Brookstone’s earns a 2.4-star rating from 64 reviews, showing that the majority of gadget enthusiasts are somewhat dissatisfied with their innovative product offerings.
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no returns
I recently had a very poor experience with Brookstone.
I called the 800 numvber on the warranty card for a piece of luggage I'd received as a GIFT. As I had no reciept, and it was unlikely I could locate one from the gift-giver, I was told that no service, exchange or other assistance woould be forthcoming.
"So no receitp = no service, no help, no way, never--is that what you are telling me?" I asked.
"Yes." was the reply.
I will never shop there again. Try LL Bean if you want *real* service.
false claims on website product description
I bought the 15" Brookstone digital frame online. I checked out the manual on line and it was a Brookstone manual. The frame that I received was a Smartparts frame with a Smartsparts manual. This frame has different features that the 15" frame listed on the Brookstone website. The resolution of the frame that I received is different. The frame that I received does *not* have motion sensors turning it on/off as listed and accentuated on the Brookstone website. I have filled out product feedback three times, yet Brookstone fails to list my feedback which complains of discrepancies with the product that I received versus what was described on their website. All they have is *one* glowing feedback from a staff member. That should have sent off the warning bells for me, but I trusted Brookstone. That was my mistake. What is also so irritating is that due to their false claims on their website, I could not identify that the frame they sent me was the same Smartparts frame listed on Amazon.com and CircuitCity.com for over $120 less than the Brookstone price. I though I was getting a Brookstone brand frame with unique features not found on the Smartparts frame that I received or any comparable Pandigital and USA 15" digital frames.
I have three 10" Brookstone frames and two 8" frames. After this experience with Brookstone and their false advertising and subsequent failure to rectify the incorrect facts in their description of the 15" frame on their website, I won't be getting any more Brookstone frames.
Chrystie
uncooperative customer support
I was given an indoor radio controlled helicopter as a 50th birthday gift. The person who gave me the gift paid Brookstone additional money to purchase an extended warranty for the helicopter (Brookstone's Protection Plus). Attached to my gift was a gift receipt for the extended warranty and a brochure on the extended warranty plan. However, I was not given...
Read full review of Brookstone and 7 commentsbad service
My husband bought me the N*A*P pink slippers from Brookstone for the holidays. The right slipper was defective in that it made my right foot turn on it's side which caused pain in my right foot and knee. The left slipper was fine. We went back to the store with the receipt and the original packaging to ask for an exchange or refund. After explaining that...
Read full review of Brookstone and 3 commentsreturn policy / customer service
My Mom purchased a product on-line as a gift for me that I was unable to use with a cost of approximately $125. Because it was a gift by the time she gave it to me it exceded 30 days by a few days. Even though the product was unopened and still in its shipping packaging and I had the orignal purchase receipt they were completely unwilling to return it. They told me it was mine to keep whether I liked it or not. I mentioned to the manager that I had purchased one of their high end massage chairs last year for several thousand dollars and he could care less. Last Christmas they also gave me trouble on a Christmas return. I will never shop at that store again! Very poor way to conduct business. Be warned!
Maybe your mom shouldn't buy you crappy gifts.
so because you purchase a chair, they should break the rules for you? WOW, that's some ego.
software wont work
My parents bought the Brookstone Digital Keychain with Image Transfer 2.1 for my birthday. I'm fairly computer lit and I can't get past the initial setup. Wouldn't recmd product.
not compatible
Like the previous person my son received a gift of this item and we were horrified to find it does not work with Macs.
I have e-mailed Brookstone but so far have just received an automated reply. It seems extraordinary at this time to find a USB device that only works on one (rather inferior) platform.
Perhaps this device might serve as a doorstop?
scam return policy
Scammers. My wife bought me an expensive radio for Father's Day. Went to return it and was told "no" because more than thirty days had elapsed. (Note: Tiny little sign on back counter states this policy, but was hidden by shopping bag when we were making the return). My wife pointed out that she purchased it 32 days before Father's Day to begin with. Brookstone could not care less.
What's the most annoying is the special Father's Day packaging all around the box that say "DAD". If you want to enforce a 30 day return policy, then don't put out goods pre-packaged for Mother's Day and Father's Day more than 30 days in advance. It's deceptive advertising which leads the consumer to believe that the product would be returnable within a reasonable time after the given holiday.
