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:01/02/2024

  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.

  On December 18, 2023, I tried to order online a Video Camera Bird Feeder as a Xmas present for my brother in ********. I put his name and address into the Ship To form. I paid for it with PayPal. The amount was $173.01. The order did not appear to go through so I tried again. Eventually I received an email from Sharper Image confirming the order for ORD*********. However it showed the item being shipped to me, not my brother. I called **************** and tried to cancel the order but was told that it was too late. I was told I would have to return it when it arrived. I was also told that there was another order for the same item ORD516982190. When I checked PayPal, this order was $136.70, almost $36 less for the same item. I never received an email from Sharper Image confirming this second order. I called back and asked the customer service rep to change the Ship To address from this second order from my home to my brothers. She said she would do that. However, on December 21, 2023, I received two video camera bird feeders in the same box. I called customer service again and was sent the return labels for both orders and found that I was being charged $23.95 return shipping fees for each. In addition, based on the Total Estimated Refund for *** ********* ($129.04) I have been charged an additional $20 for the video camera bird feeder. I returned *** ********* via ***** on December 21, 2023. I have decided to keep ORD516982190 .There is obviously a problem with Sharper Image's online ordering website. I have never had a problem with other vendors when ordering online, paying with PayPal and having the item shipped to a different address. And I dont understand why the cost of both orders was different. I have received the $129.04 refund for the first item to my Paypal account. But I would like fees and shipping waived. Which should be an additional $43.97 refunded amount. I have emailed this to **************** but have received no response.

  Business Response

  Date: 01/03/2024

  Hello and thank you for your time! I truly apologize for any frustration or inconvenience caused. At this time when paying via PayPal the shipping address is pulled directly from your PayPal account so that appears to have overrode the address you manually applied. Please know this is not the experience we want for you and I will have the return shipping fee for order ORD516979693 refunded to you today, please allow 5-7 days for this to reflect depending on your financial institution. I have reviewed your orders and I show that different discounts were applied to each so this is what caused the order totals to differ. Again we apologize for any frustration or inconvenience this experience may have caused. 

  Customer Answer

  Date: 01/03/2024

  [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:12/31/2023

  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 purchased an item online for Christmas on 12/2/2023. I received an email stating: We have received your order and are processing it now. Is this a gift or something for yourself? Either way, your order details are below, and you will receive another email within 24 hours containing tracking information.However, I did not receive an email with tracking information. I called on 12/23 to cancel the order since it had not been shipped and would be late for Christmas. Also, no information had been provided on when I would receive my order. I was told by Blue a customer service rep that "I should" receive shipping information the week of 12/24 and that I could not cancel the order because there was a confirmed shipping date. I waited until 12/30 to give Sharper Image the benefit of the doubt and I did not receive any updates on my order. I called again on 12/30 and asked to have the order cancelled and refunded and was told no they couldn't cancel but that the order "should" be shipped on 1/8. The rep also lied and stated that they had sent me emails about shipping updates. However, the only emails I received was about buying more items from them. Since this was a Christmas gift I made it clear that this was unacceptable and that I want a refund. However, I was once again told no that I could not get a refund. After repeated requests to speak to a manager and being told that a manager or supervisor was not on the floor I told ****** the customer rep that I would not hang up until I talked to a manger or supervisor he then finally connected me with ****** who said she would process my refund. The customer service is horrible and their mission is to ship products when they want to to in hopes that you will simply accept them even if beyond your special event date. This was my first time ordering from this company and the experience was horrible. Now I have to wait and see if I really do get a refund. I want a full refund and do not want the product.

  Business Response

  Date: 01/02/2024

  Hello and thank you for your time. I am truly sorry to hear of this experience and I would like to assure ************** will be addressing the agents who assisted you to ensure this does not happen again. I was able to locate and review your order and I show due to a backorder delay shipping has not happened with this order. Notice to have this canceled has been submitted. Please know we do not charge your method of payment until the order ships. You will see a pending charge on your account and this will fall off in the next 48 hours. Please allow 24 hours for email confirmation of the cancelation to be sent. 

