16 Nov, 2019 → by ClaimboUser873829
Be very careful with orders placed for custom built furniture

2

Below in quotes is what I wrote to customer service - I sent it to both WS and PB. It outlines well the issue. Which is still not complete. As far as what is being referenced - on Sept 1, we went into one of the local stores and ordered a custom sectional and a chair both with leather to take advantage of a good sale they were having. Both had a promised delivery window of Nov 7 to 21. "The below email is what we received after placing an in-store order with an estimated delivery date in Nov. - same as we were told in the store. As of this morning, clicking on the link showed delivery for everything as March 11th through the 25th. First of all, I don't even understand how it's possible to order something in September and not be able to get it until March of the following year. Second, we were charged for the chair and the full flat rate shipping for both items. Further, we've called a few times as dates have changed since we placed the order. Initially, the first change was a delay in the chair holding up the order until Dec, then the order changed to the chair being ready, but the couch not available until the middle of Nov. Roughly back to where we were supposed to be. Our questions about changes were escalated to the vendor to get back to us, but at no point have we ever received any email updates - from them or from Pottery Barn. Worst of all, we didn't get an update when the date was changed to March. I just got off the phone with a very helpful person who placed me on hold to talk with the vendor and see if there were colors available for quicker shipping. Ironically, at least one of those colors were ones we considered, but we didn't choose because the lead time was longer than the one we ultimately chose. She also escalated the shipping of the chair, which we're now supposed to get next week. Why do I as a customer have to manage an order like this? How can it be that in 2019, detailed updates for an order are basically non-existent given the technology available to track changes? If the answer to that question is that you're relying on a third party - my answer to that is "that's not my problem". How are we going to get this sorted with the sectional? I'm willing to have a sectional delivered later this month or even Dec. I am not willing to wait until March for a couch to be delivered. We need to know what colors are available to finish our order and when we can expect delivery." As of right now, we did get the chair - which is nice. But again, someone in CS had to "release" the order and have it shipped. I've also now pre-paid for shipping on the entire order. The sectional still shows as being delivered in March if I check the link in the original email, though I have been in contact with a manager from Customer Service. We've been going back and forth via email for the last couple weeks after she called me directly. I am trying to stay as reasonable as possible with them because I realize it's the underlying problem with them dealing with vendors and clearly a poor order tracking system. In the last week, she's been trying to get an update from the vendor, and as of today, she's told me two different things - One, that they have the leather coming in and will have the couch out to me by the end of next week. Two, they now HAVE the leather and it's going to be out within the next 2 weeks. So for sake of argument, let's say that they get the sectional finished by the end of next week and shipped. Not too far off from the original promised date. Things happen. But remember - all they did without sending me any kind of email notification, was push the date of our entire order out to March. I knew this because I clicked on the "tracking" link in the original email that we got after the order. Which, by the way is how I found out about the push of the order into Dec as well. No communication at all. I had to send emails and make calls just to get some kind of movement on it. I am absolutely confident that had I done nothing, they would still have my money for the chair, the chair would be sitting in a warehouse and the whole order would be delayed possibly till March. As of this writing, I don't have complete confirmation on anything, it's all just emails back and forth. I do appreciate the couple of people I have dealt with directly trying to make this right - but clearly they have some issues in the back end that are causing serious problems. They have a good product, but I can't see myself committing to spending thousands of dollars there again only to be placed into limbo. First world problem, I guess. But still. Get it together.
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