I recently order a itme from Brookstone online on June 7th 2010. The order stated it would be shipped no later than 24 June which not unsual due to the Fathers Day mail rush. However, when I check the order online my order number would not show up in their tracking database. I tried this several times and after being unsuccessful I called customer service to see if they could help me.
I was told by customer service that the item I ordered was on backorder not for 24 Jun but rather a new date of 1Jul. I asked the clerk where on the website did it ever mention anything about backorders; she tried to ensure me it was there but it is not. She also told me I was on some type of pecking order list and that will determine my shipment date. So now just because it states 1 Jul as the shipment date there is no guarentee it will ship.
This is ridiculas. I order a product and I expected it to be here on a certain date. So if you are ordering anything on Brookstone'w website I strongly advise you to call in to customer service and ask the availability of the item before you get roped in to their bad sales tacticts. I will stop using their online services period. If I need something from them I will just buy it in the store. I advise you to do the same.
Be advised..do not shop at Brookstone . Their 30 day return policy make it virtually impossible to return any Christmas gifts ordered. Then if you purchase online, they expect you to pay the shipping to return it back. The agents are RUDE and refuse to let you escalate or make any exceptions. I spent hundreds of dollars and they didn't care to listen or keep my business.
The My Life Digital Photo Album is a bad investement. It advertises to contain 4, 000 pictures but fails to include the simple fact that all these display in random order (verified with Brookstone Customer Service May 11). Totally stupid. It would be assumed at the minimum the pictures would appear in some relation to file name, date, etc. Yes, off my list of approved suppliers!
DO NOT BUY from Brookstone.com. I have never exeperienced worst customer service from anyone ever and I shop online quite a bit. I ordered a nap lite blanket online on 1/8/10. Seems pretty simple? One would think so. One item shouldn't be that hard to mess up. 7 days later, I receive a package from Brookstone. I open it up and it is an Adirondack outdoor chair cover. The packaging reciept says that it should be the blanket! So, I call Brookstone customer service, and explain the situation. The lady seemed to not really beleive me, but told me that I can take the wrong item into the nearest store with the packaging receipt and they will be able to exchange it for the correct item. I even asked her to check the store to make sure that the correct item was in stock so I didnt waste my time. I go to the store and the clerk was very nice, but says they are not able to exchange online items in the store. As I waited in the store as the clerk was talking to customer service, the blanket that I ordered was sitting on display taunting me. The clerk finally came back and apologized profusely and said that I had to send back the incorrect item and that Brookstone would email me a UPS label to send it back. So...defeated, I leave the store with the adirondack outdoor chair cover that I probably would never use. I send back the wrong item the next day and they finally receive it on 1/22/10. I do not hear a thing from them. I finally email customer service on 1/26/10 to ask what is going on and I get a response 2 days later that they are sorry for the inconvenience and to keep the wrong item and that the correct item will be shipped out. Umm, kinda hard to keep the wrong item, when they already told me to send it back. So, on 2/4/10, I FINALLY receive the correct item. I am just peeved that they send me to the store for their mistake which was a complete waste of my time. Then don't respond when there was obviously an issue with the order. It took a month to get 1 item along with calls and emails to customer service along with a trip to the store which got me no where. I like the product, but will NEVER buy from Brookstone again.
I purchased two xrocker sync recliners from the brookstone store in south coast plaza, costa mesa. The store manager told me take since they did not have the recliner in the store that they would return the recliners at no cost to us if they were not what we expected when they arrived.
The brookstone store shipped the two recliners to our home, and they were the cheapest smallest crap recliners I have ever seen, no wonder that they did not display the chairs in the store. I called to return the recliner chair as soon as I sat in one. Then I when on line and read the brookstone return policy and did everything to the letter of the policy.
I called and ask for a merchandise return authorization number they refused to give me one, I talk to a supervisor she told me I did not need it on large items. I was told to send the two recliner chairs to the returns department in missouri and they would send me a check amount of the purchase.
The cost of shipping the two recliner chairs to missouri by ups ground cost me $283.94 and guess what I have not heard from brookstone or receive a returned phone call yet. This all happened last year and brookstone is still not returning my phone calls or letters. The brookstone store will not do anything to help, they say it is out of their hands once it is shipped.
The Christmas holiday just ended and I decided I did not want a gift my parents gave me from Brookstone. I read their reciept and it indicated that the item could be returned within 30 days for a full refund with a reciept. I drove an hour to the nearest store in Ohio only to be told by the manager that because I had a gift reciept, I could only exchange the merchandise. I was appalled as the terms on the reciept made no indication that this was the policy. She said that it was on their website. Well why did I think there would be any reason to look beyond what it said on the reciept. I am taking it up with the corporate office on Monday. This is a ridiculous policy when every store is issuing gift reciepts at the holidays to make returns easier. This company should be ashamed of itself.
