We placed a custom furniture order for a glider/ottoman pair for our baby’s nursery on 11/7, and at the time we were told the items would ship between 12/21 and 1/4. We were calculated in our fabric selection, picking an option that was guaranteed to ship (or so we were told) well in advance of our son’s due date. In fact, we changed our selection to secure that delivery window as our first choice of fabric would not be available until the spring. Our original 2-week shipping window has now elapsed and despite 5+ phone calls to the Pottery Barn Kids Customer Service Desk, multiple emails, and a call directly to the Williams Sonoma Upholstery department (the PBK Furniture Department provided me their number directly, making this my responsibility to run down), we’ve received no updated information. We’ve been told each and every time that it requires 3 to 5 business days to receive updates from the 3rd party manufacturer, which I’ve come to learn is operated by sister company Williams Sonoma. That 3 to 5 day time frame has now come and passed multiple times with no additional input from any party. No one I have spoken with can tell me where my order is in the production process (I’m not certain the manufacturer has even acknowledged it!), much less when it will be delivered to my home. Keep in mind we’ve already been charged in full! I’ve asked repeatedly to speak with a manager, and to-date that request has gone unfulfilled. I’ve asked repeatedly for additional contacts or avenues by which to retain additional information, only to be told no additional options or contacts exist. We had a terrific in-store experience in shopping for and placing this order, but unfortunately Pottery Barn Kids has failed us in every aspect of this process since then. When the delivery window came and went, we had to initiate the follow ups – we were never notified of any issues or bottlenecks resulting in delays. We’ve been charged in full for a custom product that still cannot be located. We’ve attempted to initiate the cancellation process in order to take our business elsewhere, only to be ignored or to be told that is not an option since this constitutes custom work. I certainly understand the premise, though we paid and entered into this agreement under the guise we’d be receiving our finished product no later than January 4th. We did not make this purchase to have it fulfilled at PBK’s leisure and convenience.