Brookstone

Absolutely dreadful. I went with my girlfriend to have a look while waiting on a friend who interns with NBC. They have a display of mobile projectors which have a button to switch between each to test their quality. Unfortunately, the stand is horribly put together and the buttons are too stiff to push unless holding the entire display, so when we went to push one, the entire display moved ever so slightly. This is when the manager decided to come over and ask if we needed any help. I politely told him no but before he let me finish he stated «because you messed up the whole display.» I told him about the flimsy mount and I kid you not, he said «well you aren’t supposed to touch it.»
I doubt Brookstone knows anything about American Express Centurion card holders, but if someone up the corporate ladder there does, you lost one for good.

This company needs to just close. I ordered Christmas gifts from them in mid-​December and it has been a huge headache ever since. They double charged my credit card, short shipped me, then took ages to give me a refund. Every time customer service replies, I get to tell the same story OVER again since they apparently cannot go back and read old emails. I finally gave up and tried to return an item to the store in person so I can just wash my hands of this company, and the Rock Center location had closed an hour early the day that I went. I am still trying to get them to send me a shipping slip so I can just get a refund and be done, however they can’t get their heads around it so the month plus of dealing with them continues. Just don’t go there.

I will never order from Brookstone again. I purchased a $ 150 gift for someone online and it needs to be returned (still in the original packaging, never even opened, within two weeks of purchase, etc.) When we went to return, UPS said it would cost $ 60 and Brookstone refused to send a free return label unless the product was defective… Ridiculous. I recommend not buying gifts for people from this company and will never purchase from this store again!

So I brought an item from brookstone’s online store that was horribly descriped. I need to return it so I went directly to the store myself with all the item and paper work in tow. When I reached the front counter the cashier rudely informs me that not only can’t I return it at the store but to brookstone in general. Apparently it came from a third party vendor I wasn’t aware of. Whatever. So I took it home and called brookstone to give me a shipping label to return it.
Then I was informed that to return the item I had to pay for shipping which wasn’t what the store cashier told me. When I told this to the customer service representative. In exact words she stated that «it’s because the store didn’t want to deal with your item» and «it’s not brookstone problem you didn’t want the item».
Great customer service brookstone. You have now earned the award of worst customer service ever. Yes. That makes you worse than Comcast and no. Nobody wants to ever be compared to comcast.

Best store in the chain. The store manager was extremely helpful with my return, especially given the hundreds of people here for the holiday season. This was the kind of service that makes me want to return. Seriously.

Went here to look at the brookstone towel warmer. I wanted something that worked right, and not something I would regret buying.
Usually when you walk in, the staff are all over you… it’s uncomfortable, this time… no one! The one time I actually have a question!
Eventually I go find a girl, I tell her I have a question about the towel warmer.
How hot do the towels get…
Her answer… they get warm but not hot hot…
Sigh…can you plug it in? (Since very thing else is plugged in)
Sorry we can’t plug it in.
She’s lucky I was dead set on getting it.
I ordered it and had it shipped to my home.
Turns out the towels get real toasty!

Stopped in today and had a great experience. Rockefeller Center was a mad house due to the rain however when I walked into Brookstone I was greeted with a warm welcome and immediately assisted. I came because I inherited an old ipad with a Brookstone keyboard from a colleague who recently left the firm, and I couldn’t get the keyboard to function properly. Turns out all I needed was a charger. Judy (store manager) took the time to dig through the back room in search of the outdated charger (I’m guessing they don’t sell them anymore) and when she found one, she gave it to me clear and away. This gesture was much appreciated – all that was asked was that I keep the store in mind when I do my xmas shopping – and you know what, I will! Nice gesture by a smart manager.