Pottery Barn

After speaking with two representatives, the bottom line was that what I ordered was incorrectly reflected on the website. The description was a 5-piece outdoor cushion set with a side and coffee table.

The description was incorrect; the coffee and side table did not come with it. Both representatives completely agreed that the description was not correct, and it was clearly a typo because the item on their website today is completely different. Actually, according to one of the reps, you can't find the 5-piece cushion set anymore. Bottom line, what I purchased is not what I got.

I got the cushions but PB is not sending me the coffee or side table. They told me they would refund my order and pick up my cushions or I keep what I got and that's that. Clearly, after waiting 2 months to get the cushions, I am not returning them. I understand that things can be misrepresented by accident and had little expectation that they would honor their mistake; however, I did expect a discount on having to purchase the tables that clearly I should have received in my order.

They were clear, they would do nothing. I will look at purchasing my items from their competitors moving forward.

Customer satisfaction is not on their priority list. They have clearly gone downhill over the last few years.

Purchased 4 bedroom furniture items for $7000 with white delivery service after being given 3 estimated delivery dates for the different items. After speaking to customer service multiple times and getting conflicting information, I was informed that all items are held at the delivery center until a single shipment can go out.

Estimated delivery dates provided in the order confirmation are BS (according to customer service rep) and will be possibly 6-12 weeks longer. Customer service rep was honest that the company is a mess and many consumers complain about this issue. No manager available and rep said to google online to find an email to submit complaint as they arent able to assist? The rep said all they are able to do is de-escalate and she is frustrated too.

Not sure what the point of having customer service if they arent able to provide any help or in my case, accurate information (prior rep had said to call back as splitting the delivery would be possible). Long time buyer and first time complaint but will not be purchasing from or recommending this company again.

I ordered a swivel rocker recliner on February 10. It was supposed to be delivered in May.

Then, it was pushed back to June, and we finally received the chair in July. The delivery was two hours later than the scheduled time, and when the chair was unboxed, it was stained and dirty. Customer service said I could get $150, or they would send someone out to clean it. It is now August 10, and the chair has not been cleaned.

I was under the impression that Pottery Barn furniture was some of the best, but I should have noticed that there were no reviews on the site.

Do not buy furniture from Pottery Barn - it's not worth the wait and certainly not worth the cost. I'm very, very disappointed.

Don't order from Pottery Barn - I ordered 3 couches worth over $10,000 from them in November 2023. They were meant to arrive in January but the delivery times kept pushing out.

2 out of the 3 couches finally arrived in March after many calls to Pottery Barn.

I still am waiting to receive the 3rd couch worth about $4500 and have called Pottery Barn more times that I can count. Every time I call I get a different rep who I have to explain the whole story to and every time I get a different story as to why my couch hasn't been delivered.

Finally, one of the reps told me it was lost and that they needed to called the delivery company to confirm it was lost and that they would call me back with an answer. Well, of course they never called me back so I had to.

This time I got a manager and after quite a bit of back and forth, she informed me that my order had been cancelled back in February!

I had never given consent to cancel my order to anyone on there team and I never got notified by any means contact that my order was cancelled.

I don't even know whether I got a refund and when I went to look at the sofa to re-order it, they don't even carry the white performance fabric that I had previously order.

I'm absolutely done with Pottery Barn they have a completely messed up customer service department. Save your self some stress and money and don't order from them.

Customer service at its worst!

My wife placed an order, then called back after a week or so because the item was not available when needed.

Customer Service is through Williams Sonoma.

On the first call, the customer service person assured us that the order was cancelled and my wife should receive a confirmation within 24 hours.

A week later, my wife called again because we had not received any confirmation and the website still showed the item on order. Customer service confirmed that the order cancellation would be expedited and the refund credited to her credit card.

Now, two weeks in, she has not received a confirmation of the cancellation and the website still shows the item being on order.

She called today; customer service said that their system shows the order was cancelled on one part of their system but not cancelled on another part.

Customer service says they have now escalated the request to the admin level, where it should be addressed and corrected.

Customer Service says they will get back to us within 48 hours and confirm the cancellation and credit.

We shall see... Stand by for updates.

Bought a piece of art online , well over $1000 and nowhere at point of sale did it say it was a final sale nor did it say anything but you can return in 30 days of receiving. I also called specifically to check if that was the correct info.

Lo and behold I received a confirmation of order and when I pressed tracking , the art wasnt going to be delivered for 3 months. So I called and canceled the order. Received no email on cancellation so I called again and now was told that its a third party vendor and its up to them whether I can cancel and they will put in the request.

I am livid ! This is so underhanded in so many ways

I used the Pottery Barn App to order a Duvet Cover on 5/19/2024. The app had difficulty selecting the correct color.

I thought I selected the color Brick but the order was processed with the color Fig. After the order was placed I immediately emailed customer service. Got no reply. The next morning I called Customer Service.

This was the first of 6 calls over a 2 week span to cancel this order. The App shows the delivery of the item to be on 7/3/2024. You would think it should be an easy fix. Spoke to 6 customer service people and raised the issue to their manager.

No one ever contacted me with an update. I was told someone would get back to me in 24 hours. Nope. The item is supposedly shipping on 6/3/2024- with the incorrect color- all for me to return it and start over again.

Not worth the frustration, disappointment or irritation! This process is not LEAN. The customer is not valued AT ALL!

They shouldnt offer products that they cant control. I hope no one uses them for wedding registries- as this bride has!