On December 9th, I ordered a down pillow from Brookstone (marked in stock) through American Express, not a major item, but that is not really the point. It was for Christmas and in stock so it seemed safe.
By December 15th I did not receive the tracking number so I called and they said they would contact me Tuesday and let me know the status, nothing. Tuesday I called and they said they were concerned and said they would let me know Wednesday what the status was and again nothing again no email no voice mail, no follow up at all.
Wednesday night I called and spoke to the 3rd rep, I asked to speak to a manager, he did not address the request but interrupted me and asked for the order number. Then he put me on hold several times I demanded to speak to a manager, he said none were available, (which might explain the incompetence and lack of accountability in their customer service dept) and then when I said are you refusing to connect me to a manager he said no, I said then please put them on and he came back with none were available and let me know that that order takes 1 to 2 weeks for delivery so it didn't have to be here until December 23rd.
This was not on my order confirmation and if it was anywhere else I missed it and it was the first time I heard of it. It was an extra and meant to be funny for my wife, and maybe not doing what they say they are going to do, refusing to allow a disgruntled customer speak to a manager, and blowing off their customers is OK in their world, but I would never do business with them again.
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