Pottery Barn — Local services in Wilmington

So inept that is now comical. In early January, we ordered well over $10,000 worth of furnishings for our new home. I realize that's a small amount compared to what others spend at PB, but it was a painful amount for us to part with. Our expectations were that a higher-end store like PB would have their act together. Here were are at the end of April and still don't have one of the "clearance" items we ordered - actually one of the three shipments did arrive. The other two have repeatedly been lost, transferred from warehouse to warehouse, put on delivery trucks that didn't bother to show up, and on one occasion the driver simply decided to "cancel" the delivery during the day it was scheduled. Calling customer support is comical, you get transferred 5-7 times and nobody can give you the status. Meanwhile they charge quite a bit of money for delivery that they refuse to refund - even though we were explicitly told at the store that this particular item was readily available and could be delivered within days (not months) because it was a clearance item. Too bad their logistics and customer support are so, so terrible because they have...

Ordered three desks for my office in December 2022. Said they'd be delivered in a month. Got a note from PB two weeks later, "Sorry they won't be delivered until February 2, 2023." Okay, that'll work. Rented an office. On February 2, 2023 got a note from PB, "Sorry, they won't be delivered until February 24, 2023." Okay, this is nonsense. I called them. Impossible to get through to anyone. Two weeks later, after a dozen frustrating calls, one desk (not all three) is ready for delivery. Call PB on February 13, 2023, and guess, what, they can deliver it on February 28, 2023 at 7am. Nice. That's such competent, transparent communication. Still have no idea about the other two desks and they don't know either. What a bunch of nonsense. Love the stores, love the style, don't like the online process. Do not use them unless you are ready to wait months for actual delivery. Granted, we are all aware of supply chain issues, but they should have told me up front "this could take several months." But they didn't. Plus, their evasive shipping/delivery vendor is in the dumps. Poor customer service. I'd give them a -1...

Customer service and communication is a huge issue with this company. While we are all very well aware of issues with delays in all various merchandises across the board, Pottery Barn should work on their communication. I ordered one piece of furniture on July 2021, initial delivery date was Oct to Nov 2021. Potter Barn changed that delivery date 5 other times without email notification, I kept having to check on it. After all delivery changes, finally arrived 10 months later. I was granted partial refund, the refund would never arrive. I had to contact than 4 different occasions over a whole month. Every time they would give me some reason and would tell me they again process the refund....the refund never arrived. They ended up sending me a gift card for a portion of the refund, they are a shady company. This one my first purchase with them, my second one was some glasses I got for my mother in law for Christmas....the bottom of those glasses systematically fell...