Pottery Barn

I am beyond disappointed with the service here. Do you know I ordered my daughters loft bed in May It is nearing the end of July and I STILL do not have it. The delivery guys came TWICE. And both times my order was wrong or the parts were broken! What is going on over there? Your customer service department is not equipped to handle the matters they send emails off to who? I don't know, I'm supposed to be waiting for a call that never happens! You have $6000 of my money and I have no furniture. I CAN PROMISE YOU! THIS WILL NEVER HAPPEN AGAIN! EVERRR

I can't say enough good things about Pottery Barn and my experience in the last couple of months working with the designers. I am a midwife in southern California. When the new owner of the business in which I rent a small room, redecorated and painted the walls grey, it was not pretty, warm or inviting!

One day while shopping for a rug at the Pottery Barn in Temecula, I decided to take advantage of Pottery Barn's free design service. In my first appointment, designer Kathleen Polin came out to my office, measured, talked to me about what I needed; then went to work drawing up, by the inch, a functional, sophisticated, and pretty design plan. She drew everything to scale, so completely that when my handyman hung the pictures, clock and shelf, he knew exactly how many inches from the floor, ceiling and wall corners to place them.

In my second meeting with Kathleen at the store, she helped me to choose chairs, tables, lamps and fabric. This room took about 2 months to complete. Most of the items arrived by post to my door within a week or 2; a couple of things I picked up at the store and the upholstered chairs were delivered in about 2 months from when the order was placed.

I've gotten so many compliments on my office from clients; the room is a warm, inviting, sophisticated, friendly, and elegant place for moms and dads to receive care.

Placed order in July for a bedroom set, all items showed in stock at time of purchase. Two weeks later, no delivery has been scheduled, now it says items will ship in September. September arrives the delivery is again pushed backed to October and some items Nov. After numerous calls, I received 2 nightstands and pieces of a desk.
I Was given a number to warren final mile to schedule delivery of box 2 of desk. Delivery set& they cancelled that day, try to call again no answer for weeks, emails not responded to, 3 weeks later another delivery date set, they no showed, and once again didn't show up for the latest delivery date nor did they call to let me know.
Called pottery barn again now I find out some of my items are being routed to another delivery company as they are transitioning & taking over routes but they no idea how long it will take to transfer my order to correct location.
At this point it's a joke I paid five thousand dollars for a bedroom set I never received.

Think twice before ordering from pottery barn

I ordered a backpack, lunch box and thermos the first week of September for my daughter's birthday. The back back shipping date kept being changed and finally after four months I called to see what the issue was. That's when and how I finally found out the item was discontinued. Only by reaching out four months after delivery date. So I requested a refund for the other matching items since the backpack I purchased was suddenly unavailable. I returned the other items on December 4,2022. Every six weeks since then I call and have to question the whereabouts of my refund. Now today, June 9,2023 I get an email with a return label. After I've returned the items 6 months ago. And when I call customer service to inform them I've already returned the items and I am just still waiting for my money to be returned I am questioned about how many boxes UPS used to send the items back. When I tried to answer I am rudely interrupted and told my answer is wrong. Because UPS put two items in one box and attached both return labels to the box. And the representative said no they weren't supposed to do that. I don't work for UPS I am just telling you what they did because you asked. All I want is my money back after almost a year of dealing with this! I will never purchase from this company again. One Star is too High for my Experience!

Small items are fine, they ship directly from them or a store and it's no issue. The SECOND you have to deal with customer service, just prepare yourself. Every time I have called I've been on hold for over an hour before getting to a person. My delivery was a comical mess. Terrible communication, people outright lying to me about my order, and only half of what I ordered showed up and the customer service woman, after having me on hold for an hour and 13 minutes, told me it was because of Covid. What? Covid messed up HALF of my order? I understand delays, but why did you schedule when your site explicitly says you won't schedule until everything is there? I patiently waited two months for my bed and got exactly half a bed. When I asked to talk to a supervisor she begrudgingly said "yes, but it will be a 15 minute hold time." So to talk to a manager you have to be committed I guess because they don't care about your complaints or issues unless you're serious about it I guess. They also played games with quality of the phone call. Mind games and any and all attempts to anger you into hanging up. Absolutely despicable service, would not recommend to anyone.

