A totally hassle free experience when I had to exchange a double hang closet rod that broke. I called into the store to confirm that I could exchange the product or get store credit. When I went to the store, I spoke with the same person as the phone: Alfredo. He didn't ask me any questions about the product or my lack of a receipt. I simply waited at the counter while a staff member was asked to locate the same product on the floor and bring it to the counter.
This is the reason I will continue to shop at BB&B (and this store in particular). The customer service is excellent.
The only negative is that there are so many wonderful things at this place, you usually find yourself walking out with a few goodies. I found a lovely candle and some pillowcases that I just had to get! While I'm sure I could get the same or similar products for less elsewhere, the peace of mind one gets by shopping here is worth it to me.