We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Home Accessories

Brookstone

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Accessories.

Complaints

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

Find a Location

Brookstone has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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:07/19/2023

      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.
      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 Answer

      Date: 08/16/2023

      The company refunded the money to my card credit.

      Thank you,

      ******

    • Initial Complaint

      Date:06/02/2023

      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.
      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

      Date:05/10/2023

      Type:Billing 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 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

      Date:11/17/2022

      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 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

      Date:11/17/2022

      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.
      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

      Date:10/24/2022

      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.
      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: ****** ****

    • Initial Complaint

      Date:08/16/2022

      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.
      All of the following communication history will be provided by me in one email chain.

      On 5/6/22 I purchased a Brookstone branded noise cancelling headphones at a Brookstone store in the Las Vegas Mccarran airport. These headphones were defective with the noise cancelling mode actually producing unwanted noise, as well as forcing a painful fit.
      I called to initiate a return and get my money back well before 30 days and was told Brookstone.com is not related to the retail stores. I was directed to speak with the parent company Dufry which I did on 6/2 (still within 30 days). Dufry does not answer the phone, and directs all customer issues to a basic email address.
      I emailed repeatedly and did not receive any response until 6/22 when Caroline at Dufry told me to contact "[email protected]".
      Revean at emergecorp offered a replacement that I did not request. My request it to get my money back. On 8/4 Reveal at emergecorp told me that they only offer replacements, and "refunds are handled by the retailer".

      I am so disappointed with this entire ordeal. I specifically chose the Brookstone brand store and product because I thought it was a company that would stand behind their products. Boy was I wrong!

      I demand the money spent on this defective item be returned to me. I have been run around by these comanies and spent far too much tome on this already.

    • Initial Complaint

      Date:07/29/2022

      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.
      same exact business model as **** !!!!!!
      i bought $40 2 pak security camera at **** ****** shop
      camera is brookstone wifi4 camera
      smartpoint in NJ does the "technical support"
      they want to spend HOURS trouble shooting the one camera that does not work, the other works fine
      they want me to send them a video of me setting up the camera??????
      i set up the other one and it works fine, that makes no sense.
      they do everything they can to NOT give a refund or replacement
      brookstone is no help, they just say call the idiots in "tech non support"
      this company sells garbage and wants the customer to do the quality control and reasearch and developenent and beta testing and send them videos of my free work for them
      this is ridiculous

    Brookstone is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.