Complaints

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:02/21/2023

  Type:Sales and Advertising 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 recently got gifted a Stauer Smartwatch, and my dog had chewed up the charging cable. I have contacted them and they refuse to sell me a charger. They will not tell me the dimensions of the charger. I've looked everywhere and I can't find a charger anywhere. What good is a watch with no charger. Unwilling to sell the charger is very suspect and I really question the value of there customers and how they operate. I would never recommend Stauer to anybody!

  

  Business Response

  Date: 02/23/2023

  To whom it may concern, 

   

  We have been in touch with ****** and determined he had ended up talking with Stauer ** and they are not affiliated with us. We are sending him a new charger for his smart watch at no cost.  

   

  Thank you, 
  *****

   

   

• Initial Complaint

  Date:02/07/2023

  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.

  In late 2021 I ordered a Stauer knife that I saw in a magazine. After the knife arrived, so did the spam flyers. Several times a week the mailman delivered flyers that I had no interest in. I thought I could simply call Stauer customer service and have them take me off their mailing list but it's not that easy. You have to sit on hold until you give up (which I did). I assumed that the spam mailing would cease when they realized that I didn't order again. --- In January 2023, my credit card was charged $119 for a "membership fee". I was never a member. They placed an ad. I ordered. End of relationship. --- I called my credit card company and they reversed the charges. They also suggested that I close that account and open a new one so Stauer couldn't do this again - which I did. --- Yesterday I received a delinquent account notice. It claims that my "account" is past due for $119. --- I want Stauer to remove this scam charge and to remove my name from their database. I don't want them to update my "account". I want to be completely out of their database. I ordered one product and will never order from them again. I don't want to see flyers in my mail and I don't want any more scam bills.

  

  Business Response

  Date: 02/07/2023

  To whom it may concern, 

   

  The auto renew for the platinum membership has been canceled 2/7/2023.  Your account is now balanced and no longer past due.  Your account has been updated to a do not promote status for you to no longer be on the Stauer mailing list.  It does *********** to 8 weeks for mailings to stop.  

   

  Stauer Customer Service 

  Customer Answer

  Date: 02/09/2023

   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. While I asked for and would have preferred that my name be completely removed from their database, I will accept no further contact in the form of sales flyers or unapproved 'membership fees'. 

  

  Business Response

  Date: 02/28/2023

  To whom it may concern, 

   

  Per your request, your Stauer account has been completely removed from our database 2/28/2023.  There are no funds owed.  

   

  Stauer Customer Service

  Customer Answer

  Date: 03/01/2023

   I am rejecting this response because: I just got off the phone with my credit card company. Stauer has rebilled my credit card for the $119. 
  
  
  

  

  Business Response

  Date: 03/07/2023

  To whom it may concern, 

  Please see below the details regarding the billing for the membership renewal order# Y0519498.  
  

  
  12/15/2022:        Membership auto renewal: Charged $119.00 **** ending in 1686 
  01/23/2023:       Chargeback Dispute: -$119.00 **** ending in 1686
  02/15/2023:       Chargeback reversal: $119.00 **** ending in 1686
  02/15/2023:       Refund $119.00 **** ending in 1686
  
  Your account is balanced and refunded correctly.  Your account has been removed for our database as you have requested. 

  
  
  Stauer Customer Service
  

• Initial Complaint

  Date:02/03/2023

  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 ordered 4 items from Stauer on `12/18/212. Order No. W4038641. Order was for 1, Snowflake earrings, 1 Men's Miami Bracelet, 1 Wreath Brooch and 1 Faith St. ******* Pendant. Cost was $49.00 for the items, plus sales tax, $4.80 andt P&H which was $19.99. I received the 4 items, but the Men's Miami bracelet was not in box, instread was a pearl ********* bracelet and earrings which I did not order. I immediately returned all of the items using their return shipping label. I also told customer service rep that I should not be charged their shipping back fee, as the items sent to me were wrong and they were for Christmas presents. I was told that they received the items and that I would have to wait for credit as it was in processing. I have been calling Stauer since December , *************************************** to date. $73.78 was withdrawn from my account on 12/20/22.9

  

  Business Response

  Date: 02/03/2023

  To whom it may concern,

   

  A full refund of ***** has been issued to back to VI ending in **** on 2/3/2023.  

