Used them twice--Customer Service Can Be SLLLLLLLLLOOOOOOOOWWWWWW To Answer
Written: Jan 20 '03 (Updated Jan 26 '03)
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I've shopped with them twice and was satisfied with the results both times.
AUCTION EXPERIENCE:
My first experience with the online version of Sharper Image was through their eBay auctions (linked from their homepage or you can find them by going to http://www.stores.ebay.com/id=7880255). My son had gone to the Seattle store and found a CD player he thought would be the perfect addition to his bedroom. Christmas was around the corner so I decided to surprise him with his dream stereo. He showed it to me on the Sharper Image site and I went about trying to find out more about the player. Specifically, I wanted to know if I could find it somewhere else for less money.
Since they don’t reveal who the manufacturer is for their Sharper Image branded products, the best I could do was to try the secondary market. That led me to eBay. Once there I discovered that The Sharper Image sells its products—mostly reconditioned—there as well as on their site. They give details as to the condition of the item and the price is appropriately discounted.
We found a nicer CD player/stereo than the one my son was originally interested in—after checking out their eBay feedback and return policy I placed a bid.
It’s important to note that these items are no longer covered by manufacturer warranties, however, you do have you have 30-days to return it and they do accept auction returns at the retail stores. I paid $140 for a stereo which was sold as “RECONDITIONED
Virtually New/Repackaged.” It sells new on their site for $269.95. I paid for shipping which is based on the purchase price. For my purchase it was a reasonable $15.95.
A few days later I received an e-mail advertisement from Sharper Image promising free shipping if I purchased from an auction. Although it stated it could not be used for previous purchases, I took the chance and sent a very nice e-mail explaining that I had just completed a purchase and would they kindly consider refunding my shipping. They did!
I waited anxiously for the package to arrive. It did a few days late, however, I ordered in plenty of time as I knew the holidays are crazy in the shipping industry.
What I received was exactly as advertised. The only item missing was the manufacturer’s box. It was shipped with the Styrofoam inserts and everything was still wrapped in plastic as if it’d never been opened in a giant brown cardboard box. Granted, if this was a gift for someone other than my son I would have been embarrassed at the way it was packaged—certainly not gift quality.
All-in-all it was exactly what I expected, works well, and is appreciated by my son.
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Regular Online Store
After my eBay experience I received a certificate for $25 off any order placed at Sharper Image or a purchase in the store. Since we’d just visited a store I knew the one item we needed was a key finder and for $25 off the $49.95 purchase price I would go for it. Even paying $7.95 for shipping would be better than driving 40 miles round trip to go to the store.
I found the item I wanted highlighted on the front page of the site—evidently it’s a hot item. Had it not been there I could have searched for it our used the “Catalog Quick Order” had I known the item number. I knew exactly what I wanted, but I could have browsed for hours. They have unusual items that you don’t find on every website.
Once I navigated to the right location I clicked on the “Add to Basket” button and once done was directed to checkout. There you’ll need to register (if you haven’t already—I did during the previous eBay purchase).
Finding the location to type in the certificate was another matter. It’s not intuitive and although I’m an online order freak, I had to really look for it. I was just about to give up when I finally found it. It’s located under “Alternate Payments”.
It took my information, accepted the certificate and gave me a total of $38. I know, it’s a lot of money, but we loose remote controls and keys like crazy! And, it’s better than the full price of $63. I immediately received an e-mail and was stunned to see I was being charged the $63. Weird, since I saw it take the certificate.
I rushed back to the site and checked the order. Yes, it clearly says $38. I e-mailed them immediately asking for clarification—I’m still waiting.
The order arrived today--1/20. I ordered it on 1/13 (very late at night so that doesn’t count). I’d say that’s pretty quick delivery! It came double boxed—the manufacturer’s box is sealed. I haven’t even opened it yet; I was just so excited to write this review!
The packing slip enclosed showed my total of $63…now I was really getting worried! I was just about to call them when I remembered that my credit card transactions can be viewed online. I checked my statement as was relieved to see Sharper Image $38. While I’m happy, I wonder what they’d give me if I returned this to the store with this packing slip—if I wasn’t an honest person I’ve have $25 cash in my pocket right now. I would think they’d want to fix this little problem not just so they don’t lose money but also because it cause their customers to be concerned—I know I was!
So—I’ve done it both ways and both ended well. The customer service could have been a bit better on the second transaction (an answer would have been great) but they were wonderful when it came to crediting me earlier.
They’re pricey and if you find a gadget that you just have to have consider them. The web site is fast and friendly and I think you’ll enjoy the process.
If you're curious about the item I purchased, I've written a review. You'll find it here: http://www.epinions.com/content_87586541188
Thanks!
*************UPDATE 1/26/03**************
Today I received an e-mail reply to my question (which I sent on 1/17--actually I got two identical replies. I wonder why it took them so long, and I wonder if the read Epinions and decided to light a fire under someone to answer me. Oh well, I'd already gotten my answer from my online credit card statement so I wasn't worried, however, I thought it funny that when they finally did answer they did it twice.
Recommended:
Yes
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Epinions.com ID:
briandalsmom
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Member: Mom
Location: USA
Reviews written: 250
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