ComplaintsforBrookstone
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I spoke to customer service regarding fit for someone my weight and height. They said I would fit. I purchased the chair on 2/12/2023. If I did not like it for any reason, the 250 shipping and 250 return are nonrefundable.The chair started causing immediate problems. The settings were unpredictable, and the foot massager caused damage to my feet. The pressure from the airbags pressed my feed so hard against the rollers that it was hard to work on my feet, something like fasciitis. Also, the enclosed foot massager is small, pushing my foot against the front and causing nail damage. Because I have diabetic feet, I did not feel it and later discovered the injury when my shoe filled with blood. This item is not safe and did not perform to the specifications of a user my size, causing injury. ********************** sis responsible for this defective item and I should get a complete refund.Initial Complaint
03/13/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Ordered a knee massager from Brookstone Online. Upon receiving it I contacted them as it had been fasley advertised and product was not as discribed. I contacted them for a refund recieved information on how to return. Spend 20 bucks at *** store and had it shipped. 2 weeks later recieved it back stating company out of business. I've tried contacting them numerous times to no avail and I want my refund.Customer response
03/25/2024
Good afternoon,
Please note I have also continued to attempt to reach them but have also had no response from them. I've notified my bank of your update as well as they have begun to dispute the charge with **** but as of right now we remain without a refund and without a response from Brookstone.
*******Initial Complaint
02/20/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased two cameras from Brookstone online I gave my address. The first camera was delivered to the wrong address. I was told to go to the wrong address to see if the people that lived there had my camera. I did. They had my camera. The second camera never came. Because Brookstone would not change my address, I was not going back to that wrong address to see if they had my 2nd camera. I asked for a refund. I told that my account had been compromised and I had to get a new card. Brookstone would in addition to not changing my address in their records which happens to be my billing address, they would not change my card number so that I would receive my refund or refund check.Customer response
03/01/2024
Your organization have not heard from this company and neither have I. They are not friendly after taking your money.Customer response
03/01/2024
I have not heard from this business. I am not satisfied. The reason I reached out to the BBB is that Brookstone does not respond.Initial Complaint
12/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
This was a gift i received back in June. I just opened the box, and the product appears damaged. I contacted the company with my concerns..(power displaced making it hard to power on and off. Also, I've notice that it automatically come on! Does that mean there's an electrical shortage? I opened the box on 19 Dec 23 and that's when the discrepancies were noticed. I emailed customer service and basically their response was they could not help me. Again this was a gift and i simply wanted a replacement. Please see response from Customer service. Dear *****, Thank you for contacting Brookstone Online! Unfortunately, this product is not carried by Brookstone Online, nor do we hold the warranty. You will need to reach out to the seller for assistance with warranty returns/exchanges. Our apologies for the inconvenience. Kind Regards, Customer Service Brookstone Online 888-454-9752Initial Complaint
07/19/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Date of the transaction May 29, 2023. The cost of the purchase $157.99. Order number ***** I ask for a refunded because I have not received the product. I have not received a refund from the company Brookstone. The company has agreed to refund me for the purchase, however I have not receive an refund. I have called the company multiple times.Customer response
08/16/2023
The company refunded the money to my card credit.
Thank you,
******Initial Complaint
06/02/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My daughter purchased the Spa Body Massager with the attachments - brush, scrubber, pumice, etc. for my Mother's Day gift. The unit will not open to replace the batteries and is now inoperable. I simply wanted to exchange the Spa Body Massager for another one. I phone Brookstone customer service on June 1, 2023 @ approximately at ###-###-#### and spoke with Customer Representative Charlotte. Charlotte was very rude and begin telling me how Brookstone was in bankrupts and that she would not replace the Spa Massager with the attachments. I requested a supervisor, and Charlotte refused to allow me to speak with a supervisor or manager. She continued to ramp and rave about Brookstone was in bankruptcy and they sold the company which I had no idea of what that had to do with the Spa Massager not working and a replacement requested. I continuously requested a Supervisor but Charlotte refused to allow me to speak with management. In fact, she told me that I would not speak with management and there was no managers or supervisors available. Then Charlotte went on to tell me that the product was not their product even though the product has BROOKSTONE name on it. I simply would like to exchange the Spa Massager for another one. I could not believe that Brookstone does not have managers or supervisors in their Customer Service Department to assist their customers with a simple exchange or replacement.Initial Complaint
05/10/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I am a victim of identity-theft, I am writing to request that you block all accounts disputed as fraudulent on my credit reports with Transunion, Equifax and Experian. This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by Congress and The Federal Trade Commission, which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act. 1.BROOKSTONE bal. $1,021.00 Acct # *******Initial Complaint
11/17/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have a Brookstone Heated Electric Windshield Scraper with Led Light. It does not come with a Ice Scaper Plug In. I have all the wires to use the scraper but can't connect it to my car. I have contacted Brookstone customer service which led me to the manufacter Tri-Coastal Design Group, INC. customer service and they are out of buisness. All I want is a adapater for my Scraper. I don't want money back but an working Heated Electric Windshield Scraper.Initial Complaint
11/17/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On October 19, 2022 at 2:26pm mst, I contacted Brookstone at [email protected] and received a reply from [email protected]/ warranty on October 22nd to send proof of the heated blankets I purchased so they can escalate getting me new blankets. I have continuously responded and reached back out to the same email on October 25th and November 8th to no avail. I do not appreciate being ignored or Brookstone trying to exhaust the timeframe of my warranty so they will not replace my two blankets! This is ridiculous that customer service will not respond to my emails on the eta to receive my new blankets. I need my replacements and a response from the company as soon as possible.Initial Complaint
10/24/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
A couple of months ago my husband purchased the BONECO Clean & Cool Fan - Fan and Purifier In One - Adjustable Height to 33.5" from your website. Last week my while vacuuming I accidentally hit up against the purifier causing it to fall. To my surprise when it fell it completely broke, and cracked. It also caused scratching to my hardwood floor. I'm confused on how this product broke like this after being tapped by a vacuum. The purchase was made in my husband's name: ****** ****
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Customer Complaints Summary
20 total complaints in the last 3 years.
7 complaints closed in the last 12 months.