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Brookstone Return Policy
Posted by on
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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Ytropious on 01/09/2010:
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.
Anonymous on 01/10/2010:
I am with YT, you left out the important info. Was the item in new, unopened condition?
flclsax on 01/10/2010:
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.
Anonymous on 01/10/2010:
Sounds like a legitimate complaint to a point. The company should have the rules regarding dift reciepts on the receipt as well. I mean with the economy, I'm 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.
Ytropious on 01/10/2010:
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.
flclsax on 01/11/2010:
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.
i_am_canadian on 01/11/2010:
Why don't you get a grip, at least they offered you an exchange.
Alain on 01/11/2010:
There's been a lot on the news lately about restrictive return policies. Weather it's right or wrong, it is definitely something consumers should be aware (or wary?) of.
flclsax on 01/12/2010:
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.
Alain on 01/12/2010:
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.
FlRichey on 01/03/2012:
I am with you. I bought my mother a pillow that I thought she would like for Christmas as she has some neck problems
Mark on 04/30/2013:
"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!
Kjo on 06/19/2013:
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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The Worst Customer Service In The World: Hello Brookstone!
Posted by on
Brookstone is overly priced and tries to justify it with their "high quality goods and customer service". Nothing could be further from the truth.

I bought a $300 computer briefcase with removable roller wheels. 1 year later the roller wheels snapped off from normal wear and tear. I bought a replacement roller wheel and complained about the short life. They recommended an extended warranty. Bought that for about $10 on top of the roller wheels that costs $50.

Fast forward another year to 3 weeks ago. Roller wheels broke AGAIN. Now, I thought, I am so glad I bought the warranty. So I called it in. I was told to find my own box to mail back the broken wheel system and they'd send me a "gift certificate" so I can buy anything I want. I told them I don't want anything but a replacement wheel. The girl on the phone wasn't too bright. She said it will take 2-3 weeks to send out the card. Why so long? She didn't know.

Asked why they couldn't mail me a new set of wheels and she said "this is our way". Soooo...wait 3 weeks, wait for a trip out of town (no Brookstones in northern Vermont), find one and HOPE that they have the wheel device in stock. Hmmmm....

3 weeks go by and I call them to find out the status. Keep in mind I have a HEAVY load in my briefcase due to computer and other materials/supplies. Enough for severe back aches. Turns out they shipped it to an old address from 5 years ago even though the form I completed had the current address. They said they'd have to cancel the card and send a new one. I gave them the right address and asked them to get it to me before my next trip which is the next week. Was left a phone message to call them back because they had more questions.

When I called them back they let me know it shipped the wrong address again. I was on hold with 3 calls over 40 minutes. It's gets worse but I am tired of writing about it.

I urge all consumers to avoid dealing with this company. They are just terrible.

Bill from Burlington, Vermont
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Brookstone Return policy
Posted by on

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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rhondam718732 on 05/23/2007:
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.
Anonymous on 05/23/2007:
Try making purchases in person at a store,that way you know what your getting.

Anonymous on 05/23/2007:
Shipping is on you, regardless of what you think of the quality.
wrighto on 05/23/2007:
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.
heaven17 on 05/24/2007:
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.
Simbabe54 on 05/24/2007:
Most companies require you to pay shipping when returning an item.The only company I know of that does not is
wrighto on 05/24/2007:
heaven17 you need to get a life!
Justusryan on 05/24/2007:
Heaven17 needs to get a life because he/she is explaining why the rest of the world understands why you eat the shipping?
heaven17 on 06/14/2007:
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!
watching9167 on 01/04/2008:
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 receipt. 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 losing 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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Rude clerk
Posted by on
NASHUA, NEW HAMPSHIRE -- Rude and very rude clerk. I will never shop there again.
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trmn8r on 12/31/2011:
What was the issue being discussed, and how was the CSR rude?
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Refused Refund on Product Returned in "New Condition"
Posted by on
I purchased a memory foam pillow while on vacation in New Orleans. I was told I could return the product by mail as long as I didn't open the plastic covering on the pillow. After testing the product WITH THE PLASTIC COVER ON AND UNDISTURBED, I decided that I didn't like the pillow. I called the company to verify that I could return it (at my cost, of course), and they said there would be no problem. I returned it within the 30 day policy, only to found out that the "Return Department" deemed it as "USED" and threw it out! Chances are someone in the return department decided they wanted a brand new pillow, because it definitely was not "USED". The plastic cover was never removed and though I attempted to explain this to the customer service department, they refused to refund the $100 I paid for the product. DON'T EVER BUY SOMETHING FROM BROOKSTONE. IT WAS THE WORST DISPLAY OF CUSTOMER SERVICE I'VE EVER DEALT WITH.
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Anonymous on 04/08/2010:
It's unfortunate that you were told multiple times that the product could be returned and the company did not follow through.

