Pottery Barn - Burlington Mall

On the buying experience/customer service: I purchased 2 matching Brooks Upholstered Chairs in early May. I purchased them at the Pottery Barn at Burlington Mall in Burlington, MA, with the general manager. She (as well as the rest of the staff at the Burlington location) was extremely knowledgable, helpful, and professional. The point-of-sale purchase was a very pleasant experience, and I would return to this location to buy Pottery Barn accessories and merchandise sold in stores. However, this review is mostly concerning my experience with Pottery Barn Furniture, who handles all furniture sales/special orders once you purchase in-store. I got the call from the delivery service to schedule delivery in late July, about 3 1/2 weeks after the quoted delivery time, but they only had one of the chairs. I was transferred to Pottery Barn Furniture to find out what happened with the other chair, and was told that they showed that the delivery service had it in their possession. After about a week of he said/she said, with both the delivery service and Pottery Barn claiming the other had the chair, I called Pottery Barn yet again and finally got someone who was able to determine that it went out in a separate shipment and should be there "soon - within a week". Meanwhile, I had the first chair delivered along with other furniture I had purchased at PBKids, and the delivery itself went very smoothly. The team arrived on time, within a quoted time frame (if I remember correctly it was within a 2-hr window). They were courteous and professional, and placed and assembled the furniture quickly and went on their way. In the following weeks I can't even remember how many times I had to call Pottery Barn just to keep the ball moving concerning the lost chair, but it is in the dozens. Although all of the people I spoke with were polite, I was given the run-around for weeks, and was told by several people every time I called that they would call me back to give me status updates (no one ever did - I always had to call them back after not hearing from them to see if they had made any progress). The matter was all but ignored - it seemed to me that they only ever took any action when I was on the phone with them reminding them that I was still around. It took over a month to get a dock check, which still did not produce a chair. When I called back to see if they had done the dock check yet, I was told that not only did they not find it on their docks, but that they could no longer replace it because the item was now permanently out of stock. They also could not take the one chair back and replace them both with others in a similar fabric without supervisor approval, as the custom chair that they did deliver is technically not returnable. But it is useless to me without the other matching chair. Now it is mid-September. I just now finally received the one and only phone call from Pottery Barn Furniture. They left a message informing me that although they will not exchange my chairs for others in the same price bracket, they will (reluctantly) allow me to return the chair that they did deliver, and refund my money for the original order (both chairs). Although this resolution is acceptable to me, it took far too long to arrive to this point. I purchased 2 chairs in good faith that Pottery Barn would deliver, and I feel that if Pottery Barn Furniture had not taken months to confirm that one chair was indeed lost, they could have replaced it back in July when the chair was still in stock. I can't believe it's September, and I'm still in the same position I was in back in May - in need of 2 matching chairs. I think that unfortunately, the business side of the company is very poorly run, and the customer service is atrocious. On the quality of the furniture: Although it is a very nice-looking chair, the seat cushion is of very poor quality. Since the first chair was delivered in early August, my husband or I have only sat in it for about an hour in the evenings, about 4 times a week. The seat cushion is already starting to sag. Extremely over-priced for that kind of quality (or lack of).