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Pottery Barn Teen has a rating of 1.2 stars from 176 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Pottery Barn Teen most frequently mention customer service, pottery barn, and delivery date problems. Pottery Barn Teen ranks 716th among Furniture sites.
UPDATED REVIEW: Originally, I was not happy with the delays in the delivery of my daughter's furniture and although I did have to wait longer than expected, the situation turned out well. After discussing my frustrations further with the customer service rep that contacted me from this original review, things went very smoothly. She helped watch my order and keep me informed of what was going on. She also added some perks for the inconvenience. The delivery team was fantastic and the quality of the bed and bedding is excellent. I've ordered from Pottery Barn and Pottery Barn Kids in the past, and I know they are working on fixing some bugs with their communications regarding orders. I think they will get it all worked out and it will be great again. Because of the high quality products, I would definitely recommend shopping here.
Stolen money. Stolen time. No one from actual management will address the many attempts to discuss what they have put our family through. My son waited for a 3K bed with a guaranteed delivery date before the end of November. In December it was "in transit" and then canceled by the company once in route…and after us staying home to receive the item which never arrived! Hours on the phone with people who do not care, whitewashing the situation and taking no responsibility and now here we are in late January with no bed AND no refund provided yet. I will never again do business with Pottery Barn or any affiliated company. It's disgusting beyond measure what they have put our family through and the greatest insult is that the people who can do something are hiding behind their desks pawning off all necessary communication to the underlings. By the way, if you work for them, you should go to any other company for your own personal health. What a disgrace.
I ordered a $1,300 vanity from pbteen.com. Once it was delivered, the delivery men told us that the two major parts of the vanity were damaged. I went to their truck to look and they were right: both pieces were majorly dented. They said they signed off for them at the warehouse without even looking! Now I have to wait three more weeks for new pieces, and in the meanwhile they left the undamaged pieces (one drawer and the mirror) in my living room to sit there. Very disappointed; such bad quality from a high end furniture store.
Ordered game tables that were in stock in October for kids for Christmas. Every delivery date provided passed and no calls. PBTeen blamed delivery company and took no responsibility. Almost January and still waiting for game tables. No offer to cover delivery charges. One of the items went on sale since I ordered it in October and states it is in stock but PBTeen has not offered to reduce the cost. Still no delivery date from PBTeen. Terrible company with poor customer service.
I have ordered from Pottery Barn/Kids/Teen for 15 years and never been so disappointed. I ordered my daughter a bed in August and have still not received it. After multiple phone conversations I found out it was in "hub" to be delivered since November 30. I live 2 hours from warehouse and still cannot get it delivered. I even offered to pick it up and they refused. I am living in Pottery Barn Hell!
Bad news - very unpredictable
You might get lucky and get your stuff, but you might not. IT'S THE TOSS OF A COIN. I've been waiting almost 5 months for 2 Avalon Beds. Customer service doesn't know any more than you do about when the product will ever arrive. Sad. My children are literally getting older and moving through different stages of their lives at this point while we wait for their new beds to arrive. Hope they get here before they go off to college.
Products used:
All
Stay away. Do not purchase anything from their online store. Customer service is beyond awful. Based on my experience, I will never purchase anything from any Pottery Barn store or affiliate ever again.
Ordered a Callum Super Wall Set online a week ago at sale price. Received email confirmation with expected dates for delivery.
Today received an abrupt cancellation email stating the sale price was an error and my order has been cancelled.
Why did it take a week for Pottery Barn to "discover" the sale price was "wrong"? Were there too many orders placed caused them to back out and claimed the price was "wrong"? Aren't they supposed to be responsible for their employees' "mistakes" and honor the price anyway?
To make room for the new wall set, I have donated my existing unit to Salvation Army. Bunch of stuff sitting on the floor.
Why am I punished for PB's mistakes?
I ordered a canopy for my daughter's room 2 months ago. When it arrived there were no instructions on how to hang it. I have been trying to contact them ever since by phone and email. I have spoken to someone in customer service twice and both times they have reassured me that even with COVID-19 they have a 3 to 5 day turnaround for answering questions. That has not happened. I have had no response at all.