• Initial Complaint

  Date:12/28/2023

  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.

  Tried to cancel order 5 min later and would not allow me to do so. Free shipping is deceptive. Most companies apply free shipping when placing order Free returns is NOT free. Have to pay for shipping? And other fees?! Very deceptive

  Business Response

  Date: 12/28/2023

  Hello and thank you for your time. We apologize for any frustration. At this time we are offering "free shipping with rebate" this is different from just "free shipping." 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 am sorry to hear you wish to return your order and due to the reason for return there is a return shipping fee deducted from the refund amount directly. As a one time courtesy this will be refunded as well. 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 refunds will be issued. 

• Initial Complaint

  Date:12/20/2023

  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.

  Ordered Dec 19th 2023 a Laptop and Tablet Tray with Built-In Charger by Sharper Image 204819-01. Used promo code 12DAYS which gave me 20% off and free shipping before Christmas or so the webpage stated. I checked out witnessed the total 20% off as well at ****** for shipping. All was good. Then I got a email stating thank you for the order, with the shipping charges applied. That is false advertising and now the order will not arrive until the 27th even though when I placed the order the order stated it was free shipping and arrival date the 23rd. I called and explained to the customer service representative that is was false advertising she hung up on me. All I wanted was to get my free shipping and arrive on time. I would like a full refund please.

  Business Response

  Date: 12/21/2023

  Hello and thank you for your time. I am truly sorry to hear of this experience. Please know that since your order has shipped at this time we cannot offer a refund for the order at this time. Please know this is not the experience we want for you and your feedback regarding your shipping rebate offer has been sent to management for further review of the offer. I have sent notice to have that rebate voided and the shipping fee refunded to your method of payment. Please allow 5-7 days for this to reflect depending on your financial institution. Please know we are doing all we can to work with *** to ensure a timely delivery. We do advise checking your tracking periodically for updates!

  Customer Answer

  Date: 12/31/2023

  Thank you. Will wait and see if Sharper Image actually refunds the shipping cost. 

• Initial Complaint

  Date:12/17/2023

  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 placed an order with Sharper Image on 12/3 at 8:00pm. I sent an email to their customer service department to cancel the order at 8:11 pm on 12/3. I received an email from the company on 12/7 stating that the item had shipped. I called the company on 12/7 and informed them that the order was canceled. I was told that I would receive a full refund once the items were returned including shipping. The company did not reimburse me the shipping cost.

  Business Response

  Date: 12/18/2023

  Hello and thank you for your time. After review of your order I show a shipping refund of $22.95 was issued 12/15/23. We ask that you allow 5-7 days for the refunds to reflect if you do not see them when issued, depending on your financial institution. We thank you for your patience. 

• Initial Complaint

  Date:12/14/2023

  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 bought 2 massage pads, returned them after ****************************************

  Business Response

  Date: 12/18/2023

  Hello and thank you for your time. After review of your order I show your return has not been confirmed. To best assist you we will need the tracking number associated with the label used to send this back. Please give us a call at ************** to provide a specialist with your return tracking to ensure a refund is issued!

  Customer Answer

  Date: 12/26/2023

  [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.

   

  I WAS ABLE to PROVIDE DELIVERY CONFIRMATION.
  
  Regards,
  
  *******************************

  Business Response

  Date: 01/26/2024

  I am happy to hear you have the delivery details. We are happy to view this further. Please provide the requested return details so this can be reviewed and your refund can be issued. We are happy to assist you by phone as well at ************** if you'd prefer! 

