“I had a similar experience to others here. I ordered a $20 product on sale for $10. Waited 3 weeks for it to arrive. It never showed up. My order had a status of "Processing" on it. I emailed customer service (I tried calling but their phone system was broken and wouldn't respond to my number presses). The following day they finally responded that the order had been cancelled because they ran out of stock. They had never contacted to let me know and instead just let me wait and wait, expecting it to arrive meanwhile they never had any intention of sending it, and forced me to contact them. I responded asking them to give me a nearly identical product they had for $20 at the sale price of $10 to resolve the matter after making me wait and handling the matter so poorly. They responded no, but would expedite the shipping of it if I wanted. No thank you. It's already 3 weeks late, and now they want me to pay double for the product, but are willing to try to ship it faster? I don't think so. Instead, they get a negative review. Smart Sharper Image...very smart. Fixing your online reputation will cost you way more than the $10 would have to resolve this matter and make me a happy customer.
Note: Staples once made a mistake with my order that caused them to ship it out 3 days later than normal. They contacted me to inform me it was going to be 3 days late and included a $10 coupon for anything in the store. Now that's customer service. That simple coupon kept me as a customer and has me singing their praises. Sharper Image on the other hand actually cancelled the order, didn't contact me to tell me they were cancelling it, didn't voluntarily offer any resolution, and finally responded 'no' when I asked them to honor the price on a nearly identical product. Baffling.
Funny part about it all, is one day they're going want to clean up their online reputation, and fixing the negative reputation from all these reviews is going to cost them way more than it would have to just handle the matters appropriately to begin with. Not to mention the loss of revenue from me and others that read the review. Their customer service department needs a serious overhaul. ”