Pottery Barn

Why on earth would a big company like pottery barn used a $#*! third party' to deliver? Who the hell is LSO? Never heard of them. First and last time I shop with PB. THIS IS RIDICULOUS.

I have been purchasing from pottery barn for years and usually had great products. Especially for holiday items
I recently purchased a seagrass headboard, luggage stand, dining chairs and matching coffee table. 2 very large special order photographs along with Christmas tree skirt and stocking.
For the coffee table I had free shipping so it was on sale and no shipping. It did not say you needed a code and I did not see one. When I checked out it added $50.00 dollars. I immediately did a chat and email to explain but the Said "sorry, those are limited to time of purchase and couldn't change my order" I checked and explained the item was still there and said FREE SHIP. I did not receive a response.
Now it has been a month, even though it was in supply and ready to ship. I received email they would deliver on Saturday from noon to 5pm. I called them. I would like to change to mornings. They could not change. I ask them to deliver next week and get on morning delivery, again they said they had no delivery scheduled for the following weeks. I said then they should have been able to deliver on any day at morning. They said NO.
That was last weekend, I only have weekends to enjoy down time and was not willing to sit all day for a delivery. I still have not received my seagrass coffee table but I can assure you that is the last item that I purchase from them.
I explained to them that in the future I can find what I need on the Internet.
No customer service.

We bought an empty home that needed to be completely furnished.
We bought from Arhaus(zero problems,) and Pottery Barn. We did it all online.
Our Pottery Barn order disappeared when we went back to check on delivery dates. A 2 hour phone call later, and it was all reorderd because they couldn't find it in their system. We had printed out our order so knew all the items and prices. Thought we had it all taken care of. Nope, they were sending it ALL to an old address! We had told them over and over what our address is. It was on all of the orders we'd placed.
Turns out they double shipped and double charged us for every thing! God save us all. Back to the phone. Three dropped calls later and we were starting to lose it.
Finally got someone on the line that had their $#*! together. Oh except for one huge detail. They sent us instore credit cards instead of returning money to our credit card. Oh hell NO! Back to another hour long phone call.
PB's shipping, and accounting departments are a train wreck. Please do yourself a favor and don't order anything online from them. I can't even imagine the hell i'd go through if I have to return any of this stuff.

Evrything is awful from a customer perspective. I don't understand how you can have websites like amazon and then a websites like pottery barn. Website is total crap. Registry doesn't update or edit, no reviews on products, website shows items in stock but they are really not and if they discount something they won't ship it leaving the customer the only option of picking it up in a store 100 miles from here. Evrything is on backorder or it shows as will ship 2 months from now. You can save favorites to your account but they just disappear eventually for no reason. No way to have a shopping list or a wish list, only option would be a registry but like I said that is terrible. If you have a reward they still charge you up front and credit you later on Your statement... ridiculous. Customer service by phone or email is downright awful. If you send an email they tell you that they will answer in 48 hrs. Ha! Maybe 48 days. I got an answer I think 7 days later when the issue had already resolved. I called since I was getting no response and did everything on the phone but it was equally bad. Got no follow up confirmation email of what was done, no service what so ever. The experience in the store is not much better. Every time I go in all the reps are on the phone with god knows who for like 1 hour, the systems were down last time and they couldn't process returns or exchanges, lines started forming... it is consistently like this. You would think for a company that overcharges at least you could get an impeccable website and customer service but this is not the case at all. Better just using amazon.

READ THIS REVIEW BEFORE YOU SHOP AT POTTERY BARN!I purchased over 15K in furniture in Sept 2021. After 7 months of waiting the last delivered item was the James Leather chair delivered April 2022. July of 2022 I emailed w/ photos to CS to let them know of discoloration at head and arms. CS said it was normal. I did not agree but no further help was offered. Nov'22 it had got significantly worse. I went to the store where I purchased to speak to manager and supplied further photos. Hoping to have better results as the manager agreed that it did not appear normal and she would see what she could do. I said I would be willing to work with them as I just went through a whole home remodel and bought all new furniture. She after having to follow up with her said CS handled the same way with a response of it is normal and tried to say that my room looked like it had too much sunshine, (most homes have windows in them don't they?) and only offered a 15% discount. Why would I repurchase an item that only would last 8 months. Why not go to a Jerry's furniture. CS and quality would be better for half the price if I wanted disposable furniture for thousands od dollars. I ask how many would except PB quality only to last months? I will never recommend or purchase from Pottery Barn. Terrible quality terrible customer service. I purchased furniture from RH and will say they stand behind their products and their quality is many times better with similar pricing. Pottery Barn is a scam company DO NOT SHOP AT POTTERY BARN EVER!

