Pottery Barn Reviews and Complaints | potterybarn.com @ PissedConsumer Page 5

Rebecca R Jdu

Buying from PB Leaves You with Broken Furniture

Nov 04, 2021

1.3

I ordered a bed from PB that was delivered late. While customer service did address the late delivery, only a few months later one of the metal legs on the bed I ordered bent. PB ordered a replacement part that won't arrive for at least six months. In the meantime, I've been told that by ordering the part they went "above and beyond" and have offered no solution for the lopsided bed I am sleeping on. This is one of the worst experiences I've ever had buying furniture and would not recommend PB or any other Williams Sonoma brand to anyone.

View full review

Pros:

Trendy

Cons:

Reward points were not applied or defective product
Customer service not willing to resolve unhappy customer
Horrible quality and value

Preferred solution: Full refund

User's recommendation: Don't buy from PB. You are paying a premium price for nonexistent customer service.

Donna W Lse

Using Lone Star Shipping for Texas deliveries

Oct 02, 2021

2.9

Lone Star shipping out of Texas is not delivering package on time. The tracking of my two packages showed both scanned minutes apart arriving into their Fort Worth depo/warehouse (?). Only one package scanned out for delivery on Fri, 10/1/21. The other was never scanned out. Yet the box that went out was scanned back in as local delivery delay (I live in Roanoke which is Fort Worth). They show hours on Saturday, but my packages are showing to be delivering on Monday. It seems odd how they scanned one and not the other. I feel the packages never left there. Bad choice of a shipping company. Pottery Barn, you might want to look into this. I am unhappy and will have to rethink ordering if this is the shipper you choose to use. I tried the shipping company and they closed at 1pm(Sat,10/2). I then called Pottery Barn and filed a complaint, but I wanted it in writing so you will hopefully look into this company. They have a number of complaints with the Better Business Bureau . You're making a number of customers frustrated and mad. If you made it possible to pick dishes that are boxed in fours at the store, or ship to store orders for pickup and save the shipping like other large companies. I could understand furniture delivering this way not just dishes. What happened to USPS or UPS? It would have been less aggravation then this. Such a large company, but I feel like the consumer doesn't matter, just our money.

View full review

Cons:

Non delivery

Preferred solution: Let the company propose a solution

User's recommendation: Pottery Barn shipping in Texas

Frances Y Nbv

Pottery barn does not want to replace my flamesless candle

Aug 30, 2021

Potterybarn will not take back the candle which I paid around $70.00 I believe. Doesnt work with new batteries. I was preparing for fall decor and now I am left without the candle. Please help me out. Thank you very much. I also left a message

View full review

Loss:

$70

Pros:

Nice product
Beautiful when working

Cons:

Poor quality

Preferred solution: Deliver product or service ordered

Erin B Ame

Never received an Xmas gift

Dec 22, 2021

Ordered my daughters jewelry box tracking # 313382****20 they said it arrived december9th she never received it Serina Lee in Texas please call me back 707/486****

View full review

Loss:

$150

Preferred solution: Deliver product or service ordered

Donna W Lse

Donna W Lse |

Haslet, Texas

Lone Star Shipping in Texas delays deliveries unnecessarily

Oct 02, 2021

1.0

Lone Star shipping out of Texas is not delivering package on time. The tracking of my two packages showed both scanned minutes apart arriving into their Fort Worth depo/warehouse (?). Only one package scanned out for delivery on Fri, 10/1/21. The other was never scanned out. Yet the box that went out was scanned back in as local delivery delay (I live in Roanoke which is Fort Worth). Lone star has hours on Saturday but my packages are showing to be delivering on Monday. Thats a bunch of crap. It seems odd how they scanned one out for delivery and not the other. I feel the packages never left there. Bad choice of a shipping company. You might want to look into this Pottery Barn. I am unhappy and will have to rethink ordering if this is the shipper you use. I tried the shipping company and they closed at 1pm(Sat,10/2). I called Pottery Barn and filed a complaint, and also sent an email letting them know about their choice shipper in Texas. Lone Star has a large number of complaints with the Better Business Bureau. I only ordered dinner plates/bowls not furniture. Pottery Barn If these could be picked up in the store instead of shipping, it would have been less aggravation.

View full review

User's recommendation: Make sure your shipment isn’t delivering with Lone Star in Texas

Danielle G Ytm

Pottery barn is garbage

Jul 01, 2021

1.0

Original review 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.

