Complaints

This profile includes complaints for Sharper Image's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Sharper Image

  40230 Grand River Ave. Novi, MI 48375-2116

• 

  Sharper Image

  900 N Point St San Francisco, CA 94109-1192

• 

  Sharper Image

  350 Embarcadero San Francisco, CA 94105

• 

  Sharper Image

  350 Embarcadero 6th Floor San Francisco, CA 94105

• 

  Sharper Image

  40230 Grand River Ave Novi, MI 48375-2116

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:08/11/2025

  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.

  Ordered an item on 8/4/25 and the company claims to have shipped ***** tracking number ************ but ***** claims they don't know where the item is. I want my money back.

  Business Response

  Date: 08/11/2025

  Thank you for reaching out to us. We sincerely apologize for any frustration regarding your delivery. After reviewing the ***** tracking details, we can confirm the last scan for your package was on August 9, 2025. This indicates that the package is not lost. Please note that we do not deliver on weekends, so a scanning delay over the weekend may occur. Packages are typically scanned on the next business day to reflect updated movement. We apologize for any misinformation you may have received. Your case has been escalated to management for review. A member of our management team will follow up with you directly via email with further details, as we do not have any notes from ***** regarding the package being lost or tendered to ****.

  Customer Answer

  Date: 08/11/2025

   
  Complaint: 23729860
  
  I am rejecting this response because: I don't have a satisfactory repsonse as it relates to status. I have read is the status that I read online and the message that I have gotten from FedEx.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 08/11/2025

  We apologize for any frustration or confusion regarding your package.
  
  We've reviewed the ***** tracking information for your order, and we can see that the last scan was on August 9, 2025, showing the package is now in ********, **. At this time, we do not have any notes from ***** indicating that the package is lost or has been tendered to **** for final delivery.
  
  Due to this recent movement, we will need to investigate the matter further before we can provide a resolution. A member of our management team will review the tracking in more detail and will follow up with you directly to advise you on the next steps.
  

  Customer Answer

  Date: 08/13/2025

   
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair 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 purchased a Calming Heat product from Sharper Image for over $100, using funds from my *** account. Unfortunately, the item stopped working after only a few months. I filed a warranty claim, and the replacement product I received was also defective twice. Both replacements refused to power on upon plugging them in. I have contacted Sharper Image directly multiple times, but they have not provided a satisfactory solution. Their representatives claim they cannot verify my order because it was placed through my *** account. However, Ive already submitted my receipt and communicated with ****** from ****************************** regarding this matter. Despite my proactive efforts, Im still left with a non-functioning product and no resolution. I am requesting a proper replacement or a full refund.

  Business Response

  Date: 07/15/2025

  Thank you for reaching out! We are truly sorry to hear you are having trouble with your item and we apologize for the confusion as we are ************************** and we can only help with Items purchased from ************************ or through our catalog directly.The product that you are inquiring about is manufactured by a company called *******************. For further assistance, regarding replacements, manuals,parts, or further questions please visit ? ****************************** or call ************.

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair 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 have a sharper image tabletop fire pit -that became dangerous because the cylinder glass is cracking, because it is discontinued SI will not take responsibility for the defect .

  Business Response

  Date: 07/02/2025

  Thank you for your time. We apologize for any frustration and we are truly sorry to hear the glass on your unit has cracked. I was able to locate your order for the purchase of the item and I show this was placed in 2019 so this is well outside of any return/warranty windows we currently provided. Since the unit was operating and working properly for six years before the crack happened we can presume this would not be a defect and would be more due to time, use, or handling. We are happy to offer you a discount towards the purchase of a new fireplace as we do offer a variety of units, however we cannot authorize a return for this order due to the age and discontinuation of the item. 

• Initial Complaint

  Date:06/02/2025

  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 have attempted to CHAT, but the session would not connect and then call at 9:53am today and spoke with Charity. I asked to cancel Order# ORD521316905 because it has yet to ship and by the time it does it will be too late since I will no longer be here to receive it. She stated that she will submit the request and it will take up to 48 hours to get a response. This is unacceptable. If it ships in the next 49 hours then it will sit at my house for a month. This is an obvious attempt to ship an item and NOT Cancel. I either want them to cancel the order and refund me $131.97 or cancel the shipment for return and credit.

  Business Response

  Date: 06/02/2025

  Thank you for your time and your feedback! We truly apologize for any frustration and we are happy to provide further insight to the shipment of your order. Your order was placed on May 30th and shipped June 1st. Because shipments are not typically made on weekends with our carriers  the shipment will not reflect movement until the following business day, today. We do ask that you allow till the end of the day for the tracking details to update and reflect movement and can assure you this is with *** and this is why Charity was unable to cancel when you called us earlier. You can expect to receive your order in the next 5-7 days in time with the economy shipping applied to the order. Again we truly apologize for any frustration this may have caused. 

