Stauer, LLC

Initial Business Response / [redacted] (1000, 5, 2015/12/08) */ Consumer talked to customer service on 11/30/and was advised to return the watch for full refundDue to the busy season we are behind on processing returnsWe have gone ahead and processed the return before receiving the watch back, for a full refund

There was a system glitch where the order did not hold the discount code Customer was not charged and order was stopped We have contact the customer and have agreed to send her the item at no cost to her She was pleased with this resolution

Initial Business Response / [redacted] (1000, 5, 2014/10/02) */ All of our mailers and coupons clearly state, cannot use multiple offers on one orderHowever, we have left a couple messages for this customer to call usWe are willing to send her three $coupons and a free watch Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company is incorrect about the wording of their marketing materialsPlease see attached evidenceI have received a message from Stauer, however my return call yesterday went to a voice mailbox systemIf Stauer removes any excess charges to my credit card for the replacement earrings (negating the new $charge that I did not authorize) and sends me the watch, I will consider this case resolvedThe original damsel deco earrings had a discount of $which I was assured would be applied to the replacement earrings, which were $and should have come to only $42.50, leaving me with a refund of $49.85, not extra chargesI do not want any coupons at this pointThank you Final Business Response / [redacted] (4000, 9, 2014/10/08) */ We have refunded $and sent customer a free Advancer Hybrid watch

Due to miscommunication between Stauer, and the customer, we have refunded $back to Visa ending [redacted] yesterday It can take 24-business hours for the bank that holds this credit card to show the refund Per customer request we have also marked his account do not promote

Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ The customer has worked with the collection agencyHe has paid $for the product he has, and we have written off the $for product he did not receiveWe believe the customer is satisfied Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of 07/30/I have still NOT heard from the collection agency to notify my that the issue has been resolvedI hope to hear from them soon Final Business Response / [redacted] (4000, 9, 2015/08/10) */ We have contacted the customer again and confirmed that everything is paid in fullAll he would like now is an email and a letter with this in writing and we told him we could do this within hours from today

Initial Business Response / [redacted] (1000, 5, 2015/11/18) */ We have contacted the customer and agreed to refund her for the paintingShe wants the refund by check, so she has been advised this could take 3-weeks and she was ok with that

We do apologize that we missed the customer's email This is our response to him today:Thank you for your inquiryThis order is the automatic renewal of the Stauer MembershipWe do apologize as you should have been informed when you ordered your membership and on the letter you received with your membership couponsAdditionally a notification letter was sent to you days prior to this transaction which alerted you to the chargeThe letter stated if you do not wish to renew the platinum membership you needed to contact us by letter or phone to state you wish to not renewThis renewal has already processed and shipped outWe have process a refund back to your credit card for the membership, and the coupons that were sent out to you have been voided Your welcome to keep the catalog that is coming in the mail, but the coupons and discounts will now be removed and cancelled per your request.Customer has received a full refund of $which will show with the bank that holds his credit card in 24-hours This time of year due to sales and returns, the hold time will be longer than normal

We have been in contact with customer to advise we have contacted the collection agency and they have closed his account as resolved This is definitely a training opportunity for Stauer Per all the notes on his order it was clear that he never received the order and should not have had to pay for it

Initial Business Response / [redacted] (1000, 5, 2015/12/10) */ 12/8/we replied to the consumer by email, with attachments showing the dates and times we emailed him regarding the credit card declinesWe apologized for any inconvenience and offered to re-enter his order with expedited shipping and no shipping costs

I was thinking of ordering the glare-reducing sunglasses BUT on reading all the negative reviews I don't feel I can trust this companyToo bad, because it LOOKED like a good product at a good price that I planned to purchase as birthday and Christmas gifts Problems reported about timely delivery and returns/refunds make me even more apprehensive, as well as product flaws I am surprised that a respectable magazine like National Geographic to which I subscribe would promote this company

