ComplaintsforSharper Image

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an Ionic Comfort Quadra Air Purifier just over 2 yrs ago; went to remove the guts from housing for product recommended cleaning and black handle broke 5/15/2024. Called **************** this morning 5/16/2024, spoke with ***** who stated that the warranty for this expired 1/21/2024. His response was to send a replacement for same with 20% discount which is written on every ************ would include free shipping. This is unacceptable as this item cost $379.99 2 years ago & Sharper Image is NOT standing behind their product. Sharper Image used to have a good reputation many years ago; currently they are POOR with equally POOR customer service. DO NOT purchase this product; it was a very expensive mistake. Sharper Image's recommended resolution above for such an expensive item that is just over 2 years old is unconscionable and unacceptable. They should do the right thing for this customer who has purchased ********************** products in the past and send a replacement including free shipping, gratis. Sharper Image needs to be accountable for products they sell. I can no longer use this $379.99 air purifier due to a handle that spontaneously broke in my hands.Disappointed Customer.

  Business response

  05/16/2024

  Hello and thank you for your time. We apologize for any frustration. however the unit in question is only covered for 2 years from the date of purchase and order ORD508268087 is outside of that window. The units have also recently been updated so your exact unit is no longer available for purchase. I was able to bring this matter to managements attention and as a one time courtesy only they have agreed to set up a return for a Sharperimage.com eGift card so you can purchase a new unit! You will be receiving an email from us momentarily. This email will contain your return instructions in the body of the email as well as an attachment with your return label. If, by chance, you do not find this communication in your inbox, please check your spam and or junk folders as I know sometimes emails can filter there. Once the item arrives back to our warehouse, your eGift card will be issued. 

  Customer response

  05/16/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  There is NO detailing regarding the monetary value of the  "gift card"; their wording is rather evasive and deceptive  they indicate I can "purchase a new unit?????"   A customer who spent $379.99 for a product that abruptly broke with the expectation that the same customer spend additional money to replace the product is incomprehensible   Sharper Image needs to spell out the exact amount of the "gift card" . Need detailed clarity on the "gift card" --> is it for the full cost of a new unit or do I have to pay any money. 

  I expect the least to be done is replacement of the unit with a new one at Sharper Images cost/shipping.   That is the right , honest and respectable thing to do.  Given the enormity of this company the $379.99 is nominal compared with the revenue they generate annually.   I also see many reviews from others regarding the poor quality of Sharper Image products-this is a horror & an expensive one at that.  This issue requires prompt resolution to my satisfaction.  The "warranty" is an excuse as this is a 2 year old product and the handle should NOT have fallen off if the item was made properly & skillfully.
  
  Regards,
  
  ***********************

  Business response

  05/16/2024

  We apologize for any frustration and I assure you we are not trying to be evasive. Your return information and eGift card value are included in the return email with your label attached. Your eGift card will be valid for $298.54 as the original shipping fee is not refunded. Please know you paid $279.99 for the item before shipping and tax. We cannot refund your eGift card more then what was paid for the unit. Due to the age of the order we are only able to offer an eGift card. We apologize for any frustration or inconvenience. If you have any other questions regarding SharperImage.com, please call us at *************, Monday through Friday, 9:00am to 6:00pm Eastern Time or email us at *******************************************

  Customer response

  05/16/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  Once again there is an evasive quality to your response.   This E-gift card::: is this for Sharper Image purchases only????? Or is this a **** or Mastercard E card that can be used anyplace???
  
  Regards,
  
  ***********************

  Business response

  05/17/2024

  The offer presented is for a Sharperimage.com eGift card. We do not issue **** or Mastercard gift cards at this time. Due to the age of your order and the fact that your item is out of warranty we can only offer you a credit to shop with us. We cannot offer you a refund or a gift card to use elsewhere. We apologize for any inconvenience. 

