Terrible craftsmanship and shameful customer service salvaged by fair actions
Written: May 22 '10 (Updated Jun 14 '10)
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I purchased the Pottery Barn Addin leather chair and ottoman in November 2007. It arrived on time and I had no problems with the purchase itself. Barely 13 months later, I noticed what appeared to be a staple used in the construction starting to poke its way through the leather. I was very concerned, so I called Pottery Barn. They told me that since it was past the warranty (12 months), there was nothing they would do for me. Now, 2 and a half years later, the leather is in terrible condition. Please note that I used Lexol on it from the day it was new. I would clean it with a damp sponge weekly. But about a year after I noticed the staple, the leather on the top of the chair (where your neck would rest) started to become real sticky. I thought it just needed to be cleaned, so I applied Lexol and another brand of leather cleaner to it but the stickiness would not come off. Please note that I am bald. I do not wear hair gel or any other type of hair preparation. I do not use body lotion or body spray of any kind. The only thing I apply to my body is Dr. Bronner's liquid soap which of course I rinse off before I exit the shower. The stickiness of the leather is now so bad that I have to put a towel across the top of it so my neck doesn't stick to it every time I sit in it. When I removed the towel, it was covered in a gooey dark brown gunk that does not come off after repeated washings. The leather in that area is gross looking with a bubbly texture and it is ruined. The leather in other areas is now also starting to look bad. The staple is now almost all the way through the leather.
The craftsmanship is terrible. I realize Pottery Barn did not actually build the chair, but their refusal to do anything about it is shameful. I have purchased thousands of dollars worth of furniture from them in the past but will never buy another thing from them until they remedy this situation.
Here is an update. I wrote basically this same review for the Pottery Barn website. They acknowledged my review but failed to publish it on their website. I guess they will only publish positive reviews. That might explain why there are NO published reviews of this item on their website.
Update: As of today, June 14, 2010, I have received a merchandise voucher from Pottery Barn in the amount of $1269, which if I recall correctly, was the exact amount I spent on the chair and ottoman. I think this is a very fair outcome and would revise my recommendation against buying furniture from Pottery Barn. Just be careful - if you see any issues before the end of your warranty, call them immediately. I truly believe their response was at least partly due to this review on epinions, so if you doubt the value of consumer opinion sites, I think this is a good demonstration of their value.
Recommended:
Yes
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