YELM, WASHINGTON -- I'm a frequent shopper of Brookstone and have never had a need to return or exchange any item I've purchased. A friend bought me quite a few gifts from Brookstone for Christmas this year and 1 of them I'll never use. Knowing they have many other products I'd prefer to have I drove 50 miles, one way, to our nearest Brookstone store the day after Christmas to make an exchange.
Much to my surprise I was told an exchange could not be made without the gift receipt. I thought the customer service girl misunderstood me and thought I wanted a refund so I reiterated what I was there for. She didn't misunderstand me.. Brookstone does not allow exchanges without the gift receipt because it's 'Corporate Policy'.
Because I'm being forced to decide whether I should keep the gift, for my next garage sale, or tell my friend I really don't like the choice she made for me, I will NEVER shop Brookstone again simply because of their lame exchange policy. UNBELIEVABLE!!! Needless to say, I drove home really upset and could not believe a company I have always enjoyed products from would have a policy that was so customer UN-friendly! :-(
DAYTONA BEACH, FLORIDA -- We were given this product as a gift for Christmas from our next door neighbors. It lasted less than three months. We had the original box and the packaging materials and returned it to their local store here in Daytona Beach, FL. From outward appearances, the unit looked brand new.
The manager said that without a receipt of a "gift receipt" she was under strict orders not to accept any returns. She was incredibly inflexible and refused to make any calls on our behalf. She said "all purchasers were told to hold on to their receipts!" There are so many consumer friendly companies to do business with like Bed Bath and Beyond, Linens and Things, Lowe's, etc. There is simply no reason to step foot in a store like this. Buyers beware!
JERSEY CITY, NEW JERSEY -- I purchased this CD System on 1/15/08 and it stopped working that same day. I brought it back and they will not refund my 181.88, because I did not have the packaging. This has scam written all over it. Who keeps the packaging to a cd system. How was I supposed to know it was going to break that day. I called the Better Business Bureau, and filed a complaint with the malls management office, to make sure they lose their space in the mall.
They are sell overpriced garbage, and we should not have to take that as consumers. The dumb cashier, even had the gall to call the cops on me, because I wanted to call the district manager in the store. She wanted me to leave and call. Terrible, Terrible, Terrible. If you read this review, don't ever buy anything from Crookstone.
I have to say I bought an Air Walker for a Xmas gift for my husband in Sept. On Dec 25th he opened it for Christmas. Boy was it a piece of garbage and defective. I called Brookstone on Dec 26th and they said I could NOT return it at a store. I had to pay on my own to ship it back and then they will credit my account. I wasn't too happy after spending $50 the first time to ship and another $90.00 to ship back. Funny now the Air Walker was $159.00 and the shipping was $140.00 total. I have paid almost twice for this thing.
2 weeks after I sent it, I called to see what the status was and to confirm that they received it. They were not sure if they received it yet and then they told me that I was not getting my money back because it was more than 30 days. I explained I had spoken to another customer service rep prior and she told me something different. I asked for a manager to call me back, no phone call from Brookstone.
I waited a week and called customer service again. They told me, "WE will not send you money back. We will send you another piece of equipment" and that's all they will do for me. Which by the way I haven't even received the piece of equipment that I don't even want back. They won't give me a merchandise credit and they will not reimburse me for any shipping. I beg you if you HAVE to purchase something from Brookstone please know their return policy is horrendous and their customer service is much worse. I was in tears! I feel robbed! And I am out almost $300.
FLORIDA -- I placed an online order an tried to cancel the order by telephone from Brookstone because they did not honor a discount that was promised on the website. I called within 30 minutes of seeing the discount not honored on 12/27/2007 and Nicki said the order was cancelled. I followed up with an email. I received an email on 1/3 saying the order was already processed and too late to cancel. I telephoned and talked to Heather and then later to the supervisor Corey. Heather had told me the order would be cancelled by them by calling UPS and asking them to return the packages without delivery.
Well, that didn't happen. Corey said she would try to get the UPS lady for Brookstone to have a pick up done but it may take another 5-7 days for the pickup. I inquired about the email messages and was told there are only 5 people to respond to email messages that number in the thousands. What a horrible company to do business. I will never do business with Brookstone and will take every opportunity to share this story with an innocent consumer.
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 "**" 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!
NEW JERSEY -- 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 there 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.
MIAMI, FLORIDA -- When you buy from Brookstone, their special return policy is not posted next to the items it applies to. Seems like it should be easy to return an unused item with receipt within 30 days, but no. I confessed the truth, item had been taken out of plastic wrap and touched. Oh, the horror. Better just to lie when you call them. Very disappointing coming from such a well known company.