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Report: #242385

Complaint Review: Brookstone - Merrimack New Hampshire

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  • Reported By: McAlester Oklahoma
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  • Brookstone One Innovation Way Merrimack, New Hampshire U.S.A.

Brookstone RIPOFF, dishonest and fraudulent, rude customer service Merrimack New Hampshire

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Brookstone Company that is basically in many malls and online is a rip off. We ordered their overpriced $40.00 soap dispenser as a gift.

It did not work correctly. So naturally we contacted customer service. She was rude and wanted to argue over it, they did not believe us and did not want to take it back. All we asked is that they replace it or refund the purchase price. It was a Christmas gift (more on this later) and we contacted them in January about it. They said they would mail a return label, which obviously adds delay time in getting it back to them as well.

We sent it back and waited for someone to contact us or refund our credit card. We never heard from them again!

I finally called in February to see what had happened and after waiting on hold for a long period of time, I finally was told that they had thrown the soap dispenser in the garbage!!! Okay, fine, naturally one would expect to receive another one or a refund from a large corporation??? Nope! Sorry about your luck. If they threw it away then to me, it did not work. The story actually gets better.

I was informed that when you return one of their products it must be in the same shipping box as when it was shipped the first time. Well, most of the time that would be fine, BUT, it was a gift. The recipient opened the package, opened the box up to pull it out and look at the gift, made some comments and set it aside. I am sure we can all visualize this as its fairly common at Christmas gatherings with friends and family. Naturally, another family member comes along later to gather all the wrapping paper and boxes into a big trash bag. So this was a big problem for them. I can't imagine we were the only ones that did not have the same exact box it came in. It didn't work anyway so what was the point?

Well, this is the learning experience with all you shoppers out there at Brookstone. If you return a product, and you will have a big fight getting this far, then the wherehouse determines if your product does work or does not work, they throw it away and you forfeit your purchase! I have never even heard of this. So, some guy, they never even mention his name in some wherehouse just threw the product away and your S.O.L. So even if it works, by their conclusion....even though you have paid shipping the first time, and in our case, the second to send it back because we didn't wait for the label to come, you can't even make a decision to pay shipping for the third time and use it as an example of why not to buy from Brookstone. They have thrown away the evidence, at least, according to them.

The best part is that they determined it was "excessive use" as well! I asked her how that was possible since it was within a month, month and a half total time, including shipping time that a defective product could have been excessively used??????????? She did not have any answers on many things. I think calling Aunt Sue would have produced more intelligent answers. Brookstone is happy to take your money but it is a BUYER BEWARE company and you are much better off purchasing from the other big corps out there that honor their products and allow you to return defective products and treat their consumers with integrity! Can you say Target, Wal-Mart, K-mart? At least they have fair return policies for our hard earned money.

Tracy
McAlester, Oklahoma
U.S.A.

This report was posted on Ripoff Report on 04/04/2007 06:50 PM and is a permanent record located here: https://www.ripoffreport.com/reports/brookstone/merrimack-new-hampshire-03054/brookstone-ripoff-dishonest-and-fraudulent-rude-customer-service-merrimack-new-hampshire-242385. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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