ComplaintsforSharper Image

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have not yet received the refund for my order. My order number is *** *********. I was promised in this forum that I would be refunded almost 15 days back. It has been 4 months and I have put complaints in so many forums but have not received my refund.If sharper images finding it difficult to refund the money to my credit card, Can they please MAIL a check for the refund to the shipping address that they have on file for me?

  Business response

  03/02/2023

  We apologize for any frustration. I do show we are trying to issue a refund to you, however due to an ongoing dispute we cannot issue the refund. Please close the dispute open with your financial institution so this refund can be issued. 

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/13/22, I placed an order by phone with S.I. - #ord511122313 for an ergonomic office stool as a gift at phone # ************. PLEASE NOTE, that I am severely visually impaired and can use an iPad only with enlarged font and special devices from the ************ Without my prior knowledge, I was charged $138.94, which included an unused cash back coupon in the amount of $18.95. The product arrived in a timely manner but in a damaged box with no information or instructions included. S.I. was very cooperative in my efforts to return the item, ultimately arranging for Fed Ex to do a pick-up on 1/11/23 as I am unable to drive and also have some mobility issues. After they reported having received the return, I made numerous phone calls wherein I was repeatedly told that my refund was in process. As of 2/19/23, customer service began hanging up on my calls. To this day I am receiving emails saying that my cash back coupon will be expiring very soon if not used. I have spent much time on this issue and, for me, it is as much the principle as the lost money that is involved. The transaction shows on my bank statement, but my vision prohibits me from uploading it at this time. If necessary, I can get help and deliver it at a later date. There were never any other receipts or written materials involved.However, the many times that customer service did speak with me, they never denied that the full amount was owed back to me. I so appreciate anything you can do to assist me with this fraud.

  Business response

  03/01/2023

  Hello and thank you for your time! I am truly sorry to hear of this experience. Please know this is not how we want you to feel and after review of your return tracking I see this was delivered back and I have escalated this matter to management to ensure your refund is issued immediately. Please allow 5-7 days for this to reflect depending on your financial institution. 

  Customer response

  03/01/2023

  [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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  Please note that this is the same response that I received verbally on the phone on numerous occasions, however, and no action was ever taken.  I will keep my fingers crossed,

  Thank you.

  Regards,

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

• Initial Complaint

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My return your items got lost by *****. Sharper image has claimed the lost items value from Fedex.My order number is "ORD509445816". I returned the item. ******* asked me to ask sharper image to claim that item's value, which I am sure they did. The customer service agent tells me that $69 and some cents has been deposited back but I don't see it in my credit card. When asked they say ask your bank. My bank conveys that they have not received the credit. I launched and service dispute with my credit card company and they refused to credit me the money back.

  Business response

  02/14/2023

  Hello and thank you for your time! I am truly sorry to hear this. I have review the refund attempts and I show both failed. This has been escalated to our refund department manager to ensure this is issued today. Please know depending on your financial institution this may take 5-7 days to reflect. We apologize for any frustration this may have caused. 

• Initial Complaint

  02/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase 3 items for Christmas but I had the wrong address when I ordered them. I called them less than 8 hours later to change the delivery address but was told that couldnt be done and when I tried to get a good reason why since the order was still processing I was rudely hung up on. So I decided to reorder these items to the correct address. I fed exd the items back to them and 4 weeks later I still havent received the refund even after calling the twice. Each time I speak to them they say it will be refunded in **** because it needs to be processed. But I never got the money and it needs to be refunded to PayPal which should only take a few key strokes.

  Business response

  02/09/2023

  Hello and thank you for your time! After review of your order I show this was escalated to management yesterday and your refund is now being processed. Please allow 5-7 days from today for this to reflect. We apologize for any inconvenience and the calls will be reviewed further to ensure further action is taken and agents are not hanging up on customers anymore. We thank you for brining this to our attention allowing us the opportunity to improve our customer experience! 

• Initial Complaint

  01/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought the Sharper Image Calming Heat Massaging Weighted Heating Pad from Bed ************** It stopped working after around 20 uses. I then sought to get a replacement but unfortunately, my order history with Bed ************* did not show the purchase. I should have but did not keep my box and paper receipt. The brand reputation of Sharper Image gave me a sense of confidence, but I have learned that this companys positive image does not match the poor quality of this product. When I checked customer reviews, countless people have seen this product fail quickly and suddenly. Sharper Images customer service line proved futile to talk to. Unhelpful, lacking in empathy, rude and short with me. Do not buy this product. Many, many are disappointed in its too short life span. Sharper Image obviously does not care.

  Business response

  01/09/2023

  Thank you for reaching out! I apologize for the confusion as we can only help with Items purchased from SharperImage.com or through our catalog. Sharper Image is a brand name only. We are not a manufacture. Many companies can license the branded name as long as the pass the licensing requirements. The product that you are inquiring about is manufactured and managed by a company called Calming Heat. For further assistance, regarding replacements, manuals, parts, or further questions please visit ******************************* call ************.

