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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:10/23/2023

    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.
    On October 14, 2023 I ordered a custom address stone from Design A Stone. I picked out a specific style and color that had my address engraved on it. Their website creates a visual of what the stone will look like and that picture is included on your order confirmation. So there is zero doubt about what it is supposed to look like. I have included a copy of my order form that has the picture.

    On October 20 my stone arrived. See the picture of the actual stone in its shipping box. It looks nothing like the stone I purchased. It actually looks like a tombstone. It is a completely different shape and has none of the details of the one on the website.

    I reached out to customer service and received the attached reply blaming the ‘inconsistency’ on it being a custom product , offering no remediation and thanking me for my understanding. You can go on their website today and can’t even find a picture of the stone I received. They all look completely different. Further inquiries have been ignored.

    I would like to get the stone that I actually ordered, which is the shape of the one in my order confirmation. If that cannot be supplied then I would expect a refund.

    Business Response

    Date: 10/24/2023

    ***********,  

      Your address was split into three lines so it was more legible.  I just review your e-mails with customer support and as they let you know we have a replacement getting processed and sent out.  Thank you

     

    Customer Answer

    Date: 10/24/2023

     I am rejecting this response because:

    the issue wasn't the 3 lines vs 2 lines of my address.  The issue is that the stone that you sent me looks nothing like the address stones on your website.  I expected a stone that was flat across the top and looks like the picture in my order confirmation.  If that is the stone you are sending then putting my address on 3 lines vs 2 on THAT stone is fine.

     


    Business Response

    Date: 10/25/2023

    Ok I will let customer service know.  Thank you

    Customer Answer

    Date: 10/27/2023

     I am rejecting this response because:

     

    it is unclear what the resolution actually is.....are you sending me the correct stone?


    Business Response

    Date: 11/01/2023

    Yes

    Customer Answer

    Date: 11/10/2023

     I am rejecting this response because:

     

    can you please tell me when i will receive the replacement?


    Customer Answer

    Date: 11/14/2023

    Hello

    so the vendor suggested in comments that they were sending me a replacement but it hasn't arrived.  I rejected the comment and asked for an update on when that would happen and it has gone unanswered.  What remedy do i have?  should i dispute the credit card charge?

    Customer Answer

    Date: 11/20/2023

    hello....after agreeing to replace my item with the correct version that i purchased, the business has gone dark.  I have not receive a replacement nor any kind of confirmation that one is in the works.  Can BBB ask Design a Stone for an update?

    Business Response

    Date: 11/21/2023

    A replacement was processed, however then there was a chargeback open on this order so we must await the decision from the credit card company before we can resolve this.  The replacement is on hold until then.

  • Initial Complaint

    Date:09/06/2023

    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.
    Date of transaction 8/28/2023
    Customer Satisfaction is stated
    I have reached out multiple times on what I assumed I was getting and what I actually received.Customer service is not working with me as I feel I have reasonable evidence on why I assumed Est . 2023 would be on the stone.

    Business Response

    Date: 09/07/2023

    I am very sorry for this error.  We have processed a replacement to be shipped out today.  You will receive an e-mail with updated tracking information.  Please reach out to ************************ if there is any further issue.  Thank you

    Customer Answer

    Date: 09/12/2023

    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.

  • Initial Complaint

    Date:05/30/2023

    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.
    Ordered an address / name stone. First one came in with the wrong address. Called and they replaced it. The replacement stone had the correct address, however showed THE ******* instead of THE *********. Been trying for quite some time to either get it fixed or a refund. They stopped corresponding with me.

    Business Response

    Date: 06/23/2023

    ******,  We are very sorry for the spelling error on our behalf.  I replacement stone has been processed and a replacement stone will be shipped ASAP.  You will also receive e-mail confirmation of the replacement stone.   

  • Initial Complaint

    Date:02/24/2023

    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.
    I ordered a personalized stone in the amount of $160 in early February. The product I received was broken, had a very prominent black paint smear, and was not properly sealed over the stone in its entirety. I contacted customer support & they agreed to send another. On February 21st, 2023, the replacement arrived more broken than the first. Neither shipment had any damage to the packaging. Having wasted enough of my time and efforts, I requested a refund, adding photos and offering to send back the defective product.
    I was told that they do not offer refunds. Their website states that they have 100% Customer Satisfaction & their policy says that if an error is made that they will do everything to resolve the issue.
    I know longer want their low quality product and have requested in three emails a refund of my purchase, and their response is that they'll send me yet ANOTHER one. Furthermore, they have ceased communication to my demand for a refund and NOT to send yet another stone. This is unacceptable and I should expect more from my $160 purchase.

This business is not BBB accredited.

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