Two store managers and three calls to Customer Service and these scammers just won't budge.
I will never purchase something from Brookstone again. Scammers.
It is your job as the consumer to ask about the return policy. It says 30 days on the bottom of the receipt. Just because you get confused when you see some fancy packaging doesn't mean you weren't 2 days late. Life sucks. Ask before you buy.
I purchased a transformer for a trip that DID NOT work. Brookstone will not let me return the item & has not even offered a store credit. I will never shop there again. I have spent a lot of money with them over the years as well. No More!
will not turn on!
For fathers day I recieved a Brookstone digital photo keychain. We could not download the disk and we have microsoft! so we went online and downloaded the softwear ourselves. After downloading we could only load 4 photos. then the 4 photos turned into a red screen. After charging the battery we unplugged from the computer and it failed to turn back on? We plugged back into computer and it turned on, but all photos were gone.
I will return this item.
Fathersday Flop,
Before disconnecting the device from your computer you need to follow the instructions on how to "Safely remove hardware."
This should correct the problem you are experiencing.
unfair return policy
Brookstone lacks customer service and could care less about their reputation in Greenville, SC. I purchased a tire gauge during the holidays for a gift. The actual gauge that my husband desired was out of stock; however, a Brookstone employee assured me that I could exchange the tire gauge for the re-stocked item when it arrived in their store. So, I purchased the tire gauge and told my husband that the gauge could easily be returned when the item was re-stocked. Also, the Brookstone employee indicated during initial purchase that it was a popular item and that they would be receiving more of the same item. I visited the store (after holidays) and still no tire gauge. So, I returned with my gift receipt and the unused gauge only to be told that it was over 30 days and that they would not take back the item. I might add, the store shelves were stocked with this identical tire gauge. I asked for a store credit and/or exchange - but they couldn't have cared less. I will never step foot in another Brookstone store. Beware!
Brookstone has made their return policy more lenient for people like you, but they shouldn't have had to. The policy was clearly posted several places at the register and on your receipt. The fact that you couldn't be bothered to notice that you only have thirty days to return or exchange your purchase is not a failure on their part, but on yours.
I have used this store several times and they have been extremely nice and helpful. I purchased two of the expensive cashmere overly by Tempur-pedic. I just contacted them again about purchasing another one and they no longer carry this item but the lady was extremely
nice and helpful once again.
digital photo frame incompatible with xd card!
I got the Brookstone 10 in My Life digital photo frame for Christmas. After several calls and emails I find out this photo frame is supposed to accept xD cards but the company can't tell me which ones are compatible! The have a list for the smaller frame but not the 10 in. What am I supposed to do just keep buying xD cards till I find one that works? I am TOTALLY dissatisfied with the company and their lack of awareness about their own product!
The frame is not compatible with type M or H xD cards. Switch to a type S card and try again.
I bought the 15" Brookstone digital frame online. I checked out the manual on line and it was a Brookstone manual. The frame that I received was a Smartparts frame with a Smartsparts manual. This frame has different features that the 15" frame listed on the Brookstone website. The resolution ofthe frame that I received is different. The frame that I received does *not* have motion sensors tuening it on/off as listed and accentuated on the Brookstone website. I have filled out product feeedback three time, yet Brookstone fails to list my feedback which complains of descrepancies with the product that I received versus what was described on their website. All they have is *one* glowing feedback from a staff member. That should have sent off the warning bells for me, but I trusted Brookstone. That was my mistake. What is also so irritating is that due to their false claims on their website, I could not identify that the frame they sent me was the same Smartparts frame listed on Amazon.com and CircuitCity.com for over $120 less than the Brookstone price. I though I was getting a Brookstone brand frame with unique features not found on the Smartparts frame that I received or any comparable Pandigital and USA 15" digital frames.
I have three 10" Brookstone frames and two 8" frames. After this expereince with Brookstone and their false advertising and subsequent failure to rectify the incorrect facts in their description of the 15" frame on their website, I won't be getting any more Brookstone frames.
Chrystie
Alice,
This product is compatible with all types of xD cards excluding M and H. These two styles are not backwards compatible in their architecture and the frame is not able to read them.
