Customer ReviewsforStonewood Manufacturing, LLC

I ordered a hot tub cover and lift about 5 weeks ago now from PartsforSpas. Credit card was charged and I took a picture of the order number/confirmation but NEVER received an email confirmation. I have called and left message multiple times as well as used their chat. I have heard from no one and no response in the chat. At this point I am in fear that I am being scammed. How do I get someone to respond to me about my order? -******

Hello ******,

I do apologize but we have have made multiple attempts to contact  you but via email and replying to your chats but never received a response.  I will try to reach out to you again to try to get this resolved and will also cancel your order and issue you a full refund.  

Stonewood Manufacturing {Partsforspas) is a company to avoid at all costs. The products are **** and when you call for warranty service they refer you to the manufacturer which in my case was Blue Water Spa Covers. **************** at both companies is non-existent. Phone calls are never answered so you are stuck talking to a representative via email or chat whose job it is to discourage any warrantee claims. After several conversations with Stonewood and Blue Water I gave up and tossed the $165 Spa Cap in the garbage.

In our defense you ordered your custom spa cover cap July of last year (2023) and have been using it ever since.  When you contacted the manufacturer for warranty assistance they determined that the damage done to your cover was from abuse.  They however were more than willing to repair your cover.  All you needed to do was ship the cover back to the factory with a prepaid return label and they would repair at no extra cost.  I am sorry to hear you felt this solution was unacceptable. 

The response from Partsforspas.com could not be more false. The manufacturer stated that I would have to pay *** freight to and from their facility. **************** at this company is non-existent.

Ordered a hot tub cover in December and was told that it would be around 12 days production and then shipped. It is now February 1 and still no cover. I keep asking to speak to someone but no one calls, only emails that they will contact shipper. You call there number and get voice message that says they will call you back, which they do not. If Paid the extra money for free shipping and this is the service you get. This company was referred to me by Prestige Spa Covers. Not sure if this is another name for the same company. But do your diligent research before ordering from here.

I do apologize that the freight shipping time is taking longer than expected.  As I mentioned in the several emails I sent to you we are doing our best to help resolve this delay and get your cover delivered as quickly as possible.  Please understand we are not the freight carrier and I do agree that they are taking longer to get your cover delivered to you than usual but in some cases when your local delivery hub is backed up it can take longer to get delivered.  We did get your cover built and shipped out very quickly and will continue to work with the freight carrier to get your cover delivered as quickly as possible.  I again apologize that the independent freight carrier is taking longer than expected to deliver your cover. Thank you again for your order and you will be receiving it very soon.  

If I could leave zero stars, I would. we placed an order for a cover on November 11 then on December 6 we had to pay an additional $180 for shipping. on December 20 asking for follow up on shipping and we’re told we need to wait 12 days for production, it’s been a month and 12 days it’s starting to seem like a scam. I cant wait to see if I get my requested refund or a ****** made cover. Wish I read these reviews sooner.

I wanted to leave a zero star rating but thats not an option!! Absolutely horrible its been over a month, no reply to emails/phone messages at all until today and now they want more money for shipping costs they were unaware of yet seems as if many people have had the same issues! Definitely filing a legal complaint!!

I do apologize you did not receive our previous emails.  As noted both on our website and in our terms and conditions which all customers must agree to prior to ordering that in some cases we may need to charge more for shipping.  We have canceled your order and issued you a full refund.  

If I could give 0 stars I would have. The hot tub lid packaging was damaged upon delivery so as instructed I wrote 'subject to inspection' as they instruct you to do so to cover against damages, wasted literally 3 months, only to get the runaround, while being informed 'I will check with the shipping manager and will update you soon' all to hear that I was supposed to file the claim even though common sense whoever pays for shipping has to file the claim. They just said oh well it's my problem. Real smart to burn a repeat customer. Idiots.Not to mention how poorly the stitching was this time on the speaker cutouts, looks like a 5 year old made it, absolutely terrible.Take your business to literally any other Spa or Hot Tub business that would actually be grateful for your business, or possibly assist their customer, versus turning their back and doing the exact opposite. Based on the other reviews I should've looked at first, hopefully this place will close its doors soon so they can't burn anyone else with the terrible customer service.Side note, any response to this will be 100% false. I did exactly what they instructed upon delivery....still screwed me over. Classless Dirtbags.