View full review

Loss:

$10000

Cons:

No accountability
Horrible quality and value

Preferred solution: Full refund

User's recommendation: DO NOT BUY POTTERY BARN EVER

Jo O

Backorders Then Cancels

Jun 09, 2021

1.8

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.

View full review

Pros:

Style

Cons:

Customer service not willing to resolve unhappy customer
Communication and poor inventory control
Horrible overall customer experience

Preferred solution: Deliver product or service ordered

User's recommendation: Don't order online

Jordan J Dkx

Still Waiting

Oct 24, 2021

2.5

I ordered two pieces of furniture over five months ago and am still waiting. They both say "ready to schedule" but nobody knows where my furniture is. Every customer service rep I talk to has a different answer for me. It sounds like they finally have an answer and have offered me a 15% store credit - but not until my items are delivered. WHICH THEY STILL DONT KNOW WHEN.

View full review

Preferred solution: Deliver product or service ordered

User's recommendation: I still love everything Pottery Barn I own, but will only be shopping IN STORE.

Anonymous

Guest-2984758

Everett, Massachusetts

Dissatisfied

Oct 18, 2021

2.8

I ordered the Carlisle sofa, yes like so many others the delivery was shifted 3 times. It finally came 5 months on, I loved the look but it was not the color of the swatch but close , I just decided to go with it. I am not happy with it, its very uncomfortable despite having ordered the down filling. Every time I spoke to someone in pottery barn they would refer to the sofa as Oh the Carlisle, so beautiful it was almost like a code for the staff. The fabric pulls easily, not impressive. It was fairly expensive but I hope it gets more comfortable.

View full review

User's recommendation: Check reviews thoroughly, although I struggled.

1 comment

Guest-2113563

Jan 06, 2022

I too, bought the Carlisle Sofa. It is the most uncomfortable sofa I have ever had.

The notch at the seam, on the back, isn’t there, it looks like a bus seat, with binding glued on. The cushion latches, are in the wrong place and the cushion doesn’t pop back up when you get up. The fabric stays wrinkled, where you sit.

Over all, I think it is very low quality with a high price tag. This is my first and last purchase from Pottery Barn.

Reply

Helpful

Lorraine S Zup

Pilling on performance tweed

Sep 29, 2021

1.5

I too bought a high end couch wish someone had told me the fabric might pill it looks terrible! I have had very poor customer service in the past so wasnt sure if I wanted the aggravation of even calling!! Very disappointing . I Like the couch horrible fabric. Not sure I would but from them again they arent honest with customers.

View full review

Cons:

Post-purchase customer service

Preferred solution: Let the company propose a solution

User's recommendation: Don’t buy !

Tamara Y Ryb

Terrible shipping, mediocre product

Aug 27, 2021

1.2

I ordered this item in June. I only just received it today (August 27,) after being told a half dozen other delivery dates between June and now. It arrived today in a battered, UNTAPED box, open, and the item was not wrapped in any kind of protective wrapping whatsoever. It was just loose in the box, as if someone had tossed it in there as an afterthought, and because the box was basically open, the item was dirty. The item, even if it was clean, is of mediocre quality; it looks and feels cheap and is not of the quality I'd expect from Pottery Barn. Because you shipped it so carelessly, I will have to clean it before I can use it. last order from Pottery Barn.

View full review

Cons:

Shipping delivery all terrible

Preferred solution: Price reduction

User's recommendation: PB quality is a thing of the past. Avoid!

Chrys Niy

Chrys Niy |

Cape Elizabeth, Maine

Timing

Sep 25, 2021

Got a defective custom couch and recliner ...Took months for them to finally agree to pick them up and give me a refund. Took a few months for me to hopefully get my refund. It's been over a year and haven't received check in the mail yet. Horrible company..

View full review

Kelly H Xqf

Horrible customer service

Sep 16, 2021

1.0

I used a reward certificate as my payment method. They still charged my card. They refused to issue a refund and were only willing to send me a store credit voucher. I dont want to buy anything else from this place ever! This is not the 1st time Ive had issues with pottery barn BUT it will definitely be my last! Save yourself a headache shop elsewhere!!

View full review

Preferred solution: Let the company propose a solution

User's recommendation: Don’t shop here

Jason S Kgz

Defective furniture

Jul 22, 2021

2.2

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

View full review

Preferred solution: Let the company propose a solution

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

Dianne H Pmf

Worst customer service ever!

Aug 08, 2021

1.0

Updated 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 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 -

View full review

Loss:

$600

Pros:

Buying from restoration hardware

Cons:

Disorganization and promised delivery dates - liars
Poor excuses

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

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