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Anonymous
map-marker Rancho Cucamonga, California

Defective chair

Brookstone - Defective chair

Worst ever for service. Do not buy anything from Brookstone they do not

Care about their customers.Bought a 3D massage chair in December wasn’t working right two weeks after receiving.

Got repaired I should have returned it because it wasn’t 30 days. Broke again was told I would get a refund and next day they say you can put a claim towards bankruptcy. Well thanks for nothing I never should have bought from you and now I will tell everyone to never buy from you your name is a bad taste in my mouth.

Anyone thinking of a massage chair get it from Costco. I hope whoever bought your name realizes how bad you have treated customers.

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Loss:
$4000
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

Anonymous
map-marker Fairfax, Virginia

Disrespectful Fair Oaks

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This evening I called to see if they still had a product in store. The woman said they did and she kind of laughed. I sent my brother there to get it for my son to help him sleep. They closed the store thirty minutes early. Even though my brother was standing right there in the store, they wouldn’t sell it to him.
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Landri Vpo
map-marker Littleton, Colorado

Brookstone are criminals

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Brookstone are criminals
Brookstone are criminals and racist! They sent me an email stating item no longer available your giftcard will not me refunded for 14 days. This was a gift for my child for January 9th . I called the representative he called me uneducated (I recorded the conversation) and said I was a fool to use a giftcard, after I told him I was recording he hung up. I then placed an order under my husband's name and used a credit card for the same item I received an email stating item will arrive in 3 to 6 days. Huh if you use a giftcard your order will be declined a day later and your giftcard will not be refunded. Brookstone stole $140.00 from me!
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Reason of review:
Not as described/ advertised
1 comment
Guest

Why do you say rascists? I find this hard to believe since we return money back to gift cards everyday. Did you know it's against the law to record someone without their permission?

Aanya Dha
map-marker Braintree, Massachusetts

BROOKSTONE WINE OPENER

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LAST XMAS BOUGHT TWO RECHARGABLE ELECTRIC WINE OPENERS SKU 672451, ONE FOR MYSELF AND ANOTHER FOR MY DAUGHTER. THIS XMAS AT MY DAUGHTERS WENT TO OPEN WINE AND ASKED FOR SAID OPENER.

WAS TOLD IT BROKE DOWN AFTER A FEW MONTHS LAST YEAR, MY WIFE THEN MENTIONED THAT OURS DID AS WELL. THAT AFTER A FEW MONTHS OF LIGHT USE ( A BOTTLE/WEEK OR SO) NO LONGER HAD POWER TO PULL CORK OUT. i HAD BOUGHT THEM LAST YEAR , WHILE WAITING IN AN AIRPORT(???) CALLED SERVE CENTER 12/26/17 12:00 NOON, AND WAS NSWERED BY PLEASANT WOMAN.

SHE TOLD ME THAT THE WINE OPENER COULD BE EXHANGED, BUT UNFORTUNATELY THEY NO LONGER STOCK THE UNIT ( I WONDER WHY 2:2 FAILURE RATE) I ASKED IF HERE WAS A REPLACMENT, SHE SAID THAT WAS AGAINST POLICY (CONVENIENT), BUT THAT I COULD RETURN THEM TO THE STORE I BOUGHT THEM AT FOR $4.95 @ ( NOT REALLY COST EFFECTIVE) WITH THIS LEVEL OF PRODUCT RELIABILITY AND COMPANY SUPPORT, I DON'T BELIEVE I WILL FURTHER SUCCOMB TO MY OFTEN IMPULSES TO BUT NON ESSENTIAL OR ANY OTHER PRODUCTS FROM BROOKSTONE. OBVIOUSLY I CAN LIVE WITHOUT THEM AND THEY ME.

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Loss:
$100
Cons:
  • Warranty
Reason of review:
Warranty issue

Preferred solution: Let the company propose a solution

1 comment
Guest

Mine worked only 2 months or so also.