If I can be of further assistance please feel free to email me.
unfair returns policy!
Received a Brookstone Mini Charging Valet for Xmas. The item did not meet my needs so I decided to return it. The nearest Brookstone is about 45 minutes from my home so I made a special trip in order to make the return. I was outside the 30 day return period by a few days but figured they would make the return since I would be receiving store credit, not a refund. I presented the gift receipt and the unopened/unused item to the cashier and asked if I could return the item for store credit, acknowledging that I was outside of the 30 day time frame. Before the cashier could respond, the manager stepped in and told the cashier not to do the return, telling him he would "get in trouble" for processing it. When I attempted to explain my situation (live far away, can't use the item, just want to select another item from your store) I got the typical "policy handed down from corporate" line and was told that I'll "have to give it as a gift to someone else." Instead of making a potential customer happy and maybe gaining sales (I could have selected a more expensive item to use a store credit towards), Brookstone has ensured that I will never set foot inside one of their stores again.
I think a comment like "their store managers are rude and don't care" is absolutely horrible. Put yourself in their position. They are a corporation and have a written return policy, they are REQUIRED to uphold it. The return policy is clearly printed on the front and the back of your receipt. As far as a Christmas gifts go they even gave your extra time to do any returns or exchanges. I deal with rude customers everyday and trust me everyone has some excuse...I was in the hospital, I leave 45 minutes from here, my uncle died...I've heard it all but the reality is the return policy is what it is and employees can't risk their jobs to return something that is outside of the return policy...it's that simply. If you don't like the policy you should write to Brookstone on their website because the people in the stores are simply doing their job and how would you feel if this person lost their job in this horrible economy because they broke a company rule for you. That's exactly what your asking them to do...it's ridiculous.
So you wanted her to break the rules and potentially lose her job for...you? Someone who didn't follow the rules himself? Just because you want to break the rules, don't assume someone is willing to risk their job to "make you happy".
I agree completely! Brookstone's return policy is horrendous and their store managers are rude and don't care about good customer service. They all have egos that will drive all loyal customers away, FOREVER!
STAY AWAY! Their stuff breaks and they do not stand behind their products. PLUS it sounds like they're going out of business soon, so double reason to stay away!
no return allowed!
My husband gave me a temperpedic pillow for Christmas. Didn't want it since I had tried it in the past and not liked it. We had misplaced the receipt in the Christmas shuffle. They would not take it back even though it was unopened and in the Brookstone box. We have our credit card receipt indicating the store, price, date and register#. But that is not acceptable. Even after calling the company I have only had them repeat over and over no receipt, no return. That to me is not customer service. I will not shop there again and will make sure all my friends and family don't either.
Yeah, and I think you ARE a liar. Credit card receipts DO NOT show register number, transaction number, etc. Things retailers usually need for refunds. Deal with it! You messed up by losing your receipt...don't blame Brookstone!
Most stores require a receipt. Anything can be purchased on E-Bay or stolen for that matter... then trying to return it with no receipt they have a right to turn you away. I have worked retail before and i have caught people stealing and trying to 'return' the item with no receipt. Most people who get perturbed by stores return policies are people who have never worked a retail job in their life and don't understand. If that is their policy then so be it! No need to fight them. Give the pillow away to charity or a friend or sell it on e-bay for gods sake! Instead of taking it out on Brookstone, maybe realize that that is a POLICY for a reason.
terrible service!
I received a gloved ice scraper from my mother-in-law for Christmas. I was pretty excited, as it was from Brookstone and looked pretty cool. The first time I used it, the scraper broke. No problem, I'll just take it back and get store credit. WRONG. As I was approaching the store, in a mall, the manager was standing near the front. I told him that I needed to return an item that had broken on first use, and he, a little too close for comfort, asked me if I had a receipt. I told him that it had been a gift and that I was hoping for store credit (generous, I thought). He said "I cannot do that, without a receipt, but I will replace it." I said something to the effect that I didn't really want another one, and was surprised that store policy was to replace broken items, but not to give store credit (What's the functional differences?). He didn't really say much, just went over and gave me another one. At the time I had been working in the mall, and was wearing my work clothes. I wondered if he had suspected me of theft, from the way he treated me, I felt as if I had to prove that it had been a gift. He was quite rude, and so I decided to check up online about their return policy, with every intention of reporting the manager. Sure enough, they will absolutely accept NO returns without receipts. I found quite a few other complaints about Brookstone's service as well. So, the take away message is: BUYER BEWARE, BROOKSTONE DOES NOT BACK UP THEIR OWN PRODUCTS. The days of the customer being right are gone, welcome to a new Millennium where managers are rude to customers, where store policies are clearly in the store's best interest, treating customer's like criminals. I, for one, will never shop there again. I intend to inform my friends too.
scam and cheating!
