I was 5 months pregnant in May 2010 and had been dreaming of the Pottery Barn “Darcy” crib for my new baby boy. My mother, mother-in-law and I went to Pottery Barn Kids near my home to buy (and pay full price for, being $1, 100) the beautiful crib. I called prior to leaving to make sure they had it in stock. I was told there was only one Darcy crib left and that it was the floor model. I was told we could buy it for a discount which was very exciting to us, being $300. We arrived at the store that day and spoke with the manager. He informed us that they had the Darcy dresser/changing table AND the Darcy crib floor models available for us to purchase at a very discounted price. We immediately bought the dresser/changing table for a discounted price of $200 and an entire set of crib bedding, pillows, books, other toys etc. The crib was not available for us to buy at the moment because they needed to order a new set of hardware from the manufacturer. We agreed to keep in touch with them until the hardware came in and we’d pick up the crib at that time. Months went by. We were constantly in touch with the manager, who was very nice and kept us informed of the situation. The corporate offices would not give him a solid “yes” or “no” answer as to when or if the hardware was to come in at all. We decided to wait until the hardware came in because this Darcy crib was the only one left and was my dream crib. Months went by. He had spoken with the corporate offices many times (as did we at this point) to no avail. They would not give a definitive answer. Finally, the store manager told us he didn’t think the hardware would come in. At this point my baby, Oliver, was almost 4 months old and had been sleeping in his Pack ‘n Play since birth. It had been 7 months since we first walked in to Pottery Barn for the Darcy crib. He felt awful for the situation we were in and with the approval of the Eastern Regional Manager, Linda Carstenson, agreed to sell us another crib for a discount ($500 instead of $1000). We chose the “Larkin” crib (obviously not as cute as the Darcy) instead. I just wanted a crib for my son. Enough is enough. Well, it just so happened the Larkin crib was on backorder. We were informed that the Larkin crib would not be delivered for a month. FINE. WHATEVER. What’s one more month? This was getting more and more ridiculous but I wanted a nice piece of furniture for my son! One that I could afford! We agreed to wait ONE MORE MONTH for this crib. We agreed to these terms: once the crib was delivered, the full price would be paid for by credit card (my mother-in-law’s). When the delivery company set it up, I would call Pottery Barn and tell them I was satisfied. If I was, the discounted price would be adjusted on the credit card, and I would have my crib. If I was not satisfied, the company would disassemble it, take it back, and the money would be refunded immediately. I received a phone call from Pottery Barn’s delivery company, Excella (I’m not positive of the spelling). The truck from Pottery Barn had not made it to their warehouse yet so they did not have the crib to deliver to us. It would be a week late. ANOTHER WEEK. Are you KIDDING ME? I called the Eastern Regional Manager, Linda Carstenson immediately to discuss my concern. I am appalled at this service. I am appalled at this company. I had to leave two messages on her voicemail before she had the poor store manager call me back. He could do nothing in this situation. All he could do was apologize. This had nothing to do with him anymore. He had already done everything he could do and I wanted to speak with someone higher up in the Pottery Barn chain. I asked him to give me Linda’s boss. He gave me the name of Doris Simms (another Regional Manager, higher up). I called her and left a message the same day. Another point to be made: he had a different delivery date in his computer than what the delivery company told me. I spoke with the manager and left the message for Doris on Friday, January 28. It is now Monday, January 31 and I have not heard back from Doris or Linda. I have left three messages on each of their voicemails since Friday. Today, my mother-in-law checked her credit card statement to find $936 charged from Pottery Barn Kids. We have no crib. We have not received a phone call back from a Regional Manager in weeks. I don’t know what to do at this point. All I wanted was a nice crib for my son and now he will be 5 months old in 12 days. This is the worst service I have ever encountered. THE WORST.

We purchased a wall unit from Pottery Barn Kids for $1, 550.00, which was to include "white glove" delivery. I asked about this several times, because if we couldn't get it assembled, we wanted to look elsewhere. The salesperson assured me I was paying for and would receive "white glove" delivery. The delivery date came and went, although an email had been sent saying it was on it's way. After talking to different service people, they said they couldn't find it. Then they found it. Then they said they had changed delivery companies and they would have to use the new one and it would be another 10 days. The day of delivery finally arrived and when they delivered it, they refused to assemble it. I called customer service, no help, then called the orginial salesperson and she tried to get the delivery people back out to assemble it. They promised to be there (5 days after it was delivered) and they didn't show. Called the salseperson again, they called the delivery company and they didn't call back. Enough! So we just put it together ourselves, not wanting to wait any longer. I've asked for a refund of the "white glove" amount I supposedly paid, haven't heard back. At this point, just want to forget it and them. But wanted to warn everyone that furniture delivery seems to be an issue with this company, as I've read complaints on several different sites. (Sigh, should have read them before I bought this piece!) So buyer beware.