Includes one leaf. I waited until 7:30 and called (waited another 45 minutes). Terrible communication. Very, very disappointment for the amount I paid that I do not have my order a year later, the amount of extra shipping I had to pay, and the amount of work I have had to put into it along the way. We are here to help. They also needed me to send information on all the items they had already sent. I ordered 2 custom made leather sofas back in February. THE LATEST SALES AND OUR PICKS, PACKING ESSENTIALS They say they will look into it and that it may take a week or so to get information from the supplier or whoever. Ok A month goes by, still nothing. The first delivery scheduled, the delivery team was a no show/no call/no email notification. However, the manufacturer came back and told me they will not and to call PB for a resolution. Credit card charges unable to be explained by customer service. I tried to cancel it but was told I cannot. First, we had a consultation online for advice on designing our shape and choosing fabric. No resolution. 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. Our elevated support team is here to help. For more information about reviews on ConsumerAffairs.com please visit our It is a platform bed and after I put my mattress on it, I noticed there are large gaps between the frame and the mattress. I called and emailed PB AGAIN to raise a complaint on my overall customer service experience and I heard crickets. Thank you very much for contacting us. I said that was fine because my construction would be finished by then. March 2022 backordered piece delivered without notice Missed 30 day return as out of town for 5 weeks. Unfortunately, they do not have the instruction! Finish is hand applied using an exclusive multi-step process that creates exceptional depth of color. An affiliate link means that if you click on a link and make a purchase, I may be paid a commission on that purchase. So thats a precursor to talking to management, like a punishment for trying to advocate for yourself. Our content is intended to be used for general information purposes only. ), she basically said Id better answer next time! I purchased 4 Caleb outdoor lanterns. Blot spills immediately and wipe with a clean damp cloth. 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. Ive tried contacting customer service. Thank you. After a similar West Elm issue I was in touch with a lady in the US in sales resolutions who I raised this issue with, but no follow up. It makes you appreciate businesses like Amazon where you get your orders on time and you know when it's coming. I proceeded to measure both my ottoman and sectional and noted that the seat height and depth of the sofa was off by +3 inches from the dimensions noted on the website. A link has directed you to this review. Today they called me at 11:43 and I called back at 11:58 and they had no available delivery times. I told them that was ridiculous. When I ordered the salesperson told me the order would not be fulfilled until March. Be the first one to find this review helpful. Crafted from kiln-dried solid Rubberwood and poplar wood. As of June 21, 2022 we still do not have the table. I have never had a sofa that pilled. So here is what Im going to do: I am waiting until the 4th, if it is not received by then I am closing my Credit card with the pending charge. RECOMMENDATIONS FOR TRAVEL. Absolutely crappy Customer service team to go with crappy furniture. ConsumerAffairs is not a government agency. The replacement order was never processed. How do I know I can trust these reviews about Pottery Barn? When the bed was finally delivered, the delivery people did not assemble the bed, they told me assembly instructions were in the box. Lorraine Round Pedestal Extending Dining Table - Hewn Oak, Bernon Extendable Double Pedestal Dining Table, Katharine Mango Solid Wood Trestle Dining Table, Candace Mango Solid Wood Pedestal Dining Table, Hyde Rustic Farmhouse Solid Wood Dining Table. They are taking the return thankfully, but I am beyond disappointed. 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. Kiln-dried wood helps prevent warping, splitting, cracking and developing mildew. 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. Website says these items are in stock.so whats the issue.I dont know what more I can do. HI THERE! Since they were exactly what I wanted I went ahead and purchased 3 chairs on 11/3/21 with a delivery window of 3/4/22 - 3/18/22; I was willing to wait and agreed to those terms. It was delivered on 4/5/2020. We are so sorry to hear about your experience, we would like to get this resolved. The issue remains unresolved with no end date in sight, except now I've wasted even more of my time. Our designers recommend these alternatives. We did. Its location on this page may change next time you visit. To try to get it repaired has been a nightmare and I have received no customer service accommodating