My wife mistakenly ordered a $250.00 steam press (I wanted the pants press), so upon realizing her mistake (before it actually arrived at our house), she contacted Brookstone. No problem they said..refuse delivery and ship it back UPS. So we refused delivery and it was sent back to the manufacturer in November. After waiting a few weeks, we still did not have a credit on our AMEX card, so we called Brookstone. No problem they said, we will take care of it. A week goes by, no credit. We call again.
Now the customer service (I use that term loosely) representative says, and I could not believe what I was hearing... "we are too busy now, it will have to wait until after Christmas". Are you kidding me? Are they too busy to charge my credit card the minute an item ships? I don't think so. I was so upset, I demanded to speak to a manager, so on comes Travis to help out. After explaining my position, he agrees to credit my card. Another week goes by... and nothing. I send 2 emails to their customer service and all I have received back is a "we are investigating" reply.
It has not been over a month and I have had to file a dispute with AMEX. I am quite sure I will eventually receive my refund, but in this day and age where consumers have so many options and Brookstone has what I would consider over-priced merchandise, why would they allow such poor customer service? At this rate, they are sure to discover another American tradition... bankruptcy. And I will be there to pick through the carcasses that were once their stores. Good luck Brookstone, you will need it.
no no no.. if you refused the package, that messed up everything cause you never got the item so the transaction was never completed!
What you should have done was, get the item, take it to the store and you WILL get your money back! Thats what i did! They CANNOT refund you If they Do not swipe your credit card. Always always do everything in store, makes things a lot easier. This is NOT a SCAM. NO Cheating.
YOUR CREDIT CARD COMPANY SHOULD & WILL REFUND YOUR MONEY. YOU NEVER HAD THE ITEM IN YOUR HAND,IT WAS REFUSED AT THE DOOR MEANING NO SALE WAS COMPLETED! ALSO YOU WERE NEVER AWARE OF THE NO-RETURN POLICY ALWAY STATE THAT TO YOUR CARD COMPANY. THEY WILL ASK THIS DURING YOUR DISPUTE CONVERSATION. GOOD LUCK! & THANKS I'LL NEVER BUY AN ITEM FROM THERE AGAIN AS I WAS NOT AWARE OF THERE TACTICS.. THANK YOU.
KIM.
n-a-p blanket!
I purchased a N-A-P blanket/throw for my husband this Christmas from Brookstone. After opening the blanket we discovered it was too small to suit his afternoon nap on a couch purpose. I went to our local Brookstone store to exchange it for a larger size and was told no N-A-P products were returnable.
Nowhere on my sales receipt or the plastic case for the blanket is this policy stated. I was shocked and angry. I phoned the customer service number when I returned home and was told the same by one of their assistants. I insisted that if this indeed their policy, it must be printed or at least verbally given by a sales associate when purchasing the item. I will never shop in Brookstone again and I will go out of my way to discourage anyone from purchasing anything from their store.
you purchased a personal care item, this means its something that touches the body and therefore that makes it a non-returnable item because of illnesses and diseases that can come from others touching or using said item. blankets, pillows, trimmers and the like are all personal care and non-returnable at virtually every retailer.
This really is a B.S. policy, I just went tonight to return a Robe that I received as a gift w/receipt and was denied. Called corporate and am awaiting a call back "Not holding my breath!" Moving on to Regional/District Manager next. What if I opened it and it had a Tear in fabric?
return policy and poor customer service!
