Ordered umbrella in April said it would be shipped June 1 now they say July 15 what is taking so long would like to enjoy it before summer is over please look into the matter would appreciate it thanks
for [redacted] zip code The complaint states having returned a pair of navy drapes item [redacted] priced at $After receiving a 2nd complaint for the same issue I did some additional searching and was able to locate the original orderThat said I have credited back the account for the $and a separate credit for the original shipping of $The total amount being credited to the account is $That amount will come off account [redacted] which has a balance of $and after the credits will show the remainder of $There is no need to return the drapesIf you are unable to use the items, a donation to a charitable organization is always appreciatedI apologize for any inconvenience and if I can be of further assistance feel free to contact me by email or at 1-800-704-ext [redacted] Customer Service
Regarding case [redacted] zip code The complaint states having a balance on her account after having returned the item The reason for the balance on her account is because the original shipping fee is non-refundable and the responsibility of the customerThis is clearly stated in our catalog, please refer to the middle section of the catalog under Stoneberry Guarantee-Customer satisfaction is our #priorityIf you are not completely satisfied with your purchase please send your items back to us within days and we’ll promptly handle your refund or exchangeReturned items must be in their original, unworn, and new condition(Sorry, shipping and processing charges are non-refundable.) This can also be found on the web-site As a one-time courtesy we have removed the original shipping charge, late fees and finance charges so the account has a zero balance If I can be of further assistance feel free to contact me at 1-800-704-ext [redacted] Customer Service
Regarding case [redacted] for [redacted] zip code underline;"> After reading the complaint filed with the Revdex.com the following is what I found An internet order was placed on 6-27-order # [redacted] totaling $ The reason a down payment was requested is because you were pre-approved for $ That information can be found inside the front cover of your catalog on the “Congratulations your Pre-Approved paper under TERMS: ALL CREDIT ORDERS ARE SUBJECT TO CREDIT APPROVAL about half way down there is a sentence that reads If you order you will receive a credit line of $ That said the 50% down payment was offered which is still over the pre-approved offer but with the down payment they would approve your order The next thing I looked at was the statement you made about running someone else’s credit I looked for some indication of this and was not able to see where that happened There are no notes suggesting that and I checked with our in house credit deptand they could not verify that information You have stated under desired settlement, Process the order and ship out per your guidelines Once we receive the 50% down we can process the order which does follow the guidelines
The complaint states she is receiving statements and phone calls for items she never orderedAfter checking with our Loss Prevention Deptthey said they received the fraud package back that was sent to MS Valenzuela and they will mark the account fraudThat said all calls and billing statements should cease.Please allow 3-business days for the fraud to clear the accountIf I can be of further assistance feel free to contact me by email or at 1-800-627-ext [redacted] Customer Service
Regarding case [redacted] for [redacted] zip code ***The complaint states having received a broken cup in a collection of dinnerwareFortunately I was able to contact one of our inventory specialists and one will be mailed out to youIt should leave here in the next couple of days You also mentioned having talked to [redacted] in customer service and she was less than helpfulAlthough that is not what we want to hear about our representatives I will certainly look into this matter
Regarding case [redacted] for [redacted] zip code ***The complaint states MS [redacted] would like to know how much of the monies she has sent in has gone toward each item ordered.Unfortunately our system does not apply monies to itemsWe are set up like the major credit cards in that monies/payments are applied to the balance on the accountWe refer to this as a revolving credit planIt should be relatively simple to follow the statement that was recently sent to youYou will see any orders placed listed as Invoice, payments listed as payments, finance charges or late fees when payments are late I understand this is not what MS Carpenter is asking for but this is how our system is set-up If I can be of further assistance feel free to contact me by email or at 1-800-704-ext [redacted] Customer Service
Mr [redacted] placed the order for item Bohemian Sofa Couch for $The order was placed on the web-site so you see the price $on the site and directly below the price you see $and next to that there is and [redacted] ? When you click on the question mark it pops a box What’s This? Price per monthThis message talks about the shipping charges and how to figure what the monthly payment will bePlease see example belowThe original shipping charge is $plus the over-size shipping fee of $made the total purchase price $352.98.I can take off the original shipping charge of $and the monthly payment amount of $is the amount owed each month Also whenever a payment is missed the next payment doublesI will also ask the credit deptto make the account current which takes the payment back to $not the $that is showing on the accountYour June payment was missed so the next payment due date is 7-31- If I can be of further assistance feel free to contact me by email or at 1-800-704-ext Debbie McDonald Customer Service
