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. 3 Replies - Latest reply on 09/02/2012Add reply
Rude and very rude clerk. I will never shop there again. 1 Replies - Latest reply on 12/31/2011Add reply
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. 2 Replies - Latest reply on 12/23/2011Add reply
I returned an item today with a receipt, with the credit card on which it was charged and the credit card has my picture on it. The item was purchased one week ago. This was not enough for the store manager - I had to provide my driver's license - which was scanned into their system. This is a privacy issue and completely unnecessary. The store manager went on to say that she requires ID for all purchases as well. While this may be her policy, it usually violates the merchant and/or bank policy. I WILL NEVER BUY ANYTHING AT BROOKSTONE AGAIN AND AM TELLING EVERYONE I KNOW TO DO THE SAME. 4 Replies - Latest reply on 01/28/2011Add reply
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.4 Replies - Latest reply on 04/09/2010Add reply
Brookstone Return Policy
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 ... read full review13 Replies - Latest reply on 06/19/2013
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??
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 !2 Replies - Latest reply on 08/12/2009Add reply
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.
1 Replies - Latest reply on 07/22/2009Add reply
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.
Christmas Window Candlesticks
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 ... read full review
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.
1 Replies - Latest reply on 01/16/2009Add reply
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.
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.
1 Replies - Latest reply on 01/30/2009Add reply
Oh, the horror. Better just to lie when you call them. Very disappointing coming from such a well know company.
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!!
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 ... read full review3 Replies - Latest reply on 01/12/2009