S S.

Purchased two leather chairs from PB in store. My printed receipt estimated delivery 9-23 Oct. The store verified availability before I swiped my card. On 24 Oct I began calling. Probably 8-10 times between then and now, Jan 2020. My numerous calls were due to each call revealing different or conflicting information. Different dates, different reasons for the delay, assumptions, speculation, promised calls back from numerous furniture reps after "more investigation into the matter." Never once received a call, call back, or email from PB as a result of this order.

At one point in late October, I was told the chairs shipped out but to expect a couple weeks to clear customs (coming from overseas). Was told I'd be notified upon arrival and I'd be billed when items were ready for home delivery. Received that bill early Dec but no notice that items were ready. Looked up online and found that both chairs arrived but not ready for delivery because they're "awaiting additional items" (but I only ordered 2 chairs). I called for several days in mid Dec to speak to furniture section and couldn't get through after sitting on hold for half hour or more. Finally early this morning, I called and miraculously they are ready for delivery. I'm thinking now this was all intentional due to Christmas season, willing to bet backordered merch probably gets pushed to the bottom of the delivery list until the more recent Christmas purchases are delivered. So they just leave it alone and purposely not send out notice of arrival until things calm down for them after Christmas. The chairs were probably sitting there since mid November waiting on me to come looking for them.

Was also told back in Oct they'd waive my shipping charge for my trouble... Shipping charge was applied anyway. Luckily I demanded that in an email as proof. They didn't want to send it but did after I insisted. I had to call about the shipping charges today. I was cut off during 1st call after 15 minutes on hold while the rep reviewed the notes on the account, then I was quickly transferred to furniture without listening to my question on the 2nd attempted call, and finally got resolution on 3rd call and a total 1h and 25 minutes. Four total calls to PB in one day! Estimated 6hrs spent on hold or on phone with PB since mid-Oct.

After seeing all the sites and blogs titled such as "Pottery Barn Sucks"... I really regret buying from them. I won't step foot in their stores again. Lost a customer here! They already charge too much for dressed up junk but I thought how could you go wrong on a leather chair? We'll see. Lol. Im sure the story isn't over since I don't have the chairs in home yet.