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 has 15 locations, listed below.

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• 

  Sharper Image

  40230 Grand River Ave. Novi, MI 48375-2116

• 

  The Sharper Image

  16710 Birkdale Commons Pkwy Ste C Huntersville, NC 28078-4459

• 

  Sharper Image

  2855 Stevens Creek Blvd #1009 #1009 Santa Clara, CA 95050

• 

  Sharper Image

  313 Fashion Valley Mall #313 San Diego, CA 92108

• 

  Sharper Image

  16710 Birkdale Cmns Pkwy Huntersville, NC 28078-4405

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:11/23/2023

  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 ordered this product from Sharper Image because I am 71 years old and have hip pain, and thought it would work. It arrived defective so when I tried to get the company to refund my money they said it was a self-care item and they would not refund my money. That was unclear from their advertising, or I would not have ordered it. I am on a fixed income and need to have my money refunded once the defective product is returned. If they refuse, I will have to file a small business claim and also report this to the ************** of the ******************* The product is: Hip Therapy Pain Reliever by Sharper Image206604-01

  Business Response

  Date: 11/24/2023

  Thank you for contacting SharperImage.com regarding your order. I am truly sorry to hear the product you received appears to be defective and not in proper working condition. Please know we are happy to offer a refund for a defective item regardless of it's personal care status.  Please know I have escalated feedback to ensure this does not happen again. Please note a ***** label will be emailed to you within 24 business hours. If you do not see the email in your inbox, please check your spam 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. Once the item is received back to our return warehouse, a full refund will issue to the original method of payment within 5-7 days.

• Initial Complaint

  Date:11/14/2023

  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 then realized the rebate that was offered was for the next order not this one I called immediately called and was on hold for forty minutes when they answered they told me the window to cancel an order was thirty minutes I said I was on hold for forty minutes they said sorry theres nothing they could do.

  Business Response

  Date: 11/14/2023

  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. Your feedback will be sent to management for further review of the promotion offered. Your rebate will be voided and the ground shipping fee will be refunded to your method of payment as a courtesy for any inconvenience. Your ground shipping refund 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. Is there anything else I can assist you with today?

• Initial Complaint

  Date:10/31/2023

  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.

  In May I purchases an "Ultimate Fat Freezer" device that acts as an electric ice pack. Using the product per the directions and with the disposable cloths sent with it, I used the *** and it stopped working after 1 use. I sent it back for a replacement. The replacement was used per directions on my side and it left a 2nd degree burn and a scar now on my right side. I returned it but was told I could not get a refund. I didn't realize I had the option to get a lawyer and *** for damages.I asked for a replacement that would be test before coming to me and that replacement didn't work. I was told a refund was not possible and that I had to accept a store credit so I purchased a completely different product with the refund...which also didn't work so I returned that and tried 1 more time to get an "Ultimate Fat Freezer" that would work. The one that was send left me with 1st degree ***** on my right thigh even though I used it for 30 min and used the disposable cloth. I asked for a refund, called and was hung up on after being on hold...Terrible service. I called again and have emailed and was told over the phone that I my credit card was still on file to refund. Then the woman called back and said that I had to accept a store credit.The final order # is ORD515117859 $150.94 is the amount I want sent to me in a check please. I don't trust Sharper Image products any more and do NOT want a store credit.

  Business Response

  Date: 10/31/2023

  Hello and thank you for your time. I am truly sorry to hear of this experience. Please know this is not how we want our customers to feel and this has been escalated to management to ensure your original method of payment is refunded. Please allow 5-7 days for this to reflect depending on your financial institution. 

  Customer Answer

  Date: 11/01/2023

  [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 if the credit card, the true "original payment method" is used and not a gift card or store credit.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:10/04/2023

  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.

