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Business Profile

Online Retailer

Design A Stone

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 39 total complaints in the last 3 years.
  • 13 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/08/2025

    Type:Delivery Issues
    Status:
    Answered
    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 purchased a stone from this business on 12/8/24. The stone arrived on 12/14/24. Upon opening the package, the stone was damaged (chipped). There was no damage to the box and no "chunks" of material from the stone in the box, so the stone was damaged prior to packaging.
    I sent an email on 12/14/24 to their customer service team. I received an email response asking for photos. I immediately sent the photos and have yet to hear back. I have reached out multiple times on the original email thread, reached out via "contact us" on their website, reached out via ******** messenger, and sent a new email with the original pictures with no response. When I reached out via messenger, I had someone respond stating I needed to email again as they didn't receive the original pictures from the 12/14 email. I sent a new email on 1/1/25 with pictures attached and then took screenshots of the email and sent it on ******** messenger. According to messenger, the message was viewed by the business and no one has responded. I have since sent multiple messages via "contact us" on their website, leaving my email and phone number and have heard nothing! The stone was over $300. I just want them to stand behind their product!

    Business Response

    Date: 01/19/2025

    I apologize for this as sometimes they do get damaged in shipment.   I have processed a replacement to be shipped out.  You will receive e-mail confirmation of that along with an e-mail when it ships of the tracking.  The original stone once installed since it is on the bottom it will not be noticed and you can keep it. 

  • Initial Complaint

    Date:12/23/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    We bought a stone for my son for Christmas. It was packaged incorrectly and the stone was damaged. We sent pictures and multiple emails to Design A Stone and they will not get back to us. I posted a picture of the stone on their ******** website and they immediately deleted it. we are wanting them to either fix the stone we have or to send us a new one but they don'teven have the courtesy to get back with us.

    Business Response

    Date: 12/23/2024

    A replacement has been processed and being sent out.  

    Customer Answer

    Date: 12/25/2024

    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.

  • Initial Complaint

    Date:12/04/2024

    Type:Delivery Issues
    Status:
    Answered
    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 purchased a Design a Stone on August 5th, 2024. The product was shipped to the wrong address and i never received it. i contacted the company asking them to replace the product and send to the correct address. I notified them that many times packages were delivered to another similar address in the neighborhood but they did not respond. I then asked for a full refund and they have ignored my requests. I want a refund for the money i spent $248.04.

    Thank you for your help.

    Business Response

    Date: 12/05/2024

    A replacement was sent to the correct address

  • Initial Complaint

    Date:11/21/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Ordered custom address stone, one number was messed up with the painting and company refuses to
    Acknowledge any emails I have sent with the picture.
    They claim they have 100 percent satisfaction , then ignore the issue or any resolution request.
    I am looking for a credit adjustment since they do not offer exchanges at all

  • Initial Complaint

    Date:10/24/2024

    Type:Product Issues
    Status:
    Resolved
    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 an engraved stone to be used as my wife's headstone. I sent them an order that showed how I wanted it engraved. I received the stone in a few days, and it was not engraved the way I specified. It looks awkward and is not attractive. i contacted them right away and they responded. I sent them a photo of what I received, as well as a picture I saved from their website that showed how it was supposed to have been done. They didn't respond, although I have sent them numerous emails and also have attempted to call them. They don't answer their phone and don't return messages.

    Business Response

    Date: 10/25/2024

    A replacement has been processed.  You will receive email confirmation

    Customer Answer

    Date: 10/30/2024

    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. Although the new replacement item has not been shipped to me yet. If not received in a few days, I will ask that the complaint be re-opened.

  • Initial Complaint

    Date:08/16/2024

    Type:Delivery Issues
    Status:
    Answered
    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 two etched rocks about $185.00 a piece. I was very specific of the two locations they were to be sent to. The company screwed up the order by delivering the items to the wrong locations. I’ve attempted to reach out to them, but no response.,

    Customer Answer

    Date: 08/22/2024

    I was able to go to the wrong delivery house and learned that the rock was damaged. I attempted to contact the company asking for a replacement or a refund. I have not received a response.

    Business Response

    Date: 09/19/2024

    I have attached a screen shot showing replacement orders were sent out and delivered at zero cost. 

