ComplaintsforDesign A Stone

• Initial Complaint

  07/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed an order and within 90 minutes reached out to customer support to request a change. ******** at DAS said they could cancel the first order and I could do a new order for the stone I wanted. They shipped and billed me for both stones when they said they would Cancel. Emails are attached with order number and amount.

  

  Business response

  08/01/2024

  I just checked and this has been corrected and refunded.

  Customer response

  08/06/2024

  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.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 24, 2024, I order an address stone. On June 29, 2024 I received my package and the address stone that I received was beautiful however it had a missing piece of stone at the very bottom about 1 1/2 inch high and was showing the plastic rod insert (I believe it was plastic). On Sunday June 30, I sent a message to the Design A Stone via their website and within a few hours I received a reply from someone named ******** that asked me send a photo so "our team will then be abel to coordinate and resolve the issue". I promptly sent the requested photo. I never heard anything back from them on Tuesday July 2 sent another email and no response, on Wednesday July 3, sent another email. I also sent a message through ******** messenger on July 2, and received no response, and also tried to call via ******** but no answer. I also posted under their ******** page a couple post and no response.

  

  Business response

  08/05/2024

  I am very sorry for this.  I will speak with our customer support team and get a replacement sent.  Thank you

  Customer response

  08/10/2024

  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.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 13th, 2024, I unpacked order #***** from Design A Stone Co. and identified a manufacturing defect in which the position of the PVC tube at the bottom end of the stone has breached the front face of the stone with the material also being cracked, along with material missing. This issue, along with the PVC tube being positioned at a front to back angle within the stone will cause the stone to lean forward when placed on the vertical staked rebar. This manufacturing defect definitely affects the integrity and functionality of the product shipped on order #*****. The Design A Stone Support Team was notified of these manufacturing defects via e-mail from me on June 13th, 2024 @ 3:42pm along with pictures of the associated defects. The Design A Stone Support Team responded back on June 13th, 2024 @ 7:03pm simply stating that these defects do not affect the functionality or integrity of the product and if I had any further questions or concerns, to please feel free to reach out to them at my convenience. I did indeed reach out to them on June 13th, 2024 @ 8:25pm, reiterating the concerns of the manufacturing defects and requested an immediate corrective action plan in regard to replacing the associated product on order #*****. I also provided them with my direct phone # to contact me if needed and also requested direct contact information of the Design A Stone Management Staff if they were unable to further assist on resolving this issue. I did not receive a reply back from the Design A Stone Support Team and in turn sent a follow-up e-mail to them on June 14th, 2024 @ 10:03am. I did not receive a reply back from the Design A Stone Support Team in regard to my June 14th, 2024, 10:03am e-mail so I sent another follow-up e-mail to them on June 17th, 2024 @ 10:48am and have yet to receive a response.

  

  Business response

  06/25/2024

  I am very sorry for this.  I have spoke with our customer support team and they let me know that a replacement stone was sent.

  Customer response

  06/28/2024

  Better Business Bureau,

  I have since reached out to the Design A Stone Support Team via email (see email message below) on 06/27/2024 to request shipment tracking information on the replacement product from my initial Design A Stone order #***** and have yet to receive a response. I will confirm final resolution to this supplier issue once I have physically received the associated replacement product. 

   

  ***** **** ******************* Thu, Jun 27, 12:47?PM (21 hours ago)
  
  to ******** *******
  
  Hello Design A Stone Support Team,
  I have been notified through the Better Business Bureau that a replacement from my Design A Stone order #***** has since been sent to me. Please provide me with the associated shipment tracking info. Appreciate it.
  ***** ****
  
  

  

  Business response

  07/09/2024

  You should have received an e-mail with all the information for the replacement.  If you for some reason did not please let us know.  Thank you 

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 9 I purchased a 15 x 15 address stone for front of home. They sent a 21 x 21 inch stone. I took pictures and they agreed it’s wrong. Then they sent a 15 x 15 which came damaged. Broken on corner. I sent pictures. They agreed and sent a 3rd stone and stone came with the corner cracked off and missing a period. After requesting a refund and calling and leaving a message and email. They have decided to not address the issue. I have requested a *** * label from them to ship a 100 pounds of rock back. I’m not paying for shipping. No response. Terrible communication. I have sent them pictures of all 3 stones together which they asked for. No response. This business doesn’t give you a phone number but doing research has another stone company at same address. So not sure how they get such a good BBB rating.

  

  Business response

  06/25/2024

  **** I am very sorry for this.  I spoke with my customer service team and they said this has been resolved?

  Customer response

  06/28/2024

   I am rejecting this response because: I don’t know who design a stone talked to. But there has been no resolution.

  So they just lie to the BBB. I have had no contact. 
  

  
  

  

  Business response

  07/09/2024

  We got your picture that you received the replacement.  Please let us know if there is still any issues and we will get it resolved.  Thank you

  Customer response

  07/09/2024

   I am rejecting this response because:
  
  The owner doesn’t care about resolving this issue. He didn’t even read the first complaint.

  Have received 3 stones all wrong. And 2 are damaged. The picture he posted both have cracked off corners.
  

  

  Business response

  07/30/2024

  I have just processed a replacement for this order.  You will be received an e-mail with the new order details.  I am very sorry for this we will get this resolved for you.

