Pottery Barn Reviews and Complaints | potterybarn.com @ PissedConsumer Page 3

Nancy O Riu

Sheets fell apart after laudering

Sep 29, 2022

1.0

Original review Sep 29, 2022

I purchased an extremely expensive set of sheets for my guest room ($314 for set).The fitted sheet split after only 5 times being laundered. I used the warm cycle and moderate heat to dry on the shortest setting to launder these sheets. The fitted sheet literally ripped the entire length of the bed after stretching it over the mattress (which was not a tight fit). I did not use bleach, just a gentle laundry detergent. I called PB customer service and they did not offer to send another sheet. They said basically they are off the hook since i made the purchase more than a month ago.

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Loss:

$314

Cons:

Horrible customer service
Poor quality

Preferred solution: I simply asked for another fitted sheet, they refused and said it had been more than a month since purchase

User's recommendation: Do not purchase from this company, they have horrible customer service

2 comments

Guest-2272481

Nov 02, 2022

Who spends $314 for sheets ? P.T.

Barnum : "There's one born every minute". Always examine products immediately for suitability ; you've admitted that you blew the exchange period.

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Judi B Xaf

Broken items

Aug 22, 2022

3.3

I have received broken orders twice lately . When I called to talk with customer service I was on hold for a really long time. This has happened to other people too. You don't have return service where the item can be packed up and put on the front porch to be picked up. One of my damaged items was a big box and would be very awkward to take to USPS. Customer service said they would give us a return paper to print and put on packages for return. No return label was sent for both of our items. Returning was very difficult and happening frequently.

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Preferred solution: Apology

Michael W Fzj

Lees Summit, Missouri

Non-existent Customer Service

Jul 14, 2022

1.0

It take hours to actually get a customer service representative on the phone who is completely unhelpful. They do not respond to the contact us emails. It is literally impossible to get a resolution. I recently ordered two items, a rug and a rug pad. They were both in stock and were scheduled to be delivered within 10 days. Both items individually show they were received at the delivery center, but both items also say they are awaiting other items in the delivery. I contacted them, and they confirmed that both items were received weeks ago, but never updated to schedule a shipment. They "sent an email to the carrier" but also told me I could call their carrier (Ryder) directly. The first time I contacted Ryder they told me the items were being entered into the system that day (even though Pottery Barn said they were delivered two weeks ago) and I'd receive a call for delivery within 24 to 48 hours. After three days I called Ryder again, who said the items were not received or received short. After two weeks and multiple calls and hours spent on hold there is still no resolution and Pottery Barn still has $1400 of my money. Worst customer service and experience. I will never buy anything from them again.

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Loss:

$1400

Cons:

Customer service

Preferred solution: Full refund

User's recommendation: Do NOT order multiple items

Kristin R Iso

Hudson, Wisconsin

Extremely dissatisfied with furniture

Aug 19, 2022

Pottery Barn believes that furniture purchased should not hold up past a year and describes furniture that needs repair after only one year as "normal wear and tear" and my responsibility to pay for and fix. The attachment piece that holds a chaise to the sofa broke off from the nails and rather than repairing this as it requires the fabric to be lifted, is willing to lose a customer that has been loyal over the years. Very sad. I will never order again from Pottery Barn or any of their affiliates.

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Pros:

Looks good on paper

User's recommendation: Don't buy from this company. I have bought far less expensive furniture that held up better and the company stood behind their products.

Calah Gfj

Calah Gfj |

Mount Laurel, New Jersey

Issued

Jul 10, 2022

1.0

I paid $300 for shipping and assembly on two items assuming that the shipping and assembly would be for both items in the order. One item was dropped off not assembled late in the night. I was told it was a miscommunication on my part and I still have to pay the $300. I dont understand why the assembly would only apply to one piece of furniture in the same order. I was talked down to and dismissed. I feel like the issue is very straight forward and I was gaslighted and told this was my fault for assuming shipping and handling would apply to my entire order. This makes no sense to me and Im very disappointed. I have a heavy large piece of furniture I need to assemble and I still have to pay $300.

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Larry K Oab

Pottery Barn is run by thieves.

Jun 21, 2022

1.0

Placed an order on Black Friday 2021. They took my money. Checked the order status, it stated the order was shipped. Kept checking the website with no change in the status and package never showed. Checked the website on 5/17/2022 and my order disappeared from the site. I called customer service, they said that they will look into it and get a resolution in 30 days or my money back. My order reappeared on the site. As of 6/21/22 no merchandise, no change in the order screen and no refund.