  • Initial Complaint

    Date:08/13/2024

    Type:Product Issues
    Status:
    Answered
    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.
    We ordered a stone for our address and was sent a proof; which we approved.
    What we received was a different color and the text is small and crooked.
    We ordered the tan one and received a dark gray stone (photographs are attached).

    The company has failed to return multiple emails or respond in any way.

    Business Response

    Date: 09/04/2024

    Just the standard stone on sale at the time was what was purchased.  If a custom stone was desired that is a different price and process.  The stone that was ordered was delivered.

    Customer Answer

    Date: 09/05/2024

     I am rejecting this response because:

     

    Clearly in the notes the company made, the Customer wants a Beige Stone were not adhered to and the proof we received was on a beige stone.  There was not mention of us accepting a Gray Stone.  We were offered a discount only because they wanted to close the sale.  Not because of the color of the stone or the crooked print of the address,

     

    We would like a stone the Color of Beige as ordered and for the person doing the layout to be more aware of the text line so that it is straight.

    Thank you,

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


    Business Response

    Date: 09/11/2024

    The stone that was ordered was received.  If you would like another stone in another color we can offer you 50% off.

    Customer Answer

    Date: 09/14/2024

     I am rejecting this response because I do not want a 2nd stone

    Please just credit account 50%

    Thank you,

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


  • Initial Complaint

    Date:08/07/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Hello. I ordered an address stone from Design A Stone on July 8, 2024 and received the stone on July 15, 2024. The stone arrived messed up. The numbers and letters are not straight and very obvious. It also has odd white markings all over it. I immediately contacted the company for help with my issue. I didn’t receive a response so followed up a few days later. I received an email asking for photos which I already provided in my initial email. Once I resent I didn’t hear back. I followed up every day. It’s been over 3 weeks and I have not been able to get help. I also contacted the business on ********* since they are very active on that platform. I was immediately blocked. It’s very obvious they refuse to help even though they sent me a damaged stone. All I want is a replacement stone or my money back. After reading other comments/ complaints on BBB, I realized this is a common issue with this company. I’m hoping you can help resolve the issue. Thank you.

    Business Response

    Date: 08/13/2024

    We would love to send a replacement to make sure you are satisfied.  However before the product was delivered you cancelled payment.  So until that is resolved we are unable to provide a replacement. 

    Customer Answer

    Date: 08/13/2024

    At this point I do not want a replacement. I would like the refund. It took over a month to get a response. In all my previous emails I asked for help and for a replacement. However, I was repeatedly ignored and blocked on your ********* account. You only offered now because I contacted BBB. 

    Business Response

    Date: 09/04/2024

    After the customer purchased they cancelled the charge on their credit card.  So the money has been returned to the customer so we are unable to resolve this.

  • Initial Complaint

    Date:07/31/2024

    Type:Billing Issues
    Status:
    Resolved
    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 placed an order and within 90 minutes reached out to customer support to request a change. ******** at DAS said they could cancel the first order and I could do a new order for the stone I wanted. They shipped and billed me for both stones when they said they would
    Cancel. Emails are attached with order number and amount.

    Business Response

    Date: 08/01/2024

    I just checked and this has been corrected and refunded.

    Customer Answer

    Date: 08/06/2024

    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.

  • Initial Complaint

    Date:07/05/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    On June 24, 2024, I order an address stone. On June 29, 2024 I received my package and the address stone that I received was beautiful however it had a missing piece of stone at the very bottom about 1 1/2 inch high and was showing the plastic rod insert (I believe it was plastic). On Sunday June 30, I sent a message to the Design A Stone via their website and within a few hours I received a reply from someone named ******** that asked me send a photo so "our team will then be abel to coordinate and resolve the issue". I promptly sent the requested photo. I never heard anything back from them on Tuesday July 2 sent another email and no response, on Wednesday July 3, sent another email. I also sent a message through ******** messenger on July 2, and received no response, and also tried to call via ******** but no answer. I also posted under their ******** page a couple post and no response.

    Business Response

    Date: 08/05/2024

    I am very sorry for this.  I will speak with our customer support team and get a replacement sent.  Thank you

    Customer Answer

    Date: 08/10/2024

    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.

This business is not BBB accredited.

revoked BBB accredited business seal

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

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