[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,
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 below.
Attached is the invoice for the drapes. I have had to call Stoneberry several times to stop opening a new account at my home address and P.O.Box. This invoice is most likely under another account number.
Case number [redacted]
Regarding case [redacted] for [redacted] zip code [redacted].
font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(34, 34, 34); background-color: rgb(255, 255, 255);">The complaint states having been misled on the refunding of original shipping charges.
Both the catalog and the internet state original shipping charges are non-refundable.
This can be found in the middle of the catalog under Stoneberry Guarantee.
That said, we will credit the $15.99 shipping charges back to the account and thus will show a zero balance.
I can understand the frustration experienced when receiving a different response from each of our customer service operators and will make sure everyone has the same information going forward.
I apologize for the inconvenience this has caused.
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]
Stoneberry deducted an online payment last week 4 times from my bank account. I never authorized that the payment be deducted 4 times. Not only did they do this with my Stoneberry account, they also did the same thing with my account with there sister company-Masseys. When I saw the error I contacted them. After 4 days of waiting for a reimbursement I called and was told that the paperwork was in accounting and that they couldn't even give me a date range of when I would be reimbursed. They took an additional $275.00 out of my bank account-in their error and then told me they have no time frame on when I would receive this payment back. After this experience I would NOT purchase any thing from this company again
Regarding case [redacted] for [redacted] zip code [redacted].
The complaint...
states having sent in a payment and her check not being cashed and sending a money order which had a cut in the bottom that left us unable to read the bank number. The complaint also states any late fee charges be removed.
A payment of $79.40 was received and a late fee charge of $15.00 is being removed from the Stoneberry account.
If I can be of further assistance feel free to contact me by email or at ###-###-####.
Regarding case [redacted] for [redacted] zip code [redacted].
0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(34, 34, 34); background-color: rgb(255, 255, 255);">The complaint states having returned items [redacted] & [redacted].
We show the items being checked in today which is the 13th.
A credit back to the account of $399.99 for item [redacted] & $36.00 for item [redacted] should be processed in the next 24 to 48 hours. There will however be a balance of the original shipping charges for each order.
Item [redacted] was on order [redacted] and had a shipping charge of $21.99, and item [redacted] had order 51608726 with a shipping charge of $19.99.
Any questions on the non-refundable shipping charges please refer to the middle section of the catalog under “Guarantee.”
Refund checks are cut on Mondays so please allow about 10 to 12 days to receive your refund check in the amount of $435.99.
If I can be of further assistance I can be reached by email or at ###-###-####.
[redacted]Customer Service
Regarding case [redacted] for [redacted] zip code 15456.
font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(34, 34, 34); background-color: rgb(255, 255, 255);">The complaint states having placed an order that ended up being rejected requiring a 50% down payment.
MS [redacted] states having a $250.00 credit limit.
She does have a $250.00 credit limit but there is a balance on her account of $92.25.
The order she was trying to place totaled $271.98. With the existing balance of $92.25 and the new order of $271.98 that is over the $250.00 credit limit resulting in the 50% down payment request.
If MS [redacted] is sending in the down payment please reference order # [redacted].
Regarding case [redacted] for [redacted] zip code [redacted].
underline;">
Our records show 3 separate orders
1) [redacted] item 405494 art window murals $39.99, 404189 faux fur throw $16.99 shipping & handling $9.99 totaled $66.97
That order was placed on 12-07-2013 using the phone.
2) [redacted] item 404200 micro plush htd blanket $71.99, 404189 faux fur throw $8.99 shipping and handling $17.99 totaling $98.97
That order was placed on 12-13-2013 using the internet.
3) [redacted] items 405526 12pc easy clip pet clippers $59.99, 403328 cedar closet $69.99 & 406141 detangling brush $14.99 shipping and handling $22.99 totaled $167.96.
That order was placed on 4-28-2014 using the internet
The 3 orders totaled $333.90. The 1st order being the phone order Ms. [redacted] gave us the PO Box 273 address which had account # [redacted].
The 2nd order was an internet order and the address entered was a physical address 370 E 12th St so another account was created because the addresses didn’t match. The 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 $10.00 on 1-3-2014, $10.00 on 3-17-2014, $15.00 on 4-4-2014 & $25.00 on 7-3-2014 totaling $60.00.
On the 2nd account the following payments were received, $20.00 on 2-3-2014.
On the 3rd account $15.00 on 6-24-2014.
So with orders totaling $333.90 and payments made of $110.00 the balance would be $223.90, with finance charges and late fees the new balance is $267.09 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 ###-###-####.
[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:
In reference to complaint ID [redacted]:
I received my prepaid return label on 7-9. I find that this resolution is satisfactory to me.