me much less apologizing. In February I bought 2 Palmetto outdoor chairs and a matching coffee table. In February 22, I purchased an outdoor furniture frame and cushions that was supposed to be delivered in March 22. Could it be that quality control slipped during Covid and I got crap furniture? It does not increase the price of the item. Was contacted a couple weeks ago to schedule delivery, it was scheduled for June 16. Finally! Thats totally understandable. I emailed PB customer service and after a long back and forth communication between PB, Sutter furniture (manufacturer) and myself, it was agreed both items did not meet their quality standards, which allows a 1-2 inch variance from the dimensions noted on the PB website. Periodically check to make sure all connections are tight. Blot spills immediately and wipe with a clean, damp cloth. The corresponding items which have been delivered sit in their wrappers, unusable in a heap. It looked normal but when you sat on it the armrests were so poorly made you could feel the hardware that build the couch underneath throughout the entire armrest. I think it is awful that Potterybarn thinks it is ok to have people wait so long just so that they can place an order. Yesterday, I called the customer service line to get clarification on the situation. WASTED TIME, WASTED $$. They knew it was missing or damaged for weeks but hadn't done anything about it? 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. Do they just put employee orders at the absolute bottom of the list? I called customer service and while they were very polite they were not able to allow an exchange/replacement because too much time had passed from when I purchased them. and on the day of the delivery they sent a link to track the delivery. NO MORE!!! ORIGINAL REVIEW: I've been a Pottery Barn shopper for decades and was happy with my experiences for years. Apparently, I have been misinformed and was told yes someone can come out and disassemble it no problem. It turns out, this was not a fluke, this is the standard. COPYCATCHIC NAMED ONE OF FORBES TOP TEN INFLUENCERS OF 2017, SALE ALERTS Another week went by, I called again, and they said the vendor would not cancel the order. We work tirelessly to make sure your Havenly design experience is delightful. They have called twice to schedule delivery but when I call crack they tell me no available delivery times in my area. 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. Copy Cat Chic contains display advertisements, sponsored content, and affiliate links. Have a wonderful day! Supervisor was too busy to talk to me even though I was on a call for 52 minutes. The response I received to this was the same as I'd received previously, empty apologies and no help at all. I asked the women what I was supposed to if I cannot answer the phone when they call (I am a busy person, I have a life! If delivery and product availability is so strained, maybe dont take the orders, customers would surely appreciate that more! I call again. I have purchased outdoor lanterns at Target and Home Depot that have done much better than these ones. They said they would try to cancel the order with the vendor. We are so sorry this has been your experience, please email us at [emailprotected] with your order details, and reference this consumer affairs review. I called back today, again, and waited to talk to a supervisor. I am so frustrated now in a room with one chair and a coffee table because my sectional never arrived and the delivery is extended now until May. It's now two months later and I finally have the time to call them and sit on hold for over an hour with them. Weeks later someone came to assemble the bed. In July 2021 I placed an order of around $40K worth of Pottery bath furniture. Of course, they refused. So I told them that it seemed to me they should probably order a replacement and they said they would. I never heard from anyone at Pottery Barn. Well, if I were to place an order on June 12th for that item my delivery date would have been the same. At that point I Needed furniture and felt that it was reasonable to look elsewhere, since I no longer had any faith in this company meeting their delivery terms. I called the customer contact number, they said theyd look into it, nothing happened. Hardware may loosen over time. I called customer service and after being on hold forever told them about the situation and they said they could send out a medic to fix it. I'm writing this in May, and I still have a (non-custom) order floating out there placed in January that "can't be canceled" and has no estimated delivery time. Updated on 07/29/2022: I ordered a Big Sur sectional & ottoman back in Jan 2022 and when it was finally delivered in May 2022, I immediately had to contact Customer service because sectional was obviously defective and of poor quality. I received a Big Sur sofa and it has defective legs. Then June. Comfortably seats 4; seats 6 comfortably when extended. It is no longer perceived as high end or nicer than. No one has called. Thank you for contacting us. I was told a supervisor was looking into the situation and someone would call me back the same day. A company should be held to some standards. 