ComplaintsforStein Mart Online, Inc.
Online Retailer
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/11/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
My purchased slacks on 2/18/24 that arrived 2/22/24 (Order #****** in the amount of $49.17). I contacted them the same day for return instructions and was sent a return label. I sent the slacks back and they received on 3/18/24 (Have the tracking information). I've contacted them several times. My first choice would be to receive a refund but they told me they don't refund and I would be given a credit. Frankly I don't want to do business with them again, so I would like a refund.USPS Tracking #**** 2999 9439 3054 1401 9412 86 This is a copy of the last email correspondence I received. Since then I've asked several times when I would receive confirmation of the return and get store credit.From: Steinmart Support [mailto:**************************************] Sent: Tuesday, March 12, 2024 10:32 AM To: *************************** Subject: FW: A shipment from order #****** is on the way Hello ****,Just to clarify, this item was not part of any sale. You can return it, and it will be processed in accordance with our return policy, resulting in store credit.Thank you,********Customer response
05/26/2024
I received a refund from Stein Mart on May 14. Thank you so much for your assistance.Initial Complaint
01/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Since my order # ****** on 11/27/23, I have been trying without any success to get a refund back to my credit card. No replies at all on 4 emails to date to their *************************************** This is the only form of communication listed on their website to communicate.I would like a refund of $176.80 back to my credit cardBusiness response
01/24/2024
To whom this may concern,
Unfortunately we were unable to reply or get to this person's refund request in a timely manner. We have confirmed their purchase to be processed for a refund. They can expect to see these charges back in their account within the next **** business days.
Apologies for any inconveniences this may have caused them thus far. The customer will receive an additional email notification when the refund has been processed.Initial Complaint
10/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a ***** Soho Leather Shoulder Bag in color Red from SteinMart.com on July 27, 2018 for $1,083.73. At that time Stein Mart was advertising more ***** bags for sale so I never thought to question authentication. Fast forward to now (five years later), I decided to sell the bag on Poshmark and had recently sold it. ************ policy, designer items of $500 or more will get checked for authentication before releasing item to buyer. Today I was notified that the bag failed the authentication check which is an indicator that the bag is fake.I understand that my complaint is past the Stein Mart return/refund policy but given the situation, I believe a refund should be applicable. I feel that if a designer item is being sold online, Stein Mart should have taken extra precautionary steps to confirm authentication before selling a product to a customer. At that time I felt that I had an authentic ***** bag as I did not imagine that a store as big as Stein Mart would sell counterfeit products. I believe that Stein Mart online failed to confirm authentication on a product that was clearly advertised and guaranteed as a designer ***** bag. Had there been a disclosure of not guaranteeing authentication then I would have never purchased the bag. I feel deceived and embarrassed to find out that I have a counterfeit item. Most importantly, I was scammed for $1,083.73 and that is unacceptable.Business response
10/12/2023
To whom this may concern,
Based on the customer's receipt, the bag was purchased on July 27,2018. This is before Steinmart went under new ownership (September 2021). Furthermore, there is no purchase history tied/linked to the email address or name.
Because of the situation stated above, we are unable to honor any refunds or warranties offered at the time Steinmart was previously owned.
Please let us know how we can assist further.Customer response
10/16/2023
I have included additional proof of the purchase transaction. I purchased this bag directly from SteinMart.com and have more than enough evidence to prove that.Initial Complaint
09/12/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Stein Mart of *********** ******* has been charging my credit card **** monthly, since August 28 2021, according to ************ For one, the store closed during COVID at which time I shredded my Stein Mart credit card and to my knowledge I haven't purchased anything from them since.How could they possibly be charging my *********** Credit card since any past purchases were made using the Stein Mart credit card.I have issued *********** to put a block on all future billing from this corrupt company,Business response
09/13/2023
The subscription was activated on the mentioned date as the customer purchased from our ******************** website steinmart.com using a Mastercard ending in ****.
I've included the order status page below, the $9.99 charge is for a monthly subscription which doesn't appear to have been turned off or deactivated.
******************************************************************************************
We've since de-activated the subscription and have refunded the last 12 months worth of charges.Customer response
09/15/2023
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.
Sincerely,
*****************************Initial Complaint
07/26/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have been unsuccessful in getting a response from Stein Mart. I received my order but the size on the package was different than the size on the clothing label. This is clearly a personnel mistake. I am requesting the correct size for my order and a prepaid shipping label to return the incorrect product.SKU ********** Style ******* Order ************* ***********************Customer response
08/11/2023
I am still waiting for a response. I have returned the merchandise but have not received a replacement or a refund. Please update me on the status. Thank you.Business response
08/22/2023
To whom this may concern,
We are currently in communication with the customer assisting them with their return and refund. Last time of communication was today, 8/21/23.Customer response
08/26/2023
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.
