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Brookstone Return policy
Posted by Wrighto on 05/23/2007

I have purchased products with many online companies and found their return policies to be fair until I purchased a product from Brookstone. If you purchase a product from Brookstone they will charge you for the shipping and then add on a processing charge. If you do not like the low quality item you received you will be responsible for the shipping charges to return the item. Most online companies will only charge you for the initial shipping and provide you with a prepaid return label if you do not find the item to be acceptable. Not Brookstone you will be charged twice for shipping if you try and return a product purchased from them. This can cost you anywhere from $40.00 to over $200.00 just for returning a product to Brookstone.

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Posted by rhondam718732 on 2007-05-23:
I have always had to pay shipping when I have sent items back. If you simply don't like the item/quality, that's your choice, but you should pay the shipping.
Posted by Anonymous on 2007-05-23:
Try making purchases in person at a store,that way you know what your getting.

Posted by Anonymous on 2007-05-23:
Shipping is on you, regardless of what you think of the quality.
Posted by wrighto on 2007-05-23:
rhondham718732 You obviously work for Brookstone this is your second reply you have left in defense of Brookstone on two different complaints. No one needs your biased opinion.
Posted by heaven17 on 2007-05-24:
Why is it 'obvious' that rhondham718732 works for Brookstone? I defend Target quite a bit (that pesky return policy gets 'em every time!), but I don't work for them.

Only in instances where the company sends you something other than what you ordered or if they send you a defective product should THEY pay for the return shipping. If you decide it's not what you wanted, though, it's only fair that the customer foot the bill.

And, no, I don't work for Brookstone either.
Posted by Simbabe54 on 2007-05-24:
Most companies require you to pay shipping when returning an item.The only company I know of that does not is zappos.com
Posted by wrighto on 2007-05-24:
heaven17 you need to get a life!
Posted by Justusryan on 2007-05-24:
Heaven17 needs to get a life because he/she is explaining why the rest of the world understands why you eat the shipping?
Posted by heaven17 on 2007-06-14:
Uh, wrighto, I have a life, thank you very not. As a matter-of-fact, I...uh...wait.
Damn. Where'd I put that life? I just had it here a second ago!
Posted by watching9167 on 2008-01-04:
Xmas 2007: Brookstones gift return policy is horrible and almost seems to be ilegal. My wife receieved a digital photo album from her employer as a Christmas present. It is broken. We tried to EXCHANGE it at our local Brookstones store for one that works. Mgr refused to exchange it since we did not have the reciept. I could understand if we asked for a refund but the fact of the matter is they sold a defective item. Only alternative I see is to contact them directly where I suspect they will force us to absorb shipping charges to return the $200+ item.
I will also file a complaint with the better business bureau since this is a Brookstones ONLY electronic device.
The mgr at the Danbury, CT store said Brookstones was recently purchased by a larger company and the return policy is new and is a directive from the new owners. Looks like Brookstones will be loosing customers quickly with practices such as that.
Fact: While having a debate with the store manager about how wrong it is to sell defective merchandise during peak season where gift giving is the norm another customer came in to exchange a Xmas present for some comparably priced item as it was a duplicate gift and she too did not have a gift receipt. I clearly could see her item was a Brookstone origianl as was the one I tried to return. She said she will have to upset one of the folks who gave her the gift when she requests a receipt which is clearly not what giving Christmas presents is about.
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Brookstone Return And Exchange Policy
Posted by Brookstone treated me horribly on 12/22/2007
SMITHTOWN, NEW YORK -- Brookstone's new policy which will not permit you to exchange a gift even if it is defective unless you have a sales receipt is totally inconsiderate. This is a ridiculous policy. I called cust service and was referred to a high level mgr named "Amanada" was extremely rude and inconsiderate. This is the holiday season you can't expect recipients of gifts to contact the giver and request a receipt.

