a HO scale one when they have NOT fullfilled all the orders for the set in the ON30 Scale. Please see the describe the settlement you are seeking part of this for the cars I am missing from this Collection and STOP haveing Bradford Exchange/Hawthorne Village slap men and women of the fire service by not filling the order. *************************************************** Bradford Exchange / Hawthorne Village.

Desired Settlement: I wish to have the rest of the train cars in this collection sent to me #9 is to be a Flatbed car with a fire eng. on it. #10 is to be Water Tanker No.1 #11 is a Box car Leadership. and #12 is a Coach car Strength.

Business Response: *********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** Final Business Response /* (4000, 9, 2014/04/15) */ April 15, 2014 *********************************************************************************************************************************************** We are in receipt of your e-mail, dated April 7, 2014, regarding ************ rebuttal comments. We wish to advise you that we have been in contact with **********; and we have extended our sincerest apology that he will not be able to obtain the remaining 4 issues in the Fireman's Express Train Collection. We have assured him that although issues 9 through 12 were produced at one time, they are currently no longer available. Per his request, we have also double checked on ************************** America Train Collection for any additional releases. We wish to advise you and ********** that there are currently no further editions that have been released in that collection. A message to this effect has been left for ********** as of this morning; with direct contact information for our corporate office should he have additional concerns or questions. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. ***************************************************** Final Consumer Response /* (2000, 11, 2014/04/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I neather accept or disaccept the resolution as for there is none. If they don't have the cars not much to do about it then. I hope ****** that ************ Client Services and other staff with the Bradford Exchange come up with away to fix the problem(s) I had with there call center and the multi people I talked to about all the problems I had with this collection. I think they need to look long and hard about this to assure customers that when they order a set/collection then they will get all of it then if there are extras or returned items have them as replacements.Or sold with the understanding that they are only left over parts/items from a collection. I am thankfull they have called me and have worked on this issue it is sadd that I had to take it to the BBB though to get help. ***********************

4/14/2014 Problems with Product/Service
4/14/2014 Problems with Product/Service
4/7/2014 Delivery Issues
3/31/2014 Problems with Product/Service
3/27/2014 Advertising/Sales Issues
3/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered the Ornaments and did not receive them!

Desired Settlement: I wish to receive the items I paid for and cancel the rest of the order as I don't think I will live long enough to get the complete set.

Business Response: Final Consumer Response /* (3000, 7, 2014/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) There are other items which have been purchased,such as 3figures with the tree base and a "free" tree skirt . I wish to receive the things purchased and cancel the rest of the figures,as I do not think I will live long enough to acquire the whole set! I am sorry that this company is in mylife! Final Business Response /* (4000, 9, 2014/03/11) */ ************** *********************************************************************************************************************************************** We are in receipt of your e-mail, ****************************, regarding ************** rebuttal comments to our response. We wish to inform you that the collection ************ subscribed to, "Heavenly Blessings Nativity Christmas Tree," was recently revised to include a Free Tree Skirt in place of the Mirrored Base. ************'s collection, at the time she placed her order, did not include the "Free Tree Skirt." Our records show the version of the collection that ************ ordered last February***** included: "The Holy Family," the "Mirrored Base," the "Pre-lit Christmas Tree with 5 additional Nativity Figurines", "Angel Ornaments", and additional "Nativity Figures." It should be noted that each of the shipments listed above are shipped and billed separately. According to our records, "The Holy Family" was shipped to ************ ***************** and paid in full in May; "The Mirrored Base" was shipped to her **************** and paid in full in July; "The Prelit Tree & 5 Nativity Figurines" was shipped to her ******************** and paid in full in October; and the last shipment of "The Crystalline Angel Ornaments" was shipped to her on January ********* As of today, we have not received payment for this final shipment. As we requested in our previous response, we respectfully urge ************ to contact us directly ***************, to discuss her collection so we can determine exactly what she has received so far, what she might possibly be missing, and if a replacement is needed. Our Customer Service agents will be happy to assist her in completing her collection. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. ****************************************

3/18/2014 Problems with Product/Service
3/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I will like them to take our name out of there list

Desired Settlement: Take out of their mailing list forever

Business Response: Initial Business Response /* (1000, 5, 2014/03/06) */ **************************************************************************************************************************************************************************************************** ************************************************************************************* We are in receipt of your e-mail, ************************ regarding *********** complaint. We were sorry to learn that ********* no longer wishes for us to advise him of new products issued by Hawthorne Village. As he requested, his account has been coded to prohibit future mailings. However, mailings are prepared in advance for later release, and it is possible that a few notifications will still reach him for approximately 4-6 weeks. Although he will no longer be an active customer of Hawthorne Village, we would like to express our appreciation for his previous patronage. Please also know that all returns have been processed, and billings have been canceled. Any invoices received dated prior to today's date can be ignored. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. ****************************************

3/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ***************** We have contacted********* about missing directions for use of the item below three times. Each time either by phone or email *********************** we were offered a duplicate set of directions both by mail and email. To date we have not received the offered support. The last time my husband *************** contacted you ***************** It is with great disappointment that I write to you of our dissatisfaction. Please provide the duplicate directions as promised. ***************************************************************

Desired Settlement: Duplicate directions on how to use Wonderland Express Christmas Tree

Business Response: Initial Business Response /* (1000, 5, 2014/03/12) */ ************** ******************************************************************************************************************************************************************************************************************************************************************************************** We are in receipt of your e-mail, ******************** regarding************** complaint. ************ the Instructions for the "Thomas Kinkade Wonderland Express Christmas Tree" which**** ******* has requested. Our records show these instructions were sent via e-mail ************** and again ******************************************* The instructions were also sent via regular 1st Class Mail via the **** ************** as a back up since *********** had not received the original e-mail in********* We are sorry, but we do not know why she has not received any of the previously sent instructions, and we appreciate her patience. If *********** needs any further assistance we respectfully request that she contact us directly **************** Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. **************************************** Final Consumer Response /* (2000, 7, 2014/03/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/12/2014 Advertising/Sales Issues
3/12/2014 Problems with Product/Service
3/11/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Several weeks ago we received a package from The Bradford Exchange addressed to my mother-in-law, who passed **** *******************. We returned the package with the words "recipient deceased," knowing that obviously she had not ordered anything. ***********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

Desired Settlement: DesiredSettlementID: Other (requires explanation) An apology and the removal of my mother-in-law's name from all mailing lists.

Business Response: ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************ ****************** We are in receipt of your e-mail, ************************ regarding ********** complaint. Our records show ******************** has bee a client of The Bradford Exchange for many, many years. Our records show she was a collector of many different collections and the most recent shipment sent was part of the Thomas Kinkade Inspirations of Hope Collection that she subscribed ** ******** We wish to apologize as there seems to have been an error that occurred in our system on**** ********** account which subsequently resulted in the release of the next shipment in the above mentioned collection. We assure you and ******** that we are looking into the matter and will have it resolved shortly. In the meantime, our records do show that we received the returned shipment of "A Vision of Hope," ************** account was closed, and the invoice ******** received was canceled. The account has been coded to prohibit future mailings, but since a majority of our advertisements and offers are prepared in advance for future release, we ask that ******** please allow 30 business days for all mailings to cease. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. *****************************************

3/10/2014 Problems with Product/Service
3/10/2014 Advertising/Sales Issues
3/4/2014 Problems with Product/Service
3/4/2014 Problems with Product/Service
3/3/2014 Delivery Issues
3/3/2014 Problems with Product/Service
2/28/2014 Advertising/Sales Issues
2/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered ***************************** Charm Bracelet. They were five payments of ****** due for the item. ********************* ***************************************************************** ********************* *************************************************************************** ***************************************************************************** That is five payments, which was the total amount due. However, they are trying to say that I still owe ****** and sent it to collection, after being informed in a letter that I had made the five payments. I also called them and they told me that I did not owe anything.

Desired Settlement: I simply want this resolved and taken out of collection. I want them to show a zero balance owing, as should be.

Business Response: ***Initial Business Response******************************** ****************************************************************************************************************************************************************************************************************************************************************************************** We are in receipt of your e-mail, dated February 17, 2014,********************************** Please be advised that our records show we received four of the five payments ********** listed on the Complaint Activity Report included in this complaint. According to our records, it appears we did not receive the payment indicated by ********** ******** ***** ****** ********* ******* dated August 4, 2013. Our records also show that ********** contacted Customer Service on February 10, 2014, and according to the notes on the account, it appears that the above information was explained to her and that she agreed to send us her final payment. In the meantime, the agent has already credited her account for the payment, and a "payment notification" has been sent to the collection agency so that her account can be removed from their records. In light of this information, we will look forward to receiving ************ final payment for the **************************** Bracelet" in the amount of ******* If she has not sent it in yet, she can send it to my personal attention and I will be happy to make sure her payment is processed correctly. My contact information can be found below. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. ********************************************************************************************************************* Final Consumer Response /* (2000, 7, 2014/02/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) That is satisfactory to me. Now that I know they only received four payments, although five were sent. I will send in the remaining payment.

