Stokes Reviews 

Holy I should’ve check here before purchasing a borosilicate pot for cooking and baking. Not even a min into cooking at mid heat the glass broke…. It’s suppose to withstand higher temp. When I try to find return or exchange gl nonexistent. Is that even legal to have a business without anything mentioning a word about exchange or return

I genuinely cannot remember the last time I had such a frustrating, disappointing online shopping experience. Stokes has managed to turn ONE broken pasta bowl into an absolutely ridiculous ordeal, and after multiple emails, an unnecessary trip to a store over an hour away, and an incredible amount of wasted time, I STILL don't have my refund!

Let me explain.

I ordered two sets of four pasta bowls as Christmas gifts, along with several other items. The order arrived within approximately a week, which was great. Unfortunately, that's where the positive experience ended.

When I opened the shipping box, I was shocked to discover that the pasta bowls weren't even packaged in their own boxes. They were simply stacked together and wrapped in bubble wrap. As soon as I lifted the bundle from the bottom of the shipping box, I could tell something was broken. Sure enough, one of the bowls was shattered.

No problem, right? Things get damaged in shipping. That's precisely why reputable online retailers have customer service and straightforward processes for resolving these situations.

Apparently, Stokes missed that memo.

October 14: I searched their website for a way to request a refund or report damaged merchandise. Nothing. The only apparent option was to send an email, which I did. I also attempted to call multiple phone numbers listed online, including stores and their office. Calls either disconnected, went dead, or resulted in messages that the numbers weren't in service.

October 16: No response. I forwarded my original email requesting an update.

October 19: STILL no response. I sent a THIRD email, this time with "URGENT – 3rd Request" in the subject line. Miraculously, someone finally responded!

And the proposed solutions? Absolutely laughable.

Drive to a Stokes or Think Kitchen location, return the merchandise, and either have it replaced or leave it there and wait for a refund.

Send a photograph of the damaged bowl and receive a refund for ONE bowl.

Excuse me???

First of all, I ordered ONLINE because the nearest store is an hour and fifteen minutes away! Why should I have to spend two and a half hours driving to resolve a problem caused by merchandise arriving damaged?

And secondly, a refund for ONE bowl? I purchased a SET OF FOUR as a Christmas gift. Not a set of three! What exactly am I supposed to do with the remaining three bowls? Wrap them up and explain that the fourth one didn't survive shipping?

I responded immediately on October 19, explaining why neither proposed solution was acceptable.

October 21: Still no response. I forwarded my email AGAIN.

October 24: Absolutely nothing. Not an acknowledgment, not an apology, not an alternative solution. Complete silence.

At this point, thoroughly fed up, I finally drove into the city to return the entire set myself.

Surely that would be the end of it?

NOPE!

I brought the merchandise and my order confirmation email, exactly as Stokes had instructed. Unfortunately, the store couldn't even locate my online order in their system to process the refund!

I spent more than 20 minutes in the store while the staff tried everything they could to find the order and issue the credit. To be clear, the employees at the store were wonderful—helpful, patient, and clearly just as frustrated with the situation as I was. This is NOT a reflection of the store staff.

Ultimately, I had to leave the merchandise behind, walk out without a refund, and now simply HOPE that someone, somewhere at Stokes, eventually processes my credit.

ARE YOU KIDDING ME?

We are in 2026. E-commerce is not some revolutionary new concept. If you're going to offer online shopping, you need to have the systems, processes, and CUSTOMER SUPPORT in place to actually support it!

Damaged merchandise happens. That isn't what makes this experience unacceptable. What is unacceptable is the complete lack of communication, the absurd proposed resolutions, the inability to reach anyone by telephone, and the fact that your own retail stores apparently can't reliably access online orders to process a simple return.

I should not have to send FIVE emails, spend hours trying to resolve an issue, drive two and a half hours round trip, and STILL walk away without my money.

Stokes, this is an absolute failure of customer service from beginning to end.

I have been more than patient, and this experience has ensured that I will never shop at Stokes or Think Kitchen again.

If you're considering ordering from Stokes online, I would strongly encourage you to think twice. Everything might be fine if your order arrives perfectly—but based on my experience, good luck getting meaningful assistance if something goes wrong.

Do better, Stokes. Seriously. This is embarrassing.

I purchased 2 items online from Stokes - an air fryer and a lunch kit with 2 glass containers. They both arrived in a decent amount of time and in great shape. I used the air fryer twice with no concerns. The third time I used it, after about 10 minutes I heard a small click and it shut off so I moved it to another outlet where it "clicked" immediately. As I know nothing about electrical products I looked my issues up using AI and this is what I read:

Do not plug the air fryer in again. Your air fryer has an internal short circuit that is destroying your wall outlets and posing a serious electrical fire hazard.
You should completely stop using this specific appliance. Because it is brand new and has only been used three times, you should immediately file a warranty claim or return it to the retailer for a full refund or replacement." and shut off immediately.

Stokes said I had to send in the receipt and a video of it not working which I could not do. They also suggested that I bring it back to a Stokes store which is a ferry ride and almost 100k away.

So, I guess I just lost $100. I'll keep the air fryer for awhile and hope for a recall.

My husband bought a wok in Stokes-Kings Crossing last week, and although we didn't use it, it got a few superficial scratches when we put it on the shelf with other pots and pans. Seeing that it had these scratches without even using it, we decided to return it due to the poor quality of the material. We were shocked when the store staff told us they couldn't accept it because of the scratches, even though that was precisely why we were returning it. The wok wasn't used, it still had its tag, and we had the receipt, but they still wouldn't accept it and wouldn't give us a refund. We used to really like this store, but clearly the quality of their cookware has declined, and their return policy reflects that. We will never buy anything from this store again.

