Brookstone.com

I purchased an u-astro massage chair on Christmas of 2010 from Brookstone. I should have ran from the deal at the beginning as it took forever after I paid for this expensive overrated chair to get even a call for a delivery date. It took several calls to find out why I never received a call from them as to when it would be delivered. I asked if this is how customer service was going to be, because if it was, I wanted to cancel before it delivered to not have a headache in the future. I was assured that customer service is excellent and not to worry.

Finally after 2 weeks, it got here. Now one year and 2 weeks later, it stops working! It's 2 weeks out of warranty. There's nothing they can do! You would think that so close to a year they would be willing to work with you some, but nope! Oh, but they can charge (rip me off) $200 later to have someone come out and "look" at it.

Well, the company Insight Solutions they send you too are extremely rude and way overpriced, to have someone come "look" at it. So now I am waiting for a $200 remote, they say "should" be the problem and work. I would say to all of you thinking of buying anything from Brookstone and think they will have good customer service to run! Don't buy from Brookstone!

Don't buy a gift from Brookstone. My sister sent us a Christmas gift from Brookstone and included the gift receipt, so we could return the gift if we wished. We appreciate my sister's thought but couldn't use the gift. We returned the gift to the Brookstone store in Beavercreek, Ohio. They told us we could only have a store credit rather than the refund. Right on the front of our receipt it says: We want you to be satisfied purchases made between November 1, 2011 and December 24, 2011 can be returned with receipt and packaging through January 25, 2011.

In my case, all the parameters of the return policy were satisfied. However, they would not give me a refund. They had decided to keep my money. Brookstone did give me choices: I could buy something else I didn't want which would be less than my refund and they would keep the difference, or I could choose something more than my refund to get something more expensive that I didn't want. The bottom line, stay away from Brookstone and deal with honest retailers.

Stay away from Brookstone! They have become crooks! I returned an item in October 2011 and still have not received a refund. I've called customer service several times only to hear the same lie over and over again "we will refund your money within 72 hours". To me, this is straight out theft!

On December 24 my husband purchased an I Need neck massager with heat for me as a Christmas present. When I opened it, he told me he had to purchase the floor model because there were none left but that I could return it if I didn't like it. I was excited to try it but found it is very heavy, loud, and has only one cycle I can tolerate because the others pulse so hard that it hurts.

The main thing I didn't like about this massager is that you can't use it on your neck. It is more useful as a shoulder or back massager. On December 31, my husband and I entered the store with the massager and receipt. I was going to purchase either a foot massager or a neck massager that I could actually use on my neck. They did not have the foot massager I wanted, so I found a neck massager that could actually be placed around my neck to purchase. When I went up to the counter to exchange the item, the sales person who clearly had 'manager' on his name tag told me that floor models are not returnable and are sold as is. I told him it was a gift, my husband was with me and had told me that it was fully warranted and returnable.

My husband had the receipt and explained that he had not been told this by the salesperson who he pointed out was standing behind the counter also. He too was a manager and told me that floor models are not returnable. I told him that my husband told me as soon as I opened the item that it could be returned. I told him it is too heavy and is very loud. He asked me if it works the way it is supposed to. I stated I don't know how it is supposed to work. He did not offer to show me one that worked. The salesperson obviously looked over the receipt to tell me the item was not returnable but did not find that on there. He said that he must have told my husband when he bought the item.

My husband said he didn't. I said, "Clearly one of you are lying." The whole time I had the other item at the cash register I wanted to purchase. I realized that the third person at the register was also a manager. I said I did not want the item. All three managers sat there in silence with frowns on their faces. None offered to help in any way or ask me what would make me happy. Their message conveyed it was too bad for us that we bought it but good for them because they got rid of it. It turned what I thought was a genuinely kind gift into a nightmare purchase.

I told the managers that I could not believe that they were not interested in even trying to make the customer happy and that I nor anyone else I knew would be purchasing from them again. They could have cared less. I will not purchase from anyone who cares so little about customer service. This occurred at the Brookstone in Christiana Mall in Newark, DE on December 31 around 4 pm. I am highly dissatisfied with Brookstone's product and their customer service. Brookstone's leadership should be ashamed of their management staff and their lack of fairness and concern for their customers.

I wouldn't even give them 1 star. This company is obviously not interested in decent, honest customer service. I need to exchange an item and they keep stalling me telling me that we are all waiting for a response back from the vendor that shipped me my item. I don't understand why they don't have that information at their fingertips. What kind of company doesn't know who they do business with? I fear that I will be out the money for the product I don't want and will have to pay for the real thing again. Something I'm not willing to do. I can't believe the runaround with this company. I will never purchase from them again.

