I was given an indoor radio controlled helicopter as a 50th birthday gift. The person who gave me the gift paid Brookstone additional money to purchase an extended warranty for the helicopter (Brookstone's Protection Plus). Attached to my gift was a gift receipt for the extended warranty and a brochure on the extended warranty plan. However, I was not given a gift receipt for the helicopter, itself.

Within roughly 15 minutes of use a sizeable piece of the helicopter blade broke off from the remainder of the blade. This rendered the helicopter inoperable. I went to a local Brookstone store and presented the broken helicopter and the extended warranty with a gift receipt for the warranty showing it had been purchased just the day before. The store's assistant manager told me that the damage appeared to have resulted from abuse, not a manufacturing defect. Consequently, she was unwilling to exchange the helicopter or provide a store credit. I pressed the issue and eventually the assistant manager asked me for a receipt. When I explained that I was not given a receipt with this gift the assistant manager dug in her heels and refused to give me a refund or store credit. She told me without the receipt she could not confirm that the helicopter had not been purchased on E-Bay or stolen. (It's telling that members of Brookstone's management team possess such a low regard for their patrons).

I showed her the extended warranty, which she said was currently meaningless. The assistant manager explained that the warranty could not be used until 12 months had passed from the date of purchase. Inasmuch as I had no intention of waiting a year for help with this problem I asked the assistant manager for either a refund or store credit for the money that had been spent on the extended warranty. Again the assistant manager refused.

I called the claim number on the extended warranty and the representative there told me that the "Micro Chopper" product was known for frequent defects and breakdowns. (That fact didn't seem to stop Brookstone from selling this product, however). I was given another number (800-292-9819) to call so as to attempt to obtain support. However, I received the same response as that given me by the store's assistant manager.

I don't know how much my friend paid for the gift that had been purchased from Brookstone. However, I find it remarkable that Brookstone solicited the purchase of an essentially worthless Protection Plan on a product with known quality issues. The replacement of a simple plastic propeller would have cost Brookstone a tiny amount of money. By treating the product and policy issues I raised in such a dismissive manner, however, Brookstone has alienated me as a consumer.

I have an executive level position with a large multi-national corporation that promotes a consumer-centric approach that we refer to as "client delight." Our organization's studies have found that delighted clients are not only repeat clients (making them profitable) but tend to influence others to utilize the same organization's services. It is apparent that the concept of "client delight" is foreign to Brookstone. Products like those sold by Brookstone can be found elsewhere. If you are considering the purchase of one or more of Brookstone's products you may want to seek their purchase from more consumer-friendly merchants first.

My Mom purchased a product on-line as a gift for me that I was unable to use with a cost of approximately $125. Because it was a gift by the time she gave it to me it exceded 30 days by a few days. Even though the product was unopened and still in its shipping packaging and I had the orignal purchase receipt they were completely unwilling to return it. They told me it was mine to keep whether I liked it or not. I mentioned to the manager that I had purchased one of their high end massage chairs last year for several thousand dollars and he could care less. Last Christmas they also gave me trouble on a Christmas return. I will never shop at that store again! Very poor way to conduct business. Be warned!!!

Scammers. My wife bought me an expensive radio for Father's Day. Went to return it and was told "no" because more than thirty days had elapsed. (Note: Tiny little sign on back counter states this policy, but was hidden by shopping bag when we were making the return). My wife pointed out that she purchased it 32 days before Father's Day to begin with. Brookstone could not care less.

What's the most annoying is the special Father's Day packaging all around the box that say "DAD". If you want to enforce a 30 day return policy, then don't put out goods pre-packaged for Mother's Day and Father's Day more than 30 days in advance. It's deceptive advertising which leads the consumer to believe that the product would be returnable within a reasonable time after the given holiday.

Two store managers and three calls to Customer Service and these scammers just won't budge.

I will never purchase something from Brookstone again. Scammers.

Got this for Christmas. Broke in two months. We had the original box and packaging materials... But not the receipt. The item looked brand new, but the manager refused to exchange it, repair it or even make a call on our behalf to a supervisor. Brookstone is basically calling the customer a lair, if you think about this. It had their name on the product. It looked brand new. I had the original box. Yet, they need a receipt in order to accept responsibility to repair or replace a product that they made?

This is a very, very disturbing company. Check all these complaints folks. They are all over the Internet.

Received a Brookstone Mini Charging Valet for Xmas. The item did not meet my needs so I decided to return it. The nearest Brookstone is about 45 minutes from my home so I made a special trip in order to make the return. I was outside the 30 day return period by a few days but figured they would make the return since I would be receiving store credit, not a refund. I presented the gift receipt and the unopened/unused item to the cashier and asked if I could return the item for store credit, acknowledging that I was outside of the 30 day time frame. Before the cashier could respond, the manager stepped in and told the cashier not to do the return, telling him he would "get in trouble" for processing it. When I attempted to explain my situation (live far away, can't use the item, just want to select another item from your store) I got the typical "policy handed down from corporate" line and was told that I'll "have to give it as a gift to someone else." Instead of making a potential customer happy and maybe gaining sales (I could have selected a more expensive item to use a store credit towards), Brookstone has ensured that I will never set foot inside one of their stores again.