Anonymous
map-marker Hollywood, Florida

DO NOT TRUST THIS COMPANY!!

Most stores that sell furniture allow you to receive any promotions within a month of purchase. Pottery Barn does not, even if it is a day after purchase. If you have custom upholstery you cannot return and re buy. I asked, as others have stated, if there was a promotion and they said "no". Two days later there was a promotion for free shipping and then 2 weeks later there was a 20% discount. Corporate said there was nothing they could do after the sale was registered. If you read other reviews you will also see that returns are virtually impossible for large items. I would think twice before buying anything other than what you can carry out of the store.
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Reason of review:
Poor customer service
Anonymous
map-marker Newton, Massachusetts

PB Worst company I've ever done business with

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We ordered several items - rugs, pads, desk - for our new home. The rugs showed up fairly quickly, but weeks later the pads still hadn't come. When I called, they couldn't locate them, so I cancelled and ordered elsewhere. When the desk came, we didn't like it and sent it back for credit. After several weeks, we hadn't received the credit, so I called and - guess what - they couldn't find the desk anywhere. Now I'm calling - am on hold - about a rug they picked up three weeks ago for return that they also can't find anywhere. These items were all ordered August 21 and I'm still trying to get results today, October 29. I will NEVER order anything from PB again.
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Pros:
  • Our sales person
Cons:
  • Customer service for returns
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous
map-marker Peoria Heights, Illinois

Poorest customer service ever

I love the products and have invested in several rooms of furniture and all the things that go along with that. But when you call in with any sort of issue, or adjustment to an order or discount coupon, you can't get to anyone who can make a decision. It's the worst customer service from a company that should pride themselves on doing that well. Instead they just don't care. Their people follow a script rather than listen to a customer's situation. For what they charge this is ridiculous. Customers do not matter to them. We are just numbers. Buyer BEWARE. Example, I sent an email explaining a situation and received a form email that said "thanks we take customer service seriously. let us know if there is anything else you need in the future." They didn't acknowledge or address my situation at all. It was just a computer reply. Very frustrating. They want your online order but after that they want nothing to do with you.
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Cons:
  • Incompetent people
  • Coupon code
Reason of review:
Poor customer service
Anonymous
map-marker Raleigh, North Carolina

Pottery Barn - Damaged Goods, Late Delivery, Overcharged

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I ordered a Turner leather sofa that was 20% off and was 'in stock & ready to ship'. When the order was rung up I questioned the amount, the clerk said there was a shipping and processing charge of $229.42, a delivery surcharge of $100.00, etc.

When I left the store however, it was obvious they only gave me 10% off so I went back and was told they would not issue my $300 refund until the sofa was shipped. Two weeks later they delivered a sofa with *** in it which I refused to accept. After a week, I still did not hear when I would receive a replacement sofa so I called the store only to learn that since I refused the sofa, they cancelled my order even though they didn't bother to issue a refund. Brooke Foster, Furniture Specialist, placed a new order and said when the sofa was delivered to call her and she would issue me a credit for all the *** I've gone through for a lousy sofa.

Seven weeks later when the sofa was delivered I called Brooke, she did not issue a credit. A week later, I called again, no credit. This is the third week now, I called Brooke and no credit.

What a pathetic company this is. They over charge, deliver damaged goods, try to sell repaired goods as new, deliver five weeks late, and don't issue a refund as stated.

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Cons:
  • Incompetent people
  • Damged goods
  • Lack of communication
Reason of review:
Poor customer service

Preferred solution: Price reduction

Montana Osl

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Verified Reviewer
| map-marker Brooklyn, New York

Pottery Barn Bug Halloween Costume Review from Brooklyn, New York

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I purchased my daughter the lady bug costume for Halloween on August 31st. I received an email saying I will receive it on September 4th. I purchased the leggings, shoes, head piece and trick or treat bag personalized so I can't return already. Assuming I will receive this costume. I keep checking the ship date which keeps changing. I called pottery barn four times and just today was informed I will not be receiving the costume ever but yet my ship date keeps changing. I won't cancel the Oder hoping that this company will do the right thing. I think this is unprofessional even there customer service operators aren't helpful. It said in stock when I purchased this. It didn't say out of stock till September 4th. I have put a lot of time and money into this.
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Reason of review:
Order processing issue
Anonymous
map-marker Loveland, Colorado

