Brookstone.com

LeGrand of Gold River, CA March 1, 2010

A year ago I purchased a Brookstone iConvert Slide and Negative Scanner.When the computer I was using with the scanner crashed I bought a new computer.When I attempted to install the scanner software to my new computer I discovered that the software is incompatible. The software is only compatible with Windows XP SP2,Vista (32/64-bit)and USB 2.0 only. My new computer uses the Windows 7 Operating system.

When I contacted Brookstone with the problem they informed me that the scanner is imcompatible with the newer Windows 7 operating system. I paid 100 for the machine and the company said that they are not going to upgrade the drivers for the machine and I would have to purchase a newer model which they have.Now I am the proud possessor of a useless machine. When I inquired about a possible discount on the purchase of the new machine the answer was a resounding NO! I will never order or purchase another item from this organization, and am thoroughly disappointed with my experience with them.

Melissa of Jasper, IN January 14, 2010

This is a long story but true. On 12/2/2009 I received a Brookstone catalog for the first time. I really liked it and saw a couple things that I wanted to get for Christmas presents. I received two of the four items almost immediately which was great. Nice job. The other two items I ordered were two Frog-O-Spheres, one blue and one aqua. I was told that those wouldn't ship until the week of 12/6/2009, because the vendor, from which they would be shipped, only shipped on Mondays and Wednesdays and it could take 7 - 10 days for them to ship. I was thinking that would work out great since they were for Christmas. My husband and I went out of town the evening of Friday, 12/4/2009, and didn't return until the evening of Sunday, 12/6/2009. (Really, this is important to the story.)

Guess what I found propped against my garage door when we got home? Two Frog-O-Spheres. Hmmmmm, I thought, these must have been dropped off by UPS either late Friday evening after we left or Saturday morning. The temps were highs and lows of the 20s that weekend. Of all weekends..... Needless to say, the four frogs were dead. I called that evening to order replacement frogs and was told that they would probably ship Monday or Wednesday of that week. I watched every day for them and when I still hadn't had them by the evening of 12/10/2009, I called Brookstone Customer Service to check on them. I was told that I should wait until Friday or Saturday because the vendor ships them 2 day air via Fed-Ex. (Funny, I was told earlier UPS Next day....) I was also told that if I hadn't received them by Monday to call back. I questioned her on that and she gave me the order number for the replacement frogs and said I should just check online because she couldn't do any more for me.

I called Monday, 12/14/2009, since I still hadn't received any frogs. Again, I was told that they couldn't tell me much because they were shipped directly from the vendor but the Customer Service person said that since they shipped from "Michigan" and it took 7 - 10 days to get them I should have them any day. Later in the day, 12/14/2009, I called Customer Service back to cancel the order and ask for a return authorization for the rest of the parts that were in the box I opened 12/6/2009. The young man told me he would call in the cancellation to the vendor so the replacement frogs wouldn't ship and he would have to get supervisor authorization for the return. He said his supervisor would call me back. No call was received. Bright and early 12/15/2009, (7:00 am eastern time) UPS dropped off a package from Wild Creations in South Carolina, not "Michigan" like the Customer Service girl said yesterday. The label said it was shipped Next Day Air.

Woo Hoo I thought, this is my frogs. I had to wait 20 minutes to open the box though because my grandson, the recipient of the Christmas gift, hadn't gotten on the school bus yet. Once he was out of the house I opened the package. I opened the most disgusting thing I had ever seen. There were four frogs, dead, inside brown putrid water. It stunk to high haven. How in the hell, I wondered, could this have happened if they shipped yesterday. The frogs would have had to have been shipped dead. When I got to work I tried to use the order tracker link on Brookstone.com to check the ship information on the order and it still didn't work. It never did for any of my shipments. I looked up the tracking number at UPS.com. You will never believe what I found. These poor little frogs shipped on Wednesday, 12/10/2009, UPS Next Day Air. It was also the same day I called Brookstone Customer Service to check on them and was told to wait until Monday to call back or check the web site.

Needless to say, I called Brookstone Customer Service again. I wish I would have gotten the names of the people I spoke with but I didn't. This gentleman told me that he was sorry for the trouble and he said he would send out four more replacement frogs. I told him that I just wanted to return the stuff I had received on 12/6/2009 and to get my money back. That's when I was told that it was against Brookstone policy because of some reason that didn't make sense to me. I explained to him what the young man said Monday afternoon about his supervisor calling me so I could get my refund and that no one had called. This Customer Service guy said that was because it takes 24 - 48 hours to get a call back. He also indicated again that I was still not going to get my money back.

There is more to the story. On 12/15/2009 Rhett, with Wild Creations, called me to express his most sincere apologies. He offered to refund the 85.50 that is due to me and he said he would personally take care of this matter with Brookstone. I gave him my business address as he requested. He said he would get me a check along with a coupon for two free frogs that I could collect at a store in a nearby town. As of 12/22/2009 I still had not received my refund. I sent an email to Kelley with Wild Creations asking her to forward it on to Rhett. The next day Kelley responded by saying, "I forwarded this message to Rhett yesterday but he called and asked me to tell you that he was in the hospital with his son who is having surgery. He will be back in the office on Monday 12/28/2009 and will get in touch with you then." 12/28/2009 came and went with no call from Rhett. I was concerned that something bad had happened to Rhett's child so I waited.

