I ordered a custom dream sofa from Pottery Barn, paying $3,800, and waited 9 weeks for delivery. When it finally arrived, the delivery team couldn’t fit the sofa in the elevator and suggested rescheduling to carry it up the stairs. After 2 weeks, they returned with the same issue, failing again! I missed two days of work to coordinate this, only for the process to repeat. This was incredibly unprofessional and disappointing. When I requested a refund due to their inability to deliver the sofa, they initially refused to issue one. After lengthy discussions, they finally agreed to refund the purchase but refused to refund the $300 delivery fee, despite the delivery failure being their fault, not ours. Overall, this experience was a complete waste of time and money. Pottery Barn’s handling of the situation was very unprofessional, and I would not recommend their services.