Business Profile

General Merchandise

Sharper Image

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

117 total complaints in the last 3 years.
28 complaints closed in the last 12 months.

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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:03/04/2024
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 an ionic air purifier on 1-30-2024 with my PayPal account under order *** ********* and had an engineering flaw I returned it but the replacement ( same model ) had the same problem of a loud fan. I sent that one back and they issued a sore credit of ******. I purchased another model air purifier with a wireless headphone which totaled around ***** more than the store credit. That order number was *** ********* . I had to return both of those because of defects. I talked to the customer service rep that sent the return label to just refund everything because I wasn't going to order anything else. They were supposed to refund the ****** and ***** to the original payment method. I only received the ***** credit and the ****** is stalled out. They keep making excuses about computer systems down etc. Can you please help this is no way to treat a customer . Thanks.
Business Response
Date: 03/15/2024
Hello and thank you for your time. After review of your order I show a refund of $263.31 was due for order ORD517336034 and as of 3/6/24 this was issued to your method of payment. If you do not see this reflected we ask that you contact your financial institution for further review.
Initial Complaint
Date:02/28/2024
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.
Sharper image advertised free shipping for an item after a 25 dollar rebate and an included 25 dollar coupon. I purchased the item and awaited a rebate. I received no such thing. The only thing they provided was a coupon for 25 dollars off of a 50 dollar purchase with an expiration date of February 19th. On top of that the "rebate" can only be applied with no other offer. So essentially I have to to spend more money to use this "rebate" without any other promotion.
Business Response
Date: 03/11/2024
Thank you for reaching out! We apologize for any confusion. At this time we are offering, 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. I apologize for any frustration. Your feedback will be sent to management for further review of the promotion offered. Your ground shipping refund of $14.95 has been submitted and will process immediately. Based on your financial institution please know it may take 5-7 days to see the funds available for use.
Initial Complaint
Date:02/13/2024
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.
Summary - Online purchase. December 11, 2023. Order Number is ORD516655520. I made an online purchase of a stair climbing hand truck from Sharper Image with free shipping. I paid a total of $146.53 on my credit card. I returned it in unopened box via Fed Ex. Sharper Image has reimbursed me a total of $122.58. That is $23.95 short of the $146.53 that I paid. The company refuses to refund to me the shortage of $23.95. Thank you for your help in resolving this for me.Further Detail On December 13, 2023, I made an online purchase of a stair climbing hand truck from Sharper Image with "free shipping. A few minutes afterwards, I changed my mind and attempted to cancel the order on the website ******************** The cancelation was not possible: this particular item is not eligible for return. I immediately called ***************** after close to one hour waiting, I was able to speak to a CR representative. Eventually, a CR manager (***) agreed that I should have been able to cancel the order online, and I would not have to pay for return shipping, as is the company's usual policy. He sent me a courtesy Fed Ex return label. I brought the hand truck - in the unopened package - for return shipping. After receiving it, Sharper Image then reimbursed me a total of $122.58. That is $23.95 short of the $146.53 that I paid. After a long series of emails with ***************** they told me with boiler-plate language on the return policy, that I would not be refunded.I paid a total of $146.53. I have been refunded only $122.58. (See the Sharper Image transactions on my credit card below.)Trans. DateDescriptionCategoryAmountView Details12/13/23SHARPERIMAGE*COM ************ MI 42746929CQ0ICY40 Merchandise$146.53 View Details12/30/23SHARPERIMAGE*COM ************ MI 42003899LQ0J2B2Q Payments and Credits-$18.14 View Details01/04/24SHARPERIMAGE*COM ************ MI 49150663SQ0J5YGJ Payments and Credits-$104.44Results Total=$23.95
Business Response
Date: 02/14/2024
Hello and thank you for your time. After review of your return I show due to the reason for return the order does not qualify for a full refund. Please know customers are responsible for return shipping fees and this is deducted from the refund amount directly. We apologize for any frustration this policy may have caused and I assure you we are not refusing to refund you, it is our policy that returns are subject to a return shipping fee. Your feedback regarding this policy has been escalated to management and as a one time courtesy only we will have the return shipping fee refunded to your method of payment. Please allow 5-7 days for this to reflect.
Customer Answer
Date: 02/14/2024
[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:02/12/2024
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 received the Sharper Image Calming Heat Sauna wrap as a gift at the beginning of February ****. After using it one time, it stopped working, despite trying all reset and troubleshooting options I could find. While on ****** researching, I found that most online reviews complained of the same exact thing, the product working 1-2 times and then failing. Sharper Image is knowingly selling a product that an overwhelming number of consumers are complaining of the same failure after 1-2 uses. I dont understand why Sharper Imagine has not pulled his product to fix the known deficiencies. I reached out to customer support with ********************** after the failure and he was able to offer no resolution or assistance.
Business Response
Date: 02/13/2024
Thank you for reaching out *****! I was not able to locate any orders for you with your name, phone number, or email address. 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 ************.
Customer Answer
Date: 02/13/2024
[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:

