shcwife
map-marker Richmond, Virginia

Potter Barn Short Pump is Rude

Dear Customers, Please do not shop at the pottery barn in short pump (Richmond, Virginia). Every time that I have tried to buy something from that store, I have been ignored, talked down to and treated with the worst customer service. The sales associates act like I am bothering them when trying to check out. Guess business must be really booming if it is an incontinent for me to purchase items from the store. The Manager is even worst. Please avoid this store. I do not want anyone to support such a nasty company. Pottery Barn is an example of how not to treat your customers. Thank you.
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1 comment
Guest

Stand clear of ordering online. Long story but if you work F/T M-F, don't expect an in-home delivery to be scheduled around your schedule.

I was told that they do not deliver on the weekends in my area. One of the many problems I've had in this monkey business process.

Had I known this would be an issue, I would have never ordered from there! I've had a furniture delivery scheduled around what works for me from a different vendor so this is total bs!

Jamond Vyf
map-marker Elmhurst, Illinois

Awful service

PB states that you will be called the night before a delivery, after I made 3 calls to the delivery service and the store I finally was given a delivery window for the next day. 30 minutes into the delivery window I received a call that the truck broke down and no deliveries were to be made - only one truck? Rescheduled for following Saturday, same problem Friday before, I called twice and was told how busy they were-I don't care. I was told I would be the 2nd delivery on Saturday. My table (Townsend) arrived, it was put together,I was happy until I opened the top to find that one of the hinges was broken, the wood was split and a screw was missing. I hurried and called the delivery service and sat for 10 minutes waiting-I wanted them to come back and get it but they couldn't. I was told PB would call me back about another delivery-it has been an hour and still nothing. I feel I should just forget getting this coffee table because I can't take the annoyance. Now I have wasted two Saturdays because of PB.
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3 comments
Guest

I hope everyone affected tells their friends and family who are thinking about buying furniture from them. Bad buzz can affect a business and this company deserves bad buzz, they don't get customers even after complaints.

There's no correcting the problems as far as I can tell. They don't seem to give a rats ***!

Guest

Word to the wise: If you work F/T during the weekdays or can't find someone to spot you while you not at your home, stand clear!

Guest

It's unfortunate; however, you were lucky that Saturday is an option. I was told that the in home delivery service can't deliver on the weekends in my area!

WTF kind of *** is that?!! I wish I had known that that's how they roll b/c I wouldn't have ordered from Potterybarn had I known beforehand.

They just have no business sense! I don't know how they are still in business!

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Anonymous
map-marker Newark, New Jersey

Terrible Pottery Barn delivery service

Their delivery service/customer service is careless and extremely inefficient. We've recieved an email from PB back in March 2011 indicating that our sofa was shipped; i had waited for about 2 weeks and when no one called, placed a call to PB cust. service to inquire about the delivery. The answer I got was that the email was perhaps misleading and it would take about 6 weeks for it to travel from their factory to NJ (amazingly we get ship-load of stuff from China in less than 6 weeks; ask the ones in business). Nevertheless, we waited and waited and waited until June 18, 2011. It turns out that our sofa has been sitting in a warehouse in NJ since late April (more than 6 weeks in some warehouse) and they've called and left messages apparently at a number wrong by 1 digit. This was their error too. Our paperwork had the correct number. I then went ahead and dialed the wrong number in their file and guess what; it was "not in service". So, how could they claim to leave messages? not truthful! Never will I give them any business and caution those out there to think twice. By the way, they also had our 2500 bucks for all this time.
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3 comments
Guest

We were told that we could diregard our first credit card invoice as our couch had not yet shipped when the bill arrived 8 weeks after order). They then charged us a late fee for not paying it.

They then offered 10% credit on the total for our problems.

It was not activated on the account. Nothing but lies about delivery date, finance issues....never again.

Guest

Pottery Barn should not sell furniture that needs to be delivered, at least by Excel. Horrible experience all around.

Pottery Barn acts so pretentious but it's service is horrible. I will never buy from them again!

Guest

I do agree about this review I have same experience but I'm still awaiting my sofa, this company is a trash, do NOT buy

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kirstenbeats B
map-marker Manchester, New Hampshire

I paid for a crib...still waiting 10 months

I was 5 months pregnant in May 2010 and had been dreaming of the Pottery Barn "Darcy" crib for my new baby boy. My mother, mother-in-law and I went to Pottery Barn Kids near my home to buy (and pay full price for, being $1,100) the beautiful crib.