  Customer response

  01/09/2023

  [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:]
  The product is sold under their name. Their excuse belies logic. 
  Regards,
  
  *************************

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In November, I ordered a printer from Sharper Image and requested that it be shipped to my daughter in *********,**. When I received the tracking info several days later, I forwarded it to her, and she kept. Close eye on the printer as it moved across the country, including the Tuesday before Thanksgiving when ***** reported it was out for delivery! When the status changed to delivered she was puzzled, she had worked within site of the front door all day and nothing had been delivered all day! So she called ***** and was told this happens a lot. Have your vendor call us and file a claim. So, I spent 1 1/2 hours on the phone being transferred and placed on hold, only to be told you should get in your car (drive 2 1/2 hours) and look around the neighborhood to see if it was misdelivered (that would be big no! I dont care to get shot!). Then they offered to reship me another one. When I received the shipping confirmation, it was to an address that was completely foreign to me! So I called Sharper Image and canceled the order. (After another 1 1/2 hours being transferred and put on hold). Then on the Boxing Day, I was reviewing my credit card statement and I could see where they had charged me ****** but no refund. So I called them YET AGAIN and asked why I had seen no refund. They said the order was still active! I asked them AGAIN to please cancel it. Do you understand what I m saying to you? She refused my request to speak with a supervisor, and placed me on hold where she left me for 45 minutes after which I hung up. 2 days later, I received an email instructing me to kindly return the merchandise (in the original packaging) to receive my credit. THAT WOULD BE THE MERCHANDISE THAT I NEVER RECEIVED!!! They claim the they cant issue a refund without merchandise!!

  Business response

  01/06/2023

  Hello and thank you for your time! We apologize for any frustration this experience may have caused. At this time it is policy that when an order is marked delivered but the recipient is not able to locate it that a replacement is issued to a ***** holding center for pick up to ensure the package is not lost or stolen again. This is why when you were notified of your replacement information the address was not the original shipping address. It was the nearest ***** holding center. Because your original order was marked as delivered the order is not normally eligible for a refund to then method of payment. I have escalated this matter to management for further review of this to see what we can do for you though and we will be reaching out to you shortly with further information regarding their investigation. 

  Customer response

  01/06/2023

  [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:]I have no confidence in sharper Image and no future plans to do business with them.  So, a store credit good for a future purchase will be of no value to me.  
  
  Regards,
  
  ***********************************

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ORD509634344 I returned a treadmill to Sharper Image on November 28, 2022 (I have proof of delivery). I requested that the total estimated refund of $243.36 be returned to the original payment method. On November 30, 2022 I received an email that my item has been successfully returned and to allow 5-7 days for my bank to reflect the refund. That refund never came. I contacted customer service by phone and email atleast 7 more times and each time there was a different excuse on why I wasn't refunded but that the issue was resolved and I can expect my refund within 5-7 days. Again, refund never came. I am fed up with this company.

  Business response

  01/05/2023

  Good morning and thank you for your time! I am truly sorry to hear you have not been refunded for your order yet! This is unacceptable and is not the experience we want for you! I have escalated this matter to management to ensure this does not happen again. Your refund will be issued manually today. Please allow 5-7 days from today for this to reflect depending on your financial institution. 

  Customer response

  01/06/2023

  [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

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered product from day one does not work looking to do exchange waited for email confirmation never receive call again they say product is not theirs decided not to deal with the run around and wanted to get refund they send email for return label tell them I cant print to mail it never receive but got it printed but see its for store credit I raised h*** that I will never order again so they will refund money minus shipping fee on phone again and they say ok to refund full amount was supposed to receive another email for new label but I dont and call again and they say its being mailed since they cant cancel the first label but was told to throw it away I feel that this is a stall tactic always another story every time I call and when I purchased I was billed 3 times on my accountthose other 2 charges fell off but feel like this is shady business and it all started off bad also when you call the **** number if you press 1 to order its the company but if you press 2 for existing order issues it goes to a customer care solution officetotal runaround BAD BUSINESS

  Business response

  01/05/2023

  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. This is not something we often hear regarding this product. Please know I have escalated feedback to ensure this does not happen again. Please note a ***** label will be emailed to you today. 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

  12/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last year I had the issues of refunds, misrepresenting discounts and unsubscribing problems with Sharper Image. Now, again they are sending unwanted two or more emails a day to my email address. When you try to unsubscribe and click on submit, it reverts to a series of email preference choices: email to be received once a day; once a week; once a month; or holidays, so you can't really unsubscribe. I requested by email to their **************** to unsubscribe my email address permanently. I hope you can help with this matter. Thank you. I tried to copy the subscription choices provided by Sharper Image but there is no option for really unsubscribing when you click on submit.************************************** EMAIL PREFERENCE CENTER Generally, I would like to receive email... about once a day about once a week about once a month during the holidays Subscription Status I would like to continue receiving some email as checked above. I do not want to receive any discounts/information (unsubscribe).Email********************** Submit

  Business response

  12/02/2022

  Hello and thank you for your time. I am sorry to hear you wish to no longer receive messages from us! At this time I have sent your email to our IT department to ensure this is removed immediately. 

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yesterday 11/30/22 I purchased 3 products from Sharper Image for Christmas. They advertised 20% off site wide using code Gift20 with free shipping. All items purchased did come up on sale, however, the shipping did not come off. Order number ORD510365504. My order including the 3 products and tax should come to ****** instead I was charged ****** which includes shipping. The shipping cost of ***** is in cash back earned. I ordered with the understanding I would receive free shipping. Cash back is not the same as free shipping. The cash back earned is to be spent at Sharper Image and it expires in a months times. That's not free shipping. False advertising. I've reached out to cancel and apparently I'm to late to cancel. I ordered yesterday. In reality I paid for shipping. If I do use the cash back option I will never get free shipping. They lied. I have no intention of using the cash back. I would like the shipping cost to be credited to my card in a timely manner, which should be **** business days.

  Business response

  12/02/2022

  Hello and thank you for your time! We apologize for any frustration. At this time our advertised offer is 20% off and free shipping with rebate. Please know we try to be as transparent as possible when it comes to this free shipping with rebate offer and these details can be found when clicking on the "?" next to the offer in the shopping cart as well as when clicking on the banner offer presenting the 20% off and free shipping with rebate offer. I am sorry to hear this offer is not one you wish to take part in and as a one time courtesy we will have the cash back shipping rebate voided and your method of payment refunded for the shipping fee. Please allow 5-7 days for this to reflect. 

*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. ↩