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

  680 Davis St San Francisco, CA 94111-1904

• 

  Sharper Image Corp

  5175 Westheimer Suite 2430 Houston, TX 77056

• 

  Sharper Image

  532 Market St San Francisco, CA 94104-4401

• 

  Sharper Image

  2004 Chesterfield Mall Chesterfield, MO 63017-4827

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: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. 
  

• Initial Complaint

  Date:12/25/2024

  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 travel mirror on 12/11/24. On 12/17 I received a package from Sharper Image that included an accurate packing slip but instead of a mirror it contained a pair of gel socks. After 2 online chats ( I got no answer to an email and after 2 attempts at phone conversations that were never answered) I was provided a return label and a refund estimate of $47.88 after my return is received back at Sharper Image. After providing me no service or product I am expected to pay Sharper Image $35.90 for mistakenly shipping me a product I did not ask for.

  Business Response

  Date: 01/06/2025

  Thank you for your time! After review of your order I show the agent who assisted with your return did sent notice to our financial department to ensure the shipping fees were refunded upon receipt of the return. After checking your return tracking I show this still has not been delivered yet. Once this is received you will see a refund for the return issued and then another refund for the shipping fees issued. Please know refunds may take 5-7 days to reflect once issues, depending on your financial institution. 

  Customer Answer

  Date: 01/15/2025

  [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 received a refund on 1/9 for $47.88. This does not include the $35.90 shipping charge refund I requested and that they recently informed me and you would be included in my refund. This is the exact ploy they used when I was communicating with their **** originally, telling me to trust them, they'll take care of it . Very disappointing. Please let me know if there is anything else I can do to recover my loss.  Thanks again, **** *******
  
  Regards,
  
  **** *******

  Business Response

  Date: 01/15/2025

  Thank you for reaching out! After review of your order I show $47.88 was issued upon receipt of the return and on 1/13/25 a shipping refund of $15.95 was issued as well. This gives you a refund total of $63.83.The remaining $19.95 is due to the return shipping fee deducted from your return label. Notice to ensure this is refunded as well to reflect a full refund as a one time courtesy has been submitted. Please allow 5-7 days for this to reflect depending on your financial institution. 
  

  Customer Answer

  Date: 01/15/2025

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

  Customer Answer

  Date: 01/17/2025

  [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:12/20/2024

  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.

  I ordered a specific item (Monster Vision) online. When I received the item, it was a different product (Alien Vision). Although they are similar products, it is not the item listed online and not the item I wanted. I called the company, was told they would send the correct item right away and provided a shipping label to return the incorrect item. A few days go by, I dont receive any communication from the company on when the new item will be delivered. I called again, this time I was told I need to ship the incorrect item before they will send me the correct item. I was not happy with this but complied because the person I spoke with guaranteed Id receive the new item by Christmas (4 business days away at this point). I confirmed with her several times that as soon as they had a tracking number for the item to come back to them, theyd send me the correct item. I sent the wrong item back to them the next day, called immediately to provide the tracking number and ensure the correct item would be shipped out to me the same day. Now Im being told they have to receive the incorrect item back to the warehouse before they will send me the correct item. Completely unacceptable. At this point, I have been told 3 different things and now its 2 business days from Christmas. Highly disappointed in this company. I would like the correct item to be sent to me ASAP with expedited shipping.

  Business Response

  Date: 12/20/2024

  Thank you for your feedback. We truly apologize for any frustration. After review of your order I show management did release that replacement for you today. Tracking will be sent via email shortly and I can assure you we will do everything in our power to provide what was promised with delivery in time for the holiday. 

  Customer Answer

  Date: 12/20/2024

  [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 still have not received any email or any other written confirmation that the correct item was shipped. I was promised a tracking number for the item (via phone) and I have not received it therefore I cannot believe it was done as they claim.
  
