Pottery Barn

As much as I like their products, I will NEVER order anything from Pottery Barn again. I ordered a bed from the online website AFTER confirming that it was available within 1 month timeframe from the Burlingame store. The next series of events will shock you as I couldn’t make this stuff up!
1) A PARTIAL bed was delivered damaged– as in only the headboard and footboard, no side rails and no planks
2) After calling multiple times, nobody could tell us WHEN we would receive the remaining bed (meanwhile we had removed our old bed as they require a clear space for assembly)
3) Finally, we posted on Twitter to get corporate attention and all we got were the side rails but again, still NO planks
4) A full 3 weeks later, Pottery Barn tried to ship us planks and yet again they couldn’t get it right– they shipped us 1 plank for a KING size bed and then more planks for the WRONG bed
5) After one FULL month, we got the rest of the bed and settled with the damaged piece, received some credit but it was NOT worth the hassle, time, or back aches.

Focusing on the local delivery service. I suppose it is a milestone that I get to write my second one-​star review. But rest assured, this one was earned.
While waiting on a burger with my cousin once, I wondered out loud why it was taking so long. His response was, «You see Dennis, first, they need to kill the cow…» With regards to my coffee table, the response to The Wife would be, «First, they need to grow the tree.»
Well over a month ago, The Wife ordered a (very expensive) coffee table from the Pottery Barn website and it said it would take a couple of weeks to get to the local warehouse. No problem, these things take time. It apparently shipped to the area, and we had a delivery scheduled for a two hour window on a Saturday morning. We were planning to go to the beach after we got the table, but we had some flexibility.
Three hours past the two-​hour window, we call and ask if they are coming. We were told the driver turned around and went home, Okay, perhaps someone said take this job, I’m going home, but wouldn’t we have received a phone call? Guess not. We schedule another delivery, with the request that the two hour window is in the afternoon because we won’t be able to make it until 3:00.
Day of the new delivery, we are told our delivery window is 1:00 — 3:00. Whoa, what’s going on? We call and ask for the later window, and we’re told that’s not possible so they are cancelling the delivery.
We call again, asking for some flexibility here because we have already given up a lot of our time. They tell us that their operations in the Bay Area are in a transition mode and they are really sorry for the inconvenience.
Finally, some honesty. I understand when things go south. I ask for another delivery date, and she says that it’s not likely that I can get it delivered to my house, period. Then they send us an e-​mail giving a delivery date with a two hour window from 1:00 — 3:00. More time on the phone to confirm they screwed up again.
I get the $ 200 delivery charge removed, I think, and they send it to the Stanford Shopping center store well over a week later. I pick it up and move it in my house myself.
A store earns their one star with a lot of inattention to detail, lack of customer support, and just general FUBAR operations. Congrats Pottery Barn!

The worst service ever! Was there and I i I we wanted to buy a rug, waited for 30 min for someone to pay to, they kept us in the store for an hour more and told us different things like– we have it in stock, we need to get it, and after almost 2 hours of waiting with a baby ,
They told us” ooops, we don’t carry it!“
And even would not sell us the one on display !
Will not come back ever to this store!

Pottery barn customer service is complete crap. Shop here at your own risk. We went in looking for furniture. They took our money up front and NEVER PROVIDED THE FURNITURE. 6 weeks go by and WE have been calling checking up on our purchase. They never once called us. We are being told, everything is great, delivery next week, each week. Then 6 weeks later, we call to check up on the delivery, and are told THEY NEVER INTENDED TO FILL OUR ORDER. well, why would they take our money, you may ask yourself. Great question! And this is not a trivial amount of money. This is a large sum of cash that they held onto, earning interest in their accounts. The answer my friends, is because pottery barn is a bunch of lying, cheating, idiots who couldn’t find their head if it wasn’t attached to their bottoms. The customer service representative could not even find our order. Not kidding.
When we finally got them to give us a refund, they sent it by check, which we cashed. Then they refunded our credit card, so we were refunded twice. Then pottery barn put a stop payment on the already cashed check, causing us to incur bank fees. So not only did they waste our time, utterly fail to meet our expectations, unprofessionally fail to deliver a product that was promised, failed to communicate about their shortcomings, they couldn’t even figure out how to refund our money correctly causing us to lose access to our money for 6 weeks and get hit with bank fees.
The customer service representative’s response to all the above was «so what do you want me to do?» Upon being given an answer she said she had no authority to do anything. AWESOME POTTERY BARN!
Do not shop here. There are far better, far cheaper furniture stores all over the Bay Area. Go away pottery barn. No one likes to be cheated.