New Reviewer

Terrible Customer service at Pottery Barn

I ordered the Benchwright Dining Table in the Summer of 2010. Around August 20th or so it arrived at my home and was put together. The delivery company did not seem to notice (therefore did not express to me) that the table was clearly still wet and had not dried proper prior to delivery. Upon placing my brand new white leather chairs around the table (not purchased at PB but in Toronto for $1330 with tax/delivery) it came to our attention that the varnish/stain rubbed off onto every chair and stained it. Upon calling a designer we know she suggested products/methods to attempt removal of it - nothing worked. I then called PB. I was asked to email photos to 2 separate people and explain what happened. I did so. I reached a Customer Relations rep who was working on it. Weeks would go by without me hearing anything. NOW - ALMOST FOUR MONTHS LATER this issue is still not resolved. I am stuck with ruined chairs and can say this is the WORST CUSTOMER SERVICE I HAVE SEEN IN MY LIFE. I am constantly told it will be resolved fast and nothing takes this long with claims and yet nothing happens. i do not know how long I am going to wait before pursuing another option here because this is NOT RIGHT. If this company had any clue how to run a company they would have replaced my chairs by now. I am sick and tired of me spending months here of my time tracking people down, calling, emailing etc to get NOWHERE. Last week I was told someone would be in touch from Carl Warren "shortly" surprisingly no one has been. What a jOKE this company is. I am prepared to spend an additional 25 to 30k on furnishing my home starting in January and won't put a penny more into that company.
View full review
4 comments
#226597

This is the woman who wrote the original post! They have finally resolved the issue.

It took a great deal of pursuing on my part and a lot of my time and they didn't go above and beyond the situation in any way, however they are fixing it to my satisfaction so I am at least happy to be done with it and to be able to move on and get myself new chairs. I figured this took nearly four months because it was a larger issue - still no excuse for it to take so long.

And I agree with you Joan that they don't seem to care if you have additional money to spend there. I have never gone through an issue on this scale and hope i never have to again!

#225921

I agree, they have have no customer service. I don't think they care whether you want to spend money or not.

I think they have poor quality furniture that looks good in the store and in the catalog. I think anyone who buys furniture should look at it very closely. Its expensive . Also, Watch delivery.

They don't set up. I had to return a sofa, but it took several calls to customer service and the store, and I spoke to many mangers , and I never had the same person.

I also was prepared to spend additional money on the store, but they don't care. What kind of business runs on this type of service, in this economy?

#223262

WOW WOW WOW i hope you have a positive outcome. This from such a large company?

#222839

I'm sorry to hear. That is terrible to hear they haven't taken care of you on any level by now. Good luck - hopefully they can satisfy things.

View more comments (3)
ID
#211327 Review #211327 is a subjective opinion of poster.
Location
Toronto, Ontario
Loss
$2400

Ordered a table two weeks ago, still not here

My girlfriend and I ordered the Emmet Console Table (not available anymore) two weeks ago. The dude at Pottery Barn said that it was in transit, and would be at the store the following Tuesday. I called that Friday, and the guy said, it would be coming in the next Tuesday. I called back Thursday, and a sales woman, with a snippy attitude, told me that "I will be called when it comes in." Needless to say, we are still waiting, with no word from Pottery Barn. I don't understand why they can't just be honest, and tell us it might take 2-3 weeks for it to be delivered. For the amount they charge for furniture, you would think they could be a little more accommodating.
View full review
1 comment
#238297

make sure they didn't charge you on your credit card from the date it was shipped!!! They tried to do that with me, and the delivery date was 30 days after.

It doesn't take 30 days to ship it from the east coast to the west coast(3 days is more like it). Their scam is that they Charge you the whole amount When it is "shipped". But delivery can be 30 days later. You eat up the interests during the 30 days.

I called them and made them take the item off my credit card until it was within 3 days of shipping, just because it takes them a month to get it to me, doesn't mean they can charge me from their date of shipping! Check your bill.

Just a suggestion. especially for those who wait a while to receive their items.