  Customer response

  05/19/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  Your offer is unacceptable as I am a senior citizen in her late 60's who is disabled & incapable of  even attempting to  try to find a container to ship, let alone get it to a fed ex or other shipping service. I did not disclose my situation thinking that Sharper Image was a responsible, trusted business, however I have sadly learned differently.    I do not drive and do not have people to help me.  I trusted Sharper Image when purchased this item for my health and am very disappointed regarding your response. I now realize that this was a very poor, expensive purchase on my part for an item that lasted just over 2 years. Your product failed prematurely and that should not be at the expense of a customer.   Being a handicapped elder on a limited income is not easy and your company's insensitivity is quite frankly pathetic.   Again, do the right thing-kindly replace this air purifier. 
  
  
  Regards,
  
  ***********************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order (ORD517631535) on 5/04/24 and it said free shipping. I got charged shipping and received a cash back coupon for future purchase. I tried to use it with a $25 coupon they sent me. They wouldnt accept both and they want to charge me shipping on the new order after it says free shipping. I dont think they should be able to charge for shipping and tell me free shipping. Why isnt that false advertising? I text the customer service with no help from them. They asked for a phone number (which I gave them) but no return call or anything else.

  Business response

  05/15/2024

  Hello and thank you for your time. We apologize for any frustration! At this time our Free shipping with rebate offer will be different from Free shipping. Please know we try to be as transparent about this as possible by advertising this as "Free shipping with rebate." With this offer you are charged a shipping fee. This is added to your order total and should be included in the calculations when calculating your order total. After the order has shipped the shipping is refunded as a Sharper Image cash back rebate for a future order. You will earn a rebate in each qualifying order and after that order ships the shipping is refunded as a cash back coupon for a future order. Cash back cannot be combined with a promotional code or promotional gift card code earned in a previous order but it can be used with other cash back codes. At this time we cannot refund you for the entire cost of order ORD517631535, however as a one time courtesy I have sent notice to have the rebate earned in this order voided and the ground shipping fee refunded to your method of payment directly. Please allow 5-7 days for this to reflect depending on your financial institution. 

  Customer response

  05/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I think your business practices are shady at best and you should be more honest with your customers. 

  Regards,

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

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Placed order via phone with Sharper Image, ************. Which goes to person in *****, ******. Order number ORD517599828, I was issued a Gift Card for a prior purchase of $25.00. Sharper Image automatically sends me a catalog my customer ID is *********, also recieved a promotion code LATE2024 for 20% off purchase. I go through my order for Binoculars and use promo, so I tried to use my Gift Card and they would not allow me to use Gift Card stating only one promotion for purchase. It is not a PROMOTION it is a gift card of $25 dollars, no where on this gift card does it say it is a PROMOTION. Gift card # HPK9QLM3C4Z, says Gift Card with picture of a bow on it. I stated this to Rep. she did not except it. Haggled about shipping, got free shipping. Gave my card# purchase ****** w/tax ******. Hung up with Rep, called right back as I was very uncomfortable with the whole ordeal as well as giving my credit card # over phone. Called back as soon as I hung up and told ******** wanted to cancel my order, I was told the order went through, I said I JUST ORDERED IT 5 minutes ago and want to cancel it. She said I had to wait till it is delivered and call back to get a return label from them this means I will not get reimbursed till I receive item sometime in May and not until I send it back and they receive the item? I called right back and canceled the order and they will not take it gave me ************ # which was customer service, I requested ******************** # in ************* and speak to the office directly. That # sent me back to ************ after being on hold for 45minutes while it said my wait time was 10 minutes. Than got the run around again. As I know you have 48 hours to resend/cancel legally and I did this in 5 minutes to cancel order. How is it possible they DO NOT ALLOW ANYONE who orders to cancel an order within 5 minutes? Keep my money ****** for months? Isnt there a guideline/law they have to follow to execute an immediate cancel of order in place?

