Never again will I buy anything from Pottery Barn. The customer service has just been horrible and the couch is really not that good for the high price (and I even got it on "sale").
First, the service: I ordered a Pearce sectional couch (item 6705198) online after checking it out in the store. The store experience was pleasant but what has followed is a nightmare. After 6 weeks, they delivered only half of my couch and I received no explanation as to why that was, except one customer service representative telling me that they shouldn't have done that and the couch didn't pass quality control. During that delivery I noticed the two pieces didn't have matching alligator clips to hold the sections together properly. Customer service told me that the delivery team was supposed to install them, and so they would send me clips to have ready for the delivery team during the second half of the delivery. I can't even remember how many phone calls it took over the course of weeks to get confirmation that the clips would be sent and to find out when the other half of my couch would be sent, because apparently the furniture and delivery teams have serious communication problems. ANOTHER 6 weeks later the other half of my couch arrived and the delivery team was completely unprepared for installing the clips! They didn't even bring a screwdriver. I let them use mine and they hurriedly installed the clips backwards and drove several screws into the fabric instead of the wood. I had them redo them which bothered them and I am still frustrated by the hole they made. This is the "white glove" service... just ridiculous.
Now 3 months later the corner cushion is seriously sagging, either due to a problem with the cushion or the underlying foundation. Getting resolution on this is turning out to be another disaster. Several phone calls over several weeks totaling more than an hour and absolutely no response from the "Delivery Quality" team. I sent photos, confirmed the email, asked for confirmation, sent photos again, called several times and each time got forwarded to the furniture (wrong) department. This issue is still unresolved. Let's see how many more months of my life I have to waste on this company.
Now, the couch: In addition to the sagging corner piece, there are small knots of threads sticking out of many seams that are clearly due to improper sewing. The couch is lightweight and seems like it won't last all that long. The back cushions reshape from a few uses and need to be constantly fluffed or turned. And, the cushions are incredibly variable in firmness from one section to the next. This is not how it felt in the store and I never would have paid this price if I knew it.
Bottom line: Find a cheaper couch elsewhere at a company that might have better service. You can probably get two or more couches of similar quality there too. read more