Brookstone Customer Service Complaint - Brookstone Ships Products from Companies that no Longer Exist
MEXICO, MISSISSIPPI -- I purchased a Vector Air Pro Air Inflator from Brookstone. The item was received and appears to work fine. Enclosed was a 2-year Vector warranty card which I completed and mailed in to the provided address. That's when the fun began.
The card was returned indicating the address was not active and no forwarding address was available. When I tried to get a 411 operator to give me the telephone number for the company I discovered it was disconnected.
I called the Brookstone customer "service", assuming since they sold the product to me they would help in obtaining a warranty. I was informed that Vector was out of business (for the past six months) and warranty matters were now handled by Black and Decker. The Brookstone customer "service" operator had called Black and Decker and then gave me the number. She indicated she did not have the time to stay on the line and punch in all of the numbers and then wait for a response. That was my job.
After a long wait on the Black and Decker line I was informed by a customer service person that they had sold this company (Vector) to a company called EACCUS six months ago and I had to contact them directly.
When I asked both the Brookstone and Black and Decker operators why they were still shipping products with warranty cards that were six months out of date I received no response and was told that was my problem to deal with.
Now get ready for the kicker. When I called EACCUS I could not get through to an agent but the recording indicated if I was calling about air inflator warranties I should contact, guess who: Black and Decker.
So Brookstone won't follow up on the warranty for a product they sold to me from a company they knew no longer existed. I expected they would at least obtain the proper warranty address. Black and Decker tells me to get my warranty information from EACCUS. And now EACCUS sends me back to Black and Decker.
Shame on you Brookstone. You sold it to me with an outdated warranty card from a company no longer in business and put in absolutely no effort to resolve this when the problem was raised. I put this information into the communication box you provide on your Web site and have had no response.
So much for customer service.
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