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23406325
  
  I am rejecting this response because:
  

  They offer no way to cancel an order once it is received and prior to shipping.  I do not want the product.  Please reverse the shipping and credit my account.

  
  Sincerely,
  
  *** *******

  Business Response

  Date: 06/03/2025

  We are sorry to hear you were unhappy with your experience and we apologize for any frustration the cancellation window may have caused. To ensure the quickest delivery possible for our customers we do have a small window to cancel orders and unfortunately when you reached us to do this your order was outside of that window being shipped already. Your order is due to arrive June 5th and this far into the shipment we cannot guarantee a return to sender request will be successful. I have escalated this to see what we can do about sending the request though. Once the shipment is received back to us a refund will be issued to your method of payment. Please know if this is delivered to you, you will have to return this for a refund to be issued. We are happy to supply the label for this at no cost to you should the return to sender request not be successful. 

• Initial Complaint

  Date:05/06/2025

  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.

  Sharper Image has refused to issue the funds in my store credit/gift card from returned merchandise to my original payment or as a check.I purchased an alarm clock on 10/31/2023 for which I paid $63.99 not including shipping and tax.I returned the item within their extended holiday return period, and they confirmed receipt of the merchandise, but my refund was still issued as a store credit gift card. The gift card "refund" was issued 1/11/2024 for $68.05, #****************. The refund should have been issued to my original form of payment at that ********, upon request by phone 5/1/2024, Sharper Image will neither refund the amount to my original form of payment, nor will they issue a check to me for the gift card amount.I have not made any further purchases from this company, and I certainly will not do so going forward.I am requesting the amount of the gift card be issued to me as a check.

  Business Response

  Date: 05/06/2025

  We appreciate you reaching out and understand your frustration. Typically, we're unable to offer refunds for orders past our return window, and your order from October 2023 is outside that period. That's why, when you contacted us on May 1st 2025, you were informed a refund to your original payment method couldn't be issued. We want to make things right, though. I've spoken with management about this, and as a special exception, they've approved a refund via check for you! To get the check sent to the correct address, please give us a call at *************, and our team will be happy to help you with the details.
  

  Customer Answer

  Date: 05/06/2025

   
  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.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:03/26/2025

  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.

  Paid money for a printer made by this company Sharper Image. It is a smarrphone photo printer. The app does not work, try to contact Sharper Image no response. The printer is useless if the app isnt working. So many errors and no resolution. Check out the reviews on the ****** play store. This company needs to be held accountable and do better. Fix the app so our money spent isnt a waste. The customer service is horrible at best.

  Business Response

  Date: 03/26/2025

  Thank you for your feedback. I am sorry to hear you are having trouble with the app for our Smartphone photo printer! This is something we will escalate to management immediately to ensure this is reviewed and fixed! I was not able to locate your order for the purchase of this printer and we would like to ensure as much detail as possible is provided to our team to ensure this is fixed, are you able to provide your order number to us? We can be reached via email at ****************************************** if you are unable to reach us by phone at *************. We look forward to ensuring this is corrected immediately! 

• Initial Complaint

  Date:02/11/2025

  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.

  Order number ORD517964564 - purchased a vacuum broom for my parents in August 2024. They've used it less than 10 times and in January 2025 it stopped working. Oddly, Sharper Image requires that the broken item be sent back before they send a replacement. My parents threw away the box. It's ridiculous that they should have to FIND A BOX that fits a BROOM as opposed to being able to send the broken device back in the replacement box. I even offered to have them charge me for the replacement if they broken one isn't sent back! They won't budge. Unfortunately my parents live in another state (almost 1000 miles away). This was a complete waste of money and a super irritating experience. I absolutely do NOT recommend Sharper Image and will never purchase from them again!

  Business Response

  Date: 02/12/2025

  Thank you for your time and your feedback. We apologize for any frustration our return policy may have caused. At this time the item will need to be returned to us before we can process the return. You may use any box you have or can locate that the item will fit in and if you are unable to locate a box we do advise purchasing one from a local shipping supply store or with ***** directly. If you would prefer we can have the return set up for a full refund and you can place a new order for the unit and when that arrives the box it arrives in can be used to send back the defective item for a full refund. Please give us a call at ************* to speak with a specialist further. 

  Customer Answer

  Date: 02/12/2025

  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:
  
  My parents have mobility issues - thus the reason why I gifted them a vacuum broom as a gift.  Asking them to go find and PAY for a box out of pocket to fit an oddly shaped broom is not a helpful or acceptable response.  This device was purchased brand new and has stopped working after less than 10 uses and less than 6 months.  After reading the reviews, less than 64% of consumers who purchased this device actually recommend it, so it is likely that the issues will continue.  I want a full refund for this item and if they do manage to get it back to you, it may be in several pieces to make it fit the box.  The only thing worse than the broom not working is the way this is being handled by your customer service department.
  
