ComplaintsforSharper Image

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a heating pad that is defective. It doesn't heat up. When I went to the website to start my return, I was told that the item is not returnable. Moreover, I paid for overnight delivery and received my package four days later. Order Number is ORD516160416 Order date 11/30/23 Infrared Heating Pad by Sharper Image 1 $149.99 $149.99 Subtotal $119.99 Discount -$30.00 Shipping $34.95 Tax $9.68 Total $164.62 Cash Back Earned $34.95

  Business response

  12/13/2023

  Hello and thank you for your time. I am truly sorry to hear you did not get your order in time and that it arrived defective! Please know this is not the experience we want for you. Your shipping fee was refunded on 12/7/23, please allow 5-7 days for this to reflect depending on your financial institution. I do not wish to put you through the hassle of returning a defective product so please discard of the item as you wish. I have submitted the request to have your full refund issue back to your method of payment. Please allow 5-7 days for your refund to reflect as well. 

  Customer response

  12/13/2023

  [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

  12/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was shipped the wrong item, when I contacted customer service I was told I would receive $36 refund as I would have to pay shipping to return the wrong item, it was their mistake. I would like a full refund of $76.26 as I was shipped the wrong item.

  Business response

  12/11/2023

  Hello and thank you for your time. I am truly sorry to hear you received the wrong item and you are not getting a full refund for this. This is not the experience we want for you and upon receipt of the return I assure you a full refund will be issued to your method of payment. We apologize for any inconvenience or frustration this may have caused. 

  Customer response

  12/11/2023

  I would like confirmation from Sharper Image that they will cover the shipping cost for me to return the wrong item to them.  I don't feel it is my responsibility to cover the return shipping cost.  I would also like in writing confirmation that they will return the complete cost in full of $76.26 to my account.

  Business response

  12/18/2023

  Hello and thank you for your time. At this time I would like to assure you a full refund will be issued upon receipt of the return. We will have to receive the item back before we can issue these refunds though. Please proceed with your return and upon receipt a full refund will be issued to your method of payment. 

  Customer response

  01/10/2024

  Sharper Image has received the returned product as of email dated December 20,2023 which I had to pay $17.64 to return wrong item that was shipped to me.  They offered me a gift certificate in the amount of $60.19 that I do not want , I want the money back to my original method of payment which they stated in an email dated December 11, 2023

• Initial Complaint

  12/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I discovered I was charged more for my order than was shown on the receipt of the original order. I want my order cancelled ASAP, as this is misadvertising. This is deceptive business practices, and I am extremely disappointed in Sharper Image.

  Business response

  12/07/2023

  Hello and thank you for your time. We apologize for any frustration. At this time orders are subject to a shipping and tax fee on top of the cost of the item so your order total will be more then just the cost of the item. 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 have reviewed your order and I see this is outside of our cancellation window so I am unable to cancel. If you would like to keep the order we are happy to have the shipping rebate voided and the ground shipping costs refunded to your method of payment directly. 

  Customer response

  12/07/2023

  [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

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i purchased an item from Sharperimage, then I needed to return the pos. I proceeded with a live chat to get a return started, I was given a return label however the amount for the refund is only $60.72, they are charging me another shipping charge which is way high as well as less than i paid for the item. They want to give credit on account and when they say free shipping i'm still charged for shipping, but the credit is given on an account basis. its deceptive and a rip off. I want my money back that i paid! I have ordered several things and have shipping credit! they need to adjust this asf well as the amount that i actually paid for the item. they do switch and bait with people's money and are deceitful.

  Business response

  12/04/2023

  Hello and thank you for your time! We apologize for any frustration. Please know the Cash back shipping rebate is not issued on an account basis, it is issued via email after the order it is earned in has shipped. I am truly sorry to hear you are not happy with this promotional offer and as a one time courtesy we will have that rebate voided and the ground shipping fee refunded to your method of payment. We will also have your return shipping fee refunded as an additional curtesy for any frustration our return policy may have caused. Once the return is recieved your refunds will be issued. We ask that you allow 5-7 days for your refunds to reflect after they are issued depending on your financial institution. 

• Initial Complaint

  11/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered this product from Sharper Image because I am 71 years old and have hip pain, and thought it would work. It arrived defective so when I tried to get the company to refund my money they said it was a self-care item and they would not refund my money. That was unclear from their advertising, or I would not have ordered it. I am on a fixed income and need to have my money refunded once the defective product is returned. If they refuse, I will have to file a small business claim and also report this to the ************** of the ******************* The product is: Hip Therapy Pain Reliever by Sharper Image206604-01

  Business response

  11/24/2023

  Thank you for contacting SharperImage.com regarding your order. I am truly sorry to hear the product you received appears to be defective and not in proper working condition. Please know we are happy to offer a refund for a defective item regardless of it's personal care status.  Please know I have escalated feedback to ensure this does not happen again. Please note a ***** label will be emailed to you within 24 business hours. If you do not see the email in your inbox, please check your spam folder. Once you have received your email, please follow the return instructions, and print the label. If you do not have a printer, please call our customer service department. Once the item is received back to our return warehouse, a full refund will issue to the original method of payment within 5-7 days.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order then realized the rebate that was offered was for the next order not this one I called immediately called and was on hold for forty minutes when they answered they told me the window to cancel an order was thirty minutes I said I was on hold for forty minutes they said sorry theres nothing they could do.

  Business response

  11/14/2023

  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. Your feedback will be sent to management for further review of the promotion offered. Your rebate will be voided and the ground shipping fee will be refunded to your method of payment as a courtesy for any inconvenience. Your ground shipping refund 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. Is there anything else I can assist you with today?