I never write bad reviews, ever. However, desperate times call for desperate measures. In July my bed broke and after a while of searching for a replacement online, I found a bed on Pottery Barn that I liked. I placed the order in August and the estimated arrival was October, which already seemed pretty far away. Finally, after months of waiting, October rolled around, and still no bed. We tracked the order, and it said it would arrive the next month. So, we waited and when November came, there was still no bed. This has been the same story every month, and every time we talk to the customer service they tell us "it will arrive next week". I have been sleeping on the floor for half a year, and they have already charged my card for a bed that hasn't arrived. I understand that Covid interferes with this, but a friend of mine ordered a bed from a different company 3 weeks ago and his arrived yesterday. Angry doesn't even cover what I am feeling right now, and believe me I will not shop here again.

I've called 4 times asking where my picture is over 2 months and each time they say they make a ticket and it will be 7 to 10 days to have it reviewed. No resolution and no picture.

After shopping for days for a specific need-MACHINE WASHABLE SLIP COVERED SWIVEL CHAIRS, I finally came to pottery barn in Raleigh North Carolina at Crabtree Valley Mall. The assistant manager (at the time), Brett told me which fabric to get to meet my needs. I specifically asked "is it machine washable and able to be bleached?" the answer, "yes!" I paid way more than I'd planned to but I needed those specifics for my space. I have 4 young children. I wanted chairs immediately, but had to wait 12 weeks. February comes and they're delivered. Beautiful. 6m later they look like total grimy crud. I pull the covers to wash and double check the tag-SPOT CLEAN ONLY. I took them to the dry cleaner and paid 50$ for 2 chairs slip covers to be washed. Now they look terrible again. I have to either take these to the dry cleaner for 50$ and wait a week with no covers on my chairs or continue having covers that look awful. I called pottery barn customer service and they said there was nothing they would do to help. Not send new covers that are in fact machine washable (which they do make just sold me the wrong ones). Not offer a discount on new covers. Not a single thing. Never ever again will I give this company my money. They don't train their employees and managers well enough and they don't stand behind their customers.

For the record-I don't let my kids eat or drink in these chairs. I don't let animals in these chairs. The fabric is terrible.

Ordered bulk fresh flowers for an event. They delivered the fresh flowers ordered 2 weeks before the event! Called them & returned the 5/6 boxes flowers & they said they would refund me since it was not my fault the third party delivered much TOO EARLY for the event. They only refunded me $188.80 of the $389.40 they charged to my card. I have filed a dispute for the missing $200.60 to no avail. They will give you the run around. Transfer you from one person to another & hung up. I have ordered from Costco & from Sam's for my events & they are just amazing!
DO NOT BUY FROM POTTERY BARNS! They are HORRIBLE, FRAUDULENT, UNETHICAL!

Pottery Barn customer service has hung up on me many times, they do not have any regard for the customer. I have a backordered, large furniture order. I understand that can not be helped, however Pottery Barn keep charging me for furniture that is not even scheduled to be delivered. I have spoke to customer service in Nov and they refunded the first charge. Now I have 3 more large charges on my credit card and no one will even take my call. VERY POOR CUSTOMER SERVICE

Was very disappointed in the sales person at the Winter Park Pottery Barn. We bought a couch and were told by the sales person that we would get key rewards points for the purchase of the couch. This was one of the reasons why we bought the couch on that day (great false sales technique). They only care about the sale. The salesperson even said that when you come back I will help you pick out through pillows with your key rewards. The couch was $3,500 and when I reached out to the key rewards to ask why I did not get my points (who the sales person signed me up for) they told me that I was not eligible. What a joke and a horrible sales experience. I will never go back to the Pottery Barn in Winter Park again. I would think that it might have been an error by the salesperson that I could excuse, but the sales person had explained that they have worked at multiple locations for many years. Sleazy Sales techniques and the company does not care. Pottery Barn, Shame on you for false advertisement.

