Fighting Fraud
By Better Business Bureau Serving Greater Cleveland
A locally-based company specializing in stovetop accessories has generated complaints from consumers nationwide. Stove Guard is headquartered in Seven Hills and sells stovetop protection mats. Buyers have informed BBB that the products failed to meet their expectations. Most complaints concern dissatisfaction that the product did not fit the stovetop properly and difficulty receiving refunds. Some consumers have alleged the “heat resistant” mats have failed and melted under normal use. The company has been unresponsive to recent complaints from numerous consumers.
An Oregon man complained to Better Business Bureau® (BBB®) Serving Greater Cleveland that “the stove top guard will not fit my stove top as it is way too small and will not even line up. Several attempts have been made to contact this company with the results being a recording. And to add insult to injury there is a time limit for returning the product, and a made-to-order custom design fee is applied to all returns….This is not a custom order (and) I can not use the product if I wanted to and they are making any return difficult, to say the least. On top of all that, there is a return fee… I just want my money back and Stove Guard to cease such shady practices.”
Stove Guard’s BBB rating is currently an “F” due to a high volume of complaints, with many remaining unanswered or unresolved. Stove Guard has received 87 complaints in the last three years with 34 complaints not receiving a response from the company. Most complaints concern delays in delivery and refund issues for ill-fitting mats. On February 1, 2024, BBB submitted a written request to the company encouraging them to address the company’s pattern of complaints. Stove Guard responded to BBB’s letter. They stated business tripled in sales this past year and they are experiencing difficulties responding to the volume. Stove Guard stated they are implementing AI responders to their website to send quick, short answers to their consumers for general questions. They hope these, along with several other changes, will help with their overall caseload and potential complaint reduction. However, Stove Guard has not responded to any of their BBB complaints since that correspondence and BBB has not seen a reduction in complaint volume. Additionally, BBB requested Stove Guard substantiate claims on their website that state “America’s #1 stovetop protectors” and “rated 4.8/5 from 37,536 customer reviews.” As of May 14th, BBB has not received a response.
BBB Serving Greater Cleveland (BBB) is providing the following tips for consumers to consider when shopping online and in-store.
- Look for the BBB Seal. If a business has a BBB Accreditation, it shows consumers that the business prioritizes trust in the marketplace and adds a layer of confidence and peace of mind for all consumers. When shopping online, look for the BBB Seal, the Sign of a Better Business.
- Be a savvy shopper. When shopping online, take your time and read the fine print before submitting your order. Look for the return policy. While many online orders can be returned for a full refund, others have restocking fees. Some items cannot be returned. · Protect personal information. Read a site’s privacy policy and understand how your personal information will be used.
- Think before you click. Be especially cautious about email solicitations and online ads on social media sites. Many sketchy retailers advertise great deals or trendy clothing that doesn’t match the promotional hype.
- Shop with a credit card. A credit card provides additional protection against unauthorized charges or problematic purchases. In most cases, debit cards, prepaid cards, payment apps, or gift cards don’t have this same protection.
- Keep documentation of your order. Save a copy of the confirmation page or email confirmation until you receive the item and are satisfied. Also, print the return policy.
Consumers can file a complaint at BBB.org/Complaint. Have additional questions? Reach out to your BBB at 216.241.7678 or [email protected]. Have a scam to report? Report it to BBB.org/ScamTracker.