Brookstone has clearly declined over the year in their area of customer service. I recently returned a defective item after pleading with them to exchange the item. At first, I was told, "too bad the wheel fell off the day after you bought it." After pleading, I was if I paid the shipping back to them, they would exchange (we have no Brookstone store where I live). So I paid the shipping only to receive a gift card back in the mail. Not what I was told, but I was OK. So I went online and ordered a Spa Robe for my wife using the gift card. It was a "one size fits all" and nothing was said about this being on the exclusions for their return policy. The robe came in and was too small. When I called, I was told I couldn't return the item. No questions and no sympathy. I searched the web site again and all my paper work (receipts, etc.) for documentation thinking I must have surely missed this. Nothing except a broad disclaimer about "some personal items" and a pretty complete list of items without the robe on the exclusion list. After this experience, I will never shop at Brookstone again and advise anyone to make sure it is absolutely necessary before they do as well.
Soo...it's Brookstone's fault your wife is fat? You knew that when you purchased the robe! You don't buy one size fits all for overweight people! I am slightly overweight myself, and the robe fits fine. SO...really? Don't make your problem(or your wife's) Brookstone's!
I received a small piece of luggage from my parents for my birthday. They purchased the bag on Ocotber 5, and my birthday was November 20. The bag is just too small for me, so I called to get a return authorization number (stupid policy). I get the 'it's over 30 days' crap. I tried to tell them it was a birthday gift..."so what, you are stuck with the bag". This has got to be one of the worst companies I have seen in many, many years. Hope they go broke too. Last time me or anyone in my family EVER buys from them again. And I am now on a mission to find every blog and review site to tell anyone that is even thinking of buying anything from them that their customer service is the worst! This day and age you would think thye would be happy to help any customer who is not happy. They are working towards going broke! Couldn't be happier for them!
not compatible with mac!
For my birthday my children bought me a "my life - digital photo keychain". Apparently it works only with Microsoft and not with Mac. I e-mailed the company and asked if they could send software compatible with my Mac. I have received no word. I cannot return it because the kids bought it themselves and didn't keep a receipt. The fact is that it seems like a great product and I would like to use it. Brookstone has only to send software or trade the product to keep me as a happy customer...but they don't care. I truly believe that if a business doesn't care to please one customer, they will choose themselves over every other customer. This is very disappointing.
The complaint has been investigated and resolved to the customer’s satisfaction.
I have been trying since January to get a refund for some merchandise bought for Christmas gifts. The first couple months they told me they were backlogged with returns. Then they started telling me they had my return but were still backlogged with processing. then finally was told my refund would be coming soon. and now suddenly they say they never got my return. Which is b*ll, they verified more than once they had it. if they had at least said no and sent it back i might have tried to sell it, the items were pricey (not that there was any reason for them to say no!). some of the representatives i spoke with were pleasant but some were among the rudest and least helpful i have ever encountered. I do not recommend anyone purchase from Brookstone.
Requested an RMA for the iConvert product after product failed within 1 week of receiving product. Was told an envolope would be sent out to place on box it has been over two weeks all I have is a defective product! Verry poor customer service and aparently poor merchandise as listed by the recnt coments on this particular product.
My wife bought me a Brookstone watch winder to augment the winding operation of my Breitling watch (I also have a Sieko self winding watch). for Christmas. It seemed to be a good idea ... insure a self winding automatic watch is always well wound. The device itself works, ie, revolves in a circular manner for one hour out of four. However, neither watch get wound one bit ... the second hand still does not move on either watch when left in the device overnight. I tried to return the device to a local Brookstone store who would not take it without the original packaging and would also not take it as a defective device, ie, does not do what it is advertised to do. I called their headquarters and was told the same thing. I believe I am being ripped off, as I believe many, many others are in this matter.
I have purchased two different i pad cases at Brookstone 10 days ago. When I found out that the new I pad two was coming out tomorrow I called Apple and ask them if I am able to return my I pad for the new I pad II and they said yes and not only that but they were also going to take back my travel case for the old I pad even though I didn't have an original box for it. I was so happy that my money wasn't in waste so then I called Brookstone asking the same question for the bluetooth keyboard case that I had paid 100 dollars for and the silicon case and they said that they will not return it with out the original box. Who saves the box for everything when you actually like the product? I don't live in a mansion... I think in special circumstances like this Brookstone should have somekind of plan to protect their customers purchases. I mean who will go there and buy their product? I am not ever going to buy any accessory from there any more cuz they sure don't care about their customers as long as they are fine... Brookstone should realize that even though they are not losing money for this but in the future they are losing a customer who is able to purchase a lot more... Why waste your money... Go to apple store and buy your accessory from there cuz at least they care about their customer and are responsible for the products that they sell. I suggest Brookstone to do something about this kind of special circumstances... I wonder if the president of Brookstone has boxes for all his purchases at home...OH maybe he doesn't cuz he doesn't buy anything from Brookstone.
