ComplaintsforStonewood Manufacturing, LLC

• Initial Complaint

  04/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased Hot Tub top/cover on Feb. 19, 2024 for $437.97, and was charged $90 for a total of $524.97 for it's delivery to my house by freight/truck. Stonewood's invoice #***** and order #*********. I sent an email to them March 16, ******************************************************************** transit through NIN Freight with customer reference #*********. Checked on *********************************************** as referenced in an auto email reply. I have tried 10 - 12 time to find the package, and there is no reply. I called the freight *** and they could not find it, but gave me a phone number for their ********* Company. Of course, the phone number was not in service. I then emailed to Stonewood Man. again and it was returned undelivered. I have tried calling several times with no answers on the calls. Run around - run around.

  Business response

  04/08/2024

  I apologize you are having this issue with the freight carrier.  I will have the shipping manager contact the carrier right away to help get this resolved and your cover delivered as quickly as possible.  I am not sure why your email bounced back to you.  Our email is working and receiving emails.  Once I get an answer from the freight carrier I will update you right away.  You will be receiving your custom spa cover very soon. 

  Customer response

  04/08/2024

   
  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

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Have not got a response on our order. I have left 3 messages. And 2 emails and nothing. I need the top shipped immediately. Or refund a for the top so I can purchase some where else. Or I will take legal act. The worst customer service I have ever in counter. Would not recommend !!!!! Good day!

  Business response

  03/22/2024

  I apologize you have not been receiving our emails.  We have sent 4 emails to you but have not heard back.  Your cover order is on hold waiting for your reply but since we have not heard back I can cancel your order and issue you a refund.  

  Customer response

  03/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  still waiting on refund. Will except until refund is clear

  thank you. 

  Business response

  03/26/2024

  Hello,

  We issued you a full refund on 3-22-24.  It can take 2-3 Business days for the funds to appear back to your account.  Please feel free to contact your credit card company for more information.  Thank you.

• Initial Complaint

  02/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When shopping for hot tub covers, this company seems to be the cheapest even with all the add-ons. Once they have all your information including your credit card and accepted your order they send you a coined email saying," due to rising cost of shipping they need you to approve a shipping cost of $140.00. This cost is way above all other spa cover companies. This is a bate and switch company that have no scruples.With all their add on they did not miss shipping or claim they did in their detailed order form Just a company that has figured away to beat the other companies pricing then gauges you with shipping cost.

  Business response

  02/21/2024

  I again apologize for the confusion.  As noted both on our website and in our terms and conditions which all customers must check that they have read and agree to prior to ordering that in some cases we may need to charge more to ship the cover to your delivery address.  The spa cover does not come with "free shipping".  We must quote each and every address on an individual basis and in many cases we do not need to charge any extra for shipping since we are covering a substantial portion of the shipping costs but unfortunately for delivery addresses as in this case we would need to charge extra to ship the cover.  I am sorry we could not make it work but wish you the best of luck in your search for a new spa cover.  

• Initial Complaint

  02/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Stonewood Manufacturing DBA HotTubCoverSpot.com and/or SpaCoverSpot.com (possibly others).12/12/23 order no. *********, ordered 1 spa cover from Stonewood dba SpaCoverSpot.com, $634.96 . "Free shipping" offered on website. 12/13/23 *********************** at SpaCoverSpot said free shipping not offered. I replied with two screen shots. 1st, the web search of their site showing free shipping. 2nd, their terms stating shipping was included in the price. 12/15/23 ****** notified me shipping would be an additional $190.00 (for a total of $824.96) and I could cancel for full refund. 1/24/24 cancelled order after researching other alternatives, holidays and vacation. Today, 2/15/24, 3 weeks later: No response, No returned emails, No returned phone calls, No refund.The cover was paid for with a gift card from family (we are on a fixed income). The card expires in March and we need those funds to purchase a new cover.This transaction appears to be a scam and criminal charges condsidered.

  Business response

  02/19/2024

  Good Morning *******,

  I apologize, but we only received the email you sent on Sunday the 17th.  We replied to this email confirming that we canceled your order and issued you a full refund. You have been refunded in full.  

  Customer response

  02/19/2024

   
  Complaint: 21299411
  
  I am rejecting this response because:

  Thank you Stonewood for responding. Why it took BBB to get a response is beyond me.

  The gift card company states it take 3-4 weeks to post the credit. I will change my response once the credit is posted.

  
  Sincerely,
  
  *********************************

  Business response

  02/22/2024

  Hello *******,

  I again apologize.  We did not receive any of your prior emails after you had asked us to hold your order.  The last email we received from prior to the one we received on 2/17 was the one on ***** in which you said "Still Pondering. No decision either way."  Your order was on hold till we heard back from you.  The only other email we received was on 2-17 and we immediately canceled and credited your order.  Typically refunds to a credit card only take a couple of days at the most.  I am not sure about a Gift Credit Card but in any case we issued you a full refund and again apologize for not receiving your other emails.  

  Customer response

  02/26/2024

   
  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.

  Proceeds have been refunded in full, they have been credited to the gift debit card and appear to be available to use again. This case can be closed.

  I caution all customers that Stonewood Manufacturing, dba SpaCoverSpot.com, HotTubCoverSpot.com (and possibly several of their other business names DO NOT OFFER FREE SHIPPING, regardless of what they advertise on the web.

  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 12/7/2023 for a new hotub cover. The total amount was ******, According to my ******************* the charge was paid shortly thereafter. Since that time I have heard nothing from this company. I have emailed them , called them and left messages and still absolutely no response. This company is a disaster as far as timer service goes and if they can't return calls or emails I highly doubt their product is of any quality!!