Just 4 words says it all. DON"T SHOP AT BROOKSTONE. They are not concerned about the customer!
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Posted by Ponie on 2007-12-22:
Their website states very clearly that returns may be made within 30 days of purchase WITH a receipt. I don't feel their return policy is any different from other retailers. A receipient shouldn't have to contact the gift giver for the receipt. A considerate gift giver encloses a gift receipt. Are you sure this wasn't something that was re-gifted? :)
Posted by Ponie on 2007-12-22:
New way to spell recipient? It's late--I'm sleepy.
Posted by Principissa on 2007-12-23:
Agree with Ponie. How is this inconsiderate? They want to make sure you actually bought it at their store. These days you just don't give gifts without a gift receipt no matter how tacky you think it is to ask. If you don't than the person getting your gift or yourself will not be able to return anything.
Posted by jktshff1 on 2007-12-23:
what they said
Posted by watching9167 on 2008-01-04:
You folks have missed the nature of this persons complaint.
I just came back from the mall trying to EXCHANGE a defective Brookstone product. This $200+ product is manufactured specifically for Brookstones so there is no doubt where it was purchased. No one was pulling a 'fast one' on Brookstones. It was a Christmas gift given to my wife from her employer who did not include a gift receipt. The item is defective. There should be no problem exchanging it for a working model regardless if you have a receipt or not. If you bought a big whopper and discovered a huge bite was taken out of it (yes this happened to my son years ago) would you try to return the whopper to MacDonalds? No because MacDonalds doesn't sell Whoppers.
It is a bad policy especially for gift 'receievers'. I was not impressed with the Danbury store managers and they acted so defensive and were ready for a fight right from the beginning. I laughed when one mgr showed me the posted RETURN POLICY. I said it means nothing to me since I was not the person who paid for it. The itme doesn't work - please give us an exchaqnge! I also said the person who purchased it bought several items to give as gifts spending several hundreds of dollars at Brookstones. When this person is made aware of what happened will most likely not return to Brookstones which is one of their favorite places to shop.
Next time anyone is in Brookstones, notice the manufacture's label and before you purchase their namebrand product ask specifically about their EXCHANGE (not refund) Policy.
If you still agree with their policy then I hope someday you have to go through the same frustrating experience (battle) has those who have had to deal with their NO EXCHANGE without a reciept policy when trying to replace defective products (probably made in China).
Posted by jktshff1 on 2008-01-04:
watching, no one missed anything.
what part of no receipt, no return is not understood?
Was it purchased or stolen? A receipt can prove that and that's all the stores want.
It's really not that hard.
Posted by Anonymous on 2008-01-04:
So jkt, what are you saying, I don't think I understand?
Posted by jktshff1 on 2008-01-04:
Liddy, you're better than that. Good to have you back.
It's about responsibility, which I am sure you understand. PHD,MD, Masters, Bachelors, 3rd Degree or none at all
How hard is it to not follow & understand company policy? What part of company's policies are not understood? Ask if you don't know.
If you don't like it DON'T GO THERE, don't spend your money there.
You gotta receipt...no problem...ya don't "mission control, we have a problem."
People don't "have the time" to go thru all that...BS..I work too hard for my money not to check out who I'm giving it to.
RESPONSIBLE CONSUMER...that would solve a lot of problems.

Posted by Anonymous on 2008-01-04:
Well jkt, I think you have explained it well enough for a child to understand now.

Posted by jktshff1 on 2008-01-04:
bad thing about it, I don't think too many children visit this site. Maybe that's the problem.
Posted by Anonymous on 2008-01-04:
jkt, that was my point......
Posted by jktshff1 on 2008-01-04:
of course
Posted by silky99cat on 2008-02-08:
My complaint with Brookstone is not with the return policy. It's the fact that Brookstone sells crappy merchandise as gifts and then hides behind their policy to keep your money. Don't buy anything at this rip off store.
Posted by tringa on 2008-03-31:
I thought we were talking about exchanging defective products for ones that worked? Why would you need a receipt for that? And what part of the country do people enclose gift receipts 100% of the time?

They should gladly take back the broken product, say, "sorry for the inconvenience" and give you a new one, end of story. Unless they are going under any day, why wouldn't they want to? It is just sad and I am very confused by this.

