My husband and I ordered a custom couch in late February. Very understandably Covid 19 caused problems with delivery of furniture but fast forward months and we still haven't received our couch, they've rescheduled the delivery for the 4th time and I've spent countless hours on hold trying to find a way to manage our problem. It's an endless loop of different customer service departments where no-one will take charge.
The problem started when my building requested safety paperwork because of Covid 19 and an insurance certificate. Long story short I've exchanged tons of emails and called their delivery partner CRB many times. I was assured the paperwork would be completed 24 hours before delivery, I even called to confirm that it had been sent (twice), my building manager says she never received anything. When we couldn't get the paperwork finished in time for the first delivery, we scheduled another delivery a month later. Again, no paperwork AND they just didn't show up! No call or anything!! We have no couch right now so I called to have the delivery rescheduled ASAP. After holding AGAIN (for more than 1 hour) I found one nice person to help and she got it scheduled for 3 days later. We just got an email we've been rescheduled for Saturday. Our building doesn't take deliveries on the weekend, which I've communicated to at least 5 different people throughout the process. I am currently on hold for what feels like the 100th time after being promised a supervisor. (my phone clocks it in at 54 min so far)
This was an expensive custom couch order. I can't imagine what happens if it's a smaller item. I'm serious, NEVER buy things from Pottery Barn!!! read more