I received a gift from my husband. It was purchased from a Brookstone store on 12/20/11. With the original receipt, I attempted to return the item today (12/28/11) for cash back. I was told that because I don't have my husband's debit card, I can't receive cash back. He paid with debit, which of course is cash. This is absolutely ridiculous, as that is the whole purpose of me bringing in the original receipt. The gal at the counter was not very nice about it.

She told me that plastic equals plastic. Huh? She said I'd be better off if I had a gift receipt instead of the original receipt. Huh? I am filing a report with the Better Business Bureau, and writing a note to the CEO of the company. Note: I called Brookstone customer service and the guy I talked to said the return policy is ridiculous. I couldn't have said it better myself!

This is about a Brook Stone Automatic Jellybean dispenser. My children received this jellybean dispenser as a gift this Christmas from relatives we don't really see too often. We were grateful for the thought, but the last thing our hyperactive kids need is an automatic candy dispenser. We were excited because we like Brook Stone and figured we could return the unopened undamaged dispenser for store credit or do an exchange. Our relatives did not include a gift receipt, but we did not think it was a problem because of the following reasons. The unopened box had the store logo on it. We were clearly not trying to return a product to Brook Stone that we purchased somewhere else. Also they had stacks of the same exact product for sale throughout the store. We were not looking to get the purchase price for the dispenser, which was now on sale. We were willing to take store credit for the sale price. Brook Stone appeared to be a successful store. I assumed part of its success was based on how well they treated their customers. Man, was I wrong.

When I got to the counter at the Garden State Plaza Brook Stone, the young store clerk, Matt, blurted, "I don't do returns" before I could even say, hello, or good afternoon. He then briskly gestured with his hand and began checking out the person in line behind me. At this point, I felt the joyful pleasantness of the Christmas season zapped out of me. I patiently waited for a manager who asked me for a receipt. I explained that it was a Christmas gift, and that I only wanted a store credit. She then advised me of the policy regarding no receipt, no anything. I asked to see the policy in writing, but before she could respond the ever present Matt slammed the plastic sign detailing the policy onto the counter in front of me. I have to admit, I was not anticipating what I call Department of Motor Vehicle customer service at a nice store like Brook Stone.

I am not and have never been a violent person, but if my children weren't there next to me and we were in a world where an occasional **-kicking would be overlooked, I would have knocked Matt's pretty little teeth out. I'm old now, patient, and not stupid, so I swallowed my pride and left the store without as much as a frown. I actually smiled and said thank you. I was going to use my credit that day, and buy some more products, with gift money I received. This experience has changed my view of this store. I will never purchase anything at Brook Stone again. If you value customer service as I do, I urge you to do the same.

Brookstone is a crook! On December 17, 2011, I walked in to a Brookstone store in Pleasanton, CA, and asked if they carry the beer maker advertised on the magazine. They said that they don't carry it in the store and suggested that I place an order through them. They said, "it will only take two to three days to arrive," and that someone will call me the following week. I was so excited about the idea and placed the order.

Since no one from Brookstone has bothered calling me after five days, I finally had a family member go back to the store to check on my order the following day. Again, no beer maker and was told it will arrive on December 26. I called on December 26, and a manager named "China" said that my order has not arrived and standard order takes five to seven days. Well, hello? We are already on day 8! Where is it, really? Christmas is over!

I requested to cancel the order but they want to charge me a restocking fee because the item is coming from a vendor. Brookstone is a "crook!" They're not even apologetic for all the inconvenience they're causing me. Still, no refund on my debit card of $108.20. I'm filing fraud through my bank, and I wish that this store go down the drain as it truly deserves it!

I bought my son some earphones for Christmas. He didn't like it. He never opened them. I tried to return them with my receipt and they would not return. The operational manager was very rude. She told me she will not lose money on an exchange. I'll say one thing - I will never buy anything from Brookstone ever again. I will make sure I let everybody know about my visit to your Lynnhaven mall store. No more for me!

I ordered a video camera on Dec. 2. I called and wrote them several times asking for a shipping update. They never responded. On 12/22, they sent me a lame email telling me, "Sorry, order cancelled," two days before Christmas.

My husband purchased two massagers by Lelo from the Palm Desert store. They totaled over $250. I chose one and sent him back to return the other. It was completely sealed with security stickers attached. He purchased them on 12/20 and tried to return it 12/22. The sales girl said the sticker was wrinkled and would not take it back. The security foil was not tampered and it was never opened. The very condescending manager then peeled the sticker and would not take it back. They didn't even return the receipt.

First and foremost, I wouldn't even give Brookstone one star. I ordered a valet box online with promo code. Billing (tax, promo, shipping) totaled $86. I entered my cc info. Confirmation order came to $109--the promo had been removed. I called Brookstone, dealt with horrid customer service and ended up cancelling the order one hour after I made the order (12/09). They charged and shipped the product on 12/17! No one would help me, nothing but rude people. I ended up filing fraud charges against them via cc company and through BBB. I will never in this life or next ever give Brookstone revenue. I hope they fall hard in this economy! **!

