“I really like the design and the travertine tabletop, but I am disappointed with the quality considering the side table cost $749 (about $800 with tax). The table arrived with scratches and peeling veneer on one of the legs, and the tabletop does not fit properly, leaving noticeable gaps between the top and the frame. The alignment is also uneven in some areas. For a piece of furniture at this price point, I expected much better quality control. I hope the manufacturer will improve its inspection process.”
“My husband and I purchased a sofa and a throwbed from Potty Barn (my new nickname, aka, PB) recently. We had looked at hundreds of sofas before landing on the one we purchased at PB. Prior to purchase we spent 2.5 hours with a clerk at one location who prepared a quote and was ready to send us on our merry way when she realized that the fabric she had planned to order for us was not available in the couch we had selected. 2.5 hours down the drain. Months later, we thought we'd give it another shot. At a second location. We ordered the couch in a fabric that WAS available. We were promised white glove delivery but instead, a month later, two guys showed up who didn't know what they were doing. They're couldn't fit the couch from our vestibule into our living room 6 inches away. They plum gave up and planned to take the couch back. We made them leave the couch and called the store. The interior design specialist assured us a new team would return the next day to try again. She promised that the manager would call the next day to confirm and that she, herself, would connect back with us when she returned to work. Neither happened. No one from the main store EVER called us back. I finally called and spoke to the manger who said it was out of his hands and couldn't help us. I asked to speak to the interior design specialist but he said she wasn't there. A new crew arrived FOUR DAYS LATER and moved the couch in about 20 minutes. I want to note that since PB doesn't haul away old furniture, we had arranged the day before for a junk crew to take our old couch (with the same dimensions, btw) so we were left with an accent and dining room chair in our main activity room.
I called back days later after delivery and spoke to the interior design specialist. She apologized but I asked her to have her manager call us back, which she did. The manager listened and apologized. I asked that she have the interior design specialist call us back again to close things out as she had promised. Stupidly, we were thinking she might redeem herself and we would buy a chair. No call, yet. (Two weeks later!!) No sale, either. Not now or ever.
(Note: I gave two stars instead of one because, gosh darn it, the couch is fabulous. As is the throwbed. Was it worth it, though? No! )”
“We have owned a Buchanan roll armed sofa for 15 years. Looking to replace an armchair, we decided to buy the Buchanan roll arm swivel chair in a custom fabric, based on having had such a good experience with the sofa.
The chair was delivered and it looked…short. And it is, several inches shorter than the sofa. The biggest issue is that the seat cushion is sewn improperly on one side at the front (it’s reversible) so we can’t reverse it. Also, through the fabric, you can see that the “wings” of the seat cushion have been added on to the foam, not cut from one piece, leaving odd depressions that are unsightly. We left town for 3 months shortly after delivery, so we didn’t notice it until we went to reverse the cushion while cleaning the den. The quality of the seat cushion is also not as high as we expected. It compresses when you sit, leaving you in a hole. Overall, this isn’t the quality Ive cone to expect from a $1000 chair or from Pottery Barn.”
“Delivery Issue - Item was to arrive in March or April. In mid-February they show up unannounced with my $$$ furniture. It was a fluke that I was home to receive it. When I asked about a delivery notice, I was told that was only for orders where you paid for the high end delivery, not the flat (but still expensive) rate I paid. And, then interestingly this item shows that it has not yet been delivered to me on their website. Like others, last time I am doing business with them”
“We spent over $1100.00 for a buffet including delivery and white glove service. Now, I have no complaints with the store, the delivery, or the white glove service. But the buffet, although well-built, looks absolutely awful--see photos below. It was not finished. It has glue all over it and the staining is messy. Exceedingly disappointing after we waited weeks to get it.”
