Pottery Barn — Local services in Virginia Beach

I purchased a floor model table lamp and received excellent assistance from Toni with that and my other inquiries about the Rockport end table and coffee table. At checkout, that is where the problem began. At checkout there was a discrepancy as to whether or not the sales price included the lamp shade. While that was being sorted out, another associate that I have worked with in the past removed the harp from the lamp shade. I thought she was wrapping it, but I am not certain what she did with it. After it was decided how I would be charged for the lamp including the lamp shade, Toni bagged the lamp shade and went to the back to wrap my lamp. I paid for the lamp with the shade and leave. I get home and set up the lamp, look for the harp, and it is not in the bag with lamp shade nor attached to the lamp. What in the world can I do with a lamp shade with no harp. So, I called the store and explained that I was there about an hour ago and what happened. I spoke to AJ. He was quite helpful. He checked with his co-workers but no seemed to know what happened to the harp. I was asked repeatedly to check the bag and the lamp. Since the harp is the piece that allows you to connect the shade to the lamp and is metal, it would be easy to find if it is in the bag or attached to the lamp. Nonetheless, I triple checked the bag and there was no harp. I was placed on hold 4 times while AJ constantly asked about where my harp was. I told AJ about the associate that had taken the harp from shade. However, no one knows what happened to it, and the associate that had taken it from the shade had convenient amnesia as to not handling it. Really?!?! AJ told me that he would look for a harp and would call me back. He called back and left me a message. He claims he could not find a harp in the store, and that I could return the lamp. There were other harps in the store. Sadly, they did not want to damage out my lamp shade and give me a new one with a harp. That is fine. After the lack of willingness to just give me a harp, I will be returning the lamp and the lamp shade, and I will not make any future purchases from that...

I ordered a bed and dresser from Pottery Barn Kids on 28-MAY-2022. From what was advertised on their website as the delivery date to the delivery date on my email confirmation of purchase, the delivery dates had already changed by two weeks. I decided two extra weeks was worth it and did not cancel my order. The bed was due no later than 13-JUL-2022 and the dresser no later than 29-JUN-2022. Once July 13th passed I have called Pottery Barn customer service numerous times to see where my order was. First I was continuously transferred to the depot who kept telling me they couldn't help me i had to contact Pottery Barn.I then asked to speak with a supervisor and I was told the bed was at the depot but could not be delivered until the dresser was there; they "don't do split shipments when the other product is due within 4 weeks." Four weeks long passed. I asked to speak to a supervisor and Monqueta told me I would have my products scheduled to ship no later than August 14th. Again that deadline passed. I finally got a call from the depot to schedule a deliver but they said they only had the bed, which contradicts what Monqueta said. The bed arrived August 19th, a month late and no dresser. I called corporate and I am getting the same run around. The dresser has now been shipped to the wrong depot and they are working to see if a replacement in NJ is suitable to ship to me. Sylvia at corporate said she was checking a week ago and no update. I've spent over 10 hours on the phone with this company trying to get a product I paid for on May 28th and was owed at the latest July 13th. I just want my dresser for...

Pottery Barn has all the beautiful designs! They have been the epitome of what I have dreamed of filling my home with, unfortunately it has by FAR the WORST customer service resolve. We bought the Sausalito 70” double vanity and we received the product three months later with a broken backsplash. They requested we send pictures of the damage, and we did. Weeks went by and they requested more pictures, so we sent them. They told us they would send us a new backsplash, so we went ahead and hooked up our vanity to plumbing. I have waited months and have spoken to several customer service personnel for some resolve. They eventually called to confirm we would be home for the delivery and to my surprise they sent an entire new vanity and wanted to pick up the old one which was already connected to plumbing, bc they said they’d send us the ONE broken piece of back splash. I refused the new sink but asked for the one part that I needed and they said “No, you need to contact Pottery Barn.” It’s been 3 months since we ordered this and I still have the broken piece and now they are only willing to credit me $300 store credit or $180 back to credit card. Mind you, this was a 4k piece of furniture! This has not been my only issue, unfortunately. We also purchased the King size Seadrift bed frame which has its own issues starting from our purchase date to damaged at delivery. No resolve and we have spent a LOT of money with them- NO MORE! Poorly made, easily destructible and TERRIBLE RESOLVE....