Brookstone.com

Linda of Olympia WA (06/24/08)
6/03/08 4:30 PM PST I ordered two items from Brookstone on-line. Once the order was placed, I noticed that I was being charged very high handling and delivery fees. Within seconds, I called their 800 number and spoke with a woman, explaining that I wanted to cancel the order. I was told that the order could not be cancelled for at least an hour because it would take that long to get into their system. This didn't ring true to me, to begin with.

I called back the following morning 7:30AM PST, and was told that it was too late to concel the order, and that the items were already on the truck to be shipped. I contacted UPS, and they confirmed that there was no tracking number yet, and they did not have the order to ship yet. I called and emailed Brookstone back to request again that the order be cancelled. They said they could not cancel it, but that I could deny it when it arrives, but I will still be charged the shipping and handling fees of approximately 40. I acted in good faith by calling immediately, and they did not.

I had to take the packages to UPS to be returned, and the shipping and handling charges have been charged to my credit card. I want the shipping and handling charges reversed.

Dana of Bethel, CT January 23, 2008

Dana of Bethel CT (01/23/08)
We received a gift from Brookstone which was purchased online. Were told that it can only be returned within 30 days. After that, no returns! We were able to ship the product back that day for potential store credit. But shouldn't they accept an unopened, unused item back at least for store credit? Additionally, I returned the item, but the warranty that was purchased will not be refunded. Shouldn't I be allowed a credit on the warranty of the the product I am returning?

The warranty was 9 and the shipping I incurred to return the product was 7. Most importantly is this policy legal?

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