Brookstone

If I could write a negative star review I would… this place has the worst service I have ever experienced. not one person asked if they could help me as I tried to find what I came for in the store. Instead the associates helped random people that just wanted to lay in chairs and had no intention of buying anything. Is a ten year old going to buy a massage chair? After waiting for help (about 20 minutes) I finally went up to the register to ask if they happened to have any massagers that are not percussion. ANY KIND! Aron the rudest person ever says no we don’t. (that’s all he said) Really? all these massagers, hand massagers, massage chairs and they are all percussion? I find that hard to believe. I don’t understand why people like that work in retail if they don’t want to help. Go get a job where you don’t have to speak because you’re obviously miserable.
Why didn’t he offer to look online? why didn’t he put me on a wait list? why didn’t he show me what they had in the store … with the amount of pain I’m in I would have been the customer that would have bought the expensive chair if they would have just helped me. However, with what I just experienced Brookstone lost a customer for life because your associates lack any common courtesy.

Terrible return policy — We bought product for a gift. After one hour the unit failed. Returned to store and they would not take back/​exchange. Referred me to Mfg warranty. Contacting the Mfgr and they said ship it back to them at my cost.
If you are accustomed to solid customer support from a Brick & Mortar store you won’t get it here.
Never Again

Nice mall, friendly staff, great place to go for deals and free massages! =)

Came here to buy a birthday gift for a friend… ended up buying a little something for myself as well (big surprise). I got myself an oscillating desk fan for $ 29.95. It works GREAT!
Anyway, the only reason I’m writing this review is because of the exceptional service I received from one of the store sups Mike P. I was asking another sales associate about shipping for items purchased in store. He said that there’s free shipping online but only if you spend $ 100 or more. Mike overheard my question and offered to ship the item had purchased for FREE.
Even though I didn’t get anywhere near the $ 100 minimum, Mike did me a solid and did so with a smile. Anytime I get that kind of customer service, I gotta recognize it on the old Unilocal account. So even though I never thought I would write a review for Brookstone, I am now. And all thanks to Mike P.

DISCLAIMER: this is mainly a Brookstone product review.
Okay here’s the thing. I have had a really difficult time sleeping over the past few years. I knew it was due to my pillow, but had this idea set in my head that the goose feather pillows from costo were the best of the best… and I kept getting them (also a great price, compared to the general bedding stores). But I would toss and turn eeeeevery night. Stupid right? Well I didn’t know what was better and with Linens N Things out of business (who would always accept returns of opened pillows) I was just afraid to try a pillow from a place that wouldn’t take it back if it wasn’t a good fit.
Brookstone is no exception. They will not take pillows back, because it is a ‘personal item’ as others have stated. And ya know, I totally get that. Buuuuut… they do have all their pillows on display, right on beds to try out (just put your jacket over it, yeah?). So you do get to test it out before purchasing. I don’t know about you, but I felt pretty silly trying to ‘test out’ pillows on the floor of Bed bath and Beyond and LNT.
I just have to get the word out the Brookstone carries an awesome, affordable pillow…“Better than Down” pillows, that come in a set of 2. Currently on sale for $ 30!
Listen, I’m a picky sleeper. Like insanely picky, and I wouldn’t tell you all this if it wasn’t true. These pillows are amazing. They have the softness of down, but the support of a regular non-​feather pillow. Exactly what I need! now i sleep like a bebe.
When I was in there their sales guy (wish I remember his name… he was middle aged, ave. physique, dark hair) was really cool. Not pushy and was helpful, attentive and funny. He wanted me to try out their leg massage chair but didn’t push a sale. I think they are pretty used to people coming in just to bum a sit in the massage chairs.
But this review is mainly for that pillow… which was my best buy in a long time I am extremely satisfied with. I know it’s completely up to personal preference… but try it out when you are in the store. You can’t beat the quality for that price.

I bought a couple x-​mas presents here and will never return. I bought the sona pillow and one of their famous nap blankets (two seperate purchase sat two differnet locations). the store associate that rang up the pillow politely told me that the pillow, since it’s a «personal item,» is not returnable if the plastic tie on the zippered plastic case was broken. OK, that sounds good. the blanket, also purchase in a plastic case, came without a warning. i went back to the store to sxchange the blanket for a bigger one (ie. spending more money) and th cashier told me it was a personal item and not exchangeable/​returnable. maybe Brookstone management hasn’t noticed, but it’s not good to refuse money in this economy.

ok… so this place is the bomb. I think we have all established that part, right?!
I mean, I came here today with my friend and we got our rings, bracelet, and watches cleaned all while we were resting on the temperpedic beds that they have there. my ring came out all shiny and new. it was so awesome!!!
my friend and I walked around some more, and got a nice massage for like ten minutes, all as my friend and I were laughing so inappropriately cause the thing was touching my butt, but again, it was so awesome!!!
the only thing that seriously grossed me out was the fact that when I went to play with the shaver thing, it had hair in it already, which means, someone already used it… again…SO NOT AWESOME!!!

Ok, so I had the opportunity to spend lots of time here…
Basically, what happened was that I was grooming my brows this morning… and LIKE AN IDIOT — I dropped the pointy-​tweezerman I was using into my eye, scratching it… and after sobbing on the phone with Tony — he brought me to Urgent Care.
Long story short — after we found out that I wasn’t going to be blind… he dropped me off at the mall so that he could go back to work for a few hours.
Realizing that I only had one contact lens in my eyeball made it a little difficult for me to enjoy myself… BUT I stumbled into a Brookstone, partly out of curiousity — and maybe a little bit out of a lack of depth perception… and was greeted by Zack and Alex.
They were amazing enough to listen to my pathetic sob story, offer me a massage in one of their chairs… and answer my numerous questions about the shrimp that live in a bubble.
ALL WITH A SMILE ON THEIR FACE.
Now, I’ve been a customer at Brookstone before — but, by far, this was my most pleasant experience ever. They were courteous, good natured, and I’m glad I got to meet such wonderful folks today…
…all thanks to that freakin’ tweezer stabbing me in the eye.

Both experiences with this store were horrible. The first time, we didn’t receive the sale price on a purchase, and it was a hassle just to get them to correct the error. The second time, we were returning an online purchase, and their computers were broken, which they needed to give us store credit. I suggested that they credit the amount either to my credit card or give us cash, but they said it wasn’t «store policy.» Well, I’m sure that having broken computers wasn’t «store policy» either! They needed to learn to think outside the box, especially when it was their fault that customers were being inconvenienced.