Pottery Barn

I ordered a $1482 light fixture in November of 2022 with an expected arrival listed as Dec 19th to Jan 6th. I understand delays and expensive shipping so I have been very patient. While we were waiting on this item there was zero communication from Pottery Barn on delays other than the delivery date kept moving back. Still being patient, I waited. I was charged for the full order on January 4th so I expected to see the item ship. After 4 weeks of the item listed as preparing to ship I called "customer service". I received the most ridiculous run around I have ever experienced. Every person gave me a different story ranging from I never ordered it to it should be on my doorstep. After being hung up on by the customer folks, I called back multiple times. When I finally got through I was told to either just wait for the item (even though they couldn't tell me if it was going to be delivered and when) or I could cancel the order. They couldn't even tell me if the fixture was in stock! No one could answer why I was charged and no one could answer if the light would be delivered. Everyone I spoke to was callous and uncaring. I finally had no option but to cancel the order and file a complaint through the better business bureau. Jeanne Hernandez reached out to tell me they wouldn't assist me on my complaint since I cancelled the order. They wouldn't even acknowledge they took $1482 from me without delivering the item. This is clearly theft. After the BBB complaint I was able to get my money back after 6 weeks but buyer beware! There are crooks running this company who believe they can charge you without delivering what was purchased.
2/21/23 Update: I posted the lame response to my Better Business Bureau complaint. Judging from the number of other people having the same experience, I strongly recommend using the BBB since that gets straight to the marketing and PR people.

So we bought a couch September 4th and as it's a custom couch it was to take 8-10 weeks to get to us, and we thought "ok, a little pricey but worth the wait".
The 10th week elapses and I follow up with polite questions asking why nobody has contacted me, but I am assured by both the Short Hills Mall store and the Fulfillment center that it is in production but a little delayed, even though I had to contact them to find this out we stayed calm. Thanksgiving was coming up so I again contacted the store who passed me directly to the center so they could tell me it was still being built (this turned out to be a lie).
After thanksgiving (13 weeks after purchase) I once again contacted the Short Hills mall store who told me it was ready to be delivered and was surprised nobody had contacted me, but once again gave me the number of the fulfillment center to check the status. The fulfillment center told me that there had been a delay by the manufacturer but they couldn't tell me when I would get the couch. I asked to speak to a supervisor and after a delay the supervisor told me the exact same thing, they couldn't tell me when the couch would arrive but in their experience it would be minimum 2 more weeks (she changed this while talking to me to 4 weeks minimum during conversation). She then started saying I had a choice whether to have the couch or not, which surprised me seeing as I thought I was a customer who had waited patiently for a service and not a guy standing on the side of the road hailing a cab.
So basically we are 13 weeks in with no couch and absolutely no idea when we might receive it, but more importantly we are dealing with a company who clearly
Doesn't care that we spent our real hard earned money at their store.
If you can't walk out of the store with the product then order the product elsewhere.

I cannot begin to express my frustration and confusion with PB adequately. Their audacity to be so horrendous with deliverables and customer service yet so pricey is beyond me.

On November 1,2021, I ordered the queen-sized Oakleigh bed with dresser, and both had a January 21,2022 delivery date, which was longer than I wanted to wait. Still, I felt it was worth the wait since the set is gorgeous, exactly what I wanted, and shipping delays were consistent across the industry. Right before the January 21 shipping date approached, PB quietly changed the date. And by quietly, I mean if I didn't pay careful attention, I could have easily not realized the date change switcheroo because they only change it on the website-- not via email notification. Since the original delivery date, my order has changed four times.

On May 21, I thought I was in the clear with having my bed delivered (I canceled the dresser in January). The white glove delivery drivers arrived timely and began unpacking the bed to put it together in my room. Ten minutes into the unpacking, one of them called me to come upstairs. Bad news: one of the pieces was missing preventing them from finishing the job. They asked if they could leave the pieces to the bed in my room since the items were heavy, and I was assured of their return as soon as they found the missing piece.

That was ten days ago. And radio silence since then.

