Pottery Barn

I ordered an expensive piece of furniture from PB but ended up needing to cancel the item. I called and spoke with a woman named Debora who told me no problem and that I'd be refunded for shipping, taxes and the item since it hadn't been delivered to my house yet. I said great and verified that I'd be reimbursed for everything. After being told, yes I'd receive a full refund, I said ok please go ahead and cancel. Not only did she not cancel the order, as they showed up at my house with the item, I did not get a full refund. When I called and spoke to customer service, they told me sorry that our employee told you incorrect information but that's our policy. Then when I asked to speak to a manager I was told that they were too busy today and unavailable. They claim to have world-class customer service but honestly, I have never had such a poor experience with any customer service agent and will never shop there again!

My daughter is pregnant and due mid April, and having the baby at home. She saved up gift cards and purchased a bed from PB on Feb 11,2024. The bed came defective (holes and brackets didn't line up). A repair couldn't be made, and the bed was discontinued, so a long and very frustrating return/refund process has been had. The bed had to be disassembled and was picked up on Feb 21. My daughter requested E-CARDS/credit card refund to speed up the ability for her to purchase a new bed. It took 6 days for the return to "get into their system" to start the refund. PB processed Gift cards to be mailed to my daughter (1-2 week process). After speaking with a rep (Nathan) and his supervisor (Michelle), a meeting was to be had with a "manager" to see how to solve this issue. I even offered to pay for a new bed and have them credit my account but was told that was not possible. Today I was told by another rep (Catherine)/another phone call that they cancelled the Gift cards (5-7 day process) and once my daughter receives an email with the E-Card, she could order a new bed. Well...that gets us nearly to her due date...to ORDER the bed! And HOW LONG will it take to RECEIVE IT? I used to be proud to have PB furniture/accessories in my home. Not sure I would recommend it in the future.
Frustrated Grandma

I purchased the Chesterfield Sofa with chaise. The support in the seat cushions is horrible. I have asked for replacement cushions and they sent 1 that doesn't even fit. I asked them to replace the sofa and I was told because it was custom and purchased online I am s. O. l. To pay over $3000 for a sofa that does not live up to Pottery Barn quality and not be able to get an answer from anyone at customer service is disheartening.

I bought a dish washing caddy a month ago. I tried to wash it yesterday and it fell apart. I called customer service requesting a refund. They insisted that I need to ship it back. I told them I simply don't have the time to do that. I told them I can send them the picture, they said they don't do pictures. I told them I have to find box, stop by the UPS store for something that's not even my fault. They just told me they can't do anything about it. The caddy is such poor quality, the pieces are glued together with thin silicon which of course will fall apart in water.

DON'T BUY! I purchased settings for eight, after two months of wear plates and bowls show scratches from silverware. According to PB this is 'normal wear and tear' and they won't provide a refund or replacement. They look worse than the set I replaced that I had for over 10 years! I expected more from PB - Save your money!

I ordered a coffee table and when the time passes when it should have been delivered I looked at the tracker and it still said processing or something similar. I spent TWO HOURS on the phone with customer service and was transferred through 3 separate departments until a woman made to appropriate request through their system for me and was told I would hear back in 2-3 days with a new shipping date. I never heard back from them and had to go back through there customer service. This time they set a delivery date and said they would call 2 days in advance to set up a time. Of course they never called. It came the day they were set to deliver and I was not expecting them to show up given the fact they had sent me no conformation and had setup no time. They showed up at 9 in the morning while I was in an exam and called me cell on repeat. Finally, when I got out and picked up one of the many calls they were very rude and I ultimately had to call and wake up a roommate to let them in.

I ordered a rug online 3 weeks ago and Pottery Barn sent me the wrong one. After dealing with them for half an hour on the phone they agreed to have UPS pick up the rug. However, UPS showed up and refused to take the rug because it had been opened. I had to pay to repackage it and re-schedule UPS to come back to pick it up. Meanwhile, Pottery Barn did not send me a replacement rug even though they promised to do so. After two weeks of waiting I called them, and found that they had canceled my order without refunding my credit card. Pottery Barn is completely incompetent. I will never shop there again.