No offense, but I would not want to buy a pillow that was returned. Would you? You tested the product, and in my mind, that makes it "used".
Ytropious on 04/08/2010:
Isn't the plastic like a zip case, like the same type for blankets? I think you were given wrong information, I don't think they return pillows.
Soaring Consumer on 04/08/2010:
The fact of the matter is that they took the product back, kept it, and refused to return your money. Dispute the charges with your credit card company.
YunkaG on 04/09/2010:
Soaring is right - if they would not give you a refund then they should have returned the merchandise.
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Horrible Customer Service
Posted by on
On 12/9/09 I ordered a Wireless Baseball Scoreboard, and waited for it to arrive. today, after 10 days of waiting, I called to find out what happened to the order, since it was a Christmas gift.. I was told that the order had been canceled and the item was out of stock. I have my confirmation e=mail that the item was in fact, in stock when I ordered it. At the very least, someone could have sent me an email or called me that the item/ order had been cancelled instead of waiting so long. When I requested to speak with a manager, Josh told me they were all busy, and someone would call me back in a few days. UNACCEPTABLE!!! How can a company run business like this? I will NEVER order from this company again, and intend to tell everyone I know not to also! Its one thing to be out of stock on something, another to disrespect your customer. Brookstone, you have failed miserably, in this economy, do you really think you have the leisure to be this apathetic??

Madeline Maniscalco
Bay Shore
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Brookstone Extended Warranty Is $$$$ LOST
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Bought an air cleaner...Pure-Ion for approx $250.00 also purchased the extended warranty-my total purchase was $857.69. 9 months after purchase the unit smokes. When I took unit back to Brookstone with a copy of the transaction detail from the bank, Brookstone informed me that they do not keep any records past 2-3 months. They do not log the warranty in any system to track the warranty. I called the 800# and corporate said they don't retain records past 6 months. So I ask you--what is purpose of buying an extended warranty if they don't keep the records....NOT ME EVER AGAIN. In fact I won't spend another dime at Brookstone !
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MSCANTBEWRONG on 08/12/2009:
The extended warranty was in excess of the actual unit price? What a rip off!
BokiBean on 08/12/2009:
I'm sorry for your trouble but that is one of those things that you have to hang onto yourself. I'm surprised that you didn't, considering what you paid for it.

It would have been nice if the store had copies of the fact that you purchased it, but to expect them to keep up with it when you yourself didn't....
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Deceptive advertising
Posted by on
I purchased a toy helicopter at Brookstone and the salesperson convinced me to get an extended warranty as well, for an additional 5 dollars. Now that 35 days has passed, I find I can no longer return the product to the store for the replacement the salesperson told me I would be able to get (because I bought the extended warranty) - instead I have to spend time on the phone reading numbers off my receipt to somebody at Brookstone who then must receive a fax of the receipt itself before I will be given instructions on where to ship the broken helicopter before I can get a replacement. Of course I have to pay for shipping.

This extended warranty is nothing but a ripoff. Do not even consider purchasing it, and better yet, avoid Brookstone completely. They need to go out of business so that other people do not have to be frustrated the way it seems so many others have been, besides myself.
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Eloise on 07/22/2009:
What? It sounds like that there is a procedure to follow for a replacement and you don't want to do. Fax them the receipt. Mail it back. (In most cases you have to pay for shipping) And I bet you will have a nice new helicoptor to play with.
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Christmas Window Candlesticks
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Just after Christmas 2007, these attach-to-the windows LED candlesticks went on sale. I bought 14 of them. When they arrived, I left them in their boxes and put them away with our other holiday decorations.

In December 2008, we opened them, attached them to the windows, and discovered to our dismay that the 'natural' lights that came with them was too dull - so dull in fact that we couldn't put any other lights outside or it would have looked ridiculous.

Brookestone has white lights for them, so I called to order some. When they arrived, they didn't work, so we called back and after quite a lot of research told us they sent us 2008 bulbs and they don't work in the 2007 candlesticks! When I asked how to get 2007 lights, they said the manufacturer didn't have them anymore and we couldn't get them.

So, I said, we have candlesticks we can't use because of light bulbs no longer available, you won't give me the manufacturer's name to see if they have any more in stock, AND since I didn't even open the candlesticks until after we used them at Christmas and warranty was up, I have 14 candlesticks that cost a lot of money that I cannot use???

They said yes, they wouldn't return the 2007's and replace with 2008's. I am disgusted. I asked them to remove me from their mailing and online lists. I will NEVER buy anything from this company again.
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Bad Product Descriptions - Worse Customer Service
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Purchased a clock on line that had an AC adapter with it only to find out the adapter was only for the projector and the clock would run only on batteries that will need to be continually replaced. This did not meet the needs of the person I purchased the gift for. It was also supposed to be linked to the atomic clock yet the time had to be set manually which also did not meet the needs of the person it was purchased for. They packed the clock up and mailed it to me for return but I received it one day after the "generously extended" deadline of January 15th. I didn't even want a return - just an exchange for something that worked the way THEIR catalog described. Now I have a $150 paper weight.

A big warning to read the fine print carefully before considering a purchase from this company. I personally would never purchase from a company that profits from their own shortcomings and mistakes. They don't care about the consumer at all.
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Soaring Consumer on 01/16/2009:
If you still have the deceptive information, you can make this a bait-and-switch case.
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