Regards,
Regarding case [redacted] for [redacted] zip code [redacted].
The complaint...
states she is unwilling to pay for trumped up charges and wants the account closed and be permanently removed from our mailing list.As requested I will remove the balance of $33.67 which were original shipping charges that are the responsibility of the customer.
Please refer to the middle section of the catalog under Stoneberry Guarantee (Sorry, shipping and processing charges are non-refundable.)
I am also removing MS [redacted] from our mailing lists.
They took an extra $500 payment out of my bank account without authorization and then refused to give me my money back. It's been 5 weeks and still nothing resolved.
Mr. [redacted] placed the order for item 406438 Bohemian Sofa Couch for $239.99.
style='color: rgb(34, 34, 34); margin: 0in 0in 0.0001pt; font-size: 12pt; font-family: "Times New Roman", serif;'>The order was placed on the web-site so you see the price $239.99 on the site and directly below the price you see $16.99 and next to that there is and * ?. When you click on the question mark it pops a box What’s This? Price per month. This message talks about the shipping charges and how to figure what the monthly payment will be. Please see example below. The original shipping charge is $22.99 plus the over-size shipping fee of $90.00 made the total purchase price $352.98.I can take off the original shipping charge of $21.99 and the monthly payment amount of $28.99 is the amount owed each month. Also whenever a payment is missed the next payment doubles. I will also ask the credit dept. to make the account current which takes the payment back to $28.99 not the $57.98 that is showing on the account. Your June payment was missed so the next payment due date is 7-31-2016.
If I can be of further assistance feel free to contact me by email or at 1-800-704-5480 ext. 4278.
The complaint states having purchased and returned items from Stoneberry and requesting the payment of $23.97 be refunded to her.
A refund check has been submitted and will be mailed within the next 7 to 10 working days.
If I can be of further assistance feel free to contact me by email or at 1-800-704-5480 ext. 4278.
[redacted]
Customer Service
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 below.
The website is misleading.
The most I am willing to pay per month is $16.99. If Stoneberry does not like it, the business can come and pick up the couch.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Regarding case [redacted] for [redacted] zip code [redacted].
After reviewing...
your request for reimbursement of item [redacted] the digital thermometer we are clearing your account of $43.29 so you will have a zero balance.Our return policy on this item is 30 days and normally the original shipping charges are the responsibility of the customer but those charges are included in the $43.29 we are refunding to the account.
We look forward to doing business with you in the future and if I can be of further assistance feel free to contact me.
The complaint states having placed an order in March of this year for a king size comforter item [redacted].
font-family: Calibri, sans-serif;">Instead of receiving the king she received a twin size.
After calling several times and requesting a return label and receiving nothing has decided to give up on getting the king comforter.
I can certainly understand MS. [redacted] frustration with Stoneberry for not taking care of this on the first request.
I apologize for the mishandling of this order.
I am requesting the credit dept. remove the $59.99 charge for the comforter and the shipping charges of $20.99 have already been taken care of.
Along with that after checking and seeing the king is still available we are offering the item at no charge and as for the twin comforter there is no need to return the item. If it is not of any use to MS [redacted] feel free to donate the item to an organization or individual who can make use of the item.
I will wait to hear back about the king comforter and again I apologize for the inconvenience this may have caused.
If I can be of further assistance feel free to contact me by email or at 1-800-704-5480 ext. 4278.
Regarding case [redacted] for [redacted] zip code [redacted].
font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(34, 34, 34); background-color: rgb(255, 255, 255);">The complaint states placing an order for item [redacted], WII game system for $179.99 and $19.99 shipping charges totaling $199.98.
The item was returned in January and a refund credit of $179.99 was applied.
The original shipping charges are non-re-fundable as stated in the catalog.
That 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 build.
I see a payment of $17.95 was made on 6-8-2015, I am assuming that was meant to be the original shipping.
That said I will make a one- time exception and have the charges removed from the account.
I always make mention how important it is to read thru all the terms and conditions when ordering from any catalog company.
Terms & 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.
Regarding case [redacted] for [redacted] zip code [redacted].
font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(34, 34, 34); background-color: rgb(255, 255, 255);">I can understand the request to have the order canceled off the system and have contacted the credit dept. to have that taken care of.
I apologize for any inconvenience this may have caused but that is how the system works.
Having made the request to cancel, that policy will be overridden and the order canceled off immediately.
I will make sure [redacted] and [redacted] are made aware that requests can be handled regardless of policy.
Our customers are very important to us here at Stoneberry and we hope to have the opportunity to serve your needs in the future.
[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]
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 below.
