Pottery Barn

I have had a horrifying experience with Pottery Barn Kids, I ordered a chair and ottoman in October which was promised for delivery in December. Despite my attempt to cancel the order upon the first notification of delay, they refused. At the time I ordered it, they charged me in full for the two items. After delaying the order again, they charged me again for the items. Not only have I paid twice, but I haven't received any merchandise and it is now February. I am beyond disgust and see my only options as filing a lawsuit against them.

Purchased high end version of a product which included extra shipping charge. Was sent the low end version of the product. Called and was told to return wrong product and they would send right product immediately. Never received right product and after two weeks of phone calls with customer service find out that I should receive right product in approximately 6 months (still shows immediately available on website but was told website has lots of incorrect inventory information). Asked for refund or alternate product and was told they can't help me. Asked to speak with a manager and was told none had time to talk with me. Horrible horrible service. Hope to get $ back through credit card company and will take my business elsewhere.

I would give it a minus number but not able too. Order was messed up so i had to call back. Asked for a supervisor which meant a 50 minute wait on hold. Supervisor promised to correct the problem and call me back in an hour and a good discount on my expensive order. 3 hours later no call back yet so called again and was told that the lady i talked to was having lunch and could not be reached. Next supervisor promised to correct the problem which she finally did after an hour and a half of being on the line with her. She promised a call back from another supervisor with an explanation and discount. 2 weeks later and still waiting for the call back and discount. The 4 headboards we were going to order are going to another business.

Delivery a month late and have not received, paid in full. Waited 1.5hrs to talk to an employee. Charged us 200 dollars for white glove which we did not request. The assistant we spoke with after an hour and a half was the most rude customer rep I have ever dealt with. I'm done with this organization!

Paid our bill in time through my bank bill pay process. Payment sent on 12/5, bill due on 12/16, pottery barn credit card, capital one said they did not receive until 12/28. Received proof of payment from my bank and contacted capital one, didn't matter. Card cut up and will never shop pottery barn again

This company is a joke they price gouge you on shipping, only to constantly delay your orders giving you zero information. Zero updates. Just multiple delivery delays for MONTHS on end. When you call for customer service, they leave you on hold only to disconnect your call. Offer ZERO compensation for the snail paced delivery after multiple shipping delays, and when I asked for a refund they said I would loose the $400 dollars spent on shipping for items that have been delayed for months and that I have never received! Delays on your deliveries happen time and time again, even when you're paying hundreds of dollars in shipping for what they called "white glove" delivery. This company is terrible, and anyone who buys from them is wasting your money on the garbage cheap overpriced furniture. Never again will Pottery Barn get my business. Buyers beware!s

Pottery Barn is the worst retail business I have ever encountered. Customer service is poor, unprofessional, and unbelievable. First off, products are poor quality, over-priced, and over-rated. I'm done doing business with this poorly run outfit. This business is on the way out... there is no way they can last!

I called the Valencia Pottery Barn in a quest for red dinner plates. Robynne answered the phone and put me on hold for 3 minutes. She found the plates and gave me the sale price. When I arrived at the store, the plates were waiting for me at the front register. The cashier (associate #*******) wrapped them so thoroughly that you would have thought I had spent a fortune. Everyone was friendly and efficient. This is why I don't shop on line. It's nice to receive personal service.

I ordered 2 Balboa chairs (total cost of $ 3,331) with custom fabric which took over 2 months. After multiple emails with the delivery company with excessive repeat emails asking for the products to be confirmed before delivery, only one chair showed up. The second chair was MIA with no explanation. Called customer service and cancelled the order all together. After many loyal years to Williams Sonoma and Pottery Barn I will close both accounts.
I hope the new President of Pottery Barn Monica Bhargava will read this message and make some changes to get the company back on track to deliver the 5 star customer experience from the past.

DO NOT ORDER GIFTS from this company! This has been the worst experience of my online life. Worst customer service, double order charging your credit card without authorization! Will not accept returns! 4 phone calls and still not fixed! Will call again today and will update!

