Pottery Barn
Slip-Covered Sofa Delayed Over Three Months, Endless Phone Holds

Think ordering and getting a sofa from Pottery Barn is going to be neat and easy? Think again. My wife and I ordered a slip-covered sofa, totaling right at three thousand dollars, the third week of January. We were told 8-12 weeks. We finally got an email from them (which we believe was deceptive) saying the sofa had been shipped from North Carolina. I had a friend who ordered a sofa from this company and got it right at two months after ordering. When we got the email on the tenth, we gave our furniture away to a needy, single mother.

When I had my wife call the 888 customer service number, she had a wait of nearly 25 minutes before finally speaking to someone. They told her that on May 7th we would receive a call to set up home delivery. Finding it hard to believe that it could take that long to move a piece of furniture from North Carolina to Tulsa, I suspected one of two things: either the one or both of the two horses dragging it on a sheet of plywood from North Carolina died, or our sofa was damaged during shipping.

After being rudely placed on terminal hold at the Tulsa Pottery Barn store, I finally got a call back from the store manager, who said the customer service center would call me within 24 hours with answers. That was a complete and total falsehood. The store manager told me the sofa was in Dallas. When I told her my wife from California and I would gladly drive to Dallas in our large Sprinter truck to pick it up, she said she did not think we could expedite getting our own property into our home so that we could resume our normal household affairs.

I made two more calls to the service center, only to be placed on terminal hold after giving them my name and order number. Hold times exceeded 25 minutes per call. The store manager hinted in our phone call that the sofa would be expedited and delivered on May 13th, three months and 22 days after our order. Their excuse was that the sofa was a "special order." Pottery Barn, FYI: any piece of furniture that comes in three or four different arm styles and in 25 some-odd different colors is special order, which makes ALL of their sofas special order, and that is a very lame excuse.

Pottery Barn is a company that does not feel it needs to be accountable to its customers. Once you give them a credit card number, the customer service is over. If you want a nice sofa and you do not mind giving your money to greedy, money-hungry corporate America, then throw your money away on one of their sofas. I will never buy another thing from this company. There is no amount of money that would be fair compensation for this inconvenience. This was complete and total incompetence. Boycott this company, and understand that if they get a chance to jerk you around, they will abuse you.

Company: Pottery Barn
Country: USA
Phone: 8887795176
Site: potterybarn.com

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