  Business response

  04/24/2024

  Hello and thank you for your time. We apologize for any frustration and I would like to assure you this is not the experience we want for you. Please know on the reverse side of the $25 gift cards earned in previous orders it does state that it is a promotional gift card and that it cannot be combined with any other promotions. This is given complimentary so it will not work the same as a purchased gift card and is considered a promotion. Your feedback regarding this promotion will be escalated to management for any changes that can be made to the verbiage used with this offer. Regarding your cancellation requests. I show the order was placed at 5:23 PM and you called at 6:00 and 6:30 PM requesting to cancel the order. We have a small window for cancellations as orders generally ship within the first 24 hours. Once an order has been accepted it cannot be canceled.  Your order was accepted and is outside of that cancellation window, so we cannot cancel the order as requested. After you have received the order we ask that you give us a call at ************** to speak with a specialist about getting a return label for a full refund. We apologize for any inconvenience. 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello, I am writing to complain about two faulty products that I received as gifts last year. I have received two Sharper Image Calming Heat Sauna wraps as gifts. The first sauna was purchased from kohls.com but was lost in transit so the second sauna was sent due to the shipping issue. The person who purchased the gift eventually received the original sauna months later and also gave this to me. After using the first sauna less than 10 times, this sauna stopped working. The same exact thing happened to the second one today after two uses. My complaint is that it is impossible to get a replacement since the limited 1 year warranty is no longer valid as this was purchased in Jan 2023. I am going to give sharper image an opportunity to replace one of the saunas prior to taking further legal action as sharper Image has been selling a faulty product based on hundreds of other reviews that I have found on the internet. Sharper Imagine should be held accountable to fix these faulty products and/or replace them regardless of the warranty. **************** was of no help.

  Business response

  03/19/2024

  Thank you for this information. I apologize for the confusion as we can only help with Items purchased from SharperImage.com or through our catalog. The product that you are inquiring about is manufactured by a company called *******************. For further assistance, regarding replacements, manuals, parts, or further questions please visit ? ****************************** or call ************.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an ionic air purifier on 1-30-2024 with my PayPal account under order *** ********* and had an engineering flaw I returned it but the replacement ( same model ) had the same problem of a loud fan. I sent that one back and they issued a sore credit of ******. I purchased another model air purifier with a wireless headphone which totaled around ***** more than the store credit. That order number was *** ********* . I had to return both of those because of defects. I talked to the customer service rep that sent the return label to just refund everything because I wasn't going to order anything else. They were supposed to refund the ****** and ***** to the original payment method. I only received the ***** credit and the ****** is stalled out. They keep making excuses about computer systems down etc. Can you please help this is no way to treat a customer . Thanks.

  Business response

  03/15/2024

  Hello and thank you for your time. After review of your order I show a refund of $263.31 was due for order ORD517336034 and as of 3/6/24 this was issued to your method of payment. If you do not see this reflected we ask that you contact your financial institution for further review. 

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sharper image advertised free shipping for an item after a 25 dollar rebate and an included 25 dollar coupon. I purchased the item and awaited a rebate. I received no such thing. The only thing they provided was a coupon for 25 dollars off of a 50 dollar purchase with an expiration date of February 19th. On top of that the "rebate" can only be applied with no other offer. So essentially I have to to spend more money to use this "rebate" without any other promotion.

  Business response

  03/11/2024

  Thank you for reaching out! We apologize for any confusion. At this time we are offering, Free shipping with rebate. With this offer you are charged a shipping fee. This is added to your order total and should be included in the calculations when calculating your order total. After the order has shipped the shipping is refunded as a Sharper Image cash back rebate for a future order. I apologize for any frustration. Your feedback will be sent to management for further review of the promotion offered. Your ground shipping refund of $14.95 has been submitted and will process immediately. Based on your financial institution please know it may take 5-7 days to see the funds available for use. 

