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2.6

After many years as a loyal customer, Pottery Barn has lost me forever. Last night I placed an order and within 30 minutes had to cancel when I discovered a mistake in the order.

I notified PB immediately through email. First thing in the morning, I called to make sure that they had received the cancellation request and was put on hold for 42 minutes before I had to hang-up; I followed up with a second email confirming the cancellation. Later in the afternoon, I received an email from PB saying that they can't cancel the order because one of the items had already shipped (???) and the second was in the process of being shipped. Furthermore, I was to be charged the $125 for shipping and would be responsible for the shipping charges to return the items.

Are you kidding me? Now I'll have to go through the headache of disputing the charges.

Never again will I buy anything from PB. Instead, I'll stick with Wayfair which offers a much better customer service.

Reason of review: Poor customer service.

Preferred solution: Full refund.

Pottery Barn Pros: Way the product looked online.

Pottery Barn Cons: Horrendous customer service.

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