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:01/08/2023

  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.

  I bought the Sharper Image Calming Heat Massaging Weighted Heating Pad from Bed ************** It stopped working after around 20 uses. I then sought to get a replacement but unfortunately, my order history with Bed ************* did not show the purchase. I should have but did not keep my box and paper receipt. The brand reputation of Sharper Image gave me a sense of confidence, but I have learned that this companys positive image does not match the poor quality of this product. When I checked customer reviews, countless people have seen this product fail quickly and suddenly. Sharper Images customer service line proved futile to talk to. Unhelpful, lacking in empathy, rude and short with me. Do not buy this product. Many, many are disappointed in its too short life span. Sharper Image obviously does not care.

  Business Response

  Date: 01/09/2023

  Thank you for reaching out! I apologize for the confusion as we can only help with Items purchased from SharperImage.com or through our catalog. Sharper Image is a brand name only. We are not a manufacture. Many companies can license the branded name as long as the pass the licensing requirements. The product that you are inquiring about is manufactured and managed by a company called Calming Heat. For further assistance, regarding replacements, manuals, parts, or further questions please visit ******************************* call ************.

  Customer Answer

  Date: 01/09/2023

  [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:]
  The product is sold under their name. Their excuse belies logic. 
  Regards,
  
  *************************

• Initial Complaint

  Date:01/05/2023

  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.

  In November, I ordered a printer from Sharper Image and requested that it be shipped to my daughter in *********,**. When I received the tracking info several days later, I forwarded it to her, and she kept. Close eye on the printer as it moved across the country, including the Tuesday before Thanksgiving when ***** reported it was out for delivery! When the status changed to delivered she was puzzled, she had worked within site of the front door all day and nothing had been delivered all day! So she called ***** and was told this happens a lot. Have your vendor call us and file a claim. So, I spent 1 1/2 hours on the phone being transferred and placed on hold, only to be told you should get in your car (drive 2 1/2 hours) and look around the neighborhood to see if it was misdelivered (that would be big no! I dont care to get shot!). Then they offered to reship me another one. When I received the shipping confirmation, it was to an address that was completely foreign to me! So I called Sharper Image and canceled the order. (After another 1 1/2 hours being transferred and put on hold). Then on the Boxing Day, I was reviewing my credit card statement and I could see where they had charged me ****** but no refund. So I called them YET AGAIN and asked why I had seen no refund. They said the order was still active! I asked them AGAIN to please cancel it. Do you understand what I m saying to you? She refused my request to speak with a supervisor, and placed me on hold where she left me for 45 minutes after which I hung up. 2 days later, I received an email instructing me to kindly return the merchandise (in the original packaging) to receive my credit. THAT WOULD BE THE MERCHANDISE THAT I NEVER RECEIVED!!! They claim the they cant issue a refund without merchandise!!

  Business Response

  Date: 01/06/2023

  Hello and thank you for your time! We apologize for any frustration this experience may have caused. At this time it is policy that when an order is marked delivered but the recipient is not able to locate it that a replacement is issued to a ***** holding center for pick up to ensure the package is not lost or stolen again. This is why when you were notified of your replacement information the address was not the original shipping address. It was the nearest ***** holding center. Because your original order was marked as delivered the order is not normally eligible for a refund to then method of payment. I have escalated this matter to management for further review of this to see what we can do for you though and we will be reaching out to you shortly with further information regarding their investigation. 

  Customer Answer

  Date: 01/06/2023

  [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:]I have no confidence in sharper Image and no future plans to do business with them.  So, a store credit good for a future purchase will be of no value to me.  
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:01/04/2023

  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.

  ORD509634344 I returned a treadmill to Sharper Image on November 28, 2022 (I have proof of delivery). I requested that the total estimated refund of $243.36 be returned to the original payment method. On November 30, 2022 I received an email that my item has been successfully returned and to allow 5-7 days for my bank to reflect the refund. That refund never came. I contacted customer service by phone and email atleast 7 more times and each time there was a different excuse on why I wasn't refunded but that the issue was resolved and I can expect my refund within 5-7 days. Again, refund never came. I am fed up with this company.

  Business Response

  Date: 01/05/2023

  Good morning and thank you for your time! I am truly sorry to hear you have not been refunded for your order yet! This is unacceptable and is not the experience we want for you! I have escalated this matter to management to ensure this does not happen again. Your refund will be issued manually today. Please allow 5-7 days from today for this to reflect depending on your financial institution. 

  Customer Answer

  Date: 01/06/2023

  [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:01/04/2023

  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.

  Ordered product from day one does not work looking to do exchange waited for email confirmation never receive call again they say product is not theirs decided not to deal with the run around and wanted to get refund they send email for return label tell them I cant print to mail it never receive but got it printed but see its for store credit I raised h*** that I will never order again so they will refund money minus shipping fee on phone again and they say ok to refund full amount was supposed to receive another email for new label but I dont and call again and they say its being mailed since they cant cancel the first label but was told to throw it away I feel that this is a stall tactic always another story every time I call and when I purchased I was billed 3 times on my accountthose other 2 charges fell off but feel like this is shady business and it all started off bad also when you call the **** number if you press 1 to order its the company but if you press 2 for existing order issues it goes to a customer care solution officetotal runaround BAD BUSINESS

  Business Response

  Date: 01/05/2023

  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. This is not something we often hear regarding this product. Please know I have escalated feedback to ensure this does not happen again. Please note a ***** label will be emailed to you today. 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:12/01/2022

  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.

