Our last order with Pottery Barn has been nothing but a disappointment and headache. We purchased two bathroom vanities online. On July 11 we had it scheduled for delivery. The day of the delivery the representative called explained that one of the bowls was missing and they were going to deliver the other parts. When the representative told me they said that they had to open a claim to try to locate the bowl. I didn't agree with it. It wasn't our fault that they lost it. Why did I need to wait for a claim for them to put another order for my bowl? After hours on the the phone with Pottery Barn customer service, I had someone willing to help and place another order immediately for the missing bowl. My house was under renovation so I had a contractor that would be responsible for the installation. Pottery Barn delivered all other parts and my contractor installed them. They had to customize and remove parts of the back of the vanities to allow to connect with the pipe in the back. Unfortunately, they couldn't finish the installation because of the bowl missing in the other vanity. Today, we had the 2nd bowl scheduled for delivery, and again the distribution center called 30 minutes before delivery saying that they wouldn't deliver the bowl because it was damaged. The distribution center representatives are extremely rude and not helpful. At this point we were upset because we already had a schedule with the person that was going to finish the installation. They talked to my husband and said the only thing they could do for us was expedite the order. When I received the email for the 3rd bowl order, it didn't seems like an expedited order as the delivery window for the order was from August 12 - 30 (a month roughly from order time). I called Pottery Barn customer service again and they told me that some items can be expedited but not a sink bowl. Now I can be without a sink in my bathroom for over a month. At this point, I just wanted to return everything. All the headaches, missing days from work, hours on the phone trying to find someone that can help, extra expenses because I have to hire someone again to do the install because Pottery Barn failed to deliver when the contractor was at my house. It isn't worth it because I could have gone to Amazon and purchased a vanity with the same quality and have no headaches with delivery. I had been a long time customer for Pottery Barn but after reading all the complaints and dealing with these headaches I'm wondering if this company is not the same anymore. I will update this post after the third attempt of delivery window has past. Wish me good luck.

We are incredibly unhappy with Pottery Barn in regards to our order of the Benchwright 86' Extendable Table and the 8 Benchwright chairs we ordered on 3/4/2023. Upon placing our order we were informed that the chairs were "available and ready to ship" and that they would arrive by the end of March 2023. Our table was estimated to arrive in June, we weren't thrilled about this but willing to wait because we loved the table.

We began receiving notifications at the end of March that our chairs were delayed and would be arrived in the first few weeks of April. Then another notification that we would receive the chairs at the end of April. I called Pottery Barn customer service and was assured that all 8 chairs would be delivered by the end of April. Then I began receiving notifications that the delivery date would be in May, then the 3rd week of May, then the very end of May. I called customer service again and again and was reassured that our chairs would be in by the end of May. I then received yet another notification that the chairs would be delivered in June. I called again to customer service, expressed my dissatisfaction, and was assured that the chairs were at the delivery hub. I scheduled delivery for 6/7/2023. On 6/6 I received an email stating that only 6 of my 8 chairs would be delivered. I called customer service again and was first told that 2 of the chairs appeared to have not been scanned into the system and were "missing". After being on hold for nearly an hour, my chairs were reportedly found and ready to deliver. Later that evening I was called by Pottery Barn to inquire as to whether I had already received 2 of my 8 chairs. I reported that I'd received zero chairs and that all 8 were scheduled to be delivered the following day. That customer service rep stated that he just wanted to confirm and that I would receive all 8 as scheduled.

On 6/7 the delivery company arrived with 6 of my 8 chairs, one of which had a broken leg that was split half way up the chair's leg. This was reported and I then was informed that a replacement order for that 1 chair would be placed. I was also told that the other 2 chairs did not make it onto the truck in time. I was assured that the missing 2 chairs would be delivered on 6/10 and that they would try to get the replacement chair in that shipment as well.

On 6/9 at 6:45pm Pottery Barn contacted me to inform me that my delivery of the remaining chairs on 6/10 was canceled. I again expressed my dissatisfaction and was informed that Pottery Barn wanted to wait until all 3 chairs (the 2 missing plus the 1 replacement for the broken chair delivered on 6/7) woukd be ready to deliver.

