836 Pottery Barn Reviews | potterybarn.com @ PissedConsumer

Sharlee G Wuk

I was unable to get assistance via customer service after calling 5 times. I was trying to order and use my key rewards and do not have my PIN number.

Nov 26, 2023

4.2

Using key rewards ordering online is not user-friendly. I have had issues before. I should be able to find my PIN either on my statement or on my key rewards. Did not get to place the order due to this. Very disappointed

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Preferred solution: Key reward PIN number.

User's recommendation: Write down key reward numbers and PIN if you can find it.

Wes L Fvz | |

Henderson, Nevada

Horrendous Quality of an Expensive Product

Oct 04, 2023

1.0

Pottery Barn - Horrendous Quality of an Expensive Product

I purchased a leather office chair 15 months ago. I paid almost $1,200 for it and it is now literally falling apart. All of the ball bearings are coming out of the castors and the chair leans to the left. Pottery Barn won't do anything because the chair is more than 12 months old...So a $1,200 chair from them only lasts slightly over a year. They told me they won't take responsibility for the chair because they didn't make it, even though it has Pottery Barn labels on it and it came from a Pottery Barn store. They had an outside manufacturer make it so they are not responsible for the bad quality...seriously, that is exactly what customer service told me. This is incredibly stupid since Pottery Barn is a retail store, not a manufacturer. The only thing worse than their garbage...and expensive...products is their disgustingly bad customer service.

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Loss:

$1168

Preferred solution: The chair repaired. They need to have a news swivel mechanism put on.

User's recommendation: DON'T SHOP HERE!!! You'll be sorry if there is any issue!!!!

joann r Ytp

joann r Ytp |

Ordered monogram children’s chair . the website was confusing some chairs don’t have a size that’s called first chair . so i got the wrong size . we have a chair already and now they don’t match .

Sep 28, 2023

1.6

Pottery Barn - Ordered monogram children’s chair . the website was confusing some chairs don’t have a size that’s called first chair . so i got the wrong size . we have a chair already and now they don’t match .

they will not allow me to return a chair becuase its monogrammed!! the website was not specific . Even the customer service rep agreed !

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Preferred solution: the correct size chair

User's recommendation: order by phone

Alice H Bvx

Duplicate charges

Oct 04, 2023

2.3

Duplicate charges and would much prefer to have my concerns answered in a timely manner via a phone call with a human. As you are running a business I like you my time is important to me and not to become your penpal. This is not customer service but customer aggravation. I brought a set of lives and forks in the amount of $97.65. Invoice Id 241873****258318****-. On my PayPal account it is showing 3 charges Oct2 Sept25 andSept15 Please review and correct by returning monies to my account. I can be reached preferably by phone Thank you

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Preferred solution: Correct over payments/ duplicates.

Resolved

Cherie P Vsk

Resolved: Pottery Barn Incompetence

Sep 14, 2023

1.0

Updated by user Oct 15, 2023

Company fixed the issue and I have been provided with apology.

Original review Sep 14, 2023

I ordered all furnishings for a two bedroom apartment for my daughter for college. Worked with a PB Designer and ordered in April for an August move in. Anticipated delivery of everything for July. In July notified they LOST sofa, two beds and three custom bar stools at different intervals of the white glove service delivery. Never could get the same story for anyone you spoke to there when you actually could speak to someone. Awful experience. The CEO should be embarrassed.

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Preferred solution: My items

User's recommendation: Run don't Walk!

Francine B Mkg |

Pasadena, California

Damaged product with no refund or replacement

Jul 31, 2023

1.0

Bathroom vanity was purchased in January 2023 costing around $3600. Item was delivered in February without a hitch; however it arrived damaged. The granite top was in pieces. It's now almost AUGUST, and six delivery attempts later to deliver a new piece, each time it arrives damaged. PB claiming they will inspect before delivery to ensure it will not be damaged and it comes damaged again each time! I've taken six days off from work to accommodate the four hour window for delivery; i've paid a contractor five times to install and de-install the piece, and I still have nothing. Now the piece sits in my garage broken. My grandchildren have been cut on the sharp edges of the broken granite, I'm out $3600, hours and hours on the phone with customer service, and a piece of junk taking up space in my garage. NEVER. EVER WILL SHOP HERE AGAIN Go to Restoration Hardware or Crate and Barrel. They know how to ship without damage, and their customer service is far superior! All PB will do is offer me a 10% discount towards a new vanity, as if I would ever purchase from them again!

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Loss:

$3600

Pros:

Great design

Cons:

Worst customer service

User's recommendation: STAY AWAY

Anonymous

Guest-5127318

Columbia, Maryland

That’s how I feel

Sep 19, 2023

3.8

First of all it was quite expensive then the color instead of blue as advertised was more of a gray color

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Trung Emp

Trung Emp | |

San Diego, California

Order sent to wrong place

Jul 28, 2023

A catering business called me asking if I could pick up my order at there office in palm beach .since they dont sell back packs. Why was my order sent to the wrong place? Refund requested

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User's recommendation: Don’t order online

Mary R Qii

Order #: 330302****14

Jul 06, 2023

1.8

Hello, I have spent literally hours on the phone trying to get delivery and compensation re: the chair I ordered on January 31, which has been sitting in a warehouse an hour from my house (in Albuquerque) since May 9. I now am told someone will call me at the end of July to schedule delivery end of July! That you charged my credit card the full amount 2 months ago adds to the frustration. This is after another expensive piece I purchased from PB was defective. And I still have no chair. If I ever am to use or recommend Pottery Barn again, I need both the chair and significant compensation to make this situation right. The customer service, ease of contact, coordination at distribution center, and any kind of courtesy or communication with the customer has been abysmal. Please verify this email was received, and what steps are being taken to correct this situation. Thank you, Mary Robinson Re: ORDER #: 330302****14

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Loss:

$1800

Pros:

Nice stuff

Cons:

Quality of the product compared to price

Preferred solution: Price reduction

User's recommendation: Shop in the store and get written commitment on any agreement re: delivery or returns, and get a phone number and name of someone to speak with if any problems. Pottery Barn is VERY hard to call or email. Honestly, I won’t shop there again.