Yeah, a place like Costco may be a big box but at least they treat you with a tiny bit of dignity. I do okay in life and am happy to give my money away for some fun gadgets. I was almost giggling at how crappy Brookstone treated me. Ah, well. If they'd rather have their product displayed in my trash barrels so be it.
Posted by yoke on 2008-03-31:
3 months later you want to return the item without a receipt? You just realized 3 months later it was defective?
Posted by smrtcnsumr on 2008-09-28:
the reason they require a receipt for all exchanges (even defective ones) is that the merchandise has a limited 1 year warranty.. they just have to make sure the "defective claim" is within the given time frame, hence the reason for a receipt to show the purchase date. this also prevents people from returning used items 2 or 3 years (yes, Brookstone carries the same items for that long!) after they bought it hoping to get a brand new one for free.
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Brookstone Return Policy
Posted by Flclsax on 01/09/2010
MERRIMACK, NEW HAMPSHIRE -- I walked into the Brookstone store in Strongsville, Ohio today to return a Christmas gift. I was armed with my receipt which clearly states on the back that returns can be made for a full refund within 30 days. When I approached the counter a very rude and disinterested store manager told me that she could only exchange it for an item in the store. I told her that was not what the receipt indicated and she said that was company policy. I was appalled at such a restrictive policy. Every store is offering gift receipts now to assist with return of merchandise.

This is unbelievable that they will not honor a legitimate receipt issued by them. I will be contacting the corporate office on Monday to file a complaint.
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Posted by Ytropious on 2010-01-09:
According to the website the item needs to be in new, unused condition with everything that came with it. If using a gift receipt you get store credit. Now, was the item new and were you using a real receipt or a gift receipt.
Posted by Anonymous on 2010-01-10:
I am with YT, you left out the important info. Was the item in new, unopened condition?
Posted by flclsax on 2010-01-10:
The item was brand new, in the box, returned to the exact store from which it was purchased. I really don't care what the website says either. The receipt has the return policy listed on the back and it says NOTHING about gift receipts. It clearly states that items can be returned within 30 days. When the policy is listed there why would I feel any need to check a website. Come on people, get a grip.
Posted by Anonymous on 2010-01-10:
Sounds like a legitimate complaint to a point. The company should have the rules regarding dift reciepts on the reciept as well. I mean with the economy, im noticing a lot of companies doing anything they can to keep a hold of their money. However, gift receipts are kind of a hassle because you don't know how the gifter PAID for the item. If they used their credit card, most companies would charge the purchase to the original card. If they paid with a gift card, then you would have gotten a gift card back. If it was paid by cash, then I would expect cash back for a return. Its a tough call.
Posted by Ytropious on 2010-01-10:
It sounds like you now know you were wrong. The website has the store policy, and I'm willing to bet it is somewhere inside the store too. Gift receipt = store credit EVERYWHERE. Learn the rules of retail.
Posted by flclsax on 2010-01-11:
I was in no way shape or form wrong. I read the policy on the receipt and it indicated an item could be returned within 30 days for a refund. Period! I checked receipts for Kohl's, Macy's etc and all clearly state their return policies on the back of their receipts so why can't Brookstone. When I was in the store there were three other people in the same boat as I was. So it can't just be me. If you do a Google search on this company's return policies there are many, many entries along this same lines. The "rules" of retail are flawed and always changing, how can anyone "know" them. Give me a break.
Posted by i_am_canadian on 2010-01-11:
Why don't you get a grip, at least they offered you an exchange.
Posted by Alain on 2010-01-11:
There's been a lot on the news lately about restrictive return policies. Weather it's right or wrong, it is definately something consumers should be aware (or wary?) of.
Posted by flclsax on 2010-01-12:
So I should get a grip for reading a return policy that was posted on their receipt, attempting to return a brand-new, unopened product, again, based on the policy they have written only to be met with an extremely rude and unhelpful manager who told me that there is another policy somewhere and I can't return the item. It is funny because one of the salesclerks told me that they go through this all the time. That tells me there is a problem.
Posted by Alain on 2010-01-12:
Might be helpful if you let them know you posted a complaint online, but it sounds like they don't really care. Obviously they've lost a customer. Seems like a store would want to increase customer service in this economy.
Posted by FlRichey on 2012-01-03:
I am with you. I bought my mother a pillow that I thought she would like for Christmas as she has some neck problems
Posted by Mark on 2013-04-30:
"Learn the rules of retail"???!!