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Summary - Online purchase. December 11, 2023. Order Number is ORD516655520. I made an online purchase of a stair climbing hand truck from Sharper Image with free shipping. I paid a total of $146.53 on my credit card. I returned it in unopened box via Fed Ex. Sharper Image has reimbursed me a total of $122.58. That is $23.95 short of the $146.53 that I paid. The company refuses to refund to me the shortage of $23.95. Thank you for your help in resolving this for me.Further Detail On December 13, 2023, I made an online purchase of a stair climbing hand truck from Sharper Image with "free shipping. A few minutes afterwards, I changed my mind and attempted to cancel the order on the website ******************** The cancelation was not possible: this particular item is not eligible for return. I immediately called ***************** after close to one hour waiting, I was able to speak to a CR representative. Eventually, a CR manager (***) agreed that I should have been able to cancel the order online, and I would not have to pay for return shipping, as is the company's usual policy. He sent me a courtesy Fed Ex return label. I brought the hand truck - in the unopened package - for return shipping. After receiving it, Sharper Image then reimbursed me a total of $122.58. That is $23.95 short of the $146.53 that I paid. After a long series of emails with ***************** they told me with boiler-plate language on the return policy, that I would not be refunded.I paid a total of $146.53. I have been refunded only $122.58. (See the Sharper Image transactions on my credit card below.)Trans. DateDescriptionCategoryAmountView Details12/13/23SHARPERIMAGE*COM ************ MI 42746929CQ0ICY40 Merchandise$146.53 View Details12/30/23SHARPERIMAGE*COM ************ MI 42003899LQ0J2B2Q Payments and Credits-$18.14 View Details01/04/24SHARPERIMAGE*COM ************ MI 49150663SQ0J5YGJ Payments and Credits-$104.44Results Total=$23.95

  Business response

  02/14/2024

  Hello and thank you for your time. After review of your return I show due to the reason for return the order does not qualify for a full refund. Please know customers are responsible for return shipping fees and this is deducted from the refund amount directly. We apologize for any frustration this policy may have caused and I assure you we are not refusing to refund you, it is our policy that returns are subject to a return shipping fee. Your feedback regarding this policy has been escalated to management and as a one time courtesy only we will have the return shipping fee refunded to your method of payment. Please allow 5-7 days for this to reflect. 

  Customer response

  02/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received the Sharper Image Calming Heat Sauna wrap as a gift at the beginning of February ****. After using it one time, it stopped working, despite trying all reset and troubleshooting options I could find. While on ****** researching, I found that most online reviews complained of the same exact thing, the product working 1-2 times and then failing. Sharper Image is knowingly selling a product that an overwhelming number of consumers are complaining of the same failure after 1-2 uses. I dont understand why Sharper Imagine has not pulled his product to fix the known deficiencies. I reached out to customer support with ********************** after the failure and he was able to offer no resolution or assistance.

  Business response

  02/13/2024

  Thank you for reaching out *****! I was not able to locate any orders for you with your name, phone number, or email address. I apologize for the confusion as we can only help with Items purchased from SharperImage.com or through our catalog. The product that you are inquiring about is manufactured by a company called *******************. For further assistance, regarding replacements, manuals, parts, or further questions please visit ? ****************************** or call ************.

  Customer response

  02/13/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  The product has a known failure when you read consumer reviews on multiple vendor websites to include HSN, Kohls, and Amazon.  The product failed after one usage.  Why is the product still being sold on third party sites when this is seen as a repeated complaint?  Additionally, as relayed this was a gift, so there is no option to return to the store.
  
