Flag Brookstone Customer Service Review

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I am so disgusted and appalled by your company and the customer service that I am struggling to find the words to begin this letter.

February 15th, 2016 placed order number Seabrook Bed cappuccino king size. The next day I noticed I hadn�t received a confirmation email. I called your customer service department to inquire about my order on February 16th. During this inquiry, I discovered that the confirmation was sent to the wrong email address. We corrected the email address and the representative re-sent the confirmation email.

Upon receipt of this email, I notice the size of the bed was wrong as well as a missing apartment number from the shipping address. I called customer service again. This time, I was informed that due to the PayPal payment, I would not be able to revise the current order. I was instructed to cancel the order and in 3-5 business days, I would receive my refund and reorder. At this point, I was just annoyed, but I complied. I proceeded to cancel the order however, I informed them I would not reorder until I receive my refund which I was assured I would receive in 3 to 5 business days. Timing to me was very important for the receipt of this bed. My husband and I were due to complete the construction on our bedroom in a week. I purchased this early enough to have it delivered and put together upon the completion of the construction. After living extreme dust and other inconveniences, this was to be our refuge. Needless to say due to the many issues with this order my husband and I could dismiss from our minds the comfort of our new bed upon completion for the construction. Regardless of my follow-up, and due diligence.

The very next day (2/17/16) I received an email from your company with a tracking number. I called customer service again. This time, I was told that your inadequate staff did not send the message to the shipper until after the item was shipped. Yet another error made by your employees. I was then instructed to accept the shipment then send it back. I did as instructed.

After accepting the packages, I began looking into the return process. I was emailed one return label even though your company sent me two boxes. I called your customer service yet again, to get another shipping label for the second box. This call was placed March 2nd. Upon receipt of the second tracking number, I attempted to schedule a pick from my home where the bed was delivered with UPS. In order to do this, I needed to have an account number. I called your customer service center again. When I explained the entire situation I was told your company would schedule the pickup. The representative then asked, ââ?¬Å?Will you be homeââ?¬Â?. To which I answered, ââ?¬Å?What day?ââ?¬Â?.

She could not supply me with a date or time! I attempted to explain to her the lunacy of her question. How can I make sure I am home if you can't give a date or time window? She said she understood but this was all she could do. She went on to recommend dropping it off at a UPS location or leaving it outside for UPS to pick up. I went on to explain New York City living. This is a bus and train city and I cannot transport a 77lb box on the train or bus. I went on clarify how absurd it would be to leave a brand new bed still in the box on a New York City street or even in the hallway of my apartment building. She went on to say there was nothing more she could do. I was also told at this time that I would not receive my refund until your company received the receipt of the parcel.

After numerous phone calls I made to rectify your company�s countless errors, I realized your employees are incompetent and I filed a claim with Paypal. I explained to them that without a scheduled pick up time or date I could not assure that the packages would be returned. I went on to explain my need to reorder and how that wasn�t possible without my refund. I was then issued a refund and I reordered.

A few days later I received and email from Paypal stating if your company did not receive the parcels back my refund would be reversed. I called Paypal to remind them of the prior call I�d made, alerting them of your companies ridiculous shipping procedures. Now my refund has been reversed. I feel bamboozled into reordering. Your company issued my refund to get me to reorder then reversed it.

I am an avid online retail shopper with lots of friends that listen to my reviews on the items or companies I purchase from. Moving forward I will make it my life�s mission to make sure neither I nor my family and friends will NEVER order from your company again. Not only is your company and employees incompetent but you are deceitful misleading and unscrupulous!

Signed outraged by deceit,


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