The product has a known failure when you read consumer reviews on multiple vendor websites to include HSN, Kohls, and Amazon. The product failed after one usage. Why is the product still being sold on third party sites when this is seen as a repeated complaint? Additionally, as relayed this was a gift, so there is no option to return to the store.

Regards,

***************************
Initial Complaint
Date:02/06/2024
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 have previously contacted Sharper Image through BBB since their customer service never responds.I bought an item over the winter holidays. Like many others have complained on BBB, this website was deceptive in order to entice customers to place orders. The website highlighted free shipping and free returns which is why I bought an item (as did others). Although the website highlighted free shipping it was actually a rebate of $25 for a future purchase. The free returns also were not free at all!! In response to my complaint, I was told they would waive the return shipping and fees. I sent the item back. My total cost was $277 which included shipping. They refunded me $209 and then another $34. Yet it still doesnt add up to the $277 I originally paid! There shouldve been no subtractions since I paid for shipping and they said they would waive the return shipping and fees! Makes no sense why I wasnt reimbursed for the total amount. This is the 3rd time I have had to go through BBB to get any kind of response. I also saw that others who complained on BBB about the deceptive free shipping were refunded. They refuse to refund my shipping fee as well.This is quite upsetting that I have to keep taking time to file BBB complaints to get my full refund!! And at this point, they need to refund my full amount as well as the original shipping. Otherwise, I may need to file a small claims case.
Business Response
Date: 02/07/2024
Hello ***** and thank you for your time! I am sorry to hear your have not received the remaining $33.98. I have sent notice to our financial department to ensure this is resolved today. Please allow a full 5-7 days for the $33.98 to reflect depending on your financial institution.
Customer Answer
Date: 02/08/2024
[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:

Although I have now received a full refund for the item I returned, it took 3 BBB complaints to resolve this matter. This is ridiculous and has been time consuming and stressful. And you clearly stated I wouldnt have to pay the return shipping and fees but that was not done at the time of the return. Maybe others wouldnt have noticed but you complete failed to follow the terms agreed upon.
I clearly see complaints here on the BBB website that others who also felt duped with the deceptive free shipping highlighted on the website and their original shipping was refunded. Between seeing that and the multiple complaints I had to file get a full return, I expect to receive that refund as well in the amount of $30. Its the least you can do considering how much work I had to do to get my full refund as promised when I already have a lot on my plate and this has became stressful and time consuming.

