Online Retailer
Stein Mart Online, Inc.Headquarters
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Complaint Details
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Initial Complaint
11/06/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On August 28 2022 I ordered 2 dresses from Steinmart (same dress two sizes). When they arrived they were so ridiculously small they were as small as a childrens size. I returned the dresses and asked for a refund to the credit card I used; the order cost $82.18. I emailed them on 9/5/22 requesting the return information and mailed the dresses back right away. On 10/10 i emailed them asking if they received my return because I hadnt heard anything. I heard back on 10/22 that it was received and my refund request was being processed. On 10/23 they sent me a store credit email with a store credit code that only showed the last 4 numbers of the code; the rest of the code was only dots. Ive emailed them 4 times since saying I need all the digits of the code to be able to use it and they just keep sending the same email back with just the last 4 digits. On the last email from them they said they cant see the full code number at their end. I cant use this credit without the full number and theres no way to call them and get the number. I am so aggravated and want my money back. This is ridiculous Oder number ************* Return request number ****** or ******Business response
11/07/2022
To whom it may concern,
When a customer returns an item, our warehouse automatically issues a store credit to the email used to make the purchase. Our agents do not have access to the full code for the customer's privacy and security.
We are currently investigating the case and the cause of this delay. We have escalated this to our management for further review.
We have issued a full monetary refund of $82.18 back to the card used to make the purchase. Please allow 5-7 business days for the funds to show up on the account.
We apologize for any inconvenience this experience may have caused, and we hope this outcome is satisfactory.
Initial Complaint
10/24/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Order #****** I wish to return this item for a full refund. I have written several times and am told to wait 72 hrs, then I'm told the return label will sent, and then no communication. I do not wish to have a store credit since I am obviously not going to be able to return items for a refund. If clothing doesn't fit or look good why order more? If household items can't be tested in place who needs the agravation. Your return/refund policy needs improvement and so does your customer service. Based upon previous complaints neither has been resolved or improved.Business response
11/07/2022
To whom it may concern,
We are currently investigating the delayed response in getting the return label to the customer, and this case has been escalated to management. We apologize for any inconveniece this delay may have caused.
We have issued a full monetary refund of $178.55 back to the card used to make the purchase. Please allow 5-7 business days for the funds to be reflected into the account.
We thank the customer for returning the order, and we hope that this outcome is satisfactory.
Customer response
11/08/2022
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
10/23/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I have serious reservations about an online retailer (who once provided quality brick&mortar service/products), sending me products that do not meet minimum quality standards then telling me I need to pay for the returnBusiness response
11/07/2022
To whom it may concern,
Our return policy can be found online at https://steinmart.com/policies/refund-policy - this policy is available on our website.
We have issued a monetary refund of $70.36 back to the card used to make the purchase. Please allow 5-7 business days for the funds to be reflected into the account.
We apologize for any inconvenience our policy may have caused, and we hope to earn their business in the future.
Please let us know if this outcome is satisfactory.
Initial Complaint
10/06/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Between 9/23 and 9/24, I placed several orders with Steinmart.com (or so I thought). It's the largest order I've ever placed anywhere. I was ignorant of the fact that returns would only provide me with a e-gift card to the Steinmart.com suite of stores (I think but can't confirm). It seems now that I need to deal with Dressbarn, whose clothes don't appeal to me -- the fit is long and unflattering.When I saw how oversized the first item was, I called the support phone # in an effort to cancel any orders not yet shipped and to get the requisite "return label." I was rudely interrupted by the *** and told I was talking to Dressbarn, not Steinmart. Yikes. Many or most items were from Dressbarn, which is not a store I'd shop. I requested the Steinmart phone # and was given **************, which was selling Med Alerts. And that was the end of human contact.I went to the Steinmart website and learned that any returns would result in a store credit to Dressbarn (?) -- not to my credit card as I expected. My mistake -- I thought Steinmart was a reputable company. The company promises to get back to you in 72 hours, laughable. I've sent at least 7 - 8 emails to support @ steinmart . com -- all were ignored. So over a week after my first call, I sent the last email today.I called all the numbers I've got (yet again) and now they are not even offering an answer or callback within ***************************** a hang-up. Is this company going down -- or what?Their lack of care: insurmountable. A very disappointed, ***********************Business response
10/14/2022
To whom it may concern,
We have issued a refund of $1,288.61 on order #****** and $49.96 on order #****** on September 14th, 2022 back to the original card on file. Please allow 3-5 business days for the refund to be reflected onto the account.
This case has been escalated to management to investigate further. We sincerely apologize for the delayed response in issuing the requested return labels.
We have also taken the feedback about the confusion between Dressbarn and Stein Mart products. We strive to deliver a better shopping experience and are offering exclusive items across multiple brands. Our intention was to offer more quality products - not to deceive our customers.
We thank you for your patience, and please let us know if this outcome is satisfactory.Customer response
10/18/2022
Complaint: 18178488
I am rejecting this response because I doubt I'll ever see a refund -- oh excuse me -- gift card to Steinmart.:
********************************************** ******Initial Complaint
08/18/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I ordered a dress on line from Stein Mart in June 2022. The order # is ******. I paid $79.14 for it and it was arrived in the mail about 7 days later. I need to return it because it doesn't fit properly. I have sent 4 emails(7/3, 7/6, and 7/7, 7/14) to their Customer Support email address: Support&****************************** and I get replies that say thank you for contact Stein Mart Your request has been received and is being reviewed by our support staff. They have not responded to date and unfortunately their phone number is not working (fast busy signal). I still have the original bag it came in and could just return it to the address on the return address of the package, but I don't trust that company to refund my $$ or give me store credit. At this point, I'd be happy with store credit. Is that asking too much? I'm beginning to believe it is not a legit business. It used to be a good company. Please help. Thanks, ***************Business response
08/23/2022
To whom it may concern,
Our company changed our customer service platform to better serve our customers last month, however we have been facing difficulties during this transition.
While this is not an excuse for lack of communication for the customer, we wanted to let them know that we have escalated this case to management, and we are coaching our agents and troubleshooting why it took so long to get a resolution.
Upon further inspection, the customer was refunded $72.15 on August 19th, 2022 back to the card used to make the purchase. Please allow 5-7 business days for this to be reflected into the account.
We hope this resolves the customer's issue, so please let us know if this outcome is satisfactory.
Thank you for bringing this to our attention, and we hope to earn their business again in the future!
Customer response
08/24/2022
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
06/03/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Returned item on order #****** for refund . ***** Return receipt showed diverted on 4/14/22 (postal receipt)Called and email several times:- said processing ...never heard from again and no refund . please return my money..76 year old retired military family member ****************** ************.Business response
06/09/2022
To whom it may concern,
In accordance to our return policy (https://steinmart.com/policies/refund-policy), we issue store credit to our customers for returns with limited exceptions.
We have issued a monetary refund of $91.96 to the customer on June 9th, and we have escalated this order to our management.
We sincerely apologize for any inconvenience this may have caused. Thank you for your time.
Customer response
06/15/2022
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,
*************************
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Customer Complaints Summary
49 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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