"This is a shipping issue...First in the 80's Brookstone was a Gift store with unique high-end ideas....So I went online and made a $200.00.
My cousin was in town in upper echelons
of law enforcement and was at my home using my computer, never heard the dog or anyone deliver anything, btw, I live in the mountains and easy to hear vehicles pulling in, after researching I found out every number is disconnected and I call an airport in Denver that actually got through, so this supervisor had no knowledge, numbers absolutely anything on corporate, delivery maybe dropped it off and just get home to his buddies to hang, 15 homes on a small country road, BIG 3 numbers on mailbox and small town, No confirmation, calls or anything....Sorry Brookstone, I hope this company, actually, I KNOW this company is about to disappear, brains of a chicken all away around, going to do this the easy way and have my bank investigate it and get it back without trying to contact these chicken brains that have real concern for what customers that unwillingly trying to keep this doorknob company afloat 8/6/23 "

"Got a defective percussion massager as a gift. It is defective. Unable to reach customer support. Mediocre product anyway"

"Stay way from this company!"

"I ordered a leather laptop sleeve from Brookstone. It was $99 and shipping with an addition $5/$6. I realized spending over $100 on a laptop sleeve was a bit much so within 24 hours of placing my order I reached out to cancel the order (at this time the order had not even been shipped out). I was advised that I could not cancel the order and I would have to return it. I returned it (which Brookstone refused to pay for and cost me over $12) which was delivered on the 3rd of March. As of right now, it is March 15th and have not received a refunded. Reached out to customer service and was told that I would need to wait an addition week (7 days) to receive the refund. The product was returned to them on the 3rd and my refunded won’t be issued until 7 business days from today (3/15). This is absolutely ridiculous. Brookstone went bankrupt… not sure why someone bailed them out. They clearly have no idea how to do business in 2022.

Needless to say, I will never do business with this company in my life.
"

"Yesterday, I discovered that the two gift cards worth almost $200 are no longer valid. Surprisingly enough and unbeknownst to their customer’s, Brookstone filed for Bankruptcy, closed their stores and re-opened approximately two months later but wiped their hands of all outstanding gift cards—what a MESS! Not recommended!"

"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! "

"Looks like the issue with the old Big Blue Party item, is finally wrapping up with a quick "wiping of the books" in the bankruptcy settlement. I received this weekend, a rather thick legal document indicating that I have until 12/2/2019 (4 business days), to produce purchase documentation, file it with the bankruptcy court, and render service of said documentation (a near impossible feat, especially given the Thanksgiving holiday this week). A quick check of their website, tells me that they are very much still in business and the use of bankruptcy as a business planning tool, is alive and well (Note to entrepreneurs: you may produce and sell inferior quality items, provide horrible customer service and keep your customers hard earned money). I was once a Brookstone customer, but I must vote against them NEVER BUYING ANY ITEM from them again and by encouraging the same vocally, to anyone who will listen.

To anyone wanting to use this brief elsewhere, I give hereby full permission to quote my experience in its entirety.
"

"Ordered cat ear headphones
year later they break but I have a warranty
I call customer service, they say wrong number, call a different number
I call the different number
talk to someone, give them my info and send them my order info
couple days, no response
I call again, looks like the first person did nothing, give this person my info
got an email this time (progress)
they say they'll send me new headphones
...
didn't get new ones, got a gift card for purchase amount (ok, that's fine)
didn't want a new headset anyway because it was garbage, picked out a couple new items
tried gift card, didn't work
called again, they don't know why it doesn't work. They'll look into it and call me back
couple days, no call back.
I call again
They cleared gift card and sent a new one (sweet)
I get it about a week later, but they sent as 2 cards
I find all items again, and try to buy with the gift cards
you can't use more than one gift card at a time (WHY?)
can't separate the items into 2 purchases because they are bogo
I call again, pick out all the items again over the phone
had to debate amounts because her price wasn't matching my price
turns out I had to tell her all the discounts because for some reason they don't show up on their end
finalize purchase (thought it was finally over)
...
I receive 2 items with no issues
3rd item, the most expensive thing, is wrong
totally wrong item, inscribed with wrong initials
I call again
they say they will send a shipping label in 1-2 days and after they get it back they send me a new one
it's a christmas present but it's still a month away, I think I'll be ok
got shipping label, sent it back the same day
week goes by...nothing
I call again, they say they'll contact the vendor to see what's up
I get shipping notification the next day and THE WRONG ITEM IS ON THE PRODUCT INFO
It's one of the other items that I already received
I call again
I tell them the wrong item is on the shipping notification
They are still waiting to hear from the vendor
tell me they should hear today and will call me back
I doubt they will
I'll probably call AGAIN tomorrow

If I have to go through sending it back and waiting again then my mom isn't going to have a present for christmas

I hate brookstone so much





"

"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."