PRO FOOT AND CALF MASSAGER / Item # 651455
I ordered a foot massager via the internet and paid with PyaPal. They charged me two times ($654). After four emails and PayPal’s help, I received $327 back in my account. Three weeks later, I am asking when will the item be delivered. After five emails, the item has been canceled by Brookstone and I will have to order it again. BUT ! I still do not have my $327 back from them and the foot massager has gone up $100
All this time I thought I was talking to CUSTOMER SERVICE ! I was under the impression that customer service department was to help you and not fan the flames.
Brookstone Customer Service employees are to simply push generic reply buttons and not even try to help with a problem. This is by far the most frustrating and worst online experience I have ever had.
I am having the same problem! Still need software compatible with iMac desktop! All links are not working. Would be so grateful if anyone has found a solution.
I bought a Sona Pillow from Brookstone on the web. When I received it, I tried it out and it was horrible. It gave me a stiff neck, and my wife said I still snored. This was contrary to the ad. When I tried to return it, I was told they clearly state they do not except returns on personal items. This pillow is $129.00! I bought it based on prior quality of items from Brookstone. I was shocked at their policy. This is a high end store in which I have spent 1000s of dollars. Even WalMart knows that a satisfied customer is a return customer. I am buying two Temperpedic beds. The last one I bought from Brookstone. Based on their policy on returns,not this time. My new company for similar items is Hammacher Schlemmer. Brookstone has lost me as a faithful customer. I hope thousands of others join me in changing with whom you shop when they do not exercise a reasonable return policy.
I have loaded the software from both the disc and website and when I go to look at the pictures from the photo viewer my vista program automatically shuts down showing there has been an error. Has anyone figured out how to fix this? HELP!
My daughter bought me a Brookstone my life digital photo keychain so I could put pictures of her son (my Only grandchild) in it as a neat bragging tool. I have windows 7 & when I inserted the disc nothing happened, it did not install the transfer software and I have been searching for a solution online but have not had any luck. Most of the software I'm finding you have to pay for and am really not sure which one to use. Why should I have to pay for the software after she already purchased the product? I was surprised to see so many more complaints about the same product. I am very disapointed as I thought this was the neatest gift and was very excited to use it only to find out that I can't.
I purchased the "buds" sound isolating ear buds from Brookstone for $35. I came in with my Iphone informing the store at Dulles Town Center that I was looking for ear buds for my Iphone and I was told these were compatible. When I got home and tried to use these ear buds with my Iphone, they did not work. I went back to the store and they refused to accept the return. Of course, there was no indication prior to the sale that these would not be returnable. I left a message at the Brookstone corporate message center for the regional manager. It's been 5 days but I've received no call back. On the back of the Brookstone receipt, it says that certain personal care items MAY not be returnable. I would not classify ear buds as personal care items. For such electronic type items where compatibility can be an issue, they should very clearly mark these items as not returnable. I realize that once something like this is used, it cannot be resold without reconditioning... but that's what they need to be prepared to do.
return policy!
I purchased a battery-powered lighted wreath from Brookstone. I ordered clear lights, but the wreath that arrived had colored lights. I called customer service and stated that I had received the wrong item and asked if they could go ahead and ship out the correct item before receiving the wrong item in return. They stated that even though THEY sent the wrong item, they could not send out the correct item until they had received the wrong item in return. This was my first order with Brookstone and when I spoke to the manager I stated that if this was how they treated their customers when Brookstone made the mistake, then this would be my last order with them. The manger stated that he was sorry I felt that way but that there was nothing he could do. A company that cares about its customers doesn't treat them this way when it is in the wrong. I'll never order from Brookstone again.
