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Complaint Details
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Initial Complaint
07/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
05/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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 response
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
05/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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: $25.90The refunds totaling amount paid were applied to VI ending in 3928.
Stauer Customer Service
Customer response
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
03/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
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
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 response
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
03/11/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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
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
02/29/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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
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
02/23/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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 response
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
02/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
Initial Complaint
01/30/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Despite multiple phone and **** mail attempts since August 2023, requesting that I be removed from any, mailing, selling, buying, trading lists that they have me on, I still continue to recieve their catalogue. I just received their "Valentine's *** ****" issue.Business response
01/30/2024
To whom it may concern,
I can confirm that on 1/26/24 *********************** has been removed from all mailings. It can take 4 to 6 weeks for them to completely stop as they are pre-printed. We apologize for the inconvenience and thank you for letting us know.
Regards,
Stauer **************** Manager
Initial Complaint
01/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased the Stauer Platinum membership which was stated to provide me free shipping and handling. I discovered today that they are charging me $4.75 per order for what they claim is insurance. I am supposed to get free shipping on any product I order and this amounts to a shipping charge since they have to get the item to me as they are a mail order company. This is fraud plain and simple and it has been perpetrated on not only myself but hundreds of other platinum members.Business response
01/09/2024
To whom it may concern,
We have reached out to ******* to discuss his concerns about the insurance fee. We have refunded $100.00 for the platinum plus upgrade and provided a ***** credit on an order purchased 1/6/2024. This resolution was in agreement with ******* and Stauer.
Thank you for bringing this case to our attention.
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Get a QuoteCustomer Complaints Summary
62 total complaints in the last 3 years.
19 complaints closed in the last 12 months.