Brookstone
Reviews and Complaints

Didn't even have it for 3 months and it went out on me not working at all Johnny Johnson [protected] just want a replacement or refund my address is 4264 east capitol street NE Apt 10 Washington DC 20019 it is a big black dot on it when it comes on can't see nothing at all still waiting for my replacement or my refund to my credit card 11/28/2023 at 12:31pm

I bought a Bluetooth speaker that is supposed to charge headphones. The end that inserts into the speaker did not stay connected. It seemed to be the wrong size. I bought a matching cord hoping that it would fit better. That did not work. The company is not allowing exchanges for earphones or anything to do with them. The person at the kiosk was rude and unhelpful. I am extremely disappointed that I spent 120.00 that I never got to use.

Brookstone Massage chair . What happen when I hear noise and stop workIng .l start to remove the leather cover . under the leather cover a piece of linen cover the machine it was ripped from the edge because the plastic wire holder ripped (picture1)and stuck with machine shield (picture2)and I see white piece of the heater ribbed and it go inside the track of the machine buckler (picture3). Thence it is not my fault but it is manufacture mystic . I am asking for fixing or change the chair for me.

I was at the brookstone store with my friend and we were looking at the products because he was interested in purchasing headphones for the flight. When we walked into the store she greeted us with a highly unfriendly tone and did not get out of her seat in the corner. The employee is a heavyset female with glasses. We are from Russia and I feel as though she acted negatively towards us due to our accent. We were debating on purchasing a chair we saw because we needed one for our apartment. I sat in the chair and tried it out and then I got out of the chair with minor difficulty because I did not understand how to work the remote. She came up to us and yelled at us for sitting in the chair that was obviously meant to be tested out and told us we could no longer sit in chair and made us leave store. I will never again purchase any brookstone products and I am appalled at how she treated us.

Dear Brookstone Management,
Good Evening. This afternoon (October 14, 2017) at approximately 6:20 PM, I visited one of your Brookstone locations located at 145 Smith haven Mall, Lake Grove NY, 11755. In my many years of visiting this location and purchasing many items from a Fitbit and most recently a foot massager, I’ve never been treated in such a disrespectful manner by a manager.
My children enjoy this location because in the past, all the employees had were extremely kind, professional and courteous. We’ve always enjoyed experiencing the new massagers and experimenting the various ones that are available for customers to utilize. I have subsequently purchased one of these massages and that is because of the ability to utilize them prior to purchasing. This evening I had a very different experience at this location. The woman by the name of Christine who subsequently learned was the manager, was very disrespectful and rude. Her demeanor was both unprofessional and cold. She came over abruptly to me and my 10 year old son, and told me that I needed to ‘’Remove my flip flops! The massager I was trying did not have a place for your feet so I assumed it was permissible to leave my flip-flops on. I immediately apologize to the woman but she continued to have a very poor attitude towards me. I asked her about purchasing one of the massagers and asked her if it was still available however, she would not make eye contact with me but proceeded to straighten up the shelves while telling me ‘’we’ve had it for over year, it’s nothing new.’’ At that moment she walked away and spoke to another employee pointing and referencing me and my family so we left this location.
I was extremely disappointed but particularly upset after hearing my 10-year-old son and my daughter articulate that they never wanted to come back to this location again.
I ask that you please have a conversation with this Team. It was certainly not the experience that I wanted to end my evening. Thank you for your time and consideration in this matter.
Respectfully,
Ms. Sharon Dungee

I paid over $400 for my orders and when I received the parcel all of them were broken. I wasn't offered repair or replacements. I know that sellers must have needed parts for seven or eight years in case of repair. But the Brookstone said to me a different thing. I think I paid enough money to simply get rid of my products without asking for anything from them. Where's your responsibility? Why are you so unreliable?

I bought this fan on line. It was AWESOME at first. It soon started losing speed so brought it back to the store and they reluctantly exchanged it for another. After getting home I tried it...it worked great, for 1 day that is. I called customer service and they told me to keep it and they would send me another. 10 days later I got it via mail and to NO SURPRISE, it didn't work. I tried one more time only because I loved it, when it worked and of course it didn't. I'm SO disappointed with this company. If all you can sell is "garbage" Don't! I'm going to get a refund, but I doubt very much they will honor their product. I'll never shop there again and will relay the message to friends and family that have always loved and shopped at your store. DO NOT PURCHASE ANYTHING FROM THIS STORE😡

Brookstone used to be a great place, they had huge variety of merchandise and great prices. I was a long time customer and bought many things from them but they've changed in a bad way. My two recent orders were completely messed up. One order arrived and was incorrect, after days of arguing I finally got a refund. My second order never showed up because they cancelled it and never bothered to tell me. I waited patiently and when I found out about that I was shocked. I asked them to give my money back, but they ignored me and did not reply. I called and emailed with no luck. Once they finally replied and said only that my order was cancelled because my item was no longer available. They said nothing about the money. I'm very disappointed and I'm officially done with Brookstone.

