Pottery Barn

Full review
I have ordered several furniture items (2 headboards, 4 nightstands and an armoire) plus numerous smaller items. I did have two glitches with the furniture items. One headboard arrived without hardware and I was told that the department which would handle the parts was closed for inventory and it would be several weeks before I could get the hardware….or the rep could send me a $25 merchandise certificate for Pottery Barn and I could locate the hardware myself. I jumped on that of course! I spend $5 and 15 minutes at Home Depot and got the parts I needed. The $25 merchandise certificate arrived a week or so later. Then in a separate shipment after some wrangling with the delivery company Excel...the armoire arrived with a small dent at the very bottom front of one of the legs. Since I had express some dissatisfaction with the delivery company to Pottery Barn customer service before the item had even arrived, I was called by Pottery Barn customer service after it arrived. I made an off hand mention about the dent (it was at most the size of a dime) and the rep immediately offered to refund my $150 shipping charge in the form of a merchandise credit. (Being the in ecommerce biz myself…I know why the rep immediately offered the merchandise credit. It would cost them at least that much to send the delivery company back out, then more money to send me a new armoire and who knows what the original armoire with the small dent would look like by the time it arrived back to the Pottery Barn warehouse!) I accepted the $150 merchandise credit. A good year later…I have completely forgotten about the dent until now.