Ich habe bei Stapelstein bestellt und der Versand hat schlicht ewig gedauert und der Kundenservice war eine absolute Katastrophe.
Eine Woche lang kam einfach absolut keine Meldung über den Versand meines Paketes. Auf Rückfrage, wurde ich mehrfach vertröstet mit „man müsste mal nachfragen“. Dieses „Nachfragen“ hat eine weitere Woche gedauert und am Ende wurde mir felsenfest ein Expressversand zugesichert, der dann aber natürlich doch nicht stattgefunden hat, weil das Paket angeblich bereits morgens versendet wurde.
Laut der DHL-Verfolgung, war das Paket zu diesem Zeitpunkt lediglich elektronisch angekündigt und man hätte die Versandart noch leicht ändern können.
Mir konnte einfach niemand weiterhelfen und man ist mir wirklich zu 0 % entgegengekommen, trotz meiner langen Wartezeit und ständigen Nachfragen. Es kam eine Entschuldigung und weiter nichts. Ist das für euch guter Kundenservice?
Da das Paket bisher nicht unterwegs ist, gehe ich davon aus, dass ich zu dem Geburtstag meines Neffen mit leeren Händen kommen werde, danke dafür. Ich habe einmal bei Stapelstein bestellt und werde das ganz sicher nie wieder machen.
JE
Jenwuk
Don’t buy your Stapelstein directly if…
Don’t buy your Stapelstein directly if you live in the uk, their mobile website doesn’t make it obvious that you’re going to have to pay customs fees, vat and handling on entry into the uk, so I selected the unique stones to “save” some cash, and by the time I’d paid the customs charges they cost more than non defective ones would have, an extra £55 on top of the web price. Their notice about this only comes up after you’ve paid on a mobile and customer services wash their hands of it to the IT team very quickly with no sympathy or recompense, or offer to cancel. I just hope the stones aren’t ugly when they arrive. If you’re in the uk get them from Amazon.de or another seller based here, at least you won’t be stuck with additional fees.
Gave two stars because they did expidite my dispatch and I’ve heard they’re a good product.
Response from StapelsteinJun 4, 2026
Hello there!
Thank you for sharing your open and honest feedback with us. We are genuinely sorry to hear that your experience with our mobile website left you feeling frustrated and that the additional import costs caught you by surprise—this is definitely not the smooth, joyful journey we want for our community.
We completely understand your disappointment regarding the extra charges, and we want to share some background on why this happens and how we are working to make it clearer:
Why these charges occur (Post-Brexit Regulations)
Since the UK left the EU, shipping regulations have unfortunately changed quite a bit. We want to assure you that we never wish to hide these costs:
-Net Prices: When ordering from our European shop to the UK, we do not charge German VAT. The price you pay at checkout is a net price.
-UK Customs & VAT: Because the items enter the UK from abroad, HM Revenue & Customs collects the local UK VAT and handling fees directly upon entry. We as a company have no influence over these official statutory fees.
-Where to find the info: We display these notices in the shopping cart, on our FAQ pages, and in the checkout area—however, this is optimized when the website currency is set to British Pounds (£).
I
mproving our Mobile Experience
Your feedback about the mobile view is incredibly valuable. We truly care about transparency, and our team is already looking into how we can make these post-Brexit shipping notices even more prominent and unmistakable on mobile screens so that no one faces an unexpected fee. We are sorry if our initial customer service response felt dismissive; that was never our intention.
Our InsideStones (Unique Stones)
Since you mentioned ordering our unique "InsideStones" (seconds): these are wonderful, fully functional stones with just minor optical irregularities. They are full of character, and we truly hope that once they arrive, they will bring lots of movement, creativity, and joy into your home!
If you have any further questions or if the parcel hasn't arrived yet, please feel free to reach out to us again. We are here to help.
Warm and playful regards,
Your Stapelstein Team
AM
Anne M.
Not good…
I received a marketing email from Stapelstein offering a free gift if I signed up my child for their birthday club. This free gift then *sold out* in less than 10 minutes after its release. Left a really bad taste - it felt like I’d been scammed into handing over personal details. Would never buy anything from this company.
Response from StapelsteinJun 4, 2026
Hello there! Thank you for sharing your honest feedback with us. We are truly sorry to hear that this experience left you feeling this way—that is absolutely not the feeling we want to create, especially around something as joyful as a birthday celebration.
We would love to gently clarify how this special birthday campaign worked:
A Heartfelt but Limited Celebration
To celebrate our Birthday Club, we wanted to surprise our community with a very special, limited-edition gift (the Stapelstein Ball). Because this was a highly exclusive bonus, we included a note in our email invitation stating that only 300 pieces were available.
