Pottery Barn Reviews and Complaints | potterybarn.com @ PissedConsumer Page 4

Anonymous

Guest-3415384

PB cancelled chair order because of error; no notification.

Mar 18, 2022

1.0

Ordered two chairs in January, PB cancelled order w/out notifying me because of a dispute LAST YEAR I filed w/Williams Sonoma over incorrect charge. That dispute had been settled but PB erroneously cancelled w/out giving me a chance to correct the record. I'm told I can reorder chairs w/no chance to expedite, will be weeks if not months until delivery. I won't do business with this worthless company again.

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Cons:

Horrible customer service

User's recommendation: Don't go there.

Dawnell L

Dawnell L |

Meridian, Idaho

You screwed up again!!

Feb 01, 2022

Youre just going to ignore me again, but I just shipped my incomplete order back AGAIN - what is wrong with you guys?? Its been 5 months now! A bed only has 4 basic parts, and you keep sending me just two. Different parts, different days. Is that how you like your stuff delivered?

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Loss:

$1800

Cons:

Are you kidding me with this runaround

Preferred solution: Full refund

User's recommendation: Go to brueners

Anonymous

Guest-3383924

Over priced low quality products.

Mar 05, 2022

1.8

Purchased two plaid Whitaker reversible throws for my sofa and theyre the cheapest most horrible piling *** low quality throws Ive ever purchased in my lifetime! I could have purchased better blankets at the dollar store for a lot less expensive. The cost of these wasnt cheap! Im very disappointed and dissatisfied and after this experience Ive had I will never purchase from them AGAIN! Cheaply made CRAP!

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Loss:

$80

Preferred solution: Let the company propose a solution

User's recommendation: I would not buy anything from from this overrated low quality company again in this lifetime.

Jaima Qoc

Jaima Qoc |

Santa Rosa Beach, Florida

Poor professional from local store where I was employed..

Feb 21, 2022

Poor management. I was hired for holiday help. I was never told when my scheduled would end. I called the managerseveral times to find out when or if my employment was endiing.He never returned any of my four calls.Very unprofessional..PL zzz cl me

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Matthew F Rpw

Sydney, New South Wales

Very poor experience

Dec 18, 2021

1.0

We ordered our daughter a new Q Bed, bedside table and end of bed seat / cushion in June 2021. In September 2021 they called to organise delivery and I advised our new home build was running late. I agreed to pay storage for the items and was advised to give them a weeks notice when ready in December 2021 for delivery. I called last week to organise delivery for next week and was told my order is not ready for delivery. I cant express how frustrating my experience has been communicating with Pottery Barn customer service and their delivery partner ANC. Nobody k owns anything. It is classic right arm doesnt know what left arm is doing. Conflicting information provided and no clarity whatsoever. I love the products but would advise not to use west elm / Pottery Barn. Looking at reviews online most people are having very poor experiences. Matt

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Pros:

Style of the furniture

Cons:

Delivery service
Poor excuses from customer service
Horrendous customer service

Preferred solution: Let the company propose a solution

User's recommendation: Do not buy anything from Pottery Barn if you can’t take it from the shop when you leave!! They are just a nightmare.

amy r Wfh

Horrid customer service

Dec 15, 2021

1.3

HELP. Pottery Barn does not stand behind their products. I purchased and received a Cameron sofa 1 year ago. Quality was embarrassingly horrible. I called and was told we are not allowing a return but we will give you the wrong cushions for replacement and oh by the way heres a razor to remove the pilling of the fabric. Called again and again. It was t until I put a bad review on Facebook that they actually agreed to the return. picked up sofa over 3 mo ago and guess what? They havent processed my refund. Reported them to BBB, still no refund. Are they serious? Ive called a dozen times and sent 2 dozen emails. Same BS response that a refund has been issued. Its a game. They are incompetent. Wheres the refund???

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Loss:

$3300

Pros:

Cheap

Cons:

Poor customer service
Lack of fulfillment
Lack of integrity

Preferred solution: Full refund

User's recommendation: Shop at Ethan Allen. Pay more but you get what you pay for!!!

Kimberly W Hlf

Kimberly W Hlf |

Cumberland, Rhode Island

Where's my loveseat?

Dec 28, 2021

I ordered a loveseat in May of 2021. I was told that due to supply chain issues, I would have to wait until mid-September. It's not almost January and I still don't have a loveseat. I wanted to cancel and was told that I would have to wait until the loveseat arrived and then return it. VERY unhappy. STAY AWAY!

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Preferred solution: Cancel the order

User's recommendation: STAY AWAY

Samantha F Hqy

False Advertising

Dec 02, 2021

1.0

I ordered stockings on cyber Monday for my daughter's first Christmas. It said to 'checkout today for delivery Dec 6th- Dec 9th'. I never get a confirmation email but my card was charged. So I reach out to customer service and get my order number to look it up. The stockings are backordered until the end of April next year!!! Nowhere on the site did it say backordered. I expected to have them the beginning of December like it said on the page. I spent over $100 on these and won't even have them for my daughter Christmas morning. I will not be shopping Pottery Barn again.

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User's recommendation: Beware of Hidden Backorders!!

