My husband bought me the N*A*P pink slippers from Brookstone for the holidays. The right slipper wa...
My Mom purchased a product on-line as a gift for me that I was unable to use with a cost of approximately $125. Because it was a gift by the time she gave it to me it exceded 30 days by a few days. Even though the product was unopened and still in its shipping packaging and I had the orignal purchase receipt they were completely unwilling to return it. They told me it was mine to keep whether I liked it or not. I mentioned to the manager that I had purchased one of their high end massage chairs last year for several thousand dollars and he could care less. Last Christmas they also gave me trouble on a Christmas return. I will never shop at that store again! Very poor way to conduct business. Be warned!!!
My parents bought the Brookstone Digital Keychain with Image Transfer 2.1 for my birthday. I'm fairly computer lit and I can't get past the initial setup. Wouldn't recmd product.
Like the previous person my son received a gift of this item and we were horrified to find it does not work...
Scammers. My wife bought me an expensive radio for Father's Day. Went to return it and was told "no" because more than thirty days had elapsed. (Note: Tiny little sign on back counter states this policy, but was hidden by shopping bag when we were making the return). My wife pointed out that she purchased it 32 days before Father's Day to begin with. Brookstone could not care less.
What's the most annoying is the special Father's Day packaging all around the box that say "DAD". If you want to enforce a 30 day return policy, then don't put out goods pre-packaged for Mother's Day and Father's Day more than 30 days in advance. It's deceptive advertising which leads the consumer to believe that the product would be returnable within a reasonable time after the given holiday.
Two store managers and three calls to Customer Service and these scammers just won't budge.
I will never purchase something from Brookstone again. Scammers.
For fathers day I recieved a Brookstone digital photo keychain. We could not download the disk and we have microsoft! so we went online and downloaded the softwear ourselves. After downloading we could only load 4 photos. then the 4 photos turned into a red screen. After charging the battery we unplugged from the computer and it failed to turn back on? We plugged back into computer and it turned on, but all photos were gone.
I will return this item.
Brookstone lacks customer service and could care less about their reputation in Greenville, SC. I purchased a tire gauge during the holidays for a gift. The actual gauge that my husband desired was out of stock; however, a Brookstone employee assured me that I could exchange the tire gauge for the re-stocked item when it arrived in their store. So, I purchased the tire gauge and told my husband that the gauge could easily be returned when the item was re-stocked. Also, the Brookstone employee indicated during initial purchase that it was a popular item and that they would be receiving more of the same item. I visited the store (after holidays) and still no tire gauge. So, I returned with my gift receipt and the unused gauge only to be told that it was over 30 days and that they would not take back the item. I might add, the store shelves were stocked with this identical tire gauge. I asked for a store credit and/or exchange - but they couldn't have cared less. I will never step foot in another Brookstone store. Beware!
I got the Brookstone 10 in My Life digital photo frame for Christmas. After several calls and emails I find out this photo frame is supposed to accept xD cards but the company can't tell me which ones are compatible!! The have a list for the smaller frame but not the 10 in. What am I supposed to do just keep buying xD cards till I find one that works?? I am TOTALLY dissatisfied with the company and their lack of awareness about their own product!!
Received a Brookstone Mini Charging Valet for Xmas. The item did not meet my needs so I decided to return...
My husband gave me a temperpedic pillow for Christmas. Didn't want it since I had tried it in the past and not liked it. We had misplaced the receipt in the Christmas shuffle. They would not take it back even though it was unopened and in the Brookstone box. We have our credit card receipt indicating the store, price, date and register#. But that is not acceptable. Even after calling the company I have only had them repeat over and over no receipt, no return. That to me is not customer service. I will not shop there again and will make sure all my friends and family don't either.
I received a gloved ice scraper from my mother-in-law for Christmas. I was pretty excited, as it was from Brookstone and looked pretty cool. The first time I used it, the scraper broke. No problem, I'll just take it back and get store credit. WRONG. As I was approaching the store, in a mall, the manager was standing near the front. I told him that I needed to return an item that had broken on first use, and he, a little too close for comfort, asked me if I had a receipt. I told him that it had been a gift and that I was hoping for store credit (generous, I thought). He said "I cannot do that, without a receipt, but I will replace it." I said something to the effect that I didn't really want another one, and was surprised that store policy was to replace broken items, but not to give store credit (What's the functional differences??). He didn't really say much, just went over and gave me another one. At the time I had been working in the mall, and was wearing my work clothes. I wondered if he had suspected me of theft, from the way he treated me, I felt as if I had to prove that it had been a gift. He was quite rude, and so I decided to check up online about their return policy, with every intention of reporting the manager. Sure enough, they will absolutely accept NO returns without receipts. I found quite a few other complaints about Brookstone's service as well. So, the take away message is: BUYER BEWARE, BROOKSTONE DOES NOT BACK UP THEIR OWN PRODUCTS. The days of the customer being right are gone, welcome to a new Millennium where managers are rude to customers, where store policies are clearly in the store's best interest, treating customer's like criminals. I, for one, will never shop there again. I intend to inform my friends too.
