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Solo StoveThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
12/20/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 12/3/24, I purchased both a shelter for our solo stove as well as a popcorn popper. While the shelter shipped and was delivered by the 9th (in a battered box), the popcorn maker said it was still being processed. It still has not shipped and every attempt Ive made to reach out (text, phone, email) has gone unanswered. Their AI chat feature understands nothing and kept asking the same question over and over even no matter what I typed. This was meant to be a Christmas gift and I have no idea when or IF this thing will ship. We have been loyal customers for several years but after this situation is resolved, that is over as well as our telling our friends and family to buy anything from their company.Business response
12/23/2024
Dear Jesaida,
I apologize for the delay in responding to your inquiries. Unfortunately, it appears that your messages didn't come through until this past weekend.
I'm pleased to inform you that we have successfully processed the refund for the popcorn maker. Please feel free to reach out if you need any further assistance or have additional questions.
Thank you for your patience.
Best regards,********
Initial Complaint
12/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I placed the below order using the wrong payment method. I called 5 minutes after I placed the order and it was canceled. I was assured since it was canceled so quickly the payment would not go through. Nothing went through on the day I placed my order 12-3-2024. on 12-4-2024 the $677.22 was taken out of my bank account and I am overdrawn and have an overdraft fee. I have reached out to Solo Stove as well and they refuse to expedite as everything on there end is showing canceled.Business response
12/27/2024
Hello! A refund had already been issued in full. Thank you!Initial Complaint
07/05/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Solo stoves does not allow the stacking of coupons. However, this policy is not disclosed before they collect your contact info. Even in the string of texts sent about current offers, it was not disclosed. The information was only disclosed when I contacted customer service for help.Initial Complaint
03/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
My purchase was over 750 so a coupon code of save 150 was applied. I spent over 1400 and returned a set of 500 dollar chairs. My order still qualifies for the 150 discount even with the chairs retuned but they wont restructure my order and refund my chairs at full price. They want to argue with me and not help. They have the worse customer service department and are very rude in all aspects. Order #*******Initial Complaint
01/22/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a heat deflector as a gift for someone, but when they let me know they did not have a need for the item I decided to return it in order to get them something else. At the time of my purchase there was a promotion for a free item which resembled an aluminum can. Nobody had a use for this free gift so it was donated, but upon trying to return the original item they deducted nearly $100 from the return value because the free gift was not also returned. The return page made no mention that I had to return the free gift and it only stated that I was to return the heat deflector in order to receive my entire refund.Initial Complaint
01/10/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Bought a solo stove mesa xl thru third party. Missing item listed in bag. Store wouldnt let exchange since I ended up using before knew and told me to contact company. Contacted company via email and was told warranty didnt cover 3rd party which was never communicated anywhere. And unable to purchase item, why have other retailers if dont honor.Business response
01/11/2024
Hi ********,
We sincerely apologize for any inconvenience you have experienced with your Solo Stove Mesa XL purchase, and we appreciate your patience in bringing this matter to our attention.
First and foremost, we would like to extend our apologies for any confusion regarding the warranty coverage. We understand the frustration of discovering a missing item after purchase, and we regret any inconvenience caused.
Upon reviewing your case, it appears that there may have been a miscommunication regarding the warranty coverage for items purchased through a third party. We acknowledge that this information should have been clearly communicated, and we apologize for any oversight on our part.
In an effort to resolve this matter, we would like to offer the following options:
1.) Replacement of Missing Item: We are committed to ensuring that you receive the complete and functional product you purchased. Please provide us with the necessary details, so that we can process a replacement for you.
2.) Enhanced Communication: We recognize the importance of clear communication, and we are actively working to improve our communication channels, ensuring that customers are well-informed about warranty coverage, especially when dealing with third-party purchases.
Please reply to this messae with your preferred option or any additional information that would help us expedite the resolution process.Customer response
01/13/2024
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.
Regards,
*************************
*************
************
*********************Initial Complaint
12/26/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On Dec 2nd I ordered the pizza oven bundle package Order # *******. I was charged immediately $711.76 and told the item would ship Dec 3rd. I was also charged a bogus fee of $70 for route package protection that I demand be investigated. it was not an option but automatically added to my purchase. On Dec 7th I received and email stating that the order was delayed however would be shipped by Dec 26th. As of Dec 26th I have received no further confirmation of the order being shipped. I have tried to reach out to the ************ via phone calls and texts. I have sat on hold for over an hour multiple times with no answer. I have sent texts with no response. I am demanding a full refund. I am absolutely furious that this company has ruined what was to be a birthday gift for my son and has enjoyed gaining interest on my funds sitting in their bank account since Dec. 2nd.Initial Complaint
12/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I'd like ********************* and Solo Stove repair the harm that he and his company have done to the ** economyBusiness response
01/11/2024
Upon reviewing your complaint, it seems there may be a misunderstanding or misinformation. We are committed to resolving any concerns you may have, but we would appreciate more details regarding the specific harm you believe has been done to the US economy. Please provide additional information or specifics related to your claim so that we can better understand the nature of the issue and work towards a resolution.Initial Complaint
12/12/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Order ******* I was told it has been shipped and given a tracking number . I contacted fed ex and they state they do not have the product. Only the label was created. Based on your website the item should have been delivered by now. Which is clearly not the case .I sent an email with no actual response back , besides someone telling me it was shipped . That is false. I then reached out through text and someone responded saying they will expedite a new shipment. Also false because i have not received a new tracking. Attempted to reach out again through text and no response. Called many times with no response. Also reached out on instagram. No response.Initial Complaint
12/07/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Business has not provided product to *** for delivery. **************** number does not work and no ability to cancel my orderBusiness response
01/04/2024
Hi ********! We apologize for the delayed communication regarding your order. We are going to have our **************** Leads reach out to you to give you an update on the delivery of your order, and we will also be happy to cancel your order for you if you would like! Please keep an eye on your spam folder, and we look forwarding to resolving this for you.
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Customer Complaints Summary
29 total complaints in the last 3 years.
4 complaints closed in the last 12 months.
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