I recently had a very poor experience with Brookstone.
I called the 800 numvber on the warranty card for a piece of luggage I'd received as a GIFT. As I had no reciept, and it was unlikely I could locate one from the gift-giver, I was told that no service, exchange or other assistance woould be forthcoming.
"So no receitp = no service, no help, no way, never--is that what you are telling me?" I asked.
"Yes." was the reply.
I will never shop there again. Try LL Bean if you want *real* service.