Anonymous
map-marker Annapolis, Maryland

Brookstone in the Annapolis mall has a registered sex offend

Brookstone in the Annapolis mall has a registered sex offend
My son was molested by employee at the Brookstone in the Annapolis mall location I called to the mall to inform them that they had a registered sex offender working for them they said it will be handled yet to this day they he is still working there passing out candy to children on Halloween at the mall this incident happened over 2 months ago and they are not to fire him this isn't a good place to take your children Brookstone Annapolis Mall the employee's name is Terrell Taylor
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Aanya Dha

Poor Quality Re-chargeable Wine Opener

Bought two rechargeable wine bottle openers SKU 672451 last XMAS. This year on XMAS EVE at my daughters, asked for opener and told it died after a few months and didn't have power to pull out cork. My wife then said ours died the same way. Bought them in an airport store, last minute, both died within months of light use (maybe a bottle /week) Called service 12/26/17 and told story, told they discontinued model, no wonder. And that I had wo options return both to store (???) for $4.95 apiece, paid approximately $50 @. But if they still carried would have returned for replacement, but they don't have and won't do an inter exchange. Let's be honest Brookstone a last minute, spur of the moment impulse buy store, I'll control those urges that I've followed through quite often always in the future. medic109@***.net
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Anonymous

Why do they need my personal info?

I purchased an item for my sis-in-law for Christmas. Turned out she purchased the exact same item for herself already. Funny... So, I go back to the store (product unopened) with my original receipt to return the product. They asked for my personal info (address, phone, name, etc.) before they even scanned the darned receipt. Took over 10 minutes to return the item. I asked why they needed all that info and the sales person (without looking up) said "that's the only way to make a return." What?? Why? I have made returns/exchanges at other stores without having to go through all this with the original receipt. Work on customer satisfaction, will ya, Brookstone?
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1 comment
Guest

Most companies do this to track returns for various reasons and to help against fraudulent returns. If you haven't done anything shady then why are you concerned?

Hadyn Ike

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Unhappy customer

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Purchased a portable battery, stopped working a week later. When I tried to return it for an exchange to the store was told they couldn’t accept it. Store is located in North East Mall, North Richland Hills, Tex. It also has an aweful customer service. Will never buy from them again.
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Reason of review:
Return, Exchange or Cancellation Policy
Resolved
Cam Jnu

Resolved: Lied to by customer service rep extension number 6902

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I too like so many others have been lied to by customer service. Not only was I lied to, but insulted and called a liar. I started by ordering 3 big blue wifi speakers. I ordered 2 black and 1 white. When they arrived (all black), one was immediately defective. I sent back the defective one and asked, both on the phone and email, for the replacement to be white like my original order. I was assured it would be. I was then sent a black replacement. Days later, one of the other black ones became defective just like the one prior (the light in the front does not go off automatically as it should after 20 minutes of non-use). Again, I emailed and asked for another replacement, and please send 'White' as originally ordered. I received a confirmation email, and later another speaker, a BLACK one again even though the packing slip stated 'White'. When I called, again to complain, the customer service rep. extension 6902, stated the product was not sold in white, and that I was a liar. She was rude. The product itself is garbage, not turning off automatically as it should.
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Loss:
$150
Cons:
  • Customer service calling me a liar
Reason of review:
Damaged or defective

Preferred solution: Full refund

Fannye Iem
map-marker Minnetonka, Minnesota

HORRIBLE Customer Service

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OK...so I walk into the Ridgedale Mall location a couple of days after Christmas. The store was empty but for a guy at the desk. I have to return a gift from my son and his wife...because it does not fit in my home. When I walk up to the desk the guy says "What?" (Huh...Really???). I tell him that I have to return the item and why. He says, "Do you have a receipt?" I said, "No, it was a gift." He says, "No receipt, we give you 50% in store credit." (Keep in mind there was NO, i mean NO customer service involved in this interaction....pretty much he was just looking at me like I was a pain in the *** When I questioned this he said, with the concurrence of the woman with him, "this is our standard procedure." I took my gift and left. (Really....leave the gift for them to resell while they only give me a 50% store credit??!!?). I STRONGLE advise that, unless you are purchasing something for yourself, that you NEVER purchase something from Brookstone. Their customer service is the worst I have ever encountered.
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Pros:
  • I am so angry
Cons:
  • Business practice
  • Lack of matturity
  • Rude customer care and supervisors
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

1 comment
Guest

I work for Brookstone and most of you are stuck up snotty people who expect to rent an item for a month and return for a full credit with no receipt. We have policies which we get in trouble for not following because someone's rich uncle cared enough to give your ungrateful Behind a gift.

