My wife ordered a $250.00 digital steam press from Brookstone in November by mistake (we wanted the pants press). As soon as she realized her mistake, she contacted Brookstone who advised her it was no problem, simply refuse UPS delivery and they will ship it back.
So we refused delivery, it made it back to the manufacturer in 2 days and we waited for our AMEX card to be credited. This was at the end of November.By December 19, we still did not have a refund. We contacted Brookstone twice by phone to inquire about the refund.
On the last call to them, less than a week before Christmas, the customer service rep actually had the gall to tell us they were "too busy" and that we would have to wait until after Christmas to get a refund. I could not believe what I was hearing. I told the guy it takes 2 minutes to process a refund and that they had no problems finding time to charge my card the minute it was shipped. Further, if I returned it to a store location, would they not credit me right then and there?
I was furious and demanded to speak to a manager. The manager, good ole' Travis, stated he would take care of it. Well, obviously Travis is not very good at his job either, because it is now almost a week after Christmas, but they must still be too busy drinking left over egg nog to take care of that little matter of my $250.00 plus tax.
I sent two emails and all I got back was a "we are investigating your complaint" email. I filed a dispute with AMEX and hope to have this resolved soon, but I will NEVER buy another item from this company again. Unlike some other folks that had issues when they said packages were opened, etc., this box never entered my house and was returned within 2 days of shipping with UPS tracking confirmation.
Brookstone is just another example of poor customer service, trying to screw the little guy out of a few bucks with their usually over-priced merchandise. Nice to know they have so many extra customers that they can afford to discard those of us that have purchased from them in the past. But never again. I am through with them and you should be too. Buyer Beware-you netter like what you order or good luck getting the inept drones at Brookstone to refund your money.
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