I called prior to leaving to make sure they had it in stock. I was told there was only one Darcy crib left and that it was the floor model. I was told we could buy it for a discount which was very exciting to us, being $300. We arrived at the store that day and spoke with the manager.

He informed us that they had the Darcy dresser/changing table AND the Darcy crib floor models available for us to purchase at a very discounted price. We immediately bought the dresser/changing table for a discounted price of $200 and an entire set of crib bedding, pillows, books, other toys etc. The crib was not available for us to buy at the moment because they needed to order a new set of hardware from the manufacturer. We agreed to keep in touch with them until the hardware came in and we'd pick up the crib at that time.

Months went by. We were constantly in touch with the manager, who was very nice and kept us informed of the situation. The corporate offices would not give him a solid "yes" or "no" answer as to when or if the hardware was to come in at all. We decided to wait until the hardware came in because this Darcy crib was the only one left and was my dream crib.

Months went by. He had spoken with the corporate offices many times (as did we at this point) to no avail. They would not give a definitive answer. Finally, the store manager told us he didn't think the hardware would come in.

At this point my baby, Oliver, was almost 4 months old and had been sleeping in his Pack "˜n Play since birth. It had been 7 months since we first walked in to Pottery Barn for the Darcy crib. He felt awful for the situation we were in and with the approval of the Eastern Regional Manager, Linda Carstenson, agreed to sell us another crib for a discount ($500 instead of $1000). We chose the "Larkin" crib (obviously not as cute as the Darcy) instead.

I just wanted a crib for my son. Enough is enough. Well, it just so happened the Larkin crib was on backorder. We were informed that the Larkin crib would not be delivered for a month.

FINE. WHATEVER. What's one more month? This was getting more and more ridiculous but I wanted a nice piece of furniture for my son!

One that I could afford! We agreed to wait ONE MORE MONTH for this crib. We agreed to these terms: once the crib was delivered, the full price would be paid for by credit card (my mother-in-law's). When the delivery company set it up, I would call Pottery Barn and tell them I was satisfied.

If I was, the discounted price would be adjusted on the credit card, and I would have my crib. If I was not satisfied, the company would disassemble it, take it back, and the money would be refunded immediately. I received a phone call from Pottery Barn's delivery company, Excella (I'm not positive of the spelling). The truck from Pottery Barn had not made it to their warehouse yet so they did not have the crib to deliver to us.

It would be a week late. ANOTHER WEEK. Are you KIDDING ME? I called the Eastern Regional Manager, Linda Carstenson immediately to discuss my concern.

I am appalled at this service. I am appalled at this company. I had to leave two messages on her voicemail before she had the poor store manager call me back. He could do nothing in this situation.

All he could do was apologize. This had nothing to do with him anymore. He had already done everything he could do and I wanted to speak with someone higher up in the Pottery Barn chain. I asked him to give me Linda's boss.

He gave me the name of Doris Simms (another Regional Manager, higher up). I called her and left a message the same day. Another point to be made: he had a different delivery date in his computer than what the delivery company told me. I spoke with the manager and left the message for Doris on Friday, January 28.

It is now Monday, January 31 and I have not heard back from Doris or Linda. I have left three messages on each of their voicemails since Friday. Today, my mother-in-law checked her credit card statement to find $936 charged from Pottery Barn Kids. We have no crib.

We have not received a phone call back from a Regional Manager in weeks. I don't know what to do at this point. All I wanted was a nice crib for my son and now he will be 5 months old in 12 days.

This is the worst service I have ever encountered. THE WORST.

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Loss:
$936
Lauren A Lhy
map-marker Parsippany, New Jersey

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 August. After August we bring it inside our shed where it stays nice and dry away from all the elements. The wood finish is dull and scratched all over. The hardware got completely rusted after the first rainfall. Everything creaks and is wobbly.

I regret my decision to purchase this set and I want to warn everyone DO NOT BUY ANY OUTDOOR FURNITURE FROM POTTERY BARN!!!

I spoke to customer service about this and they asked me to send them pictures. I sent over 20 pictures of all the pieces and they said it looked like "normal wear and tear" and there was nothing they could do. They could send someone to come and re-stain it but I would have to pay for it. I already spent $15,000 and then they want me to pay to have it re-stained!?

