Pottery Barn Customer Service Issues

I am experiencing difficulty receiving a credit for a returned package. Despite multiple attempts to contact customer service, I have been unable to obtain assistance. Two weeks ago, following a lengthy two and a half hour phone call, I was promised a rush credit for the returned items. However, I did not receive any confirmation email regarding this credit, nor did the credit materialize. I returned drapes in one box and curtain rods with hardware in another. While I was credited $[redacted] for the curtain rods and hardware, I have not received any credit for the drapes totaling $[redacted].76. The order was placed in February [redacted] and the items were returned over 30 days later. The order number provided by the Customer Representative in the recent call is: 1Z378R4E[redacted]. I am unsure about the accuracy of this information due to the lack of follow-through on issuing the credit.

I am frustrated because order # [redacted]31 was lost in the PB system for two months. The sectional sofa has been found now, but they have delayed delivery for the fourth time. The scheduled delivery is now set for May 20 - June 3. I urgently need it by May 20 as the location has limited access, and I cannot keep going back. I'm losing $[redacted] a day in rentals due to the delay. I have already missed booking opportunities and was without a sofa for seven weeks during quarantine. I think they should speed up delivery to make up for their mistake. I am willing to pick it up myself if allowed. I am very displeased with the prolonged wait for an item ordered on Jan 25, [redacted].

Hi there, I ordered four Farmhouse Glass Hood - Bronze Flushmount light fixtures. Order #[redacted]44 only included two bronze fixtures and one glass globe. Unfortunately, the second glass globe was missing. Can you please send the missing globe promptly? We are in the process of building a new house and need it as soon as possible. Thank you. Best, LM

I placed and paid for an order on 9-16-[redacted] at the Omaha NE Regency store. The original estimated delivery was 9-21 to 9-23, but I am still waiting for the delivery. After speaking with someone earlier this week, I was given a tracking number: 1Z977E5f[redacted] and informed of a new delivery date of 10-6 to 10-8. However, UPS has not yet received the package according to my conversation with them tonight. My original order number is [redacted]88. UPS recommended contacting Pottery Barn to cancel the order and have it shipped overnight at no additional cost due to the delay. I've been waiting a long time, and as the caretaker for my husband who has dementia, it's important that I receive the delivery promptly. Given my current circumstances, I kindly request communication via email or phone call for any updates regarding this matter, especially since I am recovering from a broken wrist. Thank you.

I bought two Vince Brass Garden Stools at Pottery Barn in Winter Park, FL some time ago. Initially shiny, they are now dark and spotted. When I visited the store, I was told the change was a normal patina. However, the current appearance is not desirable. I am willing to clean them myself, but I need guidance on the proper cleaning method. I reached out to Margaret via email on January 31, [redacted], but did not receive a response. After speaking with Charles from customer service, who couldn't locate my original order, I believe Pottery Barn should contact their wholesaler to inquire about cleaning solutions for these items. Assistance is appreciated.

I have been waiting for my couch cushions and one missing part. Last Tuesday, I expected them to be delivered with the couch, but they were not on the delivery slip. Customer service assured me they were on the way last week. Although the missing couch part arrived on Saturday, the cushions did not. The delivery service is asking for a trailer number which I do not have. I have been on hold for over an hour trying to resolve this issue. I need these cushions urgently for an upcoming party and would appreciate a quick resolution.

Order [redacted]33 was placed on October 25th. It was a customized order with no return policy. Despite Pottery Barn entering the correct work order, the production line made an error in customizing the items. After contacting customer support, a supervisor assured us the order would be cancelled and a new one placed free of charge due to their mistake. We received two emails confirming the cancellation on November 4th and the new order with an estimated delivery date of 15-17 November [redacted]. However, upon calling today, the automated system stated that the order was cancelled. We urgently need this order rectified and shipped via express mail as we are leaving the country on November 25th to visit relatives. Thank you.