Attached is the invoice for the drapes. I have had to call Stoneberry several times to stop opening a new account at my home address and P.O.Box. This invoice is most likely under another account number.
Case number [redacted]
Regarding case [redacted] for [redacted] zip code [redacted].
font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(34, 34, 34); background-color: rgb(255, 255, 255);">The complaint states having been misled on the refunding of original shipping charges.
Both the catalog and the internet state original shipping charges are non-refundable.
This can be found in the middle of the catalog under Stoneberry Guarantee.
That said, we will credit the $15.99 shipping charges back to the account and thus will show a zero balance.
I can understand the frustration experienced when receiving a different response from each of our customer service operators and will make sure everyone has the same information going forward.
I apologize for the inconvenience this has caused.
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]
Stoneberry deducted an online payment last week 4 times from my bank account. I never authorized that the payment be deducted 4 times. Not only did they do this with my Stoneberry account, they also did the same thing with my account with there sister company-Masseys. When I saw the error I contacted them. After 4 days of waiting for a reimbursement I called and was told that the paperwork was in accounting and that they couldn't even give me a date range of when I would be reimbursed. They took an additional $275.00 out of my bank account-in their error and then told me they have no time frame on when I would receive this payment back. After this experience I would NOT purchase any thing from this company again
Regarding case [redacted] for [redacted] zip code [redacted].
The complaint...
states having sent in a payment and her check not being cashed and sending a money order which had a cut in the bottom that left us unable to read the bank number. The complaint also states any late fee charges be removed.
A payment of $79.40 was received and a late fee charge of $15.00 is being removed from the Stoneberry account.
If I can be of further assistance feel free to contact me by email or at ###-###-####.
Regarding case [redacted] for [redacted] zip code [redacted].
0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(34, 34, 34); background-color: rgb(255, 255, 255);">The complaint states having returned items [redacted] & [redacted].
We show the items being checked in today which is the 13th.
A credit back to the account of $399.99 for item [redacted] & $36.00 for item [redacted] should be processed in the next 24 to 48 hours. There will however be a balance of the original shipping charges for each order.
Item [redacted] was on order [redacted] and had a shipping charge of $21.99, and item [redacted] had order 51608726 with a shipping charge of $19.99.
Any questions on the non-refundable shipping charges please refer to the middle section of the catalog under “Guarantee.”
Refund checks are cut on Mondays so please allow about 10 to 12 days to receive your refund check in the amount of $435.99.
If I can be of further assistance I can be reached by email or at ###-###-####.
[redacted]Customer Service
Regarding case [redacted] for [redacted] zip code 15456.
font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(34, 34, 34); background-color: rgb(255, 255, 255);">The complaint states having placed an order that ended up being rejected requiring a 50% down payment.
MS [redacted] states having a $250.00 credit limit.
She does have a $250.00 credit limit but there is a balance on her account of $92.25.
The order she was trying to place totaled $271.98. With the existing balance of $92.25 and the new order of $271.98 that is over the $250.00 credit limit resulting in the 50% down payment request.
If MS [redacted] is sending in the down payment please reference order # [redacted].
Regarding case [redacted] for [redacted] zip code [redacted].
underline;">
Our records show 3 separate orders
1) [redacted] item 405494 art window murals $39.99, 404189 faux fur throw $16.99 shipping & handling $9.99 totaled $66.97
That order was placed on 12-07-2013 using the phone.
2) [redacted] item 404200 micro plush htd blanket $71.99, 404189 faux fur throw $8.99 shipping and handling $17.99 totaling $98.97
That order was placed on 12-13-2013 using the internet.
3) [redacted] items 405526 12pc easy clip pet clippers $59.99, 403328 cedar closet $69.99 & 406141 detangling brush $14.99 shipping and handling $22.99 totaled $167.96.
That order was placed on 4-28-2014 using the internet
The 3 orders totaled $333.90. The 1st order being the phone order Ms. [redacted] gave us the PO Box 273 address which had account # [redacted].
The 2nd order was an internet order and the address entered was a physical address 370 E 12th St so another account was created because the addresses didn’t match. The 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 $10.00 on 1-3-2014, $10.00 on 3-17-2014, $15.00 on 4-4-2014 & $25.00 on 7-3-2014 totaling $60.00.
On the 2nd account the following payments were received, $20.00 on 2-3-2014.
On the 3rd account $15.00 on 6-24-2014.
So with orders totaling $333.90 and payments made of $110.00 the balance would be $223.90, with finance charges and late fees the new balance is $267.09 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
[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:
In reference to complaint ID [redacted]:
I received my prepaid return label on 7-9. I find that this resolution is satisfactory to me.
Regards,
[redacted]
Regarding case [redacted] for [redacted] zip code [redacted].
