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My $2300 Pottery barn basic sofa with down wrapped cushions looks terrible after 2 years. down comes out of the white covers and through the slipcovers.

as a result, The cushions have lost much of the down so the cushions sag. I called pottery barn. the store acts so nice but they have you call the design center. when I explained my problem I was told QUOTE - that's why we never recommend the down sofa's, are you doing your monthly maintenance?" who does monthly fluffing1 putting the down cushions (that by the way are losing down all over the place) in the dryer." why would I want monthly maintenance on a $2300 sofa - DONT BUY POTTERY BARN!!!!!

Ihave a rowe sofa that has lasted 9 years in my boys den and looks great! I also have a 9 year old Lee sofa with down cushions that are fabulous no monthly fluffing!! and, by the way- noone ever said anything about monthly fluffing. Mr.

Mitchell and gold, Pottery Barn is dragging your good brand through the MUD!! NEVER EVERY BY POTTERY BARN FURNITURE!

Location: North Andover, Massachusetts

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Guest

thanks for the comments, I had the same concern and your comments take the doubt out of my mind. Unfortunately unlike Crate and Barrel, Pottery Barn does not give the buyer choice to comment. Unlike PB, CB has a comfort section and tells you about the Seat Softness, Depth and feel of the Sofa.

Guest

To sad sofa lady , the customer service in my local poetry barn was excellent , they did communicate with " quality " and replaced cushions . However as I expected they are the same poor quality cushions as the original and are sagging again after 1 year and now " quality " states it is " normal wear and tear after one year " they may be replacing your sofa but you will be in the same sad sofa lady state in one year no matter what and they won't stand by their product because all their products are poor quality ,

Guest

I've had the Pearce sectional for about eight years. It's super comfortable, but the back cushions turned into rolls.

I ended up buying poly-filling at a crafts store and stuffed it into the cushions. The cushions are a little bumpy, but now, at least, they stand up.

Guest

I just purchased the Pottery Barn PB Comfort Sofa with Down. I was assured by (2) sales representatives at (2) different locations that the back cushions would be a foam core wrapped with down, and by selecting the box cushion style they would have structure.

I purchased the sofa after comparing it with The Willow from Crate & Barrel and the Baldwin from Arhaus. The decision actually came down to a specific fabric selection that was only available at PB. I received my sofa within the time frame quoted - yay :grin ! :cry Sadly, the back cushions are not what I was told or promised - the down back cushions are a mix of feathers and poly - these are bed pillows!

No structure, no inner core. The back cushions were manufactured by the same company that made the pillows for my bed: Pacific Coast Feather Company (they make an awesome bed pillow, but not when inserted in a back sofa cushion). These back cushions are literally stuffed with fluff - they sag and look terrible, especially with the box style look. I have been awaiting a response from the PB quality team for two weeks.

I've had this sofa for less than a month. The rest of the sofa is manufactured by Sutter Street, I have no issue with the sofa other than back cushions - the back cushions should be called pillows and not cushions. The inserts are stuffed into the case and those inserts are sewn shut - Arhaus & C&B cushion inserts have zippers when opening the slipcovered case.

Also there is an empty space in-between the two back cushions because they aren't wide enough - at least a 6 inch gap! Ughh!

I've waited for years to buy this PB Sofa and I am extremely disappointed.

If I could go back in time (2 months) and do this again, I would've purchased the Baldwin from Arhaus, the Willow from Crate & Barrel, or the Jenny by Klaussner.

Prior to purchasing the PB Sofa:

I had a Klaussner Jenny slipcovered sofa w/ down and knife edge cushions. After 7 years I finally replaced it because the back cushions were sagging.

These cushions lasted at least 5 years before they started to sag.

Pottery Barn needs to make this right. I honestly, just want to throw this sofa out to the curb because every time I look at it I see my old sofa, the one that needed replaced due to sagging back cushions.

