Brookstone — dishonorable return policy!
I purchased a NapForm mattress topper at Brookstone. At the time of purchase I asked if it was returnable, since at over $300 with no way of trying it out, I said I couldn't buy it if I wasn't assured it could be returned. The salesperson said yes, within 30 days. When I did not like it (too hard, nothing special) and tried to return it, they refused to take it back, citing the back of the slip that said some personal care items are not returnable.
I have had my credit card company dispute this charge twice; each time Brookstone has replied with the same argument - that it is a non returnable item and the customer signed the slip - DESPITE being given other information from the sales clerk. I filed a complaint with the Better Business Bureau; they attempted twice to contact Brookstone headquarters and received no response, so closed the case. I also wrote to the President and Exec VP of the company and have received no response.
It appears from seeing other complaints that it is common policy for this company to show disregard for the consumer and practice unethical and irresponsible and arrogant behavior. It is not too hard to find companies with integrity and pride in what they do and who truly care about the service in customer service. Why would anyone shop at a company like Brookstone that clearly has no regard for the customer? Not to mention that they seem to have a pretty poor record of training their salespeople if they cannot be counted on to know the products and policies in their own stores!!
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