I placed an order through Amazon for two wireless microphones on December 5. Brookstone advertised these as being in stock via the Amazon page. As of December 21, these have not been shipped; they have not even left Brookstone. Either these are in stock and Brookstone is lazy and incompetent, or they are not in stock and Brookstone is lying.

I purchased a toy helicopter for $49.95. It didn't work, so I went back to the store and they gave me another one and told me to buy a service plan for $5.95 and register it. I did. Now this copter will not work and I called the service plan company who looked my plan up. They said that I need the original receipt for repairs. Why register it if I need the receipt? They can bite me. I will never buy anything from them again.

I am writing to inform you of the retail company Brookstone and how they are not honoring the price they had for a Samsung digital camera. On Monday, Dec. 5, they offered this camera on both Amazon.com and their own website for $.96 plus shipping. They later stated that they had made an error and would not honor that price. This was after confirmation emails had been sent to the buyers, and some buyers had already been charged for the camera(s). In some case, they have not yet received their refund. They also changed the price of the camera 3 times after that, each time being more expensive.

It has taken a very long time for them to get back to any emails sent to them, if they even replied at all. When they have replied, their emails have been vague and generalized. All are automated replies. A couple people even received emails about submitting a product idea to Brookstone, which isn't even close to what the actual issue is. They have even gone so far as to delete posts, comments, and people from their Facebook page if they have had to do with this issue. They are not bothering to get back to anyone. They have actually blocked people from being able to make posts or comments. The Brookstone CEO has done the same with his Facebook page as well.

This is a matter of false advertising and 'bait and switch', both of which I believe are illegal. Most of the people who ordered this camera, me included, were planning on giving these as Christmas gifts. This was a huge boost for people struggling in today's economy, including me as a single mother. Brookstone is ruining the holiday season for many people because they will not do the honorable thing and honor the advertised price.

No stars for you if I could. Fraud! False advertising and bad customer service! Brookstone.com had a camera advertised online "now $0.96". Assuming it was a holiday special, I purchased 3 for gifts. I received email confirmation, temporary authorization to my credit card and 2 days later when I called to track my order, they told me my order was canceled though I never got notice. They told me the item is not available, but I can reorder at the regular price of $99.99! They said it was a mistake on the price and they refused to honor my purchase at the price on my confirmed order.

I purchased an AR Drone from Brookstone, as a Christmas present for my son. In the store, I specifically requested they make sure the unit was complete. When I opened the box today, I found that not only was the unit damaged, it was also missing the rechargeable battery, the charger, and the plug adapter. I contacted Brookstone, and was advised that the product is not their problem, once a customer leaves the store. They will not help and will not back up the product. It would seem that my indicating that I live in British Columbia, indicates that I would be the person to give their old demo model, without any consequence. Brookstone has told me that my only recourse, is to contact the manufacturer, and ask for help. The manufacturer has just told me that it is Brookstone who is responsible, not them.

I had purchased a wall mounted, magnifying, lighted mirror for $120 (approximate price). I must have bought it sometime in April or May of 2010. The mirror sat in the box until I found someone to mount in the bathroom. That was the time when I found out that the piece was defective and could not be mounted. The face of the mirror was so heavy that the mounting could not hold the weight.

I took the mirror and its packing to a new Brookstone store on 86th street and Lex. ave. They did not want to listen to any reason and would not accept that the product was defective. She said something about it being broken (though that is how it came in the box) and it was not broken. She also suggested gluing it together. I asked her if it can be fixed and her response was Brookstone stores are not into fixing things. I did not want to bring this defective item home so the manager took it and threw in her garbage.

In short, my experience with Brookstone company was totally disappointing. Their products are not up to the mark. They have very incompetent staff and they do not stand behind their products.

Never purchase a Brookstone Replacement Plan. Never purchase a Vincci hands-free citrus juicer. In my case, the replacement plan (1 year) only kicks in after the manufacturing limited warranty. I called Brookstone, and they would not stand behind their product. It was dead on arrival, and the customer service told me I had to contact the manufacturer because Brookstone would not step in until the manufacturing warranty expires because it was a drop ship item. My transaction was with Brookstone. In my opinion, it is their responsibility to handle issues with this product. To top it all off, they are not authorized to release the manufacturing contact information! I had to find it myself, and the manufacturer won't call me back. All voice prompt options lead me to the same mailbox for Andrew.

It's not worth the hassle with Brookstone to purchase anything from their store. Their customer service policy is ridiculous. The poor people that answer the phone have to defend a company that does not care about customer satisfaction. I will never purchase any product from Brookstone again. I have been a loyal customer over the years, but they must stick to their absurd policy even though I purchased their replacement plan. Brookstone is worthless. Buyers beware. I've started a chargeback claim with AMEX. At least they are on my side.

