My mother and I were shopping together and made our way into Brookestone to look at the new massage chair. My mother purchased the older model some time ago and wanted to sell it to me and get the new one. We decided to stop in to see if it was worth the price.
When we entered the store, there was no one in sight. We looked around for a few minutes and then made our way to the chairs. My mother sat down and picked up the remote when a very large man came screaming toward us, telling her to get up. She did so and he proceeded to scold her and tell her that a waiver must be signed in order to sit in the chair and he would have to operate the chair himself.
My mother, shocked at his tone, explained to the salesperson that she has purchased many items from the store including a massage chair and she has never had to sign a waiver nor has she been treated so rudely. She asked for the manager and he pointed to his name tag (which said Kurt/Manager). When my mom explained to Kurt that she did not want his help, but would like to look at the massage chair on her own, he threatened to call mall security. I was COMPLETELY SHOCKED! I looked at my mother and laughed and suggested we just leave.
My mother and I tried to file a complaint about the manager and found out that Brookestone has no customer service department. We both continued to call and email the situation to Brookestone who just completely ignored the situation. Finally, my mother got so angry that she began to try to reach anyone who would listen at the company and was finally told the Director of Customer Service was unaware of the complaint, there was no record of it and she would get back to us as soon as possible. We never heard from her but the General Manager of the store ended up contacting my mother only to tell her that Kurt was one of his best employees and he was surprised we had trouble with him. My mother asked only for an apology from Kurt and they refused.
I will never buy another product from Brookstone but my parents love their products. It's a shame they are so unprofessional.
Review about: Recliner.