ComplaintsforStonewall Kitchen LLC

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an Urban Accents ***** ************* Miso Seasoning Mix (parent company is Stonewall Kitchen). I do not recall the store where I purchased it or when exactly it was, but it was within the last couple of months (unfortunately I no longer have a receipt as I generally do not keep grocery receipts for long). When I went to use this item I found the product to be not powdery as you would expect a seasoning mix to be, but instead incredibly hard-packed and cakey. I did not open the interior package, but attempted to squeeze it to see if it would break down into a usable powder mix - it did not. There is absolutely zero labeling on the outside packaging to indicate a Use By/Best By/Expiration Date. The only printing can be found on the interior package and the only potential date listed there is not referenced as a date at all, but as part of the Lot # (***********). There is nothing to indicate if this is the manufacturing date or an expiration date, assuming you are supposed to make the leap that this is in fact a date at all. I contacted the company, followed up with the same photos I am attaching here, and I was told (Request #******) that the item in question had expired in March and that they are unable to guarantee quality of any items that are past their enjoy by date. I would understand that... IF the product was properly labeled, but it is not. How is a customer supposed to tell what the "enjoy by" date even is before purchasing? Are they recommending that people open the exterior packaging and handle the interior packaging while in the store? How is a customer supposed to know how to interpret their date coding if the date itself is not explicitly listed as an enjoy by date? This is rather ridiculous, as is the fact that the company's own customer service team refused to attempt to rectify the situation immediately. I was originally seeking replacement but now would prefer a refund, though it seems paltry for the hassle they've put me through.

  Customer response

  12/27/2023

  Better Business Bureau:
  
  I am disappointed that the business has not responded to your communications as I was hoping to hear from someone at the corporate level to address the issue. I have separately received contact from the business in regard to my original directly submitted complaint and have determined that the response does satisfy my issues and/or concerns in reference to BBB complaint #********. It is not the response I was hoping for but I do consider it sufficient. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  06/22/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered several spatulas from Stonewall Kitchen about a year ago. I feel confident that I did not agree to receiving catalogs and being put on their email list, yet I receive catalogs about every other month. I have called countless times. They take my info and tell me that they will submit it to get me removed. After several failed attempts, I asked for this to be escalated. On March 17, 2023 I received this email from ******* Services (Stonewall Kitchen):Your request (******) has been updated. To add additional comments, reply to this email.Good afternoon, Thank you for contacting us. I have one again removed your name from our mailing list, and also sent your information to our marketing department and requested that they ensure that you are removed from all of our mailing lists. Sincerely, ******* Service Representative | Stonewall Kitchen Family of Brands Today, 6/22, I received yet another catalog in the mail. This is a complete waste of paper and I feel that my privacy has been violated. We are getting ready to move and I do not want all of my old mail and info getting in the hands of the new owners.

  Customer response

  07/03/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a 16 oz. bag of their whole bean coffee from my local Big Y store on 7/21/22. While grinding my coffee the morning of 8/5/22 in my coffee grinder, my coffee grinder had stopped working midway through its operation. I opened my grinder's lid to take a look at it to see why it had stopped, which is when I noticed a small metal piece mixed with the Stonewall Kitchen coffee beans that caused my machine to stop working and was no longer useable. This metal piece posed a severe health and safety risk to my wife and I. On 8/12/22, they stated via email that they are looking into providing me with a replacement coffee grinder or monetary refund check of $200 for the cost of my appliance. I took it upon myself to send the coffee grinder back to the manufacturer (KitchenAid) in case they needed it for any internal testing or troubleshooting purposes, since Stonewall Kitchen said they would be replacing my appliance themselves. However, Stonewall Kitchen then sent me an email on 8/17/22 that they needed a photo of my unit with the cord cut to prove that it was unusable. I couldn't provide this photo to them since I sent the damaged unit back to the manufacturer. Instead, I provided Stonewall Kitchen with the shipping label I used to ship the unit back to KitchenAid as proof that the unit was no longer in my possession. Because of this, Stonewall Kitchen will now not replace my unit or provide me with the monetary refund check of $200 to replace my unit. They are not standing by their original commitment to replace my damaged unit or provide me with the monetary refund check.

  Customer response

  09/05/2022

  The business has not resolved my complaint. They were to replace my damaged KitchenAid coffee grinder or send me a $200 refund check in the mail.

   

  Respectfully,

  *********

*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. ↩