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Brookstone Complaint - Restrictive Return Policy - Return Policy
Complaint
NEW JERSEY -- Cannot exchange or return items without a receipt. If a gift is received and no receipt - the recipient of the gift is STUCK with the exact Brookstone product - their new policy states that no items can be exchanged unless their is a receipt. Please note - Brookstone sells their own branded products - it makes no sense why a gift cannot be exchanged for a different model or item.
Comments:
Posted by Sparticus on 2007-04-16:
Shows you how much faith they have in their own products... Thanks for the heads up...
Posted by ghostbuster on 2007-04-16:
Lots of stores have the no reciept no return thing
Posted by KenPopcorn on 2007-04-16:
Blame the shoplifters for this.
Posted by ghostbuster on 2007-04-16:
Also learn that no one will bend over the rules for you you are not any more special than other customers so either get the reciept from your friend or accept their policies. It was a gift, it's not like you had to pay for anything, you did not spend any money. I hope the person that gave you the gift sees your post and decides not to get you a gift next year because of how ungrateful you are for their gift. How rude to put that you are STUCK with something someone gave you on a business letter. I bet whoever reads this complaint will feel the same way about you. Not only do you imply you are "stuck" with the gift you also use captail letters to show how much you did not appreciate the gift that was sent to you by someone that cares for you. What a "great" way to show your thanks.
Posted by heaven17 on 2007-04-16:
It seems like a fair policy to me.
I imagine pretty soon most retailers will be adopting the same attitude because, let me tell you from experience, the criminals are out in droves and they'll rip you off in a heartbeat, not to mention all of the people who take advantage of liberal return policies.
Retailers know this and are responding in kind. The public has been spoiled by the "The Customer Is Always Right" mentality (Breaking news - it ain't true), and the wake-up call is starting to hurt.
Keep those receipts.
I imagine pretty soon most retailers will be adopting the same attitude because, let me tell you from experience, the criminals are out in droves and they'll rip you off in a heartbeat, not to mention all of the people who take advantage of liberal return policies.
Retailers know this and are responding in kind. The public has been spoiled by the "The Customer Is Always Right" mentality (Breaking news - it ain't true), and the wake-up call is starting to hurt.
Keep those receipts.
Posted by Stew.old on 2007-04-16:
I agree heaven17. Some no account know it all named Sam Walton (what a loser) thought the following -
"The greatest danger in emphasizing cost control is that of forgetting about the customer. Walton is well aware of this and has prevented it from occurring by making good customer relations the number one company priority. Wal-Mart Rule No. 1: The customer is always right. Wal-Mart Rule No. 2: If the customer happens to be wrong, refer back to Rule No. 1! "
Obvioulsy ya'll know much more about retail than Mr. Walton.
"The greatest danger in emphasizing cost control is that of forgetting about the customer. Walton is well aware of this and has prevented it from occurring by making good customer relations the number one company priority. Wal-Mart Rule No. 1: The customer is always right. Wal-Mart Rule No. 2: If the customer happens to be wrong, refer back to Rule No. 1! "
Obvioulsy ya'll know much more about retail than Mr. Walton.
Posted by ghostbuster on 2007-04-16:
Stew - Wal-mart does not follow that rule anymore because of people like GW1 who take advantage of that rule and announce it to every employee that works and uses it for stupid things.
Posted by Stew.old on 2007-04-16:
gb - That's why I agree with you and heaven. You guys probably know a lot more about retail than Sam Walton. I remember reading quotes from Sears (former number 1 in retail) and Montgomery Ward's (former top 10 in retail) execs from back in the day stating how disastrous Wal-Mart policies would be to the bottom line. I guess history proved them right, eh Ghostbuster?
Posted by heaven17 on 2007-04-16:
Stew, I wonder what good old Sam Walton's reaction would have been if a regular customer walked up to him and declared, "I'm going to take whatever I want today, and I'm not going to pay for any of it!"?
Oh...right.
"Refer back to Rule #1."
Gotcha.
Oh...right.
"Refer back to Rule #1."
Gotcha.
Posted by Ponie on 2007-04-16:
'Brookstone sells their own branded products' Huh? I've been in their store at Troy MI's chic-chic Somerset Collection (too high-end to be called a mall!). It reminds me of an 'As Seen On TV' store--only higher prices. I've never seen anything in there that has a Brookstone brand on it, although I may have overlooked some of their products. FYI--they even sell refurbished products.
