This has been the most frustrating, time consuming, unprofessional, disorganized experience of my life and I've been through a divorce!! I placed this order on 08/18/20 for my daughter's birthday present! We placed an order for a full sized bed and mattress, desk and hutch, and a night stand.It took until Christmas 2020 and lots of phone calls, before we received the bed frame, end table, desk and hutch in 3 separate deliveries! 4 months we had patiently waited! The mattress did not arrive! Its now February 2021 and my daughter has been sleeping in my office for 6 months while we patiently await the arrival of the mattress. Each month we got an email stating the mattress would ship the following month. Each month I talked to an employee (never a manger because they couldn't find one) who apologized but could not help me! I even asked for a refund because we no longer wanted the mattress. Get this, they could refund the money for the mattress, however, they would still have to charge me shipping. Even though, the mattress had not shipped, and it had been 4 months at that time, they were going to charge me for shipping! So, I said I would wait for the mattress. Then I received an email confirmation that it had been delivered at 7:39am on February 13, 2021. My mattress was not delivered!! I called 866-205-**** at 8am on the 13th to state the mattress was not delivered and questioned why I was receiving this Email if the mattress had not been delivered. I also did not receive the phone call to let me know the driver was on his way like I did for the previous deliveries. The employee stated that sometimes the driver sends out the email before they leave the Hickory hub. She tried calling the Hickory hub and said the dispatcher Hickory was trying to get in touch with the drivers. I should receive a phone call 30 minutes prior to the delivery. The drivers would be here between 9-11am. At 11:08am I had not received a phone call from the drivers and the mattress had not been delivered. Then I received an email asking me to rate how the overall experience with the delivery went. UMM, POOR! MISERABLE! IVE BEEN LIED TO AND THE MATTRESS IS NOT HERE! I called the 866-205-**** number again to find out what was going on. The Pottery Barn employee stated she was transferring me to the Hickory Hub. No one in Hickory picked up the phone! I was on hold for 10 minutes. I hung up and called the 866-205-**** number again. This time I asked for a manager. They said ok and transferred me. An employee named, Cammie, answered. I asked if she was a manager and she said no. I said, well I asked to speak to a manager. She said, she needed my order number before she could transfer me. I gave her the order number and then she proceeded to tell me there was not a manager available. I told her I would wait until one became available! I've been on hold for 60 minutes as of now and no manager! This is a horrible reflection of how to manage a business! It seems like their corporate department needs restructuring or retraining! I WILL NOT PURCHASE ANYTHING FROM THIS COMPANY AGAIN AND I WILL BE SURE TO SHARE MY EXPERIENCE WITH THE PUBLIC!! AND THEY STILL OWE ME A MATTRESS!!!!!!! UPDATE!! After an hour waiting on the phone I finally get to talk to Candice, a supervisor. Candice tells me the Hickory Hub is not open on the weekends and all of the shipments are coming from Georgia so she can't find out where the driver is. She states she has to investigate because it does state the mattress was delivered. I explained the email stated the driver' name is Pacho. Why can't she call Pacho? She and her boss are conveniently off for a 3 day weekend to celebrate Valentine's Day! So it would be at least Tuesday before I hear back!! Are you kidding me?! There's not one Manager on duty on the weekends? I've been inconvenienced for 6 months! My daughter had to sleep in my office for her birthday in September, Thanksgiving, Christmas, New Years, and now she has to sleep in my office for Valentines Day because the supervisors and managers don't want to be inconvenienced! My daughter stayed up until midnight decorating her room because she was so excited to sleep there tonight! I've waited at my house all day for a delivery that never showed! I hope there is some kind of legal action that can be taken against this company! This is not ok!! User's recommendation: BUYER BEWARE!!