  Regards,
  
  ******* ****

  Business Response

  Date: 12/20/2024

  The replacement in question was released today. Tracking will be sent via email shortly and I can assure you we will do everything in our power to provide what was promised with delivery in time for the holiday. Please know tracking may take 24 hours since this was just released today. 

  Customer Answer

  Date: 12/28/2024

  [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 did receive a tracking number via text message. Tracking originally indicated the item would be here on 12/27. It is 12/28 and still no package. Furthermore, I have received 2 promotional emails from sharper image before 12/25 (the date I was requesting the package be delivered by) stating that there is still time to order for Christmas delivery. Why can a new customer order and have their items delivered by 12/25 but I cannot. I believe they should have shipped my item with expedited shipping since this could have all been avoided had they followed through on their first 2 promises.
  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:12/16/2024

  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.

  I purchased two products from Sharper image on November 16 for $297.64. One product was defective (would not charge) and other was not as described. When returning them I was first told I would have to pay return shipping and asked to speak to a manager because I should not have to pay for that for a defective or product described wrong. I spoke with the manager Prince and he promised that the return shipping fee would be returned once received. I have had to call four times and still they have not refunded the total amount. They still owe me $49.95.

  Business Response

  Date: 12/17/2024

  Thank you for your feedback! We are sorry to hear you did not receive your full refund. After review of your order I show you paid $297.64. On December third we refunded you $103.88 and $144.31 brining your refund total to $248.19. The remaining balance due of $49.45 will be refunded to your method of payment today. We ask that you allow 5-7 days for this to reflect depending on your financial institution! Web apologize for and frustration or inconvenience this may have caused. 
  

  Customer Answer

  Date: 12/17/2024

  [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. I also would like to add that the ******* I spoke to yesterday on my fourth time having a call on this incident was very rude and told me that he was not going to help me even though I explained everything to him and it was written right in my notes that the first ******* I spoke to told me I would be getting a full refund. He told me I was misinformed and there was nothing he would do about it. His name was **** and his ID was 1995. I even told him I was going to be calling the better Business bureau as well as my credit card company and he did not care one bit. I sure hope you talk to him. Thank you it's a shame that I have had to spend so many hours trying to straighten this out.

  Regards,

  ***** ***** Spring

• Initial Complaint

  Date:11/22/2024

  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 11/12/24 I ordered a CD player online satisfied that Id receive it by the time I needed it. They sent me a cassette tape I didnt order & no CD player. After 11 emails with them harassing me, Ive had enough. I told them to just charge me for cassette & refund the CD player money they charged me for. . They are trying to FORCE me to pack up & return cassette I didnt order before they will refund for the CD player. They really want to send CD player that I told them I dont need anymore as I needed it by the date they said Id receive it.

  Business Response

  Date: 11/25/2024

  Thank you for your time and I apologize for any frustration this experience may have caused you. Please know we are not trying to force you to do anything as we just do not want you to keep or be charged for something you did not order and will not use. I show your request to be charged for the incorrect item and refunded for the CD player was submitted order the weekend and will be reviewed by management. I have escalated this further to ensure this is addressed today. 

  Customer Answer

  Date: 11/25/2024

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

  Customer Answer

  Date: 11/26/2024

  [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:11/02/2024

  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 1 handheld face and chin fat freeze device from **********************. When I received it in the mail, there were 2. I looked at the receipt that came in the box and it said I ordered 1. I called the company and explained that it was their error, not mine. The lady on the phone admitted that, yes, I only ordered 1. I said I want to send this back and I want a full refund of the 2nd device, I said this is Sharper Images mistake. She agreed and said that I wouldnt have to pay any of it. When I received my refund on my credit card it was only half of the amount. This is ludicrous! I believe that they purposely do this and only refund customer half of the price of the 2nd item that they did not purchase! I dont care how much I might want something that I could only get thru them, I will NEVER, ever, ever order anything from them again! I hope they are able to read this complaint because I am furious! Sharper Image I am telling everyone how you treat your customers!

