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Original Comment Pottery Barn has the worst customer service process. A few weeks ago I attempted to make a purchase. In the middle of the transaction their system crashed. Of course however, the system still managed to take my money but the transaction was left in a pending state. The representative was unable to complete the transaction. It was late Saturday leaving no one available to assist in rectifying the issue. I had to leave with NO product and NO refund. I called Monday, there were no updates, a call was returned Wednesday explaining my options are to inconveniently drive back to the store for a credit although store credit was not how the payment was processed or wait on the phone with the credit card company & dispute the charge, fill out a dispute form & wait up to 30 days because I also will be receiving a new card. I am not understanding why Pottery Barn was unable to return the funds back to the same card?? At this point this seems like theft because Pottery Barn has allowed a consumer to leave with no product and they still have my money. Weeks have gone by & I have not heard from this store's GM & they are aware of the situation. I am currently waiting for a response from the credit card company. I could have taken the credit but considering the way this situation is POORLY being handled I would not recommend doing business with Pottery Barn. I have seen other reviews & if I can't get a refund for something I had no control over, I can only imagine how difficult it must be to get help if you have actual product to return.

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