Regards,

***** Block
Initial Complaint
Date:01/27/2024
Type:Sales and Advertising 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.
During the holidays, Sharper Image highlighted on their website "Free Shipping." Apparently there was another part that was not as highlighted saying free shipping actually meant $25 credit for next purchase. This very deceptive since terms for the free shipping was not highlighted in same way. If it had been the same, I may not have bought the item.The website also said free returns. Again, this is deceptive. You actually have to pay for shipping and "other fees" which is deducted from the refund. I definitely would not have purchased this item if I would have to pay for return shipping/fees as well as my original shipping. I tried contacting customer service via email and never received a response. I filed a complaint through BBB and Sharper Image responded letting me know they would waive return shipping/fees. They sent me a shipping label and I sent it back. Only my refund should have been the full amount $277 but was only refunded for $209. The $277 included shipping fee (which I should not have paid for) and taxes. The $209 means $68 was deducted from my refund? For what? It was already agreed I wouldn't be deducted for any additional shipping/fees. Again, I sent an email to Sharper Image customer service. 3 days later and still no response.
Business Response
Date: 01/29/2024
Hello and thank you for your time. After review of your order I show a refund of $209.32 was issued as well as a refund of $33.99 for your return shipping fee. The remaining funds are from your original shipping fee that is not refunded. Your return shipping fee was refunded on 1/25/24, we ask that you allow 5-7 days for this to reflect depending on your financial institution.
Customer Answer
Date: 01/29/2024
[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,

M Block
Customer Answer
Date: 01/29/2024
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 original payment already contained the shipping charge to send the item to me, as the initial shipping fee was charged at time of purchase with a rebate for a future purchase. And if return shipping and fees were to be refunded as well (per your offer), I should have received credit for the full amount paid .

At this point, your responses and follow up is not acceptable. I also see here on BBB that some customers received credit for the initial fee after their complaints about the deceptive free shipping terms. Clearly, I am not the only one who found your shipping offers were deceptive. Without the offer of shipping and free returns, I would never have made the purchase. Your terms are completely deceptive.

I should have received the full amount charged at purchase time and I should receive a refund for the shipping charges to me especially since your customer service never responded to my initial complaint as well as my follow issue with the return amount. To have to file with the BBB for this to be addressed is beyond ridiculous.

