Completely unsatisfied. After years of faithful spending and being a great customer I was recently treated absolutely poorly. I bought the Shiatsu foot massager with heat from the BrookStone in Owings Mills Mall located in MD and after a few months of light use the unit became defective. At the time they were out of these units so we had the option to buy a floor model at a reduced cost. In addition were were told and assured we would still have a full warranty on it. Well after a few uses; and I meant that quite literally...the rollers stopped working and the unit would just completely quite oscillating. Now it will not work. So I contacted BrookStone about this matter and they refused to warranty the product without a receipt. My wife and I stated we were only looking to have the product replaced with the same thing. We were not looking for a refund because when it worked we really liked it. I explained to her the sales representative at the Owings Mills Mall location (who was the manager) was fired and never gave us our receipt we had no way of finding the exact date and time it and several other items we bought from them at the same time, we purchased them from. I asked if there were any copies of their products or any imitations and she said no. So I said ""what is the problem then with you warranting your defective product""? She said to me ""I need to make sure it's our product"". So I again stated to her that if it is there part, and there are no copycats, then it IS their part. She said she needed to verify it was their part. So after going a few rounds like this I was done and extremely frustrated. It's their part and she even agreed with me but said she needed to verify it's their part. It made no sense to me. So I told her that they needed to warranty their defective product and that was that. Again it was the same response. So I politely told her I would leave reviews about it and I would take them to small claims court as well. I have time. I know it will cost them a whole lot more money then it will to just replace the defective unit with a working one. She still refused so I told her I would not buy another product from them and I will be buying a $7000 massage chair from someone else that does not bear the name BrookStone. I may be one person but they will NOT get my $7k or any other business from me again. I run my own business and have so for over 8 years now and I would NEVER think of treating a customer-especially a loyal one like me, the way they have treated my wife and I. Now they lost a HUGE sale AND future sales and business and any recommendation from me and only negative truthful reviews anywhere I can find. I am disappointed with BrookStone but it's something that will be remedied whether they want to do it now the right way or whether they do it later after they have spent 50 times the amount of money. Either way I'm not letting this go. I don't waste my money.
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