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Brookstone / dishonorable return policy!

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I purchased a NapForm mattress topper at Brookstone. At the time of purchase I asked if it was returnable, since at over $300 with no way of trying it out, I said I couldn't buy it if I wasn't assured it could be returned. The salesperson said yes, within 30 days. When I did not like it (too hard, nothing special) and tried to return it, they refused to take it back, citing the back of the slip that said some personal care items are not returnable.

I have had my credit card company dispute this charge twice; each time Brookstone has replied with the same argument - that it is a non returnable item and the customer signed the slip - DESPITE being given other information from the sales clerk. I filed a complaint with the Better Business Bureau; they attempted twice to contact Brookstone headquarters and received no response, so closed the case. I also wrote to the President and Exec VP of the company and have received no response.

It appears from seeing other complaints that it is common policy for this company to show disregard for the consumer and practice unethical and irresponsible and arrogant behavior. It is not too hard to find companies with integrity and pride in what they do and who truly care about the service in customer service. Why would anyone shop at a company like Brookstone that clearly has no regard for the customer? Not to mention that they seem to have a pretty poor record of training their salespeople if they cannot be counted on to know the products and policies in their own stores!!


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N  30th of Nov, 2007 by 
Agree Disagree 0 Votes
I have had the same issues trying to return the Sona pillow. What's worse is that I had even *asked* the salesperson before purchasing what would happen if it didn't help the snoring and was told I could return it for a full refund. (Not the sort of item I'd have purchased with a refund policy confirmed)

Calls to the store manager and email to the district manager have been ignored. I've emailed Customer Service and written to the Exec VP of Store Ops (and, from the response so far, assume that will be ignored as well).

The best part is that on their website, their Corporate Code of Ethics states that the Company's fundamental and core values include "honest and ethical conduct, including the ethical handling of actual or apparent conflicts of interest between personal and professional relationships, and ethical dealings with customers, suppliers, co-venturers, competitors, shareholders and the community." HA!

Fortunately there are other places to spend our money that are more responsive to consumer needs.
A  13th of Dec, 2007 by 
Agree Disagree 0 Votes
Ditto in Spades for Brookstone
I ordered the Sona Pillow ($129.00) as a Christmas gift for my wife and tried to cancel the order THE SAME DAY I ordered it online. Service Rep said I couldn't because the order was already due to ship from the warehouse. The box was delivered in DAMAGED condition and HAS NOT BEEN OPENED. I immediately contacted Brookstone for a return ticket and they said NO WAY could the item be returned as this "Unreturnable". We assume this pillow is in some sort of sealed plastic, of course we don't know because the box is stilled sealed (no doubt with the invoice inside). They say, even if unopened, they won't take it back. Now I will deal with my credit card company and the Better Business Bureau, probably both will be exercises in futility if other dissatisfied customers are any indication. This company is on my black list.
A  1st of Jan, 2008 by 
Agree Disagree 0 Votes
This company is one of the worst in the local mall. The "Anti Snore" pillow was the worst product I have ever purchased from a retailer. The 50 piece knife set I purchased from a TV infomercial in the early 80's was great compared to this product.

The company shut the Brookstone store in our local mall on December 26th to avoid any returns. I then drove 60 miles to the Greenville SC Brookstone store to return the product.

The two giggling girls behind the package wrap were quite happy to tell me that the gift was non returnable per the policy on the back of my receipt.

NOT SO!!! I challenged them to show me. On my printed receipt from Brookstone's store cash register, Brookstone clearly and unambigously states that they return any merchandise the customer is disatisfied with if it is returned in 30 days.

I stated that I was dissatified, it was within the prescribed 30 days and I wanted a refund.

The girls then tried to tell me that customer care items were excluded but when I challenged them to show me again, they said it was what they had been told to say. I showed them the receipt yet again and stated for a fact that such a statement is not printed on their receipt.

I had previously returned a Tempurpedic pillow for full credit. The girls said it only applied to some items, not all. The company had a "deal" with Tempurpedic to return their items.

I then asked for a customer service number. I was given the number and dialed. On the customer service desk I reached someone. He was equally useless but promised to have a "supervisor" call with in 72 hours. Needless to say the call never came. Hope springs eternal.

My advice would be to contact the mall owner/operators such as Simon, CBL and others in your area. Make them throughly aware of what the company president, store personnel, and other employees are doing to steal from the customers.