• Initial Complaint

  Date:12/12/2023

  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 purchased a heating pad that is defective. It doesn't heat up. When I went to the website to start my return, I was told that the item is not returnable. Moreover, I paid for overnight delivery and received my package four days later. Order Number is ORD516160416 Order date 11/30/23 Infrared Heating Pad by Sharper Image 1 $149.99 $149.99 Subtotal $119.99 Discount -$30.00 Shipping $34.95 Tax $9.68 Total $164.62 Cash Back Earned $34.95

  Business Response

  Date: 12/13/2023

  Hello and thank you for your time. I am truly sorry to hear you did not get your order in time and that it arrived defective! Please know this is not the experience we want for you. Your shipping fee was refunded on 12/7/23, please allow 5-7 days for this to reflect depending on your financial institution. I do not wish to put you through the hassle of returning a defective product so please discard of the item as you wish. I have submitted the request to have your full refund issue back to your method of payment. Please allow 5-7 days for your refund to reflect as well. 

  Customer Answer

  Date: 12/13/2023

  [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:12/09/2023

  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 was shipped the wrong item, when I contacted customer service I was told I would receive $36 refund as I would have to pay shipping to return the wrong item, it was their mistake. I would like a full refund of $76.26 as I was shipped the wrong item.

  Business Response

  Date: 12/11/2023

  Hello and thank you for your time. I am truly sorry to hear you received the wrong item and you are not getting a full refund for this. This is not the experience we want for you and upon receipt of the return I assure you a full refund will be issued to your method of payment. We apologize for any inconvenience or frustration this may have caused. 

  Customer Answer

  Date: 12/11/2023

  I would like confirmation from Sharper Image that they will cover the shipping cost for me to return the wrong item to them.  I don't feel it is my responsibility to cover the return shipping cost.  I would also like in writing confirmation that they will return the complete cost in full of $76.26 to my account.

  Business Response

  Date: 12/18/2023

  Hello and thank you for your time. At this time I would like to assure you a full refund will be issued upon receipt of the return. We will have to receive the item back before we can issue these refunds though. Please proceed with your return and upon receipt a full refund will be issued to your method of payment. 

  Customer Answer

  Date: 01/10/2024

  Sharper Image has received the returned product as of email dated December 20,2023 which I had to pay $17.64 to return wrong item that was shipped to me.  They offered me a gift certificate in the amount of $60.19 that I do not want , I want the money back to my original method of payment which they stated in an email dated December 11, 2023

• Initial Complaint

  Date:12/06/2023

  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 discovered I was charged more for my order than was shown on the receipt of the original order. I want my order cancelled ASAP, as this is misadvertising. This is deceptive business practices, and I am extremely disappointed in Sharper Image.

  Business Response

  Date: 12/07/2023

  Hello and thank you for your time. We apologize for any frustration. At this time orders are subject to a shipping and tax fee on top of the cost of the item so your order total will be more then just the cost of the item. 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 have reviewed your order and I see this is outside of our cancellation window so I am unable to cancel. If you would like to keep the order we are happy to have the shipping rebate voided and the ground shipping costs refunded to your method of payment directly. 

  Customer Answer

  Date: 12/07/2023

  [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:12/01/2023

  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 item from Sharperimage, then I needed to return the pos. I proceeded with a live chat to get a return started, I was given a return label however the amount for the refund is only $60.72, they are charging me another shipping charge which is way high as well as less than i paid for the item. They want to give credit on account and when they say free shipping i'm still charged for shipping, but the credit is given on an account basis. its deceptive and a rip off. I want my money back that i paid! I have ordered several things and have shipping credit! they need to adjust this asf well as the amount that i actually paid for the item. they do switch and bait with people's money and are deceitful.

  Business Response

  Date: 12/04/2023

  Hello and thank you for your time! We apologize for any frustration. Please know the Cash back shipping rebate is not issued on an account basis, it is issued via email after the order it is earned in has shipped. I am truly sorry to hear you are not happy with this promotional offer and as a one time courtesy we will have that rebate voided and the ground shipping fee refunded to your method of payment. We will also have your return shipping fee refunded as an additional curtesy for any frustration our return policy may have caused. Once the return is recieved your refunds will be issued. We ask that you allow 5-7 days for your refunds to reflect after they are issued depending on your financial institution.