What would you expect as compensation?

[HoneySpider]

If anything?

For Christmas I bought DH a catchall from Pottery Barn and I paid extra to have it monogrammed. It came yesterday and the monogram is clearly crooked. I noticed it right away and DH noticed it too. The item is obviously still usable, but I'm annoyed.

I tried contacting PB a few times using their online chat but each time I kept getting a message about it not being available/the agents being busy and to try again later, apparently there's no queue you can go into. So finally I sent an email and explained the situation. I asked for a replacement.

I'm sure they're not going to send me a replacement but I thought I'd start high and go down from there. What do you think would be reasonable? Since it's monogrammed I can't return it but I definitely didn't get the quality of product I paid for. 

[MrsMB]

Full replacement

[HoneySpider]

Dec 23, 2014 10:03:18 GMT -5 jjwritergirl said:

I absolutely would expect a replacement! Why wouldn't you?

I don't know, I guess just from dealing with (battling with?) customer service over the years I've come to lower my expectations.

[awick14]

Full replacement. If an item is personalized I would expect it to be done properly.

[Skyesthelimit1212]

Regardless of the how much $ was paid you deserve a product that is made correctly, a full replacement isn't unreasonable. If they won't replace it or give you a full refund then I'd tell them you're putting a complaint into the BBB and then follow through if they don't give you either.

[bk1]

I would expect a replacement for sure.

[tacocat]

I would definitely ask for a replacement. Even though it's still usable, it's not in the condition it should be for the price you paid.

[HoneySpider]

Ok, mu first reaction was "I want a replacement" but then I started wondering if that was too much so I'm glad other people don't think so. I'll see what they say and then go from there.

[ewall]

Definitely replacement!

[D2M]

From the title of this post, I thought you were going to angle for a refund AND a replacement, which is over the top. But a replacement is absolutely within reason. I'd skip the online chat and just call customer service.

[melsamoony]

I agree, replacement for sure!

[spankswife]

I ordered something monogrammed from there an wasn't happy with it (looked like it had a coffee stain on it), and they sent me a replacement no problem, and told me to keep the old one too.

Call back in a week when it slows down.

[HoneySpider]

Dec 23, 2014 13:25:24 GMT -5 spankswife said:

I ordered something monogrammed from there an wasn't happy with it (looked like it had a coffee stain on it), and they sent me a replacement no problem, and told me to keep the old one too.

Call back in a week when it slows down.

Oh, that's good to know!

Yeah I am not going to worry about it right now, I already gave it to DH last night and we're going OOT so guess I'll deal with it when we get back. Hopefully it's NBD.

[HoneySpider]

I got an email back and they are sending a replacement item. Yay!

They also want me to package the old one up to be picked up by UPS tomorrow. I had to reschedule for next week because I am leaving and don't have time for that today. But the instructions say to just leave the box by my door and the UPS guy will put the label on it. Huh? I live in an apt complex, so if I leave an unmarked box in the lobby how would UPS know what it is?  Guess I will have to attach a note. Not sure why they don't email me the label like every other company does....

But whatever, here's hoping the new one is better!

[wanderingenough]

Glad to hear they are sending a new one. I came in planning to ditto everyone else that you deserve a replacement.

[awick14]

Yay! I'm glad your getting a new one.

[travelbug]

I would absolutely want a replacement and am SO glad they are sending you one!

[tiptoetulips]

Glad you're getting a replacement