2/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Saw the item in an ad. Thought it was very beautiful and would be a great gift for Valentine's Day for my fiance. I purchased the item because it said it would be delivered by Feb 14th. I made special plans with dinner and flowers expecting this item to received in time. I did not recieve it and saw that it wouldn't be shipped till Feb 17th. I was very upset that this would happen and spent much time and effort making sure all was special for her. I sent an email stating the problem and that I wasn't happy with the situation. They didn't even bother to respond. Not a happy V day and then rudeness to add to it.

Desired Settlement: I really don't know what to ask here. There is nothing that can replace what has been done on a ruined special day such as Valentine's day. I planned that day to surround giving that ring. It meant a lot to me. I was leading up to the day with hints and love notes. It made me feel pretty stupid to do all that and then have nothing to show at the end. They failed to delivery the item as stated and then lousy customer service to add to it. I feel they should at least comp the ring due to the circumstances.

Business Response: ***Initial Business Response******************************** ************************************************************************************************************************************************************************************************************************************************************************************************************ We are in receipt of your e-mail, dated February 20, 2014, ********************************** Each year we make every attempt to supply our customer's with their chosen gifts on time for Valentine's Day. However, no amount of planning or preparation will ensure 100% success 100% of the time. That said we wish to sincerely apologize to *********** for not being able to ship his order on time for Valentine's Day; and for disappointing him and his loved one. In accordance with our policy regarding delayed shipments on guaranteed products, we have already issued a credit for the shipping charges in the amount of******, directly to his order. However, as a matter of good client relations and to show how sorry we are, we have also given him 30% off the cost of the ring or ******* A total discount issued towards the order ********** We wish to assure you that e-mails are responded to as quickly as possible according to the order in which they are received. And, our records show an e-mail message was received from ***********, and responded to on February 21, 2014 with information regarding the credit for the shipping and service fee, as well as the tracking results of the order, which at that time showed delivery was estimated to be by Feb. 25, 2014. Following up on the tracking, ***** reports that delivery was made on Monday, February 24, 2014 * ******** Again, we sincerely apologize for the delay, and appreciate ***********s patience. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. **************************************** ***Final Consumer Response******************************** (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your help.

2/24/2014 Problems with Product/Service
2/21/2014 Problems with Product/Service
2/21/2014 Problems with Product/Service
2/17/2014 Problems with Product/Service
2/17/2014 Advertising/Sales Issues
2/10/2014 Problems with Product/Service
2/7/2014 Problems with Product/Service
2/6/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On 22 Jan 2014 call company with a problem with checks. Was told there was nothing they could do because I waiting to long to contact them. order was placed in Sept. I entered the banking information correctly on there web site. product was received with the 4 digit check number added to the routing number instead of being placed after the account number. Information was enter correct on site. Was told it was my mistake and I needed to reorder and pay for the new checks. I have 4 boxes of unusable checks and 5 lost in space outstanding checks. The salesperson also tried to sale me additional products and commit to a reservation sale for new checks at a ** plus dollar price.

Desired Settlement: Full replacement at no cost or full refund.

Business Response: ***************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** Final Consumer Response /* (2000, 11, 2014/02/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I disagree with what the company is stating and the two statements they have provided contradictory to each other. I stand by all statements I provided to BBB. And I glad not to do business with company. Thank you BBB. ***Final Business Response******************************** **************** ******************************************************************************************************************************************* We are in receipt of your e-mail, dated January 31, 2014, regarding *********** rebuttal comments. We are very sorry, but the transcripts of the recorded conversation do not match the information in *********** rebuttal. As we stated previously, the transcripts from the calls between********** and Customer Service show that she contacted us stating that the bank was returning her checks marked "refer to maker." Not knowing why she needed to "refer to maker", our agent suggested they review the information on her "old" checks with the "new" ones she received. It was then that they both discovered that********** inadvertently added the "check starting number" to the end of her "account number" in error. ************* this information is irrefutable according to the recording of the conversation. Additionally, clients are instructed to review their check orders upon receipt, and the request is included "inside" each shipment. Respectfully, our transcript shows********** was informed that inspections had to be completed within 30 "days" for us to consider processing a new order. There is no evidence that she was given a 3 "month" time frame. And finally, the supervisor********** consulted with instructed her to send us confirmation from her credit union of the********** on her checks; basically confirming the Routing Number, Account Number, and Starting Check number, and in what order they are to appear. ********** was advised that once the new checks are printed with this "confirmed" information, that no further reruns would be done if further errors were discovered; she was encouraged to confirm all information before sending it to us. Nonetheless,********** canceled her order and her desired resolution of a full refund has been honored; a credit for the full amount of the order has already been issued to her credit card as of January 27, 2014. Therefore, we are considering the matter closed. If********** has any further concerns, please instruct her to contact us directly at************** ******************************************

2/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered 2 dolls on December 11, 2013 which were guaranteed to be delivered by Christmas. 1 doll was shipped but the other was not shipped. I called customer service 10 times to get this order straight and they were not helpful. They ended up shipping the 2nd doll on December 23rd and I received that 1 on December 24. I called again about my other doll and they told me it might come in time, but I should have overnighted that doll. When I ordered it said it was guaranteed and it was plenty of time to receive it. I tracked the 1st doll and it was not sent to ***** until December 26th. I called again to ask about the guarantee and they keep me on the phone for 1 hour and only to give me a credit for shipping. I will never by from this company again. Poor customer service and false advertising. Basically the guarantee does not mean anything. The stress of dealing with this company was unbelievable and I had to shop Christmas Eve morning to buy something for my daughter, because her doll did not show up.

Desired Settlement: I am requesting the doll I did not receive by Christmas be no charge. The guarantee should be worth something. I want the company to credit my account ****** and no shipping charge.

Business Response: **************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** Final Consumer Response /* (3000, 7, 2014/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) ****************** The facts of this cases are as follows. I ordered 2 products on December 11th that were guaranteed by Christmas and received an email on December 17th from the company concerning the address. I immediately replied to the email and called to confirm the address was correct. At no point in my communications with the company they indicated I would not receive my product before December 25th. I had to call several times to get the 2nd item shipped and received that 1 only because I contacted them with my concerns. It was shipped overnight. They indicated they could not shipped the 1st items, because it was shipped already. I have attached the ***** tracking for the product that was not received until January 4th that I am requesting full credit. It was not sent to ***** until December 26th. I have attached the tracking from ***** as proof. ***Final Business Response******************************** *********************************** ******************************************************************************************************************************* We are in receipt of your e-mail, dated January 13, 2014, regarding ************* rebuttal comments. Respectfully, we must disagree with *********** concerning the Christmas Guarantee of her order. As stated in our previous response we have reviewed the transcripts of the recorded conversations/e-mails between *********** and our various Customer Service representatives. Our records show *********** was advised of the possibility that her orders may not arrive by Christmas Eve due to the delay in verifying the shipping address. She was advised of this possibility on December 23, 2013 during a conversation with one of our Supervisors. At that time, our supervisor upgraded the shipping on one of ************* orders in order to give it the best chance to arrive on time. The upgrade was done FREE of charge, in addition to refunding the shipping and service fees for both orders; a total value of credits/upgrades given was ******* ******* each for the shipping, plus the upgrade value of ******** In addition, as we also explained and provided proof, our shipping records are accurate. ******* was picked up by ***** on December 20, 2013, but they did not scan the package until December 26, 2013 (six days after the shipment left our warehouse). We are sorry, but once a shipment leaves our hands, and is in the hands of the shipper, we cannot be held responsible for their mishandling of the shipment or the delay in delivery. Under these circumstances, given that the delay in shipment and delivery was not due to our error, we feel that the above action taken was more than fair, and a full refund is not warranted. However, in an effort to reach an amicable resolution, we are issuing an additional 25% credit **********************, and are considering this matter closed. If *********** has any further concerns or questions, she can contact me directly and I will be happy to assist her. My contact information can be found below. *******************************************************************

2/3/2014 Advertising/Sales Issues
1/29/2014 Problems with Product/Service
1/24/2014 Problems with Product/Service
1/21/2014 Problems with Product/Service
1/21/2014 Billing/Collection Issues
1/21/2014 Delivery Issues
1/20/2014 Problems with Product/Service
1/14/2014 Problems with Product/Service
1/10/2014 Problems with Product/Service
1/10/2014 Problems with Product/Service
1/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am the power of attorney for an elderly resident. ******************************************** ************* ********** DID NOT order this package ************************************************************* **************************************************************************************************************************** In addition, the packaging envelope stated that threatened to bill the resident. We sent the item back by ****************** with tracking on November 26, 2013 at an expense of $18.55 *************************** ************************** 1. We want this company (Bradford Group) to stop all mailings to this address. 2. We want the **************** to investigate The Bradford Exchange since they are basically fraudulently mailing packages to the elderly disabled and then expecting payment for an item that was not ordered by anybody at this address. 3. I would like our $18.55 remitted since their package was remailed at my expense or I will file a small claims court complaint in the city of *********************************** ******* (Client Services) and *************** (Sr. Mgr of Order Processing & Customer Operations) Finally, I'm filing a complaint with the **************************** public inquiry unit since an elderly disabled women was targeted. Thank you.