I could've saved my self a couple grand and kept the old sofa! :cry

Guest
reply icon Replying to comment of Guest-796692

Update: After contacting PB several times and sending in photos to their quality department I finally had a main point of contact in the QC dept. The QC contact was extremely knowledgeable and very helpful.

She sent out foam inserts to see if I would prefer those. They didn't work out for me and she ended up getting a return authorization approved for credit of the sofa. Yay! The credit was issued immediately.

Also she discussed all aspects of the furniture and answered all of my questions. If only the folks working inside the store had the same level of product knowledge. Anyway PB made everything right. Turns out I should've purchased the PB Basic without down for the look I want.

I am Currently deciding on the fabric/color and will purchase from PB again. :)

Guest
reply icon Replying to comment of Guest-809216

PS. Use the online chat to communicate with PB - that way everything is documented and they will take care of you.

And be nice - More flies with honey... :grin

Guest

Purchased the PB Comfort Slipcovered Sleeper sofa. When delivered I measured the sofa because the slipcover didn't fit properly.

It was several inches smaller than the published dimensions. After dealing with a very snotty Design Center rep, they sent me a new sofa...then sent me one that was even smaller! The back cushions on the sofa are very understuffed and just smush down. There is no back support and it looks messy all the time.

The slipcovers look too big for the cushions and very saggy. They just droop...not at all like the ones look in the catalog or in-store. I think they must have gotten a new supplier for cushions as the reviews I have found state the same problem...but only recently. Now I'm back to trying to get new cushions from them.

Hoping they can rectify the situation...but from previous experience with PB, I'm not hopeful. It's telling that when you go to their website you can't find reviews anywhere.

I had to google search "Pottery Barn PB Comfort Sofa Reviews". There's several recent reviews that say the same thing.

Guest

I purchased a PB basic slip covered sofa less then a year ago.

I washed the seat cushion slipcover and one of the covers now has a small tear in the seam where the piping is, so I tried to get it replaced. I take good care of my furniture, have no small children bouncing on it.

I could probably repair it myself but am afraid that the next time it is washed it will tear further, or who's to say it will tear somewhere else or on

another piece.

Needless to say, customer service denied a replacement or to fix it. Won't buy anythin else from PB.

Guest

I purchased a Rowe sofa (Townsend) in October 2011. It arrived in December 2011 with fabric bunching on the sides of the track arms and the seat cushions as well.

I fortunately purchased from a small "mom and pop" retailer, so customer service on their end has been exceptional. I wish I could say the same of Rowe. Because of the extent of the poor craftsmanship, the retailer decided that a new sofa should be ordered for me...with instructions that a senior upholsterer must oversee the work. The second sofa arrived in July 2012, along with 2 seat cushions that looked like a dog had pawed the fabric.

New seat casings were ordered, but did not arrive until November 2012. Sad to say, the stitching on these was just as bad as the original sofa. The fabric bunches. Townsend is simple construction because of it's linear lines.

If they can't get something like this right, what will they do with something a bit more complex?!? As for me, I'm cuurently stuck with a sofa that looks lousy. However, the retailer has been wornderful and is helping me to get something from another manufacturer.

Steer clear of Rowe. Their quality control is obviously poor.

Guest

recently received the pb comfort down wrapped slipcovered sectional. customer service is replacing one cushion due to stuffing coming out, and one of the alligator clips that broke.

the slip cover did not fit correctly so they even sent their techs to refit. the tech agreed with me that the slipcovers were not sewn correctly, but customer service is now saying the techs are not slipcover experts and i will basically have to live with it. this is for a couch that cost over 5000.00. the fit of the slipcover is at least an inch longer than the couch.

the piping is smooth in places, and then puckers in others. one of the cushions is much softer than the rest of the cushions. i have purchased bed frames from pottery barn and was very happy with the service and the quality. but i will never buy from pottery barn again.

the quality and customer service is dismal. I will be happy to post pictures if anyone wants to see the shoddy workmanship.

Guest

I know you must feel very let down. Pottery Barn is not inexpensive.

