Complaints
Customer Complaints Summary
- 60 total complaints in the last 3 years.
- 15 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/30/2024
Type: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.
Despite multiple phone and **** mail attempts since August 2023, requesting that I be removed from any, mailing, selling, buying, trading lists that they have me on, I still continue to recieve their catalogue. I just received their "Valentine's *** ****" issue.
Business Response
Date: 01/30/2024
To whom it may concern,
I can confirm that on 1/26/24 *********************** has been removed from all mailings. It can take 4 to 6 weeks for them to completely stop as they are pre-printed. We apologize for the inconvenience and thank you for letting us know.
Regards,
Stauer **************** Manager
Initial Complaint
Date:01/08/2024
Type: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 the Stauer Platinum membership which was stated to provide me free shipping and handling. I discovered today that they are charging me $4.75 per order for what they claim is insurance. I am supposed to get free shipping on any product I order and this amounts to a shipping charge since they have to get the item to me as they are a mail order company. This is fraud plain and simple and it has been perpetrated on not only myself but hundreds of other platinum members.Business Response
Date: 01/09/2024
To whom it may concern,
We have reached out to ******* to discuss his concerns about the insurance fee. We have refunded $100.00 for the platinum plus upgrade and provided a ***** credit on an order purchased 1/6/2024. This resolution was in agreement with ******* and Stauer.
Thank you for bringing this case to our attention.
Initial Complaint
Date:12/18/2023
Type: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 two bracelets item #*****.This order consisted of two bracelets. One Italiano ********* X bracelet and one Italiano Fantasia Woven bracelet. This was on 7/24/2023. Order #J55002750001. Preferred customer #**********. The total price was $128.36. this included. The product, sales tax and P&H.Received items 8/2 2023.Returned them by mail 08-03-202.3 Received my credit card bill in September, no credit. Called company.was informed refund was. given. Informed them no credit was given. Was told in would show ** in September. Bill. Here it is December and still no refunded or credit.P&hBusiness Response
Date: 12/21/2023
To whom it may concern,
In reference to order J5500275, there was a refund processed on 8/17/2023 to card ending in **** for $98.41. Shipping and handling is not included as this is non-refundable. As, this is from August, this would be a discussion with the customer and their bank.
We do see this case as resolved due to the refund has been processed.
Sincerely,
Stauer Customer Service
Initial Complaint
Date:12/14/2023
Type: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 put an order with Stauer by telephone. They sent an incomplete amount as compared with my order. They are ALSO charging me for a one year membership which I NEVER requested.Business Response
Date: 12/15/2023
To whom it may concern,
We spoke with ****** and resolved the inquiry by sending the 3rd cross pendant at no additional cost.
Thank you,
Stauer, **************** Manager
Initial Complaint
Date:08/22/2023
Type: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 July 7, Stauer cashed a check for $471.91 to cover the cost of three items I ordered, plus s&h and state sales tax. Since that time, they have not contacted me. I emailed customer service twice and was ignored both times. I called customer service and was told the items would ship by Aug. 14th. They didn't. Stauer refuses to send the items or refund the check. I would like BBB to resolve this problem by either getting them to ship the items I paid for, or if that's not possible, to obtain a full refund for $471.91. Thank youBusiness Response
Date: 08/24/2023
To whom it may concern,
The order in question, D0536213 had products on backorder. Two of the items have shipped: W4041 09 Deco continental tanzanite ring and the ***** Deco continental tanzanite pendant and chain. They should arrive to the customer in 7 to 10 business days.
We did leave a voicemail to confirm the last item, ***** Gem of Africa Ethiopian opal necklace and chain. This item is still currently on backorder and will ship to customer once back in stock. Timeframe is approximately another 2 to 4 weeks. If the preference is to cancel this item, we can do that and request refund.
We understand and apologize for the delay in the availability of the items is longer than anticipated.
Sincerely,
Stauer **************** Manager
Customer Answer
Date: 08/25/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
Date:04/26/2023
Type: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.
