Complaints

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:08/07/2024

  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 ordered The ********************** Starter Kit on August 1, 2024 and my credit card was charged $415.61. I received an order confirmation and the product was never processed or shipped. I emailed the company 2 times, I attempted a chat 3 times on the company website to resolve the issue and to check on the order (the chat was suddenly shutdown everytime I reported an issue with the order), and I attempted to find a phone number but there isn't one for the company; nobody from the company has returned my emails, and I have no other way to contact them. The company has not attempted to call, text, email or respond to my chat attempts on their website under the "contact us" section of the website. This company is obviously a fraud. I want an immediate refund so that I can purchase the product for my homeschooled child from a legit company.

  

  Business Response

  Date: 08/07/2024

  Good evening ********,
  
  
  First, I apologize this was missed. Our phone number is available on any search engine, however we use electronic contact forms to reach out. That being said, I apologize, I confirmed the two emails did not make their way over to the ticket system that our customer service uses to respond with. We are in the middle of implementing a new communications system, and our teammate that handles sorting these tickets has been out of the office all week and I did not catch these emails in time, it appears these emails along with a couple others were not responded to timely and for that I apologize.
  I looked into your order, and it was placed on August 1st and our fulfillment team issued an order through our vendor for this particular item on August 2nd, because we did not have this in our local warehouse to ship out from us directly, but our vendor had this item in theirs, so your order is showing entered which indicates that we are working with our vendor on fulfilling your order. I know this is asking more from you, but can we ask for some patience as we are not Amazon. We cannot ship same day like they can. We are a small locally owned company, so we do a lot of this manually. We coordinate orders with over 150 vendors if we don't have the item in stock in our smaller local warehouse. It can take a week sometimes a touch longer to fulfill these orders due to the wait time with our vendors. I apologize again that we missed your email on the 5th otherwise, we would have explained this to you then.
  
  Regarding your complaint with our chat function on our site, I am reaching out to our IT team regarding this issue. I tested it myself and it did the same thing for me. Thank you very much for bringing this to my attention and I apologize for this inconvenience. The emails were our fault for overlooking them 
  
  All of this being said, we have your order placed as it is being drop shipped directly to you through our vendor Tangible Play. We can reach out tomorrow and have this order cancelled however, it may be too late as it may be already on its way. We can issue a return but we would have to wait until its delivered to you so it can be returned. I am asking fulfillment for an urgent response first thing in the morning to obtain an update on where this currently is at with tracking. If the vendor hasn't shipped, we can absolutely cancel and refund or we can continue with this order if it has been shipped and work with you on a return once you receive this item.
  
  You are welcome to call our office to coordinate any further assistance our number is **************. 

  Customer Answer

  Date: 08/07/2024

   
  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.

  To Stemfinity - I did not anticipate you would fulfill the order as quickly as Amazon, but with no way to communicate, I was left 100% in the dark... Your phone # isn't listed on your website or on the confirmation I received, and it's unacceptable for you to think I should have to spend even more time looking elsewhere for it. At this time, I will allow time for the order to be processed and shipped, but I expect communication from here on out regarding my order. We spent over $400 on the product, and for that amount and during this economy, I expect better. But I appreciate the communication and assistance and don't blame the representative directly. I do hope the company will update their shipping info on the *** page to reflect what was shared with me in this message. 

   

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/26/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  We ordered a smart board stand over 3 weeks ago. We have not received the stand, any shipping confirmation, or any reply to multiple email attempts. We have also tried calling their 800 number, which just goes to voicemail no matter what option is picked. We have already been charged for the order, but have received nothing.

  

  Business Response

  Date: 11/08/2023

  We greatly apologized for any miscommunication on our part. The product ordered was discontinued by the manufacturer and our records show that we attempted to contact you several times regarding other options. We are happy to offer a full refund or find something that best fits your needs.

  Please email our customer service manager ****** ************************************ and we will make sure this gets fully resolved.