Sincerely,
***********************Initial Complaint
05/31/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On 3/7/23, I purchased two dresses from the online stein mart website totaling $******. The following is a copy of the transaction on my bank statement. *****-23 *****-23 - ****** POINT OF SALE DEBIT L340 DATE ***** SP STEIN MART HTTPSSTEINMA The items were shipped right away and received 3/11/23. On 3/24/23, I set up an account on the ************************** website and initiated a return/refund for these items because they did not fit. On 3/14/23 7:53pm, I received an email from ************************************** with a confirmation of my return/request #******. the email also stated that they were experiencing a high volume and there would be a delay in processing my return.On 4/5/23, I initiated another return return with the same email as before about being delayed. #******. Again on 4/6/23 #******, 4/29/23 #******, 5/9/23 #****** On 4/6/23 used the website 'chat' feature to text a representative. Ultimately, no help and that it was being 'escalated' to a customer service person and they would contact me very soon.There are many complaints on their website about similar experiences as mine. I've left many requests under the 'contact us' section and there is no number to call.Business response
08/24/2023
To whom this may concern,
Unfortunately we were unable to reply or get to this person's refund request in a timely manner. We have confirmed their purchase to be processed for a refund. They can expect to see these charges back in their account within the next **** business days.
Apologies for any inconveniences this may have caused them thus far. The customer will receive an additional email notification when the refund has been processed.Initial Complaint
05/17/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed my online order on 1/22/23 for 3 shirts. Using my store credit from 12/5/21 that they told me in the email that it NEVER expired. When you make a return they will not credit your credit card they just give you a gift card to use. My order # is ******. My Stein Mart ****** Card # is:CGHB GAHF 202A C79G the credit was for *****. After my purchase for ***** I had a balance left of *****. I first contacted them through email because that is the only way, no phone numbers. They never answered my email. I contacted them again on 2/2/23 and I received an email back on 2/7/23 stating that ""We are currently experiencing a high volume of customer inquiries this holiday season. For this reason, we are experiencing longer than normal response times. We are actively working on your inquiries in the order they have been received and extend our apologies for any delayed response you may experience". I emailed them on 2/14/23 and received the same exact generic response. I emailed them again after that two more times and I never received any response. I told them I wanted a full refund. And if I don't hear back I am contacting the BBB. I've looked online to try and get a phone number to call. At one point I got a different phone number and was in touch with ************** where I used to send payment to. I was told they no longer deal with Stein ****** just want my full refund (check) back of *****. NOT a gift card. And at this point I no longer want my order. I have had it dealing with them. If my shirts don't fit right or I don't like them I am not playing this game again!Thank you for your help in advance!************************* ************Business response
08/24/2023
To whom this may concern,
Unfortunately we were unable to reply or get to this person's refund request in a timely manner. We have confirmed their purchase to be processed for a refund. They can expect to see these charges back in their account within the next **** business days.
Apologies for any inconveniences this may have caused them thus far. The customer will receive an additional email notification when the refund has been processed.Initial Complaint
04/24/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On February 5, 2023 I went online and purchased a handbag and wallet set from Stein Mart Online with good faith of getting my merchandise. At that time they immediately deducted the total payment for my purchase from my bank account. Since I have tried to contact Stein Mart Online by phone with NO SUCCESS. The only way that I have been able to find of contacting them is on their chat site. I have done this several times, the bot asks for my order #, which I give and then says the order is processing, and ask if I would like to speak with someone. THERE IS NEVER ANYONE AVAILABLE NO MATTER WHAT TIME YOU CALL, so you get a choice to email. Once you email you get a quick response within 24 hours usually that is a general form letter that states, WE ARE OVER WHELMED WITH ORDERS FROM THE HOLIDAYS AND WILL GET TO YOUR ORDER AS SOON AS POSSIBLE (something like this) then says another email will follow. IT NEVER FOLLOWS. I HAVE CHATTED, EMAILED NUMEROUS TIMES WITH GENERAL RESPONSE NO RESOLUTION. it is now April 25,2023 and I'm out not only my money but my merchandise as well. ALL IM ASKING FOR IS FOR MY MERCHANDISE TO BE SENT.Business response
08/24/2023
To whom this may concern,
Unfortunately we were unable to reply or get to this person's refund request in a timely manner. We have confirmed their purchase to be processed for a refund. They can expect to see these charges back in their account within the next **** business days.
Apologies for any inconveniences this may have caused them thus far. The customer will receive an additional email notification when the refund has been processed.Initial Complaint
04/19/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order placed Jan 31 2023- Order number: ******. Order hasn't been shipped in 3 months, no response from customer service and no response via email. Stein Mart states they do not do refunds, but they also will not ship the product ordered. This is a scam business and needs to be shut down.Business response
08/24/2023
To whom this may concern,
Unfortunately we were unable to reply or get to this person's refund request in a timely manner. We have confirmed their purchase to be processed for a refund. They can expect to see these charges back in their account within the next **** business days.
Apologies for any inconveniences this may have caused them thus far. The customer will receive an additional email notification when the refund has been processed.Initial Complaint
04/03/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Stein Mart online orders. I placed an order over a month ago and I cant get a hold of ANY customer service numbers. Theyve all been disconnected and I still dont have my order! Ive sent numerous emails ..and still nothing! I want a refund..as the order has not been shipped. But the online robot says no refunds!Business response
08/24/2023
To whom this may concern,
Unfortunately we were unable to reply or get to this person's refund request in a timely manner. We have confirmed their purchase to be processed for a refund. They can expect to see these charges back in their account within the next **** business days.
Apologies for any inconveniences this may have caused them thus far. The customer will receive an additional email notification when the refund has been processed.
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Customer Complaints Summary
54 total complaints in the last 3 years.
42 complaints closed in the last 12 months.