Complaints

This profile includes complaints for Stonewall Kitchen LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Stonewall Kitchen LLC has 11 locations, listed below.

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  Stonewall Kitchen LLC

  2 Stonewall Ln York, ME 03909-1662

• 

  Stonewall Kitchen LLC

  13 Elm St Camden, ME 04843-1902

• 

  Stonewall Kitchen LLC

  2 Common Ct North Conway, NH 03860-5423

• 

  Stonewall Kitchen LLC

  10 Pleasant St Portsmouth, NH 03801-4551

• 

  Stonewall Kitchen LLC

  7 Amarosa Dr Unit 1 Rochester, NH 03868-8638

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:06/03/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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: 5/24/25. I previously ordered from this company several times in the past. Shipping used to be FREE for a $49 purchase but now, even purchasing 1 item is $12.99, which I'm not sure is legal. Prior to placing the order, on 5/22, I called and spoke to ***** about the shipping increase and ordering. She said it was a company policy change and said many customers also complained about the increase in shipping. So, although, my complaint doesn't solely include buyers remorse, after I placed the order, I did have remorse due to the drastic increase in shipping charges, as prior to the policy change, shipping would have been FREE for the order. A few hours after I placed the order, I attempted to cancel it on the website but there was no option to do so. I emailed the chat but no one responded, so, I also emailed the website with an email marked URGENT to cancel the order. It was Memorial Day weekend and no one got back to me until Tues, 5/27 (they don't have any cust svc on any weekend though.) ****** responded to my email but didn't resolve the issue, so, I called and spoke to ***** again but she didn't resolve it either. That's why I'm filing this complaint. I asked ***** why she didn't tell me orders can't be cancelled when we spoke extensively on 5/22. The website doesn't say an order can't be cancelled, so, that's deceptive business practices. They claimed they couldn't cancel the order and that it supposedly was processed right after I placed the order & mailed out by some mysterious over night employee. The tracking proves they lied, as it says the label was created on 5/28, not 5/24 when they falsely claimed. I order online **** and have never seen a company offer no option to cancel an order like this company. Every company I order from provides that option. *** even allows customers to cancel orders up to 24 hrs after you place an order but this company doesn't allow any cancellations. I'd like the option to provide addt'l info. to the BBB

  Customer Answer

  Date: 06/14/2025

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

  When a company does not respond, does the BBB contact them again?  Please advised.  Thank you..
  

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  They say I ordered a subscription to the items monthly . I did not I do not want the ideals monthly. I ordered on line and they said I did that I told them the situation I did not or willing check any boxes to order same items monthly . I ask them to cancel the items they said they would not . The so called order was done today nov 20 2024 I call 20 minutes after my bank informed me of the transaction I had no notice no email stating this would happen . I would like my money refunded I can not afford nor want the items and feel I should not have to pay for something I do not want or did not authorize willingly . Can I please get your help and services Thank Yo ********* ******

• Initial Complaint

  Date:05/08/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Stonewall Kitchen mis-billed an order from October 2023 ordered online and paied with credit card, then held a current order ****** for the amount underbilled on that order. I did not notice the underbill to my credit card at the time.I attempted to place a recent order with a critical delivery date, and was informed after the fact that there was a balance due on the account.This makes no sense, as I am not in control of the amount originally billed, nor was I informed that there was ever, at any time, an issue with the original order CAUSED BY THE VENDOR.Stonewall CLAIMS that they attempted to contact me earlier to resolve, but this is 100% FALSE, then further claimed that this was not until February of 2024.Despite the inconvenience to me, and despite the fact that I reached out to Stonewall Kitchen, Stonewall Kitchen refused to make ANY accommodation for their error.Due to this vendors UNSOUND ********************* practices, BBB should launch an investigation into this vendors entire history of order processing, billing, and accounting.I refuse to do any additional business with this vendor and advise all other consumers to do the same.

  Customer Answer

  Date: 05/19/2024

  I attempted to resolve this issue directly with the business prior to contacting the Better Business Bureau.  The inept 'customer service' team was not truthful with me when I reached out to them and refused to make any reconciliation on the issue. This business has refused to engage in positive dialog with the Better Business Bureau, and I have not heard from the business in response to my complaint after I contacted the BBB.

• Initial Complaint

  Date:12/14/2023

  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.

