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Verified Reviewer
New Reviewer

Continual disappointment on many levels

I ordered a chair June of 2020...and the date of arrival continued to be delayed every couple of weeks until I FINALLY was able to cancel it in late January of 2021. My account was billed in FULL for this chair that I did not have and every month I refused to pay INTEREST on an item that I had never received. It was hours each month on the phone trying to get what they called a provisional credit! I gave up after six months ... customer service was rude and did not understand why I was balking at paying interest on an item I had never received.

User's recommendation: Do not shop at Pottery Bsrn.

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ID
#2592817 Review #2592817 is a subjective opinion of poster.
Product
Pottery Barn Outdoor Furniture
Pros
  • Retail store
  • Style
Cons
  • Never receiving ordered item and charged interest
  • Poor communication

Terrible customer service

I purchased a rug online from Pottery Barn. I did not know they charge to deliver to the store. So I immediately call back within five minutes to cancel and they said it was too late and it already been processed. That is nothing more than a ploy to keep you from canceling youroorderorders.endstorehouse.

User's recommendation: Do not shop here. A rip off to customers.

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ID
#2580858 Review #2580858 is a subjective opinion of poster.
New Reviewer

Delayed order

When I place a recent order, I was told that it would be delivered by May 18. Which is my mothers birthday. I went in yesterday to check the status of shipping, and it said now the product has been back ordered. I would not be receiving it till a week or two later. This is extremely frustrating. I was not notified of the back order status. Now I do not have anything for my mom to open on her birthday. The customer service agent just said sorry it should be there in a couple of weeks. Poor customer service.

User's recommendation: Confirm shipping if you are needing a product by a certain date. They did not notify me of a back ordered status.

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ID
#2556381 Review #2556381 is a subjective opinion of poster.
Preferred solution
Let the company propose a solution
New Reviewer

To find out the phone nunber and address of my local Little Rock Store so I can shop instore today

No complaint. Just need to talk to a customer service Resentative for address and phone number for my local Little Rock, AR, 72206 store in order to shop for table napkkins today.
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ID
#2540736 Review #2540736 is a subjective opinion of poster.
Location
Little Rock, Arkansas
Preferred solution
Need to shop for and pick up napkins today in Little Rock, AR
New Reviewer

Returns process intentionally botched on their end

They changed their website to try to make it harder to return items. My item was marked to not ship for a month, but arrived two weeks early. When I needed to return it (because the quality was markedly worse than previous shams Ive purchased) the return was rejected by the computer because technically in their system it hadnt shipped yet. I called and asked for a mailing label to be generated and emailed to me. The link in the email didnt work. When I called again, they generated a second return label which could take a few hours to show up, and May end up in your spam folder. Thats not how email works yall. We arent dumb out here. I will never purchase from them again.
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ID
#2529207 Review #2529207 is a subjective opinion of poster.
Preferred solution
Let the company propose a solution
New Reviewer

Sorry they don't need my business

I purchased $79.00 on 4/19/21 then was going to purchase additional $48.00 on 4/26/21 for wedding gifts - when calling to get delivery charge waived - which is spending over $99.00 ( and not even requesting they credit the $14.00 i already paid) they still wanted to charge an additional $11.00. So they did not get my business today!
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3 comments
#2010879

You can’t be that stupid.

#2010881
@PissedConsumer2010879

Looks like they are.

#2006779

Plan your purchases better. You did not have a $99 order either time.

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ID
#2521536 Review #2521536 is a subjective opinion of poster.
Preferred solution
Apology
New Reviewer

Product failure

Pottery Barn - Product failure
Pottery Barn - Product failure
Pottery Barn - Product failure
I purchased the Tencel Quilt in Steel Blue for a Christmas 2020 gift. The batting is coming through the quilt everywhere. A product should last more than 3 months. My daughter-in-law tried customer service a month ago, with no reply. I have tried to contact Pottery Barn Customer Service as well, and no reply. Very disappointed in the direction Pottery Barn is going.