There is no reason for you not to have used the down blend inserts, however, the fabric covers that the manufacturer uses are probably inferior. I would recommend, and for very little cost, interviewing several furniture reupholsterers in your area. You need one who cares about what they do. They will be able to find a way to keep your down from settling for example sewing a channeled cover and restuffing the down into to the channels helps to keep cushions from frumping (my personal favorite design term).

This should cost no more than $25 to $30 per cushion, if that. You will love how it looks and it should solve the problem for you. If by chance you are anywhere near the central florida area I would recommend Decorative Home Interiors on Hwy 17-92 in Fern Park. I worked there for 2 1/2 years and they have been in business longer than 20 years.

I am sure that the actual structure of you furniture is equal quality to the price. Sometimes it's the little things that make or break us.

You should write to pottery barn and explain that if they would pay more attention to quality of all the sofa, not just the structure they may have more customers who will actually be repeat customers and recommend to their friends and family. Even though you think they don't care I am sure that they do.4

Guest

I think the Pierce Sectional is the biggest, most expensive piece of *** furniture we have ever bought. It has never looked or felt like the one in the store.

The back cushions are saggy and misshapen.

When you spot clean the Everyday suede you get water spots that look just as bad as the stain! It sucks for the price.

Guest

My PB sectional has the same problem; down comes out of the cushions and accumulates mainly in the slipcovers (I am sure heavy duty chenille mitigates its poking through a bit). It certainly is annoying, but the couch has seen quite a bit of use and still holds its shape.

Guest

NEVER buy PB basic sofa with down cushions. We paid hundreds of dollars extra for down and they are a nasty, saggy mess with feathers sticking out everywhere off/on all the time and poking you, etc and so on. NOT a good purchase.

Guest

I've had my PB Basic sofa (with the sleeper) for 8 years now and it's almost like brand new. The only issue I've ever had is I wish I'd gotten a much darker fabric (I have 'stone') The replacement slipcovers (if you want to change things out) are much too expensive; I'm considering dyeing the ones I have.

Guest

I have had great experiences with all my pottery barn furniture. When I couldn't get a slipcover back on my headboard, they sent me a new one.

Guest

I have owned the PB basic sofa now for 3 years, the covers wear well and wash easy, the structure however leaves to be desired. I do not have dogs, kids that jump on the sofa or any overweight people sitting on it but the couch is sagging badly, the pillows are just like new but the underlying structure is very cheaply made.

Very disappointing at this price point! I also own the identical looking sofa from Ikea for 6 years and there is no sagging there!

Guest

I have owned the PB basic sofa now for 3 years, the covers wear well and wash easy, the structure however leaves to be desired. I do not have dogs, kids that jump on the sofa or any overweight people sitting on it but the couch is sagging badly, the pillows are just like new but the underlying structure is very cheaply made.

Very dissapointed at this pricepoint! I also own the idendical looking sofa from Ikea for 6 years and there is no sagging there!

Guest

The sofa is made in North Carolina by Mitchell Gold, which is a high-end furniture manufacturer. They use kiln-dried hardwood, heavy-guage springs, and quality joinery. How is that cheap??

Guest

:( It is not fair that you have to spend all this time and effort to replace a sofa that you paid $4000 for in the first time. That is the problem with Pottery Barn.

I returned my sofa as soon as it was delivered and we realized how cheaply it was made. The slipcovers sagged, and the delivery person wouldn't even put them on the sofa. It wasn't his job. The store mgr told me I had to do it.

The store mgr suggested I dry clean them or steam them as they do in the store. Oh yes, I have a industrial steamer handy at home!!! When I asked him to come to my house and get it too look like the store version or catalog he refused and told me they don't provide that service. I called customer service and returned the sofa.

Why would i want to pay $3500. for a wrinkled , sagging sofa that cost $3500.00.? In this economy one would think a large company such as Pottery barn would bend over backwards to keep a $3500.00 sale, but they didn't care at all.

I even opened a credit card and intended to purchase more items with the bonus I was receiving for spending money on the card. I hope the company folds.......

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