Try this rule: The customer is always right. Why? Because if your customer walks away unsatisfied, you've lost them.

That's the old rule. The new rule is not only have you lost them but they will get on the internet, write about their experience and you will lose more customers-like me. No more Brookestone for me!
Posted by Kjo on 2013-06-19:
I had the same problem. I am no longer a customer and told all my family so they wouldn't have to experience the same thing. That's a lot of customers to lose bc you won't take back your own unused merchandise.
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Restrictive Return Policy
Posted by GW1 on 04/16/2007
Cannot exchange or return items without a receipt. If a gift is received and no receipt - the recipient of the gift is STUCK with the exact Brookstone product - their new policy states that no items can be exchanged unless their is a receipt. Please note - Brookstone sells their own branded products - it makes no sense why a gift cannot be exchanged for a different model or item.

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Posted by Sparticus on 2007-04-16:
Shows you how much faith they have in their own products... Thanks for the heads up...
Posted by Anonymous on 2007-04-16:
Lots of stores have the no reciept no return thing
Posted by Anonymous on 2007-04-16:
Blame the shoplifters for this.
Posted by Anonymous on 2007-04-16:
Also learn that no one will bend over the rules for you you are not any more special than other customers so either get the reciept from your friend or accept their policies. It was a gift, it's not like you had to pay for anything, you did not spend any money. I hope the person that gave you the gift sees your post and decides not to get you a gift next year because of how ungrateful you are for their gift. How rude to put that you are STUCK with something someone gave you on a business letter. I bet whoever reads this complaint will feel the same way about you. Not only do you imply you are "stuck" with the gift you also use captail letters to show how much you did not appreciate the gift that was sent to you by someone that cares for you. What a "great" way to show your thanks.
Posted by heaven17 on 2007-04-16:
It seems like a fair policy to me.
I imagine pretty soon most retailers will be adopting the same attitude because, let me tell you from experience, the criminals are out in droves and they'll rip you off in a heartbeat, not to mention all of the people who take advantage of liberal return policies.
Retailers know this and are responding in kind. The public has been spoiled by the "The Customer Is Always Right" mentality (Breaking news - it ain't true), and the wake-up call is starting to hurt.
Keep those receipts.
Posted by Anonymous on 2007-04-16:
I agree heaven17. Some no account know it all named Sam Walton (what a loser) thought the following -

"The greatest danger in emphasizing cost control is that of forgetting about the customer. Walton is well aware of this and has prevented it from occurring by making good customer relations the number one company priority. Wal-Mart Rule No. 1: The customer is always right. Wal-Mart Rule No. 2: If the customer happens to be wrong, refer back to Rule No. 1! "

Obvioulsy ya'll know much more about retail than Mr. Walton.

Posted by Anonymous on 2007-04-16:
Stew - Wal-mart does not follow that rule anymore because of people like GW1 who take advantage of that rule and announce it to every employee that works and uses it for stupid things.
Posted by Anonymous on 2007-04-16:
gb - That's why I agree with you and heaven. You guys probably know a lot more about retail than Sam Walton. I remember reading quotes from Sears (former number 1 in retail) and Montgomery Ward's (former top 10 in retail) execs from back in the day stating how disastrous Wal-Mart policies would be to the bottom line. I guess history proved them right, eh Ghostbuster?
Posted by heaven17 on 2007-04-16:
Stew, I wonder what good old Sam Walton's reaction would have been if a regular customer walked up to him and declared, "I'm going to take whatever I want today, and I'm not going to pay for any of it!"?
"Refer back to Rule #1."
Posted by Ponie on 2007-04-16:
'Brookstone sells their own branded products' Huh? I've been in their store at Troy MI's chic-chic Somerset Collection (too high-end to be called a mall!). It reminds me of an 'As Seen On TV' store--only higher prices. I've never seen anything in there that has a Brookstone brand on it, although I may have overlooked some of their products. FYI--they even sell refurbished products.

