I ordered a ~$4,500 Pottery Barn nursery furniture set and 3 out of 5 pieces arrived damaged. Over the next few months, I dealt with multiple replacement shipments, more damaged items, long delays, constant follow-ups, and the burden of photographing, documenting, and coordinating returns -- all while preparing our nursery.
After all of that, the supervisor's proposed solution was to keep the damaged items for a $200 gift card. For the cost of the order and the importance of the products, that was extremely disappointing. While refunds are being processed, it doesn't undo the months of frustration, wasted time, inconvenience, and repeated failures to deliver undamaged merchandise.
I expected far better quality control, accountability, and customer care from Pottery Barn. This experience has made me question future purchases with the brand, especially for something as important as a nursery. read more