I've found with PB that if you don't like their response, call again and talk to someone else. Some are more attuned to customer service than others.

Congrats OP!

Yes, they have always replaced or fixed anything with problems, even when our bed had a board come loose 2 years after buying. Their goal is to keep you as a customer.

It's Pottery Barn - what did you expect? It's cheap furniture with a label. It's not expensive because it's good quality, it's expensive because of the label.

OP here. Pottery Barn just agrees to trade my couch for a new one. I found a third cushion was damaged as well. The leather seems to be bubbling up them ripping.

I called to complain about the cushions on a sofa that were not firm at all after 6 months. Hoped to be able to buy replacement inserts. They ended up sending me three inserts for free, shipping included. Still stunned by this.

Not exactly, PP. You are correct about the defect on the back. Had I been home instead of DH, I probably would have noticed it. My bigger issue is the way the cushion has worn. It is trashed after 2 months of normal use. That doesn't seem right to me for a 5000 couch. I think it's kind of crappy for the money, but I'd keep it if they replaced the bad cushion. I could not have foreseen at delivery that the cushion would wear so poorly.

Well OP you might have a bit of a fight since the issues you mention should've been obvious when it was delivered and you've had it in your house for 2 months. Always thoroughly inspect furniture before you sign for it and let the delivery guys leave. If it's damaged either send it back or write on the delivery the specific damage and that you're accepting the piece with the understanding that the damage will be repaired. Good luck!

OP here. So they emailed me back to tell me the internet and the stores are separate entities so I need to call the store or the 800 number. Great. Not off to a good start.

I found a price mistake on a couch that was $500 vs $2000. I emailed after trying to buy it and initially they refused. I did not argue but told them they should honor it and since they will not (she offered me 10% off) I told them I prefer to take my business elsewhere. A few days later she emailed me and offered me the couch and was wonderful about it.

I have had fantastic experience with them as well. Walked into their store with a story about a chair that broke (we had forgotten to bring the broken chair) and walked out with a free floor model and another brand new one sent to us, also for free.

Thanks! I hope I have a good experience. I haven't heard back yet, but I emailed and it's the weekend. I'll call during the week if I don't hear. I'd be happy with a new cushion but ecstatic if they'd swap the couch (or let me return it, but then I'm back to square one).

I've had a great experience with Pottery Barn. I purchased a crib from them... several years later I called to get the piece so that the crib would no longer be a drop down. I had always had a little trouble with this crib, because it seemed to 'wobble'. Once I told them they replaced the crib immediately. And had someone come out and assemble it and take the old crib away.

I've had very good experiences with their customer service, so I bet they'll be responsive. Good luck!

I bought a $5000 PB leather sectional. It was delivered in October and the thing is crap. It has a defect in the back and one of the cushions is trashed (nicked and ripped). We don't do anything unusual and it really doesn't get heavy wear. I've emailed them and am waiting to hear back. I'm curious if anyone has had a successful resolution with PB. I'm interested in either returning the couch or getting a replacement cushion.