Not crazy at all. You spent a lot of money on what you thought would be a quality product, and you deserve a refund. Shame on them for being so unresponsive and unhelpful. Keep us posted on how it turns out.

OP here. I called back yesterday and they said the company that is picking it up would call me today. They didn't.

Called back today and was told the pick up company would call me in 2-3 days. Persona claimed a credit was issued (but doesn't know when my bank would actually see it and credit it).

Called the credit card company. They said I should consider disputing the charge. I emailed PB and told them they have until Friday to credit me and pick up the couch (the credit is my biggest concern) or I dispute and report to BBB.

I'm done with PB (and I realize I probably sound crazy).

You should post about your experience on their FB page.

OP here. I called back Saturday and the person told me the guy who told me he'd refund my money never got manager approval. I called back today to make sure it was being processed (because the person was supposed to call me back Saturday when she got store approval -- she said she had manager approval). Today, I got the person I talked to in December. He said no one (all 4 people I had talked to previously) had gotten manger approval to refund. He claims he got it while I was on the line. Supposedly, they will call me in a week to pick up and THEN, once they get the couch, they'll process the refund and I'll get it 5 days later.

It's absolutely ridiculous that I have had to make 5 calls so far (most of which have lasted at a least a half hour while I was on hold) and had to email my photos twice and I STILL don't have my money back.

My next step is the BBB. I'm thinking of not waiting another week only to be blown off again. It's so outrageous! Meanwhile, the couch is totally peeling. It is beyond unacceptable for $5500, which is what I paid (it was on sale 20% off from 7000).

I have had nothing but trouble with PB quality and customer service. Never ever again.

grain, not gran.

PP, which couch did you get? Did it eventually peel? I'm the OP. Mine is the Turner sectional in cracked walnut and the "paint" they use to create the color and gran is peeling away from the leather.

I had a PB couch delivered with a tiny nick in the leather. I noted t in the sheet at delivery time. I decided it was too minor and wasn't even going to follow up (esp since my cat would nick it up even more). But they called and sent it a new couch right away.

OP here. No credit yet. They said 3-5 days on Monday, so it should be by tomorrow or Monday at the latest. I have a feeling I will be disappointed.

Huh, because the nice people at WS replaced my coffee maker without even a receipt.

Yes, WS and Pottery Barn are owned by the same company.

Is Pottery Barn part of Williams Sonoma?
I had just a horrible experience with WS that sounds similar, except WS refused to credit me. THey told me their new rule is a gift card of $10 max plus shipping credited. I will never do business with them again.

Tel me about it. I hate Pottery barn, they don't care if what they delivered is falling apart.

OP here. Just wanted to update. They never contacted me again about replacing the couch. I emailed, no response. I called and got a different person who said they were waiting on my pictures (not true and I had emails to prove it). She asked me to send even more pictures, which I did. Never heard back. Emailed. Never heard back.

I called them today and asked for a refund. The couch is even worse now and I suspect the color will keep peeling off. The person said they'd refund my money and pick up the couch.

Should be over by the weekend! I'll post back and let you know.

I FINALLY got the light fixture I ordered in October. Dh says it's going to be a bear to install (and he's handy) so it may end up going back after all that.

Anyway, never again for me with Pottery Barn!!!

Horrible quality and customer service. I'm annoyed at my recent furniture and the quality vs price. Delivery was also a hassle and took two months longer than they said. They also kept on changing the delivery day and time and then canceling.