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Business Profile

Kitchen Accessories

Stove Guard

This business is NOT BBB Accredited.

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This business has 2 alerts

Complaints

Customer Complaints Summary

  • 92 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/18/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 this upon seeing pictures on their website, which showed this to be one piece. When it came, it was in four separate pieces. I emailed the company today and told them of my disappointment and that I would like to return it and they said I was passed the seven day return.. it is only been four days since the return period ended.

    Business Response

    Date: 01/27/2025

    At the time of check out it has details stating that this is a multi piece product.

    We do our best to assist our customers with in the policy time. We also have our policy available for anyone to review. At the time of check out, you checked the box stating that you are aware of our policies prior to purchasing. 

    Unfortunately, we will not be able to refund you your order.

  • Initial Complaint

    Date:12/12/2024

    Type:Product Issues
    Status:
    Unanswered
    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 bought stoveguard premium for Viking Gas cooktop in November 23rd 2024 and it was $120. I didn’t use it for 5 days since we were not home for thanksgiving this year. Got the product on November 27th. When I started to use my stove with stoveguard on December 2nd, I was surprised that it is not heat resistant and started curling from all the sides with the heat. And now it looks bad and doesn’t stay properly. They advertise as heat resistant. And doesn’t say anything openly on website about their 7 day return policy. I sent pictures of the product on December 9 to return and they said it’s a 7 day return policy. Their product is not what they advertise for and they’re hiding their return policy. If I knew, I would have been more quick trying and decide if I like the product. Plus I didn’t know that $120 stove covers would be bad quality. I emailed them that I would complain about them at BBB and they didn’t reply me back.

  • Initial Complaint

    Date:08/01/2024

    Type:Product Issues
    Status:
    Unanswered
    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 a range protector from Stoveguard on 2/1/2024 for $117.69. It was not to my expectation so I returned it via overnight *** (at my own expense of approx. $35) within the time frame allowed within their very stringent return policy, I have received no further communication other than a canned response that they received my initial email with instructions NOT to send multiple emails asking for a response. I have attached a copy of my credit card receipt, *** Proof Delivery of the return, a copy of their Refund & Return Policy, my emails to them of 2/13/2024, 3/19/2024, and 5/2/2024, and their email response. It has been six months and no communication nor refund has been received.

  • Initial Complaint

    Date:07/29/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Date of transaction was 6/13/2024. I paid $131.59 For a stove gaurd. I contacted their automated help desk for a return. It implied that IF it was custom order to cut it up and send them a picture. Mine was NOT a custom order. I sent item back to them on 6/25/24 the day after receiving it. USPS tracking number **********************. They received package. I never got a refund. Called company help desk on July 24, 2024 to see why my credit card had not been refunded. The representative was unhelpful and put me on hold for 20 minutes and then disconnected me. I have sent 3 emails with no response( they say a response in 24-48 hours). I have no product and no refund.

  • Initial Complaint

    Date:05/13/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Stove guard does not fit

  • Initial Complaint

    Date:05/07/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Online purchase placed 4/20/2024 ORDER #************** - Received purchase 4/27/2024 UPS Tracking ****************** - 4/27/2024 Emailed support that item did not fit - Received response requesting model number again. - Sent info again. - Received the following response ----Good News! Frank, We now offer a StoveGuard for your stove model. Please click on the attached link for purchase, or select your model from the dropdown menu under the brand name. ********************************************************************************* ********************** If you need of further assistance, please contact us at ************. Thank you for your interest in StoveGuard! - My response to above: Glad you NOW sell a StoveGuard for my model of stove. The reason for this email thread is that what I paid for was the wrong item. - Latest response: We are sorry to hear that you received the wrong product and thank you for letting us know. We do our best to package all items carefully and correctly, but this still occasionally can happen. Please send us an overhead photo of the stoveguard cut into 4 pieces. Once we receive the photo, we will issue a replacement immediately. - They inserted an edited photo asking me to cut the product into four individual pieces.

  • Initial Complaint

    Date:04/03/2024

    Type:Product Issues
    Status:
    Unanswered
    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 purchased my Stove Guard 0n 01/15/2024 in the amount of $84.99. The item did not fit, it was too small. I returned the Stove Guard, via, USPS, on 01/23/2024, order # ******. The tracking number was:**** **** **** **** **** *** The address the item was returned to was: STOVE GUARD,**********, 4700 Spring Rd. Brooklyn Heights, OH. 44131 The item was insured for $100.00 and asked that my refund be credited to my original source of payment. I have contacted them three times by phone and left messages thus far, and have had no response. Please advise. ********** ******

  • Initial Complaint

    Date:04/01/2024

    Type:Product Issues
    Status:
    Unanswered
    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 placed an order that I placed on March 15, 2024 and received on March 20, 2024. The order was placed for a new stove that I purchased that I later swapped for another stove. I called the Stoveguard customer service number and left a message. I received an email response to the voice message, initially I wanted an exchange and was told that I would need to pay a design fee and was asked to cut the Stoveguard mat I received. It seemed like a complicated process, so I requested a refund. I received a response and was told that I not only had to pay a design fee, plus I also had to pay a destruction fee that are not shown on the web site. I replied to email to state that these fees are not advertised on the site and noted that I was requesting the refund within the 14 day window. This was several days ago and have yet to receive a response from your company. I have also left two voicemails because no one answers the phone. I have also sent three follow-up emails and have not received a reply. I would like to receive a refund for the order and instructions on how to return the item.

  • Initial Complaint

    Date:03/22/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Stove Guard purchased does NOT FIT our stove. We NEED to return it and get a refund. Company is not replying to emails or answering calls on their Customer Service phone number. Return & Refund Policy is 15 days after receiving the product, we need some answers from the company asap.

  • Initial Complaint

    Date:03/14/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    StoveGuard/Order #******; How Do I Return The Product? Original Packaging, Never Used, Pristine Condition. Cleaned Stovetop This Morning To Install The Product. Read The "Read Before Use" And Realized The Product Is Not For Our Stovetop As We Use The Griddle And High Heat Frequently. Literally Just Opened The Package This Morning As I Have Not Been Able To Use My Left Hand In Weeks Due To Complications. I Was In The Hospital When It Was Delivered. I Would Provide Doctor Documentation If Needed. Thank You.

Stove Guard is NOT a BBB Accredited Business.

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