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Business Profile

Online Retailer

Cross Stitch Warehouse

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint 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:12/16/2024

    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 one product from this company on 11/12/24. The correct amount of $50.90 was charged to my **** card on 11/13/24. I received this email from ******************************** on 11/13/24:"Thank you for your purchase! We're getting your order ready to be shipped. We will notify you when it has been sent."I called the number listed on their website, ************ on 12/6/24, but no one answered and the voicemail mailbox was full and not accepting new messages. I sent them a reply email on 12/6/24 asking if the item had been sent or if there had been a problem with the order. They didn't reply.I called their number again on 12/16/24 and the voice mailbox was still full and not accepting messages. I sent them another email on 12/16/24 requesting they either refund the money or send the product and send me confirmation of their action. Please help me to either get a refund or obtain the product. Thanks ***** ***** ************

    Customer Answer

    Date: 12/27/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have received a refund from the business, which resolves the complaint I filed, #********. I believe that the refund was issued only because i filed this complaint with the BBB. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

    ***** *****

  • Initial Complaint

    Date:02/12/2024

    Type:Delivery 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 and PAID for an item on 12/1/23 and still have not received it, It has been two months now. Phone number says mailbox is full and no email address is provided for contact. I would NOT use them ever again and I can only assume they are a fraudulent company.

    Customer Answer

    Date: 02/23/2024

    I have not heard from the business in response to my complaint in any form. 

  • Initial Complaint

    Date:09/21/2023

    Type:Delivery 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 one item shows it was shipped 9/11/23 as of 9/21/23 it still has not arrived. Order #***** $15 and **** for postage Called number and states mailbox is full

    Customer Answer

    Date: 10/04/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

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

  • Initial Complaint

    Date:02/15/2023

    Type:Delivery 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 6-28-22 I placed an online order with CrossStitch Warehouse for $120.30. On 7-1-22 I received an email that the order had been shipped. When the order had not arrived by 7-13-22, I sent a message by email asking if they had a tracking number. After no response I sent another email on 7-15-22. After no response to that email, I went to the website and located a phone number. I left a message and received a call back from a gentleman on 7-18-22 who said he would ship part of my order that day. Because of the seemingly unreliable communication, I sent an email on7-21-22 summarizing what I had received and what was outstanding. On 9-3-22 I sent a follow-up email about the remaining items. No response. I wrote again on 10-13-22 requesting either the outstanding items or a refund for them and some of the postage (of the $28.00 paid, $8.95 was used). Again no response so I wrote on 10-20-22 that I needed to hear from them. On 10-24-22 I received a lengthy and friendly email which I answered on 10-25-22 and more items were sent on 11-4-22. Things remained friendly and I emailed again on 12-14-22 as a reminder that I still expected the rest of my order. No response. I emailed again on 1-24-23 and 2-10-23, with no response to either message. I would like a refund.

    Business Response

    Date: 03/21/2023

    Dear Madam/Sir,

    I have received your letter dated 3/3/2023 outlining the dispute, and take total responsibility for the delay in acting on the matter.

    I had communicated with ******** a couple of times and found her to be a lovely Lady and connected with her as a stitcher like myself.

    I have attached both the invoice and shipping information regarding the above order.

    Most of the items ordered had run low and needed to be reordered after the covid lockdown which accounted for most of the shipping delay, especially the hundreds of different assorted & colored Mill Hill beads.

    As attached above; show a large percentage of the items have been shipped as replacements arrived. 

    Items not shipped are blank on the shipping note as Ice beads #** 2.5mm had the wrong item number listed on site and carn't be identified and have to be refunded. $1.20

    Also, 14ct. ********* ****. Driftwood was duplicated on-site and has the wrong Aqua-colored picture shown against it and is discontinued and has to be refunded. $12.50

    The 14ct. *******************. was not reproduced by ******** (*******) after the lockdown and will also have to be refunded. $9.00

    For some reason, the shipping charge was calculated wrong by the site which I made notice of to ******** in one of our emails. $10.00

    I will mail a check today for $32.70 which should satisfy this complaint as it is far too long to refund a credit onto the payment card.

    I'd just like to say; I worked in this stitching shop after finishing school in **** until taking it over from the older Lady owner who died in ****, she originally opened the shop in ****, and I have carried it on up until the present.
    I have a large following of dedicated serious stitchers who are all repeat customers over many years, so I would like to assure BBB this is a matter which should have been attended to much earlier and I apologize for that.

    I have had a death in my family as my only child died leaving me to take over three children which has been a life-changing event at my age and is something I wasn't ready for at this time, and has been a terrible event to live through.

    I hope this refund is satisfactory, as I have a total responsibility to all my customers and an honorable business record to live up to for almost 60 years...

    Sincerely,

    ******** (Granny) Wakefield.   

    Customer Answer

    Date: 03/23/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

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

Cross Stitch Warehouse is NOT a BBB Accredited Business.

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