Pottery Barn

I began my interactions with PB early May and spent just under $600.00 on 2 outdoor planters. Upon delivery, 1 of the planters was defective. After considerable interaction with PB customer servicer (pretty uniformed and unhelpful!- except 1 individual who actually followed up), they agreed to send a 2nd one to replace the defective one. Much to my chagrin, the 2nd one was also defective but admittedly less so than the first one. I made arrangements (after innumerable calls) to receive another replacement with the understanding that, if they were not able to provide the exact same planter, i would consider keeping the defective one with some price accomodation--and therefore I would hold on to it until I received a (3rd) replacement... the customer service agent confirmed this manaer of proceeding was fine- then they cancelled the replacement (this is 2nd time they did this) and after over 1 hour on the phone, I was told i must return the defective one 1st--i explained (AGAIN) that i needed 2 of the same --- and might accept the defective one if it turned out hey couldn't give me a proper one-- the left hand there does not know what the right hand is doing and the mangers seems to have no understanding of the hassle -- they seem not frankly not give a damn...anyway, i wish i had read other PB reviews before purchasing these planters-----I see PB doesnt respond to reviews- this confirms to me they couldn't care less-once they've got your $

I placed an order for the Dream Modular Sectional back on June 21,2022. My delivery dates have been delayed two times. When the order was finally scheduled for delivery, it was suddenly canceled on the scheduled day and no explanation was given. The next day I visited the Pottery Barn store to find out why my delivery was canceled. I was told that one of the items was either damaged or lost but that they didn't know which one. When I called customer service(asking to cancel the order), I was then told that all pieces are ready except for a few cushions and that she could transfer me over to schedule delivery. That was interesting to me because prior to calling customer service, I called the warehouse to ask for a partial delivery and was told that only an ottoman was available to be delivered. I let the customer service rep know this information over the phone and she quickly changed her answer on what items were available and ready to ship. She changed her answers multiple times throughout the conversation and avoided answering most of my questions and gaslighting me. When I let her know this service was unacceptable she replied "I'm sorry you feel that way.

It's clear to me that someone is not being honest. Employees at the Pottery Barn store made promises to look into the issue and call me back but they NEVER did. All I got was the run around. I have already gotten rid of my living room furniture and have nothing to sit on and will have an empty living room for the holidays. At least if I had known they were going to cancel the delivery the day before, I could've kept my old furniture. The new estimated arrival time isn't until late Jan - mid Feb. And that's IF they don't reschedule for a third time.

At this point I no longer want the sofa or to do business with PB. I've requested to cancel the order entirely under these special circumstances. No one will help me because it's a custom order. The only thing customer service could come up with was a weak apology. Do not shop with PB unless you don't mind spending thousands on furniture that won't arrive for 7 months and endless excuses.

My husband and I purchased a dining room table to November 1,2021. As of June 21,2022 we still do not have the table. Dealing with Pottery Barn customer service has been the most horrendous customer service we have ever had in our lives. The table was originally suppose to arrive January 1-14, it did not. It was finally scheduled to be delivered in March of '22 but was cancelled the day of delivery due to the top not passing some sort of quality inspection. We were then told that the table would arrive in June. We got an email the week of delivery date to schedule the "table base". My husband immediately called Pottery Barn who assured us the entire table would be delivered. The delivered arrived and only the base come. Until this point my husband has been the one dealing with Pottery Barn customer service via email. Last Tuesday they did not even respond to the email when asked about the location of the top of the table. Yesterday I called the customer service line to get clarification on the situation. I was on hold for 1 hour and 15 minutes. I was told a supervisor was looking into the situation and someone would call me back the same day. No one did. I called back today, again, and waited to talk to a supervisor. I talked to a supervisor who stated she was on the phone with the delivery service and asked if she could call me after she talked with them. I confirmed that this call would be in the next couple hours and she confirmed stating it would be, "right after she talked to them." It has been over 3 hours and no one has called. It's intentional that no one is helping us with this problem. ABSOLUTELY HORRIFIC CUSTOMER SERVICE. I can not emphasize enough how displeased we are. We will be contacting the BBB as well as leaving bad reviews on every site available.