  Last year I had the issues of refunds, misrepresenting discounts and unsubscribing problems with Sharper Image. Now, again they are sending unwanted two or more emails a day to my email address. When you try to unsubscribe and click on submit, it reverts to a series of email preference choices: email to be received once a day; once a week; once a month; or holidays, so you can't really unsubscribe. I requested by email to their **************** to unsubscribe my email address permanently. I hope you can help with this matter. Thank you. I tried to copy the subscription choices provided by Sharper Image but there is no option for really unsubscribing when you click on submit.************************************** EMAIL PREFERENCE CENTER Generally, I would like to receive email... about once a day about once a week about once a month during the holidays Subscription Status I would like to continue receiving some email as checked above. I do not want to receive any discounts/information (unsubscribe).Email********************** Submit

  Business Response

  Date: 12/02/2022

  Hello and thank you for your time. I am sorry to hear you wish to no longer receive messages from us! At this time I have sent your email to our IT department to ensure this is removed immediately. 

• Initial Complaint

  Date:12/01/2022

  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.

  Yesterday 11/30/22 I purchased 3 products from Sharper Image for Christmas. They advertised 20% off site wide using code Gift20 with free shipping. All items purchased did come up on sale, however, the shipping did not come off. Order number ORD510365504. My order including the 3 products and tax should come to ****** instead I was charged ****** which includes shipping. The shipping cost of ***** is in cash back earned. I ordered with the understanding I would receive free shipping. Cash back is not the same as free shipping. The cash back earned is to be spent at Sharper Image and it expires in a months times. That's not free shipping. False advertising. I've reached out to cancel and apparently I'm to late to cancel. I ordered yesterday. In reality I paid for shipping. If I do use the cash back option I will never get free shipping. They lied. I have no intention of using the cash back. I would like the shipping cost to be credited to my card in a timely manner, which should be **** business days.

  Business Response

  Date: 12/02/2022

  Hello and thank you for your time! We apologize for any frustration. At this time our advertised offer is 20% off and free shipping with rebate. Please know we try to be as transparent as possible when it comes to this free shipping with rebate offer and these details can be found when clicking on the "?" next to the offer in the shopping cart as well as when clicking on the banner offer presenting the 20% off and free shipping with rebate offer. I am sorry to hear this offer is not one you wish to take part in and as a one time courtesy we will have the cash back shipping rebate voided and your method of payment refunded for the shipping fee. Please allow 5-7 days for this to reflect. 

• Initial Complaint

  Date:12/01/2022

  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 tabletop fireplace as a gift for a friend on 4/19/2022 for $153.64 ORD508651050. After two uses the glass broke. My friend contacted Sharper Image to ask for a replacement. They would not issue a replacement, they said to return it to them and they would issue me a refund. They returned the item and I re-purchased a second fireplace for them on 10/27/2022 at a price of $155.76. I did not recieve a refund for the first purchase so I called on 11/9/2022 and was told I was issued a store credit. I explained that I didn't want a credit because I had already repurchased the item. They said they would refund my paypal account in 5-7 days. It didn't happen so I called again on 11/21/2022 and was told that they put in another request for a paypal refund and to give it another 5-7 days. I still have not recieved a refund so I called to talk to a supervisor and was told that too much time has gone by now so they can't credit my paypal and my only option is a Sharper Image credit. As you can imagine....getting something else from this company is the LAST thing I want to do. I don't know how I can go about getting my money back so looking for guidance from you and to also make you aware of their unfair practices. I have asked them to provide me with an email detailing our conversation so I can submit it to paypal and file a dispute but I have not recieved anything from them. I don't even have an account set up with sharper image so I have no way of receiving the credit even if I wanted that option. I'm very frustrated.

  Business Response

  Date: 12/01/2022

  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 this is not the experience we wanted for you! I have escalated this to my manager directly and they have sent this to out IT team to ensure a refund is issued to you today. Please know refunds may take 5-7 days to reflect depending o your financial institution. I would like to assure you this matter will be resolved and a refund will be issued to you for this order. We apologize for any frustration this experience may have caused. 

  Customer Answer

  Date: 12/01/2022

  [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:11/29/2022

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the password vault on 11.7.22 for $49.95 and $13.95 shipping. I never received the order since Sharper Image sent the order to my billing address. I called several times to resolve this issue only to be told that they would give me a store credit. I just wanted a refund at this point but was told that they could not do that so I reordered the password vault yet again. I ordered it again yesterday through customer service and he assured me they would charge me the same price. When I received my confirmation email they had charged me $69.99 and $13.95 shipping. So I called customer service again to explain that I felt the price should be the same as the first order and I was told by ********************** (supervisor) that the best she could do would be to refund me $13.95 shipping. Well let's be honest I shouldnt be charged for shipping again since the first order I paid for shipping and the item was never received. She explained that she would escalate this issue with hopes of rectifying the problem for me. It has taken several phones calls of 30 minutes or more to try and resolve this and I am still not happy with the result. I would say buyer beware with Sharper Image as they do not know the meaning of good customer service. It shouldnt take 5 phone calls to get this resolved. I am sure that the future email that I have been promised to receive will not make this situation right. I am so done with Sharper Image.

