Zero customer support. I contacted them 2 months ago about a warranty to repair an item that wore out. After 1 month, I asked them again. Still nothing. As expensive as their products are, I expected at least some level of customer care. They offer absolutely nothing.
Review by Mouhaere Burinov2 months ago
When I was about 18 years old, I bought a pair of binoculars, nice ones, from Brookstone. The reason I bought from this company and paid more than I would have elsewhere was the lifetime warranty. Lo and behold, about 10 years later the binoculars were out of alignment, so I took them to a mall to get them fixed or replaced. The employees basically laughed and told me the best they could do was give me 10% off a piece of crap, inferior binoculars they happened to have in stock. I was stunned. Truly HORRIFIC customer service. I never bought another item from this rotten company.
Review by Sybrandus2 months ago
Bad products. Poor quality. Even worse, zero support. Company might be one of the worst out there. Picture attached is of my $300 unusable eye sore with an extended warranty I couldn't redeem. Never again. Stay away from Brookstone!
Review by HernÃ¡n5 months ago
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?
Review by CasitaQ1 year ago
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
Review by Kalolina1 year ago
I received a Brookstone iConvert Slide & Negative Scanner as a gift. Software installation failed and the response I got from "Customer Care" was "We are sorry but the software hasn't been updated for some time."
Don't waste your money.
Review by Johnee2 years ago
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.
Review by Normie2 years ago
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.
Review by Autoquip2 years ago
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.
Review by Ghulab2 years ago
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.
Review by InterestMe2 years ago
I purchased an iPhone battery here less than a year ago. It worked great at first and then stopped completely. When I purchased the battery I was told it was great and if it stopped working at any time bring it in for a refund or replacement. A few months ago I took it to the store they told me it came with a phone case, which it did, and I needed to return the case with the battery so they could return the entire thing to the manufacturer. I was told again, "don't worry, you will get a refund or replacement when you find the missing case." I finally found the case a week ago. I took it in this evening.
I spoke first to ANTHONY and explained the situation. He said he needed to get "his manager". Manager 1, TRISTAN, comes over. He says they no longer carry the battery and the price in the register is 99 cents. No, I do not have a receipt. Everyone I previously spoke to said I did not need one. He then says he needs to get "his manager". Manager 2, AMY, comes over. After she repeats everything I already hear she tells me to call corporate and give them my credit card, they can look up what I paid. For some reason, they cannot do what Target can. So now, I am supposed to spend who knows how long on the phone trying to speak to a human to, maybe, get some money back. I had already told them I paid no more than $20. She said they could give me another 99 cent battery, not an iPhone battery. Seriously! All three were absolutely useless and had no personality or idea of how to talk to a customer. That upset me more than the broken $20 battery.
At no time did they say, "Hey, we do not guarantee or honor the refund or replacement that we had when you bought the item." I thought it was a great thing Brookstone had. I know if I bought it at another store and it broke without the receipt I would not get anything. But this was Brookstone and these sales people, calling themselves "Managers", were useless. OR, how about, "Sorry, I cannot help you." That was not a word in their vocabulary. Just stupid blank stares, "Call Corporate." Oh, yes, I am calling Corporate.
I finally told AMY she could throw the battery in the garbage. I left the store and realized I should YELP this experience so I returned and asked them for their names so I could YELP this experience. That is when ANTHONY became very nasty. "Go ahead, YELP US!" as I walked out. He followed me to the door taunting me like a child, repeatedly, "Have a nice night? YELP us!" I turned around to find him in my face. I turned on my video camera on my phone and told him to say it again. By that time AMY and TRISTAN were there also. TRISTAN had the good sense to get out of the photo. AMY stood buy "her employee" as he refused to repeat what he had just said to me. Because now, he knew if his real manager saw his behavior, he might be in trouble.
My husband told AMY to have her employee, ANTONY, back away from me. She would not. I asked AMY who was her manager, she refused to tell me. She insisted she was the manager. I asked who was the store manager. She refused to tell me and told me to leave the store. I have all of this on video. I should have recorded the nonsense they told me about the battery earlier. Clearly, there was no real manager there tonight. Such a shame for a store like Brookstone.
Moral of the story. Brookstone is a fun place to visit. Don't buy anything that you want to last. Don't believe their guarantee. Don't believe they will be nice or helpful if you have a problem. They won't, they were not. They were rude.
Review by Delton3 years ago
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.
Review by Woinshet4 years ago
I purchased a activity watch at a good price from Brookstone. They confirmed order. Later they cancelled my order, said the discount price I received was a system error. Lousy business customer service.
Review by Carolline4 years ago
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.
Review by Eramalinngam4 years ago
Sent wrong product. After 11 days of me calling and emailing with minimal response the best they can do is to say I can bring it myself to UPS 10 miles away during my work day to return their mistake. And then they will send me what I ordered. And when I asked what kind of adjustment they would make for my time, trouble, their mistake, and it resulting in the order taking an extra at least two weeks after the first one to be made right they offer me a $10 Brookstone gift card!!!! I said, won't need that, I'll never buy anything from you again....
Review by Jaele Boutall4 years ago
Went to Brookstone in Boca Raton, friendly and helpful staff, always. Asked Lena for help, took her 2 minutes to find what I needed for me, made my day!
Review by Merelene Lugolobi4 years ago
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!!!
Review by Mhairi McBeath4 years ago
Ordered a Christmas tree online, it came with no stand. Spent 35 minutes on hold with customer service and finally hung up. Sent email requesting the stand, that was almost 2 weeks ago, guess Im not getting the stand, tree going in the trash
Review by Shanneika Zieglgansberger4 years ago
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.
Review by Shimwaayi Camastra4 years ago
Brookstone sucks with their products and their customer service is horrible. I called to ask a simple question and all I got was a rude answer and a hang up. It makes me wonder why I'm serving my country to protect our freedom and rights when all it's going to allow people to do is be rude to their customers. I left messages too and have not received a response and guessing I won't.
Review by AlexZorin4 years ago
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.
Review by FilipinaW4 years ago
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.
Review by Kyearak5 years ago
So I contacted fit it direct since they hold the warrant on the item and had so much trouble I called Brookstone where I purchased it and they handled everything sent me a return box for the damages item and a new one is on the way.. Way to go brookstone you are my new gadget store of choice.. Great job
Review by ZookVince5 years ago
Brookstone store will not honor gift receipts - they do not believe there is anything wrong with the receipt and item was not opened. Gift receipt states "you may return an item within 30 days for a refund within 60 days for an exchange or store credit." item purchased 12/17 tried to return for a refund 12/28 - manager says store policy is not to issue refunds, can only issue refunds with original purchaser. What is the purpose of a gift receipt if you have to have the original purchaser take it back in. Manager said policy is to only give store credit - but I don't want anything from the store. and the policy is against what is written on the receipt and makes not sense to even get a gift receipt if it can't be returned by the person who got the gift -- very frustrating - looked on line and they are in bankruptcy and their are many many complaints against them
Review by BCooper5 years ago
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.