Desired Settlement: The $18.55 postage fee to send back the box to Client Services Center. And we want all mailing from the Bradford Group to cease.

Business Response: ********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** Final Consumer Response /* (4200, 11, 2013/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) A Cease & Desist letter was sent 12/19/2013 *********** mail to ***************************************************************************** Which I'm sure she will receive by Monday. When she acknowledges the C&D, we'll consider the case closed according to her terms listed above. Thank you and Happy holiday. Final Business Response /* (4000, 13, 2013/12/27) */ ******************************************************************************************************************************************* ***************** We have received the Cease and Desist Request signed by our client Catalina Sanchez, which was witnessed by a *************. We have permanently coded ************* account to prohibit future mailings of any kind from being sent to her as of December 24, 2013. However, *********** may still receive a few mailings at her address that were prepared in advance and scheduled for later distribution prior to receiving the Cease and Desist Request. But we assure you and *********** that all mailings will cease within 30-45 business days, if not sooner. Thank you for bringing this matter to our attention. ****************************************

1/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 11/12/2013 my husband ordered a ring from Bradford. We gave them our credit card number and they charged us the first payment of $46.00. We received an invoice on XX-XX-XXXX billing us for $46.00(2nd payment) due by 12-2-2013. I immediatly wrote a check for $46.00 and mailed it along with the invoice. On December 12th, they withdrew $46.00 on the charge card and deposited the check the same date. The order number is XXXXXXXXXXXXXXX. I e-mailed them rearding how long they kept the check and charging us at the same time. I was e-mailed back telling me they would refund the overdraft my bank charged us of $34.00 by withdrawing the $46.00 and depositing the check at the same time. I have sent 4-5 e-mails asking where my refund is, as it does take this long with the electronic transactions being done. I informed them that I have had other companies refund money for one reason or another and it is done within 24 hours. I have not received a refund, a response, or anything since they sent me the email promising us $34.00 refund. I realize it is not a large amount, but I am on disability from lung cancer, and we have a vey tight budget, hence why we make payments. All I want is them to refund my $34.00 like promised and/or an email explaining when they will or why they will not refund this money.

Desired Settlement: $34.00 to be put back in our account like they promised, or an email explaining why it has taken so long or why they are not going to give us the refund, after it was promised. Have sent them about 5 emails and NO response from them!

Business Response: ******************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** We are in receipt of your e-mail, dated December 30, 2013, regarding************** complaint. We have researched our records, and reviewed the recorded transcripts, which show ********* ******** called our order department at 10:30am on November 10, 2013 to place an order for the ************* Ring." He was advised that the order was entered and he should expect an invoice requesting the required first installment prior to shipping, within a few days. However, approximately 2 hours later at 12:38pm, *** ******** called again to provide us with his credit card information, and spoke to a different agent. But, because the order entered two hours earlier had not batched yet we could not add the credit card to his order. In trying to please the client, our agent canceled the original order and entered a new one with *** ******** credit card. Unbeknownst to the new agent, canceling the original order does not prevent an invoice from being sent, and according to the transcripts *** ******** was not advised to ignore it. For this reason, we have already processed a refund to his credit card for the overdraft fee. *** ******** can confirm the credit that was issued on January 3, 2014 with his credit card company. We apologize for the oversight and respectfully request that *** ******** contact us if we may be of further assistance. Our toll free number is ************* our hours are 7:00am to 6:00pm, Monday thru Friday. For the best service we encourage you to call Tuesday thru Friday, between 8:00am to 12:00pm and 2:00pm to 5:00pm (CT). Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. **************************************** Final Consumer Response /* (2000, 7, 2014/01/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) They did refund the $34.00 to our account like they promised to in the very beginning. They also sent an email explaining that they would refund it within 48 business hours, and aplogized and they did both. Thank you for your help in this matter. ************

1/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a ring online a couple weeks ago and they took from my credit card on 12/20/2013. The following day they said they had shipped it and that I would receive it by the 24th of December, Well a couple days went by and my status of my order was returned without being notified, So I emailed them asking why had my order been returned and so forth, and no response. Well I got on my account again after the 27th and it said a new order was issued. Well here it is the 31st and my account is saying that it was returned once again. I have emailed and called numerous of times and have not gotten any responses back. At this point I would just like them to refund my money, because there is no way I will ever do business again. ******************************************************************************************************************************************************************************************************************************************************************************************************** I also have my bank card with my information as well proving I had made my first payment with them.

Desired Settlement: For this place to be out of business and for me to get my refund of what I ordered back.

Business Response: Initial Business Response /* (1000, 5, 2014/01/08) */ ************************************************************************************************************************************************************************************************************************************************************************************************ We are in receipt of your e-mail, dated January 2, 2014, regarding ************ complaint. Our records show we received orders from ********** for "Our Forever Love Personalized Men's Wedding Band" and "I Love You Diamond Cluster Ring" on December 10, 2013. Both orders were received and processed, via the Internet, "pending credit approval" (as indicated on all advertisements) upon receipt of her initial payment. In this case, ********** provided her credit card information for processing the required first installments for both orders. Our records show ************ order for the "I Love You Diamond Cluster Ring" was getting ready to ship, when her credit card company denied authorization to charge her credit card. This resulted in the order being put on hold until authorization could be obtained. Unfortunately, by the time we did receive authorization from her credit card company; our inventory had been depleted and the order was processed for a replacement. Under normal circumstances, the credit card authorization received on the original order would simply be transferred to the "new" order and the first installment applied. However, because of the previous credit card failure, our Credit department no longer approved her for a line of credit and the replacement order was canceled. Our refund check ****** in the amount of $34.74 was mailed to ********** on January 2, 2014. In the meantime, ************ order for the "Our Forever Love Men's Wedding Ring" was put on hold pending credit review due the credit card failure on the order above. As with the first order, our Credit department denied extending credit to *********** and her order was canceled. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. *********** *****************************

1/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have ordered several items, valued at hundreds of dollars, canceled one (they sent it anyways), would not send other item (last one, Christmas Gift) saying that they needed partial payment. They have credit card on file, and have been using it. Attempted to email two weeks ago. No response.

Desired Settlement: Just want to be able to contact someone - have a customer call number to dispute issues; they need a chat and better customer service. NO ONE THERE SEEMS TO CARE!!!

Business Response: ****************************************************************************** ************************************************************************************************************************************************************************************************************************************************************************* We are in receipt of your e-mail, dated ****************** regarding *********** complaint. Not all of our products ship on a fully deferred basis; some require a partial installment before shipment can be made. This is not contingent on whether a client has good credit or not, it is just a fulfillment requirement for that particular product. While we would be more than happy to follow *********** instructions to use his credit card on file, our records show he has three of them and we cannot be responsible for choosing which one to use. Therefore, he would have to indicate which card he would like us to use, each time he submits an order or payment. He can simply provide the last four digits of the card he would like us to use, and make sure the expiration date is kept up to date. We apologize for any inconvenience, and if he needs further assistance he can contact me directly at the number below. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. ******************************************************

1/7/2014 Billing/Collection Issues
1/6/2014 Problems with Product/Service
1/3/2014 Billing/Collection Issues
12/31/2013 Delivery Issues
12/30/2013 Problems with Product/Service
12/30/2013 Problems with Product/Service
12/27/2013 Advertising/Sales Issues
12/24/2013 Problems with Product/Service
12/24/2013 Advertising/Sales Issues
12/23/2013 Problems with Product/Service
12/23/2013 Problems with Product/Service
12/23/2013 Delivery Issues
12/23/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The order number is XXXXXXXXXXXXXXX for the purchase on Nov 18, 2013 should contain a set of train, i.e., locomotive accessory train car, track and power kit. Somehow, I only receive the locomotive and the rest is missing. I don't care about their shipping policy of the pieces, which I personally think is wrong for shipping piece by piece. I recommend to this store that when an order is for a set, then they should send a set in the package not one piece at a time. Now I want to use the train set for the Christmas décor I cannot even use the stupid thing because I have no train track, and the power cord. It's made in china and the whole thing was ship to the store as a whole and why this store is shipping them one piece at a time, ever heard of mass production to a minimum, so the store will have a set to send. This is very ridiculous, I was expecting the whole set, not I can't even use the thing probably until next year. This store is not the best place to buy those collectible things so they call it. Ridiculous!

Desired Settlement: They should send the whole set when order, that is all I'm asking. Pronto!