It comes back to no receipt--no exchange/refund. And that applies to the Rubik's Cube key chain for which they charge $14.99.
It comes back to no receipt--no exchange/refund. And that applies to the Rubik's Cube key chain for which they charge $14.99.
Posted by Nohandle on 2007-04-16:
GW1, I'm unfamiliar with Brookstone but you stated they sold their own branded products and I gather nothing else. Policies have changed for a number of reasons and some of our members have already stated them.
I have an aquaintance who works in a retail establishment and a man came to the counter with an item at about $100.00 and wanted his money refunded...stated his wife had purchased it. When the item was brought up in the computer, no sale had ever been made on that product. Yep, he had to have stolen it, and wanted a refund. Even if he had wanted to exchange it for something else, the fact was that item had no history of having been sold and incidently wasn't in the business anymore except for the one the man had in hand. (He had no receipt btw) When it was suggested his wife come it, that's the last the business ever heard on that one.
You and other consumers are paying for what others have done. Shame, but that's the way it is now.
I have an aquaintance who works in a retail establishment and a man came to the counter with an item at about $100.00 and wanted his money refunded...stated his wife had purchased it. When the item was brought up in the computer, no sale had ever been made on that product. Yep, he had to have stolen it, and wanted a refund. Even if he had wanted to exchange it for something else, the fact was that item had no history of having been sold and incidently wasn't in the business anymore except for the one the man had in hand. (He had no receipt btw) When it was suggested his wife come it, that's the last the business ever heard on that one.
You and other consumers are paying for what others have done. Shame, but that's the way it is now.
Posted by Justusryan on 2007-04-16:
Sam Walton knew how to steal ideas, not his own thoughts!
Posted by doescustomerserviceexist? on 2007-04-17:
Thanks to scam artists, store policys are getting harder on the people who matter most the good ones. It's unfortunate, but true. I hope that the store offers a gift receipt like most stores with new return/exchange policiys.
I'd like someone from this store to post there exchange policy in detail to see just how unfair it may be, maybe it's not as bad as it's made out to be.
I'd like someone from this store to post there exchange policy in detail to see just how unfair it may be, maybe it's not as bad as it's made out to be.
Posted by rhondam718732 on 2007-04-17:
When will these complaints end??? What is so darn dofficult about either refusing to shop at stores whose return policies you don't like and/or understanding that if you get a gift and no receipt you have to follow store policy and you are not "special."
Posted by wrighto on 2007-05-23:
I agree with GW1, Brookstone is one of the worst online transactions I have ever had. If you try and return a product to them because you find it to be of low quality you will be charged twice for shipping. Most online companies will charge you for the initial shipping and will provide you with a prepaid return label if you do not find it acceptable. Not Brookstone you can be out anywhere from $40 to $200 if you try and return a product to them.
Posted by Opus on 2007-06-05:
Just experienced the Brookstone "NO RECEIPT" return policy! I agree, if the item is a Brookstone Branded product (wireless outdoor speaker) then why wouldn't they be able to accept a reasonable return at the store managers discretion? This was a gift that I received for Christmas, I tried the speaker and it worked. It went back into the box for later use poolside which is what they advertise (not listening to your ipod while building a snowman). When we set it up last week, it worked, then it doesn't work... this is a quality/workmanship issue that Brookstone should address without question! Instead the store manager stands hard and fast to the policy with no ability to make a reasonable exception to their anti-customer return policy. Ihave a call into the District Manager and will update you when I hear back.
Posted by Opus on 2007-06-05:
By the way, I appreciate everyone that indicated that there are people out there that take advantage. I know people take advantage. My Mom tells me stories about what people try to return to Target'. I am NOT one of those people. The store manager needs some ability to make an exception when warranted. This speaker is in brand new condition and still in the box.
Posted by Sparticus on 2007-06-05:
My mom works in retail... I've heard plenty of stories about shady customers returning items after 6-12 months at her store. They are starting to crack down for the most part... but some still get away with it...
Posted by Opus on 2007-06-12:
This is a follow-up to my no receipt experience above. I contacted the District Manager who approved the exchange for a new wireless speaker without the receipt. Unfortunately I still have an issue with the speaker signal that I will need to pursue. So final word is thanks to the DM for coming through and accepting a reasonabl;e return based on the facts of the situation, however beware of this outdoor wireless speaker in general.
Posted by Jim500a on 2008-12-11:
A number of people here do not understand a few things.
