ComplaintsforSharper Image

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sharper image infra red heating pad via walmart.com. it quit working within the 1 year warranty. After getting the run around I finally got the company to send replacement.. however it was a cheaper and inferior version of the item I bought. This is not fair it should have been same item or a full refund!!!

  Business response

  01/18/2022

  Thank you for contacting SharperImage.com.We apologize for the confusion as Sharper Image is a branded name and we are not a manufacturer. We did not nor do not authorize any retailers to license the branded name as we offer our products under the branded name Sharper Image on sharperimage.com. If this is a Calming heat Sharper Image item this will be made by the company Calming heat and at this time only they will be able to assist further with the correct replacement. We truly apologize for any inconvenience this may have caused. 

  Customer response

  01/20/2022

  [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,
  
  *********************

• Initial Complaint

  12/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This is a follow-up to a prior complaint that still has not been resolved. On 12/9/21, I ordered 6 in-stock items (Portable Drive-In Movie Theater) from Sharper Image as 6 separate orders going to 6 separate addresses. I received order confirmations that same day and shipping confirmations from Sharper Image on 12/10 and 12/14 for all items. As of 12/23, 3 of the 6 items had never actually been shipped. I called customer service to resolve and was inexplicably told that the items were lost, but they would be reprocessed and shipped as soon as possible. Today, 5 days later on 12/28, I call again to check the status and I am told that they were never sent. 2 of the 3 orders had requests sent to their back office for reorder but the reorder never actually happened; the 3rd reorder was never requested. There is over $1,000 in merchandise that we have been charged for that has not been shipped let alone delivered. These were Christmas gifts ordered 16 days before Christmas, and they STILL have not left the Sharper Image warehouse, despite the lies I have been told by Sharper Image otherwise. Every call to customer service is met with the assurance that the items will go out 'tomorrow' or simply getting disconnected on the phone. And yet here we are. I have wasted hours upon hours dealing with this. This is absolutely unacceptable. These items need to be shipped out immediately overnight and need to arrive by 12/30/21. These need to be delivered and there needs to be some credit for this absolute embarrassment of a mess. As of 12/30/21 at 7:30pm PST, one of the items STILL has not been sent. THIS NEEDS TO BE SENT ASAP. I also expect a larger refund than the measly 10% as I have spent HOURS AND HOURS AND 5+ PHONE CALLS AND AGGRAVATION trying in vain to get this resolved. ENOUGH IS ENOUGH.

  Business response

  01/03/2022

  *********, thank you for reaching out. Please know this issue has been resolved from your previous message to us via BBB. The replacements for the three missing orders were shipping on 12/29/21. The three tracking numbers for these are 550796043750, 550796043706, and 550796044345. 

• Initial Complaint

  12/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased an item from sharper image (drink dispensing gold club), I was charged twice and received one. I have been in contact with shaper image for a month in regards to this issue and they keep telling me to wait a few more days and now its been a month. I just called again today and they told me wait a week.

  Business response

  01/03/2022

  Good morning and thank you for your time! I am truly sorry to hear that you did not get your second order for item 204226-01. At this time I have tracked this order and it appears the second unit was lost in transit. This is not okay and will be investigated with ***** thoroughly to ensure it does not happen again. In the mean time a full refund for the missing order will be issued. Please allow 3-5 days for this to reflect. 

  Customer response

  01/03/2022

  [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. I have been waiting for over a month for my refund. I have called several times and have been told 5 times in that time that I should expect my refund any day. I am still waiting and I will not accept until I have received my refund and will take legal action for time spent on the phone for hours trying to resolve this if my refund is not issued to me in the next few days. 
  
  Regards,
  
  ******************************************************

  Business response

  01/04/2022

  I am truly sorry to hear that you feel this way. Your matter and feedback has been escalated to management to see if there is anything else we can do for you to make this a quicker process for reflection. Please allow 3-5 days for your refund to reflect. 

  Customer response

  01/13/2022

  [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 wrong amount was refunded! I am owed $16. I was charged full price and I expect full refund!
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ******************************************************

  Business response

  01/21/2022

  Hello and thank you for your time. After review of order, ORD506718310, I show the amount paid was $67.87and I see the amount refunded for this was $67.87. This matter has been escalated to management and a member of our management team will be reaching out to you to discuss this further and resolve this matter in a satisfactory way for you. Please allow 24 hours for someone to reach out to you directly. 

  Customer response

  01/26/2022

  
  
  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:
  
  I am disgusted with the service of this facility and will make sure that anyone I know is aware of the terrible experience I have had.  My family and I will never shop with you again.  Please do not send up anymore catalogs as they will be used solely to line our cats litter box. 
  