2 comments

Guest-2101645

Dec 09, 2021

Same here!

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1

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gail a Leu

Order/dhipping

Dec 12, 2021

3.0

I needed to change from home delivery to store pick up. I was told this order was placed for home and it couldnt be changed. The date for home delivery is after Christmas(30) and I need it before then. Thought if I could pick it up I could receive it earlier.

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Preferred solution: Change delivery location and date. Will there still be shipping charges if picked up at the store!

Lisa B Wjw

Denham Springs, Louisiana

Price change

Dec 29, 2021

1.0

I visited Pottery Barn , New Orleans after traveling from Slidell. The lamp I wanted was priced in the store for$510 . After the sales person viewed it online it was a different price. So they wouldnt sell the lamp for the price it was tagged for. The associate removed the tag and told me they could not honor it. I really dont think thats fair!!!!

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Preferred solution: Price reduction

User's recommendation: Check prices in the store with managers before purchasing!

Anonymous

Guest-3321921

Queens, New York

Dishonest claims

Feb 07, 2022

I recently ordered the Logan Entertainment Wall Unit for a price of over $5,000. When I placed the order I specifically asked about their policy of when payment is due. I was told by the sales lady that my credit card will NOT be charged until delivery is made. However when I received my credit card statement i noticed they charged the FULL amount even though I did not receive the furniture. When I called customer service I was told that they shouldnt have charged the full amount. But then when I spoke with the store manager, he said Im required to pay the full amount at time the order was placed. PB does not have any written policy about this, so that they could do whatever they please. I did not authorize them to charge my account prior to delivery of the furniture. This is not right. Why should I pay them in full & then wait months for the furniture. Once they have my money they dont care. This is the second time I ordered furniture from them & both times Im having problems. PB is dishonest. I plan to cancel my order as I dont trust them.

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Preferred solution: Full refund

User's recommendation: Do not buy from pottery Barn

1 comment

Guest-2130024

Feb 07, 2022

Every retail place charges at time of order.

Reply

Helpful

Kara E Efm

Kara E Efm |

Buffalo, New York

Still waiting on replacement for defective purchase.

Jul 19, 2021

1.9

Pottery Barn - Still waiting on replacement for defective purchase.

Original review 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.

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Pros:

Great style
Design

Cons:

Terrible quality
Never received replacement for defective purchase
Quality and customer service

Preferred solution: Deliver product or service ordered

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

Debra S Yye

Katy, Texas

Understanding bill

Dec 18, 2021

5.0

They were very politely and were very knowledgeable and patient. I now understand my bill. I will continue to shop and order from Pottery barn.

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Pros:

Friendly employees

Cons:

Orders take a long time

Preferred solution: Let the company propose a solution

User's recommendation: Love Pottery Barn

Anonymous

Guest-3125041

Brooklyn, New York

Terrible service

Dec 04, 2021

2.5

I gave 2 stars because I actually do like the furniture. However, the process of getting it has been a nightmare that still has not ended. I ordered a sectional and two couches in July. Delivery was estimated to be between mid October and early November. It wasnt. The time frame passed - no info came from PB. I called on numerous occasions only to get different stories from different people. No one seemed to know which end was up. They ended up splitting the delivery with two pieces arriving at the end of November and the last piece, my loveseat, arriving today - Dec 4. I thought this fiasco was finally over until I realized that there were no back cushions on my couch!! I spent ab hour today on the phone, only to be told that someone would be contacting me within 3 days. Meanwhile, they have my money and after 6 months of waiting, I still dont have what I paid for.

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Featured

Keith R Lva

Couch came structurally broken and fabric torn and PB refusing to reimburse me

Mar 28, 2021

2.1

Pottery Barn - Couch came structurally broken and fabric torn and PB refusing to reimburse me

Updated by user Mar 28, 2021

I am encouraging Pottery Barn to contact me ASAP. Social Media will be copied on on all of these details.

I have every detail date time and who I spoke to. It is fraud to tell me you would compensate me for my inconveniences and then once I have the new couch refuse to...

Original review Mar 28, 2021

Ordered a very expensive couch. 12 weeks later it arrived with tears in upholstery and wood frame broken. Took forever for customer service to respond. People from the actual pottery barn store helped more and this was an online purchase. Had to wait another 12 weeks when promised 4-6 rush. They promised a 25% discount and free shipping. I have dates-times and people I spoke with, recordings of conversations (since I knew Ive been told less than the truth before). Now they are refusing to honor the discounts. Worst part is customer service doesnt even try to resolve. Has no care no apology and are just with all due respect not the sharpest tools in the shed. WILL BE RETURNING THIS COUCH FOR A FULL REFUND AND GIVING MY BUSINESS ELSEWHERE. YOU LOST A TWENTY YEAR CUSTOMER. NOT TO MENTION THE LOSS OF THIS COUCH WHICH IS NOW USED AND UNSELLABLE COST FOR YOUR TWO DELIVERIES AND TWO RETURNS. HOURS OF CUSTOMER SERVICE. POORLY RUN COMPANY.

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Loss:

$5000

Preferred solution: Full refund

User's recommendation: Pottery Barn not what they used to be. Customer service should be ashamed of themselves.