ComplaintsforHammacher Schlemmer, Inc.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a knee support with heat and massage. I wanted to get it asap. Online it says that I can get a refund on my shipping charges, which were $56, if I made a request for the shipping charge refund. Well, no matter what I do, the web page sends me in a circle so that accomplishing this task is impossible. Dont offer it, if you are not going to honor your promise.I believe that this is a fraudulent business process.I so miss the ********************************************* of my youth. Unique items and trustworthy company back then

  

  Business response

  06/06/2024

  Dear ***************************,

   

  Thank you for reaching out regarding your concerns with your shipping. At check out, you are given the option to sign up for our rewards program which gives you a free shipping rebate anytime you place an order with us, or any other retailer that is associated with the rewards program. I do apologize for any confusion this has caused. You can reach out to our rewards team to confirm the sign up processed and that you will be getting your shipping rebate. You can reach them  by emailing ****************************************************** or calling the 24/7 phone line at ************. 

   

  If there is anything else we can assist with, please let us know. We again apologize for any confusion or inconvenience.

   

  Sincerely, 

   

  Hammacher Schlemmer Customer Care 

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wrote a Check and sent an email order in January. I forgot to add the tax and shipping so the order was canceled. My check has been cashed so the order was canceled. They sent me a refund check. That was returned to my bank. My daughter called five times since January, it is now April, and they finally re-issued another refund check. On several occasions when we did call, we were told we would get an email or a return call and that never happened. I deposited it on April 24 and that check has now been returned to my bank account. All I want is a refund for my canceled order without the check bouncing every time I get it. It shouldnt take this long to resolve such a simple issue and a refund check issued to a customer shouldnt bounce ever and now its happened to me twice.

  

  Business response

  05/06/2024

  Dear *****************************,
  
  Thank you for reaching out regarding your concern with Hammacher Schlemmer. I have issued a new replacement check that you should get in the next few days. I am very sorry to hear that your check has been returned several times. I have reached out to our accounting team to get this issued resolved. I do apologize for any inconvenience this has caused you. 
  
  Sincerely,
  Hammacher Schlemmer Customer Care 

  Customer response

  05/21/2024

   
  Complaint: 21648529
  
  I am rejecting this response because:

   

  I forgot to add the picture of this 3rd returned deposit. 

  
  

  
  

  
  

  
  

  
  

  Yes, they sent the check & it didnt clear either, just like the first two. The 3 refund checks they have sent have all been returned. 

  
  

  *******************

  
  

   

  

  Business response

  05/30/2024

  Dear *****************************,

  Thank you for your response. We are so very sorry to hear that the third check has been returned. We are working closely with accounting to figure out the issue. Accounting is going to cut another check themselves and mail out to you. I asked that it be expedited. We sincerely apologize for this inconvenience as we are not quite sure why the check keeps being returned. 

   

  Sincerely, 

   

  Hammacher Schlemmer Customer Care 

  Customer response

  06/11/2024

   
  Complaint: 21648529
  
  I am rejecting this response because: We still havent received the 4th check. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Hammacher Schlemmer about a suitcase purchased from them that the handle broke off seeking a replacement. I was advised that the suitcase I wanted was no longer being sold, however to ship it back and I would be sent a commensurate replacement. I never received a replacement, I was sent a paper gift certificate. I called customer service and they told me to go on line and redeem it for a similar item, however there is not a a similar item for a similar price point. When I try to purchase a carry on bag about the same size, it doesn't charge the difference in the price, it adds on a bunch of fees. I have tried calling customer service many times for assistance, they do the same thing - charge over $100 in addition to the gift certificate value. I have asked for a supervisor, was told I would receive a call back, I have not. I have tried multiple times. I have tried calling the corp office and only receive VM. I would appreciate Hammacher Schlemmer honoring what was committed to, a similar replacement bag exchange and shipped back to me.

  

  Business response

  04/29/2024

  Dear ***************************,

   

  Thank you for reaching out regarding your concerns on your item that broke. We are so sorry to hear it broke. Can you please provide to me what replacement item you were looking to place an order for with your gift certificate? I will look into this right away for you once I hear back. 

   

  Sincerely, 

   

  Hammacher Schlemmer Customer Care 

  Customer response

  05/01/2024

   
  Complaint: 21610457
  
  I am rejecting this response because: there was no resolution offered, they asked what bag I was looking for.  The answer is I am looking for a comparable replacement to the bag that broke, a carry on for travel that could hold the same amount as the bag that was broken and would appreciate if Hammacher - Schlemmer would honor their warranty and replace without considerable expense to me.
  
  Sincerely,
  
  ***************************

  

  Business response

  05/06/2024

  Dear ***************************,

   

  Thank you for your response regarding your concerns with your carry on. I have issued a replacement for ***** - The worlds lightest carry on. This should arrive in 4-8 business days. We hope this one will work out for you like your last one did before it broke. We apologize for any inconvenience. 