ID
#210928 Review #210928 is a subjective opinion of poster.
Location
Highland Park, New Jersey

Pottery barn slip cover sofas are poor quality

Beware if you order a slip cover sofa from pottery barn. They fail to inform you that they will not set it up. They fail to inform you that it will not look at all like the store version or the catalog. When you get it you have to put it together. I called the manager at the store, and he told me I should steam the slip covers or send them to the cleaners. I was informed that the store spent a great deal of time getting the sofas to look as well as they did. Shouldn't the customer expect the sofa to look like the store model? The sofa cost $3000.00. I had to return it. Poor quality and poor customer service.
View full review
1 comment
#321374

I have to admit, I too bought a slip cover sofa and was extremely disappoited. First problem was my fault, when they said it was a slip cover sofa I thought they were talking "style" not because it is a slipcover.

2nd it dosen't hang the same on the sofa, i went back to the store and told them that it was to long and had to be tucked in some then could not see see trim binding.

She told me the trim binding wasn't meant to be seen, why kind of BS answer was that. Plus they told me 4wks for delivery what they meant was 8wks for delivery.

ID
#208996 Review #208996 is a subjective opinion of poster.
Location
Sacramento, California
New Reviewer

Flood of catalogs despite repeated calls

I am tired of years of catalogs forced on me- a huge flood of them, many per month. I have called and called. Every time I order I say no catalogs. This seems to me consistent with the companies pure selfishness, low regard for customers, exploitive practices in general. Their products seems to have low quality, and the money paid goes more towards corporate than product. All in all a bad deal. I won't shop there any more. The catalog issue is more offensive given the company's repeated greenwashing. The catalogs always have this huge logo about Environmental Commitment. Apparently they think no one is noticing the landfill full of unwanted catalogs.
View full review
ID
#205991 Review #205991 is a subjective opinion of poster.
Location
Palo Alto, California
Loss
$100
New Reviewer

Pottery Barn Delivered Damaged Furniture

We purchased the Porter Desk through Pottery Barn. The men delivered and put the desk together for us. We recently noticed, when moving the desk to paint, that the corner of the desk is damaged. The wood finish has come off. Because we are beyond our 30 days, Pottery Barn will not replace it. They only offered to send me a wood repair kit. This offer was made after several attempts over several days to contact a customer service manager. With such a high priced and supposedly high quality item, I did not expect Pottery Barn to not stand behind their product. Given the high price of Pottery Barn furniture, the low quality, and the lack of customer service, I will never order from them again, and I suggest that you do the same!
View full review
1 comment
#271949

My personal experience with Pottery Barn is that they allow you to inspect their products after delivery and will replace it if you have a problem. Maybe you dinged it when you moved it for painting.

ID
#202483 Review #202483 is a subjective opinion of poster.
Location
Indianapolis, Indiana
New Reviewer

Pottery Barn Furniture is Terrible. Don't Buy It!

I purchased a Seabury sofa from Pottery Barn in 11/08. The sofa was fairly expensive and described as one of the "finest we've ever offered". The couch was supposed to have a clean, modern lines, but within a month of purchase I noticed the cushions starting to sag. I placed a call to Pottery Barn customer service was told there was nothing they could do and instructed me to follow their upholstery instructions, which I do. I have to rearrange and fluff the couch cusions after each use. I almost cringe anytime someone sits on it knowing I will have to make adjustments as soon as they leave. An upholstery professional came take a look to see if there was anything that could be done. He opened up the cushions and said the foam core is lowest density foam available and the overall construction was sub-par. It would cost me hundreds to try to fix the couch so it's probably going to end up going to the dump sooner than later. Warning to those thinking about buying a Pottery Barn couch or any other piece of furniture from them. Don't do it!!!
View full review
1 comment
#218096

Poor quality dont waste your money they spend their money on marketing!!m :(

ID
#202252 Review #202252 is a subjective opinion of poster.
Location
Seattle, Washington
New Reviewer

Bed Frame ordered twiced by mistake

Ordered a Bed frame on line by mistake I order two, not even 1/2 hour later I was on the phone trying to cancel one order. It has been a nightmare ever since this is a month later according to Pottery Barn I have two Bed frames and have to buy them. I have been told I cannot cancel a Furniture Order no matter what,this was not a special order but a regular catalog order. I spend hours on the phone explaining the problem, I had no choice then to file a complaint with the Attorney General Office.
View full review
ID
#201291 Review #201291 is a subjective opinion of poster.
Location
Lacey, Washington
Loss
$999
New Reviewer

Pottery Barn's seagrass sectional sofa stinks.