Furniture Order Not Arrived

I ordered a slipcovered sofa and leather chair in August 2015. When the order came on September 15, 2015, the sofa was the wrong one and the leather chair was broken. I immediately called to get replacements. Customer service at first told me it would be a week, then six weeks. It's December 15 and I'm still waiting. There's no estimated time of arrival now, everything is still on backorder. I've called many times and get a different story each time. people say they will get back to me, but they don't.
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Reason of review:
Damaged or defective
Anonymous
map-marker San Francisco, California

Pottery Barn Delivery Service Review

I am so surprised that Pottery Barn is so horrible with their online orders and delivery service. I ordered one small birch branch. I am so glad that's all I have ever ordered from them. The item did not arrive. There was no follow through. Very unhappy customer. Wish I had read the reviews first.
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Reason of review:
Poor customer service
Raeanna Cnh
map-marker Houston, Texas

Defective rug and terrible customer service

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We are very disappointed with our experience with Pottery Barn. We received a rug for our daughter's room two years ago and since then the rug has developed a burnt rubber smell as well as a white powdery residue on the floor beneath where the rug sits. We have tried cleaning the rug and using other products to get rid of the smell, but nothing works. It seems clear that the rug is defective. I emailed customer service 10 days ago, and never received a response. Today I called customer service and gave them the name of the person who gave the rug to us (so they could look up the order) however I was told that Pottery Barn will not do anything about this. First of all, terrible customer service for not even having the courtesy to respond back to a serious complaint about one of their products. Secondly, terrible customer service if they cannot even repair or offer any kind of amends for a product that is seriously flawed. It is clear that the rug is breaking down after only a few years and is unusable. For the price one pays for these items, I would expect better service and a higher standard of quality, but Pottery Barn is nothing more than a big business that doesn't care for its customers. I'll be sure to post multiple reviews about my experience.
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Loss:
$400
Cons:
  • Terrible customer service
Reason of review:
Bad quality

Preferred solution: exchange the defective rug for one that is not defective

Anonymous
map-marker Hollywood, Florida

HORRIBLE! waited 10 days for "OVERNIGHT" delivery

This is the most ridiculous company. NO WONDER why you can't review them on their own site...because they are aware of how badly their customer service & organization SUCKS! I paid $40 extra for overnight delivery for a design project. My items arrived 10 days later.....It is now 2 MONTHS LATER AND I AM STILL WAITING ON MY REFUND TO MY CREDIT CARD.... ridiculous..and the worst part is when you call, you can tell that they just DO NOT CARE!! Incredibly frustrating situation!!!! Never again.....
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Reason of review:
Problem with delivery
Anonymous

Rude Customer Service and horrible delivery of item(s)

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The delivery men (3) refused to bring my sofa up the second flight of stairs bc they said "it wouldn't fit". When I got home I saw that they hadn't even removed the packaging, plastic, cushions, legs or anything.

They made no attempt. I removed the plastic, etc and got the sofa up with the help of my teenaged son, quite easily. The delivery charge was 239.90$

When I spoke to customer service, the girl was so rude and transferred me to another dept. in which I stayed on hold for 26min!!

I called PB from a different phone(while waiting) and was on hold for 5 min. The original representative was clearly "teaching me a lesson"… They told me that there were 3 flights of stairs… There are only 2!..I think I know my own house!!

I buy so many things from PB and WmS. I will no longer purchase anything from this company!..

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Loss:
$239
Pros:
  • Product
Reason of review:
Poor customer service
Anonymous
map-marker Chicago, Illinois

Order billing glitch. With addresses

Sat Nov 21, 2015 - placed an online order with no problem. A few hours later the confirmation email came through with MY street number but the rest of the info is a person in another state.

Obvious computer glitch - I called customer service - said they couldn't do anything as the order was new - and they were busy because lots of people were calling with the same question.

I asked if they wanted my order number and info to look at or pass on to those that should care so was told "sure, I'll write down the number" - sounded too vague - asked if there was someone else I could talk to and was hung up on! At the very least I would expect someone to explain the issue, take my info, and assure me someone would be working on this ASAP - never mind that online orders were still going on and they knew there was a problem.