   

  Please let us know if there is anything else we can assist with.

   

  Sincerely,

   

  Hammacher Schlemmer Customer Care 

  Customer response

  05/09/2024

   
  Complaint: 21610457
  
  I am rejecting this response because:  I will accept the response once the replacement bag arrives. I was initially told I would be receiving a replacement bag and I never received the bag. Also, do I mail the gift certificate back/  If so. where do I send it? Thank you!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/9/24 I purchased an "Authentic Sleep Sound Machine" for a total cost of $107.72 ($79.95 for the machine, $17.95 for shipping, and $9.82 for taxes). The item is listed as The Authentic Sleep Sound Machine in the catalog. When it arrived, it was labeled a **** machine. That is not what I ordered, and that is not what is represented in the catalog. I returned the item as it was not what I ordered. I received a partial refund of $72.40, a number that doesnt make any sense. I called customer service four times and each time I called, I explained the situation and was told I would get a full refund. That has still not happened. The last representative I spoke with agreed I had been lied to. She said a manager would call me. That did not happen. I emailed customer service today and was told that while it is known as the Authentic Sleep Sound Machine, it is actually a ****. I was told I will not get a full refund. The worst part of all of this is not losing $36, I was lied to over and over again. It really makes no sense, especially for a company who says on its website, At Hammacher Schlemmer we pride ourselves on superior customer service.

  

  Business response

  04/16/2024

  Dear ***********************,

   

  Thank you for reaching out regarding your issues you experienced in trying to return your item. I would first like to apologize for the time you spent trying to get resolved, this is not Hammacher Schlemmers way, and to say we are embarrassed is an understatement. I would also like to apologize you were promised a manager call back and never received one. We will be addressing this with the representative you spoke to so we ensure it doesn't happen again. I have went ahead and issued the remaining refund you were due of $36.00. I do hope that the rectifies the issue you had and that you may give us a second chance.

   

  Thank you. 

   

  Sincerely, 

   

  Hammacher Schlemmer customer care 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I bought a 5 pound suitcase from hammacher, broke after 1st use. I have contacted on 8 occasions, waited on hold for hours then cut off. I want a credit on my ax This is the worst example of no customer service.

  

  Business response

  04/01/2024

  Dear *******************************,

   

  Thank you for reaching out about your concerns with your item. We are so sorry to hear that the item was defective and broke on you. I have issued a refund back to your Amx card. It should hit your account in the next ***** business hours. We are also very sorry to hear that you couldn't reach out after multiple attempts. We will be looking into this to get this issue resolved.

   

  Sincerely, 

   

  Hammacher Schlemmer Customer Care 

  Customer response

  04/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Jozephine ******

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a life-size animated Frosty on November 22, 2023 with an order total of $308.39. Every month since this purchase I have been charged $16.95 for some Clarus membership that I did not agree to purchasing. I have reviewed my purchase history and their is no mention of purchasing any membership. I have tried to call the company twice during business hours and both times received a message that customer service could not be contacted at this time.I have emailed the company and am awaiting a response. I expect to be refunded for charges for the past three months and I expect no more charges regarding a membership I no nothing about.

  

  Business response

  03/07/2024

  Dear *********************,

   

  Thank you for reaching out regarding your concerns with your rewards membership. This program is offered to our online customers after checkout via a pop-up. You may have noticed a box that said This order qualifies for free shipping and inadvertently clicked on it. I have issued a refund in full for the last three months you were charged and cancelled you from the program. 
  
  I apologize for any confusion this may have caused.

   

  Sincerely, 

  Hammacher Schlemmer Customer Care 

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Christmas present and when it was received it was the wrong item. i contacted them and was told to return the item and they would send the correct item. After waiting serval weeks I contacted them again and was told it was in process. After 2 months I was told the original item was no longer available and I would receive a refund. Another several weeks went by and when i receive the refund it was only 80% of the purchase price I paid. I will never do business with this company again.,

  

  Business response

  03/05/2024

  Dear ***********************,

   

  Thank you for emailing regarding your concerns with your refund. We are so very sorry to hear you didn't receive the correct item you ordered. In reviewing your account, the total you paid for your order was $77.73. When we received your return, we issued a refund of $63.92 back to your Mastercard (see attached). When we realized you weren't refunded in full, we issued a second credit the next day 2/7 of $13.81 back to your credit card (this has also been attached). The two refunds did get you refunded fully with a total of $77.73. If you have any questions, please let us know. We do apologize again for any inconvenience. 