We have just purchased Pottery Barn's five-piece, five-cushion, 10-pillow seagrass sectional sofa for $2,500. And, there is a major problem: it has an awful smell. Horrendous. Over-powering. Pottery Barn did NOT alert us to this fact: not on their website, in their...
View full review
10 comments
#1134893

WOW! I am (STILL) literally obsessing over this sectional.

There were 2 things turning me off from purchasing this: the price (which I think I can deal with, seeing that it is handmade) and the seat cushions (only 3" or 3.5" in height). This is the very first review I have come across because I have been searching and found nothing. I am not even sure how popular this is. Thank you so much!

Plus, there are no models in ANY of the stores. Thanks again....

View more comments
ID
#198941 Review #198941 is a subjective opinion of poster.
Location
New York, New York
New Reviewer

FRAUD!!!

My son had been eyeing furniture on PB Teen for 2 years. I thought it way over priced for a 12 year old's room. Finally one day they sent an offer of 10% off total purchase. To increase the savings, we ordered a "set, specially priced if you buy multiple items at...
View full review
2 comments
#1270483

I had similar experience with the stuff your stuff bed. I called to ask why we had not received it in the month I was told we would.

AND they said it had beeb back ordered until two more months. Unbelievable!!!!!!!

View more comments
ID
#198805 Review #198805 is a subjective opinion of poster.
Location
San Diego, California
New Reviewer

All silver products turn pink - NO PB remedy or recourse

I have purchased numerous silver items from Pottery Barn, including jewelery boxes and picture frames. Within a fairly short amount of time, the silver items started to turn pink despite following the cleaning instructions not to use any chemical, but only soft cloth....
View full review
6 comments
#1522920

Silver polish is for silver items. The Potterybarn frames are silver plate over an alloy. Silver polish will not work.

View more comments
ID
#195838 Review #195838 is a subjective opinion of poster.
Location
New York, New York
New Reviewer

Beware of medince cabinet wall cutout info!

ordered the med cabinet, waited for over a month, with three delays. the contractors used the info from the website to build the cutout. the cabinet arrives, and of course it's too big, so they spend half a day rebuilding the wall to fit this piece of junk in. i emailed the company twice about it, but still haven't heard from them. they can neither deliver on time, nor measure properly. i'm irate also because the contractor will charge me for the crew's work, so this cabinet is now worth twice as much if not more. what ***
View full review
ID
#193332 Review #193332 is a subjective opinion of poster.
Location
New York, New York
Loss
$300
New Reviewer

Runaround from Pottery Barn regarding my online order

I ordered a large size Logan entertainment center from Pottery Barn online in June, 2010. After a week or two I received notice that my item was scheduled to be shipped on July 2. On July 1 I received a phone call from someone at PB telling me that my entertainment...
View full review
1 comment
#203860

Glad I'm not the only one who's having problems with an item ordered online. First, I wasn't able to purchase the Antonia Canopy bed online because of a gift card I was using.

Next, it took two trips to the Keysone, Indianapolis store to get anyone to help me complete the purchase (this took about an hour and a half). Then, the credit card company flagged my card because the sales associate tried to ring up the purchase unsuccessfully so many times. Finally, I've been waiting for over a month for the bed to be delivered and had to call at least 3 times to find out any sort of status. The first time, the associate said it had arrived in the distribution center and would take at least another week or two to be delivered (I live only 3 hours from the distribution center, but the way he sounded, it had a better chance of getting there faster if I lived in Dubai).

After they didn't call to set up delivery, I called back and was told they lost the bed and to not call back until someone calls me. Over a month later and I'm still waiting at least another month for it to arrive.

I will not be ordering anything from Pottery Barn again. Ever.

