Brookstone

So, I did happened that I have to return an item which I did order online from Brookstone as a Father's Day gift for my husband.
Unfortunately, my husband didn't really like it. He said he won't use it as much and just told me that I should return it.
Well, now I do have a problem because I can't rich Brookstone customer service over the phone. I did email them and just got email from them to wait 2 business day. Its more then that already.!
How difficult is email return label in those days?!
The item was expensive and I wanted my money back, specially that I LOST MY JOB due COVID-19!
Wanted to surprise my husband for Father's Day and now I don't know what gonna happens?

Do not buy a towel warmer from Brookstone. Mine stopped working shortly after the warranty expired. There are no manuals to help identify the problem or schematics for making repairs. Save your money or buy from another store. By the way, I tried to leave a review on Brookstone's website but got a message from Brookstone that I could not leave a review. I wonder how they got the reviews they post on their website.

I have bought items from brookstone, over the last couple years, they sold me extended warranty for two years, on all items, as I tried to use the warranty, the item would always be out of stock, then I waited 3 or 4 months, to be told they no longer stock the item and wont be getting any more, " we will send your a gift card when we recieve the item back. Ok. Then when I get the gift card for refund, its short $ then I pay more reprer something else, it comes missing parts, I call them to ask for the parts, and was told, they no longer have the drone and wont be getting anymore I can return it for a gift card refund,. Do you see a pattern here? I didnt get any resolution to this problem, I just got the drone 12 /15... ish 2018. Like a couple weeks ago. Wow Dont Buy Anything from this Defunct, poor service, Broken, company, would be my recommendation

I submitted a request for service for my noise canceling headphones on June 17. I received a reply that a ticket was opened and it would be addressed in the order received. I have not received any further response. I have sent follow up messages asking for a response. I have now sent another message. This is five months since my original request. They must have a huge number of service requests since it has been five months and my original request has still not been addressed.

Purchased item online, one option was to go through Paypal which I did because it was easier and safer that way. Did not like item so went to store to return and was told I had to mail it back myself because I went through Paypal. VERY upset, why give the option and not allow returns in the store. Will NOT shop there again.

I purchased a heat massager for legs fir my husband for Christmas. After opening on Christmas he called his Dr to make sure he could use it. His Dr did not recommend he use it because of his HBP. Well, unfortunately the next day we both showed symptoms of Covid and tested positive. My husband was hospitalized I recovered at home. We are just getting around now so I called Brookstone several times to speak to a supervisor. I was told no returns after 30 days. I explained that we were sick, my husband was in hospital they still said no. They told me to contact the vendor, ReAthlete. I did and received the same answer, no returns after 30 days. We are retirees in a fixed inches, and these are unprecedented times ( Covid)
How can burn cinpanies be so unfeeling and cold. I will NEVER buy anything from Brookstone again.
Oh and they get one star only because they will not let me submit with no stars.

Hudson shop at BOS airport sold me Brookstone Double Comfort inflatable neck pillow (*******). I would have been more satisfied with throwing $18.05 in trash can.
1. I have no idea what square part is on pillow. In airports customers throw wasteful hard plastic away to avoid taking up room.
2. Air valves DO NOT auto close. Air will not stay in fully deflated, immediately loses air even when pinching bottom of valve closed.
3. Website to their products does not work well, just annoying ad keeps popping up, search shows dog carrier under neck pillow search plus all other products.

The reason I purchased inflatable pillow type was because the one I've had for years (has auto close valve) was leaking and I dislike wasting valuable luggage space.
I DO NOT RECOMMEND PRODUCT

Had I the luxury of time to google reviews of this company I would not have purchased from company. Seriously, who has tons of spare time, phone battery to research. Going to Amazon to get better product. Thanks Brookstone for wasting pensioner's money.

My order was verified to be sent to someone else. They will not refund my money or send me my product. DESPITE UPS PROOF I DO NOT HAVE IT. It has been a month and nobody can help me. This company is an absolute scam. Please do not order from them.

I ordered a foot massager via the internet and paid with PyaPal. They charged me two times ($654). After four emails and PayPal's help, I received $327 back in my account. Three weeks later, I am asking when will the item be delivered. After five emails, the item has been canceled and I will have to order it again. BUT! I still do not have my $327 back from them and the foot massager has gone up $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 Customer Service employees are 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.