  Business Response

  Date: 11/04/2024

  Thank you for your time! We apologize for any confusion as we do have two orders on file for you indicating a duplicate order was placed at the time of purchase. There is return shipping for duplicate orders and I do show this was also refunded to you. This was issued as of 10/10/2024. This gives you a refund total of $67.51. Due to the reason for return the original shipping fee is not refunded along with the tax tied to that shipping fee. At this time as a one time courtesy only we will have the original shipping and tax tied to the original shipping fee refunded to you. Please allow 5-7 days for this to reflect depending on your financial institution. 

  Customer Answer

  Date: 11/19/2024

  The complaint was that ordered 1 handheld fat firming device and they sent me 2. I spoke with them upon receiving 2 orders and explained I ordered 1. The lady on the phone agreed and said yes we show you ordered 1 . I told her this was not my mistake so therefore I should not be responsible for the shipping fee to send 2nd item back. She said I would not be charged but I was. I am not home to be able to give you exact figures but I believe I was only refunded $47 and that is about half of the price of the device. I have read their response and I do not agree with it whatsoever. They state that I did purchase 2 devices. That is not at all the truth! I will never ever purchase anything from them again. They are fraudulent and I do not do business with companies such as this!!!!. Thank you for your help in this matter. Deedi.

  Business Response

  Date: 11/19/2024

  We apologize for any frustration caused. After review of your order I show a full refund has been issued to you as of 11/4/24. We apologize for any inconvenience or frustration this experience may have caused and this feedback has been escalated to management to ensure the agents who assisted you through this process are properly coached as this is not how we want our customers to feel. We hope you give us a chance to redeem ourselves in the future and we thank you for your business. 

• Initial Complaint

  Date:05/16/2024

  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.

  Purchased an Ionic Comfort Quadra Air Purifier just over 2 yrs ago; went to remove the guts from housing for product recommended cleaning and black handle broke 5/15/2024. Called **************** this morning 5/16/2024, spoke with ***** who stated that the warranty for this expired 1/21/2024. His response was to send a replacement for same with 20% discount which is written on every ************ would include free shipping. This is unacceptable as this item cost $379.99 2 years ago & Sharper Image is NOT standing behind their product. Sharper Image used to have a good reputation many years ago; currently they are POOR with equally POOR customer service. DO NOT purchase this product; it was a very expensive mistake. Sharper Image's recommended resolution above for such an expensive item that is just over 2 years old is unconscionable and unacceptable. They should do the right thing for this customer who has purchased ********************** products in the past and send a replacement including free shipping, gratis. Sharper Image needs to be accountable for products they sell. I can no longer use this $379.99 air purifier due to a handle that spontaneously broke in my hands.Disappointed Customer.

  Business Response

  Date: 05/16/2024

  Hello and thank you for your time. We apologize for any frustration. however the unit in question is only covered for 2 years from the date of purchase and order ORD508268087 is outside of that window. The units have also recently been updated so your exact unit is no longer available for purchase. I was able to bring this matter to managements attention and as a one time courtesy only they have agreed to set up a return for a Sharperimage.com eGift card so you can purchase a new unit! You will be receiving an email from us momentarily. This email will contain your return instructions in the body of the email as well as an attachment with your return label. If, by chance, you do not find this communication in your inbox, please check your spam and or junk folders as I know sometimes emails can filter there. Once the item arrives back to our warehouse, your eGift card will be issued. 

  Customer Answer

  Date: 05/16/2024

  [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:
  There is NO detailing regarding the monetary value of the  "gift card"; their wording is rather evasive and deceptive  they indicate I can "purchase a new unit?????"   A customer who spent $379.99 for a product that abruptly broke with the expectation that the same customer spend additional money to replace the product is incomprehensible   Sharper Image needs to spell out the exact amount of the "gift card" . Need detailed clarity on the "gift card" --> is it for the full cost of a new unit or do I have to pay any money. 

