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"I chose to order some Luminara candles from Brookstone on November 8th as their ad indicated that they would ship 11/20/13 and I wanted to have them for the holiday season. On 11/24/13 I contacted the company and was told they are now on backorder and wouldn't ship until 12/20/13. There was no attempt to contact me to inform me of the backorder. When I contacted customer service I received an automated response that they would reply as soon as possible, but two days later, no response. I reached out on Facebook and was told there was nothing they could do and offered up a minimal gift certificate for the inconvenience."
"Absolutely the worst retailer I've ever dealt with. Ordered an item which was never received after 2 weeks (birthday present). No email correspondence other than confirmation of the order. Finally go back and look and order was "cancelled" arbitrarily. Called customer service, sat on hold only to find out how very "sorry" they were, but that of course the item wasn't in stock and my order had been cancelled and they had "no idea" how I wasn't notified. Of course I wished I had checked here first as realistically I'm definitely not the first this has happened to. STAY AWAY FROM THIS RETAILER."
"Review of BrookstoneI have been a Brookstone customer for over 15 years, but after this I think I'll go elsewhere.Online Sales - Lousy recordkeeping and incompetent customer careIt has been 15 days of this silliness.Just today I spent 35 minutes with Brookstone (with the Credit Card company on the line) not to mention other calls to both Brookstone and the credit card company over the last few days. Over 5 hours in fact. They need to refund (actually remove the hold on my credit card) in the amount of $174.39 which is what the invoice says and what has been charged to my Citibank account. However they Brookstone insists they show $173.48 which is why nothing has been processed.How Brookstone's internal numbers show two different amounts is beyond me but the result is that I haven't be provided the refund.Spoke with Tammy, who elevated it to her supervisor Jamie. They promised to resolve it during during the morning call but nothing as of 6pm this evening. It has been 15 days of this silliness. I have been a Brookstone customer for over 15 years, but after this I think I'll pass."
"I also have had the same experience many here have had. The ONLY reason I chose to shop here is because someone gave me a gift card to this shop.#1. They ARE significantly overpriced.Now I have found that they are inept. I ordered the heart monitor watch a week ago. They stated that it is in stock and shipping is 5-7 days. I have called four times as my order number never can be tracked.No one has ever been able to tell me anything except, it is supposed to be shipping.After this 3rd call i did a google for reviews and see I should have never ordered from them. OH, I called back and apparently this rep sees that the order is canceled and they did not refund my Brookstone gift card, they kept the $50 dollars from it and failed to ever tell me ANYTHING! Pathetic."
"A word of warning: when you look at delivery options be aware that the shipping time DOES NOT INCLUDE how long it takes their crack fulfillment department to get it to the shipping dock! I ordered something (that was in stock too!) under the belief it would be shipped to me within 7 days...you guessed it: 7 days later they had not even pulled my order yet!Pathetic. It is no wonder these fly-by-nights don't participate in ResellerRatings - they would have to have a staff of thousands to field all the complaints!"
"Very poor service!!! Non-existent customer service. Reminds me of Jomashop.com. I ordered a foot massager. I only received a confirmation that the order was placed and then silence...I waited a week to ask for an order update and again SILENCE...Then I e-mailed them after finding out that my funds were withdrawn from my account, to see if it was delivered...again SILENCE. After, three attempts and no answer. I wanted a refund because I didn't know what was going on with the service or product. I needed to know the delivery status because I have three office business locations and I wanted to be able to schedule my day to pick up my order at one of the locations but NO SHIPPING UPDATE OR CONFIRMATION!!! I e-mailed customer service and REPLY AGAIN! I must've e-mailed them 5 times with no success or reply. If you want to buy a product and need service or shipping confirmation good luck! And their products are overpriced!"
"Beware. This company also lists their products on ebay. I did a "buy it now" purchase. It listed 10 items available with only one sold.. mine. Once the auction, I purchased from, ended it was immediately relisted. I waited nearly two weeks without receiving a tracking number or the product. I contacted the seller only to find out the order had been cancelled because the product was out of stock. They waited for me to contact them instead of contacting me as soon as they knew the item wouldn't be shipped. Nothing was offered to make this right. It's clear Brookstone doesn't care at all about their customers. I have yet to receive a refund. After reading all the negative reviews, I imagine I'm going to have to get paypal involved. I will never ever buy anything from Brookstone again!"
