Federica M.

I originally ordered a Buchanan sofa from PB in November 2018. After 6 weeks, sofa was delivered in December but it was wrong model. They advised to keep it, until the correct one was delivered, another 6 weeks later. No real apology, like this is something they do all the time.

During the time, I decided to keep the incorrect sofa as well. I called and after waiting for ever, they told me I was a loud to buy a second sofa, being that I had bought it with a discount originally. I thought to myself, they are really going to try to sell this coach to someone after my family has used it for weeks?

In February, I was told the correct sofa was finished and would be delivered. To my surprise, they delivered the WRONG SOFA AGAIN! Delivery staff called from my house to let them know, they said someone would be in touch that same day to fix the gross mistake.

No one got back to me, and to this day I just keep getting emails when I reach out saying they are handling the situation with the manufacturer.

It has been 5 months since the order was originally placed and 2 sofas later, we cannot get what we originally ordered. There has been multiple mistakes along the way with various employees and no one is making themselves responsable. From the first error, getting in touch with someone to help us is merely impossible. The phone wait times are unspeakable. It took over 30 minutes to speak to someone in furniture and after a 45 minute call, we still had no solution. This has happened multiple times.

They keep saying a supervisor is handling the situation and that someone would call back. I never received the call. I've had to speak to agents that were rude, agents that seemed to not know what they are doing. It was been torturous.

This is not the first time that we've had an issue with a PB order, but it sure will be the last. We are changing to a furniture company that appreciates their costumers and are not too busy to make things right after they make a mistake.

At this point we have yet to receive a sincere apology or a simple gesture to make things better. A real shame!