I called to inquire about the status of my chairs on 6/12,6/13, and 6/14. I was not provided with information, just repeated assurances that the chairs would be delivered "soon".

I called customer service again on 6/15 and was informed that my chairs were available and that we could schedule delivery for 6/23. On 6/22 I received a call from customer service stating that my delivery for 6/23 would be canceled due to the chairs having not yet arrived at the hub. I again expressed my ongoing dissatisfaction throughout this entire process and frustration with each rep givinn me different information and numerous reassurances that my chairs would be delivered. I inquired about some sort of compensation, especially since we're already paying for our entire dining room set order of over $6,000. I was informed that we could discuss compensation upon delivery of my remaining 3 chairs. My husband and I are so incredibly disappointed in Pottery Barn and the misleading customer service.

A 6 week wait for a counter height table ended up taking 9 months to deliver and I still do not have it. After missing the 6 week mark it was delayed another 2 months via an email from Pottery Barn. Four months after the order date the table started to ship from their warehouse to my local area and it took no less than a month for that process. The in-home delivery team lost the table top and claimed they had the legs so no delivery occurred after the legs sat at the delivery center for a month. Pottery Barn re-ordered the table and over three months later I got another email that it was shipping again. This time only 2 weeks passed before it was ready to schedule a delivery. Called immediately after getting the last email and scheduled a delivery date which was 3 weeks out. Today the table was supposed to be delivered and I received 2 emails with the date and time showing March 1st. I called today, March 1st, to check on the delivery status and not to my surprise they changed the delivery date to tomorrow, (without notifying me) the exact time I have a doctor appointment scheduled. I'm not even changing my doctor appointment or delivery date because I believe it's all a lie and it won't be delivered.
NOW FOR CUSTOMER SERVICE. Customer service as we all know it does not exist at Pottery Barn. Yes, they answer the phone and yes they are full of apologies but the actual truth is that Pottery Barn customer service has no authority to do anything about any situation in my experience. I'm not kidding when I say that I had to call Pottery Barn over this issue a minimum of 30 times. Not even joking. I have literally spent one and a half full days of my life trying to get something done about the poor service they are providing. In no way was I rude to them yet multiple people were frustrating, rude, and just gave me an attitude as if I was ruining their day. No joke. I was treated as if I were a burden but definitely not like a customer that had been lied to 30 times, many times by separate employees. This morning I spoke to a supervisor, Holly. What a peach. She actually told me for the 4th time I'm telling you I can't do anything for you. This occurred while I was asking for them to email me my new appointment date and to give me some sort of proof it was actually scheduled for tomorrow. She absolutely refused to send me that information. This isn't uncommon for them. If you want to speak with an upper level manager FORGET ABOUT IT. I spoke with two supervisors that promised to have upper management ie their supervisor, to call me. They said they would and they never did. Yes I have voicemail and never once did I receive a call from them or miss a call where they left any sort of message. Juanita W. J.
Pottery Barn Senior Lead, (mercifully removing her last name) was one of the supervisors that had absolutely no authority to do anything promised me her supervisor would call me. I have her name only because she was the ONLY person that gave me an email contact. Well guess what, her supervisor NEVER called. I emailed her again and she again said they would contact me. NOPE. I offered to have them ship via FedEx, UPS etc and offered to pay more or have them keep the difference from the 400.00 home delivery fee. I offered to pick it up myself from the delivery center. NOPE. Pottery Barn just DOESN't CARE. As a veteran I feel like they treated me like trash over the last 9 months. Here's my warning. The reviews on this site are REAL. AVOID POTTERY BARN AT ALL COSTS. I will NEVER buy a single thing from them again. Horrible customer service because Pottery Barn actually doesn't have any.
UPDATE: as I was writing this they called and asked to deliver to us tonight. SUREEEE. They came by (well after dark) and dropped it off BUT they didn't bring the legs, just the marble insert. Not even the whole dang table. Ugh. It will sit in our garage for another 9 months I'm sure. This is a JOKE.