  I expect the least to be done is replacement of the unit with a new one at Sharper Images cost/shipping.   That is the right , honest and respectable thing to do.  Given the enormity of this company the $379.99 is nominal compared with the revenue they generate annually.   I also see many reviews from others regarding the poor quality of Sharper Image products-this is a horror & an expensive one at that.  This issue requires prompt resolution to my satisfaction.  The "warranty" is an excuse as this is a 2 year old product and the handle should NOT have fallen off if the item was made properly & skillfully.
  
  Regards,
  
  ***********************

  Business Response

  Date: 05/16/2024

  We apologize for any frustration and I assure you we are not trying to be evasive. Your return information and eGift card value are included in the return email with your label attached. Your eGift card will be valid for $298.54 as the original shipping fee is not refunded. Please know you paid $279.99 for the item before shipping and tax. We cannot refund your eGift card more then what was paid for the unit. Due to the age of the order we are only able to offer an eGift card. We apologize for any frustration or inconvenience. If you have any other questions regarding SharperImage.com, please call us at *************, Monday through Friday, 9:00am to 6:00pm Eastern Time or email us at *******************************************

  Customer Answer

  Date: 05/16/2024

  [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:
  
  Once again there is an evasive quality to your response.   This E-gift card::: is this for Sharper Image purchases only????? Or is this a **** or Mastercard E card that can be used anyplace???
  
  Regards,
  
  ***********************

  Business Response

  Date: 05/17/2024

  The offer presented is for a Sharperimage.com eGift card. We do not issue **** or Mastercard gift cards at this time. Due to the age of your order and the fact that your item is out of warranty we can only offer you a credit to shop with us. We cannot offer you a refund or a gift card to use elsewhere. We apologize for any inconvenience. 

  Customer Answer

  Date: 05/19/2024

  [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:
  Your offer is unacceptable as I am a senior citizen in her late 60's who is disabled & incapable of  even attempting to  try to find a container to ship, let alone get it to a fed ex or other shipping service. I did not disclose my situation thinking that Sharper Image was a responsible, trusted business, however I have sadly learned differently.    I do not drive and do not have people to help me.  I trusted Sharper Image when purchased this item for my health and am very disappointed regarding your response. I now realize that this was a very poor, expensive purchase on my part for an item that lasted just over 2 years. Your product failed prematurely and that should not be at the expense of a customer.   Being a handicapped elder on a limited income is not easy and your company's insensitivity is quite frankly pathetic.   Again, do the right thing-kindly replace this air purifier. 
  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:05/14/2024

  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.

  I placed an order (ORD517631535) on 5/04/24 and it said free shipping. I got charged shipping and received a cash back coupon for future purchase. I tried to use it with a $25 coupon they sent me. They wouldnt accept both and they want to charge me shipping on the new order after it says free shipping. I dont think they should be able to charge for shipping and tell me free shipping. Why isnt that false advertising? I text the customer service with no help from them. They asked for a phone number (which I gave them) but no return call or anything else.

  Business Response

  Date: 05/15/2024

  Hello and thank you for your time. We apologize for any frustration! At this time our Free shipping with rebate offer will be different from Free shipping. Please know we try to be as transparent about this as possible by advertising this as "Free shipping with rebate." With this offer you are charged a shipping fee. This is added to your order total and should be included in the calculations when calculating your order total. After the order has shipped the shipping is refunded as a Sharper Image cash back rebate for a future order. You will earn a rebate in each qualifying order and after that order ships the shipping is refunded as a cash back coupon for a future order. Cash back cannot be combined with a promotional code or promotional gift card code earned in a previous order but it can be used with other cash back codes. At this time we cannot refund you for the entire cost of order ORD517631535, however as a one time courtesy I have sent notice to have the rebate earned in this order voided and the ground shipping fee refunded to your method of payment directly. Please allow 5-7 days for this to reflect depending on your financial institution. 

