I totally agree that Brookstone's customer service, especially from their store managers, is horrendous! They lie, cheat, bait & switch, and have total disregard for their customers. I bet they go out of business soon!
I tried to return an electronic item that I bought my husband for Xmas. When my husband tried it, it was broken. Busy as we are, we missed their 30 days return policy, but was assured by a nice sales rep this past weekend, that as long as we brought in the original sales receipt, they would honor the cash refund.
Well, it turns out they had some "managers meeting" yesterday and the arrogant store sales manager was rude to me, saying that he didn't care what anyone told us this weekend, that they "were " lenient and might have given us a cash refund, but since so many people were returning things to their stores (duh, they're broken and crap!), they're now denying anything that is returned past 30 days. He didn't care that his rep told us we could return it and get cash for it. Then he rudely walked away. Nice, huh! JERK!
I AM NEVER SHOPPING BROOKSTONE AGAIN, and STRONGLY suggest that NO ONE else shop there either. You WILL get BURNED, as their items are CHEAP, they have Bait-and -Switch return policies, and will probably go out of business soon, so you won't get to return your defective items anyways.
WARNING! STAY AWAY from BROOKSTONE!