Three years ago we were on the hunt for a new sofa and loveseat for our family room and my poor husband was feeling the heat. The last time we shopped for sofas (over 13 years ago), we hit no less than 20 furniture stores and even went to Farmville to spend the night and peruse the Greenfront Furniture’s many warehouses. The shopping took months. He hated it. I didn’t particularly care for it either, but when I saw the set we bought, it was love at first sight. I never regretted it.
When the time came to replace that set, we once again planned several Saturdays to go into Northern Virginia and visit showrooms. Once again, I was finding nothing. I wanted a slipcovered, big, comfortable sofa that would withstand the dog and the grands. Something I could just strip off and throw in the wash every few months and not sweat it when it got a bit dirty.
I didn’t want to go to Pottery Barn. I know their prices.
But we went.
To Pottery Barn.
I immediately sank in the PB Comfort Grand Sofa, sitting there all pristine and decked out with fabulous pillows on the showroom floor, and the deal was as good as sealed. I asked the sales clerk if it was on sale. She said no. I asked if it would be on sale soon. She said, a in bit peeved and snooty tone, she doubted it. We left the store and when we got home I immediately pulled up the PB site and low and behold that baby was on SALE. Still ridiculously expensive, especially considering I was going to purchase the Comfort Loveseat too, but I reasoned with myself that a) it would last for years and years, b) I had a big bonus coming soon which would more than cover the cost, and c) I loved it. I placed the order.
Six long weeks later, after repainting the family room and getting everything in the room ready, the doorbell rang. I was so excited! They delivered the uncovered furniture and the big plastic bags containing the slipcovers, I signed, and they left. I pulled out the first slipcover and quickly covered the loveseat. It was easy to cover and I really liked it! Next I pulled out something that couldn’t possibly be slipcover for the big Grand sofa. I turned it over and over and finally picked up the packaging. It was a chair slipcover. The delivery men were long gone.
I could have cried. Actually I did cry. Just a little.
I called the company and was told that it was a mistake and they would ship the sofa slipcover. In 4-6 weeks. I asked if they were going to offer me some compensation for my trouble. I had to talk to a supervisor. I was told they would credit my account with one of the delivery charges. By the way, they charged me $16o, EACH, to deliver the set. I argued that I had a party I was throwing and 4-6 weeks was too long. I asked them to expedite it. They said they couldn’t. I said I believed a further discount was in order. They said it wasn’t.
They credited me $160.
For six more long weeks, my beautiful sofa sat shrouded in two sheets. The slipcovered finally arrived.
Fast forward a couple of years and I have to say I am very disappointed in the whole love seat and the back cushions of our Grand sofa. It took very little time for the loveseat to decompress (it’s Ed’s favorite hangout). The back cushions on both quickly lost their shape and slouched no matter how much I tried to fluff them. Today, I wrote a post about how I fixed that but, really? When you pay that much money for furniture, you shouldn’t have to fix it. Ever. It should wear out after 10-15 years.
Since that time, I have not purchased another single item from Pottery Barn other than a beautiful white serving bowl I got on clearance when the Leesburg store was closing. I do love that bowl! But it’s my opinion that PB is all about a name and a status, not about quality as I hoped. “You get what you pay for,” is definitely not their motto and their customer service leaves much to be desired.
Here’s the sofa after I tried my best to fluff it before I just re-stuffed it.
Surprised? Me too. I wish I had a better report for you, but it is what it is. Ed is dreading my next sofa conquest and, frankly, so am I.