Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The original order was sent to Stauer on 9/17/24, however they did not record it until 10-30-24. The order was for 4 knives plus shipping. An order was sent to me on 11-15-24 which was incorrect. I made contact with Stauer and advised them that only one of the items was on my original order....I would be returning the pocket knife,,,,cancelling the order for the Blue Bone Bowie, as I never ordered that and would keep the Damascus Spiral Knife. and cancel the remaining original order. I asked that they refund my money deducting for the Damascus Spiral Knife of $199.00 plus shipping of $19.95. They indicated there would be no problem. I've been trying since November 2024 to get this rectified. They finally did send me two checks totalling $329.75 on 11-26-24. According to my calculations they still owe me $116.30. I received a call yesterday and she indicated they didn't owe me any more money....she didnot provide any documentation to disbute my claim......I've spent alot of time trying to get this resolved to no avail......I do have documentation if you need it....i just want my money back......

  

  Business Response

  Date: 03/10/2025

  To whom it may concern, 

  Thank you for reaching out to us. We have reviewed your payment and refund details, and we would like to clarify the situation.

  You initially submitted a payment of $585.95 for your order of the Damascus Spiral Knife (Item #*****). The total cost of the item is $199.00, plus Insurance ($4.75) and shipping and handling ($19.95), which brings the total to $223.70.

  We have processed a total refund of $362.25 to your account, broken down as follows:

  
  Refund issued on 12/12/2024: $36.50
  Refund issued on 11/26/2024: $293.25
  Additional refund issued 3/10/25: $*****
  Total refund issued: $362.25

  The difference between the payment you submitted, and the total refund issued is as follows:
  Amount paid: $585.95
  Total refund issued: $362.25
  Remaining balance: $223.70

  
  This remaining balance of $223.70 covers the total cost of the item and associated charges, and the refund has been processed accordingly.  The additional refund of ***** will be mailed.  It can take 2 to 4 weeks. 

  Best regards,

  Stauer Customer Service

  Customer Answer

  Date: 03/11/2025

   I am rejecting this response because: when I sent in my original order, the Damascus Spiral **** was listed for $******. So my oriiginal order was for $585.95 and I kept the one knife as stated above for $****** plus shipping which would be 19.95.  It appears that the discrepancy here is the cost of the knife I kept.......the advertised price was $****** which I have documentation for.......so heres what I have...........total order           $585.95  minus  ****** and  4.75 ...the balance still owed me at that time was $441.30...now subtracting what they refunded me of $293.25 *** ***** they owe me $111.55

   

  
  

  

  Business Response

  Date: 03/11/2025

  To whom it may concern, 

  To address a recent discrepancy in your order total and to provide further information regarding your refund.

  After reviewing your order, we found that the total cost, based on the offer code you had wanted applied to your order, should have been $143.70, as we had the item priced at $199 and not the $119 price. 

  Out of the $585.95. We have issued refunds totaling 362.25.  (please see dates on prior response) The total amount of the refund should have been ****** a difference of $80.  

  Additionally, we will be adding a refund of $80.  

  Thank you for bringing this to our attention. We appreciate your understanding and patience.  This is our final response.  
  

  Sincerely, 

  Stauer Customer Service

   

  Customer Answer

  Date: 03/12/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:02/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December 2024 I ordered 4 items from Stauer that totaled $91.47. Then January 2025 Stauer charged $88.45 to my MasterCard. I called them 2/11/25 and they stated this was a 2 payment transaction from last December and was also charging me for a membership. I told them their sales representative never mention anything about 2 payments or a membership. They said they would refund the charges to my MC. Today I received notice they had returned $80.00 and not the full amount of $88.45. I called again and they would consent to credit my MC for the remaining amount. They are trying to slam my credit card with unauthorized charges.

  

  Business Response

  Date: 02/14/2025

  to whom it may concern, 

  Thank you for contacting us regarding your recent experience with Stauer. We understand your concerns about the charges to your MasterCard. Upon reviewing the details, it appears that the original order of $179.92 from December 2024 was split into two payments, The January 2025 charge of $88.45 was part of this split payment. We apologize for this not being fully communicated.  