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Pros:
  • Our sales person
  • Sales associates
Cons:
  • Incompetent people
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Bethesda, Maryland

POTTERYBARN NIGHTMARE CONTINUES

I ordered a sofa sectional from Pottery barn at the beginning of July, it was supposed to be delivered in 6-8 weeks. I was given a delivery estimate but never a call to set up delivery. Then one day after the 8 weeks I checked the status of the order only to find that there is no longer a delivery date available....shipping status unknown. I called and of course there is a missing piece but they'll send out a ticket to locate the piece and we should know by the end of the week. Needless to say they did not and this continued for quite some time. Until I asked to cancel the order. I was told the order was canceled and went on to order another couch from another company at the beginning of October. I checked my bank account this morning only to find that 3 weeks after I was told the order was canceled (because no one could find my sofa) I was charged in full for the entire couch. I called first thing and now I'm in the ringer again "I have to contact my supervisor, I'm sure we'll get this figured out for you" I can't tell if this company is dishonest or incompetent or both I'm thinking BOTH. Buyer beware I would would strongly suggest never purchasing furniture from this company....currently my family of 5 is still sitting on lawn furniture in our family room and at this moment I've purchased a sofa sectional that I will never see.
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Reason of review:
Problem with delivery
Anonymous
map-marker Sturgeon Bay, Wisconsin

PB Classic Robe is a nightmare!

I usually love pottery barn merchandise but this robe is horrible! It is sooooo heavy that it won't stay tied and I have almost tripped up the stairs many times because I end up stepping on it.

When I wash it, so much water is absorbed that the spin cycle can't get the water out. I'm afraid it's going to break my washer! I wanted a cotton robe but this one is overkill on the thickness. It is not at all soft and it must weigh ten pounds!!!

At least that is what it feels like. I was hoping for a luxurious experience and I ended up with a nightmare!

It's too late for me to return it since I bought it last year and I kept hoping it would get softer over time but I waited too long and now I'm stuck with a horrible product. Do not buy this robe, I am begging all of you!

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Reason of review:
Bad quality
Anonymous
map-marker Allentown, Pennsylvania

More of the same - no delivery no customer service

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NEVER order anything from pottery barn! They are known for delayed deliveries, missing items in transit, etc. I ordered a $3000 kitchen table from them the 3rd week of September and it was supposed to be delivered WITHIN 7-10 days to my home. It has now been 17 days and they can't even tell me when it will be received at the local warehouse for delivery to my home. No one you speak to can provide you with any information other than it is "in transit", which it has been for 16 days now or when it will be delivered. I am about a deliver a new baby, got rid of our prior table ahead of time so I wouldn't have to worry about it during this already stressful time, and now have nothing for my family to eat at for several days now. Not to mention half the people I have spoken to have been so rude to me even though they are the ones at fault. AMAZING! I will never order from them again!
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Loss:
$2000
Reason of review:
Problem with delivery

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Marietta, Georgia

I love Pottery Barn!

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First of all....love their stuff and the folks(Deborah, Designer, Jessica and Charles, managers) at my local store (Roswell Road, East Cobb, Marietta, GA) They ALWAYS go out of their way to make sure I'm happy. Although they're busy, they unfailingly are courteous, knowledgeable helpful and accommodating. This is a reminder to always check with your local store before buying anything online. Online the Sicily console was on clearance for $399.00, $40 shipping, $40 surcharge and $33.60 tax for a total of $513.59. Went to "my" store and the same table was $319.97 - $48.00 (catalog promotion trans 15% off), $16.32 local merchandise tax, shipped to store (no shipping fee and no surcharge). Total cost from my store for the same item: $288.29....a savings of $225.30 on a table that was originally sold for $799.99!! But wait there's more! I went home, found a $25 off coupon, called store and they said, "no problem". They returned the purchase I had previously made and then ran it through again with the additional $25 discount!! True, I have to go back to the store to pick it up when it arrives but I think I can manage!! ALWAYS check with your local store before ordering online and make friends with the sales staff
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Pros:
  • Product
  • Furniture
  • Being able to cancel my order
Reason of review:
Good customer service
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