I placed an order for a pair of bookends that took three months to arrive broken. Cast iron was clean snapped off at the base. The pieces weren't in the box which meant they shipped it broken from the warehouse. They offered me a 20% refund on the broken one or I could return them for a full refund. I wanted a replacement but they said the item had been discontinued. I chose the full refund and I asked the lady on the phone if I needed to bring anything else. She said I was good to go and all I needed was the item. So I drove all the way across town to our local UPS store and they couldn't find it in their system. I ended up calling Pottery Barn FIVE times to correct the issue. I ended up having to email UPS which they were kind enough to tell me there was a small charge for that, then after everything looked good they wanted to charge me for a box and packing materials ($10) which I didn't have. The customer service guy "James" kept telling me I could use any box I wanted. I had already told him I was at the store. They don't just give those away. So I wasted an HOUR of my time to walk back out with the item I was trying to return, I'm out the gas money to get to and from and now I can't get my $100 back for these stupid bookends. DO NOT BUY FROM THIS COMMIE COMPANY!

It has been 41/2 months and I have not gotten my order from this place! They take your money but you do not get what you ordered! They placed a delivery date and I took off work. That day of the delivery I get a email saying it was returned? Then another date was placed! I take off another day of work. NO DELIVERY! They will give you some BS on COVID or something else! It is like you got robbed! No new delivery date on my order still! They will send another BS email or write on this saying SO SORRY! WE WILL GET ON IT AS SOON AS WE CAN!?!?!? So I have to take off another day of work and you can not do this with the way things are now! Look at all these people not getting what they ordered! SOMEONE NEEDS TO GET FIRED THAT IS HANDLING THIS! Or this is the way Pottery Barn treats their customers! Never in my life have I been treated so bad ordering online! THIS PLACE IS A CROOKED PLACE! You don't post something on line for sale and don't have the product you are selling! I WILL BE WRITING THE BETTER BUSINESS BUREAU ON THIS AND WHO AND HOW I WAS TREATED! ""((( IF YOU ARE WRITING ABOUT HOW BAD YOU HAVE BEEN TREATED AND NOT GETTING WHAT YOU ORDERED?!?!))"" I advise you to do the same! Stop this scam and taken your money and not getting what you ordered and given some BS on their mess up! PEOPLE NEED TO BE FIRED AND GET IT RIGHT!

I originally ordered a Buchanan sofa from PB in November 2018. After 6 weeks, sofa was delivered in December but it was wrong model. They advised to keep it, until the correct one was delivered, another 6 weeks later. No real apology, like this is something they do all the time.

During the time, I decided to keep the incorrect sofa as well. I called and after waiting for ever, they told me I was a loud to buy a second sofa, being that I had bought it with a discount originally. I thought to myself, they are really going to try to sell this coach to someone after my family has used it for weeks?

In February, I was told the correct sofa was finished and would be delivered. To my surprise, they delivered the WRONG SOFA AGAIN! Delivery staff called from my house to let them know, they said someone would be in touch that same day to fix the gross mistake.

No one got back to me, and to this day I just keep getting emails when I reach out saying they are handling the situation with the manufacturer.

It has been 5 months since the order was originally placed and 2 sofas later, we cannot get what we originally ordered. There has been multiple mistakes along the way with various employees and no one is making themselves responsable. From the first error, getting in touch with someone to help us is merely impossible. The phone wait times are unspeakable. It took over 30 minutes to speak to someone in furniture and after a 45 minute call, we still had no solution. This has happened multiple times.

They keep saying a supervisor is handling the situation and that someone would call back. I never received the call. I've had to speak to agents that were rude, agents that seemed to not know what they are doing. It was been torturous.

This is not the first time that we've had an issue with a PB order, but it sure will be the last. We are changing to a furniture company that appreciates their costumers and are not too busy to make things right after they make a mistake.

At this point we have yet to receive a sincere apology or a simple gesture to make things better. A real shame!