I explained how my Mom and I have bought so much stuff from them and we will no longer be customers and they did not seem to care at all. I will never buy anything from Pottery Barn again and it is really a shame that they are losing out on such good customers.

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25 comments
Guest

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

Guest

I have the same garbage furniture. Now they have a video of how to refinish it, but who wants to do that.

It's a ton of work. In one year my clear brown wood finish turned to a peeled up gray old wood look on 40% of surface area.

All patchy and nasty looking. It's like some designer came up with it and never considered it would be outside!

Kathryn M Bxp

Long-time customer with an extensive order history for the customer service reps to see, but they really do not care. Pottery Barn's Indio outdoor furniture is GARBAGE.

Purchased two chairs in 2017, both had a ton of the gray paint chip off to a white color by 2018. Called and they offered to return or replace them - I chose to replace them thinking I received a bad batch. Well a year later, here we are again. The seat of one of the chairs is almost ENTIRELY white.

Called in and was told they won't return them, to sand and stain them... if I wanted to do that, I would have bought furniture from Ikea. I even offered to send pictures, but they didn't want to see them of course because that would strengthen my case.

I store the furniture under weatherproof covers when it's cold/inclement weather. Poor quality, and poor customer service.

Guest

Same/similar experience with pb outdoor furniture - do not buy it!

Guest

My parents have had the same problem with this set! They have had it for 5 years, only put it out in the summer and even keep the ugly $200 cover on it when not in use to protect it.

My father brought pictures to the store to show them what it looks like and ask for some direction or assistance and they said there is nothing they can do because it is 5 years old. I would think a $2,500 table and chairs should last 5 years.

Guest

I’m online trying to figure how to repair my *** Chatham *** outdoor furniture. I’ve had for 3 years but started calling PB within 6 months because of chipping and peeling.

It’s been stored indoors except for the summer.

All I want is for PB to refund me the 10k and come and pick up this terrible furniture. So much wasted time — life is too short to buy from PB.

Guest
reply icon Replying to comment of Guest-1482363

They suck and don’t stand behind their stuff

Guest

Agree 100%. I ordered a Chatham Dining Set (including 6 chairs) a year ago, purchased a cover and have kept it covered each winter.

Unfortunately, the finish is wearing off and the table and chairs look terrible (see photos attached). I expect normal wear and tear, but this isn’t how a table of this price should look after only one full season of use.

Guest
reply icon Replying to comment of Guest-1370085

Same thing with the Indio Collection. Plain water from a hose started the peeling process on a chaise lounge, then it rained and the dining table, all three chaises and a couple of chaired peeled.

We had no idea that the furniture was painted as that is not what the description says.

Further, what is beneath the peeled coating is not wood, as the description says, but some type of white plastic. It appears that Pottery Barn is dealing in deception and charging a fortune for it.

Guest
reply icon Replying to comment of Guest-1581969

I purchased the Indio table, 6 chairs and cushions, umbrella and stand last June. It has been a nightmare from the start with the edges chipping.

When a got the table out this spring, I noticed the finish has chipped, leaving white spots all over. It is not wood, I’m sure it’s made from recycled milk jugs. After sending pictures, I’ve been told this is “fading” from the sun because I haven’t covered it when not in use. This IS NOT fading!

It is Chipping! Do not buy Pottery Barn furniture!

It is crap and they do not stand behind it! They are overpriced and deceitful!

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Ann W Eyv
map-marker Atlanta, Georgia

Pottery Barn - Pearl Embroidered Duvet Cover

I normally love Pottery Barn items, but I have Just ordered a Pearl Embroidered Duvet Cover and had it personalized. Unfortunately the Rep failed to tell me that a King/California King are the same size!!! $150 just blown away!! When I called back Customer Service, I had to wait for ages to be answered. Apparently they tell me that all King and California King's are the same size here in the USA ?? Also, all their sham's come in standard size only, regardless of the bed size?? Their Customer Service Rep's really need to be more informative. Has anyone else had similar problems with this Company??
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Minerva J Twn
map-marker Irvine, California

EBay Pottery Barn Duvet & Shams Poor Quality

Recently bought Pottery Barns Duvet and Shams Queen size - Wells Palampore design from ebay. This sold for $200, which means the shams were $50 each. I thought I would splurge on some luxury. Right.