I had a terrible experience with Brookstone and will never deal with them again! I already gave up and decided to tell people about these scams.
I have placed my order back in January and it took them forever to deliver. About three months later I finally received my order but it was incorrect.
Contacted customer service and received no help. Asked for a replacement and received no as an answer, asked for a refund and no again.
Spoke with their reps which were very rude and nasty. No one wanted to help and they gave me only a run around. Well, I'm sure I'll never get my money back and I will no longer waste my precious time with these guys. And I recommend everyone to stay far away from these thieves!

I attempted to purchase a massage chair for $3, 300.00. They cancelled the order via email, stating that the address associated with my credit card is not the same as the address provided during the online purchase. I used the same address. It probably compared the 5 digit zipcode with a 9 digit one or something ridiculous like that. I replied to just cancel the order. If I can't even order something without trouble, imagine what it is like getting warrantee service or customer support out of them. The horror stories must be true. AVOID.

My family and I were looking at your products and enjoying sampling them before we bought them just as we do in our home city. The customer service representative in charge came over to my five year old daughter and ripped the ear phones off her ears. She told me that they were expensive and we could not try them. They were $150 and I was watching my daughter. If we would have broke them, I would have paid. It was very upsetting and rude to treat me and my daughter.

I posted a long and thoughtful review on a Crane humidifier and went through the verify process. The review was never posted. If you look on the website most products (like this humidifier) have NO reviews. All negative reviews are deleted and you only see five star reviews. NOT honest. Incidentally, the use a third party to manage customer reviews ... and you cannot delete a review once it's submitted (unlike Amazon) because they consider the reviews to be their property. You won't get objective critiques of any product on this website.

Never purchase a replacement Brookstone replacement plan. Never purchase a Vincci Hands Free Citrus Juicer. In my case, the "Replacement Plan - 1 yr" only kicks in AFTER the mfg limited warranty. I called Brookstone and they would not stand behind selling me this product. It was dead on arrival and customer service told me I had to contact the manufacturer because Brookstone would not step in until the mfg warranty expires because it was a "drop ship" item. My transaction was with Brookstone. In my opinion it is their responsibility to handle issues with this product. To top it all off they are not authorized to release the mfg contact info! I had to find it myself and the mfg won't call me back. All voice prompt options lead me to the same mailbox for "Andrew". It's not worth the hassle with Brookstone to purchase anything from their store. Their customer service policy is ridiculous. The poor people that answer the phone have to defend a company that does not care about customer satisfaction.

I will never purchase ANY product from Brookstone again. I have been a loyal customer over the years but they must stick to their absurd "policy" even though I purchased their "replacement" plan. Brookstone is worthless. Buyer Beware. I've started a chargeback claim with AMEX. At least they are on my side.

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 am a recently Diabled Veteran and needed a shoulder/neck massager so ordered from Brookstone, even after reading some online complaints but thought I'd give benefit of doubt. I also ordered the two year protection plan for $16.00, total of order $122.74. Not even one minute after I submitted order/paid wih debit card, printed recpt., the item showed-up ON SALE by more than $30., but i certainly did not get that price but was a week or so before Father's Day so again, gave benefit of doubt. First item comes and would not even power-up. Called and got RMA, and it was rather easy process and actually rec'vd. replacement probably about same time they got my RMA. Product was NOTHING what it advertised and actually HURT because it has hard plastic nubs for massager so called and again got an RMA, explaining. WEEKS went by, then I was not even able to log-on to their website, as if I had been scrubbed, then read their system was hacked, yet custumercare rep. just said they were getting new computer system. I was assured my refund would be placed back on my card. Another few weeks go by and called and was treated very rudely by two different custumercare people. Was then told they could not give me a refund, a gift card would be issued and only the $16. for protection plan would be placed back on card. I said, NO< NO< NO...informed that there's cunsumer protection laws that dictate you refund in same manner I paid. Week later, I get a refun of $16. on card, waited four days, called again and was told, "unfortunately, we cannot place your refund back on your card, a CHECK will be issued. I said that was totally unacceptable because what's to say i will even be able to cash said check? After a phone call FROM them, was ASSURED that my refund would be placed on a GIFT CARD...as if they never listened to anything I requested as the customer! After yet ANOTHER call from them, they assured me that the gift card would be converted/placed back on my debit card. Today, after yet another week, I sent an email inquirey and they came back with "Your check will be sent out in mail!" NEVER did they ever acknowledge that I have a COPY of the recp't of what i paid and that I expect the price I paid (no shipping costs), MINUS the $16. protection plan. Another email from them stating if you have a complaint to call their customercare dept., totally ignoring my request of an ack. of what the refund amnt. will be! I am filing a BBB and FTC Fraud complaint against them and also letting the whole DV (Disabled Veteran's of America) Org. know to recommend that ALL Veteran's stay CLEAR of their business, since they seem to be in most larger airports, and also will let the VA Regional Offices know. I am so SO GLAD I did NOT purchase a certain foot massager from them at a considerable cost. This has been so stressful and cannot remember when I had such horrid customer svc ANYWHERE in USA! Anyone have any other agencies I should relay my experience? Peace!