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Loss:

$139

Pros:

Impressive selection
Merchandise looks nice

Cons:

Incompetent people
Merchandise does not exist
Post-purchase customer service

Preferred solution: Full refund

User's recommendation: Stay away.

Anonymous

Guest-3880144

Saint Louis, Missouri

Billed CC…No Shipment

Aug 22, 2022

Purchased coffee table in Jan 22. Waited 6 months and were told product left warehouse several times. On hold over 1 hour with Customer Service 3x. Billed CC. On their stated delivery date, emailed that they couldnt find it in warehouse. Pottery Barn is the worst! Found same exact coffee table with local retailerdelivered in two weeks. Dont deal with incompetent retailers who blame their poor service on COVID.

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

Anonymous

Guest-3846889

Cape May Court House, New Jersey

No happy

Aug 12, 2022

1.0

I needed a new set of hardware for my Sumatra bed. We moved and lost the hardware and they told me they cant and wont send me new hardware. So now I have a bed I cant use

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User's recommendation: Nope never

Anonymous

Guest-3890567

Fuquay Varina, North Carolina

Qs on an area carpet

Aug 25, 2022

I am looking to buy an area carpet. I like many I have seen at PB. I would like it to be toxic free. It is difficult to tell which ones if any are toxic free and also if their carpet pads are toxic free. Many of the area carpets have odor free synthetic latex backing, which I assume makes the area carpet not toxic free. Also be interested to know if their furniture is toxic free. If anyone out there has any advice, it would be more than welcomed.

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User's recommendation: My recommendation is to PB, please clearly list on your products if they are toxic free.

Kathleen D Fvi

Highland Park, Illinois

Trying to talk to someone on line.

May 31, 2022

1.0

I have been on hold for 27 minutes now, trying to return two picture frames I purchased on line. I am not sure what the problem is, this is ridiculous . Pottery Barn needs to hire more people.

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Loss:

$124

Preferred solution: I would like to set up a return and have my Credit card reimbursed.

Kathleen W Jgj

No product and no refund ..still waiting for my $2000 back

Apr 04, 2022

1.3

I ordered a chair that was reported in sti k on January and turns out it was a lie. It was scheduled for mid March but never showed up ..the wrong item was supposedly sent to the distribution center. Now the replacement was backordered so I cancelled. I was promised my refund within 3 to 5 days. Two weeks later it's not processed and they are still investigating. FRAUD IS RIFE WITHIN POTTERY BARN, every time I call I get a new story and more false promises.

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Loss:

$2085

Pros:

Presentation

Cons:

Lie about delivery dates and stock furniture
Lack of delivery
False shipping promises

Preferred solution: Full refund

User's recommendation: Stay far away. Go somewhere else

Lauren H Cuy

Lauren H Cuy |

Still waiting for order

Jan 08, 2022

1.0

We ordered a table which was initially supposed to be delivered 10/2021. Then back ordered to 11/2021, then 12/201, then 02/2022 and I know checked the tracking and estimated delivery is 05/2022 (Im sure that will be postponed again). Im starting to doubt that we will ever get our table. Absolutely ridiculous. Will never order from pottery barn again

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Preferred solution: Deliver product or service ordered

User's recommendation: Don’t order from here, you will never receive the product

2 comments

Canary Oth

Jun 03, 2022

Same for us. We ordered a table in September 2021.

Dates have changed through the year. Now showing October 5-25th. They should be honest and really say how long to wait. We were in a PB store lastweek.

Someone was buying the same table.

Wanted so much to tell them, "Hope you're no in a hurry". So sad!

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Anonymous

Guest-3677700

Las Vegas, Nevada

Staffing unbelievably rude at Green Valley NV location

Jun 16, 2022

Beyond rude. I challenge PB to look into this I have recorded conversations and screenshots.just waiting for anyone to ask

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User's recommendation: So rude

Patricia B Hkw

Upland, California

Compensation

May 12, 2022

No white glove service, did not put my farmhouse canopy bed together. Just took a picture of it and dropped it off!

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Cons:

Terrible delivery

Preferred solution: Price reduction

Karen K Vrs

Atlanta, Georgia

Furniture shipping issues

Mar 20, 2022

1.0

My daughter ordered a four piece bedroom set in August of 2021 The dresser arrived within a month. The bedside table came by UPS, not assembled in March 2022. She paid for white glove service. Every month there is a delay on the other pieces. Extremely frustrating taking time to follow up on this order.

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Pros:

Furnishing styles

Cons:

Lack of integrity and morals
Terrible service

Preferred solution: Deliver product or service ordered

User's recommendation: Do not order furniture from Pottery Barn