The complaint...
states she is unwilling to pay for trumped up charges and wants the account closed and be permanently removed from our mailing list.As requested I will remove the balance of $33.67 which were original shipping charges that are the responsibility of the customer.
Please refer to the middle section of the catalog under Stoneberry Guarantee (Sorry, shipping and processing charges are non-refundable.)
I am also removing MS [redacted] from our mailing lists.
They took an extra $500 payment out of my bank account without authorization and then refused to give me my money back. It's been 5 weeks and still nothing resolved.
Mr. [redacted] placed the order for item 406438 Bohemian Sofa Couch for $239.99.
style='color: rgb(34, 34, 34); margin: 0in 0in 0.0001pt; font-size: 12pt; font-family: "Times New Roman", serif;'>The order was placed on the web-site so you see the price $239.99 on the site and directly below the price you see $16.99 and next to that there is and * ?. When you click on the question mark it pops a box What’s This? Price per month. This message talks about the shipping charges and how to figure what the monthly payment will be. Please see example below. The original shipping charge is $22.99 plus the over-size shipping fee of $90.00 made the total purchase price $352.98.I can take off the original shipping charge of $21.99 and the monthly payment amount of $28.99 is the amount owed each month. Also whenever a payment is missed the next payment doubles. I will also ask the credit dept. to make the account current which takes the payment back to $28.99 not the $57.98 that is showing on the account. Your June payment was missed so the next payment due date is 7-31-2016.
If I can be of further assistance feel free to contact me by email or at 1-800-704-5480 ext. 4278.
Debbie McDonald
Customer Service
The complaint states having purchased and returned items from Stoneberry and requesting the payment of $23.97 be refunded to her.
A refund check has been submitted and will be mailed within the next 7 to 10 working days.
If I can be of further assistance feel free to contact me by email or at 1-800-704-5480 ext. 4278.
[redacted]
Customer Service
Please inform Ms [redacted] that she should feel free to contact our [redacted] in regard to this matter. Her email address is [redacted]
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 below.
The website is misleading.
The most I am willing to pay per month is $16.99. If Stoneberry does not like it, the business can come and pick up the couch.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Regarding case [redacted] for [redacted] zip code [redacted].
After reviewing...
your request for reimbursement of item [redacted] the digital thermometer we are clearing your account of $43.29 so you will have a zero balance.Our return policy on this item is 30 days and normally the original shipping charges are the responsibility of the customer but those charges are included in the $43.29 we are refunding to the account.
We look forward to doing business with you in the future and if I can be of further assistance feel free to contact me.
The complaint states having placed an order in March of this year for a king size comforter item [redacted].
font-family: Calibri, sans-serif;">Instead of receiving the king she received a twin size.
After calling several times and requesting a return label and receiving nothing has decided to give up on getting the king comforter.
I can certainly understand MS. [redacted] frustration with Stoneberry for not taking care of this on the first request.
I apologize for the mishandling of this order.
I am requesting the credit dept. remove the $59.99 charge for the comforter and the shipping charges of $20.99 have already been taken care of.
Along with that after checking and seeing the king is still available we are offering the item at no charge and as for the twin comforter there is no need to return the item. If it is not of any use to MS [redacted] feel free to donate the item to an organization or individual who can make use of the item.
I will wait to hear back about the king comforter and again I apologize for the inconvenience this may have caused.
If I can be of further assistance feel free to contact me by email or at 1-800-704-5480 ext. 4278.
[redacted]
Customer Service
Regarding case [redacted] for [redacted] zip code [redacted].
font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(34, 34, 34); background-color: rgb(255, 255, 255);">The complaint states placing an order for item [redacted], WII game system for $179.99 and $19.99 shipping charges totaling $199.98.
The item was returned in January and a refund credit of $179.99 was applied.
The original shipping charges are non-re-fundable as stated in the catalog.
That 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 build.
I see a payment of $17.95 was made on 6-8-2015, I am assuming that was meant to be the original shipping.
That said I will make a one- time exception and have the charges removed from the account.
I always make mention how important it is to read thru all the terms and conditions when ordering from any catalog company.
Terms & 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.
Regarding case [redacted] for [redacted] zip code [redacted].
font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(34, 34, 34); background-color: rgb(255, 255, 255);">I can understand the request to have the order canceled off the system and have contacted the credit dept. to have that taken care of.
I apologize for any inconvenience this may have caused but that is how the system works.
Having made the request to cancel, that policy will be overridden and the order canceled off immediately.
I will make sure [redacted] and [redacted] are made aware that requests can be handled regardless of policy.
Our customers are very important to us here at Stoneberry and we hope to have the opportunity to serve your needs in the future.