Stauer, LLC

Initial Business Response /* (1000, 5, 2014/05/09) */
We experienced a system issue that caused this customer's account to be joined with another customer's account. All of this activity occurred on the 25th adn 26th of April. These orders were processed on Monday the 28th, and shipped the...

same day. We have put safeguards into place to make sure this does not happen again, and maintain the integrity of our custoemr database. We are trying to contact the customer to advise.

Initial Business Response /* (1000, 5, 2015/10/11) */
We have tried to locate this customer in our system by name, address, phone number and email address. If we could locate the account, we would be more than happy to get this open issue resolved.

Initial Business Response /* (1000, 5, 2015/07/30) */
The customer has worked with the collection agency. He has paid $139.23 for the product he has, and we have written off the $106.78 for product he did not receive. We believe the customer is satisfied
Initial Consumer Rebuttal...

/* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of 07/30/2015 I have still NOT heard from the collection agency to notify my that the issue has been resolved. I hope to hear from them soon.
Final Business Response /* (4000, 9, 2015/08/10) */
We have contacted the customer again and confirmed that everything is paid in full. All he would like
now is an email and a letter with this in writing and we told him we could do this within 48 hours from today.

We do apologize that we missed the customer's email.  This is our response to him today:Thank you for your inquiry. This order is the automatic renewal of the Stauer Membership. We do apologize as you should have been informed when you ordered your membership and on the letter you received...

with your membership coupons. Additionally a notification letter was sent to you 60 days prior to this transaction which alerted you to the charge. The 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 renew. This renewal has already processed and shipped out. We 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 $99.00 which will show with the bank that holds his credit card in 24-48 hours.  This time of year due to sales and returns, the hold time will be longer than normal.

Initial Business Response /* (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 /* (2000, 7, 2015/09/24) */
Thank you. Spoke with Stauer and everything has met with my satisfaction

Initial Business Response /* (1000, 5, 2014/10/02) */
All of our mailers and coupons clearly state, cannot use multiple offers on one order. However, we have left a couple messages for this customer to call us. We are willing to send her three $50 coupons and a free watch.
Initial...

Consumer Rebuttal /* (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 materials. Please see attached evidence. I have received a message from Stauer, however my return call yesterday went to a voice mailbox system. If Stauer removes any excess charges to my credit card for the replacement earrings (negating the new $99 charge that I did not authorize) and sends me the watch, I will consider this case resolved. The original damsel deco earrings had a discount of $56.50 which I was assured would be applied to the replacement earrings, which were $99 and should have come to only $42.50, leaving me with a refund of $49.85, not extra charges. I do not want any coupons at this point. Thank you.
Final Business Response /* (4000, 9, 2014/10/08) */
We have refunded $99.00 and sent customer a free Advancer Hybrid watch.

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 6 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 /* (1000, 5, 2014/03/05) */
We have contacted this customer and resolved. There was mis-communication with the $50.00 coupons he wanted to use. A new order has been entered to send him 2 free watches.

I was thinking of ordering the glare-reducing sunglasses BUT on reading all the negative reviews I don't feel I can trust this company. Too 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.....

Initial Business Response /* (1000, 5, 2015/09/11) */
We have tried to contact customer twice and left a message for him to contact us. He can use our return label with no charge to him for return postage and we will refund him in full the $98.95 he has paid for this item.

Initial Business Response /* (1000, 5, 2015/12/08) */
Consumer talked to customer service on 11/30/15 and was advised to return the watch for full refund. Due to the busy season we are behind on processing returns. We have gone ahead and processed the return before receiving the watch back,...

for a full refund.

Initial Business Response /* (1000, 5, 2016/02/03) */
The refund check for $26.95 was a refund for the watch repair the customer paid for. We are willing to refund the original cost of this watch from 2005 also, however we show the price paid was $99.00 not $195.00 so we are going to contact the...

customer to resolved this refund
Initial Consumer Rebuttal /* (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 times. He has never displayed the common courtesy to answer my letters and is now attempting to change the purchase price of the watch from $195 to $99. The principle of this itic and time consuming transaction is not money but rather simple honesty and integrity. As a long-time customer, I am livid and wish to register the strongest complaint with the Revdex.com. Such unsavory and dishonest actions do not bode well for consumers. How many other people have been cheated and deceived by this collection of rascals? I do not want to be contacted by dishonest and deceiving rascals. I want a fully operational replacement watch.
I suggest that you convey my great displeasure and disappointment to this dishonest rabble of troglodytes.
R. N. [redacted], Ph.D.
Final Consumer Response /* (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 watch. I have no product but they have my money. That is not the way that legal business works. It is called thievery and is illegal. As far as I am concerned, the Stauer company are simple thieves. I will not stand for illegal chicanery and neither should the Revdex.com.
This case is not resolved and I am not satisfied. I have tried to resolve the issue in a civilized manner by writing to the chairman of Stauer. He does not have the common courtesy or business acumen to respond. That is reprehensible.
Final Business Response /* (4000, 15, 2016/02/10) */
After further research customer was sent two refund checks. One for $26.95 which was for the watch repair and one for $99.00 which was the cost of the original watch. Both check #'s [redacted] and [redacted] cleared our bank on 12/22/16.

Initial Business Response /* (1000, 5, 2015/12/01) */
As a gesture of good will, we are giving the customer the watch free. This order is shipping today overnight service.
Initial Consumer Rebuttal /* (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 resolution. While nothing can give me back what was supposed to be a nice surprise, I do feel this response is more appropriate given the unfortunate consequences. I may reconsider willingness to resume a consumer relationship with Stauer. Thank you all again.

Initial Business Response /* (1000, 5, 2015/01/08) */
We have contacted customer and apologized for delays with Holiday shipping. He has been refunded in full and seemed to be satisfied.

Initial Business Response /* (1000, 5, 2015/04/14) */
IWE have contacted the customer and advised she has been refunded in full including shipping charges for a total of $261.95 and this refund will show with the bank that holds her credit card within 24 - 48 hours. We also advised that we have...

sent all of this product back to the vendor and canceled.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have NOT been refunded. I checked IN PERSON with the bank this morning to verify that there has been NO REIMBURSEMENT.
Although informed - on 4/14 - that I would be refunded in full including shipping charges for a total of $261.95 and this refund would show with the bank that holds her credit card within 24 - 48 hours - expected at the latest on 4/18 . . .
I have NOT been refunded. I checked IN PERSON with the bank this morning to verify that there has been NO REIMBURSEMENT.

Initial Business Response /* (1000, 9, 2015/01/26) */
We had some problems getting out shipment from the vendor. We finally received our shipment and this order did ship on 1/21/15. We have refunded $30.14 for the cost of the earrings due to this inconvenience for the customer. We are...

also trying to contact the customer to advise.

We have left a couple of messages for this customer to call us to resolve.  When order was placed we did match the $79 price and did not charge her $99.  We are willing to refund her shipping charges of $19.95

Initial Business Response /* (1000, 5, 2015/11/18) */
We have contacted the customer and agreed to refund her for the painting. She wants the refund by check, so she has been advised this could take 3-4 weeks and she was ok with that.

I purchased a Stauer Compendium Hybrid watch about a month ago. Apart from the fact that it takes a few days to figure out how to set all the functions of the watch, so far I am very satisfied with the watch and the price. I think the $14 shipping charge was about twice what it should be though.

We have refunded the customer $258.00 for her order.  We have also sent a complete new order at no charge.  The Director of Fulfillment watch them pick and pack this order to make sure it leaves out building in good shape.  She has also tried to call the customer 2 times and no...

answer.  After tracking the shipment of the new order this morning it was delivered today.