The complaint has been investigated and
resolved to the customer's satisfactionResolved Pottery Barn — bad service
resolved to the customer's satisfaction
On April the 9th I purchased a Charleston style sofa for $1903 dollars. It was to be delivered by May 5 th. We started receiving letters shortly after stating that it was on backorder- no problem! We eventually stopped receiving letters and still had no sofa. I forgot to mention that we paid with a check (Big mistake)! The first week in June I called to find out why we had not received our sofa, after one hour on the phone, it was determined that the store had entered the wrong phone number into the system and our sofa was sitting in a warehouse. WHAT! My question to them was why did they not send a letter asking for the correct phone number? So the saga continues... one week later we received the sofa. I was upstairs tending to our dog, while my husband supervised the setup of the sofa. After the delivery people had left, I came downstairs and to my horror- the sofa they delivered was not only DIRTY, but MISSING the slipcover. The sofa they delivered looked like it had fallen off the back of a thift store truck. I immediatly called the design studio who promised that it would be picked up and our money refunded. We were promised a phone call to sch. a pickup by June 12th. No call! called back promised a phone call by June 14th. No call. I was told that the paperwork has been filled out by pottery barn supervisor wrong x2. The I was told that the lady that was supposed to call me on Saturday- does not work on saturdays and that the hub is closed. This is a nightmare! if I had simply put this sofa on a credit card, I could dispute the charge. The last lady a customer supervisor was rude and arrogant. I told her that it is not brain surgery to have them sch a pickup. I also told her that if I did my job the way they are that I would be FIRED. Her response was witchy- she said We can not fire a whole entire hub, and its your choice not to shop at Pottery Barn again. I bet that if it was her $1903 dollars she would feel differently. So I have an unfinished, dirty pottery barn sofa in my den and I am out ( at this point) of my money. I think they should start paying me interest!!! Any advice or suggestions I would love to know.