Kay W.

A desk was featured on their website for $99.95. When attempting to check out, the shipping information could not be entered. When I reached out to their customer service both via email and phone to let them know item is being shipped a residential address in the U.S. so shipping should not be an problem, they stated they would fix the issue and then contact me when it has been resolved and price would be honored since it was in my cart. A few minutes later, I received an automatic email that reminded me to 'don't forget' to check out the items that were currently sitting in my cart. The first attachment reflects this. About three weeks later, after receiving numerous marketing emails from them (but no follow up email to the initial issue,) I emailed them again. I received the following response: 'Thank you for your email. Our team has fixed the issue and you can now check out. However, there was an error on the site so the price of 99.95 could not be honored.' Then they followed that up with an empty 'sorry for any inconvenience' cut and paste apology. I did speak to a supervisor who seemed like she was reading from a script with the same empty 'I'm sorry and I understand but there's nothing I can do' line. No, there is something you can do, honor the price and and not lie to the consumer. False advertisement is not a good look for any company. If Brookstone is adamant about saving a few bucks to renege on their promise, I highly doubt their business model will hold any water in the years to come.