  I purchased an Urban Accents ***** ************* Miso Seasoning Mix (parent company is Stonewall Kitchen). I do not recall the store where I purchased it or when exactly it was, but it was within the last couple of months (unfortunately I no longer have a receipt as I generally do not keep grocery receipts for long). When I went to use this item I found the product to be not powdery as you would expect a seasoning mix to be, but instead incredibly hard-packed and cakey. I did not open the interior package, but attempted to squeeze it to see if it would break down into a usable powder mix - it did not. There is absolutely zero labeling on the outside packaging to indicate a Use By/Best By/Expiration Date. The only printing can be found on the interior package and the only potential date listed there is not referenced as a date at all, but as part of the Lot # (***********). There is nothing to indicate if this is the manufacturing date or an expiration date, assuming you are supposed to make the leap that this is in fact a date at all. I contacted the company, followed up with the same photos I am attaching here, and I was told (Request #******) that the item in question had expired in March and that they are unable to guarantee quality of any items that are past their enjoy by date. I would understand that... IF the product was properly labeled, but it is not. How is a customer supposed to tell what the "enjoy by" date even is before purchasing? Are they recommending that people open the exterior packaging and handle the interior packaging while in the store? How is a customer supposed to know how to interpret their date coding if the date itself is not explicitly listed as an enjoy by date? This is rather ridiculous, as is the fact that the company's own customer service team refused to attempt to rectify the situation immediately. I was originally seeking replacement but now would prefer a refund, though it seems paltry for the hassle they've put me through.

  Customer Answer

  Date: 12/27/2023

  Better Business Bureau:
  
  I am disappointed that the business has not responded to your communications as I was hoping to hear from someone at the corporate level to address the issue. I have separately received contact from the business in regard to my original directly submitted complaint and have determined that the response does satisfy my issues and/or concerns in reference to BBB complaint #********. It is not the response I was hoping for but I do consider it sufficient. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:06/22/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 several spatulas from Stonewall Kitchen about a year ago. I feel confident that I did not agree to receiving catalogs and being put on their email list, yet I receive catalogs about every other month. I have called countless times. They take my info and tell me that they will submit it to get me removed. After several failed attempts, I asked for this to be escalated. On March 17, 2023 I received this email from ******* Services (Stonewall Kitchen):Your request (******) has been updated. To add additional comments, reply to this email.Good afternoon, Thank you for contacting us. I have one again removed your name from our mailing list, and also sent your information to our marketing department and requested that they ensure that you are removed from all of our mailing lists. Sincerely, ******* Service Representative | Stonewall Kitchen Family of Brands Today, 6/22, I received yet another catalog in the mail. This is a complete waste of paper and I feel that my privacy has been violated. We are getting ready to move and I do not want all of my old mail and info getting in the hands of the new owners.

  Customer Answer

  Date: 07/03/2023

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

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a 16 oz. bag of their whole bean coffee from my local Big Y store on 7/21/22. While grinding my coffee the morning of 8/5/22 in my coffee grinder, my coffee grinder had stopped working midway through its operation. I opened my grinder's lid to take a look at it to see why it had stopped, which is when I noticed a small metal piece mixed with the Stonewall Kitchen coffee beans that caused my machine to stop working and was no longer useable. This metal piece posed a severe health and safety risk to my wife and I. On 8/12/22, they stated via email that they are looking into providing me with a replacement coffee grinder or monetary refund check of $200 for the cost of my appliance. I took it upon myself to send the coffee grinder back to the manufacturer (KitchenAid) in case they needed it for any internal testing or troubleshooting purposes, since Stonewall Kitchen said they would be replacing my appliance themselves. However, Stonewall Kitchen then sent me an email on 8/17/22 that they needed a photo of my unit with the cord cut to prove that it was unusable. I couldn't provide this photo to them since I sent the damaged unit back to the manufacturer. Instead, I provided Stonewall Kitchen with the shipping label I used to ship the unit back to KitchenAid as proof that the unit was no longer in my possession. Because of this, Stonewall Kitchen will now not replace my unit or provide me with the monetary refund check of $200 to replace my unit. They are not standing by their original commitment to replace my damaged unit or provide me with the monetary refund check.

  Customer Answer

  Date: 09/05/2022

  The business has not resolved my complaint. They were to replace my damaged KitchenAid coffee grinder or send me a $200 refund check in the mail.

   

  Respectfully,

  *********