Business Response: ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************* We are in receipt of your e-mail, dated December 5, 2013, regarding ************** complaint. It appears ************* is a new customer of The Bradford Exchange and misinterpreted the on-line advertisement for the "**********************************." We have attached copies of this advertisement for your and ************** review. The advertisement clearly states the following: (please refer to Page 1) "**********************************" - "Buy Collection Now" - "Price: $75.00 US Each Issue." The advertisement also previews the first 3 issues in the collection just below the illustration, and shows the FREE items that are shipped with each issue. Just below that, in the section titled "Description" is further information about the collection. The first paragraph specifically explains that the collection begins with the Diesel Locomotive, Issue One, and continues with Issue Two, "a classic train car, which includes the FREE 16-piece HO gauge track and Issue Three, a passenger train car, which includes your FREE power pack." It also states that "additional coordinating train cars, each a separate issue, will follow." These two statements clearly indicate that the collection will be shipped over a period of time. In addition, further down the webpage (see Page 2), is a more detailed explanation of how the collection is shipped and billed. Under the section titled "Subscription" the second paragraph explains "each issue will be shipped...., about one every month or two (pending availability), at the same low price and charged to the credit card used to make the purchase". This statement, in addition to the information above, clearly indicates that each issue is shipped and billed separately over time. In addition to this information, there is also a "link" to information regarding collections/sub plans toward the bottom of the webpage, just under the product description and highlights, where the client can read "how sub plans work." Our records show ************* received the first issue, "The Midnight Run Diesel Locomotive", and the next issue in the collection, "Night Watch Unit B Engine with Free Track" has not yet been released for shipment. However, we can certainly work with ************* to send him what he needs to be able to run his train for Christmas. However, he must contact us directly to work out the details, and make payment arrangements. Our toll-free number to Customer Service is ************; for the best service we recommend calling between the hours of 7:00am to 9:00am, and 4:00pm to 7:00pm (Central Time) on Tuesday through Friday. Thank you for bringing this matter to our attention. ******************************************

12/19/2013 Problems with Product/Service
12/18/2013 Advertising/Sales Issues
12/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The tracking number shows the item was delivered but I never got it which makes me feel like it was misdelivered to another apartment in my complex. I have previously emailed Bradford and the***** and have received no response from either organization.

Desired Settlement: Just want my coin that I have not received.

Business Response: Initial Business Response /* (1000, 5, 2013/12/17) */ **************************************************************************************************************************************************** *********************************************************************************************************************** ***************** We are in receipt of your e-mail, dated December 10, 2013, regarding *** *****'s complaint. Our records show *** *****'s original order for the "Last New Orleans Minted Morgan Silver Dollar" was shipped to him at the above address. For details on the delivery of the shipment, and where it was left, *** ***** would have to check with his local Post Office, or with his mail carrier. In the meantime, we have already processed a replacement order, and our records show it was shipped on December 16, 2013. *** ***** should expect to receive this shipment within 7 - 10 business days. If *** ***** is concerned about receiving packages at his apartment complex, perhaps he should contact his local *********** to make special arrangements with them, or provide an alternative shipping address. Thank you for bringing this matter to our attention. *************************************** Final Consumer Response /* (2000, 7, 2013/12/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received an email from them a few days ago stating that they would send out a replacement. I still have no idea what happened to the original shipment.

12/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This appears to be a case of predatory billing. Around the middle of each month since September, I have received an envelope with "INVOICE ENCLOSED" in upper case bold red letters above my name and below an "Information regarding your order enclosed!" message in normal print. I never ordered anything from this vendor, yet the bill/letter enclosed tells me I have ordered a ********** STEAM LOCOMOTIVE & TENDER." I have been given a client account #, an order #, and a line #. The product is listed at $69.99 + $9.99 shipping for a total invoice of $79.98 with a due date the middle of the next month. The "Minimum Due" is listed as $26.66, and a Business Reply Mail envelope is provided ***************************** I am encouraged to pay by credit card and given two boxes to check: "Charge full amount of this order & future issues" or "Charge minimum due monthly & future issues." Obviously, either would authorize additional charges for all future products offered. I believe I simply discarded the first solicitation, but I have the subsequent ones. It disturbs me that older individuals living alone might fall for this scam, assume they forgot they ordered the product, and be taken in to the tune of $26.66 (or more) per month for the rest of their lives. Please put an end to this predatory practice. Thank you!

Desired Settlement: Cease and desist order preventing all companies affiliated with the Bradford Exchange from using US Mail, e-mail, telephone, or fax to convey any message or communicate in any way-especially by means appearing to be bills or invoices-that a recipient has a balance due for any product not specifically ordered jn writing prior to the company sending such message or communication.

Business Response: Initial Business Response /* (1000, 5, 2013/12/05) */ ************************************************************************************************************************************************************************************************************************************************************************************************ We are in receipt of your e-mail, dated November 28, 2013, regarding ************** complaint. It appears that************* and The Bradford Exchange are victims of mail order fraud; as our records show that we received a reservation order for the entire ********** Express Train Collection" in ************** name at the above address. At the time we received the request, we had no way of knowing it was not a legitimate order. However, since receiving ************** complaint, the account at his address has been coded to suppress further mailings, and the reservation order/billing has been canceled. Please note that because a majority of our advertisements are prepared in advance for later release, it is still possible that ************ may receive a few mailings for up to 45 business days. We are very sorry for any inconvenience this may have caused, and appreciate his patience. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. ****************************************

12/17/2013 Problems with Product/Service
12/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I place a order for personal checks in the month of September it is now November and I still haven't gotten them. I called to let them know I have not received them yet so the representative reordered them again. It is now November and still no checks I decided to call to check on them and ask about the checks that's lingering out there on my account that have not received yet. I was told they were sent out on Thursday I ask for the tracking number but there's no tracking number because they sent them the same way the first set went out that no one knows where they are. I ask so how do we know where the first set are they don't know either they don't even know if it is returned to them which I think is very odd this is people personal information just out there dealing with their account. I say if it didn't get to me the first way why would you send it the same way. I summed it up as they do not care what happens with this sensitive information. I customer service line is no help at all. They tell me to call my bank I say now you all need to get it right or get out of the business especially in the business of dealing with sensitive information. I am not happy it's going on 4 months and still no checks and no one knows where they are are who's hand they are in. this is unacceptable.

Desired Settlement: I need them to track down both order of checks and tell me where they are. This is scary with all my information out there like this.

Business Response: Initial Business Response /* (1000, 5, 2013/12/03) */ *********************************************************************************************************************************************************************************************************************************************************************************************************** We are in receipt of your e-mail, dated November 26, 2013, regarding **************** complaint. Our records show we received an order for 1 Box of Duplicate Style Checks in the "Fashionista" Check Design, in **************** name at the above address, on October 16, 2013 via the Internet. According to the order she placed, ************** chose our FREE Shipping Option via***** Standard (Non-Trackable) Shipping, which can take up to 15 business days for delivery. Her order was processed and shipped accordingly on October 21, 2013. On November 15, 2013, ************** contacted us stating she had not received her order. As a matter of good client relations, and in accordance with our procedure concerning lost orders, a replacement order was requested, and our records show it was shipped on November 21, 2013. The replacement order was shipped via the same method chosen by **************. While we understand **************** frustration at having not received her original order, we cannot be held accountable for being unable to track it since she did not request the Trackable Shipping Option, available to her for an additional fee, when placing her order. Therefore, we had to consider the order lost, and issued a new order for replacement checks. We highly recommend that ************** contact her local *********** and report the possible theft of her original check order, and seriously consider contacting her financial institution for advice on what precautionary measures to take regarding the lost shipment. We respectfully request that if ************** has any concerns regarding her replacement order, that she contact our Customer Service department **************** Thanks you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of further assistance. ***************************************

12/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In 2010 my Mother ordered an item for my sister's Birthday in January. Her actual birthday is in March so she thought she had plenty of time. We received multiple notices from Bradford that the item was backordered. My mother passed **** in August of that year and the item had still not been delivered. In fact the item was not delivered until December of the same year, and only after multiple phone calls with different people at Bradford. I was told by one employee that they advertise the items and wait to see how many orders they get before they actually place the order with the supplier. To me this sounds like false advertising/deceptive advertising. In September 2013, my father requested I order him an item from Bradford for an anniversary gift. The item has never been delivered. I keep getting notices that the item is backordered, now I am told it will be next year before it is available. The item was supposed to be shipped to the residence of the recipient, but instead Bradford exchange sent the recipient a notice stating I had not paid for the item, while in fact I had. I called Bradford exchange about this and they apologized and said they had made an error sending the notice to the wrong place. Now they say the item is not available until some time next year! I feel this company is deliberately advertising items as for sale, when in actuality they do not have the items available. I am very angry with them, and have contemplated taking legal action, however I wanted to try going through you first in the hope that this can be settled outside of court.

Desired Settlement: I want Bradford Exchange to stop advertising items for sale which they do not have! Or at least make them add a qualifier letting the purchaser know that the item they wish to buy is not currently available and it may takes months before they get their item.

