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Brookstone - Page 3

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33 Reviews & Complaints
customerservice@brookstone.com

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Bad Product Descriptions - Worse Customer Service
Posted by Dmr1243 on 01/16/2009
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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Posted by Soaring Consumer on 2009-01-16:
If you still have the deceptive information, you can make this a bait-and-switch case.
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Deceptive Return Policy
Posted by Ljm67 on 01/13/2009
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 know company.
     
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Posted by L&M on 2009-01-30:
based on the service level one must assume they are working to go out of business. I would not pruchase anything from them,
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Poor Customer Service - Iffy Product
Posted by Tccc on 01/01/2009
I purchased 3 of these (on line) - I downloaded photos to all 3 without exception - I charged all 3 without exception. On Christmas morning one of them did not work AT all - wouldn't turn on even after following the "reset" instructions in the manual. $36 product. I called customer service who said I could exchange them at my closest store - they didn't mention it was a seasonal store and when I got there it was closing and they had no product!! I knocked on the door to get the manager b/c the doors were closed. Infuriated I emailed customer service and so far I have only received their automated reply. Poor Poorer and Poorest. I will never order from Brookstone again - I feel they try to present themselves as a superior company with superior product but it is just posing.

I am also sad when I think about people that bought product at those stores that are temporary and can't return defective product!!
     
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Exchanges
Posted by RebeccaT on 12/28/2008
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! :-(

     
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Posted by Ben There on 2008-12-28:
Any store in a mall that has lots of small expensive gadgets also has lots of shoplifters - theory is that if they lose one customers instead of refunding or giving store credit for lots of items that were not paid for in the first place then they come out ahead.
Posted by Crown Jules on 2008-12-28:
Without a receipt or gift receipt, how is Brookstone to know that the item was purchased and not stolen? I'm not saying your friend shoplifted, but there is absolutely no doubt that others have. If they take back the item and exchange it for something else, they have lost the value of the item that was exchanged. Multiply that by possibly thousands of items that may have been stolen company-wide and that is a big hit to take.

I suggest you either re-gift the item or try to sell it somewhere like Craigslist.
Posted by tiboe on 2009-01-12:
unfortunately we do not live in a world where your word means much any more :( I work in somewhat of a retail world myself where a paperwork trail is imperative. without it businesses like brook stone would loose thousands of dollars to crooks. By the way you didn't think to phone the store before driving 50 miles. people just "lose" or "misplace" their proof of purchase all the time and then chew the company for not giving money back or exchange on merchandise or service that cant be proven was purchased in the first place.
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Return Policy
Posted by Bobbigr on 12/27/2008
Their return policy, is totally absurd, you cannot even do an even exchange for color or size without a receipt. You are stuck with over priced items that you can not exchange. DO NOT SHOP BROOKSTONE!!
     
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Posted by TGT101 on 2008-12-27:
Same return policy everywhere. You must not have been out shopping lately.
Posted by Mtn453 on 2009-01-08:
How about this... don't lose your receipt? ... if it was a gift, then ask for it from the person who bought you the gift. If you feel bad about asking the person who bought it for you, then you deserve the product of wrong color and size.
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The Worst Customer Service In The World: Hello Brookstone!
Posted by BillVermont on 06/11/2008
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 again...to 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's Failed Return Policy
Posted by Baah Ben on 03/21/2008
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 onto their receipts!"

There are so many consumer friendly companies to do business with like Bed Bath and Beyond, Linens and Things, Lowes, etc. There is simply no reason to step foot in a store like this. Buyers beware!

     
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Posted by Anonymous on 2008-03-21:
And you are special because?
Did you walk over to you neighbor and ask for a receipt so that you could return it?
After three months and they would consider accepting it for return with a receipt is very generous.
Even though it may have looked new, it was still used.
Contact the manufacturer.
Posted by heaven17 on 2008-03-21:
Oh, I get it. A company is only 'consumer friendly' when they give you what you want without question.
Interesting.
Posted by Anonymous on 2008-03-21:
The return policy sounds pretty generous. Three months with a receipt is a good thing. Robf is spot on. Thank the neighbors (again) for the gift. Tell them that (sadly) the item broke. Maybe they have the receipt. The original purchaser often carries more weight with a store than a 'gifted' party. Besides, it was a gift...you are out what?
Posted by Ponie on 2008-03-21:
What makes you think other stores have a more 'liberal' return policy? I'd be ashamed to try to return something that lasted 'less than three months' (so that means it was more than two months) without a receipt. OTOH, as Ghost states, it was a gift and you're out nothing.
Posted by PleasedAsPunch on 2008-03-21:
I had a similar situation when the new GE toaster I bought for my family for Christmas broke 02/28/08. (Not a product brand you would expect to break after three months!) It wouldn't stay down to toast when pushed, the latch mechanism was broken. Luckily, I had bought it from Walmart and was able to exchange it for the exact same model (even exchange) even though I didn't keep the receipt (because everyone was happy with everything after it was unwrapped on Christmas day, there was no need to keep it).

It is unfortunate that the honest folk, that have honest issues with defective merchandise, are the ones that suffer due to companies having learned from unscrupulous people to protect themselves and to view ALL customers as unscrupulous.
Posted by Baah Ben on 2008-03-21:
My point exactly...don't call nme a liar for $35.00
Posted by Baah Ben on 2008-03-21:
RobF - Contact the manufacturer? Brookstone is the manufacturer!