  Regards,
  
  ******* *******

  Business Response

  Date: 02/12/2025

  We apologize for any frustration. At this time we do not provide return box's and we cannot release a replacement unless we at least see that the return is on its way back to us. Your return for a replacement has been cancelled and a return for a full refund has been set up. Please know, for this refund to be issued you will have to send the item back. 

  Customer Answer

  Date: 02/17/2025

  [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

  Date:02/01/2025

  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.

  On 1/31/25 I had about $30 of cashback credit which was expiring so I found an item to purchase.First, the checkout process was confusing - what with the 20% off promotion happening (wonder20), the complimentary $25 gift card, the shipping cost and rebate offered (future cashback)... the total cost listed was inaccurate because it included the future "cashback".The "shipping rebate" / "cashback" is false advertising because it's touted as a credit you can use on a future purchase - but it's actually a promo code for a future purchase and you can't use multiple promo codes, This is NOT cashback, and it's NOT a rebate.After the confusing checkout process I submitted the order - but came to find out that my $30 cashback was not applied. It had applied the 20% off (only $12) but not the $***** order confirmation email is from 5:55pm. After dealing with stuff, looking up customer support (the chat service was closed), I called ************ at 6:24pm. I was on hold for 10 minutes before speaking with someone. (the whole call was 24 minutes) I explained what happened and they said you cannot apply multiple promo codes. I said my $30 cashback was expiring. They said the order was already placed. Basically not being helpful or understanding. I said cancel the order then, and they said sorry, it's past the window of time to cancel, which was 35 minutes. (It had been about 38 minutes since the time of my confirmation email.) I said I was on hold for ten minutes. Still NO helpfulness, understanding or common courtesy.They said what they could do is apply the amount of the shipping (about $22) as a credit to my card - as if that was being generous... but that's taking a discount I was already receiving (in the form of future rebate) and giving me a credit. I said will I still get the cashback and they said no.I asked to speak with their superior and after another 5-10 minutes on hold they said a supervisor was not available... and they would say the same thing.

  Business Response

  Date: 02/03/2025

  Thank you for your time. We apologize for any frustration this may have caused. At this time only one code may be used per order so we cannot combine the cash back with the current savings on file with your order. We are happy to have the savings difference refunded to you to reflect the better savings or we can have your cash back reinstated so you may use it still but on a different order. Please give us a call at ************* to speak with a specialist further regarding your decision! We look forward to assisting you!  

• Initial Complaint

  Date:01/31/2025

  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.

  I purchased the Cervical Pain Relief Device in January 2025. The description didn't mention that it was a personal care item and that it was non-refundable. I put the device on and after having it on for one minute, without inflating it, I felt trapped and stuck and couldn't move. It was too big of an item for my neck and face. I went to get a return label on the website and after the entire process of filling out a return request, it told me this item was non-refundable. When I purchased this item, it said I had 60 days to return it. After some research on the site, it states personal care items are non-refundable. To me, this is not a personal care item, and it should had been under the description of the product stating it was non-refundable. It cost me $115. I would be happy with a store credit, but I am a bit unhappy with the company for not disclosing this information within the description. I want to return this item as I can't use it, and I would settle for a store credit. I was very disappointed that it felt the way it did, because I really wanted it to work out.

  Business Response

  Date: 02/03/2025

  I apologize this item will not work out for you and I am so happy to help with your request.Please note a ***** label will be emailed to you momentarily. If you do not see the email in your inbox, please check your spam junk 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 and we can mail a return label to you.
  Once the item is received back at our return warehouse, you will receive your refund back to the original method of payment within 5-7 days.  

  Customer Answer

  Date: 02/03/2025

  [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

  Date:01/21/2025

  Type:Billing 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.

  Back in December 2024, I ordered an item from them from their catalog and it was almost Christmas when I received the item. It was the wrong item. I told them and sent it back and now they are going to send me the correct item. I have already paid the full catalog price. Now they want to charge $23.76 extra because there is a new price on it. This is just to get the correct item. They admit they sent me the wrong item but I had to pay more for it than the original price. I want a credit for the extra $23.76 I paid on the item I originally ordered.

  Business Response

  Date: 01/22/2025

  Thank you for reaching out ******! I have pulled your order and after review I show you purchased the Professional Weather Station. We received a call from you on 12/26/24 and it was noted that you stated you ordered the incorrect item and intended to purchase the  Cordless Deep Tissue Massage Gun. The item shipped to you was the item purchased on the order, the Professional Weather Station. The item you applied to this order is not the same cost as the item you wanted to purchase. The item you purchased was $103.99. The item you meant to purchase is $130.89 , so we cannot refund you the additional charge.