It comes back to no receipt--no exchange/refund. And that applies to the Rubik's Cube key chain for which they charge $14.99.
Posted by Nohandle on 2007-04-16:
GW1, I'm unfamiliar with Brookstone but you stated they sold their own branded products and I gather nothing else. Policies have changed for a number of reasons and some of our members have already stated them.

I have an aquaintance who works in a retail establishment and a man came to the counter with an item at about $100.00 and wanted his money refunded...stated his wife had purchased it. When the item was brought up in the computer, no sale had ever been made on that product. Yep, he had to have stolen it, and wanted a refund. Even if he had wanted to exchange it for something else, the fact was that item had no history of having been sold and incidently wasn't in the business anymore except for the one the man had in hand. (He had no receipt btw) When it was suggested his wife come it, that's the last the business ever heard on that one.

You and other consumers are paying for what others have done. Shame, but that's the way it is now.
Posted by Justusryan on 2007-04-16:
Sam Walton knew how to steal ideas, not his own thoughts!
Posted by doescustomerserviceexist? on 2007-04-17:
Thanks to scam artists, store policys are getting harder on the people who matter most the good ones. It's unfortunate, but true. I hope that the store offers a gift receipt like most stores with new return/exchange policiys.
I'd like someone from this store to post there exchange policy in detail to see just how unfair it may be, maybe it's not as bad as it's made out to be.
Posted by rhondam718732 on 2007-04-17:
When will these complaints end??? What is so darn dofficult about either refusing to shop at stores whose return policies you don't like and/or understanding that if you get a gift and no receipt you have to follow store policy and you are not "special."
Posted by wrighto on 2007-05-23:
I agree with GW1, Brookstone is one of the worst online transactions I have ever had. If you try and return a product to them because you find it to be of low quality you will be charged twice for shipping. Most online companies will charge you for the initial shipping and will provide you with a prepaid return label if you do not find it acceptable. Not Brookstone you can be out anywhere from $40 to $200 if you try and return a product to them.
Posted by Opus on 2007-06-05:
Just experienced the Brookstone "NO RECEIPT" return policy! I agree, if the item is a Brookstone Branded product (wireless outdoor speaker) then why wouldn't they be able to accept a reasonable return at the store managers discretion? This was a gift that I received for Christmas, I tried the speaker and it worked. It went back into the box for later use poolside which is what they advertise (not listening to your ipod while building a snowman). When we set it up last week, it worked, then it doesn't work... this is a quality/workmanship issue that Brookstone should address without question! Instead the store manager stands hard and fast to the policy with no ability to make a reasonable exception to their anti-customer return policy. Ihave a call into the District Manager and will update you when I hear back.
Posted by Opus on 2007-06-05:
By the way, I appreciate everyone that indicated that there are people out there that take advantage. I know people take advantage. My Mom tells me stories about what people try to return to Target'. I am NOT one of those people. The store manager needs some ability to make an exception when warranted. This speaker is in brand new condition and still in the box.
Posted by Sparticus on 2007-06-05:
My mom works in retail... I've heard plenty of stories about shady customers returning items after 6-12 months at her store. They are starting to crack down for the most part... but some still get away with it...
Posted by Opus on 2007-06-12:
This is a follow-up to my no receipt experience above. I contacted the District Manager who approved the exchange for a new wireless speaker without the receipt. Unfortunately I still have an issue with the speaker signal that I will need to pursue. So final word is thanks to the DM for coming through and accepting a reasonabl;e return based on the facts of the situation, however beware of this outdoor wireless speaker in general.
Posted by Jim500a on 2008-12-11:
A number of people here do not understand a few things.