I bought an expesive massage chair in April from the store in the Mall of America in Minneapolis. Baught the extended warranty for repairs. After two days, I found the chair was missing a panel that caused the backrest to tear. That caused damage to the mechanism causing the chair to fail. Called for repair in mid april. Repair came June 23rd. Didn't fix the problem. Just called 7/8/2011. They knew about the issue, but no parts were ordered. I wonder if this thing will be fixed before the first year of use. Bottom line, don't buy from Brookstone. The hastle isn't worh it!

I purchased a Brookstone item on line through Amazon.com and realized it was the wrong item when it was sent to my home. I called the phone number on the back of the packing slip which acts as your receipt and it was the Brookstone's company number. I told the customer service rep I wanted to return the item, and she said that I could return it to a Brookstone store or mail it back to the company. I then drove all the way to the mall and was told that I received incorrect information from the customer service rep and that because it was purchased on Amazon.com, I could not return it to the store. I then called the same number I had gone through before and was told, "that it was very hard to believe, " that the first customer service rep told me that I could return it to the store. She then told me that I would have to mail it and pay the postage which was never mentioned to me the first time. She acted like I was not being truthful and didn't believe that I would be misinformed by the first cutomer service rep. She obviously didn't care to hear me out and so she basically thought I was lying. I only wish she could hear the first conversation which is most likely recorded so that she would owe me a huge apology. If she would have taken a moment and realized that maybe I was owed free postage and that it wasn't my fault for the first customer service rep misinforming me. I will never ever buy a product from Brookstone and will always remember how rude that woman was for accusing me of being untruthful. Wow she needs to get a new job and Brookstone needs to hire better customer service reps.

I bought the A R Drone Helicopter for my 13 y/o boy's Christmas present. Over $350! It has so many glitches, quirks, problems, and parts that malfunction that I tried to return it. Brookstone will not return it because 'that's the deal they have with the company'. The company won't do anything because, 'We didn't take any money, so we don't return money." It's a piece of crap that doesn't work and that was my son's big (only) present! Further, the 'agreement' states that the *buyer* is responsible for any shipping charges for repairs! Total rip off, Don't shop at Brookstone!

I purchased a Uastro Massage Chair by OSIM from Brookstone as a Christmas present for my mother December 2010. I paid over $3, 000.00 for chair and 2 years extended warranty. This chair is supposed to do it all... recline to zero gravity and give several different styles of full body massages. The chair was delivered and set up by a Brookstone. 2 days later the right arm of the chair stops working. It takes over 2 weeks of talking to Brookstone several times a week to get someone to come and repair the chair. The chair works fine until 2/17/11 and then stops working completely. Again, we contact Brookstone and report that the chair will not do anything. It is now 3/07/11, and the chair has not been fixed! We contact Brookstone daily and are told that the work order for repair has been approved and someone will call us to schedule the repair within 2 days. Upon waiting the 2 days and not receiving any calls, we call Brookstone and are told the same thing. This has been going on for almost an entire month!... and I was stupid enough to even purchase the extended warranty! Brookstone refuses to replace the massage chair stating that they will repair it... we keep waiting and nothing happens. We have gotten fed up to the point we told them to come and get the piece of junk and refund our money... Brookstone refuses. This is a $3, 000.00 massage chair that was received at the beginning of January 2011... worked 2 days... broke for 2 weeks... repaired and worked for 2 to 3 weeks... broke again and been broken for a month!... Never, never, never do business with this company!