Pottery Barn — Local services in Roswell

PB is intentionally deceiving customers. Ordered a sofa at the store back in August. Was told the estimated delivery date was fairly accurate. It's been delayed multiple times. The sofa is now due in mid March (that's if there is no more delays.) However, when I go online and place the exact same item in my cart with the same fabric, it says the delivery will happen in mid to late January!!!! This is two months earlier than my current delivery date.

I believe they are intentionally giving a false delivery date when they know good and well they will never make that date. Here is the thing....if they told customers upfront that the wait time is a minimum of 7 months, how many customers would actually order? I bet they would have a lot fewer sales, so they are pulling a bait and switch.

Here's the worse part......

I spoke with the store manager and she said because it's custom fabric, I would need to speak to a customer service "lead" which is what they call the customer service "managers." The "lead" person called to say that the order can't be cancelled even if the delivery date is 3 times longer the initial estimated date. In fact, he confirmed that even if the delivery is delayed by THREE YEARS, tough cookies. It's the customer's problem not theirs. They don't care. No matter how long it takes, you are stuck.

When I asked to speak to his supervisor, he says that PB's policy is that no customer calls ever get past him. He is not allowed to transfer to his supervisor ever! No matter what!!!! WOW! I've never seen management hide behind their employees and making their employees do all the dirty work. Shame on you PB! Far cry from Nordstroms, that's for sure. No longer plan to...

If we could give a 0 star review we would. We purchased a couch on August 31, 2022, with a commitment that the delivery would be on, or above, October 8, 2022, order number 322422869600.

On October 7th, we received a call stating the delivery had to be pushed out to October 24, 2022. On October 24, 2022, we received another call stating that delivery of the couch was now pushed out to November 17, 2022.

Now after the third re-schedule of the delivery, we were frustrated but was assured by the delivery personnel that contacted me, the couch would be no later than November 17, 2022. After not receiving a delivery, and not being contacted, we contacted Pottery Barn again on November 19, 2022, to see where our couch was, to our surprise we get informed the delivery is now pushed to December 7, 2022. Due to our level of frustration and Pottery Barn's lack of empathy and concern about the situation we contacted the delivery location and spoke with a very rude individual that would not give his name.

This person stated we just have to wait. He stated they had trailers still at the delivery location from July 2022, that had not been unloaded yet, and it was going to be several more weeks to months before they even got those trailers unloaded.

Now this is ridiculous, Pottery Barn charged our credit card over two months ago but has yet to delivery the product we purchased. The customer service representative we spoke to offer to give us a full refund, but that is not what we want, we want the furniture we order, WE HAVE WAITED LONG ENOUGH.

New buyers beware, their product quality is good, but their commitment to on time delivery and customer...

This store and their staff are wonderful. Extremely friendly and knowledgeable about their products, which is appreciated. My 3 star rating is for the company, Pottery Barn, in general. While their products are high quality, the organization's customer service and logistics are not quite on par with the expected standard for their quality/price range. Unless you plan to order customized furniture (i.e. - custom fabric selections) they will not and claim they can not deliver the furniture via white glove delivery. So, as a result, I recently had 8 dining room chairs I ordered 7 months ago delivered by UPS in the middle of the night in the pouring rain in damaged boxes. My chairs were completely ruined. After weeks on the phone with customer service I finally got my refund, after shipping the chairs back (with almost no help from Potter Barn to organize the return shipment)....all to find out they will not white glove deliver me 8 new chairs. So, off to Macy's I go to match out 8 chairs with my Pottery Barn dining room table that was delivered white glove with no problems. It's a big shame they have not developed their logistics department better to handle delivery requests even when people are willing to pay more. Lost a devout customer because of this awful experience and the sub par support from...