On this day Stauer charged my debit card 44 dollars and I never authorized it or bought anything from them. I will be contacting my bank to do any legal action as well cause this is fraud and habe no clue even how they got my card number! This will cause me bank fees as well for overdraft so I need that refunded too!Business Response
Date: 04/28/2023
To whom it may concern,
As discussed with ******************. We do not have any record of the Mr. ******** name or credit card information in our database. Therefore, we are unable to investigate or take any action on this matter. If he suspects fraudulent activity on his credit card, we recommend that he contact his debit card issuer directly to report the incident and request assistance with resolving the matter. We take allegations of fraud seriously and strive to ensure that all our customers are protected against such incidents. We apologize for any inconvenience this may have caused and hope that you are able to resolve this matter quickly.
Stauer Customer Service
Initial Complaint
Date:04/04/2023
Type: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.
Back in 2022, The merchant charged my credit card for an annual fee that was cancelled three months prior. They issued the card a refund and the card also gave me credit. The merchant said that I owed them a refund, which I paid. Now, that same merchant charged my card this year. Apparently they do not understand that when I cancelled my account with the merchant, it is cancelled. I want them to erase my account permantly, and stop charging my card an annual fee.Business Response
Date: 04/04/2023
To whom it may concern,
On April 3rd there was a refund processed to the card for $119.00. The account was deactivated in 2022. The delay in all of this was with the bank doing chargeback, the reversal and us getting notified to get the correct the accounting process and refund again. We apologize and have resolved the issue.
Regards,
Customer Service Manager
Customer Answer
Date: 04/04/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I checked with my card statement, and show a credit is pending. Thank-you.Initial Complaint
Date:03/27/2023
Type: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.
Hi, I did not make a purchase with this company. My Father ordered a gift over 2 years ago and paid in full for the item and had it shipped to my address. I receive constant junk mail that I do not want to receive and now I have received a bill for $119. I understand this is a scam they do and say it is for some type of membership. My father recently passed away and this January his wife received the exact same bill on the credit care my father had used. They were not able to charge the credit card because it was cancelled due to his passing so now I guess they are sending me a bill since a item was shipped here. There is no money owed to them and no one ever signed up for a membership. They need to remove me from mailing list and remove this fraudulent bill. I am not sure how they are still allowed to be in business. I have been trying to call the number provided on the bill but you sit on hold for over an hour and then you get disconnected. Please help Order # on the invoice is ***********Business Response
Date: 03/27/2023
To whom it may concern,
In reviewing this concern, ****** was taken care of and the membership was returned $119.00 to take care of the chargeback. The account has been cleared and no money is owed. Our membership auto renews unless notified prior to the renewal and a reminder letter is sent 3 months prior. Thanks for bringing this our attention to take care of.
Thank you,
Customer Service Manager
Initial Complaint
Date:03/21/2023
Type: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 a watch from Stauer Co. . It is a Co-Pilot watch $179.00 order # P-******* . The ******* broke I only had watch for 2 months. I returned it for repair on 12/29/22 Via. UPS.Stauer recivied watch on 1/03/23. They have not returned the watch back to me. I have called them several times they have promised to send it back . I am done doing any more bussiness with these people.Business Response
Date: 03/21/2023
To whom it may concern,
We apologize for the delay in processing an exchange for item 35771. Per our conversation 3/21/2023 an exchange order has been processed. Once this order ships you will receive an email with *** tracking.
Stauer Customer Service
Initial Complaint
Date:03/20/2023
Type: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 3/16 purchased a necklace and earring set that the website indicated was available. I went to check status of the order and it said backordered. I requested to cancel the order because I felt it was fraudulent that they didn't even have the item they are selling online. They refused to cancel the order.Business Response
Date: 03/20/2023
To whom it may concern,
The items may have been available at the time of your purchase however when starting the shipping process became unavailable. We will cancel your order anytime before shipping the product. Per your email request the order has been canceled on 3/20/2023. When the order was placed on 3/16/2023 there was a pending authorization placed on your MC ending in **** in the amount of 204.01. This was a pending transaction, the order did not ship, and a payment was not processed for the order. The pending authorization will no longer be on your bank statement. The length of time in which the authorization will no longer appear on your bank statement can vary depending on the specific bank.
Stauer Customer ServiceCustomer Answer
Date: 03/22/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
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