Got this for Christmas. Broke in two months. We had the original box and packaging materials... But not the receipt. The item looked brand new, but the manager refused to exchange it, repair it or even make a call on our behalf to a supervisor. Brookstone is basically calling the customer a lair, if you think about this. It had their name on the product. It looked brand new. I had the original box. Yet, they need a receipt in order to accept responsibility to repair or replace a product that they made?
This is a very, very disturbing company. Check all these complaints folks. They are all over the Internet.
I received a gift this past Christmas and it was not something I could use. I had to drive a half hour to get to their store, only to be told they would not exchange it because I didn't have a "gift card" that I was supposed to receive with the gift. My boss purchased about 50-60 of this item and they were drop shipped to our office. Who knows if the "gift cards"
were even issued? Now I am stuck with an item I cannot use and I have no one to re-gift it to. This store has a rotten return policy. Their customer service department was no help either. I don't understand how a store with such a bad return policy can stay in business. Along with many others in this forum, I will never shop in this store again and will encourage others not to shop there.
Brookstone has to have a receipt for the product because you can buy brookstone products in outlets and on ebay, so how do they know if your not trying to scam them out of money?... so proof of purchase is required! Everyone should read the return policy posted in the store before buying a product they are unsure about! If the product breaks... Brookstone offers a protection plan so that once it breaks you return it to the company and they will fix it no questions asked... Please note that purchase of protection plan is still required to do the return, but you can register the protection plan with customer service and they will keep it on file for the life of the plan! So if everyone will just read before swiping the card then there will be no problems!
Brookstone will honor exchanges for defective items for 1 year. Its only fair that the customer supplies a receipt to show when it was purchased.
The same thing happened to me, only worse! It was a Christmas gift! I ordered three things over the phone from Brookstone. The Packing slip that came in the box listed all three correctly,---only instead of a Bar B Que Light I got SLIPPERS! I called and they said that I had to wait for them to send a special UPS tag. Then wait for UPS to pick up the box. Then, when they had received the box they would send me what I actually paid for and requested! But this was Christmas! All of that time would not work! I would then NOT have my gift in time. They were not helpful. So, I paid to return the box and slippers just so that I could get my correct order. I will NEVER EVER go to Brookstone or order anything from them again. It is very obvious to me that they feel that their mistake was MY fault, not theirs,---the customer, in their estimation,--- is always the one to rectify the situation. GADS! I wish someone had WARNED me about this company!
dishonorable return policy!
I purchased a NapForm mattress topper at Brookstone. At the time of purchase I asked if it was returnable, since at over $300 with no way of trying it out, I said I couldn't buy it if I wasn't assured it could be returned. The salesperson said yes, within 30 days. When I did not like it (too hard, nothing special) and tried to return it, they refused to...
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Brookstone phone numbers+1 (800) 846-3000+1 (800) 846-3000Click up if you have successfully reached Brookstone by calling +1 (800) 846-3000 phone number 0 0 users reported that they have successfully reached Brookstone by calling +1 (800) 846-3000 phone number Click down if you have unsuccessfully reached Brookstone by calling +1 (800) 846-3000 phone number 0 0 users reported that they have UNsuccessfully reached Brookstone by calling +1 (800) 846-3000 phone numberCustomer Service+1 (866) 576-7337+1 (866) 576-7337Click up if you have successfully reached Brookstone by calling +1 (866) 576-7337 phone number 0 0 users reported that they have successfully reached Brookstone by calling +1 (866) 576-7337 phone number Click down if you have unsuccessfully reached Brookstone by calling +1 (866) 576-7337 phone number 0 0 users reported that they have UNsuccessfully reached Brookstone by calling +1 (866) 576-7337 phone numberSales
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Brookstone emailscustomercare@brookstone.com99%Confidence score: 99%support
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Brookstone addressOne Innovation Way, Merrimack, New Hampshire, 03054, United States
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Brookstone social media
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Checked and verified by Andrew This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreJun 13, 2024
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People don't seem to understand that companies have to have policies and procedures for returns. It's business! No one is "out to get you". Brookstone shopper for life!
I Strongly AGREE! I tried to return an item only to be abusively treated by the onsite store manager, who told me that they are not giving cash credits due to too many people wanting to return defective items for cash refunds.
So you can get a Store Credit, but Who Wants THAT? Their stuff breaks, is cheap, and not backed up by their company!
STAY AWAY!