ComplaintsforStove Decals
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Complaint Details
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Initial Complaint
11/13/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I placed Order #***** on October 15th. I received decals and discovered the color won't be visible because they are the same color as the stove. I emailed them and asked for an exchange (the package with decals has not been opened). No one responded. I called (several times) and listened to a message instructing customers to email. I emailed again, this time asking for a refund (they have a 30-day exchange/refund policy). A Stove Decal representative still hasn't responded to my emails. There is no other way to contact them.Business response
11/13/2023
Hi ******* - Thank you for reaching out to us. It appears your prior email(s) you sent to us landed in out spam/junk email which is the reason we did not see your concerns regarding the decals you ordered and received.
On 11/13/23 we received notice your BBB inquiry and sent you an email immediately offering to either get you the right color decals for your model, or, refund your order. Originally It appears you ordered the wrong model number and you were seeking to have the order corrected. We help customers very often with correcting orders - This is a very simple fix and we would be happy to send the correct decals to you.
We have not heard back from you today 11/13/23. We will be refunding your order now. If you would like to still receive the different color decal please let us know and we can send them out to your at no cost.
I apologize for this honest mistake. We have been in business for many years and take customer service very seriously.
Please contact us back at the email(s) we sent to you on 11/13/23 if you would like your complimentary decals.
Customer response
11/17/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
** *****
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.