I received a Christmas gift from my boss purchased at Brookstone. He, like me, is a techie (IT industry). It is that dumb talking alarm clock. I did not like it. I took it back to Brookstones local brick and mortar to exchange it. The salesman said without a receipt, he could not exchange it! It was a freakin' gift for God's sake! What am I supposed to do? Go tell my boss I don't like his Christmas gift so give me the receipt so I can exchange it for something I like?! His excuse was, I could not prove it was purchased from Brookstones. But... THEY SELL IT! I will never set foot in that place again! They sell products but don't back them. Go figure.

Don't order anything from brookstone online. I placed an order on the first it took them to the 6th to tell me its not available. It should have said that from when i first placed the order. Mind you i called on the 6th and the supervisor told me it would go out for shipping that day. Hours later they don't have it. Then i check my credit card and the payment is still pending. So on the 8th i tell them thst and they tell me to give them 48hrs which i did to find out my card has been charged. So now I'm trying to get my money back and were approaching two weeks.

A desk was featured on their website for $99.95. When attempting to check out, the shipping information could not be entered. When I reached out to their customer service both via email and phone to let them know item is being shipped a residential address in the U.S. so shipping should not be an problem, they stated they would fix the issue and then contact me when it has been resolved and price would be honored since it was in my cart. A few minutes later, I received an automatic email that reminded me to 'don't forget' to check out the items that were currently sitting in my cart. The first attachment reflects this. About three weeks later, after receiving numerous marketing emails from them (but no follow up email to the initial issue,) I emailed them again. I received the following response: 'Thank you for your email. Our team has fixed the issue and you can now check out. However, there was an error on the site so the price of 99.95 could not be honored.' Then they followed that up with an empty 'sorry for any inconvenience' cut and paste apology. I did speak to a supervisor who seemed like she was reading from a script with the same empty 'I'm sorry and I understand but there's nothing I can do' line. No, there is something you can do, honor the price and and not lie to the consumer. False advertisement is not a good look for any company. If Brookstone is adamant about saving a few bucks to renege on their promise, I highly doubt their business model will hold any water in the years to come.

I've had no bad experiences with Brookstone though some of their items can be a little pricey. While the quality is definitely good I've found I can often beat the price elsewhere.

I have try to make a return of the product that was mistakenly purchased. However, the customer service was helpful nor were they quick on responses. They take there sweet $#*! time to get. Back with you about any solution or any corresponding email when I have sent them regarding to the problem that I am having.
NEVER AGAIN WILL I VISIT THIS SHOP

Brookstone misprinted the price for a pair of slippers in one of their catalogs. The slippers were listed at $39.99. When I tried to place the order the price came up at $49.99. I called and Brookstone would not honor the price printed in their catalog. This is terrible customer service. Everyone knows that one of the basic foundations of good customer service would be to honor the price they printed. I can think of 30 other reputable mail order companies that would have honored the price. Brookstone should be ashamed of themselves. That is just terrible, I will never order from Brookstone again.

Products are cool. Not really super original but still relatively unique and great for gifts. The quality is very good, way better than Sharper Image which sells similar products.

If I were to rate the B&M Brookstone stores, I would give it 4 stars. They have great in-store customer service, very helpful sales staff, and the products, while relatively expensive, are sort of worth the money.

Brookstone.com is a different story. They still use the old-school shipping charge schedule where the shipping cost goes up based on the dollar amount of the order. You can order a $2,000 camera that weighs 1 pound and shipping will be more than a $100 beach chair that weighs 20 pounds. A $99 iPad Bluetooth keyboard is $99 and shipping is $17.99.

They offer % off coupons relatively often to bring their prices somewhat in line with market prices, and also offer free shipping codes very often.

BUT HERE'S THE CATCH - You can't use both at once. So if you use the 25% off coupon you end up paying the $18 shipping which sorts of negates the benefit of the coupon. Furthermore, the coupons cannot be used at stores, so you are stuck. Smells of a bait and switch to me.

I attempted to purchase items from Brookstone.com because of their advertised Cyber Sale, 25% off a total purchase of $149.00 or more. When I attempted to apply the promo code to get the 25% off it would not accept the code. I called customer service and after holding and being passed around I was told by a very sassy women that the 25% off only applied to "select items" in the catalog. The items are not marked and are few and far between. They suck you in and use up your time in hopes that you will just buy the item once you get to check out even though you don't get the 25% off. The supervisor said "it says on the front page of the site "Exclusions Apply". When I went back and looked I saw it in such tiny writing that I could not read it without magnifiers! What a joke. She was rude and the company practices false advertising. I can see why they do it. Even after that experience I still really want those items as Christmas gifts. The customer gets invested in their purchase and I suspect often times just goes ahead and purchases even though they don't get the promised discount. SHAME Brookstone. You should be better than that.

