I am posting this in hopes that the PB CEO Marta Benson will see this - I want to tell you about the nightmare that has been my experience in dealing with Pottery Barn since ordering a sofa and 2 chairs in JUNE 2021 from the Shrewsbury NJ location.
My final replacement order arrived last night. In true Pottery Barn fashion since this ordeal began, the communication has been nothing short of god awful. I received an email stating my chair would deliver last night. No one ever called to provide a delivery window. The delivery people showed up at 7:30 pm last night. Had I been out of the house, I would have completely missed the delivery. I've been dealing with a Sr. Retail Team Lead. I have an email telling me I am going to be credited back $1045.40. I paid my bill well over a year ago and at this point, want this back in a check (not a credit to my account) and I want to call it a day. I do not plan on ever shopping at Pottery Barn again because of this horrific customer experience. I've been delivered damaged furniture which started off the entire problem which included a moldy sofa. No, you cannot make this stuff up. Our performance fabric began developing black spots.... we noted upon delivery that the sofa was damaged as we saw a water mark and also the black fabric underneath was torn up (not what I'd expect for a $3K piece of furniture) and one of our two chairs was also delivered damaged. The delivery people noted this and put in a replacement request.
The water mark turned out to be a mold/mildew issue which worsened. We took the bench cushion to the PB location on King St. in Charleston and showed them. They helped to get a new sofa ordered which once again, took forever to arrive. I've waited longer than I've actually sat on the furniture. We also noted that our "performance fabric" chairs were not performing at all and were wearing and pilling. Those too were scheduled for replacement, again beginning the waiting game and more nightmares. I asked for both chairs to be delivered together for the replacement. My father worked in the garment district in NY and if there's one thing I know, it's that if fabric
isn't cut at the same time from the same dye lot there can be color variances.
Well guess what.... first replacement delivered, even though the order was scheduled for TWO chairs. I was told the 2nd chair was LOST. Again, I cannot make this stuff up. Once again, I had to deal with your retail team customer service and had to have the chair re-ordered, again, another wait and I made it clear that if the chair showed up and the match was off, every piece of this furniture was going back to PB. EVERY SINGLE PIECE. So, last night, the chair was delivered and once again, guess what, i cannot make this stuff up.... the TWO original chairs are still sitting in my house as they had no room to place it on the truck last night. Now, I have to deal with customer service AGAIN and the pickup is not scheduled until 4/3 (i barely have the room for the extra chairs) however cannot occur sooner. I want to add, for the number of times i've called customer service, i've been cut-off or disconnected which just adds to the sheer frustration of dealing with this.
I thought I was buying quality and "the experience." To be honest, as someone who manages a major national retail account for a global CPG brand, I can tell you it was as far from that as you could get. In fact, PB should be ashamed that this is how it treats its customers and takes zero pride in fostering a relationship to make a customer want to come back to furnish additional rooms or for that matter, to recommend them to a friend. I can tell you that based on my experience, that definitely will not be happening.
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