The ottoman height was off by +3 inches from the dimensions noted on the website. My husband and I purchased a dining room table to November 1, 2021. I expect well have like 20 delivery dates where we have to be home only for no one to ever show up. They told me its not their problem and transferred me to the people who were suppose to come l. After waiting on the phone again the next person told me they finished for the day at 5pm and I would have to call the next day. They have called twice to schedule delivery but when I call crack they tell me no available delivery times in my area. Rustic Brown, Hewn Oak, Gray Wash and Seadrift finish are topped with an oil-based sealant for protection. They just send chat messages back the customer service rep who has no authority to do anything. The corresponding items which have been delivered sit in their wrappers, unusable in a heap. I am currently on hold with Pottery Barn as I type this. Daily Find | Overstock LUXMOD Gold Office Chair, Daily Find | Pottery Barn Wood Gallery Single Opening Frame , Parent Props | Hospital Bag Packing List- Part 2, Minimalist Kitchen Clean Up Tips with Method Home, Daily Find | Houzz Charm Raw Aluminum Accent Table, Daily Find | Serena and Lily Driftway 1-Drawer Nightstand, Daily Find | Serena and Lily Hayes Dining Table. It is no longer perceived as high end or nicer than. So of course, I called back. We value your privacy. They are taking the return thankfully, but I am beyond disappointed. An affiliate link means that if you click on a link and make a purchase, I may be paid a commission on that purchase. Finally! A curated style universe that tailors trends to you. I saved up money working lots of overtime during this pandemic and finally purchased my dream couch this time new from Pottery Barn and waited months to get it. No resolution. In my opinion, their product should last more than 2 years and 1 month and if it doesn't they should be interested in making it right, especially if clients are willing to pay for the service. RECOMMENDATIONS FOR TRAVEL. No one did. Periodically check to make sure all connections are tight. I had found just the chairs I needed to complete a sitting area off of our dinning room. Weeks later, still nothing I call again. At this point and at no point since then have I had communication from PB. I wish to complain about Pottery Barn failed delivery related to a sleeper sofa that I purchased on November 12, 2021 (order number **). Recently, the quality has declined sharply and the customer service is nonexistent. If delivery and product availability is so strained, maybe dont take the orders, customers would surely appreciate that more! Supply chain delays would be fine. Would you please email us at [emailprotected] with your order details and reference your Consumer Affairs inquiry? Delivery got pushed to Feb-March. and on the day of the delivery they sent a link to track the delivery. SAN FRANCISCO BAY AREA. I believe that their tactics are to get away with what they can and to hope that customers won't notice, won't call, or won't have the fortitude to wait for the exhausting hold times. They make what we do possible. That was declined as well. I tried to cancel it but was told I cannot. I am going to review your order and email you at the email address on file. Local pickup is not available for this item. How long do I have to wait for you to fulfill an order? Ordered a queen bed which was delivered in two pieces, they had to replace a week later and did not have any of their supervisors reach out for an apology for the inconvenience. This table is in a second home that doesn't get used very often. We value your privacy. After I paid the additional $7000 the furniture was on the way. Other recently received items (throw pillow covers) are embarrassingly low quality, but I didn't have time to devote half a day to deal with the issue. Once I realized we had to buy a temporary sofa I asked for PB to compensate me for the new item which was declined, I then asked for a temporary refund (the sleeper was paid for on January 26, 2022) until the new sofa was ready to be shipped. At this rate, Ill never get my furniture that I have been waiting for for months and have paid for!!! I am sorry you have had this experience! Follow up - same non-answers. HI THERE! Finish is hand applied using an exclusive multi-step process that creates exceptional depth of color. My couch was finally picked up and hold away for repairs over a month ago and I have heard nothing. The first delivery scheduled, the delivery team was a no show/no call/no email notification. On top of all this they havent even bothered to resolve, think twice before you order. Its location on this page may change next time you visit. We purchased a rocking chair at Pottery Barn because we thought it would have better quality and would provide good customer service. By entering your email, you agree to sign up for consumer news, tips and giveaways from ConsumerAffairs. I proceeded to open the box and found no directions. Or maybe offer an alternative that you know is available! I am so angry about this experience. The delivered arrived and only the base arrived. The delivery company also stated that Pottery Barn knew of the issue in advance and should have notified us. I ordered a bed in February 2022. will always be noted in a clear and concise way as per FTC requirements. The replacement order was never processed. The delivery center here in Denver apparently won't even reply to the reps. Now, they want to replace the one sofa, however, what happens when the dye lots don't match. I called and texted that company several times and still have not received a call back. I called and emailed with customer service several times and was only advised to call Furniture Medic, a separate company here in town. I have a lot of half set stuff and now I am having to pay for storage to house it all until they can resolve it. A great guy from PB got the phone to the warehouse or somewhere and ascertained that my order never processed but that it would all be fine now.No dialogue since from PB. We are so sorry to hear about your experience, we would like to get this resolved. UPDATED 5/22/2022: I wrote a review earlier this month on 5/5/22 about my ongoing negative experiences with Pottery Barn. This should have been the first clue about the lack of quality of this item. Apparently, I have been misinformed and was told yes someone can come out and disassemble it no problem. Again I reached out to customer service, since Pottery Barn had now failed to meet the terms agreed upon when I placed the order. They also needed me to send information on all the items they had already sent. Condition: Good: Minor blemishes that most people won't notice, Wear and tear