October 25,2022 I purchased a Buffet table/cabinet for $1899 plus white glove delivery and tax for a total of $2357.04. Pottery barn does not charge you for the product until it has shipped. On November 15,2022 I was charged the full amount of $2357.04. At the time of purchase the estimated delivery was November 25 to December 3. On November 25 I received notification that the product had arrived at the facility in Georgia. The estimated delivery time was changed to December 3 to December 8. On December 14 I had still not received any additional notification so I contacted Pottery Barn for an update. At that time the estimated delivery had been pushed back again to December 18 to December 23. Upon calling, I was informed by the representative that my furniture was in transit from Georgia to my local facility but it was still on target for delivery according to the current estimated delivery date. On December 21 I received notification that my furniture had arrived to the local facility and was ready to be scheduled for delivery. I immediately followed the link provided and scheduled the delivery for the first available date/time which was January 11,2023. I received multiple notifications via email and text message confirming my delivery for January 11,2023 between 7 AM and 9 AM. On January 11 at 10:15 AM when I had still not received my delivery Nor had I heard from anyone about any delays, I called Pottery Barn. I was told initially that they were problems and they needed to reschedule to the next day. I had taken time off from work to be available for the delivery on January 11 and I explained that January 12 would not work for me. After much frustration, the representative placed me on hold to try to determine if they could deliver later in the day and to try to determine why I had not rehearsed anything regarding the delivery not being on time. The representative apologized and explained that it appears they cannot find my furniture. Given that Pottery Barn has benefited from payment for the product since November 15,2022 and I made this purchase with the representation by pottery barn that I would have the furniture by Christmas, I was obviously extremely upset by this news. I asked for them to escalate the situation and get back to me immediately. On January 12 at 6 PM when I had not heard anything from Pottery Barn I called again to inquire on the status. The representatives did not seem to care or find any urgency in the situation. The response I received was basically we cannot find the product at the facility so "what do you want us to do?" At the time of purchasing this product I made the purchase based on the delivery date. Pottery barn has benefited from the proceeds of the sale for months and has yet to show any concern or remorse for not delivering the product to their customer as promised. I cannot get anyone to call me back, nor can I get anyone to show any sense of urgency to investigate the situation and provide a resolution. I have lost wages from taking time off from work to be available for the delivery. I have spent countless hours on the phone trying to get answers as to why I have not received the product that I paid for on November 15 and was provided a delivery date nearly 2 months ago. I have purchased countless products including custom furniture and decor and have never experienced such fraudulent and deceptive practices from any company. While I absolutely love Pottery Barn's product, I am mind blown by the deceptive practices I have experienced with this purchase. I have still not received any answers and this is completely unacceptable. It appears I will need to bring legal action which is extremely unfortunate. Pottery barn, make this right and start implementing stricter regulations with your employees and providers. Your customer service is mediocre at best and your dedicated customers are completely losing faith in your services.

I purchased sheets online and they are NOT soft atll but I have to pay return fees! STAY AWAY!

On hold being transferred around multiple times for over an hour- Heather Mayhall from pottery barn kids claims department was rude and kept speaking over me, the escalations dept that I requested to speak to refused to speak to me and instead asked the initial rep to circle me back to collections. They didn't take the time to understand the question or help investigate why the two orders I placed more than a month ago that were both supposed to have been shipped by now never provided any follow up to me about my orders. The initial rep couldn't even figure it out herself- she said one gift seemed to be not in stock and other was on hold or stuck in a queue somewhere but couldnt figure out why. Why isn't anyone trained to appropriately investigate and respond to customers questions to make the process efficient for the customer? They are trained to say sorry and I can process refund- nothing else done to remedy the situation, offer other suggestions, and do not realize that 1) your time was wasted in both processing the order ans waiting on hold and being transferred multiple times why they figure out what's going on because no one seemed to know 2) the inconvenience it causes when two of the gifts you ordered way ahead of time so there wouldn't be any delays - these gifts didn't arrive AND you were NOT notified of any of these along the way- each time the tracking check stated in progress from my end. When I asked Heather Mayhall from Collections why I wasn't followed up with she said it could take several weeks depending on how busy we are… I am mindblown. How can a company like this with such poor customer service get away with treating their customers as the lowest priority and providing s response such as this. I said so it could be two years of me waiting for follow up if you are busy? She agreed. They care to get in orders charge credit cards and care zero but inconveniencing customers when they drop the ball. I've never had such a negative customer service interaction with a store like this. Overpriced, overrated, not the service I once remember a very long time ago. Maybe the ceo can look into a new customer service department, new collections associates, and better training for all of their operators so they all know what's going on at the time of the call instead of making you wait one hour plus why they try to piece together the puzzle that no one still has done. ZERO STARS from me! DO NOT SUPPORT THIS BUSINESS.

