Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:30/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered shoes from Stonz on December December 5th. On December 10th it was shipped and did not arrive until December 23rd because the package was "lost in transit". When the package arrived, they sent me the wrong item (wrong color - pink instead of green).I contacted customer service who refuse a refund until I return the wrong color, and they have been 1 week delayed to send me a return label. The customer service department had the audacity to suggest I drive over the item to their return location in ***********, and would not transfer me to a supervisor - saying they dont have a means to do that or even offer a call back. Frankly, it should be their responsibility to pick up the item rather than me needing to drive to a return location or mail drop off since this is entirely their mistake. The entire experience of this purchase has been very disaappointing, from a basic customer respect position. They refuse to refund. The customer service is extremely poor, and needless to say, I would like to warn everyone about their business practices.

  Business Response

  Date: 08/01/2025

  hi - we fully understand your position and it was a result of incorrectly communicated information from our carrier.  We called the customer so we could speak personally.  We have refunded the customer and i believe she feels better about what happened.

   

  Thank you

  ****

• Initial Complaint

  Date:11/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear officer,I made an online order from Stonz on November 21 that I bought rain boots for my son. My order ID is ******. It was a sale, and the price was *****. When I found the sale page showing 30-day returns( product page attached), I decided to buy it online. However, when I tried boots for my son, I found it was too small for his fat feet. I contacted Stonz customer service to return. She refused to return for me because the sale product didn't support return( email page attached). I think Stonz misled customers, and it is a kind of *****.

  Business Response

  Date: 11/12/2023

  hi - i appreciate that you saw on the actual sales page the 30 day returns.  Although this had conditions associated with it this should not have showed up here on all sales links.  Any merchandise on sale was final sale.  We will change this for the future and any future sales we run.  We didn't realize this would be on each page and cause this confusion. We will change this right now as well.

  For your situation - we will offer you a refund if we receive back the goods in a condition that will allow us to re-sell them.  This is per our usual conditions of tags on, box in good shape and goods never used or showing any signs of wear.  

  Also you may want to note - the size could be too small due to your choice of liner.  You've chosen a liner that is larger than your boot which isn't how we have sized our rain boots when used with liners.  Should a liner be chosen it needs to be the same size of the boot.  For example - if you choose a size 4T boot you need a 4T liner.

  Hope this helps and thank you for trying Stonz.

   

  Keep warm,

  ****

  Customer Answer

  Date: 11/12/2023

  
  Complaint: ********
  
  I accept the solution, but please send me the return slip to my email first.

  It can save us much time for both of us at next step communication before close this case.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 13/12/2023

  Hi there. We have agreed to waive our no returns policy for sale items in your case. The return will have to abide by our 30 day returns policy.  Our ************************************************************************************ *********** ******* at their own expense.  Stonz has already paid the cost of shipping of the items to be delivered to the customers location.
  

  It states in our return policy that the customer must return the items at their own cost and responsibility to our i2i warehouse.  
  

  Once the goods have been confirmed as returned to us with tags on and in resale-able condition we will process the refund. 
  

  Best,

  ****

  Customer Answer

  Date: 15/12/2023

  
  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.

  I have sent my pakage back using ************ The tracking No. ****************. Please track this pakage and proceed my return.
  
  Sincerely,
  
  *********************