details: Partially out of box, Overall Dimensions: Width: 40 inches, Height: 30 inches, Depth: 78 inches. Includes one leaf. Thank you. Dimensions & Care DIMENSIONS Overall unextended: 48" diameter, 30" high Overall extended: 72" long x 48" wide x 30" high Top: 72" wide x 48" deep x 1" thick Leaf (1): 48" wide x 24" long x 1" thick Overhang: 9" (sides), 19" (head) Apron: 2" high x 1" thick Leg (Base): 34.5" wide x 7.5" deep x 4.75" high Leg (Post): 9.25" wide x 9.25" deep x 20.75" high Leg (Mounting Panel): 34" wide x 34" deep x 1" high Clearance from floor: 27" Weight Capacity: 209 pounds Weight: 174 pounds CARE AND MAINTENANCE Dust often with a clean, soft, dry, lint-free cloth. All products that Ive received as gifts are noted with a . In March I spoke with a someone in the store regarding the order, she suggested I call customer service. I will never order anything from Pottery Barn again! Come July 2022, the sofa was ready for exchange and I had so many issues. I have a standard queen mattress and ordered a queen bed. ORIGINAL REVIEW: I've been a Pottery Barn shopper for decades and was happy with my experiences for years. ), she basically said Id better answer next time! One more thing, my biggest frustration is at every turn their customer service reps acted as if all the issues were my problem to solve. I've spent so much money at Pottery Barn and Williams Sonoma, money I would have spent elsewhere if I hadn't worked there. After another 45 minutes of "hold" time, they said, "oh yes, we should have refunded that too". You can see the slats of the frame with the mattress on it. I was out of town so when I returned I realize its been 6 days and no call. Was contacted a couple weeks ago to schedule delivery, it was scheduled for June 16. In April 22, I had received no updates regarding shipping or delivery. We do not recommend the use of chemical cleaners, abrasives or furniture polish on our lacquered finish. The "medic" came, took pictures and measurements and sent them to Pottery Barn. I did not select the white glove service to save a few dollars. Weeks go by I call again asking about my couch. Isn't the whole point of employee orders to get free advertising for the brand? COPYCATCHIC NAMED ONE OF FORBES TOP TEN INFLUENCERS OF 2017, SALE ALERTS In February 22, I purchased an outdoor furniture frame and cushions that was supposed to be delivered in March 22. We got an email the week of delivery date to schedule the "table base". They charge me in full for the couch. Letter to corporate sent. I spoke with several different customer service reps over the course of a couple of weeks in early March. Each panel shrunk 3. Well start sending you the news you need delivered straight to you. Extremely unreliable. This has been such a ridiculous experience. Do they just put employee orders at the absolute bottom of the list? NO MORE!!! We work tirelessly to make sure your Havenly design experience is delightful. I am very disappointed in Pottery Barn and their customer service. Then she blamed Covid for only half my delivery actually arriving. I purchased 4 washable velvet twill pocket curtains 96 in length. Then June. I'm not an employee and haven't been for over half a year. I contacted PB via email, no response. Visit your local store and you could view, test, purchase and pick up! This is my most recent experience, to the tune of $3,000+ with nothing to show for it, and it is one of many in a trend with Pottery Barn and the Williams Sonoma family of brands. Im so glad we only ordered what seemed like the most important furniture to have in our new house instead of having tried to outfit other rooms at the same time. Seller's Notes: Expertly crafted of kiln-dried solid poplar and rubberwood. Would you please email us at [emailprotected] with your order details and reference your Consumer Affairs inquiry? Self Pick Up Zipcode: Farmington, CT, 06032. It was finally scheduled to be delivered in March of '22 but was cancelled the day of delivery due to the top not passing some sort of quality inspection. We received the second and moved on. Copy Cat Chic contains display advertisements, sponsored content, and affiliate links. Would you please email us at [emailprotected] with your order details and reference your Consumer Affairs inquiry? We would like to assist you and get your order resolved, can you please email us at [emailprotected] with your order number? A dining set arrived in multiple pieces over a 3 month period. We are truly sorry to hear this has been your experience so far with us, and we would like to help you get this resolved. The PB customer service representative must of thought she was on mute because she proceeded to tell someone that "I was unbelievable" and this situation is "unreal". Very frustrating PB and not a good look! She came out to my home and recommended I get the Sunbrella Performance fabric because it would hold up the best. I imagine Ill spend a ton of my spare time in emails or on the phone being assured that they have any idea what is going on. We went through everything 4 times. I talked to a supervisor who stated she was on the phone with the delivery service and asked if she could call me after she talked with them. I regularly purchase from Pottery Barn however recent experience means that I wont be buying anything that I dont get instore directly. I loved it. They said they had all the parts but one was missing or damaged and they needed to get a replacement but the replacement hadn't been ordered. As we tracked the delivery, we watched the truck go from house to house. THE LATEST SALES AND OUR PICKS, PACKING ESSENTIALS ABSOLUTELY HORRIFIC CUSTOMER SERVICE. They never followed up. At this point, its not the delay that matters or the quality if it ever comes, what makes this 1/10 as a product to me is that it is no different than buying something second hand because of the lack of follow up or problem solving should there be an issue. Sept 2020 we purchased a Banks Extending Dining Table. I have ordered from other furniture companies around the same timeframe as this order, who charge a percentage up front and then the remaining amount once the item is delivered. At the time of placing an order I discussed this and was told that all items are checked way in advance of delivery to avoid these issues. Thank you for reaching out to us. After almost 2 hours of "hold" time I was able to get them to cancel the order so that I could re-purchase at the lower price. Were moving so I recently reached out to pottery barn customer service to see if theres anyway someone can come out and disassemble the rocking chair. Today I called and was told that it is outside of the 1 yr Warranty and I can get a touch up kit plus a 15% discount on a future purchase that is NOT furniture.