  After your inquiry on February 11, 2025, we immediately processed a refund for the charges $80.00 for returning the membership. The remaining balance of $8.45 will be credited to your MasterCard promptly, as per our conversation on 2/14/2024.  
  We sincerely apologize for any confusion or frustration caused. 

  
  Thank you for your patience and understanding.

   

  Stauer Customer Service 

  Customer Answer

  Date: 02/19/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:07/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/2023 I ordered a watch and they sent me a used one instead of sending me an email that said of telling me they were not in stock. When they sent me a new watch, I was sent a platinum membership which I never ordered. I canceled and was supposed to get which was $97. They tried to put on a debit card that was cancelled. I emailed them with the new card#. I called billing 4 times they said they would look into it. The 4th time they said they would send me a check if i was owed that much but instead they put in my account. Then when I sent it back to be repaired they sent it back and sent me a sheet that said how much it would cost to have it repaired. They also sent me another sheet which said $25 for a new battery. Then it also said $ ***** to adjust the band. Then sent the same sheet which said $***** for a new band. The problem is there was nothing wrong with any of them. When I received it was still running and it still had the same band when I sent it in. instead

  

  Business Response

  Date: 08/02/2024

  To whom it may concern, 

  The watch was purchased 9/07/2023. An exchange was completed 10/30/2023.  On 6/25/24, we received a watch for exchange that was past our return policy.  We returned the watch with you, along with a letter that we would need payment to repair/replace the watch as it is outside of our return policy.  

  Per a phone conversation with ******, he no longer would like the watch and expects a full refund.  As a courtesy, we have processed a return for full refund.  8/2/2024 a refund of ***** for the watch return and additional $25 for shipping, tax, and insurance. ****** has been refunded in full a total of 87.84 to the MC ending in 5229. 

  Stauer Customer Service

   

   

   

• Initial Complaint

  Date:05/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/10/2024 I purchased a watch from Stauer online. The money was taken from our account on 5/13/2024. When tracking the order everything looked legit until the first delivery date, 5/17/2024, came and went with no watch. I then checked the tracking again and now it says that the delivery date will be on Monday 5/20/2024. This date too came and went with no watch. I tried to call the company during their business hours but the message said that they were closed and it wasn't even close to their closing time, that according to their message. I am going to try again tomorrow, but do not have any hope of getting in touch with them. The watch is supposedly at the *********** in *********, ** and has been since last Thursday.

  

  Business Response

  Date: 05/21/2024

  To whom it may concern, 

  Stauer customer service is open 8 am to 5 pm CST.  You can reach us by phone at ************ or email at ************************.  Emails are responded to within 24 hours.  

  There are several reasons why parcel shipments may experience delays,logistical Issues are usually the primary that we see.  These include but are not limited to occasional operational challenges, such as misrouting or technical issues within the carrier's network, can impact the movement of packages.

  We have reached out to ********** to investigate the cause of the delay and are reshipping a replacement order to ensure that you receive your package.  If you happen to receive the original package, please return the duplicate item with the return label located on the bottom right-hand side of the invoice included in your package.  

  Sincerely, 

   

  Stauer Customer Service

   
  

   

  Customer Answer

  Date: 05/21/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:05/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a safety kit from Stauer which was advertised for $19.99. It arrived and I was charged $46.57 on my card. Item was returned 3/11/24. On 4/3/24 I received a credit of $8.17 on my credit card. I called the company and they refused to do anything as far as refunding the rest of my money.

  

  Business Response

  Date: 05/03/2024

  To whom it may concern, 
  

  Order J5754597 has been refunded in full.  

  4/3/2024: $8.17
  5/1/2024: $12.50
  5/1/2024: $25.90

  The refunds totaling amount paid were applied to VI ending in 3928.   