On 10 Apr 10, I purchased a 10" MyLife Digital Frame from Brookstone. The salesperson offered an extended warranty for two years after the original one year warranty expired. I was told that if the product failed anytime in the three-year period, bring it back to the store and it will be replaced. He gave me the paperwork with the receipt for the extended warranty attached. This is all I would have to bring into the store, I was told. The unit did fail and I brought it back to the store today, 17 Oct 11, to be exchanged. I was told that they do not exchange after the one year warranty expires. I would have to call a 1-866 number, and they would send me a gift card in the amount that I purchased the unit for, and then take the gift card back to the store to get another frame.

I just called the 866 number and got another completely different story. First, I was asked if I registered my warranty. I said that I have a copy attached to me--the extended warranty brochure. But I was told that if I did not call the warranty in to be registered, it is not registered. No way was I ever told this, nor is it stated on the benefits of the plan. Having no choice at this point, I registered the warranty, then was told that I have to wait 72 hours for the warranty to be in the system. I have to call back again, tell them the problem with the frame, then ship it back so they can evaluate it, then make the decision whether to replace it or received a gift card.

This is not the way this warranty was sold. I would never have purchased it if I knew it was this involved. Again, when I purchased this warranty, it was explained that all I had to do was take the unit back to the store for an exchange.

Had ordered an item inadvertently to be shipped to my address instead of the intended recipient. I called the company immediately to request a change for the shipping address and was told to wait an hour and then to call back. I did so but the item was still not sent to the correct address. It still arrived at my address.

When I called to share this with their customer service, I spoke to the same representative I ordered the item from. She verified the corrected shipping information and that she had called the supplier of the change. She spoke with her supervisor, then relayed the information that she was sorry. But nothing could be done as the item had already been delivered.

Pro Foot and Calf Massager / Item # 651455

I ordered a foot massager via the internet and paid with Paypal. They charged me two times ($654). After four emails and Paypal's help, I received $327 back in my account. Three weeks later, I was asking when would the item be delivered. After five emails, the item had been canceled and I would have to order it again. But I still did not have my $327 back from them and the foot massager had gone up by $100. All this time, I thought I was talking to customer service. I was under the impression that customer service department was to help you and not fan the flames.

Brookstone.com's customer service employees are simply there to simply push generic reply buttons and not even try to help with a problem. This is by far the most frustrating and worst online experience I have ever had.

Brookstone makes a very good massager, called the Max 2 Dual Percussion Massager. I broke a part on this device and it is out of warranty.

Brookstone will not sell me the replacement part. But they still sell the unit in stores to this day, for $200 plus tax.

This is a very poor policy. Most companies shoot for 5-7 years of spare parts on appliances that cost over $150.

Clippers not what I needed, can I return and have a refund? It is not what was advertised.

I purchased a Vector Air Pro Air Inflator for $69.95 plus $13.99 shipping fee. The item was received and appeared to work fine. It had enclosed a 2-year Vector warranty card which I completed and mailed in to the provided address. But the card was returned, indicating the address was not active and no forwarding address was available. When I tried to get a 411 operator to give me the telephone number, I discovered it was disconnected. I called Brookstone.com's customer service and was informed after checking, that Vector was out of business (for the past six months) and warranty matters were handled by Black and Decker. The Brookstone operator had called them and gave me their number indicating she did not have time to stay on the line and wait for a response.

After a long wait on the Black and Decker line I was informed they had sold this company (Vector) to a company called EACCUS six months ago, and I had to contact them. When I asked both Brookstone and Black and Decker why they were still shipping products with warranty cards that were no longer accurate, I received no response. When I called EACCUS, I could not get through to an agent but the recording indicated if I was calling about air inflator warranties I should contact Black and Decker.

So Brookstone won't follow up on a product they sold to me. Black and Decker tells me to get my warranty information from EACCUS. And now EACCUS sends me back to Black and Decker. Shame on you Brookstone. You sold it to me with an outdated warranty card from a company no longer in business (six months ago) and put in absolutely no effort to resolve this when the problem was raised. So much for customer service.

On December 24th, 2010, my wife and I purchased a product called and AR Drone helicopter. Upon first use, we found the product to be non-functional. We promptly tried to return it for exchange when we returned from Christmas travels. The sales staff at Brookstone told us that this item is not exchangeable nor returnable. They also said that the product, after it is opened, has to be returned to the manufacture at our expense even if defective. The sale staff said that they placed a note inside the box explaining this and if we opened the box, we agreed to the terms - but we had to open the box to get this!

One of the sales staff advised us to fight the charges with our credit card company, and he took the item and signed our receipt that Brookstone has it in their possession. My complaint is that I do not find it fair that retail stores can change the refund policy by simply hiding the changes inside their products. If we were verbally advised before the sale, then we would not have purchased.

