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Update by user Jan 22

After posting the issues with my order, I quickly received a response from Mark and Graham that they were looking into it and would get back to me. Again, very quickly, I received another email from Sharla, their Social Media person, saying that they would issue a gift card, good in any of the Williams Sonoma family of stores, for half of the value of the item I purchased.

More importantly, I received an apology and her word that she would mention my suggestions to management. The gift card arrived today.

Original review posted by user Jan 09

I ordered a monogrammed (MW) robe for my daughter on Black Friday. It seemed easy enough to do online and they offered to gift wrap- Great?

Right? The package arrived and since it was "gift wrapped", which means typed with ribbon, I did not open it. I told my daughter that it had arrived and she insisted that I open it. Youth sometimes knows better.

I had been shipped a scarf monogrammed HHH. That was aggravating enough, but the next 1 1/2 hours that I spent on hold with customer service was worse. The phone battery died so I called again the next day and after a 45 minute wait, the person hung up on me because she was "attempting to connect me with Mark and Graham" and the call was answered by a Pottery Barn rep. I called again and waited 40 minutes for someone to answer who told me to return the scarf and they would send me the robe.

By the way there is not a return label provided by this company with the order so if you don't have a printer, you have to get UPS to do that for you and they are a bit busy right before Christmas. The robe finally arrived, but I am not likely to forget the wasted hours spent trying to right their wrong. I was amazed to discover that Williams Sonoma owns this company. I have never received someone else's order, from any company, and I have never had such a difficult time getting through on a company's phone line or returning an item.

Just a word of advice, doing what you should have done in the first place and NOTHING else does not generate return customers. The products are not that unique or special and their service is abominable.

Product or Service Mentioned: Mark And Graham Shipping Service.

Reason of review: Problem with delivery.

Monetary Loss: $90.

Preferred solution: Let the company propose a solution.

I didn't like: Total lack of customer service.

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Mark And Graham Verified Representative

Hello- I'm very sorry to hear you had such a hard time with this order and would like to discuss this with you further. I've sent you a private messages with my contact information, I look forward to hearing from you. Mark and Graham Social Media Team

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