Problems with Pottery Barn Delivery questions

[Anonymous]

They are the woooorst. We ordered a coffee table from West Elm (same company), and it was damaged so we ordered a replacement, it was also damaged. We kept the least damaged and asked for a $50 gift card. They refused. Their customer service used to be better - the last time this happened (like 15 years ago back when West Elm was on par with IKEA), they gave us a full refund and let us keep the furniture. I had heard their quality had improved, but it has not.

[Anonymous]

Try BenchMade Modern. More expensive but much much better quality and amazing customer service.

[Anonymous]

Anonymous wrote:Now they tell me it will be delivered Wednesday. (This is OP) Over, under on if that's going to successfully happen?

Also, how in the heck do they stay in business?

The advertising, styles, even paint pics. A relative pre-pandemic waited over 1 year for a sofa. Not unusual style or fabric. The thing is no better than instock Macy's or Belfort items. Ethan Allen custom upholstered items are about 2 months. We know people who have decided against even ordering PB supposedly in stock when it gave 1 month delivery estimate on the website.

PB is a huge problem if you need start up stuff like a crib or dresser for the child.

[Anonymous]

What compensation do you want? What is your actual loss?

[Anonymous]

Anonymous wrote:What compensation do you want? What is your actual loss?

I can't speak for OP, but it's not just about making them whole. If PB wants to keep the customer (or avoid bad will from posts like this), they'll need to pay up.

[Anonymous]

West Elm is the same company, right? Do they have the same issues?

[Anonymous]

Anonymous wrote:

Anonymous wrote:Ugh, I wish I'd seen this in November when I ordered a couch for my porch specifically because it was listed as "in stock and ready to ship" on their website.
Almost 2 full months later, still no couch, still listed as "awaiting other items in order" in my order status.

They just say that so you order. It's not really in stock because they use drop shippers.

+1

[Anonymous]

OP, the same thing happened to me a few years ago. I spent countless hours with customer support trying to get them to redeliver or give me a refund. There seemed to be some error in their computer system but I could never get it resolved and had to start over every time I talked to a different support person. I finally gave up to save my sanity and will nevwr odder from PB again. This was the worst buying experience I've ever had.

[Anonymous]

Anonymous wrote:West Elm is the same company, right? Do they have the same issues?

Yes, West Elm has the same issues. We ordered an armchair from them - never again. First it took months, then the truck broke down and they didn’t deliver it, then it was broken when we got it, and then it took months to get the replacement. The replacement was “lost” for a week in the logistics company warehouse. The only reason I got it delivered was because I called the logistics company directly and got the person I was on the phone with to locate the chair. It’s such a terrible experience and I can’t believe they don’t get called out for it more. You should check on their account on Twitter - look at tweets and replies. Tons of complaints.

[Anonymous]

Anonymous wrote:Op here:

How did you get these refunds/discounts/gift cards? WHat do you say and to whom?

10:45 again -- We had worked with a "design pro" in the store, so she was our first call the morning after our sectional was finally delivered at midnight. She pretty much took up the ball and, after speaking with her manager, offered the discount and gift card as compensation. The gift card arrived via FedEx the next day, with a handwritten apology.

[Anonymous]

So many past chains on this site highlighting this shipment issue with PB. They really are the absolute worst. #neveragain

[Anonymous]

I ended up reversing the payment with my credit card company after MONTHS of waiting with no attempt at delivery at all. Good luck.

[Anonymous]

Got it on Monday! DD loves it and yes, #neveragin

[Anonymous]

Pottery Barn Sucks!!! they don't have in-stock Items. liar! They make it once they get the order!

[Anonymous]

I had an opposite experience with them. I ordered five chairs for our eat in kitchen that were upholstered. I showed my husband that night and he told me I was a lunatic for ordering fabric kitchen chairs (we have three young kids). I realized he was right and called PB the next morning, less than 24 hours after placing the order. They told me that the chairs had already been placed on the truck for delivery so I couldn’t cancel but I could refuse delivery. Sure enough, less than a week later the chairs arrived on my porch. I wasn’t home when they were delivered so I couldn’t refuse delivery but I called them the next day and they came the next week, picked up the chairs, and even refunded me my shipping costs. This was all a few months ago so perhaps they’ve finally learned their lesson about customer service….