I was planning for a small luncheon for friends, and bought a set of Bistro Outdoor Flatware in Navy Blue. According to the online description, a set included four place settings with three pieces per place setting - spoon, fork, knife.
Was so happy to get before the date, BUT the set of four had transformed into a set ot THREE place settings, with four pieces per setting - 2 spoons, fork and knife.
WHAT DOES ONE DO WITH THREE PLACE SETTINGS? That's ridiculous.
I couldn't even order more, because it was on sale, and has completely disappeared from the PB website. Also, it's not returnable because it was clearance.
I emailed customer service THREE TIMES with no answer, and I couldn't get through on the phone.
So, I had to buy another set on Ebay for $38.00 (instead of $21) just to have a usable set. (and I bet those were being sold by other unhappy buyers, unloading an odd-ball set of three place settings!)
Plus, I was not able to use them for my luncheon.
I know this is a small order and money loss, but these slip ups cost business.
I was about to order over $3,000. In bedroom furniture from PB, but I have changed my mind and will shop elsewhere.
A company that takes pains to present themselves as upscale owes their customers better customer service.

This company's customer service truly is so, so bad. I regret buying any furniture from this company. I ordered two armchairs in March 5th. They were supposed to be delivered several weeks ago. The delivery was canceled and no one informed me. Then I was told that 1 chair was unable to be located and an alleged "dock search would be conducted" and they needed 3 business days and I would get a callback. Surprise, surprise, no callback, and nothing was done after 3 business days. After I called again on the 4th business day and spent 2 hours the useless customer service representatives did their job, called a warehouse, and scheduled the appointment of 1 chair. But being the most incompetent of staff, they still had no idea where the 2nd chair was. Of course, now they needed an additional 24 hours to know where the chair was. Two different representatives stated that a dock search needs to be done and if it's not found, then it will be reordered. Even the alleged supervisors I spoke to are useless and were unable to resolve this issue. Still no chair, still no resolution, still nothing. I hate this company. I truly hate this company. I uploaded a picture of being on hold with their reps for over 2 hours on June 1st. I was on hold with another rep today, june 2nd, for an additional 30 minutes. She (caroline), being a supervisor stated that she could no longer stay on hold and would call me back and gave me her direct number; she

We ordered a premium desk from Pottery Barm, and paid over $1,800. We also paid nearly $200 to have it assembled in our home office.

The guys that came out were very friendly. However after they were done assembling, they mentioned to us that we would be responsible for drilling and attaching each of the components to one another using bolts, for a seamless work area. We explained that we are an elderly couple, don't own a drill, and the reason we paid extra for assembly is because we don't want to or know how to assemble the various structures of the desk so they are all attached and not independent moving around.

The delivery guys said that they are a separate delivery company and that they are not allowed to drill through the item to finish installing it. They were adamant. They left.

We then called Pottery Barn and spent 42 minutes holding, and spoke with someone who said that that was not correct, and that the delivery company is supposed to complete FULL assembly. Pottery Barn says that they will transfer us to "another department to discuss further, to resolve the assembly issue". Without warning, we are put on hold again, and transferred.

Apparently she transferred us directly to the delivery/assembly company that they use.
We soon learn that the delivery company is closed for the weekend! What kind of crappy services is this from Pottery Barn?! They don't take any ownership of the problem and work to resolve it on our behalf. We paid a premium for the product and extra for assembly. We got ripped off. We are so fed up (keep in mind that we waited over 6 weeks for this item to arrive) that we are now requiring a return and full refund due to their irresponsibility.