Regarding case [redacted] for [redacted] zip code ***The complaint states having a balance on her account after having paid off everything.After reviewing the account the following is what I foundOrder placed 12-31-and shipped on 2-12-totaling $Payments were ok through Novof when a $payment was made leaving the balance at $No payments were received Decof or Janor FebOn 3-20-a payment of $was made and at that time there were late fee charges of $each which added to the balance of $and monthly finance charges of $making the balance on 3-19-$On 3-20-we received a payment of $leaving a balance of $and another payment of $on 4-9-at which time the balance was $There was $in finance charges & a $late fee making the remaining balance $ Finance charges and late fees are stated in the catalog and are legitimate chargesThe terms & conditions are listed in the catalog and on the web-site so the customer agrees to this when placing their order That said we will make a one-time exception and remove the charges so the account has a zero balance If I can be of further assistance feel free to contact me by email or at 1-800-704-ext [redacted] Customer Service
Regarding case [redacted] for [redacted] zip code ***I can understand the request to have the order canceled off the system and have contacted the credit deptto have that taken care of I apologize for any inconvenience this may have caused but that is how the system worksHaving made the request to cancel, that policy will be overridden and the order canceled off immediatelyI will make sure [redacted] and [redacted] are made aware that requests can be handled regardless of policyOur customers are very important to us here at Stoneberry and we hope to have the opportunity to serve your needs in the future
They took an extra $payment out of my bank account without authorization and then refused to give me my money backIt's been weeks and still nothing resolved
Stoneberry is by far the worse company to deal with from cheap stuff that either arrives broken or damaged and customer service will say your gonna get a credit but will never note it or play the we never offered you anything and they are quick to try to send you to collections If you had a problem with them or all the other affiliates or corporate company be sure to file a complaint with the Better Business Bueau then copy to send to Attorney general and Federal Trade Commission [redacted] ***
The umbrella is not sold separately so a credit is not an optionBecause of the time that has passed replacing the umbrella is what I am offeringI will also check the account and if there are any late fees I will have those removedTypically when that much time has passed we would not do anything but I feel this is a fair and reasonable offer on the part of Stoneberry
Regarding case [redacted] for [redacted] zip code ***The complaint states placing an order for item [redacted] , WII game system for $and $shipping charges totaling $The item was returned in January and a refund credit of $was appliedThe original shipping charges are non-re-fundable as stated in the catalogThat information can be found in the middle of the catalog under Stoneberry Guarantee (Sorry, shipping and processing charges are non-refundable.) With the shipping charges not being paid the monthly finance charges and late fees started to buildI see a payment of $was made on 6-8-2015, I am assuming that was meant to be the original shippingThat said I will make a one- time exception and have the charges removed from the accountI always make mention how important it is to read thru all the terms and conditions when ordering from any catalog companyTerms & Conditions can be found by opening the front cover and there will be an insert with everything a customer needs to know before placing their order
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowAttached is the invoice for the drapesI have had to call Stoneberry several times to stop opening a new account at my home address and P.O.BoxThis invoice is most likely under another account numberCase number [redacted]
[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Regarding case [redacted] for [redacted] zip code The complaint states having placed an order that ended up being rejected requiring a 50% down paymentMS [redacted] states having a $credit limitShe does have a $credit limit but there is a balance on her account of $The order she was trying to place totaled $With the existing balance of $and the new order of $that is over the $credit limit resulting in the 50% down payment requestIf MS [redacted] is sending in the down payment please reference order # [redacted]