First of all, it's nearly impossible to steal from a Brookstone store. The merchandise is often (not always but often) behind the retail area and is fetched by a salesperson. Also, there are employees milling about and anyone would be foolish to try to steal in such an open environment where salespeople and other customers can clearly see what you're doing. Also, many items are large--can you see walking out with a large box for an MP3 turntable???
Second, there ARE many Brookstone-branded products. Not all of them but many. And I think the point is that even if you have a Brookstone-exclusive product--no cannot return it without a receipt. HOWEVER, I just called and discovered that the receipt ALSO has to be within 30 days (although the manager I called was willing to make an exception and allow a >30 receipt to be used for another item but not for a refund. That seemed fair to me.
In general, the no-receipt policy does punish people who just don't keep receipts but it probably protects Brookstone from the problem that I think is their biggest: cheap (poor-quality) products and high prices. I think some people go there, buy a gift thinking it will make a great impact on the recipient, and the recipient doesn't like the product and/or quality and wants something different. I think Brookstone doesn't want to be in the business of recycling those products that were booked as a sale and then come back as a return. This may work for Macy's--but Brookstone buyers are probably buying "for the person who has everything" and such people are notoriously hard to please. Also, remember that all sales are mediated by a (I believe commissioned) salesperson. That salesperson's commission is tied to the sale and this probably wreaks havoc on the system when items are returned and a refund is requested.
Still, for unopened/like-new products, it's hard to believe that Brookstone can't offer, say, a 15% restocking fee as a slap-on-the-wrist to those without a receipt (and to preserve the salesperson's commission) but build good customer allegiance by allowing those customers to choose another product. I definitely agree that no refunds should EVER be provided to someone who has no receipt.
Remember, Sharper Image had virtually the same business model as Brookstone and is now essentially bankrupt. I'm sure Brookstone is fighting for survival.
Finally, would you want to use a massager that someone returned? Ick.
First of all, it's nearly impossible to steal from a Brookstone store. The merchandise is often (not always but often) behind the retail area and is fetched by a salesperson. Also, there are employees milling about and anyone would be foolish to try to steal in such an open environment where salespeople and other customers can clearly see what you're doing. Also, many items are large--can you see walking out with a large box for an MP3 turntable???
Second, there ARE many Brookstone-branded products. Not all of them but many. And I think the point is that even if you have a Brookstone-exclusive product--no cannot return it without a receipt. HOWEVER, I just called and discovered that the receipt ALSO has to be within 30 days (although the manager I called was willing to make an exception and allow a >30 receipt to be used for another item but not for a refund. That seemed fair to me.
In general, the no-receipt policy does punish people who just don't keep receipts but it probably protects Brookstone from the problem that I think is their biggest: cheap (poor-quality) products and high prices. I think some people go there, buy a gift thinking it will make a great impact on the recipient, and the recipient doesn't like the product and/or quality and wants something different. I think Brookstone doesn't want to be in the business of recycling those products that were booked as a sale and then come back as a return. This may work for Macy's--but Brookstone buyers are probably buying "for the person who has everything" and such people are notoriously hard to please. Also, remember that all sales are mediated by a (I believe commissioned) salesperson. That salesperson's commission is tied to the sale and this probably wreaks havoc on the system when items are returned and a refund is requested.
Still, for unopened/like-new products, it's hard to believe that Brookstone can't offer, say, a 15% restocking fee as a slap-on-the-wrist to those without a receipt (and to preserve the salesperson's commission) but build good customer allegiance by allowing those customers to choose another product. I definitely agree that no refunds should EVER be provided to someone who has no receipt.
Remember, Sharper Image had virtually the same business model as Brookstone and is now essentially bankrupt. I'm sure Brookstone is fighting for survival.
Finally, would you want to use a massager that someone returned? Ick.
Posted by lobo65 on 2008-12-11:
I can honestly say that it never occurred to me to even ask for a refund from any business if I didn't still have the receipt. I just ate the cost, and chalked it up to carelessness at losing the receipt in the first place. Now I store them in a filing cabinet.
Posted by credence on 2010-04-30:
I guess none of you have ever heard of yard sales or outlet (all sales final) stores. Why should they exchange or return w/out a receipt? Do you think they WANT to be put out of business? If returns were accepted for any reason w/out a receipt I guess they would not need to bother having a
warranty on items. Get a grip people.
warranty on items. Get a grip people.
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