How reliable are Pottery Barn and reviews? Should I consider them?

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PI got the rocker as a baby shower gift which is about $1,500, the person who gave it to me also added a white https://pottery-barn.pissedconsumer.com/review.html glove delivery service to make it stress free. However, when the rocker was delivered, they did not deliver the lumbar support pillow that comes with it. I spent hours on the phone trying to get a lumbar support pillow, customer service and wait times with the potter's shed are terrible.