  Stauer Customer Service 
  

   

  Customer Answer

  Date: 05/04/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:03/11/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  W4179590 ordered Jan 28, 2024 My second complaint, the bracelet I ordered over 5 weeks ago is still backordered, the first time I spoke to someone on the phone they said it would be 1-3 weeks, and it would be here for valentines day. Fast forward now we are in March and all I am getting is emails saying "sorry for the delay it will be another 2-4 weeks"?? My order number is W4179590, I receieved a message on my phone from someone who claimed the bracelet would be in within the next week, that week has come and gone. Can you guys please for the love of god send the bracelet I ordered! I understand a few weeks for backorder but are you guys walking it from *****? I do not understand how it has taken so long.

  

  Business Response

  Date: 03/11/2024

  To whom it may concern, 

  We apologize for the inconvenience and delay with your order.  We do expect the item to arrive soon, however we have not yet received the bracelet in our warehouse to be able to ship to you.  We have prioritized your order, waived the shipping and handling charges, and upgraded to a *** 2 day.  Your payment will not be processed until we ship your order.  We appreciate your business. 

  Stauer Customer Service
  

   

   

   

  Customer Answer

  Date: 03/11/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:03/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An order was placed in January for a ring. The order was returned and I still have not received the refund for the order.

  

  Business Response

  Date: 03/11/2024

  To whom it may concern, 

  On 2/21/2024 $34.01 was refunded to your **** ending in 8543. An additional $14.57 has been refunded to your **** ending in 8543 on 3/11/2024.  This is a full refund in the amount of $48.58.  

  Stauer Customer Service

   

   

• Initial Complaint

  Date:02/29/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a bracelet (W41795900000) 1/28/24, said it was in stock on the website. Got an email it was backordered for 1-3 weeks, no problem. Its now been a month, I got an email 2 weeks ago that it would be 1-2 weeks. Fast forward to today 2/29/24, I call the # and they tell me its backordered for 2 more weeks. Get it together guys, you charge $30+ for shipping and handling yet take over a month to even have the product in the warehouse? Dont even know where to begin, this is such a joke of a company.

  

  Business Response

  Date: 02/29/2024

  To Whom It May ***************** apologize for the inconvenience this has caused.  The item ordered (#***** Princess **** Diamond Aura Bangle) is currently not in stock.  Delivery to our warehouse is expected early next week.  We have prioritized your backorder and upgraded your shipping to *** 2-day with no additional charges.  We appreciate your business.  Thank you for your patience and understanding.  

  Stauer Customer Service
  

   

• Initial Complaint

  Date:02/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Refer to customer number: **********. I have asked Stauer numerous times to remove me from their **** mailing list and they have neglected to do so. I've had two bad experiences purchasing merchandise from them, and no longer want to do business with them. I get more than several pieces of junk mail from them every month. I want it to stop.

  

  Business Response

  Date: 02/23/2024

  To whom it may concern, 

  We appreciate you making us aware that you would like to be removed from our mailing list.  Your account has been updated as of 2/23/24; however, it does *********** to 8 weeks for mailings to stop.  We apologize for the inconvenience.  
  

  Sincerely, 

  Stauer Customer Service
  

   

  Customer Answer

  Date: 02/23/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:02/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a watch with order #W41465410000 in December.It was a gift to my son, but when he tried it on, the band was a few INCHES too big, (And he is a big guy !) and Stauer said that they could not fix that issue. It was returned via ****** tracking #**** **** **** **** **** **** 19 **** CONFIRMED that it WAS received by STAUER on 01/09/24. Stauer acknowledged receipt of return and promised refund within 10 days when I called and spoke to a representative. They promised it would be credited no later than 01/19/24. STILL NO refund has been received as of 02/05/24. This is a scam company! I want my refund immediately!

  

  Business Response

  Date: 02/06/2024

  To whom it may concern, 

  The return for refund was processed for order W4146541 on 2/5/2024 in the amount of $90.35 to MC ending in 0001.  To ensure a full refund, an additional $4.75 has been refunded 2/6/2024 to MC ending in 0001.  We do apologize for the inconvenience of the length of time to process your return.  

  Thank you, 

  Stauer Customer Service