Regarding case [redacted] for [redacted] zip code The complaint states having placed an order back in July of and never received the flatware.The order was tracked and shows delivered on 7-24-The first contact from [redacted] was on 2-23-stating the order was never receivedBecause of the length of time involved I told [redacted] I would replace (see Revdex.com complaint) states I want my bill credited or the merchandise I orderedI spoke to [redacted] today over the phone and she said she bought the merchandise elsewhere and no longer wants what she ordered from Stoneberry Again because of the length of time we will not refund the orderPlease refer to the middle section of the catalog or on our web-site for guarantee and return information If I can be of further assistance feel free to contact me by email or at 1-800-704-ext [redacted] Customer Service
Regarding case [redacted] for [redacted] zip code *** underline;"> Our records show separate orders 1) [redacted] item art window murals $39.99, faux fur throw $shipping & handling $totaled $ That order was placed on 12-07-using the phone 2) [redacted] item micro plush htd blanket $71.99, faux fur throw $shipping and handling $ totaling $ That order was placed on 12-13-using the internet 3) [redacted] items 12pc easy clip pet clippers $59.99, cedar closet $& detangling brush $shipping and handling $totaled $ That order was placed on 4-28-using the internet The orders totaled $The 1st order being the phone order Ms [redacted] gave us the PO Box address which had account # [redacted] The 2nd order was an internet order and the address entered was a physical address E 12th St so another account was created because the addresses didn’t matchThe 3rd order was also an internet order and again the physical address was entered and we should have tracked the order back to the 2nd account that was created but it appears that was missed on our end On the 1st account we received payments of $on 1-3-2014, $on 3-17-2014, $on 4-4-& $on 7-3-totaling $ On the 2nd account the following payments were received, $on 2-3- On the 3rd account $on 6-24- So with orders totaling $and payments made of $the balance would be $223.90, with finance charges and late fees the new balance is $and we are working to combine these accounts so the correct account # will be [redacted] This should help to clear up any confusion that may have been caused on our end If I can be of further assistance feel free to contact me or I can be reached by phone at ###-###-#### [redacted] Customer Service
Regarding case [redacted] for [redacted] zip code The complaint states customer ordered an item for Christmas and because the order is over days was told she would have to pay for the return postage.I know that is the policy but because your business is important to us here at Stoneberry, I am sending a return label (will be coming thru the post office) so there will be no charge for the returnI have also noted the full price be refunded which includes the original shippingThe order # is [redacted] and the total refund will be $That is the amount that will be credited to her account
for [redacted] zip code The complaint states having returned a pair of navy drapes item [redacted] priced at $After receiving a 2nd complaint for the same issue I did some additional searching and was able to locate the original orderThat said I have credited back the account for the $and a separate credit for the original shipping of $The total amount being credited to the account is $That amount will come off account [redacted] which has a balance of $and after the credits will show the remainder of $There is no need to return the drapesIf you are unable to use the items, a donation to a charitable organization is always appreciatedI apologize for any inconvenience and if I can be of further assistance feel free to contact me by email or at 1-800-704-ext [redacted] Customer Service
Regarding case [redacted] zip code The complaint states having a balance on her account after having returned the item The reason for the balance on her account is because the original shipping fee is non-refundable and the responsibility of the customerThis is clearly stated in our catalog, please refer to the middle section of the catalog under Stoneberry Guarantee-Customer satisfaction is our #priorityIf you are not completely satisfied with your purchase please send your items back to us within days and we’ll promptly handle your refund or exchangeReturned items must be in their original, unworn, and new condition(Sorry, shipping and processing charges are non-refundable.) This can also be found on the web-site As a one-time courtesy we have removed the original shipping charge, late fees and finance charges so the account has a zero balance If I can be of further assistance feel free to contact me at 1-800-704-ext [redacted] Customer Service
Regarding case [redacted] for [redacted] zip code underline;"> After reading the complaint filed with the Revdex.com the following is what I found An internet order was placed on 6-27-order # [redacted] totaling $ The reason a down payment was requested is because you were pre-approved for $ That information can be found inside the front cover of your catalog on the “Congratulations your Pre-Approved paper under TERMS: ALL CREDIT ORDERS ARE SUBJECT TO CREDIT APPROVAL about half way down there is a sentence that reads If you order you will receive a credit line of $ That said the 50% down payment was offered which is still over the pre-approved offer but with the down payment they would approve your order The next thing I looked at was the statement you made about running someone else’s credit I looked for some indication of this and was not able to see where that happened There are no notes suggesting that and I checked with our in house credit deptand they could not verify that information You have stated under desired settlement, Process the order and ship out per your guidelines Once we receive the 50% down we can process the order which does follow the guidelines
