I bought an expesive massage chair in April from the store in the Mall of America in Minneapolis. Baught the extended warranty for repairs. After two days, I found the chair was missing a panel that caused the backrest to tear. That caused damage to the mechanism causing the chair to fail. Called for repair in mid april. Repair came June 23rd. Didn't fix the problem. Just called 7/8/2011. They knew about the issue, but no parts were ordered. I wonder if this thing will be fixed before the first year of use. Bottom line, don't buy from Brookstone. The hastle isn't worh it!

I purchased a Uastro Massage Chair by OSIM from Brookstone as a Christmas present for my mother December 2010. I paid over $3, 000.00 for chair and 2 years extended warranty. This chair is supposed to do it all... recline to zero gravity and give several different styles of full body massages. The chair was delivered and set up by a Brookstone. 2 days later the right arm of the chair stops working. It takes over 2 weeks of talking to Brookstone several times a week to get someone to come and repair the chair. The chair works fine until 2/17/11 and then stops working completely. Again, we contact Brookstone and report that the chair will not do anything. It is now 3/07/11, and the chair has not been fixed! We contact Brookstone daily and are told that the work order for repair has been approved and someone will call us to schedule the repair within 2 days. Upon waiting the 2 days and not receiving any calls, we call Brookstone and are told the same thing. This has been going on for almost an entire month!... and I was stupid enough to even purchase the extended warranty! Brookstone refuses to replace the massage chair stating that they will repair it... we keep waiting and nothing happens. We have gotten fed up to the point we told them to come and get the piece of junk and refund our money... Brookstone refuses. This is a $3, 000.00 massage chair that was received at the beginning of January 2011... worked 2 days... broke for 2 weeks... repaired and worked for 2 to 3 weeks... broke again and been broken for a month!... Never, never, never do business with this company!

Be advised..do not shop at Brookstone . Their 30 day return policy make it virtually impossible to return any Christmas gifts ordered. Then if you purchase online, they expect you to pay the shipping to return it back. The agents are RUDE and refuse to let you escalate or make any exceptions. I spent hundreds of dollars and they didn't care to listen or keep my business.

DO NOT BUY from Brookstone.com. I have never exeperienced worst customer service from anyone ever and I shop online quite a bit. I ordered a nap lite blanket online on 1/8/10. Seems pretty simple? One would think so. One item shouldn't be that hard to mess up. 7 days later, I receive a package from Brookstone. I open it up and it is an Adirondack outdoor chair cover. The packaging reciept says that it should be the blanket! So, I call Brookstone customer service, and explain the situation. The lady seemed to not really beleive me, but told me that I can take the wrong item into the nearest store with the packaging receipt and they will be able to exchange it for the correct item. I even asked her to check the store to make sure that the correct item was in stock so I didnt waste my time. I go to the store and the clerk was very nice, but says they are not able to exchange online items in the store. As I waited in the store as the clerk was talking to customer service, the blanket that I ordered was sitting on display taunting me. The clerk finally came back and apologized profusely and said that I had to send back the incorrect item and that Brookstone would email me a UPS label to send it back. So...defeated, I leave the store with the adirondack outdoor chair cover that I probably would never use. I send back the wrong item the next day and they finally receive it on 1/22/10. I do not hear a thing from them. I finally email customer service on 1/26/10 to ask what is going on and I get a response 2 days later that they are sorry for the inconvenience and to keep the wrong item and that the correct item will be shipped out. Umm, kinda hard to keep the wrong item, when they already told me to send it back. So, on 2/4/10, I FINALLY receive the correct item. I am just peeved that they send me to the store for their mistake which was a complete waste of my time. Then don't respond when there was obviously an issue with the order. It took a month to get 1 item along with calls and emails to customer service along with a trip to the store which got me no where. I like the product, but will NEVER buy from Brookstone again.

The Christmas holiday just ended and I decided I did not want a gift my parents gave me from Brookstone. I read their reciept and it indicated that the item could be returned within 30 days for a full refund with a reciept. I drove an hour to the nearest store in Ohio only to be told by the manager that because I had a gift reciept, I could only exchange the merchandise. I was appalled as the terms on the reciept made no indication that this was the policy. She said that it was on their website. Well why did I think there would be any reason to look beyond what it said on the reciept. I am taking it up with the corporate office on Monday. This is a ridiculous policy when every store is issuing gift reciepts at the holidays to make returns easier. This company should be ashamed of itself.