The complaint has been investigated and
resolved to the customer's satisfactionResolved Brookstone — bad service
resolved to the customer's satisfaction
My husband bought me the N*A*P pink slippers from Brookstone for the holidays. The right slipper was defective in that it made my right foot turn on it's side which caused pain in my right foot and knee. The left slipper was fine.
We went back to the store with the receipt and the original packaging to ask for an exchange or refund. After explaining that the right slipper was defective causing pain and suffering in my right foot and knee, the assistant manager said he could not do anything since the slippers had been worn.
We asked to speak to the manager of the store who was in the back. After she was told customers were waiting to speak with her the manager of the Brookstone in the Sherman Oaks Fashion Square Mall emerged 20 minutes later. We explained the situtation(that there was a defect in the right slipper) she said she could not refund or exchange slippers because they are considered a personal item. She could only take it back if, for instance, I didn't like the color and the package hadn't been opened.
We called the 800 customer service number while still at the store and they said they could not overide the decision made by the store. We requested that a regional manager call us back and no one ever did.
We had to go home frustrated and angry at the lack of customer care we received from Brookstone and the absolute lack of concern that they were sending home customers with a defective product without even trying to make the situation any better.
My husband and I have never experienced such unprofessional and horrible customer service in any store and will certainly not patronage Brookstone ever again.
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