The complaint states she is receiving statements and phone calls for items she never orderedAfter checking with our Loss Prevention Deptthey said they received the fraud package back that was sent to MS Valenzuela and they will mark the account fraudThat said all calls and billing statements should cease.Please allow 3-business days for the fraud to clear the accountIf I can be of further assistance feel free to contact me by email or at 1-800-627-ext [redacted] Customer Service
Regarding case [redacted] for [redacted] zip code ***The complaint states having received a broken cup in a collection of dinnerwareFortunately I was able to contact one of our inventory specialists and one will be mailed out to youIt should leave here in the next couple of days You also mentioned having talked to [redacted] in customer service and she was less than helpfulAlthough that is not what we want to hear about our representatives I will certainly look into this matter
Regarding case [redacted] for [redacted] zip code ***The complaint states MS [redacted] would like to know how much of the monies she has sent in has gone toward each item ordered.Unfortunately our system does not apply monies to itemsWe are set up like the major credit cards in that monies/payments are applied to the balance on the accountWe refer to this as a revolving credit planIt should be relatively simple to follow the statement that was recently sent to youYou will see any orders placed listed as Invoice, payments listed as payments, finance charges or late fees when payments are late I understand this is not what MS Carpenter is asking for but this is how our system is set-up If I can be of further assistance feel free to contact me by email or at 1-800-704-ext [redacted] Customer Service
Mr [redacted] placed the order for item Bohemian Sofa Couch for $The order was placed on the web-site so you see the price $on the site and directly below the price you see $and next to that there is and [redacted] ? When you click on the question mark it pops a box What’s This? Price per monthThis message talks about the shipping charges and how to figure what the monthly payment will bePlease see example belowThe original shipping charge is $plus the over-size shipping fee of $made the total purchase price $352.98.I can take off the original shipping charge of $and the monthly payment amount of $is the amount owed each month Also whenever a payment is missed the next payment doublesI will also ask the credit deptto make the account current which takes the payment back to $not the $that is showing on the accountYour June payment was missed so the next payment due date is 7-31- If I can be of further assistance feel free to contact me by email or at 1-800-704-ext Debbie McDonald Customer Service
Regarding case [redacted] for [redacted] zip code ***The complaint states having a balance on her account after having paid off everything.After reviewing the account the following is what I foundOrder placed 12-31-and shipped on 2-12-totaling $Payments were ok through Novof when a $payment was made leaving the balance at $No payments were received Decof or Janor FebOn 3-20-a payment of $was made and at that time there were late fee charges of $each which added to the balance of $and monthly finance charges of $making the balance on 3-19-$On 3-20-we received a payment of $leaving a balance of $and another payment of $on 4-9-at which time the balance was $There was $in finance charges & a $late fee making the remaining balance $ Finance charges and late fees are stated in the catalog and are legitimate chargesThe terms & conditions are listed in the catalog and on the web-site so the customer agrees to this when placing their order That said we will make a one-time exception and remove the charges so the account has a zero balance If I can be of further assistance feel free to contact me by email or at 1-800-704-ext [redacted] Customer Service
Regarding case [redacted] for [redacted] zip code ***I can understand the request to have the order canceled off the system and have contacted the credit deptto have that taken care of I apologize for any inconvenience this may have caused but that is how the system worksHaving made the request to cancel, that policy will be overridden and the order canceled off immediatelyI will make sure [redacted] and [redacted] are made aware that requests can be handled regardless of policyOur customers are very important to us here at Stoneberry and we hope to have the opportunity to serve your needs in the future
They took an extra $payment out of my bank account without authorization and then refused to give me my money backIt's been weeks and still nothing resolved
Stoneberry is by far the worse company to deal with from cheap stuff that either arrives broken or damaged and customer service will say your gonna get a credit but will never note it or play the we never offered you anything and they are quick to try to send you to collections If you had a problem with them or all the other affiliates or corporate company be sure to file a complaint with the Better Business Bueau then copy to send to Attorney general and Federal Trade Commission [redacted] ***
