Brookstone, Inc.

I ordered two (2) Jaxx brand bean bags for my children's Christmas presents on December 13, (Order confirmation #XXXXXXXX)Before doing so, I contacted Brookstone sales directly (via phone) to ensure that the items were in stock and would definitely arrive in time for ChristmasI was assured by the sales agent that there was no issue with a pre-Christmas delivery and that I should just place my order online, as it would be easierI immediately placed the order as instructed and awaited a confirmation tracking #As Christmas approached and after not receiving a delivery confirmation # via email, I repeatedly attempted to contact Brookstone via email as well by using the customer service #After several calls and nearly combined hours of wait time with still no response, I then contacted Brookstone sales and was told that there was no way to link the sales server to the customer service server to check order status as they were in different locations (ridiculous)The second sales representative that I spoke to was able to track my order, however I was told that my shipment would not be received until approximately 12/The shipment did arrive on 12/30, which was better late than neverAs we carefully followed the manufactures assembly instructions for the beanbags, it was discovered that one of them contained a defective zipper that would not allow closureI immediately attempted to contact Brookstone customer care yet again via email and by phone several times with nearly combined hours of wait time with still no responseBeyond frustrating for myself, let alone for a child that not only did not receive his Christmas gift on time, but then discovers after receiving it that it is defective! I contacted Jaxx bean bags directly and was told that the item was purchased through Brookstone and that I would have to be serviced directly through themI then told the Jaxx representative my whole drawn out story of what had happened and my terrible experience with BrookstoneThe Jaxx representative immediately shipped me a new liner within days so that the previously defective beanbag could be usedThis is a testament to Jaxx beanbags as a company by doing the right thing to stand behind their product
I found this whole debacle to be appalling! This is my first experience with Brookstone and I can honestly say that it will be my last! Absolutely run from Brookstone!!!

Horrible company. Will never order from them again. Paid for overnight shipping for a Christmas gift. Never received the gift for my child which was his main Christmas gift until one week later which was after Christmas. Tried calling brookstone before Christmas. Could not get through. Tried the following day and they were closed for Christmas. After receiving the product one week later, I called customer service and was on hold over twenty minutes. I spoke to a customer service rep with a bad attitude, Uncompassionate and said the only thing she will offer is to return my overnight shipping fee. Standard shipping was free anyway. She explained she saw where the glitch was and that I did order it properly for overnight shipping but basically too bad. I asked to speak to a supervisor. She said basically the same thing and added I can just return the product. That wasn't the point. She also made it clear that Brookstone will do nothing. Poor customer service. Never order from this company. They do not care. I went on and read hundreds of negative comments with people posting their horror stories.