Pottery Barn Reviews and Complaints | potterybarn.com @ PissedConsumer Page 2

Resolved

Vianey Kbm

Vianey Kbm |

Biloxi, Mississippi

Resolved: Waiting for issue to be fully resolved but the customer service person was very helpful and explained the process.

Oct 08, 2023

Updated by user Oct 24, 2023

Company fixed the issue and I have been provided with apology. I contacted Pottery Barn and they gave me a replacement.

Original review Oct 08, 2023

Partial order delivered so I refused the order because the website said I received everything. Waiting on return so I can reorder.

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Jammal Hpa

Product Not Received

Aug 30, 2023

We have been billed for a product that has never arrived. The customer service has been rude, confusing and/or non-existent. Why should I pay for a product that I have not received? They would not!

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Loss:

$95

Cons:

Customer service

Preferred solution: Full refund

User's recommendation: Don't buy from Pottery Barn!

Patrick D Aql

Worst customer service experience imaginable

Jun 29, 2023

1.0

We ordered an open box item (chair) and they sent the wrong thing. I tried to refuse delivery of the wrong item and the delivery person would not take it back. I called customer service to try and get a replacement chair and they will not send a replacement, only a refund. This is entirely their mistake so now my option is to purchase a full price item. I understand their logic, but still I am made to bear the cost of an error that was 100% theirs. CS rep admitted policy wasn't fair. I appealed to everyone up the chain and all said no. This is after we have spent a significant amount of money with them this year (>$10K). This is all absurd. Every other "high end" company I've ever dealt with would have eaten the cost because it was their error. PB is honestly the worst and I will never order from them again. If you do, pray everything goes right because if it doesn't, vou're SOL.

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Loss:

$700

Pros:

Some stuff looks nice

Cons:

Customer service not willing to resolve unhappy customer

Preferred solution: I want my chair and I don't care if it's full price or another open box one

User's recommendation: Avoid like the plague

1 comment

Guest-2354604

Jun 29, 2023

How is your loss $700 if you said they offer a refund?

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Anonymous

Guest-5002830

Buffalo, New York

It’s difficult to get a straight answer

Aug 25, 2023

2.7

Love Pottery Barn. But the red tape to get things accomplished is very frustrating. Lost coffee table that I had to hind down for a month. Just to get products is a chore. Dont get me wrong my house is all pottery barn they need better communication with customers.

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User's recommendation: Shop there but be your own advocate

James S Dju |

Fenton, Michigan

Cancellation of piece of furniture

Feb 14, 2023

2.6

Spouse ordered a side chair for living room. When it was delivered we noticed that there was damage to ribbing on the chair. The delivery person mentioned it too and took picture of it. Upon looking at it we found it could be made to look good with just a little work so we didnt contact Pottery Barn for replacement, just let them know it arrived damaged. Unknown to us the delivery company also reported it as damaged and Pottery Barn initiated another order for a new chair, for which we were charged $1600 for the replacement. Well, we called and cancelled that replacement order as we were satisfied with the repair and didnt want to wait longer. We requested the $1600 be credited back to our charge cardPottery Barn refused, stating that the contract said ANY cancellation would not result in a refund. After weeks of calling and trying to get it reversed, we just gave up. So we are out $1600 for a chair that we didnt order, the delivery company did. Pottery Barn is a rip off.

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User's recommendation: Don’t buy from Pottery Barn unless you are certain you want the furniture.

Francis M Lgk

Francis M Lgk | |

Palm Springs, California

Checking on an order

Feb 23, 2023

I purchased a Pacifica Trundle Sofa on December 2nd 2022, The sofa order stated; 'IN STOCK READY TO SHIP' estimated standard delivery Feb 3rd - Feb 20th 2023 I thought at the time, ready to ship why so long? but in any case that's the way it is... Its now Feb 23rd have not heard from Pottery Barn even through "PissedConsumer.com they said I would hear from them. Its impossible to speak with a person which I find really annoying and uncertain about my much awaited purchase. I have purchased several items through Wayfair recently and the service has been excellent even though we received a broken piece of furniture, I was able to speak with a person, the matter was professionally rectified the turn around was within 5 days. I felt valued and looked after!

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Preferred solution: Deliver product or service ordered

User's recommendation: Shop around for good service... its your hard earned money!

Julia C Uee

Horrible experience received a rocker as a baby shower gift and the purchaser paid for white glove delivery, PB delivered it without the lumbar support pillow and have yet to resolve the issue

Feb 07, 2023

1.2

PI received a rocker as a baby shower gift that is around $1,500, the person who gave it to me also added white glove delivery service so it would be stress free. However, when the rocker was delivered, they did not deliver the lumbar support pillow that comes with it. I have spent hours on the phone trying to get the lumbar support pillow, the customer service and wait times with pottery barn are awful. Every time I talk to someone they tell me something different and every time I have to call its been at least a 20 min wait to talk to someone. It shouldn't be this hard to send me a lumbar pillow that goes with the chair and there is no reason a chair that is delivered with the white glove service should be delivered with out all the parts. I never would have accepted the delivery if I knew it was going to be such a headache to get the lumbar pillow. The chair was delivered early Nov. and it is now Feb, Pottery Barn has yet to fix the issue, even though the chair has been and is currently in stock online. I even had one customer service rep tell me to ask my friend to purchase the chair again, pay for white glove delivery and then when they deliver the new one send the old one back because it didn't have a pillow how that is an actual solution to the problem I will never understand. But I will never purchase anything from Pottery Barn again, this has been one of the worst customer service and order fulfillment experiences I have ever had. I have ordered items off Wayfair and have had a better experience. There is no reason they should be delivering something that is not as advertised, it's a deceptive business practice and Pottery Barns lack of customer service and ability to fix a simple issue is unacceptable.

