I absolutely love Pottery Barn. I love their design and how well everything lasts. I actually have several things from Pottery Barn in our home from furniture to drapes to decor. My Mom ordered my son the Emerson Sawhorse Desk and Hutch from PBteen.com on July 31, 2012. It stated when she ordered it that it would not be shipped until new the end of August 2012. Okay, that was fine. We set up a card table in his room for his computer since it would only be a month. September rolls around and still no desk. I speak with someone in customer service to find out it will be delayed because it is out of stock. Okay, why weren’t we notified? Could we receive any type of discount? Nothing.
After weeks of waiting we find out it will be delayed until November 2, 2012. Still no desk. On November 5, 2012 we receive an email that the hutch has finally shipped. Yes, the top part of the desk. Who needs a hutch with no desk? So frustrating! So, I speak to customer service again. Apparently the desk won’t ship until November 14, 2012! I’m to a point that I am not even sure I will receive it then. So, we’ll have the hutch but no desk four months later.
I can’t say that the customer service reps were awful because they were very nice. I do think this is a company issue. I have seen numerous complaints online of this happening to others. Either the customer receives the item months later, they have substituted it for a similar item without their knowledge, or they just never receive it. For me to ever want to order anything from Pottery Barn again, they are going to have to give us a major discount or something to make up for this mess. So ridiculous!
Have you received similar service from a company? You’re welcome to share your complaints here!