They arrived today. The cream color background looks like dark beige, the material was listed as a cotton-linen blend, but feels like skimpy cotton. The thread count was not listed, but this item looks like 99 thread count, not even the basic 300! The print - oh boy! This print looked so lovely in photographs, but looking at this in person - it looks sordid with dusty colors, not lively and vivid as the photos were. The photos were touched up. This is a huge disappointment, especially paying this hefty price. $50 per pillowcase for this *** feels like being mugged. I cannot get a refund on ebay, but will attempt to get a refund from store, although it seems unlikely for an ebay purchase.

DO NOT BUY ANYTHING FROM POTTERY BARN. It is an overpriced, sweatshop made, collection of cheap, cheap, cheap items, made in India and China with cheap labor, poor quality control, and hefty US prices $$$$.

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2 comments
Guest

Are you serious? Is your comment even relevant or are you taking a break from texting?

Read my post and digest its contents before mouthing off. Switch to reading instead of TV and learn to articulate your thoughts into something readable.

Guest

How is this Pottery Barn's fault?

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jason a Gic
map-marker Paso Robles, California

Will not replace tempur-pedic due to mold on stratton bed

We bought a stratton bed and put tempur pedic on it, within four months bed was sagging to center. Lifted matteress and Ohhhh my God.

There was yellow brown pink yellow black mold down the center of the bed. Called PB and they turn this over to Carl warren a company who handles these issues. What a joke. Person only wants to give four hundred dollars.

And says iy isn't the bed its the matteress. Will I contacted tempur pedic and they said platforms are ok. Not like the answer I was told by C.W. Have done a lot of web checking and found out this is cause by no ventilation between the boxes on the outside.

Just a dead zone in middle with no vents. No mold above boxes on matteress. Heard that this happens on futons and others on this stratton bed. White queen size stratton with boxes.

Anyone else have heard anything about this? Oh yes it looks like I have to take this to small claims.

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Loss:
$3
2 comments
Guest

We at Lull created a Mattress Disposal Guide to help you with 6 simple (as well as socially and environmentally responsible) alternatives to chucking your old mattress into the street and waiting for the garbage men. Option 1.

Donate it. Option 2. Find it a new home. Option 3.

Recycle it. Option 4.Hire a Pick-up Pro. Option 5. Brake it down and reuse it.

Option 6.

break it down and get creative. You can read more at this URL: George Taylor

Guest

Did you ever get this resolved? We have the same problem.

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rachele l
map-marker Bozeman, Montana

The cost of their items just keeps going up.

I have long been a fan of Pottery Barn. I have decorated my whole house with their items. I would dismiss the cost because they do carry high quality furnishings. However, lately the prices seem extreme. Pillow covers that are $50 a piece?! Also some of my more recent purchases have arrived damaged. I tried to exchange a pillow cover that had the zipper torn out of it and was told "maybe you need to learn how to sew." I was also excited when they announced cutting their shipping charges. It seems like the shipping fees have gotten higher. I have begun to look at other stores for merchandise. I love their collections but am tired of the prices and am tired of their customer service.
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Loss:
$3
2 comments
Guest

Have you noticed the price of fuel recently? The higher fuel prices go the more EVERYTHING will cost.

I suppose Harry Potter can teleport it to you for free if you ask nicely. As far as the customer service goes I have always found it to be first class.

Guest

when prices rise things cost more

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interior d
map-marker Collinsville, Illinois

Beware of Pottery Barn

Let the buyer beware. I ordered 4 matching pillow covers and 4 pillow inserts. At the time of my order the items were listed as in stock and ready for immediate shipping. Upon receipt of order two pillow cases were not included in the shipment although the packing slip showed that they were. I called Pottery Barn customer service and was told " Oh, yeah, those are on back order." Weeks go by. I look on line one day and those same pillow covers are shown to be in stock. I contact customer service again and am told mine items will be shipped asap. A week goes by. Today I receive an email notice saying the items are not in stock and won't be available in the near future. I decorated and color coordinated around these items, because I was lead to believe they would be shipped. I have two pillow inserts I cannot do anything with and a half completed project. I cannot get any help from Pottery Barn in trying to order other items cause there is no assurance that anything is really in stock. I will never do business with them again and will, until my dying day discourage others from dealing with such unprofessional behavior.
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Loss:
$150
Anonymous
map-marker Stamford, Connecticut

Pottery barn outdoor umbrella hit my kid.

