Brookstone Massage Chair Never Delivered
I ordered the Brookstone Massage Chair when it was the Today’s Special almost a month ago, and I have yet to receive it. I patiently checked for tracking updates on both my HSN app and via the website, and after getting flustered with lack of update, I called and emailed Customer Service. (The call was much easier, and it took an eternity to try to email CS with all the options on the CS tab.) I was happy to get some direction with the email response I received. Per this email, I was going to be contacted by a delivery company called Pilot to set up a delivery, and also included was Pilot’s phone number. I called them two nights ago and requested to set up a delivery since I was instructed to contact them if I had “any further questions.” The associate at Pilot was rather shocked that I was instructed to call them about delivery options because, according to her, they picked up the returned chairs–they did NOT deliver them. So it is 6 December and I have yet to receive my chair or get any updates on it. I do not know what to make of this and am only taking this route in requesting help because customer service on here is always consistent, honest, and helpful. I do not know what is going on, and I am leaning towards canceling my order because of how long this has taken. (I needed the chair following surgery, not in the midst of Christmas madness.)
Any update is greatly appreciated.
Oh gosh, I’ve never had problems, only with conveniently skipped return items not being credited back to my card even after I stabled all items sent in one shippin label, but the failed to refund me going back to hsn. I give tracming, shows it was returned but no credit
Once a month I go over the results vs the documents.
I hope u get it arraigned out soon
59-60. Ugh lol
Hi @literarystudy I am so sorry that you haven’t received any updates regarding your chair. I took a look at your tracking and found that your item was shipped via CEVA. It shows that it is still on its way to you. You’re more than welcome to give them a call at 404-890-1907 and provide your tracking number for more info and to set up delivery.
I hope that this helps!
Thank you (and to @hsn_ryan) for responding. I wish all HSN representatives were as professional and courteous and the representatives who actively participate in these forums. I just checked the status of the shipping. It has been out for delivery since 22 November, and given the high number of complaints (both on HSN and the Brookstone websites) about quality control, I would prefer to cancel the order immediately. Per the email I received, I understand there is a 21 day delivery window but when the item is this large and manufacturing and shipping originates from an entirely different country, I do not have the patience or stress level to have to deal with laggard tracking information, faulty delivery, or incorrect information that may have been relayed.
Please let me know if there is anything else I have to do on my end because this is very VERY disappointing. I would be more than happy to forward you the poorly response I got by email and look forward to having this matter resolved. Again, I thank you and Ryan for your prompt responses but have absolutely NO interest in receiving this item after seeing how long it’s been sitting in both ATL and CHS.
Posted in Customer Service
12.06.17 11:30 PM