http://www.benandjenelle.com/?p=686
My parents gave Eliana a Pottery Barn Kids table & chair set for an early birthday present. They let Jenelle and me handle ordering it. The set includes a table and two chairs. Here’s a simplified version of what happened with the order.
Me: “I’d like to order the table & chair set.”
Pottery Barn Kids: “Okay, we’ll send it to you.”
…
Me: “One of the chairs is cracked.”
PBK: “Sorry. Send it back to us, and we’ll send you a replacement.”
Me: “Okay. Thanks.”
…
Me: “Hey, our table & chair set went on sale. Can you do a price adjustment?”
PBK: “Sure, here’s twenty bucks.”
…
Me: “Um, I sent you back the one broken chair, and you sent me two in return.”
PBK: “Yeah, we can’t send just one. You can keep the other one.”
Me: “THANKS!”
And that’s how it’s done.