ComplaintsforStauer, LLC

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6-12-22, I purchased a ring for $112.97 and returned it within their 30 day return policy on 8-8-22. Their outgoing vocemail indicates returns are processed in ***** business days. Attemps to contact them by phone is impossible as I waited on hold for 48 minutes, to no avail. I sent several emails to customer service area with a response indicating received, someone will get back to you in 2 days. That never happenned. The last one was to the company President. Again same about 2 days response. On 8-25-22, I called and spoke with a CSR that told me returns can take 4-6 wks but could ***********-8 weeks, and after mentioning that an email was sent to the Pres. asked for **** tracking number to show receiving item. She then said she would put the credit thru now and to look for it in 2-3 days. Their is NOTHING on their website about returns or via their phone.

  

  Business response

  09/01/2022

  To whom it may concern,

   

  *********************************** called customer service on 8/31/2022 and was told he was refunded on 8/25/2022 in the amount of 107.54. 

   

  Stauer Customer Service

  Customer response

  09/01/2022

  When I spoke with the person from Stauer on 8-31-22, I Indicated that I did'not see the credit to my MC account and she responded that some banks take longer that others for it to appear. As of a few minutes ago, another check of my account still does not show credit from Stauer. I would like to know the last four or even six digits of the account that the supposed credit went to.
  
  
  

  

  Business response

  09/02/2022

  Hi, 

  The refund that was processed on 8/25/2022 went to a mastercard ending in x09467

   

  Thank you, 

  Customer Service Management

   

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  While looking at my order history today I found that on 3/29/2021 there was a charge for $74.25 for a Platinum membership automatic renewal (P3486345). This membership mails 10 discount coupons with magazines which I never used as they went straight into the circular bin as the mail men dropped them.I am mostly upset for the fact such a program is pushed on people without them being made aware of them being charged ahead of time. I found an email on the same day of the above charge in my spam folder indicating the charge after the fact on the same day.Since it is clear on my purchase history that I did not use any of the benefits after this membership was added, I am hereby requesting a store credit for the amount charged so that I can at least use it to buy something tangible.

  

  Business response

  04/19/2022

  To whom it may concern, 

   

  The membership has been returned and refunded as store credit.  Store credit expires after one year except where state law dictates otherwise.  

   

  Thank you, 

   

  Stauer **************** Leadership

  Customer response

  04/19/2022

   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

  02/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After months of telephone requests for Return Authorization, we emailed Stauer (see attached copy) who promised reply in 48 hours. Having received no response whatever, we ask BBB intervention.Gmailrc ******* <*****************>RE: Return Authorizations CUS-STAUER CUSTOMER SERVICE <********************************************************************>Fri, Jan 21, 2022 at 3:16 PM To: ******************* <*****************>Thank you for contacting Stauer, we have received your inquiry and will respond within two business days. If this is an urgent matter, regarding an order change or cancellation, please contact our **************** Team.Phone: ************** Hours: Monday Friday 8:00am to 5:00pm (Central ******** Time)We appreciate your business and being a loyal ***************************************** **************** Team https://****************************** From: ******************* [*****************]Sent: Friday, January 21, 2022 02:15 PM To: CUS-STAUER CUSTOMER SERVICE Subject: Return Authorizations Mr.and **************************************** *************************************************************************** ************ Fax ************ ***************** 22 January 2022 ****************************************** Stauer:After several months of requesting by phone Return Authorization (RA) for portions of your order nos. JA7466560002, JA7625110000 and JA764468001, we are now writing formally to obtain these RAs without resort to BBB or state or federal agencies.Please send the authorizations by fax to ************.Please telephone if these will not be sent by 1 Feb. 2022, to preclude our further action.Very truly yours,*********************************** (esq.)--********************** *** LLC ************ --This electronic communication is intended solely for the use of the individual(s) to whom it is addressed. If you are not the intended recipient, any further review, dissemination, distribution, or copying of this electronic communication or any attachment thereto is strictly prohibited. If you have received an electronic communication in error, please return it to

  

  Business response

  02/11/2022

  To whom it may concern, 

   

  Stauer will have *********** the four items ***** would like to return for a refund.  The return authorizations have been emailed to *****.  