I ordered a bed on line from Pattery Barn and fully expected a wait, given the current supply chain issues. I did get a sooner than expected message that the merchandise was ready for delivery. I scheduled it and received a confirmation for delivery date & time. The morning of the scheduled delivery, I received another cofirmation of delivery window & ability to track the delivery truck. About half way into the delivery window, I noticed that the truck map said the delivery had been cancelled. Only after I called, did I receive a notice that the delivery had been cancelled due to fact the merchandise wasn't at warehouse hub. A few days later I recieved a notice that I coud reschedule & did so, asking the scheduler to be sure everything was really in place. Again, I received a confirmation of delivery date & delivery time 2 days before the delivery & on the morning of the delivery day. Once again, the truck map showed the delivery had been cancelled. When I called they said side rails & slats of the bed had not been loaded on the truck & they would institute a warehouse search for them. This could take up to 72 hours & then I could reschedule the delivery. And again, I discovered this only because I looked at the truck delivery map & initiated a call to the delivery system.
I was on the phone for well over an hour, transferred and dropped from the call queque at least once. I finally reached a supervisor who was like a robot. He repeated that neither the search for missing parts or the delivery, when & if they were found, could be expedited. If they find the parts, I have to be scheduled at their next available date for my neighborhood; any other company would delivery as soon as the parts were found ( they are in this city). There was absolutley no recognition that they had failed twice to notify me of a cancelled delivery and that I had to work around their schedule AGAIN. I recently made a purchase from a different national furniture company who went out of their way to juggle delivery days to work better for me.
I have been a long time customer of Pottery Barn & their sister company Williams Sonoma. Never again. Not because of the wait for the merchandise but because of their totally broken delivery system & lack of concern for the customer. It was all about their "process."

