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Mark · 2025-10-28
Don't take a chance with Biscotto Stones - bad customer service
UPDATE 2: Biscotto Stones are very expensive. The final resolution of my case after many months is "deal with a damaged product." This is not satisfactory to me for the price paid, particularly the time to non-resolution. I have purchased one before without issue, but I will not buy anything from this company again. Again, patronize at your own risk.
UPDATE: Biscotto Stones confirmed receipt of the photos, but still no resolution. I cannot recommend doing business with this company.
I received a damaged stone, with no apparent external damage to the packaging. I notified Biscotto Stones, and they requested photos of the packaging, which was provided. I've not heard anything from them since. I'm out several hundred $ between the stone, shipping, and duties, and I have nothing I can use. Don't take your chances with this company.
Svar fra Biscotto Stones: UPDATE 2026!
Hi again Mark,
After been in discussions with DHL's insurance company, they still referring to that this is a handmade product and small chips can happen, but this does not affect the performance of the stone. This is the same as I stated in the email to you.
So giving us a service review of 1 of 5, is not reflecting the time and energi we have used on your case.
Again! the chip is not affecting the performance, so saying that you can not use the stone is not the truth.
and once again, I'm sorry for the inconvenience you have had.
Tom
CEO
UPDATE!
Hi Mark,
As stated in the email I sent to you, I have sent all information over to DHL Express. They have said that they have forwarded it to their insurance provider, and I'm waiting for an answer from them.
Also the chip …
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John Pugliese · 2025-10-24
Stone was too small
Stone was too small. Doesn’t remain in original size channels to secure stone from moving.
Svar fra Biscotto Stones: Hi John,
As stated in my email to you earlier, and stated in the product description. All sizes are approximately sizes since these products are handmade. You are of course welcome to return any products as stated on our website.
Best regards
Tom
CEO
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Paris · 2024-06-12
I was asked to pay 180€ extra at customs
Too many hidden costs, at first you have the impression that this ships from Naples, Italy as it says "handmade in naples all over their website." Next, in all their items it states "tax included" which implies that you pay the tax during your purchase, the only tax I was expected to pay was the vat for the shipping cost, as it is stated on their website, but that was not the case! I was asked to pay 180€ for vat, customs and customs handling by DHL Greece! That is a lot of money for a 130$ item +70$ shipping
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