   

  Thank you, 
  

   

  Stauer **************** Leadership

   

• Initial Complaint

  01/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed the order for Aquamarine Splash Necklace vide their item # A43037 ( later allocated # ******* on 11/29/2021 by making a payment of $ ***** against credit card. I called them on 01/06/22 and was told that it will be delivered by 01/09/22. I called them on 01/11/22 and was told that it will be delivered today. Last time I talked to ***** on 01/14/22, who gave no positive answer. It has been more than 1-1/2 months since the order was placed, but the item has not been delivered as yet. I would, appreciate if you kindly help me in resolving the issue.Thanks

  

  Business response

  01/19/2022

  To whom it may concern,

   

  We have resent the package signature required.  A voicemail was left for Mr. ****** to notify him that the package is being resent.  Apologies for the delay.  We will investigate the missing package with our shipper.  

   

  Thank you, 

   

  Stauer **************** Leadership 

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In December 2020 I purchased something from Stauer to give to a friend who likes Stauer's cheap gaudy merchandise. I haven't been back to the site since nor have I made any other purchases (nor will I in the future). This year, 2021, on December 30, Stauer auto-debited my credit card for $99 for a purported "membership fee." I never agreed to become a Stauer member and never agreed to auto-debit, so I called customer service on that same day but they were closed. I called the next day, December 31, at around 8:40 AM ********** time, well within normal business hours, and customer service was still closed. Ironically however, the sales department was open, (indicating that selling merchandise is much more important to Stauer than assisting customers with complaints), so I spoke with a rep in sales and asked her to reverse the charge. She said I would have to call customer service to do that, and that C/S would be open four days later on January 3, 2022. When I wasn't satisfied with that option, she said she would have a manager, *******, would call me shortly. I did not hear from the manager after an hour, so I called back at around 9:45 AM ********** time, and the rep in sales said ******* would call me by 11:00 AM. It is 11:40 AM, and I have not received a call from the manager. Note that there is no way on the Stauer website to cancel your membership online, and instead you have to speak with a live person at customer service on the phone. No matter that customer service is closed and you cannot reach a live person. I need to have the $99 charge reversed, and to have my membership canceled.

  

  Business response

  01/07/2022

  To whom it may concern,

  We have attempted to contact ******************* by phone and email to discuss this matter further and no response.  We refunded her membership of $99 on 1/3/2022 and our accounting department received notification she disputed the charge to her credit card company.  This caused her to be refunded twice and Stauer is owed $99.  We are happy to discuss further and explain if we hear from her. 

   

  Thank you, 

   

  Stauer Leadership

   

• Initial Complaint

  11/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have asked to be removed from this businesses mail list, and for them to stop falsely charging our credit cards for no reason. It just happened again for a fourth time that our card was charged for NO reason and mail started again. This is clearly fraud, and it keeps on happening. Looking back we noticed this was going on for years, and I am on top of it as I am the Power of Attorney for my elderly father, and believe this is elder abuse. I have never seen anything so flagrant and fraudulent that takes advantage of the elderly.

  

  Business response

  11/29/2021

  To whom it may concern, 

      In speaking with Andre's son, we were able to to determine the promotional mailings and they should cease fully within 4 to 6 weeks.  Also, processed a refund for $99.00 for a membership that renewed automatically.  

       Thank you for bringing this situation to our attention to give us the opportunity to rectify.  

   Regards, 

  Customer Service Manager

   

   

• Initial Complaint

  10/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  10 27 2021 I received via mail from STAUER ***** ********** ***** * ***** *** ********** ** ***** with any order FREE SNOWFLAKE NECKLACE Early Bird Holiday Special FREE GIFT Snowflake Sparkle Pendant 50797sp spoke to absolute rude obnoxious representative , who REFUSED to honor the offer what is in writing, I placed my order myself my order my order ************ WATCH free gift included with ANY ORDER PERIOD I want the free snowflake pendant with order I placed I was in combative situation with Stauer employee very ignorant, very rude to Stauer customers and did a pitiful job of representing company in a professional manner. Richard ***** ****** **** ******** *** ******* ** *****

  

  Business response

  10/29/2021

  To Whom it may concern, 

      Mr. ******, did reach our customer service department via email on 10/27 to receive the snowflake pendant.  We did provide the gift free of charge. 

       We appreciate this being brought to our attention on service received to allow us to research and rectify the situation. 

   

     Thank you, 

      Customer Service Leadership

   

      

*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. ↩