Pottery Barn
Charleston Sofa Delivered Dirty and Missing Slipcover, No Pickup

I ordered a Charleston style sofa on April 9th, paying $1903. Delivery was due by May 5th. Soon afterward, letters began arriving to say the sofa was backordered, which was fine with me. Eventually the letters stopped, and the sofa still had not come. I should mention that we paid by check, which was a big mistake.

In the first week of June I phoned to ask why the sofa had not arrived. After an hour on the line, we learned that the store had keyed a wrong phone number into its system, and that our sofa had been sitting in a warehouse. I asked why nobody had sent a letter requesting the right number. The saga goes on. The sofa came a week later.

I was upstairs looking after our dog while my husband watched the setup. Once the delivery crew had gone, I walked downstairs and was horrified: the sofa was DIRTY, and the slipcover was MISSING. It looked as if it had dropped off a thrift store truck.

I called the design studio right away, and they promised a pickup and a refund. They also promised a call to arrange the pickup by June 12th, but no call came. I phoned again and was promised a call by June 14th. Again, nothing. I was told that a Pottery Barn supervisor had completed the paperwork incorrectly two times. Next I learned that the woman supposed to ring me on Saturday does not work on Saturdays, and that the hub was shut. What a nightmare! If a credit card had paid for the sofa, a dispute would have been possible.

The last person I dealt with, a customer supervisor, behaved rudely and arrogantly. I said that scheduling a pickup is not brain surgery. I added that I would be FIRED if I did my own job the way they do theirs. Her snippy reply was that they cannot fire an entire hub, and that whether I ever buy from Pottery Barn again is up to me. I bet she would feel differently if it were her $1903.

So a dirty, unfinished sofa from Pottery Barn is sitting in my den, and so far I have lost my money. They ought to start paying me interest!!! I would love any advice or suggestions.

Company: Pottery Barn
Country: USA

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