Pottery Barn — Local services in Arlington

My wife and I recently purchased an entire dining room set from Pottery Barn located in Alexandria, VA. Upon receiving one of the Bradford chairs we ordered, one of them was defected and needed to be returned. We called The location we purchased the chair from and one of the associates assured us that we would receive a new chair and be able to return the defected chair in the packaging that it came in. A couple days went by and we didn’t receive a new chair, nor did we hear from the associate we spoke to at the store. We called the store back, only to find out that the lady we spoke to wasn’t working there anymore. We spoke to another associate at the store and she told us that she didn’t see anything in the system about our return and said she would start the process over again. She reassured us again that we would be getting a confirmation email and that we would be getting a chair delivered to us. We would be able to return the defected chair in the package it would come in and UPS would be picking it up. At this point 2 weeks have gone by and we still did not receive the email or a new chair in the mail. We called the store for the third time, and spoke to another associate, that associate said they would have to call someone else at the packaging facility and assured us that she would call us back. We never received a phone call back. At this point my wife and I were hopeless. We just spent 5K dollars on a dining room set and we were appalled at the service that we were given. We decided to call the generic customer service number because no one at the store was able to help us with our order. I spoke to a nice lady who pulled our order information up and made an excuse saying that the return was started but no one finalized the return. This led us to believe that the previous associates were lying to us. We were disgusted and proceeded to express our unfaithfulness with the customer service representative. She then put us on hold for about five minutes. When returning to the phone, she sounded just like the previous 3 pottery barn employees that we spoke to. She assured us our chair would be mailed out and an email would be sent to us confirming the delivery as well as a separate email from UPS to setup the return of the defected chair. I forced the associate to stay on the phone with me until I received a confirmation email since the previous experiences I had with past associates all claimed I would receive this email. After 15 minutes on hold we still didn’t receive the email and the customer service representative hung up on us. My wife and I have always dreamed of having a pottery barn dining room set in our newly built house. Although, after this experience we will never consider purchasing anything from pottery barn moving forward. Not 1 person was able to help us out from the store we purchased the set from all the way to 2 separate customer service representatives. So at this point I wanted to vent my frustration to anyone at a higher level with the company to express my terrible experience. I will share this experience with family and friends to prohibit them from going through the same experience I have and encourage them to purchase furniture from other places because it’s not worth the hassle to spend the type of money we did on something that came defected and we can’t return. The old adage you get what you pay for doesn’t correlate with pottery barn and I will never purchase furniture from your store again. I hope this summary does something to change the way your conducting business and breeds light into some loopholes within your company...

I scheduled delivery of the Warren bed frame once I was contacted saying both boxes in this order were at the warehouse ready for delivery. I scheduled the delivery two weeks in advance. I reserved the loading dock in our apartment building for easy delivery.

When the truck got here they told us they were missing the box with the headboard in it. They told my boyfriend that it wasn't at the warehouse (this was NOT true, as I found out later after hours of phone calls). They said they could deliver the headboard next week (which, if it truly wasn't in the warehouse I don't see how they could promise that). Then when I called customer service I was lied to yet again. The first representative I spoke to said I would get an email with delivery time later today. I waited 3 hours and called again because I hadn't received an email. The second person I talked to said that there was no record of delivery being scheduled for the headboard. He said he would transfer me to the schedulers at Fidelitone. I asked him to give me their phone number in case I got disconnected, because that had happened several times already, he said he didn't have a number for them. He transferred me and the phone promptly disconnected. I then called two different phone numbers for Fidelitone, never reaching an actual person, I left several messages and they did not call me back. I then called Pottery Barn again. The third representative I spoke to tried to call Fidelitone as well, they didn't talk to her either. I then tried emailing Fidelitone. They said they'd try and get it delivered today but since it was at the warehouse and not on the truck it probably wouldn't be today. I pointed out that they were just ignoring me to delay having to fix the problem that they caused.

This is all more frustrating because I scheduled this two weeks in advance, that should have been ample time for them to get their s together. Additionally, we now are sleeping on a mattress/boxspring on the floor because we don't have a bedframe. We will have to move the mattress and boxspring yet again when the warehouse deigns to deliver our furniture. And finally, we have a large box in the middle of our living room that has the base of the bedframe in it, which will sit there until we get the piece of furniture that we were told would be delivered by May 24th at the latest.

Oh, and no apologies or refund of delivery fees or anything to fix...

I had been a customer for 20 years. Pottery Barn is in decline dramatically. They messed my furniture order during packaging. It took 2 months to have it corrected. I have records of talking to 15 people both Pottery Barn and PB Credit Card within a month and recorded 9 hours of phone calls. I was refused to provide Corp contact info. Many customer service agents said to me on record "our managers do not want to talk to any customers and force us to their jobs". They sometimes put me on hold for 1 hour but could not find any manager. At times I provide my info for call back instead. Never once got a call in 2 months.

i had made the whole payment before I was billed, before the delivery. Then Capital One Pottery Barn Credit Card lost my whole payments twice in a month. They instructed me stop payment twice. Then a day after, they found the checks. They got my 3rd online check from my bank, also Capital One. Still, they forced me to pay late fees and interest fees. When I disputed, I had all the bank info that I had paid on time fully, Devon, rude supervisor, said he didn't care. He was belligerent, After I complained about him and closed my account due to despicable Customer Service with a credit hanging, they reported me to Credit Bureaus the next day. Yet, I still have a $100 over payment to be refunded. Within a month!!! Others only report after 60 days, I am informed. That caused my credit score to be lowered 10 points. It went from being excellent for years to good for the first time. And they took back all the points I had earned.

I also wanted to end this drama after 3 months, I ended up getting a replacement furniture and kept both. I ended up paying double at the end. Consider all these frauds and the terrible customer service before opening an account from Pottery Barn and buying anything. The next step is to file a...