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Verified Reviewer
New Reviewer

Worst customer service ever!

Update by user Aug 09, 2021

I have received no information from pottery barn. I called them this morning and was hold for a long time and eventually the line went dead

Original review posted by user Aug 08, 2021
I ordered a custom Californian king bed in January 2021 - the bed was delivered in April 2021 without the bed slats which support the mattress. It is now august and the bed slats will have not arrived. Pottery barn has set two TWO deliveries to deliver the bed slats and BOTH TIMES they did not show up, or call or cancel -

User's recommendation: STAY AWAY - they have zero warranty and zero customer service.

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ID
#2752961 Review #2752961 is a subjective opinion of poster.
Pros
  • Buying from restoration hardware
Cons
  • Poor excuses
  • Disorganization and promised delivery dates - liars
Loss
$600
Preferred solution
I would like my bed slats and for pottery barn to reduce the price of the bed and chair - i have waited 8 months and still nothing. They have set up delivery twice and have not showed either time
New Reviewer

Would not resolve a quality issue on an expensive large wall frame

Purchased a $99.00 wood gallery frame from them less then a year ago and when replacing a picture in it all the metal clasps that hold the picture in the frame broke off. Called customer service and they would not replace. Quoted their 30 day return policy. Its absolutely inexcusable for a company charging exuberant prices for pieces not to back the quality of the item. Do not purchase the wood gallery frames with the metal nibs that bend forward and backward to hold picture in frame. These are junk.

User's recommendation: Do not by wood gallery frames that are held together by the metal nibs.

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1 comment
#2041138

Their return policy is 30 days... You couldn't understand that? Enjoy your frame.

ID
#2727349 Review #2727349 is a subjective opinion of poster.
Pros
  • Beautiful product
Loss
$65
Preferred solution
Full refund

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Verified Reviewer
New Reviewer

Defective furniture

Cheaply made and overpriced! I bought a dining room table over a year ago and it started falling apart. The bolts that connect the stand to the table are falling out. Customer service told me there's nothing they can do after a year and that it's normal wear and tear. So it's normal for an $1100 table to only last a year? They gave me the name of a furniture repair company and said I was on my own. Classy, Pottery Barn. They gave me the name of a furniture repair company and said I

User's recommendation: Expensive furniture should last a lifetime, not a year.

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ID
#2703829 Review #2703829 is a subjective opinion of poster.
Preferred solution
Let the company propose a solution

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Verified Reviewer
New Reviewer

Still waiting on replacement for defective purchase.

Pottery Barn - Still waiting on replacement for defective purchase.
Pottery Barn - Still waiting on replacement for defective purchase.
Pottery Barn - Still waiting on replacement for defective purchase.
Pottery Barn - Still waiting on replacement for defective purchase.
Pottery Barn - Still waiting on replacement for defective purchase.
Pottery Barn - Still waiting on replacement for defective purchase.
Original review updated by user Jul 19, 2021
I purchased a $2,000 table from Pottery Barn. The minute I received it, the top layer of the table started peeling and splintering. I ordered the table in January 2020. I filed a complaint in April 2021. I was supposed to receive my replacement in April. I took off of work to accommodate the scheduled delivery. They called that morning and said I wouldnt get the table as they could not locate it on the dock. Ive called and called. Now I have an email stating I will be receiving the table in Sept.2021. I have ZERO faith in this company.

User's recommendation: DO NOT BUY THIS OVERPRICED JUNK!

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ID
#2694981 Review #2694981 is a subjective opinion of poster.
Location
Buffalo, New York
Pros
  • Great style
  • Design
Cons
  • Terrible quality
  • Quality and customer service
  • No managers on duty to resolve issues
Preferred solution
Deliver product or service ordered

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Verified Reviewer
Junior Reviewer

Delay of shipment

Original review updated by user Jul 14, 2021
Purchased sofa in March and it still isn't here almost 5 months later. Customer service tells me the frame is in que to be delivered however the slipcover and cushions are not. Paying for something I don't have doesn't make me happy.. If there were zero stars for delivery that would be too many

User's recommendation: Do not buy furniture from them.

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1 comment
#2047189

Apparently my post on their FB page got their attention Due to their social media department they were able to research only to find they were waiting for the slipcover which was already on the sofa Sofa was finally delivered and they gave me a substantial discount as well as a gift card They did the right thing

ID
#2683207 Review #2683207 is a subjective opinion of poster.
Service
Pottery Barn Delivery Service
Pros
  • Beautiful and well made furniture
  • Items appear to beautiful and good quality
Cons
  • Delay of shipping
Preferred solution
Deliver product or service ordered

Delay of furniture

Purchased sofa in March and it still hasn't arrived. Customer service says the frame is in the shipping company; however the cushions and slipcover are not. To be waiting almost 5 months and paying for item is not acceptable

User's recommendation: DO NOT BUY FURNITURE FROM THEM.

