Pottery Barn — Local services in Salem

I normally don't write bad reviews this is actually my first time writing one... I am a business owner myself and never agreed that writing negativity was the right thing, thought all business should have a second chance and for business that "wow" me then, I would write something good. That was my philosophy until I purchased a Home Office set from Pottery Barn in November 2023... this is been the most difficult and disappointed purchase I ever done, first the desk was supposed to be delivered separate by December 20th and the modular would be delivered between January 14th - 28th, so I figured having the desk by Christmas would make my office a little more organized for the my Christmas party (which never happened). There was no phone call or email or text to let me know the desk wasn't getting delivered that's when I went online to check the tracking # and for my surprise the little dot had not moved at all and was still at the beginning indicating I just made the order. A call was made and no one knew or could give me a date of delivery. Time goes by its January and I am checking my order online almost every other day at this point and still the little dot doesn't move its at the beginning of the tracking still. Its now january 14th and I am expecting my furniture at any time but when i check online it's showing nothing has moved so I do the math on my head its going to take many months to reach the delivery dot, so I drive to the store where I purchased the product and they tell me I will receive everything soon. Now we passed the deadline of january 28th and I call 1800 # listed online, they tell me I have to pay $160 or the purchase wont move at all, when I ask why they say my card was decline when i purchased the furniture back in November which it can't be because I paid cash! So again I drive to the store bc now I don't even trust to make a payment over the phone, at the store they explained to me they never charged me for delivery, at this point I feel like they should not even charge me for a product I paid over $4.000 cash 2 months ago, but i pay the $160 and leave. Three days later i get an email saying they are ready to schedule delivery so I schedule for January 31th between 1:00 - 3:00 pm, 7:00 am I get a phone call saying the desk was damage so they are only delivering the module and someone else will call later to let me know when the desk will arrive. I take the afternoon off from work, its 4:45 and no one has come to deliver the module and no phone call was made saying they were running late so I call the store where I purchased the furniture. Again for my surprise they inform no one is coming anymore and all the pieces will be deliver together another day, when I tell the store manager I need at lest the module delivered bc now I sold all my old office furniture and I took the afternoon off from work she tells me i have to call the warehouse, I tried calling but there is recorded message saying they are close try again later then the call gets disconnected. At this moment I have no furniture (new or old) and according to the online tracking my furniture will not be delivered until february 25th of 2024. It makes me wonder... Pottery Barn doesn't have another desk available to replace quick in...

Pottery Barn made multiple errors with my order, which was a Christmas present, including sending the wrong item and personalizing it wrong. In addition, when I called to notify Pottery Barn of the issue and have a replacement sent, I was told the issue had to go to quality control first and I would get an email later that day about how the issue would be rectified. I never received an email and had to call back myself a week later. At that point, the only solution that was offered was that I would get a refund for the item, which, obviously, I didn't order that item, and I would need to send the wrong item back. They also advised that the item I ordered was now out of stock and they could not send a replacement. I clarified that because of Pottery Barn's multiple mistakes, I have now spent more than an hour of my life chasing them down, I do not have a Christmas gift, and their solution was a refund once I went through more of my own personal effort to return a personalized item Pottery Barn can't even use or resell. They confirmed that was the case and all they could offer due to policy. I asked multiple times to speak to a supervisor, was told I could not. They then offered a 10% discount on a replacement item. After advising them that was a completely insufficient response for multiple errors on their end and their unacceptable customer service, and then spending another 45 minutes going back and forth, they offered 20% and said they would schedule UPS to come to my house so I didn't need to go to the store. They were completely unwilling to do anything beyond this and it took an hour of going back and forth to even get them there. This was an extremely disappointing response, especially for a brand of this size. I have received stellar customer service from many companies over the years and unfortunately this was the most frustrating and deeply disappointing experience I have ever had. I am a Key Rewards member, have purchased many, many items from Pottery Barn and will seek products elsewhere in the future. It's incredibly shocking that a company this size would treat their...

I read all our issues in other reviews. Four months from payment in full to receipt of furniture. Paid for White Glove delivery, excellent, except for the ottoman shipped by UPS. It came before delivery date, sat on the porch on a rainy day. We took chosen fabric samples home, wrong color written up by the salesperson. Weeks of calls, texts, until the finally admitted responsibility. At that point we had to reorder all over again. Sofa looked great. Three chairs and an ottoman show poor upholstery work, crooked piping, threads hanging. Salesperson had provided NO design help. We said what we liked, she wrote it down. Chairs are not suited to sofa, ottoman too big for our room. My fault, I should have asked for another salesperson. Main Complaint: PB would not accept responsibility for their error without me having to persist for weeks while they had my $$$. I always read reviews, this time I didn't. I would have read all I needed to know and shopped...