I apologize the carrier damaged your cover in shipping.  We ask our customers to take a minute at delivery to insect the cover and if damage is found refuse the cover and send back with the carrier so it can get replaced.  If you accept and sign for the cover then the customer would be responsible for filing a damage claim directly with the carrier.  We note this both on our website and in our terms and conditions.  You never mentioned you had any concerns regarding the stitching of the cover.  If you feel that it was not built correctly please contact the manufacturer directly.  If you do not have the contact information feel free to reach out to us and we would be happy to give you this information to help get your concerns resolved. 

This is sort of a scam, see the review by Keith. I ordered a spa cover and the next day I receive an email saying - we apologize but we need another $170 for shipping. What, I filled out the form which even asked for shipping location and the shipping charge was $0.00. So, a game is being played in the hopes that most customers will do the add on charge. The only reason I gave them one star is that the refund/cancelation was processed quickly.

I again apologize that we needed to charge more to ship to you.  Freight shipping is extremely expensive right now especially since Yellow Freight went bankrupt.  We are having to quote each shipping address on an individual basis and rates are fluctuating greatly.  We are paying a substantial portion of the shipping charge for each customer but the balance we are asking you to pay is the portion we cannot cover.  We note both on our website and in our terms and conditions which all customers must check that they have read and agree to prior to order that we may need to charge more for shipping and we do not advertise that we are offering "free shipping". In the event that we must charge more for shipping we immediately contact you and let you know that we would need to charge more to ship and give the option to continue with their order or cancel.  

Went and ordered a hot tub cover and website stated free shipping. Received an email stating I would have to come up with another 100.00 dollars to pay for shipping. Deceptive advertising. Not letting them extort another 100.00 out of my pocket. Don't believe shipping has changed that much overnight. Requested a refund and will go with another company. Seems like shipping is a big problem with this company.

I again apologize for needing to charge more for shipping. Unfortunately right now the entire freight industry is dealing with the closing of Yellow Freight and freight pricing has skyrocketed.  We note both on our website and in our terms and conditions that we may need to charge more for shipping.  We do not advertise "free shipping".  You were not charged for shipping at checkout.  When we notified  you of the extra shipping cost we gave you the option of continuing with your order or canceling your order for a full refund.  You indicated that you wished to cancel your order and we immediately issued you a full refund.  You have been refunded in full.  

If I could give no stars I would. Very deceitful company. They have several websites and will charge you more more shipping claiming it is stated and they did everything to lower the costs, but this is their only way to seem worthy from competitors who are more honest with their upfront pricing. One website listed price of cover for $580, free shipping. Two days later I get email saying their reached out to many companies and unfortunately need to charge $170 in additional shipping. I cancel order and order a new cover from what I though was a different company. New order was $610 and a day later, I get the same bs email from same rep saying shipping would be an additional $130. I guess their best shipping rates magically fluctuate depending on the website and overall cost you were charged for the cover. Please read their reviews on bbb before purchasing. I wish I had.

Please understand the freight carrier considers your shipping address to be out of their normal delivery zone and are charging an exorbitant rate to deliver to you.  As noted on both the website and in our terms and conditions that in some cases we may need to charge more for shipping and we will contact you immediately after ordering to give you the option to continue with your order or cancel for a FULL refund.  Since you replied you did not want to continue we immediately canceled your order and issued you a full refund. Unfortunately you will find that all other cover dealers/manufacturers will have this same freight shipping issue and will need to charge more to ship to you.