First of all, it's nearly impossible to steal from a Brookstone store. The merchandise is often (not always but often) behind the retail area and is fetched by a salesperson. Also, there are employees milling about and anyone would be foolish to try to steal in such an open environment where salespeople and other customers can clearly see what you're doing. Also, many items are large--can you see walking out with a large box for an MP3 turntable???

Second, there ARE many Brookstone-branded products. Not all of them but many. And I think the point is that even if you have a Brookstone-exclusive product--no cannot return it without a receipt. HOWEVER, I just called and discovered that the receipt ALSO has to be within 30 days (although the manager I called was willing to make an exception and allow a >30 receipt to be used for another item but not for a refund. That seemed fair to me.

In general, the no-receipt policy does punish people who just don't keep receipts but it probably protects Brookstone from the problem that I think is their biggest: cheap (poor-quality) products and high prices. I think some people go there, buy a gift thinking it will make a great impact on the recipient, and the recipient doesn't like the product and/or quality and wants something different. I think Brookstone doesn't want to be in the business of recycling those products that were booked as a sale and then come back as a return. This may work for Macy's--but Brookstone buyers are probably buying "for the person who has everything" and such people are notoriously hard to please. Also, remember that all sales are mediated by a (I believe commissioned) salesperson. That salesperson's commission is tied to the sale and this probably wreaks havoc on the system when items are returned and a refund is requested.

Still, for unopened/like-new products, it's hard to believe that Brookstone can't offer, say, a 15% restocking fee as a slap-on-the-wrist to those without a receipt (and to preserve the salesperson's commission) but build good customer allegiance by allowing those customers to choose another product. I definitely agree that no refunds should EVER be provided to someone who has no receipt.

Remember, Sharper Image had virtually the same business model as Brookstone and is now essentially bankrupt. I'm sure Brookstone is fighting for survival.

Finally, would you want to use a massager that someone returned? Ick.

Posted by lobo65 on 2008-12-11:
I can honestly say that it never occurred to me to even ask for a refund from any business if I didn't still have the receipt. I just ate the cost, and chalked it up to carelessness at losing the receipt in the first place. Now I store them in a filing cabinet.
Posted by credence on 2010-04-30:
I guess none of you have ever heard of yard sales or outlet (all sales final) stores. Why should they exchange or return w/out a receipt? Do you think they WANT to be put out of business? If returns were accepted for any reason w/out a receipt I guess they would not need to bother having a
warranty on items. Get a grip people.
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No Return Policy
Posted by Visitor on 09/01/2012
LAS VEGAS, NEVADA -- Bought two three-packs of comfort socks at the store at the Galleria in Las Vegas. When we washed them the first time, they bled all over our laundry. Took them back to the store and were told they would not accept them back because they were personal care items and we did not have the original packages. Compare our treatment, which bordered on rude, with Bed, Bath and Beyond which accepts anything back any time without packaging and, as long as they have one on their shelves, without a receipt. We will never shop at Brookstone again. Most of their stock is personal care so they basically have a no return policy.
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Posted by trmn8r on 2012-09-02:
Personally, I find Brookstone to be quite a different store than BB&B, so I wouldn't consider them competitors. But as a consumer you have the opportunity to shop where you please - a very important power.
Posted by trmn8r on 2012-09-02:
Also, a store that accepts any item back at any time without packaging and a receipt is extremely rare. Such a policy appears to encourage fraudulent returns (not to say that yours was), which ultimately raises prices. I haven't heard of such a retailer. All I know about BB&B is the constant flood of coupons offering 20 or 30% off, which I find very odd. This means their normal prices might be out of whack.
Posted by FoDaddy19 on 2012-09-02:
Not surprising items like socks and undergarments sometimes a have a different return policy than say a TV. They really can't resell someone's socks.
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Poor Quality for Electronics Products
Posted by Neter on 01/25/2012
Our recent experience in Brookstone has been really sad. We have to return the our son's Christmas gift -- an Ipad controlled Rover, since he got another similar one. First we can only get store credit, not full refund. With the credit, we first bought TimeSmart Clock and two ZAPI Sanitizers. TimeSmart clock was initiallyt working fine, but is dead two weeks later after it fell over the night stand. We can not imagine that such a fall over on a soft carpet from a night stand will totaly damage the clock. For ZAPI sanitizers, We can never reliably get the ultra-violet and button light on and we have to push the button randomly multiple times to get it on. Even when ultra-violet light is on, the button light may or may not be on. When trying to return the product, the store sales said that it is a personal item and we can not return them! Finally we get iConvert photo scanner with the leftover credit, we only find the same poor quality: the scanner senser for feeding paper is tricky and unreliable; a normal photo always gets stuck during the scan; my XP windows machine can not reliably recongnize the scanner through USB cable.

