ComplaintsforStein Mart Online, Inc.
Online Retailer
HeadquartersMulti Location Business
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Complaint Details
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Initial Complaint
03/24/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I placed an order (order #******) on 1/30/23 and only received one item from that order. The **************** woven sleeve pullover was not received and is still stating preparing for shipping on their website. I have reached out to customer service via email 3 times with no resolution and there is no phone number to call. If the item is not going to be sent, I would like a refund back to my credit card for $29.70 plus shipping that was charged. I do not want any credit applied to a gift card. I did not realize that so many customers are having issues and just recently placed another order and now I have a concern with (order #******) placed on 3/19/23 where I did receive one item from that order which was the wrong item and there are 3 other items preparing for shipment. I am not too confident that those items are going to be sent from prior experience. Please send items or refund money back to credit card for that order also. I have been a long time customer of ************************** and I am extremely disappointed with the lack of customer service.Business response
08/24/2023
To whom this may concern,
Unfortunately we were unable to reply or get to this person's refund request in a timely manner. We have confirmed their purchase to be processed for a refund. They can expect to see these charges back in their account within the next **** business days.
Apologies for any inconveniences this may have caused them thus far. The customer will receive an additional email notification when the refund has been processed.Customer response
09/28/2023
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.
Sincerely,
*******************Initial Complaint
03/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I returned an item and it was received by Stein Mart on February 23, 2023. I was suppose to get a store credit within 5 days of receiving the return. I have written to them several times regarding this and all I get in return is a standard form letter telling me they will be in touch. All telephone numbers are not working and I cannot get anyone to answer me as to why I do not have my store credit. Originally it took them over 1 month to just send me the return label and now I am waiting for my store credit for almost 1 month. My order # was ******Business response
08/24/2023
To whom this may concern,
Unfortunately we were unable to reply or get to this person's refund request in a timely manner. We have confirmed their purchase to be processed for a refund. They can expect to see these charges back in their account within the next **** business days.
Apologies for any inconveniences this may have caused them thus far. The customer will receive an additional email notification when the refund has been processed.Initial Complaint
03/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered from Stein Mart on January 30th. I received the item and it did not fit. I returned the item with the return label sent by Stein Mart. I cannot get anyone from Stein Mart to return an email with information on when I should get my refund.Business response
08/24/2023
To whom this may concern,
Unfortunately we were unable to reply or get to this person's refund request in a timely manner. We have confirmed their purchase to be processed for a refund. They can expect to see these charges back in their account within the next **** business days.
Apologies for any inconveniences this may have caused them thus far. The customer will receive an additional email notification when the refund has been processed.Customer response
09/28/2023
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.
Sincerely,
***************************Initial Complaint
03/14/2023
- Complaint Type:
- Product Issues
- Status:
- Unresolved
I purchased two dresses from Stein Mart online in the amount of $186.87 on 9/23/22. They were too small so I asked them for a return label on 10/20/22. The label with the dresses says the return has to be initiated in 30 days which I did. I asked for a label again on 10/24 and 10/26 then on 11/1 Stein Mart asked for more info which I provided and they sent the return label the next day. I mailed the dresses back and according to the tracking info Stein Mart received the package on 11/11. I have requested the status of my store credit on 12/5 and 1/3/23 and 1/19 and 1/24 with no reply other then their automated response that my request is being reviewed. The order number is ****** and the return #****** and ******. I feel Stein Mart makes the return of items difficult so they don't have to give credit and they delay their responses with this goal to make returns as hard as possibleBusiness response
08/24/2023
To whom this may concern,
Unfortunately we were unable to reply or get to this person's return request in a timely manner. We have confirmed their purchase has been processed for store credit and info was resent as of Aug 16, 2023.
Apologies for any inconveniences this may have caused them thus far.Customer response
12/22/2023
I returned two dresses to Stein Mart last year and I never heard from them about receiving store credit so I filed a complaint with BBB. After I filed the complaint I did get a message from Stein Mart 0n 9/29/23 advising I have $147.62 store credit and I can redeem it with a store credit code. They said they sent the code to me but it was to an email address I haven't used in years so I sent a reply that they need to send the code to my current email which they obviously have as they used it to let me know I have credit available. I have sent ************************************************************** so I am still unable to use my store credit.Initial Complaint
02/28/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On 12/19/2022 I ordered a Bed Comforter and Shower curtain, dcor item off the Stein Mart website. My credit card was charged $227.82 order #****** which I never received. I have followed up several time by email because the customer service line is out of service. On 1/19/2023 I requested a refund by email with no response. It has been over 2 months with with no response and I would like a refund. Below is the proof of the payment transaction from my bank account and screen shot of the order. Please call me with any questions you may have regarding this compliant. Thanks!************************* ************ Completed on:12/20/2022 Description:POS PURCHASE MERCHANT PURCHASE TERMINAL ****** SP STEIN MART HTTPSSTEI ** 12-19-22 XXXXXXXXXXXX7663 Amount:$227.82 Transaction type:WITHDRAWALBusiness response
08/24/2023
To whom this may concern,
Unfortunately we were unable to reply or get to this person's refund request in a timely manner. We have confirmed their purchase to be processed for a refund. They can expect to see these charges back in their account within the next **** business days.