We were completely overwhelmed by the incredible love and demand from families all over the world. Because so many parents tried to claim the gift at the exact same moment, the 300 pieces unfortunately sold out within just a few minutes. We are so sorry that we couldn't make everyone happy this time!
Your Trust is Safe with Us
We completely understand why the quick sell-out felt disappointing, but we want to assure you that your trust and privacy mean everything to us. We never harvest data under false pretenses. The Birthday Club is designed to bring long-term joy, inspiration, and movement ideas to your family as your little one grows.
If you feel uncomfortable keeping your details with us, you can easily unsubscribe from the Birthday Club or our newsletter at any time with just one click.
We completely understand your frustration about missing out on the ball, but we hope you might still give our colorful world of movement another chance in the future.
Warm and playful regards,
Your Stapelstein Team
KF
Katerina F.
Outrageous scammers
Outrageous scammers!
Never buy anything from the original website. I ordered a gift for my sons on December 5th and paid €500 (no discounts were provided, I paid full price). There was no communication back until December 16th, and on that day I received an email saying delivery before Christmas was not guaranteed. On December 19th (two weeks after placing the order!), I checked the order status on their website and it turns out it hadn't even been shipped! Even though the order promised DHL delivery in 2-8 business days! I emailed them and received an automated reply saying delivery before Christmas was only guaranteed for orders placed before December 2nd. They just “forgot” to mention it for the customers. After several requests they still haven't refunded my money. I was left without my money and without my children's gift 4 days before Christmas. Outrageous disrespect for customers, just scammers.
Response from StapelsteinJun 4, 2026
Hello there! Thank you for taking the time to share your feedback. We are truly sorry to hear about the stress and disappointment this caused, especially during such a magical time of year like Christmas.
We completely understand your frustration when a special gift for your children doesn't arrive when expected—this is definitely not the joyful experience we want for our community.
We would love to clarify what happened behind the scenes and update you on your order:
High Holiday Volume & Shipping
During the busy Christmas season, we experienced an incredibly high volume of orders. As a small, dedicated team, we worked around the clock to pack and ship every single parcel as fast as possible.
Our Christmas Notice: To be fair and transparent, we sent out automatic email updates to inform our community that due to the heavy holiday rush, delivery before Christmas could unfortunately not be guaranteed for later orders. We tried our very best to reach everyone in time, but we realize how stressful the wait must have been for you.
Your Shipment: Your parcel was officially handed over to DHL on December 19th.
Learning and Growing
As a growing company, we take your feedback very heart. We know how important clear communication is, and we are already improving our systems for future holiday seasons to make shipping cut-off dates much more prominent and unmistakable before checkout.
We are truly sorry for the delay and the mixed signals regarding the shipping time. We hope that despite the rocky start, the Stapelstein elements have since arrived safely and are now bringing lots of movement, play, and joy to your sons!
Warm and playful regards,
Your Stapelstein Team
KA
Katja
DO NOT BUY FROM THEIR OWN WEBSITE!!
I bought a christmas present from stapelstein's own website on december 6th. NO black friday offer or anything, i bought at full price on their own website to support them, because i thought their products was worth it.
Then on december 16th. i recieve a message stating they dont know if the package will make it on time, because it has not left the warehouse yet.
I then write them back askine about the shipment stauts, and when they will expect it to arrive, otherwise i will have to cancel and find something else for the kids.
Without further notice they have cancelled my order, and in the same mail it states that i have to write back to "no-reply*stapelstein....", which of course is not possible. I cannot get in contact, they are ignoring my mails and they have now cancelled my christmas presents on december 17th.
NEVER have i experienced THIS bad service.
If you want Stapelstein then buy it from a retailer..
Response from StapelsteinJun 4, 2026
Hello there! Thank you for sharing your feedback with us. We are truly sorry for the immense frustration and stress this caused you during the holiday season. Christmas is a magical time for children, and we completely understand how upsetting it is to be left without a guaranteed gift so close to the holidays—this is absolutely not the joyful experience we want to provide.
We would love to clarify what happened and help clear up the misunderstanding regarding our email:
The Holiday Rush & Auto-Cancellations
During the intense Christmas season, our small team experienced an overwhelming volume of orders and messages. Because you mentioned wanting to cancel if the package could not arrive on time, our system or team processed the cancellation immediately to ensure you wouldn't be charged for a late delivery and could look for a timely alternative elsewhere. We are so sorry that this happened without a personal conversation beforehand.
A Quick Note on Our Email Address
We want to reassure you that we never want to ignore you! The message you received was an automated confirmation of the cancellation. Because it came from a system address (no-reply@...), replying directly to that specific email doesn't work. We are truly sorry if this felt like a dead end. You can always reach our actual customer care team directly through our regular contact forms or standard support email.