ID
#192653 Review #192653 is a subjective opinion of poster.
Location
San Antonio, Texas
Loss
$3000

Not impressed

I must admit that I love PB designs and color schemes. Every time I open the catalog I am tempted to purchase something but then the price tag and all the supplemental charges catch my eye. Once my husband and I purchased a new home I thought it would be a great time to order something from their online store. I ordered two king-sized duvet covers (very low thread count but over $100) which, judging from the description, included two standard shams. Needless to say, the duvet came alone. I ordered two additional shams which I thought would fit king-sized pillows but no, PB doesn't offer king sized pillow shams. I called customer service and was told that no, they don't offer king-sized shams and that I should just order three standard shams to fill the big bed. How ridiculous! In short, while PB offers fresh designs, their products are sub-standard and overpriced and their shipping charges are exorbitant. I wish they really listened to the multiple complaints their customers have.
View full review
ID
#192438 Review #192438 is a subjective opinion of poster.
Location
Elk Grove, California
New Reviewer

Pottery Barn buyers beware

My husband and I move onto a house from a smaller condo and decided to redecorate our living room. We searched high and low for the perfect couch, and ended our search with a design consultation at Pottery Barn at Lenox Mall in Atlanta. The designer was lovely and spent almost two hours helping us pick chairs, accessories etc. Weeks went by, and we received a call that our furniture was ready for delivery, almost three weeks ahead of schedule. I was thrilled, until I got home from the office. My husband had taken delivery of a solid WHITE couch. (We ordered the white herringbone which is more tan than white.) At this point, I was disappointed, but thought perhaps they had just delivered the wrong couch. I called the store to inquire, and was told "no, you ordered white," to which I replied "no, I ordered the herringbone and I am holding the receipt with the sample fabric stapled to it, it's not white!" I'll save readers the pain of the next few hours, but I'll sum it up by sharing that I was told the sofa I selected was not available in the herringbone fabric and unless I wanted to pick a different one, I was out of luck. Remembering that I originally selected the sofa, and fabric, out of a catalog I went in search. Having just moved, the catalog did not turn up so I decided to check the Pottery Barn website. There next to a number labeled "Pottery Barn Design" were the words "ANY couch available in ANY fabric." I called and was told they could have me my couch, in my fabric (at the original selling price no less) in six weeks. Frustrated and confused, we called the store back again. This time, we were connected to a women named Jen, who tried her best to help us. The last message we received from Jen stated we could keep the wrong couch (kept us from sitting on the floor, since the old couch was donated to make room for the new ) and that they would rush order the new couch. That was about two weeks ago. Yesterday, July 30th - nearly three months from our original order date - we got a message at home stating we either have to return the wrong couch or pay for the correct couch - BEFORE Pottery Barn would make this right for us. I admit it, I flipped out and called the women back at the store in a less than tranquil state of mind. To her credit, she apologized and said she understood our frustration. At the vortex of the issue is apparently Pottery Barn Design, who is unwilling to proceed with constructing the new couch without the old one or the money. Pottery Barn - if you are listening (and based on the messages I am reading you should be) you customers DO NOT CARE if your company has multiple P&L's and/or you are "not allowed" to work across different divisions. At this point, we have no idea if we'll ever get the couch, but opinion of your company has been forever damaged. Finally, to all you employees on the frontline at PB stores - I applaud you because it is very clear your organization does not make it easy, or in this case even possible, to offer the level of customer service you promote.
View full review
3 comments
#211021

Do nor buy a couch! I had to return a 3000 thousand sectional! They told me it would bet set up,but i had to open all the boxes and put on the splip covers.after 2 hours it looked saggy and wrinkled.the store told me i can iron the pieces,steam it or sent it tobe cleaned.there is no customer service!this couch looks nothing like the one in the store.

#172730

I am glad I found this website because I was about to buy a $3000 sectional from PB. Not anymore. I always thought they were overpriced and arrogant but I love their designs.

#171921

Thank you Pottery Barn for making this right.

View more comments (2)
ID
#191787 Review #191787 is a subjective opinion of poster.
Location
Washington, District Of Columbia
New Reviewer

Pottery Barn Outdoor Furniture is Garbage

I purchased almost every piece in the Pottery Barn Chesapeake outdoor furniture set. I spent over $15,000. After just two seasons of use the furniture looks so beat up like it has been sitting outside all year long for 10 years. We only put it out during July and...
View full review
25 comments
#2010699

Agree!! Pottery Barn aught too take all this line back and offer a full credit

View more comments
ID
#189642 Review #189642 is a subjective opinion of poster.
Location
Parsippany, New Jersey
  • 1
  • ...
  • 50
  • 51
  • 52
  • 53
  • 54