Placed an order from Pottery Barn in February for expected delivery in late May. Outside date on the delivery goes by with nary a word from PB. I try to find out what's going on and, after about 6 calls and 2 weeks, am told that the item is in the US, through customs, and ready to be delivered to the distribution facility where it will then be sent to us by June 24th. June 24th comes and goes, again, with no word from PB so I call back and am told that, no, the item hasn't even been built yet. I ask to speak with a member of "leadership" who, I am told, is running the checks with PB's vendor to see where the item is and also "has more tools" to check on orders. I'm promised a call back in 48 hours and don't receive it so I call back again. I don't get a real answer for why I didn't get the promised call back but they place another request for a call back and, again, I'm told within 48 hours. 4 days go by with no call back. I call up and don't get an answer for why I didn't receive the call back but am, instead, told "they're normally very good about returning calls" - well, all in all, I was promised 4 or 5 call backs from Pottery Barn during this process and received exactly 0.

I'd note that the entire time PB is trying to blame the delays on their vendor which, Ok, maybe but also you took the order and never told me we were beholden to some Vietnamese manufacturer whose experiencing delays that, I have no doubt from reading other reviews, were already ongoing when I placed the order.

It's one thing to have production issues OR have bad customer service. But to have both seems like a perfect way to lose customers and destroy your reputation. I'm done shopping at Williams Sonoma, PB, PB Kids, or West Elm and will be sure to share this story with anyone who shows any interest.

Horrible customer service! Do not order crappy furniture from them for this price. Will never make another purchase! Bobs is better quality

I closed my PB credit card. There is something shady when a high end store doesn't allow reviews. Boo

Refusal to cancel orders, complete negligence on their part. Terrible website. Horrible support staff

I signed up for a wedding registry through Pottery Barn because they had some things I liked. I am less than satisfied with the registry process and their customer service.

First, they don't notify you when items are bought and shipped. So you have to keep checking your registry to see if something is purchased, and you have to go to a separate part of the registry to see who purchased it - and you can only see that from a computer and not your phone. After 30 minutes on the phone with customer service, they said that they could not alert me every time something is purchased (like every other registry company), but that I could CALL IN EACH TIME TO GET DELIVERY INFO. I wanted to know when packages were delivered because I live in the city and was worried about package stealers. Apparently it's too much to ask to be notified when gifts are purchased/shipped.

Second, their customer service is terrible. An item was out of stock online after our wedding, so I called a store to see if they had it there because the item was a sham to match our comforter. They told me to call another store. Someone picked up at that store and asked me to hold and then didn't come back after 15 minutes. I hung up and called back. I then was on hold for another 20 minutes because they were checking on whether they had it. When they finally found it, they said I could either come get it by tomorrow (they will only hold it a day for me) or they could ship it for an extra shipping charge. I have a whole wedding registry with them, and they don't have the item online to purchase anymore. I'm very confused about why they wouldn't waive the shipping costs and just send me the item. I will probably never buy an item from Pottery Barn ever again.

I ordered a media console in November 2022. It was to be delivered before Christmas 2022. The night before it was to be delivered I received a call from Ryder last mile informing me the driver had called in sick and the delivery would need to be rescheduled. Ryder rescheduled for delivery Jan 2023. On my delivery date a delivery wasn't made causing me to have to call around to Ryder and Pottery Barn inquiring about my item. Ryder blamed pottery barn and pottery barn blamed Ryder for losing my item. My next delivery window was scheduled for February 2023. Ryder showed up and the delivery drivers attempted to assemble my item in fro t of my house. After some time they informed me that the item was missing the necessary hardware to complete the job and left. I had to wait 24 hours before reaching out to pottery barn so the incident would be in their system. A new delivery date was scheduled for March 2023. In March the delivery team from Ryder showed up and began assembling the item. Early on they noticed a lot of damage to my item and contacted their supervisor. Long story short I didn't receive my item and after some back and forth w/ pottery barn and Ryder a new delivery date was set for April 2023. On the day of my delivery in April 2023 the Ryder delivery team arrived 2 hours late and were in front of my house assembling the item until the sun went down. I am grateful to the delivery drivers who assembled my item I just didn't feel the job was professional enough to warrant my $159 'white glove' delivery fee. After a couple days I reached out to pottery barn regarding compensation for all I had been thru. They wanted to give me 15% off which was less then the delivery fee. I objected and they said they could give me a 20% discount. It's not about the money for me it's about them doing the right thing and they are more concerned w/ doing the bare minimum. They have lost a customer in me.