I ordered a gift back in April and here we are June 25,2021. I have called frequently to their so called customer service and they are all completely useless. How is this place still in business. They refuse to give me a refund on something I haven't even received. How stupid is that?! Stay away from these rip offs. I'll be contacting the BBB and report these thieves.
Ordered a few month ago, it was a huge order, was remodeling a teen room.
Most of the items came a few weeks later. One box came empty, without item.( called them, it was fixed) After a month, desk was sitting there ready for delivery for around 2 weeks in their warehouse, nobody called me, they thought I wanted all to be delivered at once with the rest of the backordered hand maid items, that should arrive in next 3 months.
Unbelievable!
I bought this dresser 2.5 years ago. It was Always in the same place. We moved it to clean up and the feet cracked. I tried to reattach them, but the bottom is particle board, not solid. Pottery barn won't address this defect. I had to remove the legs. Not happy. Furniture from target is better made. Don't go for the higher price at pbt.
Products used:
Furniture
I ordered a chair to be delivered on Nov. 6 and I received a notification it would now be delivered on Nov. 25 and I will not be home for a week. I told them that I coordinate shipping so that I'll be there to receive it (with the expectation that 5-7 days delay could happen). There has recently been strings of packages being stolen (including two of my own) so I now take caution to make sure I'm home when something is ordered. Customer service basically told me I'm out of luck, won't hold or cancel my order. I'm almost certain that a piece of furniture left outside for 4 days is going to be stolen. They should make accommodations or at least try to help when the delivery date is on a holiday, 20 days after they told me to expect the package.
This store steals money from customers. They say they "available for delivery" on their website but then it is a lie. I ordered a couch over two months ago and they just keep the money and do not deliver. I have called customer service multiple times and they have done nothing! I am so so so sick of this store!
Why is it that I can call Macy's, Home Depot, Pier One, Amazon etc. etc. But every time I call Pottery Barn, PB Teen any and all of these Companies in store and online, I usually don't get my Oder placed. Because the person I'm talking to acts like they cannot understand why or what I'm trying to do! And these are young people in the USA, so there is no language problem just resistance and stuck up attitudes like I have never experienced except maybe at Costco.com. Or maybe some of the rude people at Federal and State agencies. My mind is blown!
Please please please do not order anything from these people. I have never been so angry or upset. Three items ordered in December. After countless hours still no furniture. Told 1 month, then three then four. Accidentally cancelled my order. Accidentally hung up on me after two hours on hold
I will never ever ever ever ever order anything from them or any of their affiliated companies - Williams Sonoma home etc. forget it
I have never even written a review for a company but this was just sooooooo upsetting
Ordered bean bag 3 wks ago and still waiting. Every time I call customer service they say they will "overnight" it again and again. I have to tell then that "overnight " does not mean 3 wks. No one will tell you whats wrong or if it was lost etc. Ask to speak to supervisor and of cause there is none there at the time and it will take 24-48 hrs before one will call back. No wonder it takes forever for delivery.
Save yourself the hassle. Order placed for Christmas, they finally scheduled the delivery for April, called the day before to say order was incomplete and tried to deliver the furniture that way. It has been 6 weeks, still waiting for my refund. They cannot pull it together.
Ordered a robe for my daughter and had to do a return for a different size and was not only charged for shipping the first time but for the return as well. I was only refunded $21 out of $42. I will never buy from them again. They are over priced and customer service is terrible. Shop elsewhere!
Tip for consumers:
I would shop elsewhere. The customer service was awful and their shipping and return cost is outrageous.
Products used:
Bathrobe
I love the catalog but the products are not equal in value to their cost! And customer service is terrible. We bought a very expensive loft/study bed for my daughter and in less than a year the prefab book shelf began to splinter and crack. PB Teen refused to replace it. Interestingly, we have friends that bought the same loft/study bed for their daughter and are having the same, but worse, problems with no resolution from PB Teen. Products look lovely in the catalog but buyer beware!
I posted a review on 7/31/18 for PBTeen furniture order that is delayed until Feb 2019. I have tried to cancel this order to no avail so I posted a review here. PBTeen responded and stated that if I messaged them, it would be looked into. Of course, I messaged with all my information and over a week later, still no response. This is a joke!