"Don't believe it when they say the have it in stock and don't hold your breathe waiting on information or a resolution to an issue. I made an order ( my first with this company) on 05/02/17 for what was supposed to be an in stock item. I called their customer service on 05/10/17 to find out why I'd not received a tracking number or the item. The person I spoke to said the item showed shipped on 05/04/17 but no tracking information was available. She told me someone would contact me by the end of the day. I called them back at 6pm to again request information and to point out that nobody contacted me as promised. This person checked on my order then told me the first person should have told me it takes 24 hours for a reply and that I would "without fail" hear from someone on the morning of 05/11/17. I warned the person I was speaking to that if they failed to contact me again I would have to cancel the order and find it elsewhere. They assured me I'd hear from someone before noon. ::sigh::: I called them at exactly Noon on 05/11/17 since nobody had contacted me......again. This third person checked on my order. When she came back she sounded confused as she told me the order showed cancelled and asked if anyone had contacted me. Of course I said no and as politely as I could under the circumstances (since she was not personally to blame for the poor first experience with Brookstone) I let her know I would cancel the credit card transaction and asked her to forward to the people she reports to about the pathetic first transaction I experienced with this company. In summary, it's my belief that this company is yet another online vendor that shows inventory they don't have. That's compounded with a customer service phone center that doesn't have the ability to contact anyone in the organization with the power to supply an immediate answer to an issue, AND the person(s) contacted by the customer service phone center has no interest whatsoever in either replying to the query nor contacting the customer about the issue personally. 9 days after I order I found out it was never shipped and had been cancelled. Completely unacceptable."

"I placed an phone order with Brookstone prior to Christmas 2016. The order was placed by phone because their website cannot accommodate the use of more than one gift card as payment. In addition I paid the balance with a credit card. The representative who took my order did not indicate that stock was no longer available and in fact the email confirmation I received showed that all items were preparing for shipment. 2 of the items never shipped. I received no communication from Brookstone.

My first inquiry as to the shipment of these items was ignored. My second, sent through their website received a canned response about items no longer available either had not been charged or if they had I would receive a credit card adjustment.

I have received no credit card adjustment and the balance on the gift cards that I used show $0. My subsequent response to them via email was ignored. I have called their consumer help phone line and been told that the entire refund was sent to me on another gift card but I have never received this card. Also, they did charge my credit card for part of the order and I believe that should have been refunded prior to issuing a gift card. I do not want a gift card as I will never deal with this company again."

"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."

"So I ordered a product on Dec 2nd for Christmas. Well after 4 days I called as I hadn't received any information about it shipping. They told me it wouldn't be shipping out until Dec 23! So it wouldn't even be here for Christmas.

Really?...why wouldn't you notify your customers? It is obviously a Christmas present. I hate ordering from Amazon, but at least you get the product in a decent amount of time. I paid the same price on Amazon, but guaranteed in two days.

Never again Brookstone."

"Everyone else here is telling the truth and that is that Brookstone doesn't stock anything. Their "in stock and ready to ship" notice that they put on products is only there so you'll submit your order. I've been waiting over two weeks now for an item that was supposedly in stock... no shipping notifications, tracking numbers or changes in the order status screen since I ordered.

We called them and it sounded the person we talked to made a story up on the spot. It was something like, "Um, yeah, that's an, um... specialty item... and, um, well... those come from a special warehouse, and, well... Tuesday. Yeah, it'll ship nest Tuesday, and you'll get it a while after that. That's all the info I have."

What a joke.

If we don't get a shipment notice on Tuesday, we're canceling our order. If we get the runaround, we're contacting our credit card company. "

"The reason was because i used a coupon,

So they decided to cancel.
And never told me! I had to track it down 10 days later and to call and to be told that it was canceled.

way to go Brookstone. You lost 1 potential costumer, and for a good reason."