If I could give this company zero stars, I would. I ordered a book bag for my son, and the embroidery arrived completely crooked. When I reached out to customer service, they suddenly claimed the bag was out of stock and said there was nothing they could do. I explained my concerns and asked for options, and at that point, they told me they would comp any replacement book bag, given the inconvenience. I was told to go ahead, choose a new one, and call back to process the exchange. But when I called back later that day, I was told I could only choose a book bag within $5 of the original price—completely contradicting what was promised. After a frustrating and lengthy conversation, they finally agreed to honor the original commitment. They had me place the new order and pay out of pocket, saying I would receive a $22.03 credit once I called back in 72 hours. But when I followed up after waiting, they changed the story again. Now they claimed that because the new backpack was on backorder for 6–8 weeks, I wouldn’t get my refund until the item shipped. Funny how they had no issue charging my card right away, but can’t refund a mistake they made. I have screenshots proving they lied and gave me conflicting information multiple times. We’ll be canceling the order, and if that doesn’t go through, we will dispute the charge with our credit card company. DO NOT order from this company. I’ve spent hours with customer service being passed around, misled, and ignored. This is the worst customer service experience I’ve ever had. When a company makes a mistake, they should take accountability and make it right. Pottery Barn clearly does not.