• Initial Complaint

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In May I purchases an "Ultimate Fat Freezer" device that acts as an electric ice pack. Using the product per the directions and with the disposable cloths sent with it, I used the *** and it stopped working after 1 use. I sent it back for a replacement. The replacement was used per directions on my side and it left a 2nd degree burn and a scar now on my right side. I returned it but was told I could not get a refund. I didn't realize I had the option to get a lawyer and *** for damages.I asked for a replacement that would be test before coming to me and that replacement didn't work. I was told a refund was not possible and that I had to accept a store credit so I purchased a completely different product with the refund...which also didn't work so I returned that and tried 1 more time to get an "Ultimate Fat Freezer" that would work. The one that was send left me with 1st degree ***** on my right thigh even though I used it for 30 min and used the disposable cloth. I asked for a refund, called and was hung up on after being on hold...Terrible service. I called again and have emailed and was told over the phone that I my credit card was still on file to refund. Then the woman called back and said that I had to accept a store credit.The final order # is ORD515117859 $150.94 is the amount I want sent to me in a check please. I don't trust Sharper Image products any more and do NOT want a store credit.

  Business response

  10/31/2023

  Hello and thank you for your time. I am truly sorry to hear of this experience. Please know this is not how we want our customers to feel and this has been escalated to management to ensure your original method of payment is refunded. Please allow 5-7 days for this to reflect depending on your financial institution. 

  Customer response

  11/01/2023

  [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 if the credit card, the true "original payment method" is used and not a gift card or store credit.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sharper image sold me a defective product a vacuum broom it is defective and does not come apart they want me to return it but it does not fit in box I asked them to supply box they refuse I asked to bring to a store they refused They want me to purchase a box for their defective item I asked for a refund and they refuse they are selling defective items and making it impossible to tetirn

  Business response

  10/05/2023

  Hello and thank you for your time! We truly apologize for any frustration this return may have caused. At this time we will have to receive the items back for a refund to be issued. Unfortunately we cannot provide return shipping box's at this time. If you do not have a box we do recommend going to your local office supply and shipping supply store, or you could try going to a local bakery as some will give their old box's away if asked. Please know it is not our intention to cause any frustration when doing a return with us, however we are unable to issue a refund unless the item is returned. Once the item is returned a refund will be issued immediately. 

  Customer response

  10/05/2023

  [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 below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]again this item is defective and will not come apart and the company was *** me to pay for a box to return their defective item. Not only do I have any item that does not work and does not come apart they want the consumer to spend money to return. Again since their item is defective they need to,supply the box for return.

  I have spent $ ****s of dollars on line and have never heard of this. Seriously if their item is damaged they should make arrrangements to pick it up. This is a scam. They also offer free shipping and in small letters it says they give you coupon this is false advertising.

  I am more than happy to return item but because it is defective it does not fit in box

  what kind of solution is this that I need to buy a box.

  this criminal I am not removing this complaint unless they figure out a way to pickup their item that is of no cost to me
  
  Regards,
  
  Btenda Wyetzner

  Business response

  01/22/2024

  I am sorry to hear the provided solution was not satisfactory. I assure you this is not a scam and we are happy to schedule a pick up if you'd like. You will need to have the item packed up and ready to be sent back for this pick up though. We are unable to provide a return shipping box at this time so you will need to get a box for the return. Upon receipt of the return a full refund will be issued to you for the order. We cannot offer a refund until the item is received back to us. 

• Initial Complaint

  08/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sharper Image used my email to send daily ads. I do not want or need their products and I do not want their ads in my email. I tried calling them. I followed their advice to email without correction to this problem. Please help

  Business response

  08/21/2023

  Hello and thank you for your time! We are sorry to hear you no longer wish to review emails from us and we are happy to remove your email from our notifications list. This has been escalated to management to ensure this is removed immediately. Please allow up to 72 hours for the emails to fully stop. 

• Initial Complaint

  04/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In November 2022, we ordered a hot wax machine for my wife's hands. Order #ORD5096922272. We chose it because of the listing on the web page with a reasonable price. On delivery we found the product not as listed. It had been photo shopped and was not as pictured. The listing said it could be used for feet as well. No way, unless it was a small child's foot. Then there was the scented wax. Not listed as a characteristic. For health reasons no one should be using scented wax. Upon opening, my wife had to scamper into the other room to prevent getting sick. They fraudulently sold the product.It took over a week to get a return label. After contacting Discover they credited the account and said the case was closed. Suddenly Sharper Image provides some documentation and credits the account $66.12. Short $33.90 from the total amount. I have had Discover reopen the dispute. I have emailed and phoned customer service numerous times with no resolution.. I sent a letter to CEO and corporate office and have had no response.I am asking is the other $33.90 be credited to the account that is rightfully mine since the they fraudulently sold the product.Thank you,*****************************

  Business response

  04/24/2023

  Hello and thank you for your time! We apologize for any frustration caused by this matter. Please know we try to be as transparent about our items as possible and your feedback regarding the Paraffin Bath Treatment has been sent to management. Please know we do state on the website that the wax for the item is rain scented and we apologize that this did not meet your expectations. I have reviewed your order and I do see that on 4/17/23 the remaining refund was issued to you by management. Refunds may take 5-7 business days to reflect depending on your financial institution. 

  Customer response

  05/01/2023

  Better Business Bureau:

  Sharper Image had credited the account before I opened the complaint, but they never told me about it.  I'm sorry for the trouble and thank you for your service.  They did say that the wax is posted as scented but at the time of our order it wasn't.  You may pull my complaint, for the issue has been resolved.

  Regards,

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

*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. ↩