Mark & Graham Reviews

If I could give negative 5 stars I would. Please read this before your purchase. THE ABSOLUTE WORSE CUSTOMER SERVICE IN THE WORLD!!!! Do not order from this company. The merchandise comes in wrong, they incorrectly bill you, it's impossible to get anyone to help you. NEVER, EVER AGAIN WILL I ORDER FROM THEM.

I too should have read these reviews. The worse customer experience. Went to place an order on their website. Tried once and order never went through. Went back a second time and their system defaulted to an old address where the item was shipped. By the time I noticed and asked for the item to be sent to the correct address, they basically said too bad. Never again. They lost a customer and I will let everyone I know to never order from this company Shame on them .

I wish I would have looked at Mark and Graham reviews before purchasing from them. I ordered the "Travel Trio", did not get monogramming because I wanted to be able to return it if it wasn't what I wanted. I received my items today, didn't love them so got online to return--and got the notice "not eligible for return". When I call customer service they told me that because the price "ended in $.99" it wasn't eligible for return. I went back on the site to see if there was ANY indication of that--and guess what--in TINY writing at the bottom of the cart, it did say that. Most websites let you know in big red letters when something is final sale--not this! They did offer to give me credit for my items but I don't want to get anything else from this company so I will keep (will probably go to the resale shop...). Buyer beware with this company!

I purchased two overnight bags along with a carrying case, to match a vintage luggage set I already own. Much to my dismay, the caring case is incredibly cheaply made of plastic, and the disposability of the carrying case is visible from the moment you lay eyes on it. It will last months, at the most, unless I never use it; unlike my vintage set. The second problem is when I placed my order I paid for shipping, so imagine my shock and surprise when I went to pick up my package from the post office I was told that I have to pay for shipping again. This is my first and certainly my last interaction of any kind with this company. Their products are okay to look at and are completely disposable. I do not even like to use disposable napkins; I certainly have no use for a disposable luggage. And, there appears to be some significant ethical problems in their operations. Otherwise simply known as thief.

Quality is terrible for the price you pay. $12.50 for personalization and I could’ve made a better monogram with markers and printer paper. I was so so excited to receive it and it came in so quick! The monogram is a printed sticker and the printer must’ve been running out of ink because there’s horizontal lines all across it. The sticker is crooked and off center. I’m so disappointed. There’s no way to return the item or leave a review. Wish I would’ve read these before. DO NOT ORDER FROM THEM.

The WORST customer service. No one picks up the phone, AND they sent a defunct shipping label. They sent me a double order by mistake and charged me double. I can't even return this item if I wanted to! NIGHTMARE DO NOT ORDER FROM THEM!!!

I purchased the Terminal 1 checked luggage with monogram. I was excited when I opened the box only to see stickers for my monogram that were scratched up and coming off. I emailed customer service with pictures and every single rep I spoke with acted like it was no big deal and flat out REFUSED to refund the amount for the monogram. They finally said they would send me an e-credit but I will never shop there again. I had to call in and got that rep to agree to turn in the e-credit for a check but she acted like I was killing her dog and kept saying it would take 4-6 weeks. She even said to me, twice, “in case you didn’t understand me, it will take 4-6 weeks”. The reps were all very rude, especially this one. I wish I would have read the reviews first. They all complain about customer service and the quality of the monogram. I wish I could post pics. I could have gone to a dollar store, bought better looking initials (it looks very different in person than what you see on the website) and done it myself. It’s only a $13.50 refund but at this point it’s not about the amount, it’s just because they suck. Also, the luggage is smaller than the average checked bag and there’s so much fluff inside that it takes up about a fourth of your packing space. You can only pack for 3 days, 4 at most if you pack really light.

Wish I had read all of these reviews prior to asking my mother-in-law for a robe for Christmas. I cover my husband’s robe I got him from Brooks Brother’s, and Mark and Graham’s seemed comparable. It is NOT.

The fibers in the robe started falling out as soon as I tried it on…before even washing it. The monogram was small and ugly. And my first reaction was that it felt like a cheap washcloth, not a $180 robe. My husband’s is this thick, luxurious terrycloth.

Two stars because I thought there would be no way they’d help me on a gifted monogram item, but I emailed customer service and they were indeed helpful. They’re going to replace the robe (although I realize now I’ll probably have the same issue).

I have a couple of Mark and Graham items and I'm getting ready to purchase another. I have one of their leather totes and it is very nice quality, I love it and it has held up well. I get lots of compliments on it. I purchased a small leather pouch with a clear plastic front and had it personalized, which was a vinyl applique on the plastic. After a few months the personalization started to peel off. I reached out to Mark and Graham and was able to return it and get something else. I got a fully leather pouch and it is beautiful and has held up really well. I would highly recommend Mark and Graham products and will definitely be making more purchases for them.

I've purchase three Terminal 1 luggage…

I've purchase three Terminal 1 luggage and 2 Zip Front Carry-On.
The second 2 Zip Front Carry-On I purchased the zipper inside was broken. I sent it back twice to Mark and Graham to fix or send me a new one and BOTH TIMES THEY SENT ME BACK THE SAME CARRY ON.
I called customer service and they told me I can keep the $300 carry as is and they would give me a $59 dollar credit.
An absolute disgrace. I will never purchase anything from them again. Please save your money and don't shop at Mark and Graham.

Thank you,
Cindy Reyes

I've purchase three Terminal 1 luggage and 2 Zip Front Carry-On.
The second 2 Zip Front Carry-On I purchased the zipper inside was broken. I sent it back twice to Mark and Graham to fix or send me a new one and BOTH TIMES THEY SENT ME BACK THE SAME CARRY ON.
I called customer service and they told me I can keep the $300 carry as is and they would give me a $59 dollar credit.
An absolute disgrace. I will never purchase anything from them again. Please save your money and don't shop at Mark and Graham.

Thank you,
Cindy Reyes

Bought a Mercer waxed canvas duffle bag with "soft leather handles" that are clearly synthetic material. Lining color not same as shown, either. Did get a very nice agent who partially refunded to match the sale price that appeared day before my bag arrived but still paid way too much for a canvas and vinyl item. Lesson learned.

I ordered a customized item and a few days later they emailed me saying the item was now unavailable and they cancelled my order.

I called customer service to see if they could direct me to a replacement, and the woman said I just had to order something else. The item I purchased is still available online for order.

Wish there was an option for 0!!
Ordered luggage etc for a trip. Never even processed the order!!! Now all New Years sales are over and have to pay full price elsewhere for similar item! Will NEVER shop this brand ag!!!

AWFUL company & customer service.. ordered a $400 custom briefcase for my husband which broke after 1 use - it was replaced and the replacement broke after 1 use, in the same exact way. Impossible to get in touch with anyone at Customer Service without waiting on hold for hours only to be told since the item was personalized it is non refundable. HORRIBLE business practices.