ComplaintsforSharper Image

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a credit to me that has not been credited to me yet. I got one email ago about a year ago and Ive been trying to collect. I was supposed to get a reference number with a second email within one or two days and theyve never sent me the second email to confirm my credit. I do have an email of the first Acknowledgment that I did have a credit coming to me. Every time I speak to someone which has been about four times they said a supervisor will call me, but they never do

  Business response

  01/25/2024

  Hello and thank you for your time. I do apologize, however I am unable to locate the order you are inquiring about at this time. I have sent your contact information to management to ensure someone contacts you immediately about this to get further information. Please allow 24 hours for contact to be made. We look forward to making this right! 

• Initial Complaint

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered an "LED Digital Calendar Clock: Plugs into an AC outlet" on Dec. 3, 2023 by phoning the ***** number listed in the catalogue Sharper Image sent to my house. The Agent who took my order (bank debit card) promised me Free Shipping because my order was above a certain amount. When I got my bank statement, I saw that they charged me $16.95 shipping. The clock arrived Dec, 13, 2023 and it had no outlet to plug it into my AC outlet. It didn't take batteries. No way to get it to work. I called the ***** number and they said "return it" and sent a Free Return Shipping Label. I returned it immediately, same day, on Dec. 13. Then they kept another $16.95 to return it, and only refunded me $91.28. They still owe me $33.90.

  Business response

  01/16/2024

  Hello and thank you for your time! At this time I show the $33.90 was refunded to you on 1/3/24. Refunds may take 5-7 days to reflect depending on your financial institution. If you do not see this additional refund reflected we ask that you contact your financial institution for further review. 

  Customer response

  01/16/2024

  [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

  01/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order through Sharper Image's catalog at approximately the end of Nov. I never received an order confirmation, and when I called Sharper Image on Dec. 6, I was informed that they had no record of my order and could do nothing about canceling. I needed to get the same product from a different company since no one at sharper image could see I placed an order. I never received any communication for an order or for a shipping notice, so in order to ensure I had the product of that type by Christmas, I placed an order with a different company on Dec 6th. The following day, the day after Sharper Image told me there was no order in their system, I received the Sharper Image product! I had already placed the alternate order and had lost faith in Sharper Image, so needed to return the product. Just to note that the product packaging had an order #ORD516405264. The cost of the product from Sharper Image was ****** plus tax and shipping. When I called Shaper Image to start a return I was instructed to do so online. I did this and found that they were going to reimburse me for the product but NOT the shipping charge of 18 $! I called Sharper Image back and discussed this with them. I felt that it was extremely unfair for me to pay the shipping on the return when it was Sharper Images' mistake! The representative told me she was sorry, but there was probably a glitch in the system when i ordered it so that is why they had originally told me they had no record of my order. I told her I had no communication whatsoever from them--not an order nor a shipping notification. I have spent significant amounts of $ over the years buying Sharper Image products, but no longer feel I can do this. I would at least expect them to absorb the return shipping, if nothing else. Thank you for your time in reading this complaint.

  Business response

  01/10/2024

  Hello and thank you for your time. We apologize for any frustration this experience may have caused. At this time I have sent notice to ensure the remaining funds are refunded to you. Please allow 5-7 days for this to reflect depending on your financial institution. 

  Customer response

  01/11/2024

  [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

  01/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My purchase confirmation is at the end of this message. I ordered the product on December 20, 2023. After ordering I realized I ordered a product I could not use due to a WiFi connection that is not what the product required. I tried to cancel within 15 minutes but that did not work. When I ordered I paid for overnight delivery. They marketed their site on this day as guaranteed delivery in time for christmas, which I see now was false advertising and they knew it had no chance of arriving. I started to worry when the 23rd arrived and still no product. I then received a message that it would not arrive until after Christmas. I tried to cancel the order because if it was not arriving in time to give as a gift then I did not want it. They still would not let me cancel the order. I now want to return it for full refund. I called and emailed several times and it is very hard to get someone to respond. I did talk to a **** ******** yesterday for over *********************************************************** a shipping label. Please note, the email sent to me said i can send it back but they would give me a refund $52 less than what was owed me! Once I got him to confirm, I said I wanted this in email in writing. He said he promised to send but could not do it at that time. I have yet to receive this email. I sent many written messages and no one is responding. In summary, I want them to mail me a shipping lable and I want a full refund. Calculation is: I paid $192.62 and they refunded $39.99 because of their false advertising that it would arrive the next day. This leaves a total of $152.63 left which should be refunded to me. Below is Order Confirmation and Number Thank you for your order.The order is currently being processed and you will receive an Order Confirmation email once processing is complete.Order Number: ORD517054431 If you have any questions, email: ****************************************** Sincerely,Sharper Image ****************

  Business response

  01/05/2024

  Hello and thank you for your time! We apologize for any frustration this experience may have caused. At this time I have placed your return label in the ************. Please allow 5-7 days for this to arrive via ***** Upon receipt of the return a full refund of $192.62 will be issued to your method of payment. 