   

  Sincerely,

  Hammacher Schlemmer Customer Care 

  Customer response

  03/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a puzzle table on 11/19/23. I was told it was lost by the post office on 12/26/23. They offered to ship a replacement on 12/26/23, which I agreed to but never received any tracking information and on 1/6/24 I decided to just cancel the order. I did receive a refund for the table 2 weeks later. I've now discovered that they have been charging me $14.95 a month for the past 3 months as a rewards program fee. There is absolutely no mention of a reoccurring fee on my receipt and I've never received an email stating that I had signed up for this program. There is a shipping charge on the receipt and an "add'l shipping and services" charge for $15 although it does not state that it is a reoccurring rewards membership. I also saw that there was a class action law suit against this company in 2022 for this same issue.

  

  Business response

  02/22/2024

  Dear *****************************,
  
  Thank you for emailing regarding your concern.
  
  After reviewing your account we have found that these charges are for the Hammacher Rewards program. This is our subscription based free shipping program. This program is offered to our online customers after checkout via a pop-up. You may have noticed a box that said This order qualifies for free shipping and inadvertently clicked on it. 
  
  I apologize for any confusion this may have caused. Unfortunately, I am unable to cancel your subscription as we have a dedicated department handling such requests. If you wish to cancel your membership, you may cancel online from your Rewards account or contact the ************************ team with your request.
  
  To cancel Hammacher Schlemmer Rewards from your Rewards account, sign in with your member credentials at HammacherRewards.com/sign-in. Once youve signed in, click Account on your main menu, then select Cancel Membership from the dropdown. Follow the instructions provided to finalize your cancellation request. I have also copied them on this email to ensure your concerns are addressed as quickly as possible. 
  
  To cancel through the ************************ team, please call our 24/7 phone line at ************ or email your cancellation request to ******************************************************.
  
  Again, I am truly sorry for any inconvenience this has caused. Please let me know if you have any questions. 
  
  Sincerely,

  Customer response

  02/24/2024

   
  Complaint: 21309238
  
  I am rejecting this response because:

  According to the receipt I attached you charged me $29.95 for shipping on top of $15 for your "rewards membership".  You also failed to ship the product twice and ultimately the order was cancelled and I never even received the product.  I have cancelled the "rewards membership" and also require a refund for the 3 months you took payment for this "rewards membership" that I never signed up for.
  
  Sincerely,
  
  *****************************

  

  Business response

  02/28/2024

  Dear *****************************,

   

  Thank you for your response regarding your ongoing issue. I have reached out to the rewards team to get your refund for the last 3 months you were charged for rewards. I have also issued a refund check of *****. I do apologize for any confusion and concerns. 

   

  Sincerely,

   

  Hammacher Schlemmer Customer Care 

  Customer response

  02/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an Christmas gift and then started receiving a monthly bill for a rewards program that I never agreed to being billed for. The additional charges were ***** each. This is a completely dishonest company.

  

  Business response

  02/16/2024

  Dear *****************************,
  
  Thank you for expressing your concern.
  
  After reviewing your account we have found that these charges are for the Hammacher Rewards program. This is our subscription based free shipping program. This program is offered to our online customers after checkout via a pop-up. You may have noticed a box that said This order qualifies for free shipping and inadvertently clicked on it. 
  
  I apologize for any confusion this may have caused. Unfortunately, I am unable to cancel your subscription as we have a dedicated department handling such requests. If you wish to cancel your membership, you may cancel online from your Rewards account or contact the ************************ team with your request.
  
  To cancel Hammacher Schlemmer Rewards from your Rewards account, sign in with your member credentials at HammacherRewards.com/sign-in. Once youve signed in, click Account on your main menu, then select Cancel Membership from the dropdown. Follow the instructions provided to finalize your cancellation request. I have also copied them on this email to ensure your concerns are addressed as quickly as possible. 
  
  To cancel through the ************************ team, please call our 24/7 phone line at ************ or email your cancellation request to ******************************************************.
  
  Again, I am truly sorry for any inconvenience this has caused. Please let me know if you have any questions. 
  
  Sincerely,

   

  Hammacher Schlemmer Customer Care

  Customer response

  02/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Actually, this should be a simple problem, but apparently, is not. I am assisting my 93-year-old friend, ***************, in simplifying her charitable mail. Her husband has been deceased for three years; since last spring I have contacted this business three times asking that his name be removed from their mailing list and explaining why. The last was a letter dated November, 11, 2023, no doubt to the operations center, the only address I had.Nothing has been done; she has now received the first of the **** catalogs--in his name: ********************** ************************************************************************** It is fruatrating and annoying to *********** for this to continue. Is there something that you can do that will actually make them pay attention? Thanks for any help you can give.********************* ********************************************************************

  

  Business response

  02/08/2024

  Dear *****,

   

  Thank you for expressing your concerns with Hammacher Schlemmer. We are so sorry to hear that this is still ongoing. I've reached out to our marketing department and requested a hard removal. There may be one more catalog that goes out, as they are pre-printed, but after that there should be no more. 

   

  Sincerely,

   

  Hammacher Schlemmer Customer Care 

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