The umbrella is not sold separately so a credit is not an optionBecause of the time that has passed replacing the umbrella is what I am offeringI will also check the account and if there are any late fees I will have those removedTypically when that much time has passed we would not do anything but I feel this is a fair and reasonable offer on the part of Stoneberry
Regarding case [redacted] for [redacted] zip code ***The complaint states placing an order for item [redacted] , WII game system for $and $shipping charges totaling $The item was returned in January and a refund credit of $was appliedThe original shipping charges are non-re-fundable as stated in the catalogThat information can be found in the middle of the catalog under Stoneberry Guarantee (Sorry, shipping and processing charges are non-refundable.) With the shipping charges not being paid the monthly finance charges and late fees started to buildI see a payment of $was made on 6-8-2015, I am assuming that was meant to be the original shippingThat said I will make a one- time exception and have the charges removed from the accountI always make mention how important it is to read thru all the terms and conditions when ordering from any catalog companyTerms & Conditions can be found by opening the front cover and there will be an insert with everything a customer needs to know before placing their order
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowAttached is the invoice for the drapesI have had to call Stoneberry several times to stop opening a new account at my home address and P.O.BoxThis invoice is most likely under another account numberCase number [redacted]
[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Regarding case [redacted] for [redacted] zip code The complaint states having placed an order that ended up being rejected requiring a 50% down paymentMS [redacted] states having a $credit limitShe does have a $credit limit but there is a balance on her account of $The order she was trying to place totaled $With the existing balance of $and the new order of $that is over the $credit limit resulting in the 50% down payment requestIf MS [redacted] is sending in the down payment please reference order # [redacted]
Regarding case [redacted] for [redacted] zip code The complaint states having placed an order back in July of and never received the flatware.The order was tracked and shows delivered on 7-24-The first contact from [redacted] was on 2-23-stating the order was never receivedBecause of the length of time involved I told [redacted] I would replace (see Revdex.com complaint) states I want my bill credited or the merchandise I orderedI spoke to [redacted] today over the phone and she said she bought the merchandise elsewhere and no longer wants what she ordered from Stoneberry Again because of the length of time we will not refund the orderPlease refer to the middle section of the catalog or on our web-site for guarantee and return information If I can be of further assistance feel free to contact me by email or at 1-800-704-ext [redacted] Customer Service
Regarding case [redacted] for [redacted] zip code *** underline;"> Our records show separate orders 1) [redacted] item art window murals $39.99, faux fur throw $shipping & handling $totaled $ That order was placed on 12-07-using the phone 2) [redacted] item micro plush htd blanket $71.99, faux fur throw $shipping and handling $ totaling $ That order was placed on 12-13-using the internet 3) [redacted] items 12pc easy clip pet clippers $59.99, cedar closet $& detangling brush $shipping and handling $totaled $ That order was placed on 4-28-using the internet The orders totaled $The 1st order being the phone order Ms [redacted] gave us the PO Box address which had account # [redacted] The 2nd order was an internet order and the address entered was a physical address E 12th St so another account was created because the addresses didn’t matchThe 3rd order was also an internet order and again the physical address was entered and we should have tracked the order back to the 2nd account that was created but it appears that was missed on our end On the 1st account we received payments of $on 1-3-2014, $on 3-17-2014, $on 4-4-& $on 7-3-totaling $ On the 2nd account the following payments were received, $on 2-3- On the 3rd account $on 6-24- So with orders totaling $and payments made of $the balance would be $223.90, with finance charges and late fees the new balance is $and we are working to combine these accounts so the correct account # will be [redacted] This should help to clear up any confusion that may have been caused on our end If I can be of further assistance feel free to contact me or I can be reached by phone at ###-###-#### [redacted] Customer Service
Regarding case [redacted] for [redacted] zip code The complaint states customer ordered an item for Christmas and because the order is over days was told she would have to pay for the return postage.I know that is the policy but because your business is important to us here at Stoneberry, I am sending a return label (will be coming thru the post office) so there will be no charge for the returnI have also noted the full price be refunded which includes the original shippingThe order # is [redacted] and the total refund will be $That is the amount that will be credited to her account