  Business Response

  Date: 12/05/2022

  Hello and thank you for your time! I am truly sorry to hear of this experience. This matter has been escalated to management to ensure this is resolved. We will be contacting you shortly with a resolution to this matter! 

  Customer Answer

  Date: 12/05/2022

  [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:]

  I have been told on numerous occasions that my complaint would be escalated and I have yet to receive a response from Sharper Image.  I am not sure that accepting this offer will give me a resolution to my problem.

   
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:11/28/2022

  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.

  The date of the transaction Nov 17, 2022. The order number ORD509716287, SKU#******-01. I paid $74.57. The item was $55.99, shipping $13.95,tax $4.63 for a total of $74.57. I want to return this item, never opened, and if I ask for a refund I am only going to get $42.69. I am not getting the full tax back I'm getting $2.65 and being charged $15.95 to ship it back. I paid $13.95 to ship it to me. So to send it back I loosing $31.88. They do offer a e-card, which I don't want but again not getting a full refund. Their offing $55.99, plus $5.60 ecard bonus, tax $3.71 total $65.30. I'm loosing $10.27. I'd like a full refund. I'd like to know why I'm not getting the full tax I paid back $4.63 and why is it more to ship it back to them than when they shipped it to **** placed the order on the phone ************. I am trying to return online. The item is a cassette to MP3 converter. I would like a full refund of $74.57 back to my credit card as paid.

  Business Response

  Date: 11/28/2022

  Hello and thank you for your time. We apologize for any frustration as at this time customers are responsible for all return shipping charges aside from items that include a defect from the manufacturer and the original shipping is not refunded unless the return is due to an error on our end. At this time as a one time courtesy I have set up a return so a full refund will be issued. I don't want you to be inconvenienced any further so instead of going through the hassle of returning this item, please keep it as our gift to you. You can choose to donate keep the item for yourself if you like. Please allow 5-7 days for your refund to reflect depending on your financial institution. 

• Initial Complaint

  Date:11/18/2022

  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 placed an order on 10/22/22 (ORD509455615) and the item was lost in transit. Sharper Image stated the item was delivered but I never received it. I filed a complaint with **** and they advised me to contact Sharper Image as they could not locate the package. Sharper Image was nice enough to send me a replacement at no cost on 11/1 (ORD509510475). When I received that item it was not what I was expecting quality wise so I went to start a return online and found I could not. I called Sharper Image on 11/3 and spoke to *** who said she initiated a return on ORD509455615 (come to find out she did this in error and started a refund on the "free" item sent) and guaranteed me a on a recorded line that I would be receiving a refund on my original payment method ****** as I clearly stated I did not want a gift card. Now that Sharper Image has my item they are telling me the only refund I can get is a gift card because the first item was lost and is not eligible for a refund/return. I want nothing to do with this company and definitely do not want a credit to spend with them considering the ordeal I have gone through just to get a partial refund on an item I don't want (Item cost $90.40 and I am only getting back $60.50 since I lost my original shipping and was charged shipping to send it back).Customer Service "Manager" ***** spoke with me today and said she would review the call for feedback on *** for the wrong information but could not issue a refund of $60.50 back to my ***** The way this entire situation and transaction has been handled is so unprofessional I cant even believe this company is fighting me over $60.50 - at this point it is principle. I am requesting a refund to my original payment AS PROMISED.

  Business Response

  Date: 11/18/2022

  Hello and thank you for your time! I am sorry to hear of this experience. Please know this is not how we want you to feel. At this time the notes on file with both orders show it was advised a store credit would be issued. It is policy that once an order is marked delivered but is not able to be found and is assumed "lost/stolen" we are unable to issue the method of payment. This matter is being escalated to management at this time and they will be reviewing the calls on file for you with these orders. We will be reaching out to you in the next ***** hours with further update! 

  Customer Answer

  Date: 11/18/2022

  [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 am fully aware what your "policy" is but clearly your customer service representatives do not. I am asking for a refund to my **** as I was promised by *** on 11/3. 
  Since this is a Sharper Image ***** and a rep ***** I am expecting your company to make it right and do what was promised.
  
  Regards,
  
  ***********************

  Business Response

  Date: 11/21/2022

  Good morning and thank you for your time! I certainly understand your frustration. Unfortunately this is something that needed manager approval due to the policies we have in place. I do have great news though! They have approved a refund to your method of payment. The eGift card credit issued will be voided and your method of payment will be refunded. Please allow 5-7 days for your refund to reflect depending on your financial institution! 

  Customer Answer

  Date: 11/23/2022

  [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,

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