Anyone else have a horrible experience with Pottery Barn delivery this holiday season? Over a month ago, because I was trying to be ahead of the Christmas gift buying rush, I ordered two pillows that were on sale. When they arrived, they were the wrong pillows. I called PB immediately and the customer service agent seemed to get the issue fixed. I made sure to ask that the pillows that I wanted were truly still available and he assured me they were. Fast forward 3 1/2 weeks later when I realized I still had not received the correct pillows, I contacted them and they reply with, "Sorry those are no long available." Uhhhh, excuse me? The saga has continued back and forth, but I won't write it all out here.
A friend of mine also ordered a gift and asked for a gift receipt. The gift arrived broken and without a gift receipt.
Pottery Barn is really dropping the ball and has definitely lost two customers. Maybe Crate and Barrel has better service.

Eight years ago I bought outdoor furniture from Pottery Barn and the quality was great. This year I purchased the Indio outdoor metal dining set, couch and chairs. The quality of the furniture is horrible. The metal couch has already peeled after one month. The cushions are so thin it makes sitting on the couch and chairs very uncomfortable. I've talked to customer service and they are very polite and will listen but I'm pretty sure beyond listening the complaints are not passed on to the company.
I also ordered an expensive fire table that was previously used. Nails were missing and the paint on the table was chipped. They did take it back but again the quality is very poor.

I ordered a backpack with embroidery for my son's first day of school. Not only did I got the wrong backpack (ordered hot wheels, got construction), but it was the wrong size (ordered large, got small). The photo below shows that I ordered a large hot wheels and the label on the bag says small and definitely isn't hot wheels. When I called to get it corrected, they required me to find a box, print a return label and take it to UPS. It was shipped in a plastic bag not a box, and we're in the middle of a pandemic. Now I have to take my newborn into a store to return a bag that was their mistake, not mine. I also have to purchase a box and pay to print the return label because my printer just stopped working. Called back customer service to try to get to a better solution and they were zero help!

Bought outdoor furniture - spent a small fortune. Within the year, the tops of the tables that were made (alledgely) of cement began to crumble along the edges. The first bit I ignored. Then, after I had passed the year mark, a big chumk of the second table started crumbling away. I was stunned. Called, sent chats, tried to get some resolution - They were "so very sad that I was frustrated" but could offer me nothing more, as it was after the 1 year window. This is furniture that I have covered 9 months out of the year. Tha barely gets used. That is mostly covered and untouched. They sold me crap and nothing I can do about it.

It is incredible with the reputation of the company, the terrible customer service they have, I have been trying for 2 months to solve a problem of defective furniture that was delivered to me and you only receive emails that have escalated the problem but no solution

How does this company even stay in business if they can't fulfill orders without multiple screw-ups and delays? Their fulfillment says things have been delivered when they haven't, they sometimes just don't show up at the scheduled times, they deliver part of the product and don't say anything about when the other part is coming, they say things are in stock when they aren't, things can be at the warehouse but they can't find them, etc. Really pitiful execution.

Dont fall for the Pottery Barn credit card. They tell you you will start paying when furniture is delivered and its a lie, they really emphasized that as a catch. False information just for selling. You will have to start paying with no furniture in your house!

I ordered a bed on Dec 11 and it was supposed to come in Feb. It was "delivered" on April 15th. However, the specs did not match what I was given when I bought it and it had manufacturing defects so it could not be assembled. They had to take it back. When they ordered the replacement they told me I have to wit until mid-Aug to get the bed. I spent hours on the phone today and they kept bouncing me between delivery and furniture depts. Nobody takes responsibility and they blame a third party that I should contact. Pottery Barn retains my $3,645 for a bed for over 8 months until they can deliver something to me. They should not be allowed to do this and their customer service practices should be improved. I would NEVER buy another thing from them. They don'. T value their customers