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:11/10/2022
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 foolishly purchased an item from Stauer for a friend in late 2020. That was it. I then was notified in early 2021 about a membership renewal fee of $99.00. I knew nothing about membership, let alone a $99 fee, and didn't and don't want to be a Stauer member. I contacted Stauer early in 2021 and cancelled any membership. Today, 11/8/2022 I received a "past due notice" from Stauer for a membership fee due 1/3/2022. I called the company but they are closed. I also emailed them. I am shocked. They apparently are locking me into a secret auto-renewal and threatening my great credit. Their actions are unlawful. I need the fraudulent debt canceled along with auto-renewal notice. Stauer should be sued for their fraudulent practice. 11/9/2022- I had the miserable experience of speaking with a customer service rep from ********************** today, *****, and then with *****' manager, ****. Both were incredibly rude and unhelpful. ***** even yelled at me. I requested that **** have her manager call me. I'll see. I will never purchase anything from Stauer going forward.
Business Response
Date: 11/10/2022
To Whom It May *********************** contacted ******************* and discussed the service received and refunded $99.00 from her 2020 membership. She was happy with this resolution.
Thank you,
Customer Service Manager
Initial Complaint
Date:09/02/2022
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 8/28/22 or 8/29/22 I ordered 6 items from Stauer for a total of $135.97 including tax and shipping, after subtracting credits from the discount coupons. The order confirmation number is W3981141. On 8/31/22 my credit card was charged $488.42. I was told that was because I cancelled my platinum plus membership on 8/30/22, which was the next day after they accepted my order.They have over charged in the past by smaller amounts, and have not been consistent in their explanations when I ask different workers.Business Response
Date: 09/06/2022
To whom it may concern,
Stauer contacted ***** on 9/6/2022. ***** agreed to have his order replaced with 5 items.
The total for his order is as he requested at 135.97. He is aware that item ***** is not available or included with the order.
Stauer ****************Customer Answer
Date: 09/06/2022
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:08/31/2022
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 6-12-22, I purchased a ring for $112.97 and returned it within their 30 day return policy on 8-8-22. Their outgoing vocemail indicates returns are processed in ***** business days. Attemps to contact them by phone is impossible as I waited on hold for 48 minutes, to no avail. I sent several emails to customer service area with a response indicating received, someone will get back to you in 2 days. That never happenned. The last one was to the company President. Again same about 2 days response. On 8-25-22, I called and spoke with a CSR that told me returns can take 4-6 wks but could ***********-8 weeks, and after mentioning that an email was sent to the Pres. asked for **** tracking number to show receiving item. She then said she would put the credit thru now and to look for it in 2-3 days. Their is NOTHING on their website about returns or via their phone.Business Response
Date: 09/01/2022
To whom it may concern,
*********************************** called customer service on 8/31/2022 and was told he was refunded on 8/25/2022 in the amount of 107.54.
Stauer Customer Service
Customer Answer
Date: 09/01/2022
When I spoke with the person from Stauer on 8-31-22, I Indicated that I did'not see the credit to my MC account and she responded that some banks take longer that others for it to appear. As of a few minutes ago, another check of my account still does not show credit from Stauer. I would like to know the last four or even six digits of the account that the supposed credit went to.Business Response
Date: 09/02/2022
Hi,
The refund that was processed on 8/25/2022 went to a mastercard ending in x09467
Thank you,
Customer Service Management
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