Pottery Barn umbrella was closed. I have it for 3 years, well kept in-doors during winter. It snapped in two pieces and hit my daughter's foot. Pottery barn will not address issue/replace umbrella or even take it to investigate the umbrella to make sure it does not happen again. Unless your child gets badly injured they will do something about it. They could not care less, put me on hold, nobody helped me. The worse company ever. I already had their hammack which was a recall and my nephew hurt himself. Please give yourself a favor, avoid this company if you have kids.
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1 comment
Guest

I think there is more to this story that you are not telling us. What were your kids doing with the hammock, umbrella?

Don't you think it's odd that an umbrella would just break on it's own accord and hit your kid. Pottery Barn is a red herring for your inability to control your children.

Anonymous
map-marker San Luis Obispo, California

Pottery barn and carl warren stratton bed

Am reporting on pottery barn and carl warren. I posted complaint about pottery barn stratton bed. Carl warren will give you a big go around and will not deal with issues. When you give them facts and reports they still; try to pass the buck on somthing else. Then when you go to pottery barn they say go back to carl warren. This is a company who handles all of pottery barns complaints in calif. Both company just bounces you back and forth. Even when they say they know there is a ventilation problems. Even took a web page about another person who had same issue with mold from a stratton bed. And there responds was will. we will look into it. And here is there famous line. We sold 70 k beds and no one has made a complaint...If you know of anyone with a stratton tell them to look out or if you are thinking about it...DON'T
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Loss:
$1
Anonymous
map-marker San Francisco, California

Pottery Barn/Williams Sonoma Over Rated

I am disappointed in response and attitude by store and corporate staff. I was told I'd receive a response via phone in a couple of days. Over a week later, still no call. Had to go through the whole routine multiple times, only to be decline in the end. Other stores are much better about refund/store credit options. People seem to equate Pottery Barn with quality, but I'm not seeing all that much. Other stores that are less expensive are just as good, if not better. I won't shop PB or WS again. They don't appreciate their customers enough.
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2 comments
Guest

I'm never buying another thing at pbk again that for sure! I was mislead by their "designer service" and purchased my son's entire bedroom from them with the promise that the designer was going to come to my house once the furnitures arrived and help us set up my son's room.

Well, that never happened, all I got was "we are very busy and we'll have to see our schedule", excuses after excuses. Turns out I don't think the designer was even a designer, just another scheme that pbk came up with the mislead you to buy their stuff. Very disappointed!

The sad part is they don't seem to have a problem with lying to you to your face just to make a sale. Totally disgusted!!!

Guest

I'm never buying another thing at pbk again that for sure! I was mislead by their "designer service" and purchased my son's entire bedroom from them with the promise that the designer was going to come to my house once the furnitures arrive and help us set up my son's room.

Well, that never happened, all I got was "we are very busy and we'll have to see our schedule", excuses after excuses. Turns out I don't think the designer was even at a designer, just another scheme that pbk came up with the mislead you to buy their stuff.

Very disappointed! The sad part is they don't seem to have a problem with lying to you to your face just to make a sale.

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mickeydt
map-marker Caledonia, Michigan

Pottery barn kids curtains...cannot be cleaned????

I purchased two rooms full of pbk items for my twin girls when they were born...5 years, i've since moved and we cleaned and stored the curtains we had. When I recently opened the box, we noticed that the curtains were really short...i called pbk and informed them about the issue...their response was that these curtains are not meant to be cleaned...KIDS CURTAINS CANNOT BE CLEANED???? they cannot do anything because of time and their policy and they no longer have this curtain...THEY ARE IN THE CURRENT CATALOG! after insisting she said she would get permission to see what she can do...she returned to the phone with an attitude and basically...no...goodbye. I informed her that I paid a lot for these and I should just spend less since their curtains are apparently disposable. She informed me they should only be spot cleaned and shaken...??????? is that good to be in a child's room...no! so I will not be buying from pbk again...and most families with children with and without allergies should not buy disposable curtains from pbk
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1 comment
Guest

They're not "disposable", they're spot clean or dry clean only. You should have read the package first.

Chauna Tjk
map-marker Toronto, Ontario

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.
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Loss:
$2400
4 comments
Guest

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!

Guest

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?

Guest

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

Guest

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.

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