Hello, I am emailing due to my order of the Icelynn rug #[protected]. Our original order number is [protected] (Sandy Foushee)and [protected] (Lyndsey Feterl, my daughter) We originally ordered on September 6th & were provided with an email confirmation with note on confirmation order "No cancellation, refund, exchange". On September 10, I received an email that my order was cancelled. I called next day, 9/11 and talked to Prince, a customer service rep. I told him I would need to talk to the supervisor since I believe that this might escalate. He asked me for Account numbers first, then mentioned that he could help me himself with my order. I told him the situation and he said that he would be able to re-order them for me with no problem. No supervisor would be needed. He re-ordered five rugs for me and two for my daughter Lyndsey. Credit cards were provided for both transactions and assured me I would be receiving my rugs. I was first told that my rug would arrive around October 16 to Katy, Texas and Lyndsey‘s rug would arrive around November 2nd to California. He mentioned there was some type of problem with first order, but no problem with this one. Lyndsey received her email confirmation and I did not. I called today and talked to Phyllis. She confirmed my email and sent one to my daughter and I. About an hour later, my daughter received an email noting "Per your request, your order is cancelled". She did NOT cancel hers and I have not cancelled mine. I called back and got Phyllis again on the phone. I told her Lyndsey's was cancelled and she mentioned mine was also. I mentioned that this was second time our rugs were cancelled. At this time, I asked for a Supervisor. After speaking with Prince and Phyllis, who were both very friendly and professional, I began speaking with the supervisor, Charlene. Her tone throughout our conversation was unfriendly and she eventually hung up on me. I'm not sure if you have recordings available, but I believe anyone from Pottery Barn would find her customer service appalling. She essentially told me they will not be delivered and Prince should not have taken the order. Considering this was the supervisor for your company, I was baffled to see this is how she handled my case. I was told the error was in pricing, however, it was Pottery Barn's mistake, not mine and therefore I would expect Pottery Barn to uphold their end of the deal. I was not allowed to cancel my order and I expect that you should not be able to as well. We had two confirmed orders, money was taken out of our accounts and then cancelled by Pottery Barn as "Per my request"?? I am very dissatisfied with how this has been handled and I would be happy to reach out to the Better Business Bureau if we cannot find a resolution. Thank you! Sandy and Lyndsey New order numbers that were assured delivery: #[protected] (5 For Sandy) #[protected] (2 For Lyndsey)