I personally am going to call Clark Howard in Atlanta tomorrow and wait as long as it takes to discuss my grievance on air.

Thieves should be called out. Their statements on their website about their ethics and customer service committements are untrue. Their printed policies on their cash register receipts are false. They know what they are doing.

Buyer beware of Brookstone!
A  5th of Jan, 2008 by 
Agree Disagree 0 Votes
I would strongly suggest you make your purchases at Sharper Image at least they stand by what they sell and tell you the truth about refunds and never question the customers reasons .Brookstone trys to compete with sharper Image and is not evn in same league with there product line and customer service.I will no longer buy another item from that store and tell evryonr i know as well to stay away from there scams
A  30th of Apr, 2008 by 
Agree Disagree 0 Votes
Ditto regarding. Only comment from customer service is "i'm sorry" following purchase and attempted return of Sona Pillow within 30 day period. Customer service manager no help whatsoever. Never again will I buy anything from Brookstone. Interestingly enough, a firm selling anti-snore mouthpieces will return 1/2 purchase price if not satisfied in 90 days. Even if it's obviously been formed to ones mouth. This pillow did nothing but hurt my back, neck and side. Oh, the greatest part was when the Customer Service manager suggested I give it to a family member! Unbelievable.
N  25th of Jul, 2008 by 
Agree Disagree 0 Votes
I was given a gift, a Brookstone item that did not work. Clearly marked Brookstone, clearly new. I had no receipt as it was a gift. Those losers would not accept a return or exchange without a receipt. Will never buy from them!!!
A  15th of Oct, 2008 by 
Agree Disagree 0 Votes
I ordered a clock/telephone/radio combo from Brookstone online, total cost approximately $100.00. After receiving the clock- the light was so bright my husband and I had to put a washcloth over the light to sleep. I returned the clock by mail. After not receiving a refund- I called the company and was told that I did not follow the proper return policy procedure, and therefore my clock was forfeited! Yes, without as much as a courtesy call or letter, the company kept my phone, and did not issue any sort of compensation.

I am filing a complaint with the Better Business Bureau, and disputing with my credit card company. I also am going to forward this email to Clark Howard in Atlanta, Georgia-- our own consumer advocate.

In this economy, this company is lucky to have any customers. I am sure with these unethical business practices; it is just a matter of time before Brookstone goes under, too!
A  4th of Nov, 2008 by 
Agree Disagree 0 Votes
I tried to return a blanket to a kiosk. The clerk said he did not have $45 in the register to give me. I came back 6 hours later and he told me the same thing. I argued with the guy and got him to open the register and give me my $45. It was a cheap trick to prevent a return. Will never shop there again.
A  22nd of Jan, 2009 by 
Agree Disagree 0 Votes
I purchased a Brookstone keychain digital photo viewer and it failed within 90 days. I took it back yesterday to have it checked out and was told that even though the product was under warranty for a year they would not exchange it because, though I had a credit card statement showing the purchase, I had to have the original receipt. I do not keep all original receipts for items under $30-40, relying on card statements. They refused to replace the item. The bottom line is that they have lost a very good customer at a recessionary time. We're not talking a lounge chair here but an inexpensive item that a Target or Staples would have exchanged in a heartbeat. I wrote the company and got a form back about how they made no exceptions to their return policy. This is penny-wise pound-foolish retailing.
D  18th of Feb, 2009 by 
Agree Disagree 0 Votes
HAHAHAHA!! Go shop at Sharper Image...oops! Bankrupt!!! Brookstone??? Still alive and doing great!! Guess they don't need you to keep their business going! Shocker.
A  25th of Feb, 2009 by 
Agree Disagree 0 Votes
Do not shop at brookstone, especially on the internet. I have been trying for a year to get them to stop sending me spam without sucess. I have clicked unsubscribe a hundred times, send a hundred emails, made phone calls all without sucess. They have incidious business practises and the BBB is a complete joke. The BBB are incapable of getting any response and they still allow businesses like Brookstone to be a member.
Try call Brookstone customer service and you will find that like talking to a wall. The quicked Brookstone go out of business the better off the consumer will be.

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Brookstone Logo Brookstone
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One Innovation Way
New Hampshire
United States - 03054
+1 603 880 9500
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