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Report: #297334

Complaint Review: Brookstone - Nationwide

  • Submitted:
  • Updated:
  • Reported By: Pikeville North Carolina
  • Author Confirmed What's this?
  • Why?
  • Brookstone http://www.brookstone.com/ Nationwide U.S.A.

Brookstone Guaranteed Christmas Delivery Internet Purchase Nationwide

*Author of original report: Update

*UPDATE Employee: Refund should show within 48 to 72 hours

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On 4 December 2007, I ordered a Charlie Weis Autographed Print from Brookstone online as a Christmas Present for a family member. The website said, If you ordered by 12 December 2007, it was a Guaranteed Christmas Delivery.

On 16 December 2007, I noticed my checking account (i used to pay with) had not been debited for the purchase. I checked my email for the confirmation information and checked the website for a status, there was no information available for my purchase. So i replied to the confirmation email inquiring about the status of my purchase. I also called (i had a feeling there was something not right). I spoke with a customer service rep, who said she would submit an inquiry to the vendor with whom they work with and get an answer to me NLT Tuesday 18 Dec 07.

On 18 December 2007, 7 Oclock at night, I still had no call back or email reply with the status of my purchase, to include my checking account still not being debited. I called the customer service number again asking: 1, why i had not been called back and 2, what the status of my purchase was. The customer service rep told me that they had not received a response back from the vendor yet. When they did they would contact me. She made sure to tell me it usually takes two weeks to ship and sometimes the vendor doesnt debt your account till after they ship the purchased item (weird, huh).

I explained to her how important this purchase was to me and to be sure to note that if i did not receive my purchase by Christmas (as guaranteed) I would be a very upset customer. She ensured me multiple times that it would be at my house by Christmas!

On 20 December 2007, I received a reply to my email from 16 December 2007. The email was just a use our website to track your order kind of email a cookie cutter kind of email. (which i would not have sent an email inquiring my status if there was anything on their website).

On 21 December 2007, my checking account was debited for the full amount, yet i had no response from any rep from Brookstone.

On 22 December 2007, I received an email from "Corey" a customer service rep, which read:
"Dear Customer,
Thank you for your inquiry. The items you ordered ship directly from the manufacturer. We received confirmation from the manufacturer that your order has been shipped. You can expect to receive your order by December 24th, 2007. Please let us know if we may be of further assistance."

I checked the website for the status and it still said no information available for my purchase, so I assumed (which I know I should never do) that my item had actually shipped.

On 26 December 2007 - note this is after Christmas! I still had not received my item. I called customer service again and expressed how upset I was. The rep told me that someone had signed for my item in NY (I live in NC)! The rep said he would get an inquiry in and get my purchased item to me. I explained to him that it was a moot point (Christmas was over). I did not tell him thought that I had to buy something Christmas Eve to make up for the missing present (my item). I could not have anything for my family member who traveled down to see us.

The rep then asked me in a condescending way "So you dont want the item now?" I said No, I would a full refund and the rep said that he would put that request in.

5 January 2008, I still have no Charlie Weis autographed print and/or my $165.41 (a full month after my initial purchase).

I contacted customer service again and was told the vendor does not work on the weekends, so he would note in the system again that I was requesting a refund.

The fact that Brookstone works with third party vendors is not the customers problem. They chose them; they should take upon themselves to ensure the customer is being treated fairly!

Crystal
Pikeville, North Carolina
U.S.A.

This report was posted on Ripoff Report on 01/05/2008 02:27 PM and is a permanent record located here: https://www.ripoffreport.com/reports/brookstone/nationwide/brookstone-guaranteed-christmas-delivery-internet-purchase-nationwide-297334. 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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REBUTTALS & REPLIES:
0Author
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#2 Author of original report

Update

AUTHOR: Crystal - (U.S.A.)

POSTED: Monday, January 14, 2008

10 January 2008, I received the picture that says scheduled ship date 31 December 2007. I called the customer service number to inquire why I have received this item I requested not to be sent and what my refund status was. The customer rep advised me that they would send me a return UPS sticker and gave me a RN number. I made sure to tell him that I expected my full refund still. The rep replied with of course, this was our fault.

On 11 January 2008, as you can see a representative replied to this report saying my refund should post in 48 - 72 hours. Can you believe it, THAT day the money was posted to my account! To tell you the truth, I am just happy to receive my money back. Seriously, thanks Brookstone and a special thanks to ripoffreport.com!

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#1 UPDATE Employee

Refund should show within 48 to 72 hours

AUTHOR: Brookstone Customer Service - (U.S.A.)

POSTED: Friday, January 11, 2008

Please accept our apologies for this mishap. When we were made aware that your order was shipped to an incorrect address, we placed a new order with the vendor. Because it takes two to four weeks for delivery, you had not yet received the product yet. We have now cancelled the replacement order and refunded your original method of payment. Again, we apologize for the inconvienence this caused you.

Thank you

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