ComplaintsforStout House WV

• Initial Complaint

  11/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order with Stout House that they have not fulfilled in almost 3 weeks. They do not return emails and the phone number is disconnected. I’ve had no communication from them since receiving an order confirmation automated email.

• Initial Complaint

  03/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Stout House claimed that they were running a diaper print that would benefit relief efforts in Ukraine. They said proceeds from sales would be donated to relief efforts. They refused to provide any information or proof about where the proceeds would go or if they would actually donate, and called their purchase of the print a donation. The owner intentionally misled people in order to directly profit herself. When I attempted to cancel my order, I was told I would have to pay a 20% fee. The order has not been shipped yet. It was a preorder, and the preorder hasn’t even closed yet.

  Business response

  04/20/2022

  Hello! I'm so sorry to hear again about this miscommunication. As we really tried to communicate to you, we certainly made zero effort to profit from any tragedy happening in the world, nor have we ever. If you take a look at the product listing on our website, you'll see nothing about donations from the product. We simply mentioned in a Facebook thread to someone who was curious that when we purchased the print file from the Ukrainian artist, the proceeds the print artist made would go to benefit the people of Ukraine. We thought this was a big win for our community, and were very proud of our support of this incredible artist. We also made mention that we wanted to make a donation to the Ukranians as well, but we made it very clear that we didn't have any solid plans to do so at the moment, which is why we couldn't provide you with a charity that we planned to donate to. We simply didn't have one in mind yet, and we made it clear that it was a possibility, not a certainty. We were simply answering someone's question about if we planned to donate as well. We didn't want to make it a big deal for people to purchase the print, so we never advertised our intentions. We just wanted to do something good in the world. Again, we're very sorry for all of the miscommunication on our part, and we certainly take responsibility for any role we played in your misunderstanding of the situation. It is our refund policy that only 80% of the purchase price is refunded for non-defect related refunds. However, because of the misunderstanding with the product, we opted to refund 100% of your order. We hope that everyone can see from our incredible reviews and typically happy customer base that we truly do everything in our power to take care of people and make sure we right any wrongs. As always, if you need anything, you can always reach out to us! We're here for you. 
  
  

  Customer response

  04/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The business did not refund me 100% of my order. I had to dispute it with my credit card. They are lying. They intentionally worded their comments and advertising to make it appear as if they were donating to Ukraine. They called their PURCHASE of a print a “donation” and broadcasted this KNOWING that it would up their diaper sales. After mentioning this, MULTIPLE people commented that they were placing orders because of it. If it had been unintentional, there are still many ways they could have handled the situation. The appropriate course of action would have been to donate 100% of the diaper proceeds to relief efforts after mentioning their plan to donate, instead of making vague mentions to increase their sales without committing to anything. 

  Regards,
  
  ***** ********

*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. ↩