Business Response: *************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** We are in receipt of your e-mail, dated November 26, 2013, regarding *************** complaint. Our records show that we received an order, in ********************* at the above address, for one "Warrior Spirits Tomahawk Pendant". At her request, it was scheduled to be charged to her credit card, in full, following the shipment of the pendant to ****************** We were very sorry to disappoint ************** but we had been informed that there would be a delay in shipping her order, due to production difficulties. In an effort to provide our customers with high quality merchandise, we felt we could not settle for sending merchandise that was less than perfect, and our manufacturer was working very hard to resolve the issue. Our records show we sent notification of the delay to ************* giving her the option to cancel her order. In addition, we also sent a letter of apology with a $10 Gift Certificate as our way of showing how sorry we were for the delay. Based on the option she chose, *************** order was reinstated. We are pleased to inform you that we received our allotment sooner than expected and *** *********** order was shipped Monday, December 2, 2013. Her gift recipient should receive the pendant shortly. We apologize for any inconvenience the delay has caused and appreciate her patience. With regards to her gift recipient being sent notification of non-payment for the item, we are very sorry but we have no record of sending that type of notification to the "shipping address." It is our best guess that because our website does not provide for "gift giving" (but only allows for separate shipping address), that somehow one of our delay notices were accidentally sent to the shipping address in error. Please be assured we are investigating this matter, and are also addressing the need to provide for "gift giving" on our website, which will improve our service and prevent notifications from being sent to "possible gift recipients." Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. ****************************************

12/10/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: New customer on company website On XX-X-XX placed 1st order XXXXXXXXXXXX When order was received I found a card with a coupon order to "buy one get one free" on boxes of checks Since I just moved, had a new bank account & was displeased with my new checks I ATTEMPTED TO USE THE COUPON CODE XXXXXXYL to order 2 boxes of checks THE WEBSITE WOULD NOT ALLOW ME TO ORDER 2 BOXES It told me I could not I still placed an order XXXXXXXXXXXX on XX-XX-XX for ONLY 1 BOX OF CHECKS & ANOTHER ITEM I WANTED I contacted customer service Had 2 responses from them THEY WERE NOT HELPFUL JUST EXPLAINED WHAT COULD OR COULD NOT BE DONE EVEN THOUGH I REMINDED THEM ABOUT THE CARD I RECEIVED WITH MY 1ST ORDER & it did NOT work Now, over 10-19 to XX-XX-XX weekend I looked up current order in question XXXXXXXXXXXX HAD ALREADY SAID ORDER SHIPPED TODAY XX-XX-XX BUT today XX-XX-XX when I received an email it told me ONLY 1 OF THE ITEMS, THE CHECK BOOK COVER WAS SHIPPED You want to talk about confused First they send me a card with an offer, I decide to use it it does not work I contact company get a bunch of excuses then their website & emails give confusing shipment information on order I will send BBB order history for XXXXXXXXXXXX, email history, scan of card with offer in question & confusing email & website status on order

Desired Settlement: 1. All responses in writing, 2. Prompt refund of order 3. No problems with any future orders if I decide to place others

Business Response: *************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** Final Consumer Response /* (4200, 15, 2013/11/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) checking bank account refund received ******** I do NOT appreciate how I was addressed in this latest reply Your card I received & placed order with was sent to BBB BOTH SIDES & SHOWS YOUR COMPANIES ERRORS Treating a customer with disrespect & not admitting errors Taking over a month to do something about the NOT received check book cover was not acceptable As stated refund received as requested & I expect an apology for how I was addressed in this complaint Final Business Response /* (4000, 17, 2013/12/06) */ ***************************************************************************************** We are in receipt of further comments made by ********* regarding our last response. After settling this matter according to her desired resolution for a refund of her check order, we are considering this case closed, as should the BBB since we have complied with *********'s demand for a refund. We will not be responding to any further comments. ******************************************************

12/9/2013 Billing/Collection Issues
12/6/2013 Advertising/Sales Issues
12/6/2013 Billing/Collection Issues
12/6/2013 Problems with Product/Service
12/6/2013 Advertising/Sales Issues
12/3/2013 Problems with Product/Service
12/3/2013 Problems with Product/Service
11/27/2013 Advertising/Sales Issues
11/25/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a ring titled Splendor of the Sea Color-change Dolphin Ring. It took longer to receive then I was told it would take. When I openend the box I was surprised to see gold color on the surface of the ring. At closer examination of the ring it is silver plating over brass. I called the company and they will only exchange the ring or refund my money. The supervisor I spoke to said she was sending an e-mail to the "quality control department to 'change the verbage' of the description of the ring. I have an Certificate of Authenticity that states the ring is "individually hand-crafted in solid sterling silver" and is stamped .925 to insure the sterling silver content. I feel that the have committed fradulant transactions with this product and should have to actually handcraft it out of sterling silver like their certificate insures. They are sending me a replacement ring that does not have the brass showing through, but by stamping it .925 that I feel is fradulant and something needs to be done

Desired Settlement: I want them to hand-craft the ring out of pure sterling silver like their certificate states and to make sure this type of thing doesn't happen again. I would have been even more angry about the situation if I had had the ring for longer than the money back gaurantee lasted and took it to a jeweler to get it sized and was told it was not solid sterling silver as they had stated. I don't know what should happen, but this cannot be allowed to happen to other people. Changing the verbage on their description of the ring does not negate the fact that they are stamping silver plating as .925 pure sterling silver. That is a fradulant claim as well as false advertising.

Business Response: *********************************************************************************************************************************************************************************************************************************************************************************************************************************************************** We are in receipt of your e-mail, dated November 5, 2013, regarding *********** complaint. We respectfully disagree with *********** claims of fraudulent activity/false advertising, and wish to assure you and ********** that the ring she purchased from us, "Splendor of the Sea Dolphin Ring", is indeed handcrafted in Solid Sterling Silver. The "hallmark" stamp of .925 insures the sterling silver content of this piece. It is the opinion of our Jewelry Team that the ring ********** received may have developed patina due to extreme climate changes during shipping to our warehouse, and then to **********, which the patina can be easily removed with a polishing cloth. But in order for us to confirm this we need to examine the ring. Therefore, we are requesting that ********** return the ring to my personal attention for examination. Please instruct her to return the ring to The Bradford Exchange, ***************** *********************************************************************************************************************************. We will reimburse ********** for the shipping. Please be assured that our records show a replacement ring is already on the way to **********. Currently, it is in ********************* at the main *************** sorting facility where it will be transported by truck to the sorting facility in ******, and then delivered to her by the Postal Service. ********** may track the shipment herself by logging on to the *************** website and entering the following tracking code**********************. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. ****************************************

11/18/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered two boxes of checks from Bradford Exchange. This was given account number XXXXXXXXX. I entered all the information correctly, and paid at the time of ordering. The checks they sent had the wrong account number. I entered the 10 digit account number into their system twice, and verified three times for each entry that the account number was complete and correct. When I called them to work out the problem, I was told that they do not guarantee that the checks they send are correct and refused to do anything about it. They expected me to just keep the useless checks and order more if I needed a box of correct checks. Since they refused to work with me, I cancelled the charge on my credit card, and offered to send their boxes of useless paper back to them if they send me a self addressed, stamped envelope large enough to hold them.

Desired Settlement: As I have already gotten my money back from them via a credit card chargeback, and as they have proven themselves to be untrustworthy, I do not expect them to take any other action other than to remove my wife's name from their system and to stop asking me to pay them for defective merchandise. I also expect to see no negative entries against any credit reports, as we were more than willing to pay for the two boxes of checks as ordered but refuse to pay for defective merchandise.

Business Response: ***************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** Final Consumer Response /* (3000, 7, 2013/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I verified the information was correct three times on each repeated entry, I did not enter incorrect information. Since it was the last digit that was left off by Bradford Exchange Checks, it is most likely that either Bradford Exchange Checks or their printer is not set up to accept a 10 digit account number which is how long my credit union's account numbers are. Bradford Exchange Checks needs to correct their check printing problem, not attempt to dodge responsibility for producing a defective product. I have already advised Bradford Exchange Checks on November 3, 2013 that I would hold their papers until a prepaid self addressed envelope arrives, but that if no envelope arrives by November 15, 2013 that I would be destroying these papers. The original packaging was destroyed long ago, so if only a label is being sent then the checks cannot be returned. Final Business Response /* (4000, 9, 2013/11/15) */ ************************************************************************************************************************************************************************* We are in receipt of your e-mail, dated November 11, 2013, regarding ********** rebuttal to our response. Again, while we appreciate ********** position, we must respectfully disagree that the fields for entering information are not adequate. The fields for entering account information allow "up to" the following number of "digits" in each of the following fields: "All Numbers Across the Bottom of Check" 31 Digits allowed" "Routing Number" = 9 Digits allowed "Account Number" = 14 Digits allowed In addition, we have had no other complaints about "digits" dropping off of account numbers entered by our customers on-line. As previously mentioned, no changes were made to the order he submitted by any representative from Bradford Exchange Checks or our check printer. As previously stated, we will accept the returned checks for this single situation, and credit ********** account for the returns. As of this writing, I have personally addressed an envelope and sent a postage paid return label under separate cover which he can expect to receive within 5-7 business days. Please note that we do not provide for return packaging under any circumstance as all packaging is to be kept until orders are fully inspected, and can be reused in case the order has to be returned. Once the returned checks are received the billing for the credit card charge-back amount will be canceled. ************* the above offer is more than fair under the circumstances and if ******** has any further concerns or questions regarding this matter, we must insist that he can contact me directly at the number below. Since we have demonstrated our willingness to resolve this issue, and credit ******** for the returned checks, it is our opinion that this is no longer an issue for the Better Business Bureau and the case should be closed. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. *****************************************************

11/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: AS STATED ABOVE, BOUGHT & PAID FOR THE US DOLLAR AND THEY REFUSE TO ACKNOWLEDGE THAT I PAID. THEY CASHED THE CHECK ON 7/22/13 AND I HAVE MAILED A COPY OF THE CANCELLED CHECK TO THEM AND THEY DO NOT RESPOND OTHER THAN SENDING ME ANOTHER BILL TELLING ME I HAVEN'T PAID YET. I HAVE ALSO E-MAILED THEM TWICE AND NO RESPONSE BACK. THIS IS HARASSMENT ON THEIR PART. I WANT PROOF FROM THEM THAT THEY ACKNOWLEDGE THAT I DID PAY FOR THE ITEM I ORDERED - US DOLLAR. THANK YOU, ********* ********

Desired Settlement: PROOF IN WRITING FROM THEM TO SHOW I PAID FOR THIS ITEM SO THEY DON'T KEEP HARASSING ME.