  Regards,
  
  ******************************************************

• Initial Complaint

  12/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 12/9/21, I ordered 6 in-stock items (Portable Drive-In Movie Theater) from Sharper Image as 6 separate orders going to 6 separate addresses. I received order confirmations that same day and shipping confirmations from Sharper Image on 12/10 and 12/14 for all items. As of 12/23, 3 of the 6 items had never actually been shipped. I called customer service to resolve and was inexplicably told that the items were lost, but they would be reprocessed and shipped as soon as possible. Today, 5 days later on 12/28, I call again to check the status and I am told that they were never sent. 2 of the 3 orders had requests sent to their back office for reorder but the reorder never actually happened; the 3rd reorder was never requested. There is over $1,000 in merchandise that we have been charged for that has not been shipped let alone delivered. These were Christmas gifts ordered 16 days before Christmas, and they STILL have not left the Sharper Image warehouse, despite the lies I have been told by Sharper Image otherwise. Every call to customer service is met with the assurance that the items will go out 'tomorrow' or simply getting disconnected on the phone. And yet here we are. I have wasted hours upon hours dealing with this. This is absolutely unacceptable. These items need to be shipped out immediately overnight and need to arrive by 12/30/21. These need to be delivered and there needs to be some credit for this absolute embarrassment of a mess.

  Business response

  12/29/2021

  Thank you for reaching out to us regarding this. I am truly sorry to hear that you did not get three of your orders. Please know I am going to have this resolved. Management has been advised of this experience and will be releasing these replacements immediately. Please allow 3-5 days for these to arrive. We will also be issuing an additional 10% off for the three orders that have yet to arrive. Please allow 5-7 days for the refunds to reflect. 

  Customer response

  12/29/2021

  [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 delivery time needs to be expedited; 3-5 business days is NOT expedited.  I also need tracking numbers for each shipment since I cannot trust Sharper Image to actually send them and I cannot continue to ****** the gift recipients to see if they've received their long-overdue items.  The 10% credit is not much but I will accept that.

  Regards,
  
  *******************************

  Business response

  01/04/2022

  I do apologize, however after review of this I show all three replacements have been delivered as of 1/3/21 so we are unable to expedite these. Please use the the three ***** tracking number, 550796043750, 550796043706, and 550796044345. If these were still not delivered please reach out to us by phone for further assistance as we will need to send any further replacements to either a ***** holding center to an alternate address for each not received. 

  Customer response

  01/06/2022

  [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:]

  Vendor does not address the inadequate 10% refund for the OBSCENE 25+ day delays.  The credit needs to better reflect this ongoing aggravation and the ***** I have spent trying to resolve these problems with nearly a dozen phone calls to their incapable customer service.  10% discount is NOT sufficient.  Furthermore, I am STILL waiting for another item that was returned and received weeks ago to be refunded, $391.31.  Calling customer service is a joke and NOT a solution.  We are here mediating through the BBB because customer service is ineffective and a further waste of time.

  
  Regards,
  
  *******************************

  Business response

  01/12/2022

  *********. I am truly sorry for the frustration you must feel. Please know this is not how we want your experience to go. Unfortunately we are unable to offer any further discounts as you have 20% and free shipping already applied and the 10% we issued for each order that was missing would give you a total savings of 30% and free shipping on each order. I have sent a request to have a member of management contact you to discuss your experience further and to discuss what resolution will be best for you. 

  Customer response

  01/15/2022

  [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

  12/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an order with Sharper Image as a christmas gift unfortunately the item never arrived. I had to call Sharper Image THREE times to get this issue resolved. Each time they keep telling me they will refund me for the missing order and each time they fail to do so. I received a return label to return the MISSING ORDER so I called customer service AGAIN and asked for a manager who told me I would not get a full refund as its a "return refund". How do they think its okay to not fully refund the customer for a missing order?! If its a return sure go ahead and charge your fees but they can not do that in this scenario and now I am not getting any help from anyone at customer service!!

  Business response

  12/20/2021

  Hello and thank you for your time. After review of your order I show your refund was issued on 12/17/2021. We ask that you allow 5-7 days for this to reflect depending on your financial institution. We apologize for any inconvenience or frustration caused. 

  Customer response

  12/20/2021

  [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 guys gave a partial refund! The customer service line is refusing to give a full refund which is why I filed this complaint! Theyre telling me I get charged a return fee?! Thats not ok  

  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  *****************

  Business response

  12/22/2021

  We apologize for any frustration. Customers are responsible for all return shipping charges aside from items that include a defect from the manufacturer. At this time as a one time courtesy only I have sent a request to our financial department to have the remaining amount refunded to reflect a full refund issued. Please allow 5-7 days from today for this remaining refund to reflect. 