I received a christmas gift purchased from Brookstone, through Amazon. When I attempted to return it to the store for store credit the local store in the Gateway, Salt Lake City refused to process the return stating that it was Amazons problem and only Amazon can process the return. When I returned home and called Brookstone customer service they said the store was in error, BUT STILL REQUIRED ME TO SHIP THE PRODUCT BACK TO BROOKSTONE AT MY EXPENSE. Brookstone oreder number is [protected]. Account # is: [protected]. Please allow me to add I WILL NEVER PURCHASE A BROOKSTONE PRODUCT FROM AMAZON AGAIN and further will tell everyone I know what they can expect from this business relationship between Amazon and Brookstone should they every have to return merchandise.
I ordered their frog-o-sphere and all I received was a plastic tank, some gravel and a bamboo plant. I have waited three weeks and called customer service four times. Each time, they say there is nothing they or I can do, no one I can talk to and that I should just wait another two days and hope for the best. Oh, and since I set up the tank to keep the bamboo from dying, I can't return it for a refund. So $40 plus shipping has gotten me a $2 piece of bamboo and a dinky tank and gravel. I will never, ever, shop at brookstone again.
I bought some outside Christmas prelit trees to go by my front door after Christmas last year on sale...
Boo Brookstone! I purchased a Roomba iRobot vacuum for over $300.00. Product went bad, send to Brookstone for warranty repair or replacement. Received a letter back stating they couldn't fix it so here is a gift card. Only problem is they don't carry the item any longer. So I can't buy another one. I asked for a check instead of a gift card, so I could purchase a roomba directly from iRobot. They said no way, they were rude and unkind, from the store level right up through the warranty (protection plus) to the corporate customer service.
I asked them to send back my defective unit so I can send it to the manufacturer for repairs, they said no. Now I can’t buy one from the store, but they want me to go spend over $300 with them...not going to happen.
WARNING: Do not buy from Brookstone, they will keep your money and hose you by not standing behind their faulty warranty department!
I ordered the Igallop exercise machine at a sale price of 199. I received an email stating it was in stock and processing. Five days later I received a letter it was no longer available or in stock. I called the company and asked why, and they told me there was nothing they could do. They wouldnt even offer me compensation of anything.Very rude customer service, and was told orders are placed as they come in. If that was true, I would should have received my order as it stated it was in stock and processing. Of course they had the new model for 300.00 more and would not even offer a discount on that one. No customer satisfaction here.
Whoever is the new management at brookstone apartments is a liar!!! We woke up this afternoon with a gut...
I bought a pair of earbuds from a Brookstone airport store for a plane ride only to discover after opening the package (on the plane) that the things did not fit my ear. When I landed at Chicago airport, I went to the Brookstone store to get a different pair and they clamed that it is a product that can not be returned. Apparently there is some very small print on the back of receipt that states that some items called Personal Care Products are non-returnable. The store in Chicago claimed this is a personal care product !
So I complained to their online site and I include their response below - note that I gave them my name and full contact details and they still greeted me with a Dear Customer !
Arrgghh, I will not shop at Brookstone again!
---Response to my complaint:
Thank you for your email.
We are sorry that you did not receive the service you have come to expect from Brookstone.
We appreciate you taking the time to share your concerns with us and regret any inconvenience.
Brookstone.com Customer Service
I bought the 21 inch $200 carry on luggage on November and in January after two trips the seams started to...
I bought a Soma snoring pillow for my husband. He attempted to use it for only 10-15 minutes, and he couldn't stand to use it. Extremely uncomfortable, not usable.
I attempted to return it to the store for an refund or exchange, and was told that it clearly states in the store and on the recepit that there isn't any refund or exchange for personal care item. I DID NOT see any signage anywhere that says no refund about this. After reading the back of the receipt several times, in very tiny print and a very light color print, it did say that. But then, of course, I had already purchased it.
I called the customer help line and explained my dissatisfaction with the product, and was told by the associate"Kelly" that their policy is posted in the store. I wanted to lodge a complaint and she stated that someone would call me. Still waiting. It appeared as if she couldn't care less.
I will never go back to Brookstone and will tell everyone about the experience I had with them.
I purchased a $150 pillow that was supposed to help with sleep apnea and snoring. The pillow did not do either. I returned it to Brookstone and they refuse to give a refund and they refuse to return the pillow to me. They have scammed me out of 186.51 (including shipping). This company is a fraud and should not be allowed to get away with things like this.
Issue me a refund for the defective pillow! You can't have it both ways. You have the pillow and my money.
We received a Brookstone's wine opener from a friend of mine as a housewarming gift. She did fail to...
I recently had a very poor experience with Brookstone.
I called the 800 numvber on the warranty card for a piece of luggage I'd received as a GIFT. As I had no reciept, and it was unlikely I could locate one from the gift-giver, I was told that no service, exchange or other assistance woould be forthcoming.
"So no receitp = no service, no help, no way, never--is that what you are telling me?" I asked.
"Yes." was the reply.
I will never shop there again. Try LL Bean if you want *real* service.
I bought the 15" Brookstone digital frame online. I checked out the manual on line and it was a Brookstone...
I was given an indoor radio controlled helicopter as a 50th birthday gift. The person who gave me the gift...