Do not give this company your business!

**** 4 Stars for Aubrey Entertainment Center.
**2 Stars for Outdoor Torrey Wicker Sofa
Took 4 mos. To get AUBREY BOOKCASE after several scheduled deliveries and NO SHOWS due to "glitches" w/ their computer/warehouse/delivery systems. Then it was defective and took another 4 months of NO SHOWS etc. to get it fixed properly. But we do love the look and quality is decent for the price compared to a custom built cabinet.
Bought the Pottery Barn TORREY WICKER furniture a few months ago - 2 grand sofas + 2 club chairs. Kept covered on our deck while we finished our house remodel. Uncovered it after 6 months of hardly any use, and one of the Torrey sofas had at least 9 BROKEN PIECES that were not there before. The other 3 pieces are OK, so clearly this 1 sofa was brittle to begin with?! Even though we kept them covered with expensive CUSTOM covers, PB, Williams-Sonoma B2B team said they will NOT honor the warranty because we didn't cover them with PB covers AND we didn't put the furniture indoors during the winter! WTH! That is ridiculous, I live in California and we don't have "inclement" weather as they said. BOTTOM LINE: our Torrey Wicker Sofa lasted a few months before deteriorating, even though it was covered when not in use. I love the look, but devastated by their lack of customer service on this issue and voiding a warranty on furniture under 6 months old.

Rude and unprofessional customer service. They must resent working for Pottery Barn to sound so impatient and sarcastic all the time.

I love this place! I used to laugh on friends when the weird girl hated pottery barn and her roommate filled their house with the pottery barn catalog... Now I know why girl #2 couldn't resist! All the stuff this place sells is amazing! Great quality, very comfortable and durable. The one thing that costs them a star is the crap-shoot with furniture shipping. I ordered a new bed and a custom sofa last year the week before Halloween, the website, the receipt, and the lady who called to confirm my custom order right when I placed the order all confirmed that the item would be here around Dec 18th. I was so stoked to get things before the new year. Didn't happen =\ The delivery finally arrived at the end of January of this year, over a month late. While they were more than accommodating credit-wise, I just felt very off-put that they were so well in contact the day of ordering, but come Dec 15th, 20th, 30, Jan 15th, etc... no calls... Every step of the way I had to hassle the company for updates. That system needs improvement, but if you aren't ordering big furniture, no complaints.

Terrible quality - after a month with just 2 adults in the home turning the lamp off and on the very expensive shade broke!

I have been a loyal customer to PB for years, making regular large and small purchases, and have always considered their customer service standards to be very high- until recently. I ordered a sofa from the in August 2019, and subsequently received email after email pushing back potential delivery date. After 3 months I started to become annoyed with the situation and called customer service. Each month when I called (we made it to almost 6 months total post-ordering!) I was told the same thing..."we are waiting for one piece of the sofa to come in, sorry"..."I'll send an email to our shipping carrier and follow up personally on the matter." I NEVER heard back from a single customer service agent in follow-up as promised. Finally, again after nearly 6 months of waiting for my sofa and having just received a fresh email stating another 3-4 week delay in potential delivery, I made yet another call to customer service. This time I requested immediately to speak with a supervisor- after waiting nearly 40 minutes to speak with a 'lead', he comes on the line with an attitude towards me and says the same thing I have been told for the last 3 months ("I'll send an email to the shipping dept, that's all I can do")... offering no assistance, apology, or solution to the problem. When I responded with an understandably frustrated tone, stating that I wanted to cancel the order due to this unacceptable level of customer service and that I would like an email with written proof of him stating that I would get a refund 'once the other part got to the shipping warehouse" (sorry, at this point I had no faith in this team of cust service reps and wanted written proof)... but rather than James taking the 10 seconds to send me the requested email, I was told that I was "not giving him incentive " to send me said email! I have no words.
I will never again make a purchase from this company, out of principal at this point. It seems customer service is dead, and I for one am choosing small over big and WILL find a company that cares about it's customers again. Save yourself the hassle and find a different company yourself.