I bought my grandson a remote controlled helicopter and a warranty with it. It did not work. Because I bought it more than 30 days before Christmas, they would only give store credit to my daughter. I found this to be unacceptable. I went in and demanded my money back as there was nothing in the store that would be appropriate for my grandson, plus there were so many being returned. I did not want to exchange it for another one. I did get my money back but not before I was treated very rudely. I will never shop at Brookstone again and I will tell anyone to beware of this store.

I ordered merchandise to be over the $90 required for free shipping but was charged the shipping anyway. I sent at least 5 emails about the problem but never did they respond to them. I am done with Brookstone.

Yesterday evening,13 October 2010, I bought a Lumbar Massager at the store, Brookstone #420 at JFK Terminal 7 for $59.95 and a transformer for $35. When I arrived at my home on 14 October in Seville, Spain, I tried this machine, Lumbar Massager straight away and it did not work. You can imagine my anger and frustrations. I want to send this machine, a Lumbar Massager, back to the store but the cost of sending this machine will cost $50. Even if Brookstone refunds me as they say on the back of the ticket, I will still be out of pocket $50 (plus tax), $35 (plus tax) for the transformer which I do not need. Can anyone give me some advice please?

Yesterday evening,13 October 2010, I bought a Lumbar massager at the store, Brookstone #420 at JFK Terminal 7 for $59,95 and a transformer for $35,00. When I arrived at my home on 14 October in Seville, Spain, I tried this machine, Lumbar massager straight away and it did not work. You can imagine my anger and frustrations.

I want to send this machine, a Lumbar massager, back to the store. But the cost of sending this machine is $50,00. Even if Brookstone refunds me as they say on the back of the ticket, I will still be out of pocket $50,00 (plus tax), $35,00 (plus tax) for the transformer which I do not need.

Can anyone give me some advice please?

Yesterday evening,13 October 2010, I bought a Lumbar Massager at the store, Brookstone #420 at JFK Terminal 7 for $59.95 and a Transformer for $35. When I arrived at my home on 14 October in Seville, Spain, I tried this machine, Lumbar Massager straight away and it did not work. You can imagine my anger and frustrations. I want to send this machine, a Lumbar Massager, back to the store but the cost of sending this machine will cost $50. Even if Brookstone refunds me as they say on the back of the ticket, I will still be out of pocket $50 (plus tax), $35 (plus tax) for the transformer which I do not need. Can anyone give me some advice please?

My concern is that when a product is manufactured replacement parts are not available from the company as a customer "I feel kind of left out in the cold." I think advancements in products are great!! However, when products that we already own requires a replacement parts and other products offered to the customer are more expensive--I can't purchase the offer. Can Brookstone please make products more friendly? That would be great! I realize that Brookstone is a progressive specialty store. I am stuck with a unit that has a deteriorating part where the top ozone cartridge sits on a black grid. If the grids were available for replacement I could install it myself. It would be too cost effective to purchase another unit--$695.00.

This is a long and winding tale of a purchase and delivery done awry. Please bear with me and read through the entire series of events. I pray that this does not happen to anyone else.

I recently purchased a Tempur Pedic Mattress and Foundation from one of Brookstone's retail stores. When making the purchase, I stressed to both the store manager and the salesman that the time frame of the delivery was extremely important due to fact that my family was relocating from a rental home to a condo at the end of the month and we did not have a mattress in the new condo.

I made the purchase on Monday, March 22, 2010. I was assured by the manager that the delivery would occur between 5 to 7 business days. I was agreeable to the time frame because the seventh business day (figuring the day I placed the order would not count) would be on March 31, the final day my family would be permitted to remain in our rental home prior to the move. I paid the approximately $1800 and placed the order. The store manager mentioned to me that he would follow-up on the progress of the order with the delivery company because sometimes that helps expedite the delivery process.

I placed a call to the store manager four days later, Friday, March 26, 2010 to ask about the status of the order. He checked on the order and then told he would need to call me back. Never a good sign. I received a call from the salesman, informing me that there had been a mix-up with the order and they had accidentally shipped only the foundation without the mattress. I was told the best thing to do at this point would be to cancel the original order and process and entirely new order. This was Friday afternoon and the order would not officially be processed until Monday, March 29, 2010.

Obviously, I was not going to get the mattress in time for my move. I was very frustrated and annoyed. The salesman was very apologetic and offered me a gift card for $200. I accepted the gift card, but knew in the back of my mind, that if necessary a hotel is going to end up costing me a lot more than that. As I previously mentioned, my family did not have any alternate mattress to sleep on in the new condo. The mattress we were using in the rental home belonged to the landlord. At this point, after March 31, I was left with no choice but to place my wife and four year old son in a hotel until the new mattress arrived.