I called Rhett on 1/6/2010 and left a message on the cell number he gave me. No return call. On 1/7/2010 I sent another email to Kelley. She didn't respond to this one or the one I resent on 1/11/2010. On 1/12/2010 I called the cell again. He answered but, apparently, after he acknowledged it was him he couldn't hear me. The two times I tried to call immediately after that I didn't get an answer. So I sent another email, this time to every email address at Brookstone and Wild Creations I could find or make up based on the names I had. Today is Thursday, 1/14/2010. Guess what, no response. I told them in an email today that I was going to place this story on every site I could find. I know that this is bad on my part as well because I should have never ordered frogs through the mail. I will never order from either company again.

Scott of Aurora, OH January 10, 2010

I recieved a gift for the holiday's orginally purchased from Brookstone. With a receipt I attempted to return the item today only to be told that because it was a gift receipt I cannot receive the money back for the item. This is absolutly ridiculous as that is the whole purpose of having a gift reciept. I am filing a report with the Better Business Bureau and calling the CEO of the company on Monday morning.

Alison of New York, NY November 4, 2009

I purchased the Checkpoint Friendly Computer Backpack in April 2009. Normally, I wouldn't spend 100 on a backpack, but I was traveling and the zipper on the backpack I was using (and had had for 10 years) had broken while at the airport (O'Hare). My only option at the time was Brookstone. I was grateful at the time, but over the last 6 months the quality of this purchase left A LOT to be desired. The shoulder strap is in serious disrepair and its been a PIA to try to get this resolved (hopefully because I didn't have my receipt handy - we'll see what today brings). Imagine my surprise when I went to the website to read that "From the beginning, quality of product, quality of service, and quality of people have been a hallmark of Brookstone" This certainly has not been my experience.

I went to the store on 50th and 5th to try to get a resolution - I had figured that since the backpack said Brookstone and quality is one of your hallmark's that it would simply be replaced once I showed them how poor the quality was and that it was literally falling part, but no. I was told that since I didn't have my receipt that I was SOL. At the time I had thought I had purchased the item over a year ago, which is what I communicated to the associate (and her manager) at which point they told me I should have purchased an extended warranty for the backpack if I had wanted the company to stand behind their product for more than a year - an extended warranty for a backpack? really? is this America? I was SHOCKED when I pulled my credit card receipt this morning to find that the item was purchased in April of 2009 - that's 6 months ago.

I'm still dealing with this issue through the channels Brookstone has set-up. I've called the airport location and hopefully they'll fax my receipt and I can go back to the 5th avenue store and have it replaced, but this is TBD. This was my first purchase from Brookstone and now my last. I have photos of the wear available.

M of Beaver Dam, WI August 6, 2009

Our Tranquil Moments Travel Alarm Clock was obtained in February '09, was used only in our home 2-3 times per week, and completely ceased to funcion by April of '09. That's two months of minimal, careful use. An attempt to return the item to Brookstone's location in Wauwatosa, WI was abrupt and brief. We were told that without the receipt (it was a gift), they would do NOTHING. All we wanted was an exchange!

To add insult to injury-- I wrote a long and detailed letter to Brookstone Customer Service three weeks ago, and have received NO reply. This is not the first problem I've had with Brookstone's shoddy products and "customer no-service." I am appalled that such a company continues to exist. I have nothing but disgust for Brookstone and its products. 99 plus shipping.

Ona of Dallas, TX May 14, 2009

I purchased a Brookstone Tranquil Moments Travel Noise Machine about 4 years ago and have used it infrequently during travel. I have kept the item in good condition when traveling. It quit working and when I went to the store they refused to replace it with another model or give me any kind of credit toward another model because I did not have the receipt (4 years later, but with minimal use). They told me I would have to buy another at full price.

I believe they should stand by their product and that they should have at least offered me a discount on the current version. The thing should last longer than this. I will find another one made by someone else and will never buy Brookstone again. I would try to write the company, but judging from the other comments I have now found it sounds futile. I guess they have lost yet another customer.

San of Milwaukee, WI April 30, 2009

Brookstone hand massage vibrator purchased in 2006 stopped functioning in 2008. When we called customer service they informed us that it had a non-replaceable battery and that we should just dispose of it. The sales people at the store never told us this fact. It also did not function with the wall plug. It was an expensive 2 years of massage. What buy Brookstone anything again. I sent a letter of complaint to the company address listed on the brochure, but it was returned undeliverable. Their website does not give a corporate address only an email address.

Tom of Toronto, ON February 28, 2009

Tom of Toronto ON (02/28/09)
Buyer beware! Do not buy ANY electronic products from Brookstone! 1st time was a noise cancelling headset - did not work properly and broke on 2nd use merely by putting it on. 2nd time was an ultralite portable speaker set - brought it home to TOronto and DID NOT WORK period. Terrible customer service, even with receipt. Good luck Brookstone, since you wished me your last loyal customer good luck.

Wasted 100s on this company's product. Never again.

Kathleen of Houston, TX February 1, 2009

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