In May, 2006 I ordered an item from the 'BROOKSTONE - Hard to find Tools' website. I was charged $29.00, but two weeks later the item still had not arrived. I contacted BROOKSTONE and was told that there had been a mistake made on my shipping address. They promised that a replacement order would be shipped immediately. Later, in the middle of June, I attempted to track my shipment through the Brookstone website. Their computer said they had no record of my order. On July 5, I again contacted their customer service department and gave them detailed instructions on how to address the shipment, depending on their method of shipping, USPS or FedEx/UPS, because the shipping addresses were different. On July 5 I sent an email to their customer service department inquiring about my order. At first they said they had no record of my purchase. After some double checking they found my order, and told me that it was on it's way. On July 18 I again contacted their customer service department to ask about my order. The rep could not, at first, find any record of my order - again! After checking some more she told me that the order had been shipped, from Canada, and would arrive in 10 to 14 days. She did not know how it was shipped. This is the second bad experience I've had with Brookstone. In the first instance I bought a travel alarm clock from a Brookstone kiosk in a mall in Jacksonville, Florida. The clock was defective and I was told to send it back to them and they'd send me a replacement. Well, that never happened, they never acknowledged receiving my returned merchandise and, guess what? They had no record of my transaction! I ended up eating the cost of another travel clock. I would not recommend BROOKSTONE to ANYONE! Their customer service is a joke and they seem to be completely inept when it comes to records-keeping. The whole experience has been a major pain in the butt!