Business Response: *************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** We are in receipt of your e-mail, dated October 29, 2013, regarding ************** complaint. We are sorry, but we find no record of receiving ************** payment for the "1976 Eisenhower Silver Dollar with Free Magnifying Glass" that was shipped to her on June 25, 2013. However, according to our records our Customer Service department has already settled the matter by manually cancelling the billing. If ************** would still like us to confirm her payment, she should send us a photocopy of both sides of her canceled check. Otherwise, we assure you her account has already been settled and no further attempts will be made to collect this debt. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. ****************************************

11/15/2013 Advertising/Sales Issues
11/15/2013 Advertising/Sales Issues
11/14/2013 Problems with Product/Service
11/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ordered checks...they were done wrong.Wrong routeing number...I know my numbers..order #XXXXXXXXXXXX. I have 3 checks outstanding for 25.00 service charges I returned checks on 10-21-13...they received 10-24-13.I am awaiting the refund I was promised on phone

Desired Settlement: all I want is refund for $35.58

Business Response: ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** Final Consumer Response /* (2000, 15, 2013/11/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Not really happy with this...about the refund but will except....will not order from them again....thank you ********** Final Business Response /* (4000, 13, 2013/11/14) */ ***************************************************************************************************************************************** Message was left for ************ on November 13, 2013 at 3:01pm (CT) explaining that $9.80 was for the ********* Check Protection she requested on the 4 boxes checks. As stated in all advertising materials this fee is "non-refundable" under any circumstance, but especially so when orders are returned due to client error. If she would like to discuss this further, we must insist that she contact me directly at the number given previously. ****************************************

11/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This is the second time in 2 years I have received a notice from a collections agency trying to collect a sum of money for an item I NEVER ORDERED,NOR EVER RECEIVED from THE BRADFORD EXCHANGE ONLINE. I had never even heard of this company, never visited their website, until I began to track down the source of this alleged sale. The alleged sale took place 3/14/11.The first time was a different collections agency from this time. I have spoken with the current collections agency to verify that they have never received this account previously.THE BRADFORD EXCHANGE ONLINE states that the " telephone number for customer service does not connect with an operator who has access to client accounts" so use the number for orders only. There is no way to contact them directly from their website to discuss or dispute any problem. Product_Or_Service: none Order_Number: ? Account_Number: XXXXXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I wish to have the company send me a letter which asserts that this has been an error on their part and that no such sale ever took place.If that is not forthcoming, I would like them to know I will be contacting the mail fraud agency in my home state, Oregon, and in Illinois.

Business Response: Initial Business Response /* (1000, 5, 2013/10/31) */ ************************************************************************************************************************************************************************************************************************************************************************************************* We are in receipt of your e-mail, dated October 24, 2013, regarding **************** complaint. Our records show that we received an order for 2 of the "My Daughter, My Love Diamond Pendant Necklaces", in the name of **************, at the above address. This order was transmitted from the Internet via our website on March 11, 2011. According to the order received, shipment was to be sent to*************** at an address in **************** and charged to a credit card. Accordingly, shipment was made on March 14, 2011 and charged to the credit card. However, one of the necklaces was returned and a refund in the amount of $116.93 was credited back to the credit card used to make the purchase. A short time later, we received a "charge back notice" from the credit card company for the total purchase price of both necklaces. This resulted in a balance due of the total purchase price in the amount of $233.86 ($116.93 for the remaining necklace plus $116.93 for the refunded amount). Several attempts were made to collect the amount due, within a six (6) month period, but we were unsuccessful and the account was turned over to one of our collection agencies. This was done on September 3, 2011. Our records further show that we were contacted by*************** on September 21, 2011 via e-mail stating she did not purchase or receive any merchandise from us. In accordance with her request, our customer service agent sent a request for*************** to be removed from collections, but our records show that the request was not properly executed. As a result, the account was turned over to a "new" collection agency in August of this year. We wish to assure you and*************** that we have submitted the request again, and have just confirmed with our collection agency, and our credit department, that her account has been successfully removed from all collection attempts. We apologize for any inconvenience this may have caused, and appreciate her patience. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. ****************************************

11/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On these dates, 4/20/11, 5/13/11, and 5/20/11, I received ****** collectible items from Hawthorne Village/Bradford Exchange. I paid for all of these items. Apparently another train was ordered on 10/27/11 which I never received. I never paid for this item as I never received it. I have a letter from ************************ stating I owe $315.80. I told**** I had paid for the three and never received the last one. *** indicated the post office said I received all of these. I admitted that I received three and these were paid for. I explained the fourth never arrived and they say since the post office said it was in my mail box I received it. I explained it could have gotten in someone else's mailbox. I was told I must find my checks from 2011 to prove I made payment. I thought this was taken care of more than a year ago and here is another letter. I finally agreed to make $50.00 payments until I can find my checks. We had a flood in our home and our file cabinet was ruined and thrown out. I don't appreciate the continued harassment from this company, the lack of a phone number to talk to them directly, and the fact that I am having to pay for something that was already paid for or that I did not receive. Terrible company to try and do business with!

Desired Settlement: That I do not pay for the three trains I already paid for. I will pay for the train I did not receive to get them off my back. To ensure they never send me any information again.

Business Response: ********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************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Final Consumer Response /* (3000, 7, 2013/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I need to contact my bank and get copies from 2010 and 2011 to prove I paid for these. Also, I wrote notes on the bills when I sent them back. This is the first time I have heard that Hawthorne Village believes I owe over $300.00. It's been over two years and they are just now contacting me? I am sending any train piece I have back to Hawthorne Village. I don't want to ever hear anything from them via mail, email, or phone. They are terrible to work with and don't keep appropriate records. Final Business Response /* (4000, 9, 2013/11/11) */ *************************************************************************************************************************** We are in receipt of your e-mail, dated November 11, 2013, regarding ************ rebuttal comments. First of all, as you can see on our previous attachments this is not the first time we have tried collecting these debts from **********. We sent invoices regularly for 6-7 months, on each shipment, before the account was turned over to collections. Only after receiving no response whatsoever, was the account turned over to collections and reported to the credit bureau. Secondly, all of these shipments are OUT OF WARRANTY, and we MUST insist that ********** contact us immediately before returning any merchandise. At this point, we are NOT AUTHORIZING any returns, and we will NOT accept them. However, if ********** contacts me directly to discuss the matter, we may reconsider accepting the returns. Lastly, we assure you our records are VERY ACCURATE and as you can see by the attachments, they are INDISPUTABLE. We assure you that when ********** contacts us directly, we will work with her to come to a reasonable resolution for all concerned. As stated in our previous response, my contact information can be found below. ****************************************

11/5/2013 Problems with Product/Service
10/28/2013 Problems with Product/Service
10/28/2013 Advertising/Sales Issues
10/28/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have ordered several items with this company. Since then I receive an abundance of advertising for other items, anywhere from 5-8 envelopes A DAY, which is the bulk of my mail. I notified them on several occassions that I do not wish to receive these advertisements. I explained to them that when I see something I want off their site, I would order it then. I am so tired of receiving these advertisements jamming my mailbox up. I don't even open them, just throw them in the garbage. I have been tempted to send all of them back to them. They even send me advertisements on items I am not interested in. And these are not small envelopes either. All I am asking is that they quit sending me their advertisements and let me order when I see something I want. I don't need all this JUNK MAIL!!!!!!!!!!!! Product_Or_Service: Several items

Desired Settlement: DesiredSettlementID: Other (requires explanation) To QUIT sending me all this advertisements!!!!!!!!!!!!