The next day, I received a phone call from a delivery company wanting to schedule a delivery date for the mattress. We scheduled the date of Tuesday, April 6, 2010. The catch was, they did not actually have the mattress at that point and they could not guaranty they would definitely be able to make the scheduled date. To say the least, I was not filled with confidence.

On Friday, April 2, I called the store manager to once again check the status of the bed. Once again, they needed to call me back. Never good. I received a call from the salesman stating that according to the delivery company, the mattress was delivered on March 26 and signed for by some named Colin. My name is not Colin, nor do I know anyone named Colin. Plus, my new order was not even reprocessed until after that date. The delivery was an impossibility. I then decided to make a return trip to the retail store to speak directly to the store manager to find out what was going on. My frustration was mounting. I was incurring costs associated with the hotel, I was in the process of moving and I was sleeping on the couch in the condo while my wife and son were in a hotel.

By the time I retrieved my order number, the customer service phone number as well as the phone number for the delivery company, it was too late in the day to place any calls. On Monday, April 5, I started to call all of the numbers. The delivery company number was a dead end. No one ever picked up the phone, always to voice mail. When I contacted customer service, I was told they were not authorized to call the delivery company, they could only provide me with a Way Bill number. It was turning into a vicious circle of phone calls and dead ends, still with no concrete answers. At this point, I was unsure when and if I would be receiving the mattress. I had the tentative date of April 6, but no one at Brookstone could confirm the delivery.

The next day, Tuesday, April 6, I began my round of calls to the delivery company and customer service. It turns out the retail store provided me with the wrong delivery company and phone number. After countless calls to the delivery company, since Brookstone was not "authorized" to make the calls on my behalf, I was finally able to speak with someone who confirmed the delivery and the mattress and foundation were in fact delivered. After everything that happened, I was left angry at the amount of effort I needed to put forth in order to get the mattress.

It should not have been that way and that was the sentiment of every customers service person as well as the store manager and salesman. A kind customer service rep offered to escalate the complaint to someone who would try to compensate me for the issues that took place. The fact of the matter was, as a direct result of the delivery error, my family was now out-of-pocket just over $1100 for the required hotel stay.

After the complaint was escalated, I received a phone call from Linda W, the assistant to the Vice President at Brookstone. She wanted to know what had happened and assured me she would look into the matter. Over the next week and a half, I exchanged emails with Linda providing details when required. I let her know I was only looking for compensation for the hotel stay.

I would accept half in store credit and a check for the other half. I provided both a credit card statement and a copy of the receipt from the hotel. After about ten days, I received a formal email from Linda that "Upon further review we are not able to offer any other compensation for the time frame of the bed delivery nor are we able to reimburse for any other expenses while waiting for the delivery of your bed." She mentioned that the bed was delivered only four business after originally promised. Basically she was saying, what is the big deal, take the $200 gift card and go away. She completely ignored the fact that I had to make countless phone calls and received either incomplete or inaccurate information from the Brookstone employees.

It is my opinion that you just do not treat customers this way. Customers should be able to make a purchase and then enjoy the purchase. They should not have to put forth any effort once the payment has been made. I feel I should at least be compensated for the money my family needed to spend as a direct result of the delivery error. I will no longer shop at Brookstone. This latest purchase was not my first, but it will definitely be my last. Buyer beware. I will be telling anyone who will listen to not shop at Brookstone. They do not respect or value their customers. I promise, as a result of this incident, it is going to cost Brookstone a lot more in lost sales than if they would have simply done the right thing and reimbursed me for the cost of the hotel. $1100 for hotel stay as a direct consequence of the delayed delivery.

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 incompatible 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 I am thoroughly disappointed with my experience with them.

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 of 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 to 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. Hmm, 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 FedEx. 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 to 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 on 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 on 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 website.

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 sincerest 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."

Monday, 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.

I received a gift, orginally purchased from Brookstone, for the holidays. 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 absolutely ridiculous, as that is the whole purpose of having a gift receipt. I am filing a report with the Better Business Bureau, and calling the CEO of the company on Monday morning.

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.

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.

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.

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.

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.

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.

My friend gave me an electronic gift from a Brookstone store in Houston. It was broken and when I went to the store to return it I was told I needed a receipt which I did not have. They would not give me a gift card, or help in any way because I did not have a receipt. The manager said I could have bought it on Ebay. I was insulted. I found the owner's name and will call him to complain. Not that it would help. Brookstone's policy of returns is archaic. Their products are inferior, and that is probably one reason they have such a strict return policy because they would not be able to sell the items again. I will never buy any item there and will warn my friends not to buy there either.

I now have a piece of equipment that is not usable and my friend wasted his money.

I purchased a CD player from Brookstone 7 years ago. It came with a life-time warranty. The CD player is malfunctioning. When I tried to return it to Brookstone for repair or replacement, they told me they now only have 1 year warranties. I told them I purchased the item from them because of the life-time warranty and that I didn't purchase it with a one-year warranty. They told me they no longer honored the life-time warraty, and that there was nothing they could do.

