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Business Profile

Home Accessories

Brookstone

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Brookstone's headquarters and its corporate-owned locations. To view all corporate locations, see

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Brookstone has 4 locations, listed below.

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    Customer Complaints Summary

    • 18 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/15/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Discussed possible loans with business. Spoke to CEO directly about credit repair and was told he would provide services. Agreed to an amount and was paid directly. Asked multiple times for receipt and intention to provide services discussed. Communication avoided and no receipt given. Was scammed for $1200 by the CEO of the company. Pretty pathetic for the face of your company!! Asked for a refund and nothing received

    • Initial Complaint

      Date:02/09/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Brookstone claims:All returns are processed within ***** business days from the date received in our facility. Customers will receive an email notification with their refund details as soon as the credit is ************ return was received and verified with customer service in the time window as indicated on their website on 1/13/2025. No refund has been issued and it has been over 20 days. When I inquire with customer service they say they are waiting for full verification from the vendor. I asked for the vendor phone number and they have no phone number only an email. Brookstone has not kept their posted agreement and is not acting in good faith. I have called several times and have been told the same thing. They are awaiting verification from a third party, even though they have fully verified my return. The Brookstone name is just a front for third party sellers who are not accountable to anyone. The customer service has no ability to do anything to resolve the issue. AVOID THIS COMPANY! *** still awaiting my refund less the $32+ I paid in return shipping.This is all they write:Thank you for contacting Brookstone Online!?Once again, we apologize for the delay. We have sent another follow-up and will be in contact as soon as possible. Kind Regards,Customer Service ********************** Online ************ ****************************

    • Initial Complaint

      Date:12/27/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I returned the product a month ago and it shows it got delivered to the Brookstone warehouse. I talked to the supervisor for Brookstone and she told me I will get a refund December 26, 2024. When I didnt receive my refund, I called today, December 27 and asked about it Then she told me I gotta wait another 24 hours and call again on December 28. Its like a cat and mouse game. They keep giving me the runaround and I have a feeling they dont want to refund me the money.

    • Initial Complaint

      Date:11/23/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased the adjustable dumbbell set. I received a clip that was damaged. It has a one year warranty. I was told to send the part and they would replace it in approximately 2 months. Its been 6 months now. Ive called 4 times. Each time being told its being shipped in two weeks.

      Customer Answer

      Date: 12/05/2024

      I have not been contacted by the company. 

    • Initial Complaint

      Date:10/04/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a Brookstone heated blanket in a target store. It was advertised as having a 5 year warranty. In less than a year the blanket stopped working. I contacted Brookstone for repair/replacement and was told that the manufacturer had gone out of business and they would not honor the warranty. However, they stated they had communicated with target to allow an extended return period for replacement. I contacted target 800 number whom refused to assist and said I needed to contact Brookstone. Brookstone is not assisting in the warranty for their product.

    • Initial Complaint

      Date:08/09/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      brookstone security cameras having troubles and no support called 3 times because support# is wrong on web site 1st called dropped 2nd call i was given a non working phone number for southern telecom ************ called back and asked for manager....**** went dead called back and ********************** says 'THEY DONT HAVE SUPPORT'THEN I CALLED BACK AND TOLD THEM THEY ARE A RIP OFF FOR JUNK THAT DOESNT WORK THEY NEED TO ADVISE THE CUSTOMERS THAT THERE IS NO SUPPORT ON THE PRODUCT WHEN IT DOESNT WORK

    • Initial Complaint

      Date:04/23/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:03/13/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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 Answer

      Date: 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

      Date:02/20/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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 Answer

      Date: 03/01/2024

      Your organization have not heard from this company and neither have I. They are not friendly after taking your money. 

      Customer Answer

      Date: 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

      Date:12/19/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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
      888-454-9752

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