I currently have multiple slabs of wood on my bedroom floor, with no updates on the delivery of the missing part. Meanwhile, I paid in full for the order back in January. I am beyond pissed, and customer service is useless with the eternal wait times and lack of definitive knowledge. I have called at least ten times since placing the order, and the reps, while polite, are clueless.

I was offered compensation on the bed once the delivery is completed, but Pottery Barn did not state the amount. It needs to be at least $600-800 to make this ordeal worth it. Even still, I will never make another furniture purchase from PB again.

It will now be a total of 9.5 weeks until we get the rug we ordered! THEY SUCK! Never ever again!

I ordered the Reed Extending Dining Table on November 4,2021 and was given an expected delivery date of January 9,2022. In January I received an email saying the table was delayed and would be delivered in February. This continued to happen each month until May. At the beginning of May, I received an email saying both parts of my table had arrived to Denver so I could schedule my appointment. Pottery Barn took the money out of my account once the table made it to their warehouse in Denver but when my delivery date came, I was told that they couldn't find my table. After hours on the phone with numerous employees at Pottery Barn, they assured me they found it and scheduled me for today on May 25th. Today, I woke up with a text saying my table would be delivered between 12:30-2:30 and gave me a link to track the order. Around noon, I clicked the link to check the order only to see it say "delivery cancelled". When I called (and waited on hold for an hour) I was told they once again couldn't find my table. I was highly encouraged by the employees (I spoke to three today) to just cancel my order because that is the only way they can refund my money. Otherwise, they said I can reorder the table for an expected delivery of August but they wouldn't be able to refund my money. I don't understand how they think it is legal to take my money out of my account, lose my product and then not refund me the money now that the table isn't coming for another three months.

I started to do some research today and noticed that numerous people have had this issue with this same table. They ordered it in the fall of 2021 and had an estimated delivery of early 2022 but when the delivery date comes, Pottery Barn claims they "can't locate" the table. I find it hard to believe they just "lost" all these tables and I think they are lying to each of us. They are encouraging me to cancel my order because they don't actually have the tables. I'm now out $1,400 and have no table so I have filed a complaint with the BBB and FTC.

I ordered about $4,000 worth of furniture and decor items and selected the option that tells PB to deliver them as they come in, and NOT to wait until all of the items were at the delivery center to deliver to my home.

They did the opposite, of course, and all of the items that i ordered that were supposed to be here before Thanksgiving are not here, and half of them are now supposedly backordered. In 2020, most every company has software that controls and tracks inventory in real time. Have they not heard of this?

When I called, I got a somewhat stern woman who basically told me to go pound sand. She told me that even though some of my items were sitting in the Delivery Center, they couldn't be released to me because they were "awaiting other items". When I explained to her that I had chosen the option to have the items delivered individually, I was told that they couldn't meet that requirement, and that there was nothing she could do about it. Go pound sand. Right?

So I scheduled a date of 2nd December for my delivery. Well, it's 2nd December, and I have zero of the items I was missing at the time. So I guess that date's out, as well. Of course, zero communication on their part. Nothing. No notification that they're not going to be bringing anything. Go pound sand?

So, I just called. I didn't want to be rude to the nice young lady with the nice accent on the phone, so I asked to speak to a supervisor, who asked the nice young lady with the nice accent to tell me that she was not available for phone calls. Horse-puckey. What kind of supervisor doesn't have access to a phone? Is she working in a parking lot in Kandahar?

The way NOT to do business is to tell someone that you have it, then give them options regarding shipping and delivery that you never intend to meet.

This is the last money we will spend with Pottery Barn. Ever. A smattering of my purchases are posted below so that you will know that my review is real.