Business Response: ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************ We are in receipt of your e-mail, dated October 17, 2013, regarding *********'s complaint. Of course, we were very sorry to learn that ********* no longer wished for us to advise her of new products issued by The Bradford Exchange. And, as she requested her account had already been previously coded to prohibit future mailings back on May 30, 2013. So, we were very surprised to hear that she is still receiving our advertisements since they should have ceased within 6 weeks from the above date. We wish to assure ********* that we will investigate this matter further, and find out why our advertisements are still being generated to her address. In the meantime, we have re-entered the encoding on her account to prohibit these mailings. Please note that it may still be possible for her to receive some advertisements for the next 10-15 business days, although the amount should be substantially less than it was. All mailings should cease by mid to late November. We sincerely apologize for any inconvenience, and appreciate *********'s patience with us while we investigate the matter. If she has additional concerns or questions, please instruct her to contact me at the number below and I will be happy to assist her. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ******************************************* Final Consumer Response /* (450, 8, 2013/10/28) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:

10/21/2013 Problems with Product/Service
10/15/2013 Problems with Product/Service
10/7/2013 Guarantee/Warranty Issues
10/2/2013 Problems with Product/Service
10/1/2013 Billing/Collection Issues
10/1/2013 Problems with Product/Service
9/30/2013 Advertising/Sales Issues
9/27/2013 Problems with Product/Service
9/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a ********** Holiday express train collection in June 2013. The advertisement stated that 3 shipments would be sent and I would be charged 79.98 made in 3 easy payments of 23.33 plus 9.99 for postage. It also showed a three train collection with free tracks and a free power pack. I had made my first payment of 26.66 by check and received my first shipment, so I mailed another 26.66 by check and was awaiting my 2nd shipment- I called the customer service number to check the status of it. I was advised that I would need to make the next installment payment and they would sent the 2nd and 3rd shipment. I made the final payment in July by check and received a 2nd shipment but was awaiting a 3rd and final one to arrive. I then received an invoice in the mail stating I owed 79.98 for an Old Time Lighted Combine Car which I did not order. When I called the customer service number, the cutomer service rep ****** told me that I would have to pay 79.98 before that shipment would be sent. She also stated that the invoice that I received was for the ********** train set. I told her that I had understood it to be a 3 shipment collection totaling 79.98. I told her to cancel and she stated that I would not get the last train car with power pack to complete my set. I thought I had already paid for this set so I asked her to send me return shipping labels as I thought paying that much for a train set was ridiculous and the advertisement misleading. My account number is XXXXXXXXX and order number is X XXXXXXXXXXXX.

Desired Settlement: I would like a refund sent after I return the 2 shipments that I received. I will not order from them again and would not recommend them to anyone else

Business Response: *************************************************************************************************************************************************************************************************************************************************************************************************************************************************** We are in receipt of your e-mail, dated September 9, 2013, regarding ************ complaint. We respectfully disagree with ************ conclusion that the advertisement for the *********** Holiday Express Train Collection" is deceptive in any way. It is our belief that when the advertisement is read in full the pricing structure, as well as shipping intervals, is very clear on what the buyer can expect when subscribing to the collection. Our records show that ********** contacted our Customer Service Department on July 16, 2013 regarding the status of her collection, at which time our representative explained how the series works with regards to pricing, when the next shipments would be made and the approximate number of issues in the collection. A short time later, on September 9, 2013, ********** contacted us again to request authorization/instructions on how to return the shipments received, and to cancel her subscription. Our records show postage paid return labels were mailed to her on the same day, and her subscription was canceled as requested. We assure you, as soon as the returns are received, ********** will be refunded in full for everything she has paid to date. According to our records, she should expect to receive a refund in the amount of $79.98. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. Sincerely, ***************************** Final Consumer Response /* (3000, 7, 2013/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The train set that I ordered was through the mail and the description only explained about the 3 shipments and It appeared to me that it would take installments of 26.66 after which each shipment would be mailed. This was quite different than the one online which explains about the issues. If I would've seen the one online first I wouldn't have ordered as I only wanted a small set and thought that 79.98 was a reasonable price. This was not explained accurately to me when I called as I talked with 2 different people. The first rep told me that my second and third shipment would be mailed after I completed my final installment which I agreed to Final Business Response /* (4000, 9, 2013/09/25) */ ****************************************************************************************************** ************************************************************* We are in receipt of your e-mail, dated September 17, 2013, regarding ************ rebuttal comments to our response. We respectfully disagree with ********** that the advertisement for the *********** Holiday Express Train Collection" did not include the information regarding the pricing of each issue in the collection, and have attached a copy of the advertisement for your review. Please notice we have highlighted the areas which contain this information. It is our opinion that ********** simply misread this information, or did not read the advertisement in full. We apologize for any misunderstanding, but it is our belief that when the advertisement is read in full the pricing structure, as well as shipping intervals, is very clear on what the buyer can expect when subscribing to the collection. In addition, our review of the transcripts from the recorded conversations shows that all of the agents ********** spoke with did explain the payment structure, as well as the shipping interval, to her in full detail. On all occasions ********** indicated she understood the explanation, although she did not agree with it. She also indicated she would have to think about whether or not to keep the shipments, and continue with the collection. Our records show that she decided to cancel the subscription, and that both returned shipments have already been received. Please be assured that a refund check has been requested for the first shipment of the "Locomotive and Tender." ********** should expect to receive a refund check in the amount of $79.98 within 7-10 business days (not including weekends). As always, thank you for bringing this matter to our attention. Sincerely, ****************************

9/16/2013 Billing/Collection Issues
9/10/2013 Problems with Product/Service
9/10/2013 Billing/Collection Issues
9/6/2013 Advertising/Sales Issues
9/6/2013 Guarantee/Warranty Issues
9/6/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On Sunday 7/28/13 I ordered buy 1 get 2nd box free for personal checks.(I still have the ad)The total was $12.39. $6.99 for the checks.$2.45 for the ******** and $2.95 for their service&handling charge. After placing the order I noticed it was only showing one box of checks. I called them the next day and spoke to *****,who told me it doesnt work unless you hit the check box for two boxes of checks. He told me he would correct my order and that I would owe for the********* and the service&handling fee which is $5.50. I noticed on my credit card,I was charged on 8/02/13 $12.39 and again the same day for another $16.34. they did give me a credit of $6.99 on 7/31/3013. Therefore they still owe me $9.35. I called today and spoke to the person who sits next to *****(I forget his name)he told me they are charging me the $9.35 for changing my order(meanwhile it is supposed to be buy 1 get 2nd box free). This is not only unfair, it is a rip off. I honestly believe they have it set-up this way to steal from people. I would appeicate any help you can give me. Sincerely,***** ***********

Desired Settlement: I would like a refund of my $9.35 cents. I believe they should have my review on the BBB for others to know of their intentions before they buy from them.

Business Response: Business' Initial Response /* (4000, 9, 2013/08/26) */ **************************************************************************************************************************************************** *************************************************************************************************** We are in receipt of your e-mail, dated August 23, 2013, regarding ***************** rebuttal to our response. The total refund issued to date is $10.94. This total represents the charge for one box of checks in the amount of $6.99, and the phone fee of $3.95. In the interest of good client relations, we have issued an additional refund of $5.40 for the handling fee and ********* of the "free" box of checks. We trust this resolves the issue for ***************, and that she is satisfied with receiving a total refund of $16.34 for the second box of checks received. If *************** has any further concerns or questions regarding this matter, she can contact me directly at the number below. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. ****************************************************** Consumer's Final Response /* (3000, 7, 2013/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still believe the total they owe me is $9.35. it is misadvertisment. nothing on their website states that you have to click on two boxes of checks to get the second free. If I knew they were charging me for the phone call to add to my order I would have just canceled the whole order.They perfer to lose a customer then do the right thing. I will never use their company again and I will pass on to everyone what kind of business they are.

9/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Prdoduct (collectible called******************** ordered and first payment installment of 22.98 sent. Received product and was dissatisfied and returned. Company received product on 7-17-13, and states refund check was mailed out on 7-18-13. I never received check. Contacted Company, who states "oh, it must be lost in the mail, we cannot do anything until 30 full days have passed". I was advised that a new check would be requested on X-XX-XX and a replacement check sent out. It is now X-XX-XX and I still do not have my refund check. I have sent one additional email recently, and that email is being ignored. They are treating me like I am a pest and a bother. All I want is my refund (which I am entitled to) and I will go away. I want nothing more to do with this company. I find it puzzling that since all this started, they have had NO TROUBLE sending me more invitations to order more products, BUT they cannot get my refund to me! I am at the end of my rope with this situation, and I need help. PLEASE.

Desired Settlement: I

9/3/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When I completed my order for $6.99 for 1box of check plus 1free box w/free shipping instead of my total being $6.99 it was $38.60 when I called cust svc they told me the difference was because I was a returning customer..so I was being penalized for being a repeat customer...this is ridiculous...she told I could get 1 free box if I ordered 3 boxes and my total would $94.80..this company has deceptive advertising...I would never ever do business with them again.

Desired Settlement: Just want other people to know how deceiving this company is...and this complaint should be on file with the BBB

Business Response: ************************************************************************************************************************************************************************************************************************************************************************************************************************************** ***************** We are in receipt of your e-mail, dated August 21, 2013, regarding ************* complaint. We respectfully disagree with ************* claims of deceitful advertising regarding the special Buy One, Get One Free offer for Bradford Checks. We have attached the offer *********** attempted to use on-line. As you can see, this offer is a "Limited Time Offer for New Customers" as indicated in the upper right-hand corner of the order form in advertisement. Our records show that we had previously received an order, in *******************, at the above address approximately 2 years ago. As it was not the ********* first order for Bradford Exchange Checks, the offer that *********** attempted to use on-line was not valid, and the pricing ultimately offered was for reorder customers. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. ******************************************

9/3/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: using mail order form from the newspaper for checks. Instead of them using the account 7 routing numbers listed under name & address on form. They use the numbers from the check, I used to make payment, which was closed shortly after so now we have 300 checks that we can't use. We called on the phone several times to correct the problem, but they have been unhelpful. Support to send us back a copy of order form but it never came. I believe they are trying avoid us because they realized they did make the error.

