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33 reviews & complaints.

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Poor Customer Service - Iffy Product
Posted by on
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 on
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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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.
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.
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 cannot be proven was purchased in the first place.
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Brookstone's Failed Return Policy
Posted by on
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, Lowes, etc. There is simply no reason to step foot in a store like this. Buyers beware!

     
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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.
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.
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?
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.
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.
Baah Ben on 2008-03-21:
My point exactly...don't call nme a liar for $35.00
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 responsibility 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?
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 on
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 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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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?
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."
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?
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 HAVE 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.
wad on 2008-02-08:
AND OF COURSE I HAD MY RECEIPT?
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.
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.
horrible_sanity on 2008-02-08:
I deal with returns all day and every place I've seen requires original packaging for a return because if they send the product back without it they cannot 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
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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Worst Customer Service, Return Policy. Scam Artists
Posted by on
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 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 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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Anonymous on 2008-01-25:
You have an amazing curiosity Alley. That's why I like you.
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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Horrible customer service, cancellation policy and dishonorable
Posted by on
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.
     
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Brookstone Return And Exchange Policy
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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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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? :)
Ponie on 2007-12-22:
New way to spell recipient? It's late--I'm sleepy.
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.
jktshff1 on 2007-12-23:
what they said
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 receipt policy when trying to replace defective products (probably made in China).
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.
Anonymous on 2008-01-04:
So jkt, what are you saying, I don't think I understand?
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 got to receipt...no problem...ya don't "mission control, we have a problem."
People don't "have the time" to go through 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.

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

RESPONSIBLE CONSUMER = RESPONSIBLE PEOPLE, do we have any?
jktshff1 on 2008-01-04:
bad thing about it, I don't think too many children visit this site. Maybe that's the problem.
Anonymous on 2008-01-04:
jkt, that was my point......
jktshff1 on 2008-01-04:
of course
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.
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.
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?
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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Deceptive Return Policy
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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.
     
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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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Return Policy
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CLEVELAND, OHIO -- 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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TGT101 on 2008-12-27:
Same return policy everywhere. You must not have been out shopping lately.
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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Defective merchandise
Posted by on
FLORIDA -- 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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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.
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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