About six months or so ago I purchased an iGo mobile travel adapter from Brookstone in the JFK Airport in New York. The device proved extremely handy allowing me to plug into airline power adapters as well as AC outlets. Then on Friday of last week my adapter stopped working. The blue light which used to be solid on the adapter started to flash. I realized the tip was the culprit because as soon as I removed the tip, the light stopped flashing.
Apparently my situation was a known problem According to my MIS department. Since I was traveling on the following Monday I didn’t have time to wait for a new tip to be sent to me via the mail so I decided to go to the mall this past weekend and see if I could purchase a new tip.
No such luck. The mall I went to had all the electronics stores you could think of from Brookstone to Sharper Image but none of the stores carried any iGo products.
So there I was – stuck. I had now way to power my laptop on my flight today.
As I walked through the airport today at JFK once again I happened to find another Brookstone store in a different terminal.
I explained my situation to the person behind the counter and she explained that they don’t sell tips for laptops. I could purchase a new iGo adapter for $120 if I like.
I asked if I could return the old one and she said they no longer carry it and their new return policy would not allow it.
So basically it looked like there was no way for me to power my laptop for the week – unless I opted for a new adapter.
Then the woman asked which tip number had the problem. I told her #6. She reached into her magic iGo bag behind the counter and handed me the tip I needed. I gave her mine. She said she would send it back.
Now in case you don’t know me, I believe I have some sort of power obsession. I like to have all of my devices fully charged at all times and just hate to run out of battery. This power situation while perhaps a small problem to others was a big problem for me.
It is obvious that the person behind the counter at Brookstone saw my frustration and decided to help a customer out. She went above and beyond and I appreciate her actions and that of Brookstone corporate. Great job Brookstone. If only every company had employees like yours.

  • anon
    August 29, 2007 at 4:21 pm

    I just got off the line with Brookstone Stores. I purchased over $500.00 of items. Two I wanted to return because of unsatisfactory issues. I was told they could nnot be returned because they were personal items. The one was a Sona Pillow. It was absolutely hrrible. Received a stiff neck.
    The pillow was so huge it was worthless. Even Wal Mart allows returns of such items. Not Brookstone!! In the past I spents thousands of dollrs from Brookstone. No more! If a company treats customers the way they treated me, they need to be forced out of business. Take my warning, Brookstone Stores are not woth it. I have found out that Hammacher Schlemmmer is far superior in quality and customer service.

  • Karol
    September 12, 2007 at 1:07 pm

    I purchgased a king size memory mattress topper. Upon opening item it sure was not king size I called the store asap and they told me I cannot return or exchange because this was a personal use item I am upset and disgusted I have been shopping as a valued Brookstone customer for years. It sure isn’t my fault I paid for king and got less than king size like a foot short width wise. I am probably not gonna get a refund or even an exchange. I am upset that the store told me that it is illegal for them to accept such return. It should be illeal for them to sell me the wrong item and keep my money too.No longer will I shop at Brookstone. Walmart is way better and would gladly appreciate me as a valued customer.

  • frank
    October 19, 2007 at 8:07 pm

    Actually, I find it comforting to know that Brookstone doesn’t take returns on OPENED pillows and such. Unlike some kid at Wal-Mart who could potentially put a used pillow with drool all over it back on the shelf.

  • Eileen Planchetv
    July 3, 2008 at 3:02 pm

    I was given an indoor outdoor thermometer from Brookstone for Christmas 2007. In June 2008, the digital display failed and I brought the item to the store where my husband had purchased it. Despite the Brookstone logo on it,I was told that without a sales receipt they would do nothing. Since it was a gift, I did not have a receipt and would never have expected this retailer not to stand behind its products.
    This is a terrible policy for a supposedly reputable retailer – I did not bring the item back for any reason other than the fact that it is clearly defective, which the sales manager acknowledged. He also said it was still under warranty but that without a receipt I was out of luck. Needless to say, I will never make another purchase from Brookstone, and will encourage everyone I know to do likewise.

