Brookstone.com

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

Kathleen of Houston TX (02/01/09)
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.

Tracy of Virginia Beach, VA January 12, 2009

Tracy of Virginia Beach VA (01/12/09)
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

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