As my mother became elderly, she started purchasing things (especially jewelry) that she didn't need When she had a stroke about a year ago, I discovered that she had joined a Stauer "program" in which she purchased over a thousand dollars of jewelry (I also discovered that she was not paying her MasterCard bill) I found the boxes, the packing slips and the jewelry I called Stauer and explained the situation and requested to return the jewelry They refused, siting their policy of returns only within one month I feel that they should have done more to work with me; a partial refund perhaps? I feel that they made no effort to verify that my mother was of sound enough mind to join their "program" My mother passed away almost months ago and I can tell you that I would have much preferred to have part of that thousand dollars than to have the jewelry

Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ As a gesture of good will, we are giving the customer the watch freeThis order is shipping today overnight service Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the quick response to this complaint and thank both Stauer and Revdex.com for resolutionWhile nothing can give me back what was supposed to be a nice surprise, I do feel this response is more appropriate given the unfortunate consequencesI may reconsider willingness to resume a consumer relationship with StauerThank you all again

Initial Business Response / [redacted] (1000, 5, 2014/03/05) */ We have contacted this customer and resolvedThere was mis-communication with the $coupons he wanted to useA new order has been entered to send him free watches

Here some email correspondence we have had with this customer I believe the issue has been resolved with our company From: [redacted] [ [redacted] ] Sent: Thursday, March 09, 5:AM To: CUS-STAUER CUSTOMER SERVICE Subject: Re: order I will as soon as I get the real culprit to make things rightAnd if they don't contact me by tomorrow I will be reporting them and for sure let the Revdex.com know that u did nothing wrong Sent from my iPhone On Mar 8, 2017, at 11:AM, CUS-STAUER CUSTOMER SERVICE wrote:Dear [redacted] ***, Thank you for notification, we did receive the complaint from the Revdex.com and will notify them of your emailIf possible we would also like you to withdrawal the complaint as it does affect our ratings If there are any other issues that needs to be address, now or in the future please do not hesitate to contact us at the number listed belowWe very much appreciate your business and hope that you will remain a valued customer If you need further assistance, please email us at [email protected] or call Customer Service Administration toll-free at ###-###-####, Monday through Friday, 8:00a.mto 6:p.m., Central Standard Time Thank you, Stauer Customer Service###-###-####[email protected] From: [redacted] [ [redacted] ] Sent: Wednesday, March 08, 8:AM To: CUS-STAUER CUSTOMER SERVICE Subject: order I think I made a mistake....and I have tried to call but put on hold for too long I complained to the Revdex.com about a ring order I never got.....but now I don't think you are who I ordered it from it was confusing because it's the same ring that was in one of your catalogs you sent I am going to look into this further and then i'll get back to you I did order a ring and paid for it jan 23rd which I never received.....but i'm checking with the other company [redacted] This electronic communication is intended solely for the use of the individual(s) to whom it is addressedIf you are not the intended recipient, any further review, dissemination, distribution, or copying of this electronic communication or any attachment thereto is strictly prohibitedIf you have received an electronic communication in error, please return it to the sender and delete it from your systemThank you for your assistancell us why here

I purchased my first product, a watch, from Stauer, in Even though the watches and other products that I have purchased are not in the Rolex or Tiffany category, I have been completely satisfied with their products and services I recently called Stauer about repairing a watch that I had broken Even though the watch was purchased in and the warranty had long ago expired, the company sent me a new watch with a new warranty for just the shipping and handling fees

