Pottery Barn

I've purchased thousands of dollars worth of products from PB in my decades long relationship with the company. When I say thousands, I mean more than 20k. Purchased a dining room table and chairs and returned it after a two month wait. It was not what I expected. The return prices has been a nightmare. 30 minute wait times, and poor customer service. I'm still waiting on a refund after weeks of calls and excuses for
CS. I was mailed $2,000 with of gift cards as a refund rather than the payment method I selected. It's now been 3 weeks and still no refund to my bank account. The quality and service of the online store is not what it used to be.

So I bought a duvet cover Nov. 28. I waited two weeks and it still hasn't moved or they didn't provide any tracking. I called customer service. I spoke to a sweet man. He said the hub that was close to me wasn't doing their job so their manager was going to get that taken care of and add rush shipping to my order. He told me I would get a follow up call and I never got it. I called again last week and she said they would call me in the business days. Still haven't received the call. I guess I'll never get it. Thanks pottery barn. First time customer and you ruined it. Don't waste your time with them.

Bought 11 Christmas stockings. A week later they drop the price by more then half. Reached out to customer service for a price match. NOPE. To the tune of over 170 dollars. Guess I'm done being a customer.

I ordered two end tables in October. It took 6 month for me to get them. They were both damaged. They both had chunks of wood missing. Paid $700 for them. They said they would send me new ones (another 6 month wait) and I would have to now unassemble these tables and send them back. When I called in I could never speak to the manager, the telephone rep had to keep emailing her and asking what we could do. The phone operator even told me she won't be anything from Pottery Barn as its to expensive and to many issues. Very disatisfied.

Through the years, I have spent thousands at Pottery Barn. I recently purchased an outdoor dining room set that deteriorated within 6 months. Fast forward to today, I received a compass piece of decor which I noticed just went on sale. Not the end of the world, but being that I just received it, I thought I should be entitled to the sale price. Well apparently, Pottery Barn doesnt do price adjustments. And to top it off, the customer service rep was rude. Sad to say, not the first time I have received poor customer service from PB. It pains me as This used to be my favorite store. I will have to take my business elsewhere.

I purchased a light but when it was unpacked for installation, it was missing a canopy piece. As time was of the essence, we substituted a different fixture. I notified customer service via chat that I needed and was willing to pay for a replacement canopy ( on the chance that my electrician lost it) and I was told my only remedy was to purchase the light again as it is a light they still sell.

I am very disappointed and caution buyers against purchasing lighting products like this. If you choose to proceed anyway, check your product immediately and declare any issues at that time. If you wait even a few months as is normal on construction projects, you can end up SOL. It was a $650 fixture ( SKU # *******)that is a paperweight right now.

I ordered an apothecary sink. After the expected delivery date, i called and they claimed to have contacted me indicating a delay. No call, no Email, no contact. Then they promised to have it available and shipped 12 days later. Again same situation. Never contacted about a delay or delivery. I called on the 12th day, because that was the last date that it should be arriving. They now are delaying it another week. Supposedly. I will never order furniture from them.

PB tells you the item is in stock, BUT... my issues have been with furniture. Dining chairs listed as in stock yet after ordering rescheduled delivery a couple times as chairs not available. Ordered a small chest, on line looked perfect, color listed as gray. Again delivery was rescheduled a couple times. Upon delivery the chest was no where near a gray tone, more like olive. So the hassle of returning and it is a hassle! Chairs I ordered in June 2021 have been rescheduled several times and may have some time in December 2021. I have found the right hand does not know what the left hand is doing!

I should have looked up reviews beforehand. I purchased an entire bedding set in store, however the items had to be ordered. Rep told me they were coming from canada and that I couldn't have them shipped to store, rather I had to pay a shipping fee. After my order I find out that they could have been shipped to the store no charge. Then i get an email saying part of my order can't be fulfilled but i had no option to cancel the remaining part of my order. I don't want a partly made bed! Then i get my package and have to pay the brokerage custom fees because they shipped from the USA! Horrible horrible service. I will be returning the items, swallowing the shipping and custom fees and never buying from pottery barn or their affiliates West Elm ever again. Ps: i had back and forth emails from pottery barn with their responses being dismissive and non-negotiating.