   

  Stauer Customer Service

• Initial Complaint

  Date:01/30/2023

  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.

  I purchased a watch as a Christmas gift for my husband. It was very cheap looking and the date set did not work. I returned the watch to Stauer via their own return mail label and have not received a refund on my credit card.

  

  Business Response

  Date: 01/31/2023

  To whom it may concern, 

  On 1/30/2023 your return was processed and your master card ending in **** was refunded 20.74.  To ensure you receive a full refund for your returned item, an additional ***** has been refunded to your master card ending in **** on 1/31/2023.  

   

  Stauer Customer Service

   

   
  

• Initial Complaint

  Date:01/03/2023

  Type:Delivery 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 May 5, 2022 I ordered online a piece of jewelry from Stauer. Since that time I have been inundated with mailings from Stauer. On August 16, 2022 I wrote to Stauer to request that my name be removed from their mailing list. On November 16, 2022 I requested again. Since August 16, 2022 I have received more than 25 mailings from Stauer. The most recent mailing was December 30, 2022.My customer number is **********. My Offer Code is CTA23102.Can you get them to remove my name from their mailing list?

  

  Business Response

  Date: 01/04/2023

  To whom it may concern, 

   

  Your account has been updated as of 1/4/2023 for you to no longer receive our mailings.  It does *********** to 8 weeks for mailings to stop. 

   

  Thank you, 

   

  Stauer Customer Service

  Customer Answer

  Date: 01/05/2023

   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:12/28/2022

  Type:Delivery 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.

  Order, Australian Pacific Golden Set, price $99. Same day ordered (10-27-22, 1:18 pm) COUNTDOWN email 2:13 pm, offer $59 off orders $79+, free shipping. Immediately called Stauer (St*), took till 5:10 pm before got thru. *******, verified eligible for the markdown & free shipping. Billed $99, sales tax $9.52, ***** $19.95, total charged $128.47. If $59 deducted, cost $40, shipping free reduces sales tax & ***** cost. ****** to reverse & reapply manually the COUNTDOWN taking ***** hrs. *****, 11-1-22 3:22 pm would "refund & rebuild" the order, inform his managers & expect $43.20 to be charged to card in 4-5 days. 11-26-22 1:18 pm, *******, sending another message to accounting marked "urgent" with the need to respond ("adjust & credit"). 11-29-22 10:27 am, Emy-- due to Panamanian accent & an echo on phone sent on, Licee customer service 11:24 am & then Urele manager will refund and reorder. ******, 11:57 am, manager after reading ********* notes, situation would be rectified, 5-7 hours. Message answering machine, ****** Stauer 11-31-22 2:36 pm, confusion, referencing a prior order, not qualifying for COUNTDOWN (bubblegum ******************** Tickle Off 3 OFFER of 2 for $49, $5 shipping), wouldn't be changing offer code. No alteration or changes on Dec. credit card billing from St*. Today, 12-26-22 12:10 pm waited on the phone 12:10 to 1:25 pm, no answer. Tried on order line, immediately put through, woman's name not recognizable with Japanese/Chinese music playing in the background. St's* return policy: "must be in saleable condition, sent in its original packaging, including all documentation." I still even have bubble envelope product sent in. *** arrived crushed, 2 corners of the top lid broken apart. Contents intact. $10 fee (deducted from refund) if I use pre-paid return label. Returned with "approval outside of the 30 day return policy...refunded as store credit", if not "in it's original packaging, 20% restocking fee" applied."

  

  Business Response

  Date: 12/28/2022

  Dear ***, 

        We apologize, for the run around received regarding order #W4001135 with the ********** Pacific Golden Set. A refund was processed today 12/28, for $65.55 back to your credit card for the difference in price. 

         As for our return policy, a $10.00 label fee is deducted from the refund if the product is not defective and the label supplied by us was used. This is a standard return policy.  The full details of the return policy is on the invoice and located here. ****************************************************

         Thank you for reaching out and letting us know about this experience and allowing us to rectify the situation. 

   

  Sincerely, 

  Stauer **************** Manager

   

        

  Customer Answer

  Date: 01/04/2023

   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.