After this series of poor quality expereince on Brookstone electronics, we will definitely stay away from Boorkstone and inform all our friends to do the same!
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Posted by At Your Service on 2012-02-01:
Overall good review. I can't blame a clock, however, that falls off a nightstand.
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Rude clerk
Posted by Keeney2075 on 12/31/2011
Rude and very rude clerk. I will never shop there again.
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Posted by trmn8r on 2011-12-31:
What was the issue being discussed, and how was the CSR rude?
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AR Drone problems with no satisfaction
Posted by Timcsloan67 on 12/26/2011
TAMPA, FLORIDA -- This was poorly manufactured. One of the motors does not work right out of the box. Inspection of the circuit board for the motor revealed really bad assembly, missing parts versus other motors.
This was a Christmas gift for the kids and great dissappointment for us on Christmas day. The next day Brookstone refused to replace or refund stating their policy requires the manufacturer handle this. I had asked about the return policy and it was not explained in the manner they are now saying.

So, Parrot wants me to return the entire unit rather than send a motor for replacement.

This further delays the gift for the kids. I am dissappointed in both Parrot and Brookstone, they are not taking care of the customer very well actually not at all.

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Posted by trmn8r on 2011-12-26:
Some items are like this - essentially not returnable.

What were you told initially when you asked about the returns policy? I wonder if you ran into a CSR unaware of the strict policy.

It really stinks that the item is brand new, doesn't work, and needs to be sent back. I guess you won't be writing compliments about it anytime soon.

Posted by macdave on 2011-12-26:
Depending upon the laws in Florida, if you purchased the drone in the store they should be required to exchange it for a working item. I believe that its called an Implied Warranty of Merchantability, in that brookstone took your money for the drone and is required to provide a working product to you at no additional cost. If you purchased online, then the drone purchase agreement listed by trmn8r above would probably apply, unless you signed something like this in the store.

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Unacceptable merchandise substitution
Posted by Raileys31 on 12/22/2011
On 12/3 ordered an 80 piece Big Art Set to be sent to my grandson who lives in another city (couple hundred miles away). On 12/20 he, or rather his Mom, received two 41 piece art sets instead of the one 80 piece set ordered. Do not like the meager assortment of items in the 41 piece set. However, it's now too late now to send my grandson another Xmas gift. Can't ask my daughter-in-law to take time out of her busy holiday schedule to get him a replacement gift, so she'll be giving him a 41 piece set as his present from Grandpa and Nana. Brookstone has no 80 piece sets available. The current on-line asking price elsewhere for the 80 piece set is $49.99 and the 41 piece set is $11.99. I can't return the items to Brookstone since I've never had possession of them Only concession Brookstone will make is refund of shipping charges. Do not feel Brookstone should be making a profit by sending out items that were not ordred nor wanted.
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Posted by trmn8r on 2011-12-22:
When you say all Brookstone will do is refund the shipping charges, do you mean that they won't allow you to ship this junk back at their expense for a full refund? That is what they should do!
Posted by Starlord on 2011-12-23:
Agreed, you did not agree to the lesser quality merchandise, and it is Brookstone's bad. I would not let them get away with this. However, it is not technically a bait and switch, but an unacceptable substitution for an out of stock item.
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Brookstone no longer backs up their products
Posted by Jimsocal on 11/12/2011
LOS ANGELES, CALIFORNIA -- I bought a "Smart Set" clock from them. The advert said that you would never need to adjust it for daylight savings time! Wow! Great idea! I bought it!