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Loss:

$250

Pros:

Good looking items

Cons:

Unfulfilled order
Horrible customer service
Awful wait times for customer service

Preferred solution: I would like to receive the lumbar support pillow that goes with the glider and for my friend to be refunded for the white glove delivery service

User's recommendation: Don't purchase anything from pottery barn

Netta D |

Worst Experience I've ever had!

Dec 12, 2022

1.0

Pottery Barn - Worst Experience I've ever had!

I ordered a bed for my daughter. Waited 3 months. On the day it was supposed to be delivered they called and told me a part was missing. They needed 72 hours to track it down. They never called. I called them. They hung up on me twice. Now they want me to place a replacement order and pay MORE! then I payed for the original order. I don't know why anyone buys from them. I'm never doing business with them again.

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Cons:

Bad customer service
Did not get merchandise

Preferred solution: Price reduction

User's recommendation: Stay far far far AWAY!

John S Voe

REALLY FRUSTRATED WITH CUSTOMER SERVICE

Dec 13, 2022

1.0

Not only were they rude but they refused to be helpful. The price of an item dropped after I ordered but before it arrived and they wouldn't honor the new price.

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Loss:

$60

Preferred solution: Price reduction

User's recommendation: Don't buy!

Anonymous

Guest-4306160

Brooklyn, New York

30 days for a backpack warranty?? Really?!?

Jan 18, 2023

2.0

Backpack ripped in top seam less than 2 months of use by a very responsible 1st grader. Not a tear that was caught on something, the stitching was frayed.

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User's recommendation: Get a backpack from llbean

Elizabeth H Vls |

Fort Lauderdale, Florida

WORST experience and waste of time EVER- do not order from Pottery Barn

Sep 13, 2022

1.0

Seven months ago I ordered a custom sectional from Pottery Barn. It was suppose to take six months but it was late. Fine. I can understand that. What I can not understand is them making it somewhere in the world where labor is cheap, sending it across the world to be within 10 minutes of my house and loosing it in their furniture delivery hub! It is there. They know it is there but they can not find it. So my now great choices are to reorder and wait 7 more months or start over. And just to be clear, it took me no less than 27 hours on the phone with them to even find this out!!! They suck!! Do NOT order from them. It is not a covid issue. They are idiots!

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User's recommendation: order from Restoration Hardware or City Furniture- super easy and fast

7 comments

Arbie Ufm

Nov 28, 2022

This was super helpful and am glad i found it. I was just about to order some furniture (sectional and and a couple chairs) and will now go elsewhere.

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Anonymous

Guest-4232742

Wyandotte, Michigan

I received a message that a charge was made on my credit card from Pottery Barn.

Dec 20, 2022

5.0

I received a charge on my Visa card from Pottery Barn. The agent explained what it was for and when I should expect shipment.

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Anonymous

Guest-4198915

Watertown, Massachusetts

Return an item

Dec 07, 2022

1.0

Trying to return a rug. I was sent an authorization number but no bar code for ups. Customer service kept trying but no success. Ill bring it to a store for return instead

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User's recommendation: Order # 373222****15

Candy N Jdx

Awful customer service

Sep 20, 2022

1.0

I went online to check the status of my dining room table set. Some items were ready to ship, and I saw that two chairs were holding up the shipment. Also, the shipping date was pushed back a couple weeks. I called to ask if they could ship the table with the white glove delivery and then ship chairs separate, as I do not have a table right now. Agent was extremely rude, and actually wanted to argue with me, raised her voice and continuously talked over me. It was very clear she did not care about my order or experience. After this, I'll NEVER recommend this business or shop here again.

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Preferred solution: Apology

2 comments

Guest-2272482

Nov 02, 2022

Snowflake, you aren't gong to receive an apology. What good would that be anyhow ?

Rude person ? So what ? You want what you paid for in a reasonable amount of time.

You'd better grow some thicker skin if you've entered the world of material expediting. I think you've embellished part of this story and threatening to boycott a business in the future is not the way to obtain cooperation.

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Oleg B Dhr

Worst customer service

Sep 28, 2022

1.0

This is the worst company to deal with. And their customer service (Pottery Barn Teen) is so terrible that I don't have even words to describe my whole experience. Called them multiple times about delivery and they lied that some parts of my order will be delivered on certain day, but eventually it's never been delivered. Eventually I had to cancel my order and create the return for the items that already have been delivered. And I still have those pieces for them to pick up. They also hung up on me 3 times, they did that in the middle of the call! When I asked to transfer me to a supervisor, they never did that! Also when I spoke to them I could barely hear them, the sound quality was awful.

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Cons:

Worst customer service that hungs up on customers
Still waiting for the return to be completed
Order have never been delivered in full

Preferred solution: Full refund