I ordered the Malcom 66" media console in August 3rd 2022, at the time of ordering the price was $1,690.00 +$259 for white glove delivery that I did not have the option to opt out of, the item had to be delivered with white glove delivery for extra money where the people go inside your home and build the item in your house. The order said I had a delivery window of September 1-8. I received an Email end of August saying I could schedule my appointment for the white glove delivery, but the email would not allow me to make the appointment, the button you click to "schedule appointment" did not do anything. So I called PB to schedule the appointment and they transferred me to Furniture Scheduling. They made me a Delivery appointment of September 5th and said that I would receive a confirmation E-mail and Call from the delivery team 1 or 2 days before the 5th. I never received any contact from them confirming the delivery was still confirmed, so I called the furniture scheduling department again to verify that my deliver was still set for the 5th. I could see on the PB website when tracking my order that it said delivery was still scheduled for the 5th between 9am-11am, but wanted human confirmation. The person I spoke with at the scheduling department said that there was a "very very rare error that never happens" and my item was not actually at the fulfillment center and could not be delivered. She then continued to tell me there was an error with the order and that she would need to cancel it and re-order the item. I was frustrated by this but thought "whatever". The new order was placed on the 5th but did not process until the 19th. So, on September 19th I received an Email once again saying my delivery could be scheduled and it gave me a window for the first 2 weeks of October. For the second time My credit card was charged, this time on September 23rd. This time the website was working and let me schedule the delivery for Monday October 3rd between 9am-11am. Wouldn't you know it, THE EXACT SAME THING HAPPENED AGAIN despite it being a completely new order with a completely new order # and everything because they messed everything up with my first order. No one called me to confirm the delivery the day prior, so I reached out again but this time the phones were backed up, I didnt have all day to wait on hold. So I decided to see if the item would actually be delivered, because the website still had October 3rd as my confirmed delivery day with the time. So I took Monday morning off work to be home for the delivery, AND NO ONE EVER SHOWED UP. I waited until 4pm just in case the delivery was running late, and then I called scheduling AGAIN. They said that there was some glitch and that the Item was never at fulfillment and I never should have been able to book the delivery date... THE SAME ISSUE AS THE FIRST TIME. So this time I said I wasn't going to make the same mistake and let them tell me to cancel and re-order the item (pretty sure they were advising me to do this because then in their system it makes it look like it was all my doing, and not caused by their errors). This time I demanded for them to keep the order active and to contact me when they knew for a fact my item was at the fulfillment center and my order could actually be confirmed for real delivery. So, I had a third delivery date set, this time with the scheduling department verbally confirming to me that "the item was at the center and ready to go on the truck for the white glove delivery, and the the new date would be Friday October 14th. They said just like the other 2 times that I would receive a phone call from the delivery team. That call for the third time never happened. So here I am, today on October 14th, the date of my 3rd re-schedule, and MY ITEM NEVER GOT DELIVERED. I called scheduling frustrated asking where my item is and why this keeps happening and I had 3 employees transfer me to departments that dropped the call, 2 employees transfer me to "The Hub" but the number is disconnected, and 1 other employee give me the number for "the hub" only for me to call that number to discover it is just a different number to the scheduling department I had been dealing with the whole time. I asked to speak to supervisors or managers and was told there arent any. So I contacted Pottery Barn thru a different customer service #, and they told me that someone at the Distribution Center absolutely keeps messing up, and that they had made a note on the most recent time that my order was "shorted" and never actually arrived (which means the people who told me the item was confirmed there lied to me), and that in order to re-set my delivery date the DC (distribution center) placed the order as "needing replacement" so that the order would re-start the clock AGAIN. This means that the Order was restarted for a 4th time! And no one even thought or bothered to call me to tell me! They were going to let me wait around all day again for a delivery of a piece of furniture that they never even had at the center! I only found out because I called them demanding answers! Now they are saying my item will get delivered at the end of November! No doubt they are going to keep doing this to me, I have 0 trust in anything they say and absolutely expect this to happen again and again. My credit care was already charged the full price + white glove delivery on September 23rd despite having no delivery or any kind and nothing but lies and mishandling. I asked for them to cancel my order and they say they cant cancel the order and refund my money because the order is in a part of the process where they cant do that!?! This is the WORST company I have ever dealt with for anything ever! I only ordered 1 item, and they cannot even handle that. They lie, misdirect, hang up on you claiming they are transferring you and give you incorrect numbers to call for problem solving. Worst yet is that the item I ordered and have had to keep re-scheduling based on the companies lies, is now $500 cheaper online than when I ordered it! Since they won't refund me my money or cancel the order, I asked for a credit for the price difference at least and they said they dont do that! This company should be investigated and shut down if this is how badly they do things. Meanwhile, I can get anything off Amazon for Same day or Next day delivery without issue and Wayfair and Target and other companies can get you most things in a few days. Functioning at that level isnt hard, almost everyone else does it just fine, but Pottery Barn and their awful departments and fulfillment centers will charge you thousands and keep you waiting around for months missing work expecting deliveries that will never ever come, and keep lying and kicking the can down the street on solving the issue. They won't admit to there being any back order issues or anything, they will just let their customer deal with their failure in operation. TERRIBLE company, I will never ever use them again and will share my experience with everyone I know so they won't either. 4 chances to get it right, and they made the same mistake (and lied about it/wouldnt contact me to let me know there were issues) 4 different times. Im fairly convinced this will happen again in November and I am never going to get this item, despite the website still selling it and saying it is in stock, and despite the company confirming the item is there in person and ready to be scheduled for delivery. Awful, Awful, Awful, if you are reading this and the other reviews on here you've been warned!

