Pottery Barn Reviews and Complaints | Rating: 2/5 @ PissedConsumer

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

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

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.

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

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.

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

Anonymous

Guest-3383924

Over priced low quality products.

Mar 05, 2022

1.8

Purchased two plaid Whitaker reversible throws for my sofa and theyre the cheapest most horrible piling *** low quality throws Ive ever purchased in my lifetime! I could have purchased better blankets at the dollar store for a lot less expensive. The cost of these wasnt cheap! Im very disappointed and dissatisfied and after this experience Ive had I will never purchase from them AGAIN! Cheaply made CRAP!

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Loss:

$80

Preferred solution: Let the company propose a solution

User's recommendation: I would not buy anything from from this overrated low quality company again in this lifetime.

Lorraine S Zup

Pilling on performance tweed

Sep 29, 2021

1.5

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 !

Dianne H Pmf

Dianne H Pmf |

Austin, Texas

Haven’t Delivered

Aug 15, 2021

1.6

Updated by user Sep 07, 2021

Pottery barn has not delivered my product or resolved the problem

Original review Aug 15, 2021

Pottery barn said my slats will be delivered Nov 14, 2012. That will be 10 months of waiting and they have told me that twice before.

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User's recommendation: Don’t purchase furniture

Jason S Kgz

Defective furniture

Jul 22, 2021

2.2

Cheaply made and overpriced! I bought a dining room table over a year ago and it started falling apart. The bolts that connect the stand to the table are falling out. Customer service told me there's nothing they can do after a year and that it's normal wear and tear. So it's normal for an $1100 table to only last a year? They gave me the name of a furniture repair company and said I was on my own. Classy, Pottery Barn. They gave me the name of a furniture repair company and said I

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Preferred solution: Let the company propose a solution

User's recommendation: Expensive furniture should last a lifetime, not a year.

Kara E Efm

Kara E Efm |

Buffalo, New York

Still waiting on replacement for defective purchase.

Jul 19, 2021

1.9

Pottery Barn - Still waiting on replacement for defective purchase.

Original review Jul 19, 2021

I purchased a $2,000 table from Pottery Barn. The minute I received it, the top layer of the table started peeling and splintering. I ordered the table in January 2020. I filed a complaint in April 2021. I was supposed to receive my replacement in April. I took off of work to accommodate the scheduled delivery. They called that morning and said I wouldnt get the table as they could not locate it on the dock. Ive called and called. Now I have an email stating I will be receiving the table in Sept.2021. I have ZERO faith in this company.

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Pros:

Great style
Design

Cons:

Terrible quality
No managers on duty to resolve issues
Quality and customer service

Preferred solution: Deliver product or service ordered

User's recommendation: DO NOT BUY THIS OVERPRICED JUNK!

Melissa L Bkf

Product

Jun 11, 2021

1.6

Product finish chipping off on new 1200.00 desk. Emailed them about a replacement their response was sorry to hear your having trouble..warm regards. No contact or solution options. Cheap material on office furniture not as the advertise. Added 400.00 home set up when I didnt want it only standard shipping and it was all on back order finding this out after I purchased it.

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Loss:

$1200

Preferred solution: Let the company propose a solution

Jo O

Backorders Then Cancels

Jun 09, 2021

1.8

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:

Customer service not willing to resolve unhappy customer
Customer service and quality
Communication and poor inventory control

Preferred solution: Deliver product or service ordered

User's recommendation: Don't order online

Terri A

Continual disappointment on many levels

Jun 07, 2021

2.2

I ordered a chair June of 2020...and the date of arrival continued to be delayed every couple of weeks until I FINALLY was able to cancel it in late January of 2021. My account was billed in FULL for this chair that I did not have and every month I refused to pay INTEREST on an item that I had never received. It was hours each month on the phone trying to get what they called a provisional credit! I gave up after six months ... customer service was rude and did not understand why I was balking at paying interest on an item I had never received.

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Pros:

Retail store
Style

Cons:

Poor communication
Never receiving ordered item and charged interest

User's recommendation: Do not shop at Pottery Bsrn

Bethany C Ork

Returns process intentionally botched on their end

Apr 30, 2021

1.7

They changed their website to try to make it harder to return items. My item was marked to not ship for a month, but arrived two weeks early. When I needed to return it (because the quality was markedly worse than previous shams Ive purchased) the return was rejected by the computer because technically in their system it hadnt shipped yet. I called and asked for a mailing label to be generated and emailed to me. The link in the email didnt work. When I called again, they generated a second return label which could take a few hours to show up, and May end up in your spam folder. Thats not how email works yall. We arent dumb out here. I will never purchase from them again.

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Preferred solution: Let the company propose a solution

Contact Information

Website:

www.potterybarn.com

Mailing Address:

151 Union St.

San Francisco, California 94111

United States

Phone:

(888) 779-5176

Contact Pottery Barn Customer Service

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Pottery Barn
Reviews and Complaints

Pottery Barn Overview

Media from reviews

They have thousands of my dollars and cannot find my furniture

Non-Delivery of nursery furniture

Duplicate charges

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 .

Order #: 330302****14

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

Over priced low quality products.

Pilling on performance tweed

Haven’t Delivered

Defective furniture

Still waiting on replacement for defective purchase.

Product

Backorders Then Cancels

Continual disappointment on many levels

Returns process intentionally botched on their end

Brands Related to Pottery Barn

West Elm

Williams Sonoma

Pottery Barn Kids

PBteen

Companies Similar to Pottery Barn

West Elm

Crate and Barrel

Restoration Hardware

Wayfair

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