I no longer have the use of this item and it will cost me approx. $200.00 to replace

last year for christmas, I recieved an Fold-A-Way Air Walker Exercise Machine. When I was trying to put the air walker together, I realized one set of the 3 pieces screws was missing (there should be two sets). Unfortunately Home Depot doesn't have it, so I called Brookstone. And I tried to describe to them the best of my ability, because those missing screws is not listed in the manual. Weeks later, I recieved the parts but the parts was wrong.

So, I call them and told them the parts I recieved from them was wrong. This time I took a couple of snapshots and send it to them so they would clearly see what parts I need. After couple of weeks not hearing from , I called back and talk to susan and she told me they dont have that particular parts in the warehouse. She told me to send it back and they will send me another one. But I have pay for the shipping to UPS, when I brought it to UPS , they told me the damn thing cost 127 to ship. I'm not going to pay 127 to ship that machine back if the value to the machine is only worth 199.

I called Brookstone and ask them for some aid. Brookstone relentlessly refuse, and the only option I have from them is either pay 127 to ship it back or keep that junk.

I will never buy anything from brookstone again.

As a frequent shopper of Brookestone my girlfriend gave me numerous gifts from Brookstone for Christmas this year. Knowing I wouldn't use 1 of the gifts I took it back to Brookstone thinking I'd make an exchange for a product I'd previously seen and knew I'd rather have. Long story short, I left with the unwanted gift because of a corporate policy that states a product/gift can not be exchanged without the gift receipt.

Now, because of a lame policy, I'm being forced to keep the gift for a future garage sale or tell my friend I really don't like 1 of the choices she made for me and request the receipt from her to exchange it.

I am torturing myself with guilt and have to tell my friend, who was so thrilled to give me the gift I don't like, that I need the receipt to make an exchange. If she doesn't have it I'll feel guilty for months to come, she may reconsider what she purchases in the future (if anything) and I'll still have the gift I don't want.

Brookstones said to my mother in-law that I had 30 days to return rc helicopter. After receiving gift I decided I did not want it and went with receipt in hand to the original store the purchase was made. They would not refund the purchase stating that I had to have the original credit card. This policy was not stated anywhere. I asked for proof of this policy and they could not provide it in writing. They say there is a 30 day return policy but if you get a gift from someone far away don't expect to be able to return it without the original credit card. I think they are committing fraud by not stating up front that this is their policy. I asked them to send their policy in writing to me, but they declined. I asked them if the person who bought the present can tell them the credit card number over the phone. They said that was not allowed. So they have a return policy that can not be forfilled by most folks who make purchases.

I would have been out $60 had the person who sent me the gift not lived near me

I ordered a Sona Pillow that I saw advertised in their catalog. Item did not help with sleep apnea as indicated. When asked for RMA# for return, they said their policy was that it was a personal item and could not be returned. It does not state that in catalog, nor on website when I ordered. It was not even indicated on pillow wrapping. I told them I could return a pillow to any retailer without a problem, but he said that was Brookstone's policy. It was stated on the back of the packing slip, when an item is returned or he would direct me to through the website on Brookstone's return policies. I would have not spent $129 if I had known it was non-returnable. I also wanted to exchange it for something else, but they still won't take it back.

I have lost $129.00 for an item that does not help my husband with his sleep apnea and snoring.

I was given an indoor radio controlled helicopter as a 50th birthday gift. The person who gave me the gift paid Brookstone additional money to purchase an extended warranty for the helicopter (Brookstone's Protection Plus). Attached to my gift was a gift receipt for the extended warranty and a brochure on the extended warranty plan. However, I was not given a gift receipt for the helicopter, itself. Within roughly 15 minutes of use a sizeable piece of the helicopter blade broke off from the remainder of the blade. This rendered the helicopter inoperable. I went to a local Brookstone store and presented the broken helicopter and the extended warranty with a gift receipt for the warranty showing it had been purchased just the day before. The store's assistant manager told me that the damage appeared to have resulted from abuse, not a manufacturing defect. Consequently, she was unwilling to exchange the helicopter or provide a store credit.

I pressed the issue and eventually the assistant manager asked me for a receipt. When I explained that I was not given a receipt with this gift the assistant manager dug in her heels and refused to give me a refund or store credit. She told me without the receipt she could not confirm that the helicopter had not been purchased on E-Bay or stolen. I showed her the extended warranty, which she said was currently meaningless. The assistant manager explained that the warranty could not be used until 12 months had passed from the date of purchase. Inasmuch as I had no intention of waiting a year for help with this problem I asked the assistant manager for either a refund or store credit for the money that had been spent on the extended warranty. Again the assistant manager refused.