At this point, why should I and friends and family ever purchase anything from you again?!
Initial Complaint
Date:01/24/2024
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 have a credit to me that has not been credited to me yet. I got one email ago about a year ago and Ive been trying to collect. I was supposed to get a reference number with a second email within one or two days and theyve never sent me the second email to confirm my credit. I do have an email of the first Acknowledgment that I did have a credit coming to me. Every time I speak to someone which has been about four times they said a supervisor will call me, but they never do
Business Response
Date: 01/25/2024
Hello and thank you for your time. I do apologize, however I am unable to locate the order you are inquiring about at this time. I have sent your contact information to management to ensure someone contacts you immediately about this to get further information. Please allow 24 hours for contact to be made. We look forward to making this right!
Initial Complaint
Date:01/15/2024
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 an "LED Digital Calendar Clock: Plugs into an AC outlet" on Dec. 3, 2023 by phoning the ***** number listed in the catalogue Sharper Image sent to my house. The Agent who took my order (bank debit card) promised me Free Shipping because my order was above a certain amount. When I got my bank statement, I saw that they charged me $16.95 shipping. The clock arrived Dec, 13, 2023 and it had no outlet to plug it into my AC outlet. It didn't take batteries. No way to get it to work. I called the ***** number and they said "return it" and sent a Free Return Shipping Label. I returned it immediately, same day, on Dec. 13. Then they kept another $16.95 to return it, and only refunded me $91.28. They still owe me $33.90.
Business Response
Date: 01/16/2024
Hello and thank you for your time! At this time I show the $33.90 was refunded to you on 1/3/24. Refunds may take 5-7 days to reflect depending on your financial institution. If you do not see this additional refund reflected we ask that you contact your financial institution for further review.
Customer Answer
Date: 01/16/2024
[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:01/10/2024
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 through Sharper Image's catalog at approximately the end of Nov. I never received an order confirmation, and when I called Sharper Image on Dec. 6, I was informed that they had no record of my order and could do nothing about canceling. I needed to get the same product from a different company since no one at sharper image could see I placed an order. I never received any communication for an order or for a shipping notice, so in order to ensure I had the product of that type by Christmas, I placed an order with a different company on Dec 6th. The following day, the day after Sharper Image told me there was no order in their system, I received the Sharper Image product! I had already placed the alternate order and had lost faith in Sharper Image, so needed to return the product. Just to note that the product packaging had an order #ORD516405264. The cost of the product from Sharper Image was ****** plus tax and shipping. When I called Shaper Image to start a return I was instructed to do so online. I did this and found that they were going to reimburse me for the product but NOT the shipping charge of 18 $! I called Sharper Image back and discussed this with them. I felt that it was extremely unfair for me to pay the shipping on the return when it was Sharper Images' mistake! The representative told me she was sorry, but there was probably a glitch in the system when i ordered it so that is why they had originally told me they had no record of my order. I told her I had no communication whatsoever from them--not an order nor a shipping notification. I have spent significant amounts of $ over the years buying Sharper Image products, but no longer feel I can do this. I would at least expect them to absorb the return shipping, if nothing else. Thank you for your time in reading this complaint.
Business Response
Date: 01/10/2024
Hello and thank you for your time. We apologize for any frustration this experience may have caused. At this time I have sent notice to ensure the remaining funds are refunded to you. Please allow 5-7 days for this to reflect depending on your financial institution.
Customer Answer
Date: 01/11/2024
[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:01/04/2024
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.
My purchase confirmation is at the end of this message. I ordered the product on December 20, 2023. After ordering I realized I ordered a product I could not use due to a WiFi connection that is not what the product required. I tried to cancel within 15 minutes but that did not work. When I ordered I paid for overnight delivery. They marketed their site on this day as guaranteed delivery in time for christmas, which I see now was false advertising and they knew it had no chance of arriving. I started to worry when the 23rd arrived and still no product. I then received a message that it would not arrive until after Christmas. I tried to cancel the order because if it was not arriving in time to give as a gift then I did not want it. They still would not let me cancel the order. I now want to return it for full refund. I called and emailed several times and it is very hard to get someone to respond. I did talk to a **** ******** yesterday for over *********************************************************** a shipping label. Please note, the email sent to me said i can send it back but they would give me a refund $52 less than what was owed me! Once I got him to confirm, I said I wanted this in email in writing. He said he promised to send but could not do it at that time. I have yet to receive this email. I sent many written messages and no one is responding. In summary, I want them to mail me a shipping lable and I want a full refund. Calculation is: I paid $192.62 and they refunded $39.99 because of their false advertising that it would arrive the next day. This leaves a total of $152.63 left which should be refunded to me. Below is Order Confirmation and Number Thank you for your order.The order is currently being processed and you will receive an Order Confirmation email once processing is complete.Order Number: ORD517054431 If you have any questions, email: ****************************************** Sincerely,Sharper Image ****************
Business Response
Date: 01/05/2024
Hello and thank you for your time! We apologize for any frustration this experience may have caused. At this time I have placed your return label in the ************. Please allow 5-7 days for this to arrive via ***** Upon receipt of the return a full refund of $192.62 will be issued to your method of payment.
Customer Answer
Date: 01/07/2024
I want to emphasize that I called this business several times and on the last call it was over 30 minutes (lost track of the time) and the manager (*******) said he was sending me an email to confirm I would get a full refund and they would mail me a shipping label. He said he could not email me while I was on the call. My interpretation is this is a call center and the guy knew I would never get the same person when I called back so he said whatever to get me off the phone. The email I received from the company stated they would refund me less than I paid for it (!) then the guy on the phone says, oh that is just computer generated. They should not be automatically generating false information, just like their false advertising about delivery times! They then said they would not refund me the taxes! I said I am being charged for taxes for a product I am not buying then you will sell this same product to another person who will again pay taxes so this product is being double, if not triple, taxed! This is not legal. After pushing this point, he finally said ok I will get full refund, but then we are back to he put nothing in writing! I do not have time to keep calling this company and emailing them every day, which I have been and no one answers. This is horrible customer service and they are a scam.
Customer Answer
Date: 01/07/2024
[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,
*******************

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Sharper Image is NOT a BBB Accredited Business.