On July 24, I ordered a lounge set for my teen daughter's room and other items. On line the delivery date was 8-10 weeks out for the lounge set. Not until I got my confirmation email (and paid!) did the email indicate that delivery would be between Feb. 13- Feb. 20th. That's 7 months delivery for a small 3 piece sectional! I immediately called to try and cancel this portion of the order but was on hold for over an hour and finally had to hang up. I called back the next morning and spoke to a nice customer service lady who stated that she was sending an email to the vendor cancelling that portion of the order and that she had never seen a delivery that far out. She stated that I would be getting a confirmation email confirming this cancellation within a few day. Well, guess what? No confirmation email ever came. I have tried calling back several times and am on hold for so long I eventually have to hang up because some of us have to work. While the service rep was nice, I think she just told me what I wanted to hear knowing that the cancellation would never happen and I would have to call back. I think this is their game. I have never called when the message that "they are experiencing higher than normal call volumes" is not given. Based on this, they might try hiring more service reps. PBteen needs to be sued for unfair trade practices and RICO violations! I wish I had read these reviews before ordering an type of specialty product from them. To date, no resolution for my 7 month out delivery date. I would have never ordered a piece of furniture that took 7 months to get. Nothing is worth that!
Prices are extremely high. Shipping is almost $200 for one little sofa. Customer service sucks. I received a email with a 25% off coupon I called and they said it doesn't work the same day I received it. Horrible customer service.
Worst company to deal with, ordered 3 pieces of furniture in May, as of now still waiting on a bed delivery, 1st time on june 22 the had wrong pieces so no delivery, second time on june 22 delivered the pieces but one piece was broken! Now god knows when we will get this bed! I hate this company with a passion!
They sent me six emails to get 20% off of what I left in my basket. I finally purchased and the code HAPPY did not got through. I sent emails, sent them the offer they sent six times, yet they would only credit me for $27 for mailing. Take your business elsewhere as they are not customer friendly!
Tip for consumers:
don't
Products used:
nothing
We purchased two beds and two storage desks from PBteen. It took them over a month to deliver and during the time, the price of the beds changed several times from 799 to 1099. We tried to call them and ask for a price change. It took more than 30 minutes to speak to somebody. After the long talk, they just said this was something requires a manager to do it. Fine, you know what? There are 17 people ahead of me to talk to the manager. It is just ridiculous. Will never order anything from them.
Terrible customer service, and even that we knew that we would need to wait around 3 weeks to get the furniture, it has been 6 weeks and the delivery is not going to happen soon.
Was able to get in contact with a customer service leadership member and that at least made the ball start moving, but not as you would expect from a company like this. The only thing I know is all charges to my account were made on time and my payment is also expected on time... and I do not even know if the quality is what I expect!
Very frustated... will never buy from this company again, suggest Crate and Barrel.
Hello Eduardo-Thank you for taking the time to write to us. I’d like to begin by apologizing for any inconvenience or frustration that has resulted from your recent Pottery Barn Teen order. I'd like to discuss this with you, I've sent you a private message with my contact information. -Thank You-Sharla-PB Teen Social Media Team
I would give this 0 stars if I could. For what they charge, I expect better customer service. I called to cancel an order 5 minutes after it was placed online. I waited 15 minutes to speak to representative Ashley who told me I was unable to cancel my order because it was already in fulfillment. I asked to speak with a supervisor. After waiting another 17 minutes hold (now a total of 33 minutes), the same rep now told me that I needed to call back in another hour because the order has not entered their system yet. I asked why the two different stories and asked for a supervisor. The CS rep Ashley told me that a supervisor will tell me the same thing. I still cannot cancel my order and on hold now for over 1 hour!
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Pottery Barn Teen offers everything your teen will need to make their bedroom or dorm room uniquely their own as well as functional. They can choose from a large variety of bedroom furniture, office items, media storage, rugs, bathroom items, window coverings, lighting and decorative items. They carry collections from Beadboard, Hampton, Oxford, Locker, Lilac, Chic, Parker and many more.
Ayanna,
Hello- I am truly sorry to hear you have not had a more pleasant experience, and I'd like to look into your concerns. I have sent you a private message with my contact information, and I look forward to hearing from you soon. Thank you, -Ramona