Linens 'N Things

Full review
UPDATE - I wrote another letter to Linens N Things, and this morning they sent an apology and a promise to credit my account.

Very pleasant people who seem to have trouble getting the story straight about about what they have in stock or what their policies are. I was looking for a bathroom etagere and found one on their site at a great price... but when you clicked on the item, the picture didn't match. I called to confirm that they still had the item I wanted, and the sweet lady on the other end assured me they did. I placed the order, but sure enough, they did indeed ship me the wrong item. I called customer service to arrange the return, and was told that I'd be charged $10 to have UPS come back and pick it up. Mind you, this item was heavy and getting to a UPS store would be no easy feat. I protested and was told that I'd still have to give UPS $10, but Linens N Things would reimburse me.

Well. They did reverse the charge on my card for the etagere itself, but did not credit the shipping cost. I emailed them and was told "Because our website clearly states that our customer service must be contacted when damaged or defective items are received, we are unable to
credit your shipping charges. In cases such as these, we are able to
accommodate the customer so they will be credited appropriately."

As I noted above, once I sent them yet another letter explaining the situation, they seemed to then "get it." Perhaps it was a misunderstanding on their part, or perhaps I just had to get really angry to get them to back down. I'm not sure which. They are uniformly nice people on the customer service end, but I'd still be careful (perhaps get things in writing?)