Desired Settlement: either sending me checks with the correct routing and account numbers because I still need to get them from somewhere or full refund for what I paid them.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/21) */ *************** *************************************************************************************************************************************************************************************************************************************************************************** We are in receipt of your e-mail, dated August 12, 2013, regarding ********** complaint. Our records show that we received an order for 2 boxes of Bradford Exchange Checks in the ******** and ***************** check design on June 25, 2013. The ad from which ******** ordered her checks instructs potential buyers to include a voided check and deposit slip when ordering. ******** did not do this, and therefore, her order was processed with the information taken from the check she sent in for payment. Our records further show that ******** contacted Customer Service department to inform us that her order had been printed incorrectly and stated that she included the correct routing number and account number on the order form. As she requested, a copy of her original order was sent to her. We have attached a copy to our response for your review. In the meantime, as a matter of good client relations, we will be happy to arrange for ******** to receive a full refund or corrected checks. Please instruct ******** to contact us************** and ask to be transferred to ext.*****. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. ****************************************

9/3/2013 Problems with Product/Service
8/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered***************** Super Bowl************** Collection (************ XXXXXXXXXXXX) on 20 Feb 13 paying for delivery for the first part of a three part collection. The order was backordered at least two to three times. I went to their web site today,7 Aug 13, and there is no record of me even placing an order. On 31 *** 13 they sent me an e-mail notification saying "For your convenience we have reinstated this order for you so you are no longer required to send in the card to keep your order active. If you do wish to exercise your right to cancel the order please contact us by email." To this day they are still selling the collectors' set but they do not warn potential customers that the train is not available ***********************************************************************************************************************************

Desired Settlement: If they can't provide the first set of the train collection NOW; then I want my money back. My kids and wife are rabid Ravens fans and they still want the train.

Business Response: ************************************************************************************************************************************************************************************************************************************************************************************************************************************************ We are in receipt of your e-mail, dated August 8, 2013, regarding ************ complaint. Our records show we received his request reserving the entire **************** Super Bowl Champion ******* Train Collection in February of this year. However, we were notified shortly afterwards of a delay in shipping the Locomotive, the first issue in the collection. In an effort to keep our customers updated on the status of their order, our records indicate that we mailed a notification alerting ********** of production delays in shipping his order for the "**************** Locomotive." We wish to apologize to ********** because it appears that due to human error his order was canceled, instead of being reinstated as indicated in our e-mail to him on May 13th. As it is our policy not to charge credit cards until after shipment has been made, we assure you and ********** that he has not been charged for his order. We wish to apologize for any inconvenience this may have caused **********, and as a matter of good client relations, we would like to extend an offer to re-enter a new order, with a $25 credit on the first shipment in the collection. The good news is we have just been advised that the production difficulties have been resolved, and the "**************** Locomotive" is due in our warehouse in late October. We respectfully request that ********** contact us directly to let us know if he wishes to have us reinstate his order. Our toll free number is************** our hours are 7:00 am to 6:00 pm, Monday through Friday. For the best service we encourage you to call Tuesday through Friday between 8:00 am to 12:00 pm and 2:00 pm to 6:00 pm (CT). Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. ****************************************

8/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have contacted the company 5 times in the past 8 months. We purchased a ***************** Village in November 2012. The product never shipped and was charged to my credit card. A second phone call in December 2012 we were told the product was shipped. January 2023 we were told the product did not ship and was out of stock. Calls four and five were to question when the product would become available. No answers. Our final conversation we were promised by a supervisor our product had shipped. Three more months, and we still have not received the product.

Desired Settlement: We would like the product we purchased, and have been promised for 8 months. And would appreciate an explanation for our wait, the misinformation, and why we were continually lied to.

Business Response: ****************************************************************************************************************************************************************************************************************************************************************************************************************************************************** We are in receipt of your e-mail, dated August 5, 2013, regarding **********' complaint. According to our records, ********** placed an order for the ******************************* via the Internet on November 23, 2012. At the time she placed her order, she provided credit card information for billing purposes. Our records indicate that due to the depletion of our allotment, the product was placed on back order, and we mailed a notification alerting ********** of a delay in shipment. This notification alerted ********** that her order would automatically be canceled unless she returned the reinstatement form indicating that she wished to retain her rights to the product. We did not receive the reinstatement form by the return date; therefore, **********' order was canceled. Given that ********** gave her credit card information for this order, since it did not ship her credit card was never billed. However, further research shows that ********** contacted Customer Service on August 3, 2013; placed a new order for the ******************************* with expedited shipping and we are pleased to inform you that her order was shipped on August 6, 2013 via**************** Standard Overnight Delivery. The tracking results show delivery was made on Wednesday, August 7th at 1:06pm. **********' credit card was charged for the first installment payment of $40.65 on August 7, 2013; the remaining five installments will be charged on a monthly basis as agreed to on our webpage. Please instruct ********** to contact us directly if she needs further assistance regarding this matter. Our toll free number is************** our hours are 7:00 am to 6:00 pm, Monday through Friday. For the best service we encourage you to call Tuesday through Friday between 8:00 am to 12:00 pm and 2:00 pm to 6:00 pm (CT). Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. ******************************************

8/26/2013 Problems with Product/Service
8/26/2013 Guarantee/Warranty Issues
8/26/2013 Delivery Issues
8/23/2013 Billing/Collection Issues
8/21/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Back in March 2013 I got a bill from Bradford Exchange Online for an item I did not order or received. I wrote the company to clarify/investigate the bill but got no response. Later received another bill for same item and again wrote them trying to get error bill resolved. I still got no response. The August 10,2013 I received a bill for the item in question from ********************* collection agency.

Desired Settlement: I want this bill to be removed from collection agency and investigated for possible identity theft.

Business Response: Consumer's Final Response /* (2000, 7, 2013/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/19/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I went through the entire order online and there was no where listed that I would be charged an additional Service & Handling fee that I could see. After seeing that they also charge $11.80 that was unlisted I immediately contacted them via email. They simply responded that " Required Service and Handling is a printer's processing fee to cover the cost of setting, processing and packaging your checks and accessories for delivery to you." However, it is an EXTREMELY unfair practice not to show full charges until the order is placed through. I replied pointing out their unfair practices and they did not respond to the email.

Desired Settlement: I would like to be refunded the service and handling charge. When placing my order handling was supposed to be free and this was an unlisted charge. I would also like to see that this fee is made available in an obvious spot so people know when placing their orders online.

Business Response: *********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** We are in receipt of your e-mail, dated August 1, 2013 regarding ************* complaint. We are sorry that *********** did not understand our service and handling fee. The service and handling fee is listed on the ''Review Your Order'' page on our website. *********** had an opportunity to review the items in her shopping cart before submitting her order. *********** contacted our call center in July and our representative was going to adjust the billing as a courtesy to her. We will follow up on the adjustment and if a credit was not processed, we will process one promptly. However, this is a one time accommodation. Thank you for bringing this matter to our attention. Please do not hesitate to contact us if we may be of service in the future. *******************************************

8/12/2013 Problems with Product/Service
8/12/2013 Problems with Product/Service
8/12/2013 Problems with Product/Service
8/9/2013 Billing/Collection Issues
8/5/2013 Problems with Product/Service
8/5/2013 Problems with Product/Service
7/30/2013 Problems with Product/Service
7/29/2013 Problems with Product/Service
7/22/2013 Problems with Product/Service
7/16/2013 Advertising/Sales Issues
7/15/2013 Problems with Product/Service
7/15/2013 Problems with Product/Service
7/8/2013 Problems with Product/Service
7/5/2013 Problems with Product/Service
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6/24/2013 Problems with Product/Service
6/24/2013 Problems with Product/Service
6/20/2013 Guarantee/Warranty Issues
6/19/2013 Advertising/Sales Issues
6/17/2013 Delivery Issues
6/17/2013 Problems with Product/Service
6/17/2013 Advertising/Sales Issues
6/14/2013 Advertising/Sales Issues
6/11/2013 Advertising/Sales Issues
6/10/2013 Advertising/Sales Issues
6/10/2013 Guarantee/Warranty Issues
6/3/2013 Problems with Product/Service
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5/31/2013 Problems with Product/Service
5/30/2013 Advertising/Sales Issues
5/30/2013 Billing/Collection Issues
5/22/2013 Problems with Product/Service
5/22/2013 Advertising/Sales Issues
5/22/2013 Problems with Product/Service
5/21/2013 Problems with Product/Service
5/21/2013 Guarantee/Warranty Issues
5/16/2013 Advertising/Sales Issues
5/15/2013 Advertising/Sales Issues
5/8/2013 Problems with Product/Service

Customer Review(s)

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Customer Reviews Summary

67 Customer Reviews on Bradford Exchange, Ltd.-The
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