Online Retailer
Design A StoneThis business is NOT BBB Accredited.
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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 ComplaintThe 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:06/17/2024
Type:Product IssuesStatus: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.
On June 13th, 2024, I unpacked order #***** from Design A Stone Co. and identified a manufacturing defect in which the position of the PVC tube at the bottom end of the stone has breached the front face of the stone with the material also being cracked, along with material missing. This issue, along with the PVC tube being positioned at a front to back angle within the stone will cause the stone to lean forward when placed on the vertical staked rebar. This manufacturing defect definitely affects the integrity and functionality of the product shipped on order #*****.
The Design A Stone Support Team was notified of these manufacturing defects via e-mail from me on June 13th, 2024 @ 3:42pm along with pictures of the associated defects.
The Design A Stone Support Team responded back on June 13th, 2024 @ 7:03pm simply stating that these defects do not affect the functionality or integrity of the product and if I had any further questions or concerns, to please feel free to reach out to them at my convenience.
I did indeed reach out to them on June 13th, 2024 @ 8:25pm, reiterating the concerns of the manufacturing defects and requested an immediate corrective action plan in regard to replacing the associated product on order #*****. I also provided them with my direct phone # to contact me if needed and also requested direct contact information of the Design A Stone Management Staff if they were unable to further assist on resolving this issue.
I did not receive a reply back from the Design A Stone Support Team and in turn sent a follow-up e-mail to them on June 14th, 2024 @ 10:03am.
I did not receive a reply back from the Design A Stone Support Team in regard to my June 14th, 2024, 10:03am e-mail so I sent another follow-up e-mail to them on June 17th, 2024 @ 10:48am and have yet to receive a response.Business Response
Date: 06/25/2024
I am very sorry for this. I have spoke with our customer support team and they let me know that a replacement stone was sent.Customer Answer
Date: 06/28/2024
Better Business Bureau,
I have since reached out to the Design A Stone Support Team via email (see email message below) on 06/27/2024 to request shipment tracking information on the replacement product from my initial Design A Stone order #***** and have yet to receive a response. I will confirm final resolution to this supplier issue once I have physically received the associated replacement product.
***** **** ******************* Thu, Jun 27, 12:47?PM (21 hours ago)
to ******** *******
Hello Design A Stone Support Team,
I have been notified through the Better Business Bureau that a replacement from my Design A Stone order #***** has since been sent to me. Please provide me with the associated shipment tracking info. Appreciate it.
***** ****Business Response
Date: 07/09/2024
You should have received an e-mail with all the information for the replacement. If you for some reason did not please let us know. Thank youInitial Complaint
Date:06/06/2024
Type:Product IssuesStatus: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.
On May 9 I purchased a 15 x 15 address stone for front of home. They sent a 21 x 21 inch stone. I took pictures and they agreed it’s wrong. Then they sent a 15 x 15 which came damaged. Broken on corner. I sent pictures. They agreed and sent a 3rd stone and stone came with the corner cracked off and missing a period. After requesting a refund and calling and leaving a message and email. They have decided to not address the issue. I have requested a *** * label from them to ship a 100 pounds of rock back. I’m not paying for shipping. No response. Terrible communication. I have sent them pictures of all 3 stones together which they asked for. No response.
This business doesn’t give you a phone number but doing research has another stone company at same address. So not sure how they get such a good BBB rating.Business Response
Date: 06/25/2024
**** I am very sorry for this. I spoke with my customer service team and they said this has been resolved?Customer Answer
Date: 06/28/2024
I am rejecting this response because: I don’t know who design a stone talked to. But there has been no resolution.
So they just lie to the BBB. I have had no contact.
Business Response
Date: 07/09/2024
We got your picture that you received the replacement. Please let us know if there is still any issues and we will get it resolved. Thank youCustomer Answer
Date: 07/09/2024
I am rejecting this response because:
The owner doesn’t care about resolving this issue. He didn’t even read the first complaint.Have received 3 stones all wrong. And 2 are damaged. The picture he posted both have cracked off corners.
Business Response
Date: 07/30/2024
I have just processed a replacement for this order. You will be received an e-mail with the new order details. I am very sorry for this we will get this resolved for you.Customer Answer
Date: 07/30/2024
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. But until I receive a good stone I don’t want to close out. They have shipped 3 bad so far.Initial Complaint
Date:06/03/2024
Type:Product IssuesStatus: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.
We placed an order with Design A Stone for an address sign on April 24th. The order was received on May 2nd. There is a flaw in the positioning of the numbers. In the address “559”, the “9” is leaning to the right. It looks like the bottom of the 9 is sliding into the 5. (image attached)
On May 6th, I sent a message, via Design A Stone Customer Support page, outlining the problem and requested to have someone contact us to resolve the issue. That same day I responded to an email that had been the used by myself and the Design A Stone contact support team when we were putting together the initial order, and requested a response to the number issue. I did not receive a response.
On May 13th I again sent a message via the Customer Support page. I also responded to a marketing email I had received stating I had a "credit for $25", again asking for someone to contact us regarding the numbering on the received stone. On both dates, and in both places (Support page and response to emails), I asked that someone contact us to resolve the issue of the sliding 9. I did not receive a response.
I am attaching an image of the "Proof" that the Support Team originally provided. In that image, it is clear that the number 9 can stand up straight. (I will mention that I changed the font, which only affected the number 5.) Comparing the two images (proof and received stone) provides a clear view of the leaning 9.
