Brookstone Terrible Customer Service Delayed christmas order, refused to speak to a manager, did not call back Clearwater florida

On December 9th, I ordered a down pillow from Brookstone (marked in stock) through American Express, not a major item, but that is not really the point. It was for Christmas and in stock so it seemed safe.

By December 15th I did not receive the tracking number so I called and they said they would contact me Tuesday and let me know the status, nothing. Tuesday I called and they said they were concerned and said they would let me know Wednesday what the status was and again nothing – again no email no voice mail, no follow up at all.

Wednesday night I called and spoke to the 3rd rep, I asked to speak to a manager, he did not address the request but interrupted me and asked for the order number. Then he put me on hold several times I demanded to speak to a manager, he said none were available, ( which might explain the incompetence and lack of accountability in their customer service dept) and then when I said are you refusing to connect me to a manager he said no, I said then please put them on and he came back with none were available and let me know that that order takes 1 to 2 weeks for delivery so it didn't have to be here until December 23rd.

This was not on my order confirmation and if it was anywhere else I missed it and it was the first time I heard of it. It was an extra and meant to be funny for my wife, and maybe not doing what they say they are going to do, refusing to allow a disgruntled customer speak to a manager, and blowing off their customers is OK in their world, but I would never do business with them again.

Alonzo
Largo, Florida
U.S.A.