• Initial Complaint

  Date:12/14/2022

  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 ordered a golden pearl ******** with a coupon and a $52.38 check in Oct. Did not receive. Contacted customer service . Got a letter with info. about an order that was not correct about a ring that I hadn't ordered. I requested the return of my $52.38 check which had cleared my bank on Nov. 2,2022. Dec.11.,I texted Stauer but have not gotten any response. This company is scamming people!

  

  Business Response

  Date: 12/14/2022

  To Whom it May ******************************************************         We apologize, for the inconvenience this order has made for the customer.  The order was placed on 10/28/2022 and it cancelled officially on 12/13/2022.  A refund check in the amount of $52.38 will be sent out and mailed. We did not show a phone call coming into to our customer service line to have assisted sooner ************. 

           Thank you, 

           Customer Service Manager

  Customer Answer

  Date: 12/15/2022

   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:12/14/2022

  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.

  On October 28, 2022 I ordered a watch from Stauer. The bill came to $63.23. Within a couple of days I wrote to ask to return the watch because my husband didn't like it. *******. gave me a return code and instructions. I followed the instructions and received word that they had received the returned watch. Then I waited for my refund--and waited, and waited and waited. Finally, on December 6th I find a credit to my credit card for $31.83. The company kept over half of the money I paid! I find this totally unacceptable. I want the company to explain how they can charge over half the price of the watch just to return it.

  

  Business Response

  Date: 12/14/2022

  To Whom It May ******************************** style="white-space:pre">We did receive the product back and there is a ***** label fee return plus shipping and handling is not refundable. That is why there is only the $31.83. This is mentioned on our return label/invoices. 

  As a courtesy and awareness we have process the remainder amount of $31.40 back to the card used on the order. 

        Thank you, 

         Customer Service Manager

  Customer Answer

  Date: 12/15/2022

   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. Thank you very much for your assistance. 

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

• Initial Complaint

  Date:12/08/2022

  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 recently ordered a Stauer watch for my dad because it was something he has wanted for a very long time. I went to the Stauer webpage, placed the order, and decided to become a platinum member because of the benefits and to use this opportunity to buy other gifts. After placing the order, I started doing some research and was worried because of all the bad reviews I've seen from clients that have been charged without authorization. The day after I called a representative and she said that I shouldn't worry because I was a valued customer and that these things didn't happen. Upon reviewing my bank account, Stauer charged me for my order, refunded the amount, and charged me again for a higher amount without my authorization. I request a full refund of the amount that was charged on my account and to remove me from their platinum membership which definitely is a scam. I cannot believe they have used my credit card information to take money from me without me authorizing them to do so.

  

  Business Response

  Date: 12/08/2022

  To whom it may concern, 

   We do see an a pre-authorization on 12/6 for $150.16.  When the order was shipped on 12/7 the discount on the order was already ***** off the total and it was not eligible for a double discount.  Our membership program is not eligible for discounts.  We understand the concern and appreciate the information.

   

          On 12/8 customer did call in and have the membership refunded which was processed same day in amount of $126.88.  The customer service representative also, provided a courtesy refund of $50.00 which was done on 12/8.  This would give a total refund of $176.88.

   

         We have provided a resolution of the concern on 12/8 and consider this closed. 

   

  Thank you, 

  Customer Service Manager

   

  Customer Answer

  Date: 12/08/2022

   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:12/02/2022

  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.

  I have called and written to Stauer six times over the last four years asking to be taken off their mailing list and been ignored each time. This persistent marketing is irritating for me and has started to feel like harassment. For my elderly mother with dementia, its been more serious. In her lucid moments shes tried to be removed from the mailing list as well; in her less lucid moments, shes ordered more than she can afford simply because the coupons and catalogs keep coming. There needs to be a way to stop the onslaught. Thank you for your help.

  

  Business Response

  Date: 12/03/2022

  To whom it may concern,

   

  The account for ************************* was updated to a do not promote status on 11/3/2022.  It can ***********-8 weeks for mailings to stop.  I have forwarded your name to our marketing team to be sure it is removed from our mailing list.  Please notify us of your mothers name and address to be sure she is also removed from future mailings.  

   

  Sincerely, 

   

  Stauer Customer Service