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. 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. It is very important to do your own analysis before making any investment based on your own personal circumstances and consult with your own investment, financial, tax and legal advisers. I washed them as per the label instructions in cold water and hung them dry. After being told that they could refund the tax, but not the shipping, I requested a supervisor. Daily Finds, Pottery Barn, Rachel Gates, Wayfair April 17, 2021. Fine. This table is in a second home that doesn't get used very often. I did not select the white glove service to save a few dollars. So of course, I called back. 3 calls to customer service resulted in extremely long waits and then dropped calls. IM REICHEL BROUSSARD, THE CREATOR OF COPY CAT CHIC. The "medic" came, took pictures and measurements and sent them to Pottery Barn. After going back and forth, I escalated the defective furniture and the only option presented was an exchange of the sectional and return of the ottoman due to both items not meeting quality standards. At this point I am not without some of the furniture. FAQ. Just another over priced place. 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. Original Review: I ordered a Big Sur Sectional (**) & modular ottoman (**) directly from Pottery Barn (order # **). We are here to help. 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. We are sorry to hear about your experience, can you please email us at [emailprotected] with your order number and reference this Consumer Affairs review? Still waiting for a table that was supposed to be delivered two months ago. SAN FRANCISCO BAY AREA. Within that I was charged around $2000 for shipping. Immediately I was able to book in a delivery date of 30 March. Isn't the whole point of employee orders to get free advertising for the brand? Extremely unreliable. Adjustable levelers add stability on uneven ground. I have spent the past 2 weeks speaking with a variety of customer service and delivery scheduling reps for resolution to no avail. We agreed on a date, I received a text message the day before saying they would be here at 1pm. 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. Unfortunately, this isn't the first experience like this I have had in the past 5 months. MONTHS ago. I believe that this situation and customer service response is unfair because we had a perfectly fine sleeper sofa up to a day before the failed delivery. Label says they can be washed. Would you please email us at [emailprotected] with your order details and reference your Consumer Affairs inquiry? ON JUNE 16 after receiving 2 different confirmations in past 24 hours, I receive a phone call saying the driver couldn't find the warehouse?? We have never moved the table and have only used the built-in extender maybe 12 times at the most. 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". ABSOLUTELY HORRIFIC CUSTOMER SERVICE. I am so angry about this experience. I have now been on hold for 40 minutes trying to reschedule the delivery. I will never shop Pottery Barn, William-Sonoma, or any associated companies and I would urge you not to as well. Thank you. That was declined as well. Well start sending you the news you need delivered straight to you. I think our initial estimate was the end of February. In February, all the pieces of our sectional shipped on the same date to the distribution center, after which they said we would be contacted about delivery. Sept 2020 we purchased a Banks Extending Dining Table. We were going to get the rocking chair we've have needed for the first 5 months of our son's life. I have been a Pottery Barn customer for over 30 years. Delivery day came and I only received 1 sofa. I waited until 1:30pm and called (waited for 45 minutes), the lady spoke to the company and guaranteed me they would be there by 8pm, end of day for them. I was then asked to go and take pictures of labels again and send them to confirm what I had. Would you please email us at [emailprotected] with your order details? Still not ready. I went through the designer that worked at the store at the time. Thank you very much for reaching out. I explain the situation, the person on the other end tells me it was delivered, I tell her, "No, that is what I am telling you, it was not.". I woke up on the morning of 3/19/22, 1 day after the shipping window ended, to a new delivery estimate 5/16/22 - 6/3/22. I will never order anything from Pottery Barn again! I finally got connected to the manager with horrible phone interference that was not there on my prior call, although there was an echo on that one.