Brookstone Complaint - Non-Refund Policy - Simi Valley, CA store
SIMI VALLEY, CALIFORNIA -- On Oct 3, 2010, I purchased 2 helicopters for $50 from the San Diego, CA store, plus $3.99 for each extended warranty replacement plan. The San Diego store was very friendly and helpful and told me that after 30 days of the initial standard warranty, I can the exchange a damaged/defective helicopter anytime, as often as needed, for one year.
The helicopters were a lot of fun to play with, but after only 2 weeks, they weren't getting much lift. We returned them to our local store in Simi Valley, CA. The sales clerk at the time hassled me and questioned how these helicopters could already be damaged so quickly. There were no visible signs on them of abuse or damage. Regardless, we asked her to exchange them for new ones.
Those new helicopters, after approx. 5 hours of intermittent play, eventually had the same problems. Frustrated, I returned to the Simi Valley store to ask for a complete refund because I didn't want to have to keep returning every 2 weeks. The bottom line is that the products are poor quality.
Here's what I got from the store: Even though I was within the 30-day standard warranty and return policy, they will NOT refund my money but will do an exchange. Here's the kicker: the Store's policy is that ADDITIONALLY I will be charged $5 per helicopter every time I exchange them throughout the one-year Replacement Plan! (That might be okay if I only had to exchange them once, maybe twice in one year -- but every 2 weeks at this rate! Ridiculous.)
Despite my repeated pleas to refund my money - because I don't want the helicopters and the hassles anymore, incl. warranty, replacement or otherwise - the store REFUSED. I called the original San Diego store to let them know what happened and they were very supportive and said they would call the Simi Valley Store to try to convince them to refund my money.
As of now, the store manager of either location is supposed to call me to let me know the resolution. Answer me this, if you buy something like an MP3 player from, say, Target, and within 30 days, the player goes out twice and you decide you don't want to bother with it anymore -- should you be able to get your money back??
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