You'd rather come here and complain and get someone fired for your "inconvenience". People are dying and you are mad you can't return a towel warmer

PETER H Lnh

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Watch Winder Stopped Working

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I had received a double watch winder as a gift and it's quite expensive at $160.00. It totally stopped working in about a year and a half which is ridiculous. Just got off the phone with them and it's basicly TS as it's out of warranty. Think I will not buy from them again as they are expensive products and as such think the should work for longer than this Watch Winder has. The service person was nice but a bit full of *** giving out wrong information as he said the offer many of Watch Winders. This one is in the store every time I've gone in there so he knew exactly what I was talking about. Not good support for customer satisfaction I think.
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Reason of review:
Bad quality
Anonymous

BROOKSTONE- BUYER BEWARE

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If you live in canada i suggest you never do business with the US company Brookstone because if you have a problem with your purchase you are going to get the run around. I bought a massager for $226 it stopped working , called to arrange a refund, six weeks later nothing.

Called in and was told that the refund was coming through Borderfree who handles their Canadian orders apparently. I was told to call Borderfree at a long distance number! I said no, you call them and speak to them, i did business with you. After a few minutes listening to customer care robotic babble I asked to speak to a manager who repeated the same babble using slightly better vocabulary.

Even though upon purchase i was told if there were any issues with the product i had a year to return it. I ended the call and minutes later got an email from Borderfree, What a Coincidence saying they had refunded me $10.49 from my $226 order. LMAO!! I called back and told a supervisor called Lauren (ex 6825) rude, arrogant and clearly hired to cover Brookstone's ar**.

I told her what i thought of my Brookstone experience then promptly called Paypal who fortunately for me was my method of payment.

I opened a dispute to get my money back and filed a complaint against the lying, thieving Brookstone. BUYER BEWARE.

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Cons:
  • Rude customer care and supervisors
Reason of review:
Return, Exchange or Cancellation Policy
1 comment
Guest

All you have to do is contact customer service as all Brookstone products have a one year warranty.

Anonymous

Brookstone - Delivery Service Review

Horrible company. Unprofessional, rude, does not deliver items when promised. I will never order from them again. I ordered a Christmas gift for a child and it was his main gift. I ordered it to be overnighted. The order never came until a week later which was after Christmas. I frantically tried calling before Christmas. I couldn't get through, hung up and when I tried a day later they were closed . After holding on phone for more than 20 minutes today ,I finally got through. I spoke to a customer service rep named Mandy who basically said yeah I see the glitch, it was supposed to be overnighted but wasn't. I will give you back your overnight fee. Standard shipping was free anyway. No favor to me and 0 apology. It was basically too bad. I asked to speak to a supervisor named Jamie who basically told me the same thing. However Jamie added, well you can just return the product of you want. Brook stone and their employees care about one thing, taking your money, not about delivering the product or making right on something they did wrong. Again I will never order from them again.
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Reason of review:
Bad quality
Anonymous
map-marker Detroit, Michigan

Fans for China

Brookstone - Fans for China
I ordered several of Brookstone's 'Cool It Fans' to take on my trip to China ( very hot / humid in July). As time came closer to departure, the fans had not arrived. I e-mailed Brookstone my concerns & they sent out, by express ,my order, so I would have it in time for my trip. WOW !! All they asked was that I would mail back the original order when I returned. The fans were great, but the customer service was absolutely incredible !! Where have you had that level of concern & efficiency anywhere in the last 30 years ? Nowhere .I'm their customer for life . Renewed my faith in the business world.
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Reason of review:
Good customer service
Chadley Xxw
map-marker Webster, New York

Poor Customer service and poor product (Massage Chair)

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I can't even describe how frustrated I am with Brookstone. I brought a Osim U divineS on September 2015 and just after 2 months, the massage chair had broken down.

I have waited more than 6 weeks for the technician to even show up to try repairing it. His excuses was that the parts need to be ordered and that I am not his only customer. However, he couldn't fix it even though he came to my house THREE times trying to have it fixed. Then, I called Brookstone and they finally decided to sent me a new one.

After another 2 more weeks of waiting, the new chair finally delivered to my house. And guess what? It broke down AGAIN with the same issue. I have spent thousands of dollar on this chair and I felt like they were selling a piece of junk to me.

I feel like the lifetime of the chair is only less than two months. This experience has been a nightmare to me. I am so sick of it already. They are wasting my time, energy and money!

This is just absolutely ridiculous!!!!!

I just can't believe it!!!!!

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Loss:
$2150
Reason of review:
Bad quality

Preferred solution: Full refund

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