I received a Brookstone towel warmer for Christmas... used it a few times and now the green light comes on but does not heat. Cannot get it fixed as I do not have the receipt.

Brookstone.com: So far not so good, Beware of purchasing items from Brookstone.com. Shipping dates are hidden. I wish I could show a screen shot of the fact they hide there shipping info on a link(you have to click) at the bottom of there webpage with no indication with in the product description you are looking at 35 to 40 days shipping!.

Although I did make this purchase, because the price seemed great. Now that I look at there webpage you cannot even write a consumer review, So no wonder this company seems just like the rest, cause you have no way to review them at all. Beware they are not! Well the purchase I have made with them will take 14 days just for them to just get around to shipping it and then another 14 business days to actually ship from brookstone.com to me. This operation sounds to be light years behind there competition, on the same day I made this purchase from brookstone.com, I also purchased two similar items from two other wholesale websites that will both be delivered within 5 days total from my purchase and it will take brookstone.com that long to just an answer a question according to there customer service department.( all questions take 1 to 2 business day for an answer) At the end of the day, It sounds to me that they have no control over what items you have purchased from them, (unlike there competition). I buy things online all the time and from what I have seen, spend the extra couple bucks somewhere else if you want a normal online purchase experience.

On Dec 7 2013 I bought a iConvert Scanner for iPad from Brookstone with a 2 year replacement plan. When we received it it was clear this was for the older generation iPad since it had the old connector The Buffalo store in Walden gallery replaced it with a Brookstone wifi model. I have never had it work 100% When I mentioned the infrequent performance to Brookstone "support" the blame was placed on the instability of the APP and iOS 8 with the attached Lately they have asked me to call the warranty company but I do not have the paperwork of the exchange. It seems that Brookstone products are warrantied to work with a specific app and iOS version and if Apple ver upgrades we are SOL.

I would not recommend anyone buys any Brookstone electronics as there is no real support and long term commitment.

After several emails to Brookstone with no resolution and minimal response I have decided to contact you directly.
On Sunday August 12th between the hrs of 1:15-1:50 my son and myself visited Brookstone at Mohegan Sun as we have many times after going to kids quest. We had an incident as I was in one massage chair the gentleman working offered my son the zero gravity massage chair. As my son was sitting in the chair this man slapped my sons hand as he went to touch the remote. My son stated later on when I asked how his day was that it was OK but he did not want to go back to that store. He then explained what had happened. My son is 7 years old and well behaved and is not displined by physical contact. He should not have been touched by this man as if he simply said hey please don't touch that my son would have listened. This is very disturbing that a stranger would think this is OK. If this had been brought to my attention I certainly would have confronted this man about his inappropriate behavior and I want to know how he will be reprimanded.

Worst catalog company I have ever shopped with. Will NEVER shop with them again. HATE Brookestone Catalog! Terrible customer service and NO return policy. BEWARE PEOPLE!

Received a back massager for a Christmas gift, used abt. 8x's, and it broke. Contacted Brookstone, told them it was a gift and I had no receipt. Veronica Arens sent me a Fed Ex return label and told me that once they received the back massager they would send me a replacement. At that time nothing was said about policy be that they would send me a gift card for the lowest selling price in the past year. Brookstone received the back massager back on 2/5/2018 and on 2/8 I received notice that "my order has shipped' e-mail. What had been shipped as my replacement was a gift card for $64.19. You can only imagine my surprise, so I contacted Brookstone and was told that the model I returned was no longer sold & their policy was to send a gift card for the lowest selling price. I explained I went onto Brookstone.com and the Item I returned was still available (S2 back massager) was still available & sold on their site for 129.99. I couldn't even get a replacement for the amount of the gift card! Also if you do a search for the model # on google it directed me to the item on their website. It appears that Brookstone has rolling model #'s or they change them every few months so they don't have to be responsible for defective product.

Blaine & Erin the customer service reps I spoke with, said there was nothing that could be done, that it was their policy & they can't deter from policy. Also, I was unable to get a hold of Veronica once she had my return. Asking for a supervisor doesn't help either as it took 10 days and a call back from me to hear from a supervisor. Jamie, who called & left a message she very firmly, reiterated that the gift card is it as that is policy.

Bottom line is that I was out and out right lied to by Veronica about sending a replacement. Brookstone does not care about their customers! I suggest you proceed with caution if you're considering a Brookstone purchase.