"The absolute worst online store experience I have ever had - and I do 90% of my shopping online.
Their customer service is disgustingly incompetent and I will NEVER buy something from them again. "
"I ordered a lumbar support pillow from brookstone.com as a valentine's day present. It said on their website it usually takes 5-7 days for items in stock to ship, and this was listed as "in stock." I ordered on the 6th and hadn't received any email about it shipping or anything days later, so I checked online but my order number was coming up as incorrect or not processed, so I called. They didn't have the order number either, but when they looked up my info they saw the order, apparently it was being shipped from another factory to them(why was it listed as in stock?)and they had no idea when it was shipped from there or how long it would take, so they took my # to call me back with that info when they got it. They never called. I called back again (now after valentine's day) to just cancel since I had never heard back and was having such a hard time getting any answers. They said by now it had FINALLY shipped, this was a few days ago, they said I should have had it by yesterday (still no tracking # though) and surprise, still hasn't come. Last time I will ever order anything from here. Lied about it being in stock, never got a tracking number, taking waaaaayyy too long to ship and customer service never got back to me when I called the first time. "
"Horrible customer serviice. Trying to return an online purchase is a nightmare. Will never buy from here again!!!!!"
"Brookstone's website ordering was a breeze. No trouble finding the items. Their products range from inexpensive to top-notch electronics. Be sure to check out their website for all of your gift-giving needs !"
"I purchased 2 (two) hand-crank generators through Brookstone online. The items looked like little transistor radios and I returned them for an exchange which they did't want to provide but informed me I could return them for a refund and replace the order. I sent them back and the customer service representative kept placing me on long holds then coming back and asking for more information and telling me they had to received an authorization from the distributor who sent the radios to me from their warehouse. I purchased the item from Brookstone...BROOKSTONE owes (yes, STILL owes) me the refund - NOT the distributor!!! I was actually going to reorder the item I initially wanted, but there is NO way I will deal with this company again. I have been to their impressive looking store in Los Angeles, but I really have my doubts about their products and certainly don't care for their service tactics. Do NOT purchase through Brookstone - at least not online."
"Purchased Brookstone's top of the line wine opener about six years ago, and last week the unit broke in half. For the $65 I paid, I expected this product to last much longer. They don't even have warranty information listed for this product; only information on extended warranties. I posted two reviews on Brookstone's web site for this product, but neither of them show up. It appears that they are filtering bad product reviews from their site."
"Bought two three-packs of comfort socks at the store at the Galleria in Las Vegas. When we washed them the first time, they bled all over our laundry. Took them back to the store and were told they would not accept them back because they were personal care items and we did not have the original packages. Compare our treatment, which bordered on rude, with Bed, Bath and Beyond which accepts anything back any time without packaging and, as long as they have one on their shelves, without a receipt. We will never shop at Brookstone again. Most of their stock is personal care so they basically have a no return policy."
"Do not buy from this store, they have the worst customer service ever. After all was said and done, and the chair that we bought (a 3500.00 massage chair) finally was delivered, I got an email then a ph call from the director of customer service (Mike Hensen) whom after explaining to him what had happen. He finalized the call saying, "let me get your address, I'd like to send you something on the mail, so you can change your image of Brookstone" a few weeks later I receieved via UPS a catalog! LOL What a joke, I will never buy anything from this store again!"
"This is the "overpriced" store. Bad customer service. Bad return policy, Bad bad bad!
Just avoid buying there and you will just be more satisfied.
Bought an unsatisfying item from them. Could not get the money back....just a stupid gift card! Since everything they sell is crap....wont be very useful.
They sell mostly useless gimmick,overpriced items. It is surprising this type of store can survive in our economy. It shows there are still plenty of uninformed people around, sadly! Buying there is agreeing to get taken advantage of.
"
"IF I COULD GIVE THIS COMPANY A ZERO, I WOULD. I SUGGEST NEVER WAISTING YOUR TIME. PRODUCTS DON'T WORK, AND THEN CUSTOMER SERVICE IS AS BAD AS IT GETS."
"Ordered a sale item reportedly in stock on 1/5/12 and bought another item from the same luggage collection from zappos.com to coordinate with it. There was no communication from Brookstone until nine days later (1/14/12) when they abruptly cancelled my order. Meanwhile, the item is still listed on their website. I'm disappointed and won't attempt an order at brookstone.com again."
"Ordered an item, "in stock" on their website, a week before Christmas. Next day got an automated notice that it was out of stock, with a delivery date of 12/27. Notice said if I didn't cancel, that would be my acceptance of the later delivery. Promptly sent a cancel e-mail (12/20). Only got an automated "we received your e-mail" reply - no acknowledgment of cancellation. Sent another e-mail - same thing. Finally called them, only to be told that they'd contact their vendor and couldn't assure cancellation. So if you order, and it's not in stock even though they say it is in stock, you may or may not be able to cancel."
"I ordered a xmas present on 12/9 & didnt here anything for few days so I sent customer service an email to get the tracking number. I got an email back saying the item shipped on the 19th & will be there before xmas & the tracking number will be emailed to me soon. On the 23rd I recieved an email that they are out of stock & have a merry xmas. I will never order anyhting from this sight again. "
"PRO FOOT AND CALF MASSAGER / Item # 651455
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 still asking when will the item be delivered. After five emails, I am now being told the item has been canceled and I will have to order it again. BUT !!! I still do not have my other $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. "
"Really bad customer service! I ordered an item on Saturday, April 2nd. The order confirmation touts how they can't modify orders because the order is sent directly to the warehouse for shipment. Getting the shipment out the door is their number 1 priority, so they say.
I received an order confirmation immediately after placing the order. I never received shipment confirmation despite their pledge to send that information as soon as the item ships.
On April 5th, I sent an email to them asking what the issue was that I never received any notification about my item whatsoever. I never received a response.
However, the item was finally shipped on the 4th and delivered on the 6th. So, the time-to-deliver was extremely good. Too bad the automated system/customer service sucks..."