On November 4th I purchased a pair of Brookstone 550 Noise Reduction Headphones from the retail store inside the Atlanta International Airport. On the fourth time I attempted to use the headphones the plastic snapped in half. This was less than 90 days after original purchase and the product was no longer usable.
When I got off the airplane I went to the store to inquire about the warranty/repiar policy. The individual told me that unless I had the original cash register receipt he could not help me with a warranty exchange — or even on a repair at my expense. I then told him that I did not have the "cash register" receipt but did have the detailed credit card transaction including item number, price, store location, transaction time etc. He told me there was nothing he could do to help me.
I contacted the toll free customer service number and explained my situation again. They again stated that unless I had the original cash register receipt that I was out of luck. I asked for a supervisor and they refused to transfer me. I was told that a supervisor would call me back before the end of the business day.
When the supervisor called me, I politely explained my situation again. I told her that I understood that companies had to have policies in place to prevent fraud and theft but that I obviously could prove withouth a doubt the exact time, place and location of my purchase through the credit card transation detail. She said that she was sorry but that Brookstone absolutley would not deviate from their policy. She further explained to me that if I attempted to return the product to them that I would forfeit the product and it would not be returned to me.
In Brookstones Warranty policy they state that "A purchase receipt is required". They do not state that it has to be the original cash register receipt.
A warranty is only as good as the company that stands behind it. Brookstone is a scam operation that does not care about the products the sell or their customers that they sell their defective products to. A quick look on the search engines turn up hundreds of compaints about similar experiences to mine. Apparently their only goal is to sucker you into an impulse buy through the illusion that they are a half way stand-up company. I agree with another dissatisfied customer that properly identified them as "CROOKSTONE".
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