ComplaintsforStein Mart Online, Inc.
Online Retailer
HeadquartersMulti Location Business
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Complaint Details
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Initial Complaint
02/05/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Hello, I've tried to contact a Stein Mart representative to complete a return via phone **************** (found number via ****** search, but number not valid) and via email at ************************************** on 1/7/23 (but did not receive a response). I ordered 3 pillows on 12/29/22, order #******. One of them I never received, one has damage to the pillow fringe, and one I'm keeping. I need to return the damaged one even though it is now past due bc it is damaged and because I never received an email reply telling me how to initiate the return; I looked everywhere I could think of on steinmart.com, but could not find it. Hence, please cancel/refund the pillow that never arrived, which is ************** Pink Flower Petals Abstract Stains Outdoor Throw Pillow". And also please send a prepaid shipping label to my email ********************** for the damaged pillow, which is the "Classy * Us LLC Chicos Home Santa Decorative Holiday Pillow (18"X18")".Thank you for resolving this,*************************** ************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
01/26/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a dress on order # ******* and it did not fit so I asked for a return label. I have asked for this label at least 6 times and all I get is the same automated email telling me that they will contact me. All I need is the return label so I can send this dress back. I understand that I will get a store credit which is fine since I intend to purchase other items. Please help me get this return label. Thank you.Initial Complaint
01/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a rug never arrived had to dispute for refund with my credit card company, which is still ongoing Steinmart won't respond to any emails and there's no phone # to call anymore. The # on their website is disconnected or has been reassigned to another owner.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 Feb 22, 2023.
Apologies for any inconveniences this may have caused them thus far.Initial Complaint
01/23/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On 12/11/2022 I ordered products from Steinmart because I had a store credit of $265.28 I wanted to use. Their website was offering 40% off everything. After I hit the enter button, I realized they did NOT apply the 40% off as advertised. Hence they charged the full price of $532.99. They used $265.28 of my previous store credit, PLUS $267.71 charged to my credit card. I immediately sent them an email within 2 minutes telling them to CANCEL the order, because they did not honor the 40% off. They never responded. So I contacted FED-X and told them to CANCEL the shipment and return to sender, which they did. Consequently, I never took possession of the products as they were sent back before being delivered to my home. I have sent Steinmart 7 emails requesting a store credit of $265.28 and refund my credit card for $267.71, and they will not respond. Their telephone number posted on their website and the BBB website is no longer a working number **************. It would be my preference to get a full REFUND for everything. See attachments:1. Steinmart order ****** 12/11/2022 that shows a purchase of $532.99 and they did NOT give take the 40% off as they advertised. Instead they used $265.28 of my previous store credit and then charged an add'l $267.71 to my credit card for a total of $532.99.2. Fed X tracking ************ showing I never took delivery of the items as they were returned back to sender. 3. Emails I have sent to them asking for the credit card charges to be refunded and my store credit back, in which they have never responded to.Again, it is my preference to receive a full refund of $532.99, as I do not want to do business with them.Business response
08/24/2023
To whom this may concern,
Unfortunately, we were unable to satisfy the customer's request in a timely manner - the customers purchase has been disputed and resolved in the customers favor, therefore there is no further action we can take as they've already been refunded.
Please let us know if there is anything else we can assist with.Initial Complaint
01/21/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a dress (Order #******) from Stein Mart online on November 6, 2022 for $103.43 using a gift card and a credit card. I contacted Stein ********************* them on November 17th to inquire about when my order would be shipped and was told that there was an issue at the warehouse and it would be shipped in the next few days. I contacted them again on December 5th, December 28th and January 7, 2023 and none of these inquiries have been answered or acknowledged. During this time. I have received advertising emails from Stein Mart that have shown the dress that I ordered displayed prominently in the email. I would like to get a full refund for the dress ordered for the full amount (NOT a store credit).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
08/29/2023
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 as long as they follow through with their response and a refund.
Sincerely,
***************************Initial Complaint
01/20/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order #******, 2 dresses. Received 1 ****, 2nd dress on backorder. Not of expected quality, Requested return label, returned *****, requested cancel of 2nd dress. Told would receive store credit for 1st dress, never received, At this point communication had been reasonable, since then, basically nothing ***** Received 2nd dress. Requested return label, never received. Frequent emails requesting return label and refund, only receive emails saying same thing, every time. We are experiencing high call volume, please be patient.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
01/20/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order online with Stein Mart on 12/7/22 (order #******) including two women's clothing items. I paid in full at the time of order. One item was shipped and I received it on December 10. I have not received the other item. Since then I have contacted Stein Mart multiple times via "contact us" on their web site in an attempt to get a refund or get the item, but Stein Mart hasn't responded.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
01/20/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a throw on 12-12-2022 for $124.36. Order#******. I have not recieved it. I have contacted them through emails at *************************************** I receive a standard message assigning an inquiry number. No further communication received. I haven't been provided any type of tracking number, **** fed ex., etc. I would like a refund in cash versus a gift card. The gift card credit on file with stein mart is $158.68. This claim is for a cash refund of $158.68. I no longer desire to purchase any merchandise from 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 has been processed for a refund as of May 24, 2023.
Apologies for any inconveniences this may have caused them thus far.Initial Complaint
01/16/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased 3 items on December 2, 2022. I received 2 of them but not the 3rd. I received an email that this 3rd item was getting ready to ship. I never heard again from Steinmart. I have sent 3 emails requesting information, and only got an auto reply each time. No information. I called, but the number is no longer in service. I was charged for the item which was not received. This is fraudulent.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
01/15/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an order for 2 bedspreads with Stein Mart on 11/30/2022. I was charged for the bedspreads. My order number is ******. I have not received my order. I have asked the company twice via their on line customer service portal with no response. I have called the phone number that is listed on the internet (no phone number is one their website) and the number goes no where. I am very frustrated. I was charged $256.36 for this order with no product and no response. I receive an auto response when I send an email that indicated that they are very backed up and it may take a long time to return my email. This company is a scam.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.
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Customer Complaints Summary
51 total complaints in the last 3 years.
3 complaints closed in the last 12 months.