I ordered a backpack on August 3rd. I paid in full for my purchase at that time. The email I received about the backpack being shipped stated delivery dates of Aug. 19-23. I thought this was exceptionally lengthy, but was wanted it monogrammed. Today is the 23rd of August and my backpack says it is still being prepared for shipping. I called their customer service to see what was happening. The woman I spoke with stated that they had already given the bag to UPS and that it had nothing to do with them. She was of no help. A few hours after speaking with her I received a notification from my bank saying that Pottery Barn charged my card a second time for the bag. So I have now paid double the price for a bag I do not have. I logged on to see if the shipping info had been updated only to see the bag I was told was already at a shipping facility was back ordered and will not be arriving until the middle of January!!! So they lied about my delivery and double charged me. Do not waste your time and money on any of their products! They do not value honesty or their customers!