ComplaintsforStein Mart Online, Inc.
Online Retailer
HeadquartersMulti Location Business
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/13/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Placed order 12/8/2022. Never delivered. Status reads processing. Have reached out numerous times through email and automated chat to no avail, no update, nothing other than an automated response that lies about being so busy over the holidays. I want credit for $60.44 sent to my credit card. NO store credit will be acceptable. Order #******.Initial Complaint
01/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 11/03/22 I ordered furniture (two tables) and was charged. I contacted them immediately via email to cancel and they said they could issue store credit once the items are shipped back. It is now 1/12/33 and the items have not arrived, plus a $9.99 monthly subscription in which I asked to have cancelled is still scheduled to occur. This is ridiculous. If you cannot fulfill an order send me my money back.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
01/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On December 30, 2022 I purchased a bedding set from Stein Mart, it was the Farmhouse Stripe Comforter Blue 3 pc set. I was given order number ******. My name is ***********************, I live at ***************************************************************************. Since I paid for the item I recieved an email stating I would be updated when this items ships. It has now been 12 days and I have no update. So I reached out two (2) times by e-mail over the last 4 days, on both occasions I recieved a generic email response that they will get back to me with an update....NO RESPONSE so far. I have tried to look up a customer service number and all numbers I have called where no longer is service or made me wait and connected to some scam to try and buy a health alert system. I just want a person to call me or respond to me and let me know what date my item will ship along with a tracking number, if you don't have my order item and need to cancel and FULLY REFUND me then that is fine, I don't want a credit, I would like the item I ordered or a full refund, there choice. Communication......one of the first steps in running a successful and functional bussiness.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 Jan 26, 2023.
Apologies for any inconveniences this may have caused them thus far.Initial Complaint
01/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I want a full refund for a purchase I made that k was charged for bud never received. The order status is still pending a month later with no shipping. I have contacted Stein Mart three times with no reply.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
08/24/2023
I filed a complaint with the original payment processor and they refunded my payment and I believe reversed payment to Stein Mart. I do not believe Stein Mart owes me money at this time. Regardless, I am not removing my complaint. This company should not be in business as they scammed me and several others with false advertisement to sell products they could not deliver on. It is unacceptable that it is almost 9 months later and they are just offering a refund. Thank God I got a refund from the payment processor upon request and I am glad it was not several hundred dollars spent. I feel bad for other consumers that were not as lucky as me.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
01/08/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ordered 2 items on-line in October 2022. My credit card was charged in October 2022. I received one item in December 2022. It is now January 2023 and I have still not received 2nd item ($77). Have filed requests for credit card to be reimbursed for item that was not delivered in a timely manner and there is no way to cancel an order. I would like my money back for item I have not received.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
08/24/2023
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
01/06/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order for French Country Geo Ruffle Skirt Bedspread Blue 3Pc Set King 1 ************ $142.36 USD on November 2nd, 2022. On 11/8/22, I reached out to check the order status and was sent back that This is an update on your order that it has been received and is processing. Please note that delivery could take up to 21 business days (business days are Monday-Friday, excluding holidays). You will receive an email with tracking information once your order is shipped. I have sent numerous emails since and no one has responded to any of them. On 12/1/22 someone merged my requests for an update into a request folder but did not send any email updating me on the order or respond that they were reviewing my order. The only response I have gotten at all was from 11/8/22.I would like the item I ordered or a refund if it isnt going to ship in a timely mannerBusiness 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
12/20/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
First they sent the totally wrong item. After numerous attempts to call and emails finally someone replied. Two weeks later I received the item not as described. Now I'm six weeks in and no reply, no refund. I've filed a dispute with my credit card company. Steinmart Sucks!!!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. However, we can confirm their purchase was replaced and delivered.
The purchase also appears it was disputed with their credit card company but the bank has settled in our favor. While it has settled in our favor, the customer always comes first - 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.
There is no further action we can do here at this time, apologies for the inconvenience this has caused them thus far.Initial Complaint
12/19/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order with stein mart on November 23, 2022. The order number is ******. The total amount of the order is ****** . I have not been able to contact them about the order. The phone number listed is not valid. I tried emailing them but it appears to be an automatic response. I would like a refund of ******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.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
08/31/2023
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
11/22/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
On September 11, 2022, I ordered two of the same black dresses (one size 6 and one size 8) for my mothers funeral. Unfortunately neither fit. The total for both dresses was $154.75. On September 16, 2022 I sent an email requesting a return shipping label, as their website states to do. I received no response. On September 25, 2022, I sent a second request asking for a return shipping label. On September 27, 2022 I finally received a reply. On October 15, 2022, I received a SteinMart gift card refund in the amount of $147.74. I gave this credit to my daughter, *****************************, to purchase her something for the holidays. She has placed multiple orders, probably over five at this point, which have all been cancelled. They have sent emails stating theyve issued a refund to the previous payment method, which they just put back on the Steinmart gift card. This online business is a total scam. I think they continue to cancel customers orders hoping theyll just give up and keep their money. Its sad a company that would steal from their customers, here at the holidays. Please help!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
08/24/2023
Complaint: 18450152
I am rejecting this response because:
Based on this companys difficult history, Im sure they will never actually process the refund. I would like to leave the complaint open until it is received.
Sincerely,
*******************Business response
08/25/2023
The refund will be processed - I'll make sure of it.
Feel free to leave this complaint open until that happens.Customer response
08/30/2023
Received an email that the order was canceled but the refund has not been issued, as per Stein Marts email.Customer response
08/31/2023
Complaint: 18450152
I am rejecting this response because:
I have received notification today that the refund has been issued. Its not showing up yet in my bank account. I will notify the BBB when it has posted, if it ever does. Its been a year since I made this purchase.
Sincerely,
*******************Initial Complaint
11/08/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello, My order number ****** was delivered on 7/11/22. The dress was poorly made and not representative of what was pictured. After reaching out, I was assigned to *******************. She contacted me initially and asked me to drop my credit card dispute so she could quickly process the refund. She confirmed receipt of the return. I have 39 additional emails to/from Steinmart over this periodic additional information is needed. However, there are no open disputes on my credit card and I have sent them two co formations from that credit card company. For the last month, I there has been absolutely no response for the past 2-3 messages I have sent asking for an update. It has been months and just want my refund and be able to move on. The unresponsiveness and unwillingness to process a promised return is just so ridiculous and disappointing.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 Jul 1, 2023.
Apologies for any inconveniences this may have caused them thus far.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
51 total complaints in the last 3 years.
3 complaints closed in the last 12 months.