Heaven 17 There should have been no question about it....repair or replace it ..I has a 1 year warranty on it! And they made it! Brookstone

Dr J - What am I out? A item that is the responsiblity of Brookstone to fix. That's what a warranty is all about to most people.

Google...Brookstone Return Policy...Read the comments....

Are any of you by chance from New Hampshire?
Posted by smrtcnsumr on 2008-04-02:
Um Baah Ben, Brookstone does have a 1 yr limited warranty for items that fail to function due to electrical or mechanical failure..BUT this is preceded by the all important 30 DAYS W/RECEIPT (original OR gift).

You can't pick and choose what part of the policy YOU want to be considered. It is meant to be followed as a whole and not taken out of context.
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Garbage/will not refund
Posted by Wad on 02/08/2008
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 suppose 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 loose 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 gull 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.

     
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Posted by GothicSmurf on 2008-02-08:
How or why did you not have the packaging? Did you buy it and open it up and put the packaging out in the garbage just before the trash man came?

Did you keep your receipt?
Posted by Aerocave on 2008-02-08:
If they had to call the police to get you to leave, I have a feeling there is more to this story than "no packaging...no return."
Posted by Anonymous on 2008-02-08:
"loose their space in the mall" because they refused to break the posted rules of return for you? Seems a bit harsh, I don't think Brookstone is worrying about getting booted out anytime soon.

Question: Same question as Gothic?
Posted by wad on 2008-02-08:
I DID IN FACT THROW IT OUT THE SAME DAY, BECAUSE I JUST MOVED INTO A NEW HOUSE AND I WAS THROWING AWAY ALL OF MY PACKAGING FROM DELIVERIES OF FURNITURE, AND THERE IS NO MORE TO THE STORY, THE CASHIER CALLED THE COPS AS SOON AS I EXPRESSED ANGER, FOR WASTING $181.88. ANYBODY IN THERE RIGHT MIND WOULD OF BEEN PISSED OFF ABOUT THAT. AND WHO KEEPS THE PACKAGING? I WENT BACK TO WORK, CALMED DOWN, REALIZED I MAY NEVER GET MY MONEY BACK, WENT BACK TO THE STORE, ASKED FOR AN EXCHANGE, BUT ASKED HER TO TEST THE NEW ONE IN FRONT OF ME. SHE HAD TO TEST TWO DIFFERERNT CD SYSTEMS, BEFORE ONE WITH A GOOD SUB WOOFER WORKED. SO LIKE I SAID, THEY ARE SELLING GARBAGE. ONLY THE DISPLAY WORKS WELL SO THAT THEY CAN SUCK THE CUSTOMERS IN TO SCAM US INTO BUYING IT. AND THEY NEED TO LOSE THEIR SPACE IF THEY ARE BRAGGING ON THE RECEIPT ABOUT WINNING JD POWER AND ASSOCIATE AWARDS FOR OUTSTANDING CUSTOMER SERVICE. I HIGHLY DOUBT THAT. I CAN SEE IF I CAME IN A YEAR AFTER I BOUGHT IT. IT BROKE AS SOON AS I HOOKED IT UP.
Posted by wad on 2008-02-08:
AND OF COURSE I HAD MY RECEIPT?
Posted by Anonymous on 2008-02-08:
Please stop yelling. Are you saying that they replaced the player? If so, I don't understand why you are so angry.
Posted by HKong on 2008-02-08:
Actually a lot of people keep packaging in case they need to return something. In your situation I can understand why you threw yours out. That is a lot of money to spend for something to break so fast. Since you had your receipt they should at least have told you about an exchange the first time you went there.
Posted by horrible_sanity on 2008-02-08:
i deal with returns all day and every place ive seen requires orginal packaging for a return because if they send the product back without it they cant get any money. and if you where yelling at me i wouldent offer the exchange either. i refuse to help people who are 1 rude to me from the get go and 2 on there cell phone
Posted by Anonymous on 2008-03-26:
You should keep packaging for any new item. You would have been better off buying from Amazon. Free shipping and lower prices.
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Defective merchandise
Posted by Silky99cat on 02/08/2008
I received the Brookstone Rainbow Clock as a Christmas gift. It is difficult to read. It is nearly impossible to set. It is so bright that it cannot be used in a bedroom. I cannot return the item as it was a gift. I am advising everyone in my circle not to buy products at this store.

I can see from this site I am not the only one who has had problems with this merchandise.
     
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Posted by dimplepie on 2008-02-08:
I had the same clock I got for Christmas. The reason I took it back (today actually), is because the thermometer stuck on it. Freaked me out, it stuck in my room at 66.6 degrees Fahrenheit all the time! So I will try my replacement one this evening and hopefully it doesn't get stuck.
Posted by smrtcnsumr on 2008-04-02:
I really don't understand why consumers fail to get GIFT RECEIPTS! Due to increasing scams and theft, many retailers have to save their assets by requiring proof of purchase. Otherwise scammers will run them out of business!

And walk into ANY Brookstone today... there's a big sign at the counter that states something along these lines:

"All Returns or Exchanges require an original sales receipt or a gift receipt"
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Worst Customer Service, Return Policy. Scam Artists
Posted by Amira70 on 01/25/2008
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 to 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. Thy 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 thats 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 there return policy is horrendous and there customer service is much worse. I was in tears! I feel robbed! and I am out almost $300.
     
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Posted by Anonymous on 2008-01-25:
You have an amazing curiosity Alley. That's why I like you.
Posted by Justusryan on 2008-01-25:
There is no excuse for this post, unless this is the first time in your life you have ever purchased something. Then, I feel for you.
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