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Complaint Details
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Initial Complaint
05/03/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ordered two trees in december of 2023 for the last 3 weeks I am informed next week the item will ship. now another week passed and they say next week. I paid in good faith and expect my product
Business response
05/06/2024
We deeply regret the prolonged delay in shipping your order. Your patience and understanding during this time are greatly appreciated. We understand your frustration, and we sincerely apologize for the inconvenience this has caused.
Rest assured we are actively working to expedite the shipment of your trees. Your order is of utmost importance to us, and we are committed to resolving this matter promptly. You can expect your product to be shipped out within the next few days. If anything changes, we will contact you directly.Thank you for your continued patience and trust in us. If you have any further concerns or inquiries, please don't hesitate to reach out to us.
Sincerely,
******* R
Director of Customer Support
Customer response
05/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
11/01/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
The words that follow do not begin to express the lack interest in ever doing business with Stark Bro's ******************************** again.Stark Bro's ******************************** had my order and my money for 6 months, 22 days prior to telling me that they, Stark Bro's ******************************** will not provide the ordered product claiming "quality issues" Additionally, it would seem to me that any "quality issues" with this product would have or should have been notified to me at the time of your delivery status update on September 17, 2023.Communication is lacking with Stark Bro's ********************************.I did not agree to provide six months cash flow to Stark Bro's ********************************!Business response
11/01/2023
We apologize to *********************** for any inconvenience caused by this issue. At Stark Bro's, we prioritize quality and customer satisfaction. Due to unforeseen circumstances the tree that was purchased did not meet our standards for shipping in October as originally anticipated. In the communication sent to ***** in September, we were not aware of an issue yet. Regrettable, we failed to inform him as soon as the date was changed to a "to be determined (TBD)" status due to uncertainty regarding availability this season. We take full responsibility for any confusion caused by this and we understand his frustration. A full refund has been processed as requested in an email sent to us from *********************** today November 1st. As requested, we have removed *********************** from communications such as e-newsletter.Customer response
11/02/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
05/15/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered plants and Stark Brothers screwed up the order. So I cancelled the order and unsubscribed to their website. In fact, I have tried to unsubscribe about a half dozen times. Yet they continue to send me promotional materials. I think customers should be warned that Starks believe that their right to barrage you with promotional sales materials outweighs the customer's desire to be left alone. Thank you.Business response
05/16/2023
We are very sorry to learn of the issues recorded in the customer's statement. We are unaware of any issues with the order as it had not shipped when the customer chose to cancel. A refund was processed right away after their request was received. The customer stated that after submitting a request to be removed from being sent promotional content that they were still receiving advertisements. I have checked with our marketing team to confirm and verify their claim. Our records show that email address [email protected] was unsubscribed from our email marketing newsletters on May 1st, 2023 and that the last email we send to the customer was for an abandoned shopping cart that was sent on 4/20/2023. We have taken the extra steps to make sure that he is suppressed from both emails and texts messaging along with deactivating the customers web account that they had created. Our customers success and satisfaction matters above all and if you have any further questions or concerns, please do not hesitate to contact us.
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.