Michael

I'm actually shocked at the poor quality service this "high end" company has! I placed an order and immediately remembered a coupon I had gotten in my email. Called them within 5 minutes and asked to cancel the order so I could use my coupon (and would probably spend more because of it). Was told they couldn't cancel it because it had already been processed and sent to shipping...? I thought that made zero sense since I had JUST placed it, but went ahead and asked if she could just apply my coupon for me, then. She said we could try and then proceeded to hang up on me. My husband then called and was told that we should watch the website and when it said "shipping" we could call back and they could cancel it then...? Again, he said that literally made no sense, but they gave us no other option. Called back about 30 min later and then was told that they couldn't do anything because it was already shipping...!? As my husband was trying to tell them that's exactly what he had said to the other person, and ask if they could just apply my coupon, they proceeded to hang up on him again. Pretty frustrating to not receive any help in this situation, from a company that I have enjoyed and purchased from for many years.

Ordered a sofa with Performance Everydaylinen by Crypton® Home Oatmeal fabric and it is rough, hard, prickly and itches! Told cannot return sofas's now stuck with $5K sofa we can't sit on and have to cover with bedsheet to use because fabric itches

I ordered a table which was not delivered until 6 months later. Every time I checked the delivery date, it kept extending it to another month. And then, another month again. AND AGAIN. Finally, 6 months later, when the table arrived, the top piece of the table was damaged. There was a number marking and a few places with wood damage. So we asked to get a new top. Waited another 2 months. Finally, when this new top came, there was ANOTHER problem with this top which had a pink stain on the end of the table. This was so disappointing. Especially after waiting so long. The delivery guy and I even tried removing the stain with rubbing alcohol but nothing was working. It seems like the stain is underneath the polish. You can definitely see the stain when you look closely. It looks like a kid had some wet marker on their fingers and placed their hand on the table, leaving marker residue. I really am just over this and don't want to wait another few months for a new one, AGAIN. So I told the delivery guy to just install it and will try to figure out how to get this stain out myself. Might have to sand off the polish and clean up the wood and re-polish it myself. But I shouldn't even have to do this!

I don't understand. Do they not check the quality of the items before shipping them out? Why would they even box up damaged products? Even if it's minor, don't box it up and send a good one! People are paying a lot of money and waiting a long time for their items. It is not fair when we're waiting MONTHS for our furniture, only to be damaged. Will never order from them again. They really got to get it together.

After paying thousands of dollars for a new couch from Pottery Barn, it was less than two years after purchasing that the cushions broke down and sagged like it was a 50 year old couch!

I ordered a sectional couch and several counter chairs in January. I completely understand that we have a supply chain issue globally and was very patient as they moved the delivery date back again and again and again over many months. In June, I got a call from the delivery service that my Pottery Barn furniture was ready to be delivered. They clearly state on their website that they will not ship any piece until the entire order is ready to be delivered. With that clear information in print, we got rid of our furniture to make room for the delivery. I was shocked when only one piece of the sectional couch was delivered. Over the next three months, I spent over 20 hours working on a solution and speaking with customer service. I was told that the rest of my furniture was in a warehouse about an hour away from my house, not a global supply chain issue. We had an important function at my home at the end of the summer which required furniture so over the next three months, I waited on hold for hours to then speak with an agent who would promise to follow up by calling me back. That happened more than ten times and not once did I get a return call. Now, they have finally agreed to refund my purchase, but they refunded me $400 less than I was charged. I am such a loyal, kind and patient person but this has caused an incredible amount of unnecessary stress. I will absolutely never buy anything from a Williams Sonoma company again and strongly urge you to purchase elsewhere. PLEASE DO NOT SUPPORT THIS COMPANY.

I have contacted PB a few times regarding (not to mention a VERY expensive/overpriced) a wall unit. They had me send pics and then sent someone out. Someone came out, still not right and then again, and still not corrected! Blaming it on my floor one time, blaming it on something else another and it continues. Every time I had to file a new complaint I had to send pictures again and again and it has STILL not been fixed. Unfortunately, I work full time so cant be on the phone for hours including wait time for someone to come out for the same response. It is CLEAR as day to see why we are having the issues we are having, but they do not seem to care. This is even after months of being on backorder. I even purchased my daughters bedroom set there (at the same time otherwise I would not have done that) and have issues with that too, but not even wasting my time with filing a complaint because its obviously they don't care and just over charge you! They have lost me as a customer and many others due to this experience without any resolution.