  Customer response

  01/07/2024

  I want to emphasize that I called this business several times and on the last call it was over 30 minutes (lost track of the time) and the manager (*******) said he was sending me an email to confirm I would get a full refund and they would mail me a shipping label. He said he could not email me while I was on the call. My interpretation is this is a call center and the guy knew I would never get the same person when I called back so he said whatever to get me off the phone. The email I received from the company stated they would refund me less than I paid for it (!) then the guy on the phone says, oh that is just computer generated. They should not be automatically generating false information, just like their false advertising about delivery times! They then said they would not refund me the taxes! I said I am being charged for taxes for a product I am not buying then you will sell this same product to another person who will again pay taxes so this product is being double, if not triple, taxed! This is not legal. After pushing this point, he finally said ok I will get full refund, but then we are back to he put nothing in writing! I do not have time to keep calling this company and emailing them every day, which I have been and no one answers. This is horrible customer service and they are a scam.

  Customer response

  01/07/2024

  [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

  01/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On December 18, 2023, I tried to order online a Video Camera Bird Feeder as a Xmas present for my brother in ********. I put his name and address into the Ship To form. I paid for it with PayPal. The amount was $173.01. The order did not appear to go through so I tried again. Eventually I received an email from Sharper Image confirming the order for ORD*********. However it showed the item being shipped to me, not my brother. I called **************** and tried to cancel the order but was told that it was too late. I was told I would have to return it when it arrived. I was also told that there was another order for the same item ORD516982190. When I checked PayPal, this order was $136.70, almost $36 less for the same item. I never received an email from Sharper Image confirming this second order. I called back and asked the customer service rep to change the Ship To address from this second order from my home to my brothers. She said she would do that. However, on December 21, 2023, I received two video camera bird feeders in the same box. I called customer service again and was sent the return labels for both orders and found that I was being charged $23.95 return shipping fees for each. In addition, based on the Total Estimated Refund for *** ********* ($129.04) I have been charged an additional $20 for the video camera bird feeder. I returned *** ********* via ***** on December 21, 2023. I have decided to keep ORD516982190 .There is obviously a problem with Sharper Image's online ordering website. I have never had a problem with other vendors when ordering online, paying with PayPal and having the item shipped to a different address. And I dont understand why the cost of both orders was different. I have received the $129.04 refund for the first item to my Paypal account. But I would like fees and shipping waived. Which should be an additional $43.97 refunded amount. I have emailed this to **************** but have received no response.

  Business response

  01/03/2024

  Hello and thank you for your time! I truly apologize for any frustration or inconvenience caused. At this time when paying via PayPal the shipping address is pulled directly from your PayPal account so that appears to have overrode the address you manually applied. Please know this is not the experience we want for you and I will have the return shipping fee for order ORD516979693 refunded to you today, please allow 5-7 days for this to reflect depending on your financial institution. I have reviewed your orders and I show that different discounts were applied to each so this is what caused the order totals to differ. Again we apologize for any frustration or inconvenience this experience may have caused. 

  Customer response

  01/03/2024

  [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

  12/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased an item online for Christmas on 12/2/2023. I received an email stating: We have received your order and are processing it now. Is this a gift or something for yourself? Either way, your order details are below, and you will receive another email within 24 hours containing tracking information.However, I did not receive an email with tracking information. I called on 12/23 to cancel the order since it had not been shipped and would be late for Christmas. Also, no information had been provided on when I would receive my order. I was told by Blue a customer service rep that "I should" receive shipping information the week of 12/24 and that I could not cancel the order because there was a confirmed shipping date. I waited until 12/30 to give Sharper Image the benefit of the doubt and I did not receive any updates on my order. I called again on 12/30 and asked to have the order cancelled and refunded and was told no they couldn't cancel but that the order "should" be shipped on 1/8. The rep also lied and stated that they had sent me emails about shipping updates. However, the only emails I received was about buying more items from them. Since this was a Christmas gift I made it clear that this was unacceptable and that I want a refund. However, I was once again told no that I could not get a refund. After repeated requests to speak to a manager and being told that a manager or supervisor was not on the floor I told ****** the customer rep that I would not hang up until I talked to a manger or supervisor he then finally connected me with ****** who said she would process my refund. The customer service is horrible and their mission is to ship products when they want to to in hopes that you will simply accept them even if beyond your special event date. This was my first time ordering from this company and the experience was horrible. Now I have to wait and see if I really do get a refund. I want a full refund and do not want the product.

