My husband gave me a temperpedic pillow for Christmas. Didn't want it since I had tried it in the past and not liked it. We had misplaced the receipt in the Christmas shuffle. They would not take it back even though it was unopened and in the Brookstone box. We have our credit card receipt indicating the store, price, date and register#. But that is not acceptable. Even after calling the company I have only had them repeat over and over no receipt, no return. That to me is not customer service. I will not shop there again and will make sure all my friends and family don't either.

My wife mistakenly ordered a $250.00 steam press (I wanted the pants press), so upon realizing her mistake (before it actually arrived at our house), she contacted Brookstone. No problem they said..refuse delivery and ship it back UPS. So we refused delivery and it was sent back to the manufacturer in November. After waiting a few weeks, we still did not have a credit on our AMEX card, so we called Brookstone. No problem they said, we will take care of it. A week goes by, no credit. We call again.

Now the customer service (I use that term loosely) representative says, and I could not believe what I was hearing... "we are too busy now, it will have to wait until after Christmas". Are you kidding me?? Are they too busy to charge my credit card the minute an item ships? I don't think so. I was so upset, I demanded to speak to a manager, so on comes Travis to help out. After explaining my position, he agrees to credit my card. Another week goes by... and nothing. I send 2 emails to their customer service and all I have received back is a "we are investigating" reply.

It has not been over a month and I have had to file a dispute with AMEX. I am quite sure I will eventually receive my refund, but in this day and age where consumers have so many options and Brookstone has what I would consider over-priced merchandise, why would they allow such poor customer service? At this rate, they are sure to discover another American tradition... bankruptcy. And I will be there to pick through the carcasses that were once their stores. Good luck Brookstone, you will need it.

Brookstone has clearly declined over the year in their area of customer service. I recently returned a defective item after pleading with them to exchange the item. At first, I was told, "too bad the wheel fell off the day after you bought it." After pleading, I was if I paid the shipping back to them, they would exchange (we have no Brookstone store where I live). So I paid the shipping only to receive a gift card back in the mail. Not what I was told, but I was OK. So I went online and ordered a Spa Robe for my wife using the gift card. It was a "one size fits all" and nothing was said about this being on the exclusions for their return policy. The robe came in and was too small. When I called, I was told I couldn't return the item. No questions and no sympathy. I searched the web site again and all my paper work (receipts, etc.) for documentation thinking I must have surely missed this. Nothing except a broad disclaimer about "some personal items" and a pretty complete list of items without the robe on the exclusion list. After this experience, I will never shop at Brookstone again and advise anyone to make sure it is absolutely necessary before they do as well.

I bought the $50 BBQ light. It stopped working shortly after a year. Not only would they not stand behind it, they offered no help at all in correcting the problem. When I wrote a product review that represented the poor quality, they would not publish it. DO not trust this company. Do not buy anything from them.

Brookstone - www.brookstone.com

Brookstone.com is the store, we purchased 2 storage boxes we had them for less than a month and they fell apart we sent them pictures and they will not honor a refund basically they said we are on our own, now we are out 600.00 hundred dollars.