My wife mistakenly ordered a $250.00 steam press (I wanted the pants press), so upon realizing her mistake...
I purchased a N-A-P blanket/throw for my husband this Christmas from Brookstone. After opening the blanket we...
Brookstone has clearly declined over the year in their area of customer service. I recently returned a defective item after pleading with them to exchange the item. At first, I was told, "too bad the wheel fell off the day after you bought it." After pleading, I was if I paid the shipping back to them, they would exchange (we have no Brookstone store where I live). So I paid the shipping only to receive a gift card back in the mail. Not what I was told, but I was OK. So I went online and ordered a Spa Robe for my wife using the gift card. It was a "one size fits all" and nothing was said about this being on the exclusions for their return policy. The robe came in and was too small. When I called, I was told I couldn't return the item. No questions and no sympathy. I searched the web site again and all my paper work (receipts, etc.) for documentation thinking I must have surely missed this. Nothing except a broad disclaimer about "some personal items" and a pretty complete list of items without the robe on the exclusion list. After this experience, I will never shop at Brookstone again and advise anyone to make sure it is absolutely necessary before they do as well.
For my birthday my children bought me a "my life - digital photo keychain". Apparently it works only with...
I purchased a battery-powered lighted wreath from Brookstone. I ordered clear lights, but the wreath that arrived had colored lights. I called customer service and stated that I had received the wrong item and asked if they could go ahead and ship out the correct item before receiving the wrong item in return. They stated that even though THEY sent the wrong item, they could not send out the correct item until they had received the wrong item in return. This was my first order with Brookstone and when I spoke to the manager I stated that if this was how they treated their customers when Brookstone made the mistake, then this would be my last order with them. The manger stated that he was sorry I felt that way but that there was nothing he could do. A company that cares about its customers doesn't treat them this way when it is in the wrong. I'll never order from Brookstone again.
I purchased a NapForm mattress topper at Brookstone. At the time of purchase I asked if it was returnable...
I am extremely disappointed with Brookstone. I purchased a Digital Music Songcube from store #116 in Tysons Corner, VA, in 8/06. There was a problem with the disk drawer, and in 03/07, I returned the system to the store to show them the problem. The store informed me that the Songcube had been discontinued, but they had another one to exchange. This past Monday, Sep. 17, there was a problem when I turned my Songcube on. The message on the display read "Warming Up", followed by "Sys Booting", as usual, but that's where it ended. I was expecting the next message to read "Accessing Gracenote", but that never happened. The system froze on "Sys Booting", then finally read "DSP No Response", then repeated "Sys Booting" "DSP No Response". After several minutes of this I looked in the booklet for troubleshooting and turned the unit off (which required several attempts to actually turn off) then back on, but that didn't resolve. I then unplugged-replugged, which did not resolve. I called customer service and the rep said that the Songcube was discontinued and because none of the troubleshooting worked, the problem sounded like a product defect and to return it to the store. I returned to the store with both receipts, but was turned away because the date of the original purchase was past the 1 year warranty. They said there was nothing they could do, and suggested I take it somewhere to be repaired at my cost.
I don't know why the Songcube was discontinued, and I don't know what other defects the system was prone to, but to have paid $399 and to have both be defective, then told "sorry charlie" is absolutely unacceptable. A defective product is not the consumer's fault, and the company should make every effort to correct the problem and keep the customer happy (and returning as a customer again) Where is the customer service? I bought a product in good faith and both times they were defective!! I wasted my money and I have something I can't even use. This product is just over a year old, and there's no way it should break in that short a time. I will never purchase from Brookstone again, I have told everyone I know about this, and I have also copied and logged this complaint with the Better Business Bureau, My3cents.com, Complaintsboard.com and Consumeraffairs.com. It's obvious that Brookstone mass-produces their products, defects and all, and the consumer is a sorry, duped sucker if the defect doesn't manifest itself within the 1 year timeframe. Shame on me, but never ever again! The rancid taste in my mouth for Brookstone is not going to go away.
Brookstone recently introduced the "Sona Pillow" which is alleged to relieve the symptoms of snoring and sleep apnea. The general response to this product has been decidedly negative as documented below from the complaints posted around various consumer complaint and review sites on the Net. As well, Brookstone refuses to refund or allow returns on this product.
I purchased this pillow from the Brookstone Store in the Roosevelt Field Shopping Center in Garden City, NY. When I attempted to return it the next day, I was informed about the no-return policy on this item. Since it was unusable to me and because I was so disgusted I left it with the store manager and walked out. Though they refused to refund my money, since it was still in new condition, it was most likely placed back on display where it would be sold to another unsuspecting customer.
Received $250 wireless speaker from Brookstone as gift from company I work for, exchanged with gift receipt...