Apologies for any inconveniences this may have caused them thus far. The customer will receive an additional email notification when the refund has been processed.Initial Complaint
02/25/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased some clothing from Stein Mart online on September 10, 2022. I sent a return request via email per their company policy on October 9, 2022. I received a response on October 11th stating their return policy and asking if I would still like a return label sent to me. I responded on the same day requesting the label. By October 14th I still had not received the shipping label so I emailed them again requesting the label again. I received a response on October 16th stating that my items were on clearance and they were not eligible for returns. I responded back on October 17th stating that the items were not on clearance because my order showed that I paid full price. By October 19th I still had not received a response so I emailed them again asking for a return label be sent to me and that I was concerned their delay would cause an issue with my refund. I sent a follow up email on October 21st because I still had not received a response. On October 27th I received a response with the return label attached. They informed me that the items would need to be returned within the 30 day window. I responded back on October 27th stating that due to their delay in repsonding back with the return label I was outside of the 30 day window and asked for reassurance that if I returned these items that I would be refunded for them. They responded back on October 30th assuring me that I would receive credit for my return. I responded on October 31st thanking them for their reassurance and informed them that I would ship the items the next day. On November 1st I took the items to the post office for delivery. The tracking number provided confirmed that the return was delivered on November 3rd. I emailed on January 7th and February 11th asking where my refund is. They have ignored those emails. I would like assistance in getting my money back from SteinMart. They owe me $181.40 minus tax. I feel like I have waited more than long enough for my refund.Business response
08/24/2023
To whom this may concern,
Unfortunately we were unable to reply or get to this person's refund request in a timely manner. We have confirmed their purchase has been processed for a refund as of May 22, 2023.
Apologies for any inconveniences this may have caused them thus far.Initial Complaint
02/24/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Place an $400 order and have not received it. I have sent many emails w only getting automated responses. You can not call the store nor the parent company, only email. I want the stuff I order or a refund asap. The dresses were for a wedding and now I have little time to find more. I lobes this company before it went online only so I didnt think twice abt placing an order. Pls respond!Business response
08/24/2023
To whom this may concern,
Unfortunately we were unable to reply or get to this person's refund request in a timely manner. We have confirmed their purchase has been processed for a refund as of Aug 11, 2023.
Apologies for any inconveniences this may have caused them thus far.Initial Complaint
02/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a quilt from Stein Mart and did not like it so I returned it for store credit. I then ordered two purses in November with my store credit and have received nothing. My order on the website says it is "Unfulfilled" and the amount $180.83 has been deducted from my store credit. I have sent multiple messages to the customer service email, there is no phone number, and have gotten no reply. In my last message I threatened to report them to BBB and again no reply. When I bought the quilt they answered my questions and now they are ghosting me.Business response
08/24/2023
To whom this may concern,
Unfortunately we were unable to reply or get to this person's refund request in a timely manner. We have confirmed their purchase to be processed for a refund. They can expect to see these charges back in their account within the next **** business days.
Apologies for any inconveniences this may have caused them thus far. The customer will receive an additional email notification when the refund has been processed.Initial Complaint
02/20/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order on2/4/23 for $100.22. I received a partial order on 2/8/23. I immediately tried to call Stein Mart about the incomplete order. I was missing a 19 oz Pumpkin Spice Luxe candle and a Pumpkin Spice **** Diffuser. All the phone numbers I tried were out of order. I have emailed 4 times about the issue and have received no reply other than an automated email saying they received my email. I would like my candle and **** diffuser. I paid for them.Business response
08/24/2023
To whom this may concern,
Unfortunately we were unable to reply or get to this person's refund request in a timely manner. We have confirmed their purchase to be processed for a refund. They can expect to see these charges back in their account within the next **** business days.
Apologies for any inconveniences this may have caused them thus far. The customer will receive an additional email notification when the refund has been processed.Customer response
08/25/2023
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.
Sincerely,
***********************Initial Complaint
02/05/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On November 11,2022 I ordered an item, order #******. I received an email confirming the order. The amount was charged to my credit card. The Steinmart website gives you a Shop app to track your order. The Shop app showed that my order had been placed. Starting at the end of November I used the Shop app contact vendor option to reach out to Steinmart inquiring on my order. It would immediately acknowledge my inquiry but I would never hear from them as to specifics on my order. I tried to contact Steinmart by phone, their phone numbers are not valid. I tried to Chat with them on there website. It acknowledged my inquiry and indicated it would get back to me. It is now February and I have had no communication with Steinmart as to the status of my order or a refund. I would like a complete refund for my order.Business response
08/24/2023
To whom this may concern,
Unfortunately we were unable to reply or get to this person's refund request in a timely manner. We have confirmed their purchase has been processed for a refund as of March 13, 2023.
Apologies for any inconveniences this may have caused them thus far.
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Customer Complaints Summary
51 total complaints in the last 3 years.
3 complaints closed in the last 12 months.