I had the worst experience with ordering. I had called many times to costumers service in regards to my order and been told a different story every time. Will not be ordering things from pottery Barn again

Wow… ordered a nice desk to be delivered and set up. Received several emails confirming delivery and set up date. Removed all office furniture on day of delivery and checked tracker to see they were on the way. Several minutes before delivery window what do I receive? A text saying your delivery is canceled. What do I do from here? Call to speak with someone in customer service. Hah! Only to be put on hold for two hours and when finally taking to a representative they cannot figure out why the delivery was canceled either. They can only reschedule the delivery on the next available date weeks later and cannot guarantee me it won't get canceled again for some unknown reason. Wow, just wow. Probably the worst customer service I've ever experienced. Save your time and shop elsewhere.

I tried to cancel an order when I realized Christmas sheets would not arrive until after Christmas. Customer service explained I could not cancel and would have to wait until the item arrives and return at my local store. The sheets arrived today so I drove to my store and was told I can't return there. I called customer service again and they explained that I will have to return the sheets via mail and then start the refund process. However, I have to wait until Jan 19 because the item was shipped via another vendor. I'm so confused and annoyed!

Was having major health problems and saw where Pottery Barn would help design a room was part of their advertising. I tried with three different so called designers an got no help after sending pictures of things I was trying to match. I got no help from Pottery Barn at all. I finally called a business in my town and person actually came to my home and has worked with me for three months creating a space for me. I would never buy anything from Pottery Barn after the way I was treated. It was very depressing with all I was going through.

It's been almost a month and I still am waiting for my gift card (I returned the merchandise in perfect shape with receipts). Wonder if I will ever get my $250.00 gift card?
Nonexistent customer service!

I ordered very expensive items that were never received. They said they would issue me a full refund but they would not refund the shipping. Will NEVER buy from this company again. Terrible practices and dishonest

I have purchased a number of items from Pottery Barn but wont purchase furniture from them again.
The PB basic sofa with the down cushions has lost a number of feathers and is very saggy. I will have to pay to have new cushions made. The material has literally shredded.

My beautiful farm house table, which I loved, has a large piece of veneer missing from it.

I think the quality has changed dramatically from what it used to be. We are only in this house half of the year so it really hasnt had much use. So very disappointed.

Judy

This is the worse Co to deal with. They have delivered defective bed to me, and the moving co they hired and charged me was so bad, not only they were clueless how to assemble the bed, they were very abrupt and scary people. The Customer Service of this co is the worse you can ever imagine. They have falsely made promises to me for weeks and yet nothing has been done. I am putting a stop payment and I am going to sue the heck out of them, for putting me through this agony, I cannot use my bedroom and sleeping on the floor.

I placed an order of two rugs on November 23,2022.
Rugs were supposed to arrive for Christmas. After three times postponing delivery day they arrived February 3. And, although I was charged for both rugs, only ONE was delivered. Today I called Pottery Barn and the first girl who took my call HUNG UP ON ME when I raised my voice in frustration at the lack of respect I was being treated with. I called again and thank goodness was able to present my claim and find a possible solution. I still have to wait another two months for my rug…but I do love it, so I will wait.

I purchased six dining chairs from PB online on May 7. I then received an email that they would be delivered in June. In June I received an email that the delivery date was pushed back to July. In July that it was pushed back to August, in August that it was pushed back to early September. In September that it was pushed back to late September. Come to find out, my chairs had been on back order. So when I first received an email that they were arriving in June, they were not even available. I have spoken with multiple representatives who have tried to give me more information, but they are probably being lied to as well. I have ordered furniture from other companies and things have arrived right when they say they will, even West Elm, who is owned by the same people as PB. I will never buy anything ever again from Pottery Barn.

I will never order from pottery barn again. It has been beyond a hassle. The items that I received are wonderful... I love their furniture, but the customer service on line is terrible. I receive a different answer every time I call. I have been trying to get $426 dollars back due to not receiving 2 shay chairs that I
Ordered and already paid for! PAID for, not just on a credit card, but paid. It has been over one month going on two months and I call support at least twice a week and I am currently on hold now waiting to speak to a supervisor for the fifth time. Good luck with any purchases/returns from there. They have lost a customer for life.