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ID
#2683179 Review #2683179 is a subjective opinion of poster.
Location
Grass Valley, California

Delayed Shipping

Purchased sofa in March 2121 Still has not been delivered The frame is in the delivery center but slipcover and cushions are missing Normally I wouldnt complain but Im currently paying for an item thats not here

User's recommendation: Do not buy furniture from Pottery Barn.

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ID
#2683136 Review #2683136 is a subjective opinion of poster.
Location
Grass Valley, California

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Verified Reviewer
New Reviewer

Pottery barn is garbage

Pottery barn is garbage
Original review updated by user Jul 01, 2021
I purchased $8000 worth of pottery barn Indio wood collection outdoor furniture. Between dining chairs, sectional, and lounge chairs. After 1 summer (2 months) its absolutely garbage. I used it again the next summer. Again (2months) and its even worse. The wood finish is all peeled or chipped off, all the bolts loose and rusted. It looks as if its 10 years old or just sitting in the rain nonstop. Which it is not. Its stored in a dry shed most of the year. After the first year, I contacted them and they literally could care less.

User's recommendation: DO NOT BUY POTTERY BARN EVER.

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ID
#2648120 Review #2648120 is a subjective opinion of poster.
Cons
  • No accountability
  • Horrible quality and value
Loss
$10000
Preferred solution
Full refund
New Reviewer

POOR QUALITY NAILS STICKING THROUGH

Received a replacement for a damaged AUBREY HALL TREE. The replacement item has 10 nails TOTAL that protrude at the hook rack. 2 of the nails have split the wood. We have pictures to prove it. POOR QUALITY

User's recommendation: WOULD NOT RECOMMEND.

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ID
#2619556 Review #2619556 is a subjective opinion of poster.
Pros
  • Looks nice
Cons
  • Poor quality
Preferred solution
Let the company propose a solution
New Reviewer

Purchased 2 umbrella's back in March. I keep getting bumped on delivery dates. When i purchased there was no talk of back order. I am now being told July 3rd. This is just unacceptable. March i ordere

Blaming on COVID-19 still c'mon man! The product also went on sale offering 50.00 off each item. They did not honor and stated you can cancel the order and re order again but it will delay the order. I said i will pay the extra 100 at this point to avoid even further delays.

User's recommendation: THEY TAKE THE ORDER AND KEEP BUMPING DELIVERY .

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ID
#2618909 Review #2618909 is a subjective opinion of poster.
Product
Pottery Barn Outdoor Furniture
Pros
  • Products are good quality and nice design
Preferred solution
Deliver product or service ordered

No response to email

Not helpful. Repair kit for furniture not available until the middle of August. When I asked for the manufacturer info she gave me a website address that was completely wrong.
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ID
#2616255 Review #2616255 is a subjective opinion of poster.
Location
New York, New York
New Reviewer

Order

I ordered a thermos to be monogrammed like the book bag and lunch box. The first one came with no monogram. Today I got the second one that was supposed to be correct but it has the monogram but it is in the wrong color.
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ID
#2614276 Review #2614276 is a subjective opinion of poster.
Preferred solution
Price reduction
New Reviewer

Replacement of A purchased lamp that was damaged

I returned a damaged floor lamp which pottery barn received on June 3, 2021, but I still havent heard from Pottery Barn as to when I will be receiving the replacement lamp
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ID
#2609946 Review #2609946 is a subjective opinion of poster.
Loss
$373
New Reviewer

Product

Product finish chipping off on new 1200.00 desk. Emailed them about a replacement their response was sorry to hear your having trouble..warm regards. No contact or solution options. Cheap material on office furniture not as the advertise. Added 400.00 home set up when I didnt want it only standard shipping and it was all on back order finding this out after I purchased it.
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ID
#2603223 Review #2603223 is a subjective opinion of poster.
Product
Pottery Barn Desk
Loss
$1200
Preferred solution
Let the company propose a solution

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Verified Reviewer
New Reviewer

Backorders Then Cancels

Pottery Barn - Backorders Then Cancels
Pottery Barn - Backorders Then Cancels
Pottery Barn - Backorders Then Cancels
Pottery Barn - Backorders Then Cancels
I have had approximately 12 items canceled by Pottery Barn in the past 2 months. Some items are to be shipped in a few months, but you get a discounted price if you order now. Then after a month or two on backorder, they cancel your order. They say they ran out of stock.......uh....I knew they were out of stock....I thought the whole point in ordering early was so that you could get more. West Elm, Williams Sonoma, Rejuvenation all do the same. I have posted a few examples, but I have many more.

User's recommendation: Don't order online.

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ID
#2597924 Review #2597924 is a subjective opinion of poster.
Pros
  • Style
Cons
  • Customer service not willing to resolve unhappy customer
  • Customer service and quality
  • Horrible overall customer experience
Preferred solution
Deliver product or service ordered