Be careful ordering any of this stuff; you may not actually get it and Pottery Barn may just lock up your money. Let me share the current experience I'm going through with a Pottery Barn operated store:

A month ago I ordered a Sleep and Study loft bed for my son. We wound up going with a color he wasn't crazy about, but that would arrive shortly after school started. The bed (and mattress that we ordered with it) was supposed to arrive no later than two days from today, and I hadn't gotten a call or email to schedule delivery so I decided to check the order tracking page (I figured there must be some instructions there I missed). I was shocked to find the latest delivery date was suddenly pushed out over a month.

Figuring this was a mistake (because who makes a delivery estimate error of over a month in the first place, and then doesn't inform the customer once they make the update), I called customer support. There I was told that the dates were correct, but I must keep in mind that even those were estimates.

Great. So it turns out I don't have any idea when my items that I paid over $3k for are going to get here. No worries, just cancel the order and buy from somewhere else that can manage deliveries, right?

Yeah, that's what I thought.

After trying to cancel the order, I am told that they can absolutely do that, but the way it will happen is they will put in a notice to stop delivery once it's ready. Once that happens, I'll get my refund. But when will that happen? September 5th, the original "latest delivery date?" October 7th, the new latest deliver date but which is apparently just an estimate? Some future date when humans no longer sleep in beds? I have no clue. I also don't have a spare $3k laying around to buy another bed. Pottery Barn now has my money locked up for some indeterminate amount of time, even though they were perfectly willing to give me a delivery date that seemed to have been pulled out of thin air given how off it was.

But here's the really messed up part of the whole experience. You know how I can't get my refund until the item is about ready to be delivered? Why would I want my money back at that point? If I am having to wait until the product is almost at my door, plus the time it takes to process the refund, plus the time it takes for another company to send me a product, I might as well just wait for the original product... whenever that might be. Pottery Barn has my money locked up in a way where it makes absolutely no sense for me to get it back, and I just have to hope they decide to send me something.

So here I am, no purchased items and no idea when I might expect a refund. My son is upset that the loft bed he was excited to get so his room could feel bigger this school year isn't going to get here the first week of school like it was supposed to.

Now I'm not saying this will happen to you if you order this stuff, but at this point spending money at Pottery Barn feels more like gambling than shopping.