Rosetta M Ehd

Fantastic service

Nov 14, 2023

3.6

Patrick bun have a refund for me and I haven't received it as yet that's why I'm calling Pottery Barns today

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Preferred solution: Full refund

Kade Khk

Prescott Valley, Arizona

Still awaiting my refund

Nov 08, 2023

1.1

I contacted CS to return a coffee table that was falling apart. It was picked up on October 11, 2023, generated by Pottery Barn. So its gone and Im still waiting for my refund. Ive been dropped off the customer service line 3 times while waiting to talk to someone who might help me. So, substandard furniture quality Very substandard Customer Service And theyve stolen $1500 from me.

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User's recommendation: Be careful buying from them

Anne L Rbc

Anne L Rbc |

San Francisco, California

They have thousands of my dollars and cannot find my furniture

Oct 31, 2023

1.8

Original review Oct 31, 2023

I ordered custom-made chairs and beds and a loveseat months ago. I had to accept upon ordering that the items were custom-made and could not be cancelled once ordered. I was sent a notice that some of the items were ready for delivery. And my credit card was charged thousands of dollars for those items. However, when it came time to schedule delivery, they discovered that my delivery address was incorrect: They were using the billing address. And the items had to be transferred to a different warehouse. Now neither Pottery Barn nor the shipping company it hires knows where my paid-for furniture is! As Pottery Barn sits on my thousands of dollars, I have nowhere to sit

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Loss:

$5000

Pros:

Lovely products if can get them delivered

Cons:

Customer service and follow-up unacceptable

Preferred solution: Deliver product or service ordered

User's recommendation: Find another company to buy furniture from

1 comment

Guest-2419202

Oct 31, 2023

I am so worried to not receiving my items

Helpful

Anonymous

Guest-5272490

Allentown, Pennsylvania

Horrible customer service and very disappointed w/cs

Oct 30, 2023

Have called several times regarding bad customer service and poor quality in furniture. I have spent over 10,000. On living room furniture and I cant get them to help me with a stain I have on my $3800. Leather chesterfield Sofa. All I asked for was for them to send me to replacement cushions.

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User's recommendation: Don’t waste your money on furniture from pottery barn

Anne B Osh

Anne B Osh |

Louisville, Kentucky

Contacting customer service

Oct 24, 2023

4.8

I found it rather time consuming to try and reach customer service to see what the hold up is on the delivery of a rug I ordered. I received the pad last week but no rug until next week.

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KATHLEEN S Xwc

KATHLEEN S Xwc |

Oak Brook, Illinois

Non-Delivery of nursery furniture

Oct 14, 2023

2.4

Original review Oct 14, 2023

I purchased a whole nursery for my son and daughter-in-law in July. I do not know how to enter my order# privately. Sorry. Due date is mid-December. Recliner, mattress, conversion kit, crib, extra wide dresser, and nightstand. On my order there were different dates for delivery of what was in stock. We agreed to wait and simply have 1 delivery day which was by November 28. We just received an email that the furniture is backordered until February/March. They will split the delivery and bring the nightstand and recliner. NO CRIB, DRESSER. In chatting online were not helpful. Called the store and we could come in and pick something out that was in stock. They were very matter of fact and not helpful. The store said speaking to my DIL she was okay with waiting. When I talked to her she IS NOT HAPPY AT ALL!!! Will not be purchasing from Pottery Barn again. This is so unacceptable.

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Pros:

Employess are friendly and helpful nice selection

Cons:

Solution given not a great option
Delivery delay

Preferred solution: Deliver product or service ordered

User's recommendation: I'm old and don't know how to show my

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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Contact Information

Website:

www.potterybarn.com

Mailing Address:

151 Union St.

San Francisco, California 94111

United States

Phone:

(888) 779-5176

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Top Pottery Barn Reviews

"I was unable to get assistance via customer service after calling 5 times. I was trying to order and use my key rewards and do not have my PIN number."

"Still awaiting my refund"

I was unable to get assistance via customer service after calling 5 times. I was trying to order and use my key rewards and do not have my PIN number.

Horrendous Quality of an Expensive Product

Ordered monogram children’s chair . the website was confusing some chairs don’t have a size that’s called first chair . so i got the wrong size . we have a chair already and now they don’t match .

Duplicate charges

Resolved: Pottery Barn Incompetence

Damaged product with no refund or replacement

That’s how I feel

Order sent to wrong place

Order #: 330302****14

Fantastic service

Still awaiting my refund

They have thousands of my dollars and cannot find my furniture

Horrible customer service and very disappointed w/cs

Contacting customer service

Non-Delivery of nursery furniture

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

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