  Customer response

  12/24/2021

  [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:

   

  i dont even have any refund pending from the sharper image. 

  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  *****************

• Initial Complaint

  12/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order # ORD506054241 I ordered a $160 LED Hand Pain Relief Mitten approved by FSA and HSA. Tried it once and it didnt work its in perfect condition even the box. Had so much trouble getting the thing to even arrive. They said it was In Transit and then it never arrived. Waited for an investigation to confirm indeed I never received it. Finally got it 3-4 weeks after ordering. Tried it once now their telling me I cant return it??! No where on the product page does it not item is non refundable. I am never using their services again nor my family. BUYER BEWARE **************** is not good, shipping is a very poor experience and they dont disclose to the consumer what is non refundable upfront.

  Business response

  12/08/2021

  Hello and thank you for your time! I am truly sorry to hear that your item did not work and of the experience you had when getting the unit! Unfortunately at this time your item is not refundable because the original shipment was marked as delivered and the unit you have is a replacement we issued since the original package could not be located. We do not want you to keep something that does not work though and so we are happy to have a replacement issued to you for this or we can have a SharperImage.com eGift card to go towards the purchase of something else. We would like to make this right for you *******. Please give us a call at ************** for further assistance with setting up your return for a replacement or eGift card. We look forward to hearing from you! 

• Initial Complaint

  10/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  7/14/21 I placed a order with sharperimage.com for a total of ****** for LED Home Electrolysis Kit. I never received this order. I emailed them in about late July to cancel but I received a email back saying it was about to be shipped. I never received. I was going through my old emails and realized I never received the order or refund.

  Business response

  10/08/2021

  Hello and thank you for your time *********. I am truly sorry to hear of this experience and for any frustration this order may have caused. I assure you this is not the experience we want for our customers. At this time I have located your order and I show that the order was canceled on 08/11/2021 due to inventory. I have reported to management that you did not receive the cancellation email for this and I would like to assure you that your method of payment was not charged since the order did not ship. Any pending charge you may have seen on your method of payment for this order will have fallen off by now and should no longer reflect. We would like to offer you a $25 promotional savings code to try and make this experience a better one. You will be receiving this by email in the next ***** hours for your next order with us. Thank you for choosing SharperImage.com, have a wonderful day! 

• Initial Complaint

  09/23/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered an expensive coffeemaker (order number - ORD503341182) for $117.00. This was placed on 7/30/2021. When it arrived in the mail, it arrived broken. The glass carafe was shattered/broken. I contacted Sharper Image and they sent out a replacement one right away. I got the replacement and after multiple failed use attempts, it kept burning the coffee no matter what I did or what coffee I used. I asked for a full refund back to my original payment method. I have been getting the run-around ever since. Today is 9/17/21 and I still have no refund back to my credit card. Initially, they said they tried to apply my refund to a gift card (without letting me know) and I spoke to management and advised I wanted a full refund to my credit card (original payment method) as I wouldn't be purchasing anything else from them. I have contacted them multiple times via email and phone and today, still have no refund so i'm out a coffeemaker and out my $117.00. I would like a full refund please!

  Business response

  09/23/2021

  Hello and thank you for your time! After review of your order I show a request was sent to management directly to have your gift card voided and your method of payment refunded. Because this has to be done manually it does take longer then usual and we would like to assure you ***** that we are working on your request to have this processed and issued as quickly as possible. A second request has been sent to management for an update regarding your refund. Please allow **** business days from today's date for this to be investigated further and your refund to reflect. 

  Customer response

  09/23/2021

  [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

  09/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the Chin *** because I have some lose skin. After receiving the product, I tried in vain to read the instructions. They are micro lettering TOO SMALL. I calld customer service and asked about the product. She said would send me a video on how to use it. So I received another copy of the instructions instead. I was able to blow them up to read which really helped. I tried again to turn everything on. It doesnt work so I plugged everything into charge. I was only able to get the blue light on. There is supposed to be blue, red and vibration. I can only get the blue light on. Thats it. SO I just called again to ask for a refund. They were going to Fed Ex it back. My issue is I asked for the refund amount. She advised me it was $10 less than my original price. I asked why. She informed me that they do not refund the original shipping.WHAT?!?! She stated that is their policy. I asked to speak to a manager That is NOT advertised. The product NEVER worked.

  Business response

  09/10/2021

  Hello and thank you for your time. I am truly sorry to hear of this experience and I would like to assure you a full refund will be issued for this return as the item was defective. I have sent a request to our financial department to ensure this is processed properly when the item is returned. We thank you for choosing Sharper Image and I hope we were able to resolve this matter to your satisfaction. If you are in need of any further assistance regarding this return or any future orders please give us a call at **************, we are happy to help! 

*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. ↩