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Business Profile

General Merchandise

Sharper Image

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in General Merchandise.

Complaints

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

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Sharper Image has 15 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/16/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      A duplicate order was made by mistake on the website of this business. When I asked the company to fix this issue before processing the order, I received an email asking me to accept the duplicate order with a bribe of 10% off and free shipping. Before hearing my answer, the company proceeded to charge my card twice and process it. I am having to dispute this charge with my bank since they not only charged me twice even though I gave them ample time to fix this but also threatened to make me pay shipping for the second duplicate order. I have copies of email correspondence showing they do not care about customer satisfaction and wanted me to keep both items. If this is not resolved immediately I will add all email correspondence to this complaint.

      Business Response

      Date: 11/17/2022

      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 and we are happy to make this right for you! At this time we are in full swing with the Holiday season so orders are processed rather quickly giving us a small window of time to cancel an order. I am truly sorry to hear your duplicate order could not be canceled. I show on 11/15/22 a refund of $15.95 was issued to your method of payment for the return shipping, this should reflect in the next 4 days depending on your financial institution. Upon return of the unit the remaining refund of $103.30 will be issued. 

      Customer Answer

      Date: 11/17/2022

      [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:11/11/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Once again Sharper Image did a bait and switch. I had a holiday offer for a discount and free shipping. My order showed free shipping (including seeing it deducted. Then on the final page it ended up being charged to me. Customer service- in Giovani was useless as his English was not good. Now I am stuck with an item that costs as much to ship as the item itself. They will not cancel the order even though I called immediately. Sharper Image is a horrible company. They lie constantly about their sales. They rarely honor what they advertise.

      Business Response

      Date: 11/14/2022

      Good morning and thank you for your time! I am sorry to hear your experience was not a good one! At this time I show our offer for free shipping was our Free shipping with rebate offer. With this offer you are charged shipping and after the order is placed the shipping is refunded as a cash back rebate for a future order. I see the agent you spoke to on 11/11/22 is having the rebate credit voided so your method of payment can be refunded the shipping fee. We do ask that you allow 5-7 days for this to reflect depending on your financial institution. We apologize for any frustration this may have caused and I hope the shipping refund makes this experience a better shopping experience then you had when purchasing. If you need any further assistance please give us a call at **************! 

    • Initial Complaint

      Date:11/03/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 item an notice the price that was displayed was not not price when checking out. The check out price was more. So I ordered the item a second time and got the original price as quoted. I called the company to cancel the first order and they said they could not cancel the order. Only an hour an a half had passed since I made the original order. I asked to talk with a manager and was told by two employees none were available and it could be 24 to 48 hours before contact. I find that very hard to believe. I can be contact for more information in needed at **********, *****************.

      Business Response

      Date: 11/04/2022

      Hello and thank you for your time. I am sorry to hear that your experience has not been a good one with us. At this time we have started our holiday season and with the beginning of this we do try to ship orders as quickly as possible so we are limited when it comes to cancellation time frames. At this time I show your order has shipped and is due to arrive to you on 11/7/22 so I am unable to cancel the order. Please know this kind of frustration is not what we want for you and we will do all we can to ensure the return is as hassle free for you as possible. I am sending you a ***** return mailing label so this can be returned for a full refund and once you receive the item we are happy to have a ***** pick up scheduled so you do not have to return the item yourself. Please give us a call at ************** to speak with a specialist when you receive this order.  

    • Initial Complaint

      Date:10/21/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 am unable to “unsubscribe” from Sharper Image’s emails. When the “Unsubscribe-to all emails” option is selected, the page will NOT ALLOW you to “submit” the request UNLESS you choose one of four options—-all of which force you to agree to CONTINUE receiving emails.

      I see that there was an identical complaint filed on 6/14/21—-16 months ago—-which obviously was never addressed. That surely is enough time to have fixed this “glitch” ….which begs the question why it wasn’t.

      Business Response

      Date: 10/24/2022

      Hello and thank you for your time! I am truly sorry to hear this and I would like to assure you this will be taken care of. Your email address, has been added to our removal list. Please allow up to 72 hours for this to fully cycle out of the system. 

    • Initial Complaint

      Date:10/21/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a fingerprint lock
      On sharper image website
      I was charged shipping and it was suppose to be free shipping
      Do I reordered another lock and the shipping was free
      I called to cancel a order but they said they can not cancel a order even minutes later
      So now I have two locks coming and have to ship one back
      My order
      Ord609451813
      Ord509451843
      I would like these orders canceled with out wasting the packaging and having to mail back
      This is a real waste

      Business Response

      Date: 10/24/2022

      Hello and thank you for your time! I am sorry to hear of this experience and we apologize for any frustration. At this time we have a small window available to cancel orders with the Holiday season quickly approaching we are processing and shipping orders a quickly as possible and after review of the notes on your orders I show the request to cancel was after the orders were accepted so we are unable to cancel either order. I see you spoke to a customer service specialist regarding these orders and a shipping refund request was sent for order ORD509451813 and a return label has been issued for order ORD509451843 to be returned for a full refund once you have received it. Please know if I could make this easier on you and have these canceled I would, however at this time we are outside of the cancellation window for both orders. If you wish to return both orders for a full refund we are happy to provide you with another shipping label for the second order. Please give us a call at ************** to speak with a specialist! 

    Sharper Image is NOT a BBB Accredited Business.

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