User's recommendation: My recommendation is to go to Restoration Hardware. At least they care.

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ID
#2492721 Review #2492721 is a subjective opinion of poster.
Loss
$440
Preferred solution
Full refund
New Reviewer

Wrong item sent

I ordered a pillow cover which was supposed to be velvet neina print . Twice wrong item sent. Second item had wrong tag attached. This was told to customer service. Called pissed customer numbet given. Sounded like fax number. No answer.cant smypne take care of this?
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ID
#2481574 Review #2481574 is a subjective opinion of poster.
Preferred solution
Deliver product or service ordered

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Verified Reviewer
New Reviewer

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

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

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Featured
ID
#2478104 Review #2478104 is a subjective opinion of poster.
Loss
$5000
Preferred solution
Full refund

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Verified Reviewer
New Reviewer

Couch is all wrinkled

Our couch isn't even a year old and it's two cushions are all wrinkled. Its just my husband and I so it doesn't get much use. I have pictures that I could send to an e-mail or phone number.
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1 comment
#1996468

You do realize there's a weight limit

ID
#2474540 Review #2474540 is a subjective opinion of poster.
Location
South Portland, Maine

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Verified Reviewer
New Reviewer

Missing order

We had ordered 2 bathroom vanities. They were supposed to have been delivered, approximately, 6 weeks ago. One of them was, finally, delivered yesterday. Somebody from your department was supposed to get back to us regarding the other, still missing, vanity. Any idea where it is?
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ID
#2470445 Review #2470445 is a subjective opinion of poster.
Location
Beverly, Massachusetts

Nightmare!

These are the issues Ive had this year with pottery barn -Ordered a pink rug for my daughters room from PBK and when it finally arrived it was a brown rug from West Elm. So then I tried to reorder the correct rug once again from PBK and it was on back order so I couldnt get it. Still on back order 4 months later -Ordered two leather chairs in August... when they finally delivered in late November they only delivered one chair and said they lost the other. So they said they would rush ship the other chair (in NOV they ordered it) and it is now March and I just got another shipping delay notice that it wont arrive until May. IF it actually arrives in May then it will be NINE months waiting. -Ordered a serving tray from PB in NOVEMBER and it was broken upon arrival. Im still waiting for the replacement and its March

User's recommendation: Beware of shipping delays.

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ID
#2463774 Review #2463774 is a subjective opinion of poster.
Location
Newark, New Jersey
New Reviewer

Order from bridal registry!

Last Saturday, I ordered 3 items off the bridal registry for my nephew and future bride! They are getting married in Florida this Friday March 19, so I didn't want the items delivered until they got home. When you order, dates are shown for delivery and two items were...
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ID
#2460373 Review #2460373 is a subjective opinion of poster.
Service
Pottery Barn Delivery Service
Cons
  • Will never shop with them again
Preferred solution
Let the company propose a solution

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Verified Reviewer
New Reviewer

Resolved: Pottery barn shipping

Update by user Apr 12, 2021

Product delivered and installed.

Original review posted by user Mar 13, 2021
I bought a bed on 11/30/2020, its now 3/13/2021 and I still havent received the bed. The delivery date keeps changing. Pottery barn please contact me.

User's recommendation: Avoid ordering from pottery barn.

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Resolved
ID
#2455670 Review #2455670 is a subjective opinion of poster.
Product
Pottery Barn Bed
Cons
  • Customer service not willing to resolve unhappy customer
  • Non delivery
Loss
$950
Preferred solution
Deliver product or service ordered

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Verified Reviewer
New Reviewer

Save your money, time, and peace of mind.

As a supposedly reputable company that sells high-end furniture and home accessories, words cannot express my disappointment and frustration in dealing with both Pottery Barn and West Elm. I placed two orders on November 5, 2020 spending over $9,000.00: one with...
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ID
#2454977 Review #2454977 is a subjective opinion of poster.
Service
Pottery Barn Customer Care
Pros
  • Great style
Cons
  • No corrective action
  • No visibility
  • No accountability
Preferred solution
Let the company propose a solution