I ordered a bed and dresser from Pottery Barn Kids on 28-MAY-2022. From what was advertised on their website as the delivery date to the delivery date on my email confirmation of purchase, the delivery dates had already changed by two weeks. I decided two extra weeks was worth it and did not cancel my order. The bed was due no later than 13-JUL-2022 and the dresser no later than 29-JUN-2022. Once July 13th passed I have called Pottery Barn customer service numerous times to see where my order was. First I was continuously transferred to the depot who kept telling me they couldn't help me i had to contact Pottery Barn. I then asked to speak with a supervisor and I was told the bed was at the depot but could not be delivered until the dresser was there; they "don't do split shipments when the other product is due within 4 weeks." Four weeks long passed. I asked to speak to a supervisor and Monqueta told me I would have my products scheduled to ship no later than August 14th. Again that deadline passed. I finally got a call from the depot to schedule a deliver but they said they only had the bed, which contradicts what Monqueta said. The bed arrived August 19th, a month late and no dresser. I called corporate and I am getting the same run around. The dresser has now been shipped to the wrong depot and they are working to see if a replacement in NJ is suitable to ship to me. Sylvia at corporate said she was checking a week ago and no update. I've spent over 10 hours on the phone with this company trying to get a product I paid for on May 28th and was owed at the latest July 13th. I just want my dresser for my little girl

Many years ago I used to love Pottery Barn but they've gone SO downhill since being owned by Williams Sonoma. I ordered 4 items for my son going off to college in a month. Nowhere while ordering did it say "on back-order" or "delivery date in 2 months for this item". Only a week after ordering do I get a message that 2 items are coming, one is on back-order for a month and the 4th has a delivery date for TWO MONTHS. Who orders a set of sheets if they know it will take TWO MONTHS to be delivered? If the website had mentioned that it's on backorder or delivery is slowed, I would have simply picked something else and moved on. So easy... but NOT at Pottery Barn.

It gets worse! You can't cancel the order online so you have to call Pottery Barn Customer Service, which is as bad as calling Comcast Customer Service. The person assures me she has canceled the two remaining items. But guess what? Three weeks later I get an email "Your order is on the way". Seriously?! So I have to call customer service again! (Another 30 minutes of my life that I'll never get back.) The previous women only canceled one of the items AFTER WE HAD A 45 MINUTE CANCELLATION CONVERSATION. And she assured me that for certain the remaining items were canceled and bleh, bleh, bleh. OMG! Seriously? The incompetence is mind boggling! So there is nothing they can do now and I will have to return the item when it comes. Pottery Barn hasn't left the 1990s! Their website, technology, training and personnel are HORRIBLE. It's not worth it. I'll never order from them again. The quality isn't what it used to be and the experience is just not worth it.

6 Months of Wasted Time

My husband and I purchased the Jake upholstered storage bed from Pottery Barn last December. We knew it would take 4-6 months for custom choices are were excited for the product. When we were notified it was ready for delivery, we made plans to donate our bed and mattress the day before and have our new and larger mattress delivered. Unfortunately, upon delivery we learned that the headboard was not built correctly to hold the bed frame properly.

Understanding that accidents happen, we were told that a furniture medic would be able to come out to our home a week later and assess the situation and that most likely this hardware issue would be fixable. Once again, my husband and I made arrangements for the furniture medic to come on a weekday during a two hour window.

After a no call no show missed appointment, I then reached out to inquire what the status was. I was told that something came up and they would be unable to come to our house that day. I rescheduled for two days later, also on a weekday.

The medic arrived on the second appointment only to deliver the same bad news. The headboard was built incorrectly and did not have the mounting hardware installed. However, the medic stated that it should be an easy fix, the company would arrange for the headboard to be picked up, taken to a local workshop, and be redelivered within a week or two. The medic stated that after submitting his report, I would receive a phone call within the next hour or two.

6 hours later after no communication from PB, I received an email stating that they decided the headboard was defective and have ordered us another. It was scheduled to arrive in approximately 4 months. And in four months after the delivery of our new headboard we could then discuss compensation options.

Until now, we have very good experiences with pottery barn and their products. We have spent a considerable amount the last 18 months with them furnishing our home. This experience has been disappointing in customer service, communication, and time management.

We would still like to order a bed or exchange for something in stock or sooner available (of course), but we cannot wait 4 more months without a master bed frame. The options presented to us were to refund and return or wait for the 4 months.

The frustration here has been the lack of communication, the wasting of time, and the unwilling attitude to solve the problem.
I assumed that premium pricing and products would also come with premium service and communication, and the lack of each has left a distinct bad taste. Every email and phone call has been to a different representative that cares only to get rid of this problem as quickly as possible and not to actually find a viable solution.