I placed My order in aprill 2022 The delivery date was set for May 25-30 On May 2 the delivery changed due to the Bed being back ordered. I called customer service concerned that the delivery would not make its original delivery window and we are relocating. The agent told me they had no date for the backorder delivery and I should change the address now so we can receive in our new home. I changed the address and was assured by the delivery Hub my furniture would be held at LAX until the bed arrived. And so the nightmare begins... The Delivery Hub in LAX received the Bed June 6. Unfortunately the rest of the furniture wasnt held at LAX as promised, it was shipped to SFO due to the original agent NOT changing the address as promised! 4 of the 6 pieces were now ready for delivery to my old address. I called to get this straightened out... The agent told me the change of address mucked up the order and the original agent did not do it correctly... TMI? The agent assured me He would take personal responsibility and get my order shipped back down to City of Industry as soon as possible, he assured me he was emailing the hub as we were speaking... two weeks later... I called to find out if the furniture was ready to deliver. The agent at the delivery hub assured me all the furniture was in the city of industry and booked an appointment. One week later (end of June) txt message received Delivery is on its way... two ours later... Delivery is still on its way... Window passes. I check the tracking... DELIVERY CANCELLED! No call No email No txt. Time off work to receive, Fruitless! Called the hub... Delivery left on dock due to bed frame was not with the canopy so delivery could not be performed! HUH? The agent assures me all the furniture and mattress are ready and together so we rebook the delivery... one week later... Time off work again. The delivery arrives with just the bed! I call again. Agent tells me the other furniture has not arrived from SFO. Assures me it is on its way and I will be called as soon as it arrives. Agent assures me ETA Two days... no call back. Two days later I call back... Agent assures me all the furniture and mattress are on location... We book another appt. One week later... Time off work... Delivery shows up with TWO of the 5 pieces! Boxes are labeled with 1 of 5 and 2of 5. I ask the driver where the other 3 pieces are, he informs me he was told to take the 2 when he inquired at the dock where the other 3 pieces were! I called again... The agent tells me as they are reading my numerous issues with this order, " Oh wow, that change of address really messed this order up. It was done wrong from the beginning but I'm going to take the lead on this and email the Hub to get this furniture to you. I will give you a call back this afternoon with a resolution!" No call back so I called again. Another agent tells me as she is reading. "Your furniture is in SFO not City of industry." I am fuming at this point. I am finding it hard to believe anyone so I ask for a supervisor, Canned response is I can have her call you back. I demand a supervisor 3 more times knowing call backs have NEVER happened! Agent puts me on hold and transfers me to a "supervisor" who without taking a breath tells me all of my furniture is in the hub and we are ready to deliver! We will be in Foster City next week, Thursday... Exasperated I interrupt her... My furniture should be in the City of industry NOT SFO If you read the numerous notes on my order your would understand My over $8000 order should have an address change due to the bed, Which I now have, was put on backorder. Talking over me the "supervisor" assures me she knows what she is talking about and the Furniture is in Transit back to City of Industry... She assures me SHE WILL CALL ME BACK... no call back... two days later... I call back... Another Agent Tells me 2 of the 3 missing pieces are in the City of Industry but the mattress is no where to be found. I request the 2 pieces be delivered asap and for her to please find the mattress! She schedules the 2 pieces for one week later (July 21) I take another day off work with her assurance she will call me back if there are any issues. No call back... day off work... Txt comes through with "YOUR DELIVERY IS ON ITS WAY" I track the delivery. No one calls. At the end of the window. I check it again... DELIVERY CANCELLED! OMG! I call again... Agent tells me the furniture was not on location and could not be pulled! HUH? Agent assures me she will email the hub. I assure her "thats been done before" She assures me she will call me back. I assure her "Ive been told that numerous times" I told her I want my furniture I have been paying for for over a month. She repeats her canned response... I will email and I will call you back... I am beyond frustrated. I repeat my request for her to tell me where my furniture is at this moment. She hesitates and tells me it is in the City of industry waiting for the Mattress. I ask her where the mattress is. She responds with "it doesn't appear on my screen so I don't know" HUH? I ask her to deliver what she has asap... I am paying for furniture you appear to be holding hostage waiting for a mattress that you cant find! This is unacceptable! I want my furniture. She responds back with " I will email and call you back. UGGGG! 1hour later... I call back... Cancelled the mattress and requested the 2 pieces be delivered! Again. Agent: I will email the hub. Call you back... Me: I want the mattress cancelled now. Agent: please hold... Agent: I see here you have an apt for delivery scheduled for tomorrow July 23 Me: HUH? Agent: The 2 pieces of furniture are here and scheduled to be delivered tomorrow. Me: I don't know anything about that Agent: I can get those 2 items to you and email about the mattress. Me: for the 3rd time... I want the mattress cancelled! Agent: Give me a minute... She recites to me the cancellation and the refund amount. I then ask her to set an appt for the last 2 pieces of furniture. She tells me "I will have to make sure they can be scheduled, I will email the hub to confirm and call you back end of day" Exasperated I ask her about the appt she told me was scheduled for tomorrow July 23? She repeats her canned response... At this point. What's the use! I am and have been paying for very expensive furniture Pottery Barn/Williams Sonoma Are NOT delivering to me. This is an incredibly broken system, putting all the owness on the customer and never following through or following up! For all of it's "customer centric" claims Williams Sonoma/Pottery Barn should look into the meaning of their claims and the behind the scenes mayhem.