Debra S Yye
map-marker Katy, Texas

Understanding bill

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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
map-marker Brooklyn, New York

Terrible service

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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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Keith R Lva

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Verified Reviewer

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

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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.

Rebecca R Jdu

Buying from PB Leaves You with Broken Furniture

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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.
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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

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Verified Reviewer

Using Lone Star Shipping for Texas deliveries

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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.

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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

Pottery barn does not want to replace my flamesless candle
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
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Loss:
$70
Pros:
  • Beautiful when working
  • Nice product
Cons:
  • Poor quality

Preferred solution: Deliver product or service ordered

Erin B Ame

Never received an Xmas gift

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****
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Loss:
$150

Preferred solution: Deliver product or service ordered

Donna W Lse

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Verified Reviewer
| map-marker Haslet, Texas

Lone Star Shipping in Texas delays deliveries unnecessarily

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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.

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

Danielle G Ytm

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Verified Reviewer

Pottery barn is garbage

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Pottery barn is garbage
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.
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Loss:
$10000
Cons:
  • Horrible quality and value
  • No accountability

Preferred solution: Full refund

User's recommendation: DO NOT BUY POTTERY BARN EVER

Jo O

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Verified Reviewer

Backorders Then Cancels

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Pottery Barn - Backorders Then Cancels
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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.
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Pros:
  • Style
Cons:
  • Horrible overall customer experience
  • Customer service not willing to resolve unhappy customer
  • Customer service and quality

Preferred solution: Deliver product or service ordered

User's recommendation: Don't order online

Jordan J Dkx

Still Waiting

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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.
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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
map-marker Everett, Massachusetts

Dissatisfied

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

1 comment
Guest

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.

Lorraine S Zup

Pilling on performance tweed

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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.
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Cons:
  • Post-purchase customer service

Preferred solution: Let the company propose a solution

User's recommendation: Don’t buy !

Tamara Y Ryb

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Verified Reviewer

Terrible shipping, mediocre product

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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.
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Cons:
  • Shipping delivery all terrible

Preferred solution: Price reduction

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

Chrys Niy

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Verified Reviewer
| map-marker Cape Elizabeth, Maine

Timing

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..
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