Brookstone Complaint - The Worst Customer Service In The World: Hello Brookstone!
Brookstone is overly priced and tries to justify it with their "high quality goods and customer service". Nothing could be further from the truth.
I bought a $300 computer briefcase with removable roller wheels. 1 year later the roller wheels snapped off from normal wear and tear. I bought a replacement roller wheel and complained about the short life. They recommended an extended warranty. Bought that for about $10 on top of the roller wheels that costs $50.
Fast forward another year to 3 weeks ago. Roller wheels broke AGAIN. Now, I thought, I am so glad I bought the warranty. So I called it in. I was told to find my own box to mail back the broken wheel system and they'd send me a "gift certificate" so I can buy anything I want. I told them I don't want anything but a replacement wheel. The girl on the phone wasn't too bright. She said it will take 2-3 weeks to send out the card. Why so long? She didn't know.
Asked why they couldn't mail me a new set of wheels and she said "this is our way". Soooo...wait 3 weeks, wait for a trip out of town (no Brookstones in northern Vermont), find one and HOPE that they have the wheel device in stock. Hmmmm....
3 weeks go by and I call them to find out the status. Keep in mind I have a HEAVY load in my briefcase due to computer and other materials/supplies. Enough for severe back aches. Turns out they shipped it to an old address from 5 years ago even though the form I completed had the current address. They said they'd have to cancel the card and send a new one. I gave them the right address and asked them to get it to me before my next trip which is the next week. Was left a phone message to call them back because they had more questions.
When I called them back they let me know it shipped again...to the wrong address again. I was on hold with 3 calls over 40 minutes. It's gets worse but I am tired of writing about it.
I urge all consumers to avoid dealing with this company. They are just terrible.
Bill from Burlington, Vermont