  Sharper image sold me a defective product a vacuum broom it is defective and does not come apart they want me to return it but it does not fit in box I asked them to supply box they refuse I asked to bring to a store they refused They want me to purchase a box for their defective item I asked for a refund and they refuse they are selling defective items and making it impossible to tetirn

  Business Response

  Date: 10/05/2023

  Hello and thank you for your time! We truly apologize for any frustration this return may have caused. At this time we will have to receive the items back for a refund to be issued. Unfortunately we cannot provide return shipping box's at this time. If you do not have a box we do recommend going to your local office supply and shipping supply store, or you could try going to a local bakery as some will give their old box's away if asked. Please know it is not our intention to cause any frustration when doing a return with us, however we are unable to issue a refund unless the item is returned. Once the item is returned a refund will be issued immediately. 

  Customer Answer

  Date: 10/05/2023

  [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 below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]again this item is defective and will not come apart and the company was *** me to pay for a box to return their defective item. Not only do I have any item that does not work and does not come apart they want the consumer to spend money to return. Again since their item is defective they need to,supply the box for return.

  I have spent $ ****s of dollars on line and have never heard of this. Seriously if their item is damaged they should make arrrangements to pick it up. This is a scam. They also offer free shipping and in small letters it says they give you coupon this is false advertising.

  I am more than happy to return item but because it is defective it does not fit in box

  what kind of solution is this that I need to buy a box.

  this criminal I am not removing this complaint unless they figure out a way to pickup their item that is of no cost to me
  
  Regards,
  
  Btenda Wyetzner

  Business Response

  Date: 01/22/2024

  I am sorry to hear the provided solution was not satisfactory. I assure you this is not a scam and we are happy to schedule a pick up if you'd like. You will need to have the item packed up and ready to be sent back for this pick up though. We are unable to provide a return shipping box at this time so you will need to get a box for the return. Upon receipt of the return a full refund will be issued to you for the order. We cannot offer a refund until the item is received back to us. 

• Initial Complaint

  Date:08/19/2023

  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.

  Sharper Image used my email to send daily ads. I do not want or need their products and I do not want their ads in my email. I tried calling them. I followed their advice to email without correction to this problem. Please help

  Business Response

  Date: 08/21/2023

  Hello and thank you for your time! We are sorry to hear you no longer wish to review emails from us and we are happy to remove your email from our notifications list. This has been escalated to management to ensure this is removed immediately. Please allow up to 72 hours for the emails to fully stop. 

• Initial Complaint

  Date:04/23/2023

  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.

  In November 2022, we ordered a hot wax machine for my wife's hands. Order #ORD5096922272. We chose it because of the listing on the web page with a reasonable price. On delivery we found the product not as listed. It had been photo shopped and was not as pictured. The listing said it could be used for feet as well. No way, unless it was a small child's foot. Then there was the scented wax. Not listed as a characteristic. For health reasons no one should be using scented wax. Upon opening, my wife had to scamper into the other room to prevent getting sick. They fraudulently sold the product.It took over a week to get a return label. After contacting Discover they credited the account and said the case was closed. Suddenly Sharper Image provides some documentation and credits the account $66.12. Short $33.90 from the total amount. I have had Discover reopen the dispute. I have emailed and phoned customer service numerous times with no resolution.. I sent a letter to CEO and corporate office and have had no response.I am asking is the other $33.90 be credited to the account that is rightfully mine since the they fraudulently sold the product.Thank you,*****************************

  Business Response

  Date: 04/24/2023

  Hello and thank you for your time! We apologize for any frustration caused by this matter. Please know we try to be as transparent about our items as possible and your feedback regarding the Paraffin Bath Treatment has been sent to management. Please know we do state on the website that the wax for the item is rain scented and we apologize that this did not meet your expectations. I have reviewed your order and I do see that on 4/17/23 the remaining refund was issued to you by management. Refunds may take 5-7 business days to reflect depending on your financial institution. 

  Customer Answer

  Date: 05/01/2023

  Better Business Bureau:

  Sharper Image had credited the account before I opened the complaint, but they never told me about it.  I'm sorry for the trouble and thank you for your service.  They did say that the wax is posted as scented but at the time of our order it wasn't.  You may pull my complaint, for the issue has been resolved.