  Customer response

  07/30/2024

  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. But until I receive a good stone I don’t want to close out. They have shipped 3 bad so far. 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We placed an order with Design A Stone for an address sign on April 24th. The order was received on May 2nd. There is a flaw in the positioning of the numbers. In the address “559”, the “9” is leaning to the right. It looks like the bottom of the 9 is sliding into the 5. (image attached) On May 6th, I sent a message, via Design A Stone Customer Support page, outlining the problem and requested to have someone contact us to resolve the issue. That same day I responded to an email that had been the used by myself and the Design A Stone contact support team when we were putting together the initial order, and requested a response to the number issue. I did not receive a response. On May 13th I again sent a message via the Customer Support page. I also responded to a marketing email I had received stating I had a "credit for $25", again asking for someone to contact us regarding the numbering on the received stone. On both dates, and in both places (Support page and response to emails), I asked that someone contact us to resolve the issue of the sliding 9. I did not receive a response. I am attaching an image of the "Proof" that the Support Team originally provided. In that image, it is clear that the number 9 can stand up straight. (I will mention that I changed the font, which only affected the number 5.) Comparing the two images (proof and received stone) provides a clear view of the leaning 9. It has now been over a month and I have not heard from anyone. We would like a replacement stone with all of the numbers aligned in a proper upright position.

  

  Business response

  06/14/2024

  ****,  I apologize for this.  Our customer support team just processed a replacement.  You should have received an e-mail notification.  Please let us know if you need anything else.  Thank you

• Initial Complaint

  05/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Received a confirmation #. But no where to check on said confirmation. Web site states we will receive and email with arrival itinerary. Have not received email. Website is not easy to contact someone. Website states it will ship within 4 days. Should have shipped today. Would have liked to give my mom a timeframe when it will arrive. Did they just take my money?

  

  Business response

  05/28/2024

  I have looked into this and it shows your order has been delivered.  Please let us know if that is not the case and we will get this resolved.  Thank you

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for an address stone Apr 15th order # *****. When it arrived it was the wrong address number. It came with **** ****** drive. I contacted ****** at customer support by email. Which is the only way you can contact anyone. Told her the issue, sent her a picture, and a copy of the original order. She sent a new address stone which arrived April 25 th and it was also the wrong address. I provided a picture of **** address number and contacted ****** again. This time she was less than helpful and said I would have to pay 50% of the original cost to send another one. I provided the correct address of **** each time. It was sent to this address, my cc info had this address. I requested a new one or a refund but prefer a new one with my correct address. ****** has stopped communicating with me after I requested the refund or the appropriate replacement with my correct address **** * ******* **. I also filled a contact request form for a manager or **** the CEO to contact me and to date I have heard nothing.

  

  Business response

  05/28/2024

  I am very sorry for this.  I see your replacement ( Tracking # ************ ) has been delivered.  Please let us know if you need anything else.  Thank you

• Initial Complaint

  05/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date of Transaction 4/27/24 Design a Stone is the Business Order number ***** No communication other than automated response No phone number listed for company to contact only email correspondence No response for a tracking number Company states 4 days for order to be processed its past the 4 day Multiple emails into the email listed little to no response

  

  Business response

  05/28/2024

  Your tracking number is ************ and shows it has been delievered.  Please let me know if you need anything else.  Thank you

  Customer response

  05/29/2024

  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.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My stone came damaged and I can not get the company to respond to any messages I have sent

  

  Business response

  04/10/2024

  ****,  I just checked and a replacement was processed yesterday.  You will receive an e-mail with tracking information.  Please let us know if you need anything else.  Thank you

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased online a stone from this company that was to be monogram. This was to be a birthday gift for my daughter. It was delivered to my daughter, but as you can see in the enclosed photo, it was chipped. I paid. $105.93 This amount is with the 40% discount coupon that they offer me that day. The company, a ********, replied via email saying they would replace the stone. I asked if I was to return it at their expense. I received no reply with returning the stone that was broke, moving forward. My daughter received the replacement stone, but I received my charge card, bill much to my dismay, it showed the $105.93 charge that I paid and they gave me credit for that amount. But I was charged now. $171.20!! so I communicated back with ******** and she said I was contacting the wrong company, then she said there is no order for this then she said they can’t find any information. But then again, she replied via email and said they cannot give me the coupon discount for the second order. It was not a second order it was replacement for a damage product that we received. I should have only been charged once for the amount that I paid. Her reply is we’re not giving a coupon on the second one I would’ve never purchased this product at the original price that they are now charging me. I would never have done that. What Drew my attention to purchasing this product was the coupon discount I want the amount of $171.20 to be given credit on my card and only pay for $105.93. Please if there is anything that you can do to help assist with this, it would be most appreciated. There is no way other than email to get in contact with this business. There was a phone number when I looked up the company but no one answers it, and the line is not even Stating that it is for design A Stone. It states the product is made in the USA, but they leave an email address to get in touch with someone. It is very difficult.

  

  Business response

  03/15/2024

  ****,

    We have looked though all this and see where a replacement was sent.  However there was no additional charge for the replacement stone.  It was sent free of charge.

*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. ↩