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I have had nothing but excellent service from Pottery Barn. I ordered something online. On the day it was to be delivered there was a message from UPS stating they could not read the label and the item was returned to sender. I called PB and was told another item would be sent out overnight at no charge. It was shipped out right away and received the next day. Today, a week later, I received a duplicate item. I called and am returning it to Pottery Barn. I don't need two and I would feel bad keeping it. I will continue to do shopping online with PB