We ordered a couch online for my office last winter. Waited several months for delivery. When delivery team arrived onsite in mid April the smell of marijuana smoke was so intense we had to air the house out afterwards. We are not unfamiliar with marijuana smoke. This was really really bad.
In addition the couch had several scuff marks, a large scratch, and some grease stains. My wife showed it to the delivery team and they took pictures. We also took pictures and immediately filed a claim the next day.
Response time to the claim has been abysmal. It generally takes 2 weeks or more just for a return email. Thus far I've sent them pictures on 3 separate occasions. I finally received a response in June confirming they have received my pictures and that they will look into it. No further follow-up the last 45 days. We will be taking PB to small claims court soon.
We've bought a lot of furniture from Pottery Barn. It's sad to see such a poor level of customer service from this company. I will probably start using Crate and Barrel or another local company for future purchases.