I called the claim number on the extended warranty and the representative there told me that the Micro Chopper product was known for frequent defects and breakdowns. (That fact didn't seem to stop Brookstone from selling this product, however). I was given another number to call so as to attempt to obtain support. However, I received the same response there as had been given me by the store's assistant manager.

I don't know how much my friend paid for the gift that had been purchased from Brookstone. However, I find it remarkable that Brookstone solicited the purchase of an essentially worthless Protection Plan on a product with known quality issues. The replacement of a simple plastic propeller would have cost Brookstone a tiny amount of money. By treating the product and policy issues I raised in such a dismissive manner, however, Brookstone has alienated me as a consumer. I have an executive level position with a large multi-national corporation that promotes a consumer-centric approach that we refer to as client delight. It is apparent that the concept of client delight is foreign to Brookstone. Products like those sold by Brookstone can be found elsewhere. If you are considering the purchase of one or more of Brookstone's products you may want to seek their purchase from more consumer-friendly merchants first.

I porchased an expensive foot messager from Brookstone, as a promo I was given an Ineed back messager. Within a few months the I need had given me second degree burns on my back. The company offered me a store credit even after I asked the State's Attorney General to Intervien.

On 7/6/08, we received a quick release BBQ skillet as a gift. It was in a Brookstone box. As we already have this product (and do not like it), I took it to the above Brookstone yesterday and was informed that it could onhly be returned with a receipt of a gift receipt. As I can hardly tell the person who gave it to us that i was going to return it, I was at a loss.

The store manager, who when asked for his card, gave me a generic store card with no name on it (unfortunately, i did not notice this until I was out of the store. He also gave me the name of Heidi W, who is the SE regional manager. She called me a while ago and stated that, indeed, this is their policy, and the only thing I could do would be to give it to someone else. When I replied that it is an unsatisfactory product that I would not give to anyone else, she hung up on me.

The only damage is being stuck with an inferior product that I do not want.

6/03/08 4:30 PM PST I ordered two items from Brookstone on-line. Once the order was placed, I noticed that I was being charged very high handling and delivery fees. Within seconds, I called their 800 number and spoke with a woman, explaining that I wanted to cancel the order. I was told that the order could not be cancelled for at least an hour because it would take that long to get into their system. This didn't ring true to me, to begin with.

I called back the following morning 7:30AM PST, and was told that it was too late to concel the order, and that the items were already on the truck to be shipped. I contacted UPS, and they confirmed that there was no tracking number yet, and they did not have the order to ship yet. I called and emailed Brookstone back to request again that the order be cancelled. They said they could not cancel it, but that I could deny it when it arrives, but I will still be charged the shipping and handling fees of approximately $40. I acted in good faith by calling immediately, and they did not.

I had to take the packages to UPS to be returned, and the shipping and handling charges have been charged to my credit card. I want the shipping and handling charges reversed.

I Made a online purchase from brookstones website on dec 21 2007 for the amout of $4,329.58 .On about the 24th of december I called to cancel the item which was purchased with an bill me later account. I contacted brookstones customer service and they assured me I was to recieve a full refund check by mail for the amount of $4,329.58 I never recieved the check so I called to comfirm on whats going on. when I called customer service Susan told me a check was sent already but I never recieved anything so susan requested another check to be sent to me. I recieved the check finally on march 14 2008.

Now the problem I have is that Brookstone only refunded $4,004.46 not $4,329.58 so I called back susan at customer service and susan and mgr lisa told me i'm being charged $325.12 for restocking and shipping I was never informed from the start that I will be charged this fee. If so i would have took actions from the start in opening my complaint.

I never recieved the product. Nor was I ever contacted about the product

I'm opeing this complaint cause I feel I was mislead every step of the way also don't wanna pay $325.12 fee for a product I never recieved from broostone.

I spent an additional $25.00 to purchase another hair dryer, was aggravated needlessly and did not receive satisfaction from this company.

We received a gift from Brookstone which was purchased online. Were told that it can only be returned within 30 days. After that, no returns! We were able to ship the product back that day for potential store credit. But shouldn't they accept an unopened, unused item back at least for store credit? Additionally, I returned the item, but the warranty that was purchased will not be refunded. Shouldn't I be allowed a credit on the warranty of the the product I am returning?

The warranty was $9 and the shipping I incurred to return the product was $7. Most importantly is this policy legal?

For me it was the fact that my kids spent their money from part time jobs they worked to make my Christmas special. The system cost $240. with tax. Brookstone should be able to recognize their products and honor the quality of their products with or without a receipt especially the day after Christmas.

Brookstone sent me a prepaid return label without any return form. I returned the item with the label provided and when I called to confirm receipt they were not helpful.

I bought an item for $149, shipping and handling was $16.99. They calculated the sales-tax on the total sale, the price of the item blessed the price should shipping and handling. Are they allowed to jog sales-tax on shipping charges. I would appreciate a response to my question.