"I agree with other comments here, this store is the worst. Do Not Buy From Them. You have been warned. Ordered a tablet portfolio that said was in stock. Received an order conformation email within the hour saying the order had been placed. A week later there was no shipping notification. Went to the online order tracking and my order # came up as invalid. Called the customer service number and went through the automated order tracking system which also came back with order as invalid. Asked for an operator and it stated none available. Called back twice trying to reach an operator on the order tracking option, each time it came back a none available. Called back a third time and selected new order option. Low and behold someone picked up on the second ring!! After giving the order number, I was placed on hold for 10 min. Then was informed that the item was no longer available and the order had been canceled. What the _ _ _ _ ? You couldn't send me an email when you canceled the order? No status online ??? Only when I called a week later did I get an answer. No one available on the order status line, but sure as heck available to take another order. "
"The absolute worst online store experience I have ever had - and I do 90% of my shopping online. Their customer service is disgustingly incompetent and I will NEVER buy something from them again. "
"I ordered a lumbar support pillow from brookstone.com as a valentine's day present. It said on their website it usually takes 5-7 days for items in stock to ship, and this was listed as "in stock." I ordered on the 6th and hadn't received any email about it shipping or anything days later, so I checked online but my order number was coming up as incorrect or not processed, so I called. They didn't have the order number either, but when they looked up my info they saw the order, apparently it was being shipped from another factory to them(why was it listed as in stock?)and they had no idea when it was shipped from there or how long it would take, so they took my # to call me back with that info when they got it. They never called. I called back again (now after valentine's day) to just cancel since I had never heard back and was having such a hard time getting any answers. They said by now it had FINALLY shipped, this was a few days ago, they said I should have had it by yesterday (still no tracking # though) and surprise, still hasn't come. Last time I will ever order anything from here. Lied about it being in stock, never got a tracking number, taking waaaaayyy too long to ship and customer service never got back to me when I called the first time. "
"Horrible customer serviice. Trying to return an online purchase is a nightmare. Will never buy from here again!!!!!"
"I purchased 2 (two) hand-crank generators through Brookstone online. The items looked like little transistor radios and I returned them for an exchange which they did't want to provide but informed me I could return them for a refund and replace the order. I sent them back and the customer service representative kept placing me on long holds then coming back and asking for more information and telling me they had to received an authorization from the distributor who sent the radios to me from their warehouse. I purchased the item from Brookstone...BROOKSTONE owes (yes, STILL owes) me the refund - NOT the distributor!!! I was actually going to reorder the item I initially wanted, but there is NO way I will deal with this company again. I have been to their impressive looking store in Los Angeles, but I really have my doubts about their products and certainly don't care for their service tactics. Do NOT purchase through Brookstone - at least not online."
"Purchased Brookstone's top of the line wine opener about six years ago, and last week the unit broke in half. For the $65 I paid, I expected this product to last much longer. They don't even have warranty information listed for this product; only information on extended warranties. I posted two reviews on Brookstone's web site for this product, but neither of them show up. It appears that they are filtering bad product reviews from their site."
"Do not buy from this store, they have the worst customer service ever. After all was said and done, and the chair that we bought (a 3500.00 massage chair) finally was delivered, I got an email then a ph call from the director of customer service (Mike Hensen) whom after explaining to him what had happen. He finalized the call saying, "let me get your address, I'd like to send you something on the mail, so you can change your image of Brookstone" a few weeks later I receieved via UPS a catalog! LOL What a joke, I will never buy anything from this store again!"
"This is the "overpriced" store. Bad customer service. Bad return policy, Bad bad bad!Just avoid buying there and you will just be more satisfied.Bought an unsatisfying item from them. Could not get the money back....just a stupid gift card! Since everything they sell is crap....wont be very useful.They sell mostly useless gimmick,overpriced items. It is surprising this type of store can survive in our economy. It shows there are still plenty of uninformed people around, sadly! Buying there is agreeing to get taken advantage of."
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