Learning and Improving
As a growing company, we take your experience very seriously. We realize our holiday communication should have been much clearer, and we are working hard to improve our system messages and customer support response times so that situations like this don't happen again.
We completely understand why you chose to shop directly on our website to support us, and we are deeply grateful for that original gesture. Even if you choose to buy from one of our wonderful retail partners in the future, we hope our colorful elements will eventually bring lots of movement and play to your children.
Warm and playful regards,
Your Stapelstein Team
KA
Kathrin
10/10 Bestellprozess
Der Shop ist sehr übersichtlich aufgebaut und meine Bestellung war innerhalb von zwei Tagen da. Die Produkte kamen einwandfrei an und meine Kids lieben sie!
AN
Anonym
Tolle Steine, Kundenservice nicht hilfreich
Tolle (wenn auch viel zu teure) Steine, aber inaktives Kundenservice. Ich hatte auf ihrer Website ein technisches Problem mit der Zahlung und sie haben sich überhaupt nicht dafür zuständig gefühlt, das Problem zu beheben und für eine funktionierende Zahlung zu sorgen. Ich musste selbst sehr lange mit Klarna kommunizieren, bis ich endlich zahlen konnte.
Response from StapelsteinJun 4, 2026
Hallo!
Erstmal ein riesiges Dankeschön für dein Feedback. Es freut uns riesig zu hören, dass unsere Steine bei euch eingezogen sind und für Bewegung im Kinderzimmer sorgen – genau dafür schlägt unser Herz! 🌈✨
Es tut uns allerdings aufrichtig leid, dass der Weg dorthin für dich so holprig war. Wir verstehen total, dass es frustrierend ist, wenn man sich auf das neue Spielabenteuer freut und dann an der Technik hängen bleibt.
Ein kleiner Einblick hinter die Kulissen
Damit dein Einkauf sicher und reibungslos abläuft, arbeiten wir mit Profis wie Klarna, PayPal und Kreditkartenanbietern zusammen. Das hat für dich den Vorteil höchster Sicherheitsstandards, bedeutet aber leider auch:
-Zuständigkeit: Bei technischen Fehlern innerhalb des Bezahlvorgangs oder Fragen zu deinem Klarna-Konto haben wir als Shop-Betreiber technisch leider keinen Zugriff.
-Datenschutz: Aus Sicherheitsgründen dürfen nur die Zahlungsanbieter selbst Einblick in deine Transaktionsdetails nehmen und dort Probleme beheben.
Wir wissen es sehr zu schätzen, dass du die Ausdauer hattest, das direkt mit Klarna zu klären. Dein Einsatz zeigt uns, wie sehr du dich auf die Stapelsteine gefreut hast!
Wir wünschen euch nun ganz viel Freude beim Stapeln, Balancieren und Entdecken. Danke, dass du Teil unserer Community bist!
Alles Liebe,
Dein Stapelstein-Team
LA
L&A
Awful customer service-customs fees applies
Awful customer service. Bought a set of just over 200€ about two weeks ago. Not received the parcel yet. Received a letter from HM revenue&customs saying I have now to pay £77.87. Contacted the company to say I've been not adviced of this charge, I can't afford to pay 50% of the item value. This should be included in the price or advice it clearly before purchasing. If UK is not a place where these product can be shipped then please do not allow to enter a UK address when purchasing on your web.
I contacted this company last Friday as soon as I received the letter and I don't have any response yet.
US site immediately replaid to me and told me they only ship to US and Canada and these fees are included in their prices. Is it not the same here in Europe? Terrible experience so far and with no clue of what to do as I can't afford to pay custom fee. Very upset about the lack of information and poor customer service.
Response from StapelsteinJun 4, 2026
Hello there!
Thank you for sharing your feedback with us. We truly understand your frustration regarding the unexpected charges and the delay in our response—this is certainly not the playful and lighthearted experience we want for our community.
We would love to clarify the situation and help you find a way forward:
Why these charges occur: Since the UK is no longer part of the EU, shipping regulations have changed significantly. When you shop on our European website for delivery to the UK:
Net Prices: We do not charge German VAT (Value Added Tax) on your order. The price you see at checkout is the net price of the product.
Import Fees: Upon arrival in the UK, HM Revenue & Customs collects the local UK VAT and any applicable customs duties directly from the receiver.
Transparency: We try to make this as clear as possible by including notes in your shopping cart, on our FAQ page, and in your order confirmation email. This information is specifically highlighted when the currency is set to British Pounds (£).
Regarding our US Support
The information you received from our US colleagues is correct for their region, as they ship locally within North America where taxes are are still paid by the customer. For shipments coming from Germany to the UK, we unfortunately have no influence over the fees set by the British authorities.
We appreciate your patience as we navigate these post-Brexit shipping hurdles together.
Warm and playful regards,
Your Stapelstein Team