  Regards,
  
  ***************************

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have previously contacted Sharper Image through BBB since their customer service never responds.I bought an item over the winter holidays. Like many others have complained on BBB, this website was deceptive in order to entice customers to place orders. The website highlighted free shipping and free returns which is why I bought an item (as did others). Although the website highlighted free shipping it was actually a rebate of $25 for a future purchase. The free returns also were not free at all!! In response to my complaint, I was told they would waive the return shipping and fees. I sent the item back. My total cost was $277 which included shipping. They refunded me $209 and then another $34. Yet it still doesnt add up to the $277 I originally paid! There shouldve been no subtractions since I paid for shipping and they said they would waive the return shipping and fees! Makes no sense why I wasnt reimbursed for the total amount. This is the 3rd time I have had to go through BBB to get any kind of response. I also saw that others who complained on BBB about the deceptive free shipping were refunded. They refuse to refund my shipping fee as well.This is quite upsetting that I have to keep taking time to file BBB complaints to get my full refund!! And at this point, they need to refund my full amount as well as the original shipping. Otherwise, I may need to file a small claims case.

  Business response

  02/07/2024

  Hello ***** and thank you for your time! I am sorry to hear your have not received the remaining $33.98. I have sent notice to our financial department to ensure this is resolved today. Please allow a full 5-7 days for the $33.98 to reflect depending on your financial institution. 

  Customer response

  02/08/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  Although I have now received a full refund for the item I returned, it took 3 BBB complaints to resolve this matter. This is ridiculous and has been time consuming and stressful. And you clearly stated I wouldnt have to pay the return shipping and fees but that was not done at the time of the return. Maybe others wouldnt have noticed but you complete failed to follow the terms agreed upon. 
  

  I clearly see complaints here on the BBB website that others who also felt duped with the deceptive free shipping highlighted on the website  and their original shipping was refunded. Between seeing that and the multiple complaints I had to file  get a full return, I expect to receive that refund as well in the amount of $30. Its the least you can do considering how much work I had to do to get my full refund as promised when I already have a lot on my plate and this has became stressful and time consuming. 
  
  Regards,
  
  ***** Block

• Initial Complaint

  01/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  During the holidays, Sharper Image highlighted on their website "Free Shipping." Apparently there was another part that was not as highlighted saying free shipping actually meant $25 credit for next purchase. This very deceptive since terms for the free shipping was not highlighted in same way. If it had been the same, I may not have bought the item.The website also said free returns. Again, this is deceptive. You actually have to pay for shipping and "other fees" which is deducted from the refund. I definitely would not have purchased this item if I would have to pay for return shipping/fees as well as my original shipping. I tried contacting customer service via email and never received a response. I filed a complaint through BBB and Sharper Image responded letting me know they would waive return shipping/fees. They sent me a shipping label and I sent it back. Only my refund should have been the full amount $277 but was only refunded for $209. The $277 included shipping fee (which I should not have paid for) and taxes. The $209 means $68 was deducted from my refund? For what? It was already agreed I wouldn't be deducted for any additional shipping/fees. Again, I sent an email to Sharper Image customer service. 3 days later and still no response.

  Business response

  01/29/2024

  Hello and thank you for your time. After review of your order I show a refund of $209.32 was issued as well as a refund of $33.99 for your return shipping fee. The remaining funds are from your original shipping fee that is not refunded. Your return shipping fee was refunded on 1/25/24, we ask that you allow 5-7 days for this to reflect depending on your financial institution. 

  Customer response

  01/29/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  M Block

  Customer response

  01/29/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  My original payment already contained the shipping charge to send the item to me, as the initial shipping fee was charged at time of purchase with a rebate for a future purchase. And if return shipping and fees were to be refunded as well (per your offer), I should have received credit for the full amount paid . 
  
  At this point, your responses and follow up is not acceptable. I also see here on BBB that some customers received credit for the initial fee after their complaints about the deceptive free shipping terms. Clearly, I am not the only one who found your shipping offers were deceptive. Without the offer of  shipping and free returns, I would never have made the purchase. Your terms are completely deceptive. 
  
  I should have received the full amount charged at purchase time and I should receive a refund for the shipping charges to me especially since your customer service never responded to my initial complaint as well as my follow issue with the return amount. To have to file with the BBB for this to be addressed is beyond ridiculous. 
  
  At this point, why should I and friends and family ever purchase anything from you again?!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