Brookstone

Brookstone misprinted the price for a pair of slippers in one of their catalogs. The slippers were listed at $39.99. When I tried to place the order the price came up at $49.99. I called and Brookstone would not honor the price printed in their catalog. This is terrible customer service. Everyone knows that one of the basic foundations of good customer service would be to honor the price they printed. I can think of 30 other reputable mail order companies that would have honored the price. Brookstone should be ashamed of themselves. That is just terrible, I will never order from Brookstone again.

Products are cool. Not really super original but still relatively unique and great for gifts. The quality is very good, way better than Sharper Image which sells similar products.

If I were to rate the B&M Brookstone stores, I would give it 4 stars. They have great in-store customer service, very helpful sales staff, and the products, while relatively expensive, are sort of worth the money.

Brookstone.com is a different story. They still use the old-school shipping charge schedule where the shipping cost goes up based on the dollar amount of the order. You can order a $2,000 camera that weighs 1 pound and shipping will be more than a $100 beach chair that weighs 20 pounds. A $99 iPad Bluetooth keyboard is $99 and shipping is $17.99.

They offer % off coupons relatively often to bring their prices somewhat in line with market prices, and also offer free shipping codes very often.

BUT HERE'S THE CATCH - You can't use both at once. So if you use the 25% off coupon you end up paying the $18 shipping which sorts of negates the benefit of the coupon. Furthermore, the coupons cannot be used at stores, so you are stuck. Smells of a bait and switch to me.

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.

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.

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.

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.

This is a SCAM. THE NEW BROOKSTONE HAS ZERO CUSTOMER SERVICE. MY SHIPPING NUMBER IS BOGOS. IT DOESNT EXIST. NO WORKING PHONE NOTHING

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.

I recently placed an order on Brookstone.com. The shipping method said UPS ground. I was sent a receipt that included an order number and a UPS tracking number. After a couple of days, I checked the UPS tracking number they gave me and it came up as incorrect. I called customer service. They also found the number invalid on their site. They checked another method and gave me the update orally. The item arrived in Houston at 12:30AM BUT WILL NOT BE DELIVERED UNTIL TUESDAY. Apparently, Brookstone.com sends the item out via UPS but it transferred to the USPS for delivery. DUH! I WOULD HAVE NEVER AGREED TO HAVE THE ORDER SENT VIA SNAIL MAIL! BROOKSTONE... HOW IS THIS NOT DECEPTIVE? Apparently, I would have had to call Brookstone and requested the item be shipped UPS only. The Brookstone customer service agent suggested I use this method next time to get faster shipping. BROOKSTONE, IF I WANT FASTER SHIPPING I WILL ORDER FROM SOMEONE ELSE! All of my Amazon orders placed on the same day arrived two days ago and I am still sitting here waiting for your order to arrive. It seems that the customer service agent has had numerous complaints before and your company chooses NOT to inform customers before the order is placed. VERY SAD and VERY DECEPTIVE.