There was not an option to rate zero stars or else I would have. Pottery Barn customer service is beyond awful. It is hardly service. It is complete pathetic! I placed an order on December 2. When I placed the order the website indicated that my merchandise would be delivered between December 9-23. That was perfect since I was ordering Christmas presents! I called PB on December 12 and 18 to make sure that the products were still on schedule for delivery. I did not find out that I would not be receiving my merchandise on time until December 24th! So much for Christmas presents. I called customer "service" several times. Spent almost 3 hours on the phone with them on Christmas Eve! I asked to speak to a manager or supervisor and after waiting on hold for 45 minutes was told that my situation was not bad enough to be connected to a supervisor or manager! Absolutely awful! Now my 12 year old will not have his "big" gift this Christmas! Thanks PB for ruining my Christmas and my sons!

We ordered a coffee table and end table at the Manhattan Beach Pottery Barn location. We were told they were both in stock at the local warehouse. The end table was delivered within a week but the coffee table is now back ordered for the second time. Availability is now pushed to September. When discussing the delays with the store personnel, I was told to return the product. In the end, PB doesn't care about servicing or retaining their customers.

In March, 2021, my wife and I ordered a sectional couch from Pottery Barn; L-shaped, with an armrest, and then another armrest way around at the opposite end of the couch. Since then, we've received three couch deliveries consisting of two left sides of the couch, which means that the armrest that is supposed to be at the other end of the couch is actually in the middle of the couch, with no armrest at the other end of the couch. Let me tell you, the struggle is real. Left and right are apparently stunningly difficult concepts. We're awaiting, although not particularly anxiously at this point because neither one of us really believes that this will ever be resolved, the fourth delivery. It's been sixteen months.

I ordered a twin sleeper sofa in September. I was told then that because of Covid and things being backed up, I wouldn't get it until the end of December. Around the first of March, 6 MONTHS later, the tracking website finally showed it had arrived in town. A couple days later, I got a call from the store telling me they could not locate it and I would need to reorder. I told them to forget it and requested an immediately refund. It's now been 2 days and I still have not received a refund.

Worst chain I have ever dealt with. Pottery barn is a part of Williams Sonoma Inc. and all of the branches are equally terrible. They got out of there way to never let you return anything. No matter how many times they break their deadlines, quality rating, not even if it arrives damaged. They have stolen from me by "accepting" a item for replacement but after receiving the item they told me they could not ship a new one out due to company policy and no refund would be given. No store credit. Nothing. Just theft. When asked to recieve a return on another item that was months behind the due date they claimed they didnt have a email system to message me any real information. Fun fact. I know they did because this wasnt the first time I have had issues with them. Never once has William Sonoma Inc.(Pottery Barn) ever had any good support for their customers.

I purchased 2 sets of pottery barn teen sheets. The colors are great and they stay bright with washng... but unless you want to seep on wrinkled burlap. Never buy these. They were 75 bucks apiece and customer service would do nothing about my complaint except give m 10 percent off on another purchase... haha... no way!

After waiting a week to receive scheduling of my partial order or communication that was promised within 48 hours, I contacted PB again. Hours of chatting resulting in more frustration. Confirmed there is no product. Will be no product. Yet, I had to contact them for a refund. Told me they can't check on every order, thus it's up to the customer to micromanage the purchase and delivery. Only offered to refund the cost of the eight chairs minus shipping and handling continuously stating because one chair had been delivered…. To the warehouse! Not to me the customer. Finally agreed to refund in total after holding my greater than $1k for three months. Based on other complaints and reviews of similar nature, one must ask if this is a strategy to overstate earnings.