It has now been over a month and I have not heard from anyone. We would like a replacement stone with all of the numbers aligned in a proper upright position.Business Response
Date: 06/14/2024
****, I apologize for this. Our customer support team just processed a replacement. You should have received an e-mail notification. Please let us know if you need anything else. Thank youInitial Complaint
Date:05/14/2024
Type:Delivery IssuesStatus: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.
Received a confirmation #. But no where to check on said confirmation. Web site states we will receive and email with arrival itinerary. Have not received email. Website is not easy to contact someone. Website states it will ship within 4 days. Should have shipped today. Would have liked to give my mom a timeframe when it will arrive. Did they just take my money?Business Response
Date: 05/28/2024
I have looked into this and it shows your order has been delivered. Please let us know if that is not the case and we will get this resolved. Thank youInitial Complaint
Date:05/03/2024
Type:Product IssuesStatus: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 placed an order for an address stone Apr 15th order # *****. When it arrived it was the wrong address number. It came with **** ****** drive. I contacted ****** at customer support by email. Which is the only way you can contact anyone. Told her the issue, sent her a picture, and a copy of the original order. She sent a new address stone which arrived April 25 th and it was also the wrong address. I provided a picture of **** address number and contacted ****** again. This time she was less than helpful and said I would have to pay 50% of the original cost to send another one. I provided the correct address of **** each time. It was sent to this address, my cc info had this address. I requested a new one or a refund but prefer a new one with my correct address. ****** has stopped communicating with me after I requested the refund or the appropriate replacement with my correct address **** * ******* **. I also filled a contact request form for a manager or **** the CEO to contact me and to date I have heard nothing.Business Response
Date: 05/28/2024
I am very sorry for this. I see your replacement ( Tracking # ************ ) has been delivered. Please let us know if you need anything else. Thank youInitial Complaint
Date:05/02/2024
Type:Delivery IssuesStatus: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.
Date of Transaction 4/27/24
Design a Stone is the Business
Order number ***** No communication other than automated response
No phone number listed for company to contact only email correspondence
No response for a tracking number
Company states 4 days for order to be processed its past the 4 day
Multiple emails into the email listed little to no responseBusiness Response
Date: 05/28/2024
Your tracking number is ************ and shows it has been delievered. Please let me know if you need anything else. Thank youCustomer Answer
Date: 05/29/2024
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:04/09/2024
Type:Product IssuesStatus: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.
My stone came damaged and I can not get the company to respond to any messages I have sentBusiness Response
Date: 04/10/2024
****, I just checked and a replacement was processed yesterday. You will receive an e-mail with tracking information. Please let us know if you need anything else. Thank youInitial Complaint
Date:03/05/2024
Type:Product IssuesStatus: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 purchased online a stone from this company that was to be monogram. This was to be a birthday gift for my daughter. It was delivered to my daughter, but as you can see in the enclosed photo, it was chipped. I paid. $105.93 This amount is with the 40% discount coupon that they offer me that day. The company, a ********, replied via email saying they would replace the stone. I asked if I was to return it at their expense. I received no reply with returning the stone that was broke, moving forward. My daughter received the replacement stone, but I received my charge card, bill much to my dismay, it showed the $105.93 charge that I paid and they gave me credit for that amount. But I was charged now. $171.20!! so I communicated back with ******** and she said I was contacting the wrong company, then she said there is no order for this then she said they can’t find any information. But then again, she replied via email and said they cannot give me the coupon discount for the second order. It was not a second order it was replacement for a damage product that we received. I should have only been charged once for the amount that I paid. Her reply is we’re not giving a coupon on the second one I would’ve never purchased this product at the original price that they are now charging me. I would never have done that. What Drew my attention to purchasing this product was the coupon discount I want the amount of $171.20 to be given credit on my card and only pay for $105.93. Please if there is anything that you can do to help assist with this, it would be most appreciated. There is no way other than email to get in contact with this business. There was a phone number when I looked up the company but no one answers it, and the line is not even Stating that it is for design A Stone. It states the product is made in the USA, but they leave an email address to get in touch with someone. It is very difficult.Business Response
Date: 03/15/2024
****,
We have looked though all this and see where a replacement was sent. However there was no additional charge for the replacement stone. It was sent free of charge.
Initial Complaint
Date:02/12/2024
Type:Product IssuesStatus: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 an address stone from Design A Stone. The picture of the stone that was promised does not match the stone delivered. I contacted the seller and got the following response:
Please be advised that choosing the shape of the stone is not applicable we cannot guarantee the shape as it is hand-made.
This was never made clear during any step of the ordering process. Had there been any indication that the picture shown was not correct I never would have ordered this product.
After contacting them they will not replace and they will not refund.
This is online bait and switch. I want my money back or what I was promised in their photo.Business Response
Date: 03/15/2024
****,
We do not offer refunds on custom orders. However we want you 100% satisfied so if you would like to return the stone to us we will get that refunded. Very sorry for this.
Initial Complaint
Date:01/20/2024
Type:Product IssuesStatus: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.
I purchased 2 stones from DesignAstone in January, 24. One was OK but the “WELCOME” stone looked incomplete especially on the back (see pics). Their customer service told me the stones were hand made and that was normal.
If that is so, their quality control is very disappointing. The stone looks completely fake.
Also, you cannot talk to anyone. Email only.
BUYER…….make sure you understand what you are getting.Business Response
Date: 01/23/2024
****, I have processed a replacement for the Welcome stone. You will be receiving an e-mail confirmation. Please let us know if there is anything else you need. Thank youCustomer Answer
Date: 01/29/2024
I am very pleased with the companies response to my complaint and would like to withdraw my complaint and change it to a positive response.
thank you
*** ****
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