Update: We contacted Costumer Service and they also denied the return/refund. This is really disappointing and confirms our decision of not buying again at Stokes. I have included Costumer Service's response below:

"Although your request is within our 30-day return period, we are unable to accept the return in this case. The scratches shown appear to be the result of normal wear and tear or improper storage rather than a manufacturing defect.
Damage caused by wear and tear or improper use or storage is not covered under our return policy and is therefore not eligible for a return or exchange.
We apologize for any disappointment and appreciate your understanding."

Stokes in the Kingsway Mall Edmonton. Found some beautiful dinnerware at this store with the help of the lady that was working at the time. Got home, an hour away from the store, and discovered that a bowl and a plate were broken. Called the store, talked to Jordan and she helped me find an alternative way to get a replacement, other than traveling all the way back! She was so considerate and easy going. Kingsway Stokes has always been top of the line service!! Check them out! These dishes are absolutely beautiful by the way...

Zero stars. I bought a Thinkkitchen soda machine bottle and when I got it home I noficed it didn't have the rubber seal inside the lid. I called the store the same day with no answer. I called 24 times in 6 weeks with no answer so I called another store only to be told they can't me, I have to email Customer Service. They also told me that stores phone has not been working for months. I emailed customer service only to be told the 30 day warranty is over, too bad. I told them I called the day I bought it plus 23 more time and sent them the receipt and my phone logs as proof. They ignored my email. I followed up again and once again, ignored. This is a shit Company who offers zero customer service and doesn't stand behind their products. I will never buy from them again and neither should anyone else....👎👎👎💩💩💩

I ordered a dish set online and when I received it, a bowl was broken. I took pictures and sent it to customer service online. They emailed receipt of the complaint but never sent any follow up. No phone number. Customer service is terrible.

Paid for shipping and got broken items and some items missing..Sent multiple of emails but no call back..Very frustrating..feel online shopping with this shop is a real scam.! BE CAUTIOUS

Do no order from their online store. Terrible customer support and the chat function does not work.

I have sent two messages along with photos through you contact link on your website regarding a defective remi olivier dutch oven that has cracking and clipping of the interior enamel. It was supposed to have a 25 year warranty. I haven't received any response. I bought it about 10 years ago and naturally don't have a receipt. You are the only company that sells this product.Additionally, I followed the instructions for use. This is very disappointing given that I also bought the oval dutch oven at the same time.

Do not do business with them, no service after sale. They say the delivery is free BUT READ CAREFULLY this is not true for dishes for example.

I ordered some items 10 days ago; I still don't have the order. I emailed them 6 days ago and still no response. I've just sent another email. Meanwhile the charges for the order appeared on my credit card the same day I placed the order.

They never answer. I never got my order and never got the refund.

Half of the items received were damaged and it's impossible to speak to their customer service to get a refund. Poorest customer service I've ever experienced. If you send them an email, they guarantee a response within 48 hrs. Yeah, bruh don't get your hopes too high. It won't happen.

Very poor quality items, and the absolutely refuse to take anything back that has been used even if it won't work or is flawed.. Cast iron frying pan with white ceramic inside - permanently badly stained after 2nd use simply by heating up some walnuts. Can not be scrubbed clean no matter what, yet the manager Joan at Kings Crossing Kingston refused to take it back.
Then there was the blender which I could not even make work. Tried for an hour to get it to just run and finally found that you have to tighten the base on it so tight you think you'll break it to make the limit switches connect. Since this was for my 94 year old mother I tried to take it back to the store yet John refused to take it back because it had been used once. I told her it was very very very difficult to get it to turn on yet she couldn't care less. Buy your kitchenware at Canadian Tire or Costco but not at Stokes. Pathetic. The reason they have a sale all the time is for a reason. They are selling garbage.

Ordered a slushie drink maker and it got delivered to the wrong address due to stokes putting a wrong address on the box without my phone number. Then got returned to sender and then i asked for them to resend it and they just refunded my order.

I ordered pasta dishes, martini glasses and a soda water dispenser during the black Friday sale. It took over 2 weeks to arrive and 2 email follow ups to see where it was. The boxes arrived broken, the pasta dishes are smashed and some of the glasses are chipped. I have emailed countless times, called and left voicemails(there is no way of actually speaking to anyone) and tried to send photos of the damaged but their email site will not allow the photos to attach despite compressing them. So frustrating. The only response I received told me to take them to a store for refund or replacement. I ordered them on line because I do not live anywhere near a stokes. I will never order from this company again. I am trying to support Canadian businesses but will not be able to use them again. Still waiting for a genuine reply and help from this company. Terrible experience.

Placed on order Nov 28. Been already more than 2wks and my order is still processing. I reached out to customer service by writing email twice but no response from the team. Nowherw to find their phone number so stuck with an order that is unsure if it gets fullfilled or not.

The new shit bag manger refused to hire me because I once was a trainee this was 4 years ago I work the one shift and went to jail for a different event but it was done on there lot at iga before they transferred to stokes

I bought a Remy Olivier cookware in September 2024 and the glass lid was cracked by itself in June 2025. It has a 25 years warranty on it. I went to the store but they told me to contact the manufacturing directly. However the Remy Olivier website is not valid. I contacted the Stokes office by email in early July and it supposed to get a response in 48 hours. Finally someone in the office replied by email after 4 weeks" Unfortunately we don't have the parts, sorry".

This produce is still available at the Stokes store but they can't give you warranty.

I will not trust this company or their products.