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Kristen N.

Contributor Level

Total Points
80

1 Review by Kristen

  • Pottery Barn

5/25/22

I ordered the Reed Extending Dining Table on November 4,2021 and was given an expected delivery date of January 9,2022. In January I received an email saying the table was delayed and would be delivered in February. This continued to happen each month until May. At the beginning of May, I received an email saying both parts of my table had arrived to Denver so I could schedule my appointment. Pottery Barn took the money out of my account once the table made it to their warehouse in Denver but when my delivery date came, I was told that they couldn't find my table. After hours on the phone with numerous employees at Pottery Barn, they assured me they found it and scheduled me for today on May 25th. Today, I woke up with a text saying my table would be delivered between 12:30-2:30 and gave me a link to track the order. Around noon, I clicked the link to check the order only to see it say "delivery cancelled". When I called (and waited on hold for an hour) I was told they once again couldn't find my table. I was highly encouraged by the employees (I spoke to three today) to just cancel my order because that is the only way they can refund my money. Otherwise, they said I can reorder the table for an expected delivery of August but they wouldn't be able to refund my money. I don't understand how they think it is legal to take my money out of my account, lose my product and then not refund me the money now that the table isn't coming for another three months.

I started to do some research today and noticed that numerous people have had this issue with this same table. They ordered it in the fall of 2021 and had an estimated delivery of early 2022 but when the delivery date comes, Pottery Barn claims they "can't locate" the table. I find it hard to believe they just "lost" all these tables and I think they are lying to each of us. They are encouraging me to cancel my order because they don't actually have the tables. I'm now out $1,400 and have no table so I have filed a complaint with the BBB and FTC.

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