  • Anonymous
    July 16, 2008 at 2:25 pm

    Brookstone has actually gone downhill in terms of customer service. Gone are the days of “Lifetime” warranties and superb customer service, and the products are now of lesser quality and more expensive. I suggest everyone to shop somewhere else! They’re no longer exclusive…you can find those items at many other stores.
    On a side note, about the pillows and mattresses…I would buy directly from Tempur-Pedic, usually a better deal with no sales tax (for most states) or at some other retailers who now carry Tempur-Pedic as well. Also, Brookstone is not so high and mighty. They used to sell used pillows and such at discounted prices!

  • Luis
    August 12, 2008 at 2:06 am

    When I think of Brookstone I think of a company who doesn’t care about you after the sale. I have spent thousands of dollars over the years with this retailer and have only attempted to make two returns. Both times I walked away disappointed. They have the WORST return policy I have ever seen!!! Brookstone does not accept returns after 30 days of a purchase and worst of all they won’t even offer a store credit. I don’t know of any other large retailer with such a stringent return policy. This evening I attempted to return three items I had previously purchased and never used. The items were in the orignal boxes. Once again I was turned away because the purchase was more than 30 days ago and I didn’t have the receipt. All I wanted was a simple store credit to re-purchase something else. This will be my final visit to any Brookstone store. They have lost me as a customer for life. I will take my future business to a store who cares about keeping a customer happy after the sale. What a concept!

  • Anonymous
    September 14, 2008 at 5:35 am

    Ever since the company was sold to the Chinese company OSIM, the customer service that Brookstone was built on has been replaced by bean counting. The return policy has been changed multiple times over the past few years, in favor of the company and not the customer (according to the salesperson I talked to.) This forces you to buy their extended warranty, oh sorry, the replacement plan which doesn’t replace the product but will give you a gift card, for an extra 15%. If you don’t keep your receipt or get a gift reciept, you can’t return anything or even replace a broken product. It seems like it is more cost effective to turn you away and loss your business than to take back the product and send it back to the manufacturer, oh they are the manufacturer. With policies like this, they will soon go the way of Sharper Image.

  • Brookstone Discount
    October 21, 2008 at 5:21 pm

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  • Brookstone Coupon Code
    December 6, 2008 at 4:34 pm

    I used the brookstone coupon code SHOWHOP and it worked!! Thanks for the article!!

  • Coupongrove
    August 12, 2009 at 2:53 am

    Thanks for your views. According to me Brookstone is one of those sites that sell you practically everything under the sun. The first time that I dropped in on it, I was greeted by offers on pillows that help you stop snoring and massage chairs. The Brookstone site itself was swarming with all kinds of great products at unbelievable prices. There were great discounts everywhere — great ways to make sure that visitors to the site get hooked instantly and stay on to find more and more great deals.
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  • Howard Cross
    June 30, 2010 at 11:16 am

    I received a pretty cool birthday gift from Brookstone the other week via my sister. It was a audio/video spy pen.
    My sister was so excited and I pretended to be but I knew
    I would never use it and took it back or I should say tried to. It was clearly marked and boxed as a Brookstone product and was not used. I had no gift receipt. They would not take it back and give me a store credit which they said was a store pollicy. I was humored and shocked at the same time being that I have been purchasing thousands of dollars of Brookstone stuff for years. The sales people were rude, insensitive and abrupt. Brookstone has lost me as a lifetime customer. DO NOT PURCHASE ANYTHING at Brookstone if you might lose or misplace the receipt. I have a feeling they will be going under soon or they would not have such customer unfriendly polices and risk losing lifetime customers as myself. Too bad, but I’ll still stop at their airport locations for free chair massages, that’s the good news and I’l find a way to have fun with my spy pen but Goodby Brookstone, Brookstone bye bye!

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