  Regards,

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

• Initial Complaint

  Date:03/01/2023

  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 have not yet received the refund for my order. My order number is *** *********. I was promised in this forum that I would be refunded almost 15 days back. It has been 4 months and I have put complaints in so many forums but have not received my refund.If sharper images finding it difficult to refund the money to my credit card, Can they please MAIL a check for the refund to the shipping address that they have on file for me?

  Business Response

  Date: 03/02/2023

  We apologize for any frustration. I do show we are trying to issue a refund to you, however due to an ongoing dispute we cannot issue the refund. Please close the dispute open with your financial institution so this refund can be issued. 

• Initial Complaint

  Date:03/01/2023

  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.

  On 12/13/22, I placed an order by phone with S.I. - #ord511122313 for an ergonomic office stool as a gift at phone # ************. PLEASE NOTE, that I am severely visually impaired and can use an iPad only with enlarged font and special devices from the ************ Without my prior knowledge, I was charged $138.94, which included an unused cash back coupon in the amount of $18.95. The product arrived in a timely manner but in a damaged box with no information or instructions included. S.I. was very cooperative in my efforts to return the item, ultimately arranging for Fed Ex to do a pick-up on 1/11/23 as I am unable to drive and also have some mobility issues. After they reported having received the return, I made numerous phone calls wherein I was repeatedly told that my refund was in process. As of 2/19/23, customer service began hanging up on my calls. To this day I am receiving emails saying that my cash back coupon will be expiring very soon if not used. I have spent much time on this issue and, for me, it is as much the principle as the lost money that is involved. The transaction shows on my bank statement, but my vision prohibits me from uploading it at this time. If necessary, I can get help and deliver it at a later date. There were never any other receipts or written materials involved.However, the many times that customer service did speak with me, they never denied that the full amount was owed back to me. I so appreciate anything you can do to assist me with this fraud.

  Business Response

  Date: 03/01/2023

  Hello and thank you for your time! I am truly sorry to hear of this experience. Please know this is not how we want you to feel and after review of your return tracking I see this was delivered back and I have escalated this matter to management to ensure your refund is issued immediately. Please allow 5-7 days for this to reflect depending on your financial institution. 

  Customer Answer

  Date: 03/01/2023

  [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.  Please note that this is the same response that I received verbally on the phone on numerous occasions, however, and no action was ever taken.  I will keep my fingers crossed,

  Thank you.

  Regards,

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

• Initial Complaint

  Date:02/13/2023

  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.

  My return your items got lost by *****. Sharper image has claimed the lost items value from Fedex.My order number is "ORD509445816". I returned the item. ******* asked me to ask sharper image to claim that item's value, which I am sure they did. The customer service agent tells me that $69 and some cents has been deposited back but I don't see it in my credit card. When asked they say ask your bank. My bank conveys that they have not received the credit. I launched and service dispute with my credit card company and they refused to credit me the money back.

  Business Response

  Date: 02/14/2023

  Hello and thank you for your time! I am truly sorry to hear this. I have review the refund attempts and I show both failed. This has been escalated to our refund department manager to ensure this is issued today. Please know depending on your financial institution this may take 5-7 days to reflect. We apologize for any frustration this may have caused. 

• Initial Complaint

  Date:02/08/2023

  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 purchase 3 items for Christmas but I had the wrong address when I ordered them. I called them less than 8 hours later to change the delivery address but was told that couldnt be done and when I tried to get a good reason why since the order was still processing I was rudely hung up on. So I decided to reorder these items to the correct address. I fed exd the items back to them and 4 weeks later I still havent received the refund even after calling the twice. Each time I speak to them they say it will be refunded in **** because it needs to be processed. But I never got the money and it needs to be refunded to PayPal which should only take a few key strokes.

  Business Response

  Date: 02/09/2023

  Hello and thank you for your time! After review of your order I show this was escalated to management yesterday and your refund is now being processed. Please allow 5-7 days from today for this to reflect. We apologize for any inconvenience and the calls will be reviewed further to ensure further action is taken and agents are not hanging up on customers anymore. We thank you for brining this to our attention allowing us the opportunity to improve our customer experience!