Brookstone Reviews

I have to give Brookstone some serious kudos here. We bought two single cup coffee makers from them. One finally gave out after 30 years of being used every single day without fail. The other one is still running strong. That's the kind of quality you want to see. Much appreciated.

I got a heated throw for my mom that came with a 5 year warranty. It stopped working during year four and that's when the problems started. The phone number listed in the booklet for Brookstone and the warranty company didn't work. I found another Brookstone number online but they weren't much help. They gave me an email for the warranty company but it bounced back. Called again and got a different email that also failed. When I called Brookstone a third time, a manager finally told me the warranty company had filed for bankruptcy and there was nothing they could do. They don't stand behind their products at all.

I was interested in an eye mask and saw a link offering $10 off. I clicked it and was greeted as a new customer with a code to save $10. But when I got to checkout, the code didn't work. I tried multiple times then called customer service. After waiting over 5 minutes, the rep said the code was valid but I needed to clear my cookies. That didn't help. I tried on another device and still nothing worked. I emailed customer service explaining the whole situation. Their response was that this was a sale item and discounts don't apply. The listing didn't say anything about it being on sale or promotional anywhere. This is a hundred dollar eye mask, so a 10% discount isn't even much of a deal. I asked for a courtesy discount as compensation for the time I wasted and was turned down flat. I won't be shopping at Brookstone again. Update: I got an email saying oops, we shouldn't have mentioned it was a sale item, and they even acknowledged that nowhere on the page does it say that. But now they're telling me the price is actually 99 dollars.

Got the Flowing Sand Ambient Light and it doesn't even work. Total garbage.

This is absolutely ridiculous. I bought the Titan 4D Vigor Pro Massage Chair at the advertised price of $2294.00 and placed my order. Then I got an email saying they won't honor that price and want me to pay $3999.00 instead. Are they kidding me? They're refusing to honor their own advertised price. My options are basically: cancel and get nothing, accept a full refund with no chair, or buy a much worse model at the original price. How is this even allowed? Your customer policies are terrible and your service is awful. Happy holidays to the grinch running this place.

I went to the Brookstone store at DFW Airport in Terminal A and bought an unopened Apple item. When I tried returning it less than ten minutes later, they refused. The sales associate never said anything about a final sale policy and there weren't any signs posted about no returns either. I was told to contact Apple instead, which sent me on a wild goose chase and wasted my time. Turns out they're using their online return policy at the physical store without telling anyone. I confirmed this later through customer service, and it's honestly deceptive and unethical, especially for airport shoppers who don't have time to scrutinize every policy. Brookstone used to be a brand I believed in. Not anymore. Stay away from them and any companies they work with because you have zero options if you change your mind, even with a brand new unopened item you just bought.

Now I get why this place has barely any five or four star reviews. Looking at the ratings, you mainly see threes, twos, and ones, and for good reason. This company is terrible. Their stuff is pretty poor quality overall. I know better but I still pop in occasionally for something unique. I reached out to them about ear pods I got as a gift a couple months ago that weren't charging properly. I wasn't even asking for my money back, just wanted them to replace the charging component. Their support team is just as bad as their merchandise. They basically ignored me and gave me zero assistance. It's disappointing because I've rarely seen customer service this bad before.

This company's return policy is stuck in the stone age. I ordered a pillow but it was too large to actually use and they won't let me send it back. The website never showed any sizing options or let me pick a size before ordering. I had a good experience years ago with another Brookstone pillow I bought elsewhere and tried to replace it here, but they don't even sell anything comparable anymore. If you enjoy throwing money away to a brand that's completely outdated, Brookstone is your spot.

The return and exchange policies here are completely outdated and don't match how modern retailers operate. They won't even offer exchanges when it's their own mistake. That's inexcusable.

I ordered a sleep pillow from Brookstone's website. All their sleep pillows are marked as Final Sale with no returns accepted. I assumed it was a reputable business and went ahead with the purchase. When it arrived, it had several visible stains and showed clear signs of being slept on for a long time already. I emailed their customer service but got no response. After three days I called, only to get disconnected after about 20 seconds on hold. I tried a second time with the same outcome. I would strongly advise against buying anything from this company.