I just got hung up on by Stauers customer service line, whom clearly does not know how to handle an upset customerMy husband bought the Dearly Beloved ring set in for his proposal and our marriageNeedless to say both he and I are very angry and disappointedThe ring my husband ordered was unfortunately a size too big so when we got the chance, we went to go have it resizedThe gentleman at the jewelers yesterday told us if he resized it, the rings would be ruined as cubic zirconia can not handle heatStauer's webpage claims the stones in the ring to be a lab created diamondaura, but my jeweler is telling me otherwiseHe explained that when he tested my ring a diamond should shoot back the heat that is projected into it, and my ring did not even light up the toolStauer's customer service representative even went on to tell me there diamondaura is a diamond but a made up stoneHe was very rude to me and when I explained all I wanted was my husbands money returned to him, he said he couldn't as the warranty is expiredWhat does warranty have anything to do with refunding my husbands money back to himThe stones are clearly fake, the ring is chipped, and the band is turning blackI do not want a replacement ring as I am sure it will be the exact same one as the one I have nowI work in customer service and when I have an upset customer I do what I can to resolved the issueI do not hang up on them because I can't handle a distressed guestNow I am upset that my first set of rings in my marriage are fake, and angry that I got hung up on by a customer service representative who could not and would not help me resolve my issue or transfer me to someone who couldMy husband spent $dollars on a ring that we were told is retailed between $- $This is absurd, and I hope they contact me to resolve this issue

Initial Business Response / [redacted] (1000, 5, 2016/02/03) */ The refund check for $was a refund for the watch repair the customer paid forWe are willing to refund the original cost of this watch from also, however we show the price paid was $not $so we are going to contact the customer to resolved this refund Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have written directly to the chairman of the board of this unsavory and dishonest company three timesHe has never displayed the common courtesy to answer my letters and is now attempting to change the purchase price of the watch from $to $The principle of this itic and time consuming transaction is not money but rather simple honesty and integrityAs a long-time customer, I am livid and wish to register the strongest complaint with the Revdex.comSuch unsavory and dishonest actions do not bode well for consumersHow many other people have been cheated and deceived by this collection of rascals? I do not want to be contacted by dishonest and deceiving rascalsI want a fully operational replacement watch I suggest that you convey my great displeasure and disappointment to this dishonest rabble of troglodytes RN [redacted] , Ph.D Final Consumer Response / [redacted] (3000, 13, 2016/02/08) */ Dear [redacted] , I am very unhappy with Stauer company because I paid them for a watch and do not possess the watchI have no product but they have my moneyThat is not the way that legal business worksIt is called thievery and is illegalAs far as I am concerned, the Stauer company are simple thievesI will not stand for illegal chicanery and neither should the Revdex.com This case is not resolved and I am not satisfiedI have tried to resolve the issue in a civilized manner by writing to the chairman of StauerHe does not have the common courtesy or business acumen to respondThat is reprehensible Final Business Response / [redacted] (4000, 15, 2016/02/10) */ After further research customer was sent two refund checksOne for $which was for the watch repair and one for $which was the cost of the original watchBoth check #'s [redacted] and [redacted] cleared our bank on 12/22/

Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ We have contacted the customer and discussed the care of his watch. He really likes this watch and we agreed to replace it with a new watch. If this watch becomes tarnished again, we have agreed to replace it with a different watch within the... same price range Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/24) */ Thank you. Spoke with Stauer and everything has met with my satisfaction

Initial Business Response / [redacted] (1000, 5, 2014/08/17) */ We are trying to contact this customer to confirm refunds to be processedHe did call back and supervisor was not availableSupervisor called him back and left a 2nd message for him to call usOnce we do talk to the customer we are will ing to refund a total of $ Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've made calls to this individual...ALL without response-in the last daysMy messages all go to his voice-mail and die there Final Business Response / [redacted] (4000, 9, 2014/08/28) */ A supervisor was in contact with the customer on 8/19/and advised we were going to be refunding himThe customer agreed to the refunds and a check for $and a check for $were mailed to him on 8/25/

Initial Business Response / [redacted] (1000, 5, 2015/12/08) */ Today we replied to the consumers email with attachments showing the dates and times we emailed him regarding the credit card declinesWe apologized for any inconvenience and offered to re-enter his order with no shipping charge and to expedite the shipment with no extra shipping chargesWe are waiting for his response Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) My credit card was never declinedThe answer was not to my complaint Final Business Response / [redacted] (4000, 9, 2015/12/16) */ We have contacted the customer and advised to use our shipping label to returnHe agreed and we have refunded him if full $