  Customer Answer

  Date: 05/23/2024

  [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. I think your business practices are shady at best and you should be more honest with your customers. 

  Regards,

  *********************

• Initial Complaint

  Date:04/23/2024

  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.

  Placed order via phone with Sharper Image, ************. Which goes to person in *****, ******. Order number ORD517599828, I was issued a Gift Card for a prior purchase of $25.00. Sharper Image automatically sends me a catalog my customer ID is *********, also recieved a promotion code LATE2024 for 20% off purchase. I go through my order for Binoculars and use promo, so I tried to use my Gift Card and they would not allow me to use Gift Card stating only one promotion for purchase. It is not a PROMOTION it is a gift card of $25 dollars, no where on this gift card does it say it is a PROMOTION. Gift card # HPK9QLM3C4Z, says Gift Card with picture of a bow on it. I stated this to Rep. she did not except it. Haggled about shipping, got free shipping. Gave my card# purchase ****** w/tax ******. Hung up with Rep, called right back as I was very uncomfortable with the whole ordeal as well as giving my credit card # over phone. Called back as soon as I hung up and told ******** wanted to cancel my order, I was told the order went through, I said I JUST ORDERED IT 5 minutes ago and want to cancel it. She said I had to wait till it is delivered and call back to get a return label from them this means I will not get reimbursed till I receive item sometime in May and not until I send it back and they receive the item? I called right back and canceled the order and they will not take it gave me ************ # which was customer service, I requested ******************** # in ************* and speak to the office directly. That # sent me back to ************ after being on hold for 45minutes while it said my wait time was 10 minutes. Than got the run around again. As I know you have 48 hours to resend/cancel legally and I did this in 5 minutes to cancel order. How is it possible they DO NOT ALLOW ANYONE who orders to cancel an order within 5 minutes? Keep my money ****** for months? Isnt there a guideline/law they have to follow to execute an immediate cancel of order in place?

  Business Response

  Date: 04/24/2024

  Hello and thank you for your time. We apologize for any frustration and I would like to assure you this is not the experience we want for you. Please know on the reverse side of the $25 gift cards earned in previous orders it does state that it is a promotional gift card and that it cannot be combined with any other promotions. This is given complimentary so it will not work the same as a purchased gift card and is considered a promotion. Your feedback regarding this promotion will be escalated to management for any changes that can be made to the verbiage used with this offer. Regarding your cancellation requests. I show the order was placed at 5:23 PM and you called at 6:00 and 6:30 PM requesting to cancel the order. We have a small window for cancellations as orders generally ship within the first 24 hours. Once an order has been accepted it cannot be canceled.  Your order was accepted and is outside of that cancellation window, so we cannot cancel the order as requested. After you have received the order we ask that you give us a call at ************** to speak with a specialist about getting a return label for a full refund. We apologize for any inconvenience. 

• Initial Complaint

  Date:03/18/2024

  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.

  Hello, I am writing to complain about two faulty products that I received as gifts last year. I have received two Sharper Image Calming Heat Sauna wraps as gifts. The first sauna was purchased from kohls.com but was lost in transit so the second sauna was sent due to the shipping issue. The person who purchased the gift eventually received the original sauna months later and also gave this to me. After using the first sauna less than 10 times, this sauna stopped working. The same exact thing happened to the second one today after two uses. My complaint is that it is impossible to get a replacement since the limited 1 year warranty is no longer valid as this was purchased in Jan 2023. I am going to give sharper image an opportunity to replace one of the saunas prior to taking further legal action as sharper Image has been selling a faulty product based on hundreds of other reviews that I have found on the internet. Sharper Imagine should be held accountable to fix these faulty products and/or replace them regardless of the warranty. **************** was of no help.

  Business Response

  Date: 03/19/2024

  Thank you for this information. I apologize for the confusion as we can only help with Items purchased from SharperImage.com or through our catalog. 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 ************.