Then the gummit changed the law re when DST goes in and out of effect, and the clock, instead of needing to be adjusted never, now needs to be adjusted not TWO, but FOUR TIMES PER YEAR: Once when it automatically changes at the wrong time, then again when it needs to change but doesn't, then again at the next DST date. So FOUR TIMES PER YEAR instead of twice, the exact opposite of what the product promised!

I tried to return it and they said, "No, it's been out of warranty for over a year." I said, "But this is not a warranty issue, it's an issue of a faulty design and the product is obsolete after just 2 years!"

They said they "couldn't do anything about it". We all know that "can't" means "won't" and this is the disease of most modern companies. They are short sighted. Rather than say "Yeah, you know, you have a point. I'll give you $15 towards a new clock." Then I'd go in there, no doubt find something else to buy as well and instead of LOSING A CUSTOMER AS THEY HAVE DONE, they would be gaining a loyal customer for life!

But when a company does not stand behind its FAULTY and now WORTHLESS product, they are basically saying, "We don't care." And it is clear Brookstone no longer cares about selling good quality products, nor about keeping its customers.

Guess what, Brookstone? *YOU* LOSE!

I'm writing this all over the net, and am telling all my friends about how you don't stand behind your products. You must be Republicans! SHORT SIGHTEDNESS is the disease of our modern corporate world. I remember when at Brookstone, "the customer was always right" and they'd go out of their way to a) sell QUALITY products; and b) KEEP THEIR CUSTOMERS COMING BACK by promising to back up their products with liberal and sensible return policies.

Too bad. Another corporation gone the way of so many others: short sighted thinking, forgetting that return customers are their life blood. See ya later, Brookstone. Gee, I hope you don't go out of business!
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Posted by bcd on 2011-11-12:
Apparently the clock does not implement the changes that went into effect in 2007.

You can turn off the auto-set feature. Then you will need to set the clock only twice a year. It's not the best resolution but at least it cuts the inconvenience by half.
Posted by Crazyredhead on 2011-11-12:
It sounds like the clock is still doing what it is supposed to do, but due to circumstances beyond you and the companies control, it isn't. This is not the sign of a faulty or defective piece of equipment.
It sounds like you should be mad at the people who changed the law about DST, there the ones who have messed up.

I agree that this isn't a warranty issue but it also isn't a faulty clock.

I would prefer that they would just leave time alone, it really doesn't serve any purpose anymore, IMHO.
Posted by JayByJay on 2011-11-12:
"You must be Republicans!"

Posted by trmn8r on 2011-11-12:
This product is doing what it was advertised to do. There is nothing wrong with it.

It wasn't advertised to be reprogrammable.

I have a light timer that I bought at Home Depot 7 years ago. It has the same design. I can't go back to Home Depot and complain, because it is working the same way it did when I bought it.

Your suggestion that a company have "liberal return policies" is a very slippery slope, one that very quickly turns profits into losses. If people could return stuff that is still like new after using it for 1, 2, 3, etc years, there wouldn't be any companies left selling new merchandise.
Posted by Anonymous on 2011-11-12:
trmn8r + 100
Posted by At Your Service on 2011-11-12:
Amen trmn8r!
Posted by PepperElf on 2011-11-13:
it's not really about "standing behind a product" really. when it was made no one realized the government was going to change the laws.

and the stores can't exactly force the government to change laws ... or at least they shouldn't have that kind of power.

this is perhaps why i love my own clock radio... it's not calendar based, but rather radio-based. so it automatically changes when it gets told to by the controlling radio.
Posted by PepperElf on 2011-11-13:
BTW: Crazyredhead +++ (cos I can't rate your comment)

Posted by Mike in FL on 2011-11-14:
I have a clock just like yours and probably by the same manufacturer. As aggravating as it may be, I fail to see how this is Brookstone's fault. If you want to yell at anybody, yell at the US government for making the stupid changes in the first place.
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