Brookstone LIES to customers

June 9, 2006

I purchased a Thermoscan thermometer in 1993 (according to Braun). I

purchased the Thermoscan from Brookstone in Poughkeepsie, NY. I paid

over $100 for the thermometer. I was told at the time of purchase that

if the thermometer ever failed, all I had to do was bring it back to

the store and it would be replaced.

Recently, I went to the store to get a replacement. Brookstone now

says that it only guarantees a product for the life of the product.

First of all, that is NOT what I was told. Second, I found my model

thermometer is no longer made, but Brookstone did not even offer to

repair the thermometer. I was told I would recieve a store credit.

The best part is yet to come. Brookstone can't replace it, nor will

they fix my Thermoscan. They have only offered to give me a store

credit, BUT NOT for the price I paid for the thermometer. I was told,

I would only receive $69.67, which is much less than I paid.

I told Brookstone that after they LIED to me, I wasn't about to ever

purchase another thing from their store.

Here is what Brookstone's (website) return policy says:

Our products are guaranteed for normal life of the product, under

standard use. If any product fails to meet your expectations for any

reason, it may be returned for replacement, refund, or credit. Returns

within 60 days of receipt, with the original sales receipt, are

exchanged or the purchase price is refunded. Returns occurring after 60

days or without sales receipt are exchanged for the same product, or a

Brookstone credit is issued for another purchase.

There is nothing said in their return policy that they have the right

to set a NEW PRICE on the item that failed, but that is what they are

trying to do. Had I know they were lying at the time I purchased the

Thermoscan, I would NEVER have done business with them. The reason I

spent so much money on the Thermoscan, was because of the LIFETIME

guarantee.

I guess the lesson is beware of LIFETIME GUARANTEES.

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Comment On This

I know nothing lasts forever, but I expected my computer bag to last more than 1.5 years without falling apart!

The fact remains that they are selling these items under false pretenses, using a false Lifetime Guarantee to get you to buy, and changing the policy at a later date. If they were truly selling quality products and the bag lasted longer, I would gladly buy another $150 bag without any BS guarantee. Their practices are deceitful to say the least.

Regardless of how long it lasts, they shouldn't offer a false Lifetime Guarantee on it.

Comment On This

I too was ripped off by Brookstone.

I purchased a computer bag from them about 2 years ago. At the time of purchase, the sales associate stated it came with a "Lifetime Guarantee", and if it ever broke in any way (except obvious intentional damage) I could just bring it back to any Brookstone for a replacement (same bag if the same type was still available or a similar bag if the same type was not available). The sales associate also confirmed (after I questioned) that I would not be required to keep my receipt (He pointed to the Brookstone markings on the bag and stated "We'll know it's ours.)

Within 2 years the rubber handle has fallen off and the zipper is coming apart in 2 locations. When I recently took it to a Brookstone to get it replaced, the store manager stated "We stopped honoring the lifetime guarantees a long time ago." I went on to ask if selling phony lifetime guarantees was a common practice with Brookstone to get people to buy their merchandise, and asked how could they sell items like this and then decide to just not honor their guarantee. She just said that she was sorry and there was nothing she could do as this was company policy. My parting statement to her was "Well, I guess my years of shopping at Brookstone have come to a screaching halt, wouldn't you say?" She said nothing more.

After reading other gripes about how Brookstone operates I'm not surprised this happened. I STRONGLY recommend to the general public to not purchase anything at Brookstone. In my opinion, it's overpriced for the quality you get, and they will obviously lie straight to your face to get you to buy their products. I will continue to spread the word to every person possible regarding my negative experience with Brookstone, and hopefully their deceitfull actions will inevitably put them out of business.

Comment On This

brookstone has the right to change their return policy without notice. how can they MAKE money if you keep returning your OLD SHIT? Nothing lasts FOREVER.