  Business response

  01/23/2024

  Hello ****,

  I apologize you have not been receiving our email messages.  We have sent you several regarding your order but have not heard back.  I have canceled your order and issued you a full refund. 

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/11 ordered cover and was charged nearly $600 and the charge cleared days later. After many emails, on 12/6 we were contacted to pay another $160 in shipping due to the holiday shipping demands and price increases. That charge also promptly cleared. Now we follow up two weeks after paying more shipping and she told us we have to wait 12 days for a tracking number to be sent. Not only has it been more than 12 days since I paid extra shipping, its now been more than seven weeks since we ordered. Weve now paid over $700. I would never recommend this business to anyone.ever.

  Business response

  12/27/2023

  Hello *****,

  I am sorry for the confusion but production time is running around 12 Business days (from when we receive confirmation on the shipping charge) as noted in our emailed correspondences including the one I sent you on Friday.  Your cover is scheduled to ship today and we will forward you your tracking as soon as your cover ships.    Thank you again for your order.  

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Hot tub cover from Hottubcoverspot.com that is manufactured by Stonewood Manufacturing LLC. I paid $404.98 and was later emailed by ************************* stating they needed to add an additional $90 to my order for shipping. This additional cost was not mentioned at checkout I have email correspondences between him where I ask if it was express shipping and agreed to pay for express shipping. He advised me that it takes around 12 business days for production and shipping was 7-9 days. When it was 5 weeks since ordered, I emailed again and ***** told me he would contact a shipping manager and get back with me. He never has responded. I have continued to reach out to him and have left voicemails. He will not contact me regarding this issue except by an email response that says he will contact his shipping manager and that the order was shipped so I will receive it soon. I ordered this product on October 14, 2023 and it has been nearly 7 weeks now when i was directly told it would be 3 weeks. I cannot reach anybody at this company and they have delayed my process by 7 weeks. Since this company will not return my phone calls to work the issue out, I believe ************************* and this company is a scam and I wish for a refund. Please read other BBB reviews who have said the same thing. This company is a scam and advertise false timelines. They say they are the "quickest build and ship times."Invoice No.: ***** Order No.: ********* Date :

  Business response

  11/29/2023

  Hello ******,

  I again apologize the ship time is taking longer than you expected and can understand your frustration.  Please understand we have no control over how long the freight carrier will take to get your cover delivered.  Typically ship time takes around 7-9 days but in some cases it can take longer.  We have been in constant communication with you and typically answer you within ***** minutes so I a bit confused why you feel we have not been offering you adequate support.  I forwarded you a screen shot of your tracking information which shows that your cover is scheduled to be delivered on *****.  We are doing our best to get your custom spa cover delivered as quickly as possible.  You will be receiving your cover soon.  Thank you *************

• Initial Complaint

  11/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  You took her money for the hot tub cover almost $500 we have not received the hot tub cover and you will not answer calls emails anything so it's pretty basic we paid for cover we did not receive cover and we get no answer from anybody pretty simple you guys ****

  Business response

  11/03/2023

  Hello *****,

  I apologize you did not received any of the emails we sent you.  Not sure why they did not get to you.  They may have ended up in your spam folder.  I have canceled your order and issued you a refund. 

• Initial Complaint

  10/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a spa cover on September 22, 2023. The website said shipping would be 4-6 days. I reached out on day 6 to see if the cover shipped and was told it's actually ***** business days. On day 12 I asked if the cover shipped. I received a reply from ************************* on October 10th that said "Your cover will ship this week. I will email you your tracking as soon as your cover ships." On October 16th I emailed and asked if my cover shipped. I received a reply that said "I have asked the shipping manager to forward me your tracking information. I will update you soon." I asked if my item shipped and ***** responded that he believed so. On October 17th I asked again if my item shipped and asked ***** to call me. He replied "I have not receive the tracking information from the shipping manager. I will check again and update you soon. Please understand this is the absolute busiest time of the year which has pushed back production times. I will forward you your tracking soon. " You cannot get anyone on the phone. I really wish I had read reviews here as I never would have ordered from this company. If I don't get tracking info soon I will be disputing the charge.

  Business response

  10/19/2023

  Hello ****,

  I apologize production time took longer than you expected.  We did send you your tracking the same day as we said we would.  (that evening).  Your cover is in route to you and you will receive soon.  Thank you again for your order.  

  Customer response

  10/30/2023

  
  Complaint: ********
  
  I am rejecting this response because I still have not received my hot tub cover from an order I placed in September.  He said it shipped and the tracking says estimated delivery 10/24 which was almost a week ago and there are no updates.  
  
  Sincerely,
  
  ***********************

  Business response

  11/02/2023

  Your cover has shipped and you should receive any day.  We emailed you the direct phone number for the local carrier doing your home delivery.  Were you able to reach them and get your delivery scheduled?  I will also reach out to the carrier for an update and to see if we can help get your cover delivered right away.  

• Initial Complaint

  09/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a spa cover on 6/20/2023 I was under the impression that the spa cover would be delivered within 4weeks i have not received it yet and i have called the company and left messages and have gotten no response i would like to know when i will receive the spa cover Thank you

  Business response

  09/29/2023

  Hello *****,

  I apologize you are not receiving our emails. We have sent you several with questions regarding your cover dimensions and we have an issue with freight shipping to your address.  We have canceled your order and issued you a full refund. 

*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. ↩