  Business response

  01/02/2024

  Hello and thank you for your time. I am truly sorry to hear of this experience and I would like to assure ************** will be addressing the agents who assisted you to ensure this does not happen again. I was able to locate and review your order and I show due to a backorder delay shipping has not happened with this order. Notice to have this canceled has been submitted. Please know we do not charge your method of payment until the order ships. You will see a pending charge on your account and this will fall off in the next 48 hours. Please allow 24 hours for email confirmation of the cancelation to be sent. 

• Initial Complaint

  12/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Tried to cancel order 5 min later and would not allow me to do so. Free shipping is deceptive. Most companies apply free shipping when placing order Free returns is NOT free. Have to pay for shipping? And other fees?! Very deceptive

  Business response

  12/28/2023

  Hello and thank you for your time. We apologize for any frustration. At this time we are offering "free shipping with rebate" this is different from just "free shipping." 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 am sorry to hear you wish to return your order and due to the reason for return there is a return shipping fee deducted from the refund amount directly. As a one time courtesy this will be refunded as well. 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 refunds will be issued. 

• Initial Complaint

  12/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered Dec 19th 2023 a Laptop and Tablet Tray with Built-In Charger by Sharper Image 204819-01. Used promo code 12DAYS which gave me 20% off and free shipping before Christmas or so the webpage stated. I checked out witnessed the total 20% off as well at ****** for shipping. All was good. Then I got a email stating thank you for the order, with the shipping charges applied. That is false advertising and now the order will not arrive until the 27th even though when I placed the order the order stated it was free shipping and arrival date the 23rd. I called and explained to the customer service representative that is was false advertising she hung up on me. All I wanted was to get my free shipping and arrive on time. I would like a full refund please.

  Business response

  12/21/2023

  Hello and thank you for your time. I am truly sorry to hear of this experience. Please know that since your order has shipped at this time we cannot offer a refund for the order at this time. Please know this is not the experience we want for you and your feedback regarding your shipping rebate offer has been sent to management for further review of the offer. I have sent notice to have that rebate voided and the shipping fee refunded to your method of payment. Please allow 5-7 days for this to reflect depending on your financial institution. Please know we are doing all we can to work with *** to ensure a timely delivery. We do advise checking your tracking periodically for updates!

  Customer response

  12/31/2023

  Thank you. Will wait and see if Sharper Image actually refunds the shipping cost. 

• Initial Complaint

  12/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with Sharper Image on 12/3 at 8:00pm. I sent an email to their customer service department to cancel the order at 8:11 pm on 12/3. I received an email from the company on 12/7 stating that the item had shipped. I called the company on 12/7 and informed them that the order was canceled. I was told that I would receive a full refund once the items were returned including shipping. The company did not reimburse me the shipping cost.

  Business response

  12/18/2023

  Hello and thank you for your time. After review of your order I show a shipping refund of $22.95 was issued 12/15/23. We ask that you allow 5-7 days for the refunds to reflect if you do not see them when issued, depending on your financial institution. We thank you for your patience. 

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought 2 massage pads, returned them after ****************************************

  Business response

  12/18/2023

  Hello and thank you for your time. After review of your order I show your return has not been confirmed. To best assist you we will need the tracking number associated with the label used to send this back. Please give us a call at ************** to provide a specialist with your return tracking to ensure a refund is issued!

  Customer response

  12/26/2023

  [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.

   

  I WAS ABLE to PROVIDE DELIVERY CONFIRMATION.
  
  Regards,
  
  *******************************

  Business response

  01/26/2024

  I am happy to hear you have the delivery details. We are happy to view this further. Please provide the requested return details so this can be reviewed and your refund can be issued. We are happy to assist you by phone as well at ************** if you'd prefer! 

*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. ↩