Brookstone.com

Mt of Quincy, MA December 29, 2008

Mt of Quincy MA (12/29/08)
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.

Barry of Ralegh, NC December 24, 2008

Barry of Ralegh NC (12/24/08)
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

Lori of Centereach, NY December 20, 2008

Lori of Centereach NY (12/20/08)
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.

Linda of Olympia, WA June 24, 2008

Linda of Olympia WA (06/24/08)
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.

Dana of Bethel, CT January 23, 2008

Dana of Bethel CT (01/23/08)
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?

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