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1.5 290 Reviews

Pottery Barn Complaints Summary

33 Resolved
245 Unresolved
Our verdict: With Pottery Barn's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Pottery Barn reviews & complaints 290

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9:28 pm EDT
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Pottery Barn charge my credit card without my premission

Pottery Barn Kids customer service department has the worst customer service. They CHARGE MY CREDIT CARD $ 1, 677.33 FOR A BEDROOM SET I DID NOT AUTHORIZE TO ORDER. Thank goodness, I was randomly checking my email when this incoming message pops up in my inbox “Pottery Barn Kids thanks you for your order #XXXXXXXXXXXX”. Furious, I immediately called customer service and CSR who answered the phone was absolutely no help whatsoever. Hang up, same thing, second CSR was no help. Finally, I demanded to talk to a supervisor (Marsha Womack) after waiting 30 minutes. I explain my situation on what had happen and the supervisor said she would cancel the order but it was only like a 98% chance the unauthorized charge would cancel. She had left her phone number, but want return calls now. It originally starting when I was trying to get a 10% off promotion code I received in their latest catalog to work online. I was trying to do a cost comparison between two different bedroom sets I was thinking of buying for my son. So, I called the PB customer department on 8/24/2011 to get some help on getting this promo code to work. They instructed me to enter the source code on the back of the catalog. That didn’t work, so the CSR rep said you could get me a total, but needed my credit card number to run by processing to get a total. I made it very clear I just wanted a total and didn’t want to purchase the bedroom set. I just want a grand total with taxes, shipping, surcharge after the 10% promo code has been applied. She told me it was just needed to get the total, but no purchases would be made. LIE, LIE, LIE, LIE! It didn’t happen that way, the CSR created the order without my permission. THAT IS FRAUD, Right? I really hope Pottery Barn taped my conversation, because this is just insane! I have been on the phone for over 4 hours trying to straighten out this mess. The worse part is….I still don’t know if the order is even cancelled. My credit card says pending and supervisor says I need to call back tomorrow morning to confirm if the cancellation request worked or not. Please, DEAL WITH THE STORES ONLY! THE ONLINE POTTERY BARN CUSTOMER SERVICE IS A JOKE!

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Dwight miller
, US
Dec 27, 2015 5:45 pm EST

These people let you order, then don't tell you its on back order, then cancel the order and never let you know while charging your credit card...we ordered toiletry bags for our granddaughters the first of December...they were in stock per the web site...2 weeks later they; send us the wrong bags...then they tell us they are out of stock, and after waiting another week or so, we call and find out they are out of stock and cancelled our order without letting us know, and they still charged our credit card...this must be illegal...we called the customer service, asked for a manager and waited over an half hour with no answer...I think they put us on hold...after we called back, and waited again, we finally talked to a manager (ya sure) and got a $20 gift card for our trouble...what a joke...these folks will be lucky if they are in business in a year...we had the same problem with a bed we ordered from them as well...I told my wife to cancel the order, I would rather buy cheap crap at target than from these folks...

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4:14 pm EDT
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Pottery Barn liars are wasting my time

Complete idiots run this store, so just go to the location in UTC and save yourself the time and aggravation. When the UTC location called them, while I was standing there, they said they had the two products in stock...gave them my name and cell phone number and they said come on down. That was someone named Becka. After a nice drive and 45 minutes trying to park, I get there and Becka says 'the manager decided not to sell these last two' but we'll order them for you - which I could have done an hour and a half ago in UTC. Call to the manager - Lisa Mota - who immediately throws Becka under the bus...'first I heard of it'. So, thanks Lisa, now I know that at least one of you lied to me. (Time for your management training refresher course, Lisa) Hey, a little common courtesy here! Just call me back and say you ain't GOT IT. How tough is that? These people just don't give a #$%@ about you, so don't bother the ###s at the Fashion Valley location and I suppose they won't bother you. Where I work, you lie to a customer and you get fired. Pottery Barn Fashion Valley? Not so much. I'm sure that Lisa and Becka are still sitting there, filing their nails and ignoring customers like a couple of French waiters.

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reply1987
, US
Aug 21, 2011 4:40 pm EDT
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Call corporate, send them a bill for your gas. :)

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2:05 am EDT
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Pottery Barn defective - returned with discount

Bought a table lamp for $100 that started sparking at the switch. Brought back to Pottery Barn after 30 days but before the 1 year warantee and was given a store credit for $40 less than I paid as it was now on "sale" I did not want a replacement lamp as the one I had almost caused a fire and am now out the money. I will use the store credit and never buy from them ever again

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1:43 am EST
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Pottery Barn trademark infringement/counterfeit items on the web

Heather Gillespie had been selling handcrafted junks using the trademarks of Pottery Barn Kids, Olive Kid, John Lennon, and other Brand new proudcts. On february 2007, Ebay made criminal like Heather sign an agreement not to sell trademarkk infringement products, but for some reason Heather was even able to sell with more than one ebay accounts. The two accounts she used to sell her poorly made trademark infringemnt items are known to Ebay as sister's store. I guess Ebay keep allowing for criminals like Heather Gillespie to continue. Why? Heather is a gold member of Ebay which mean she makes between 10K and 25K per month. Ebay do not want to loose this kind of revenue from Ms. Heather Gillespie AKa Heather Kemmelmeier AKA 3buttonsN2hbows.

Not only is Heather a super evil and unethical creature, she is also the biggest lair, thief, and cheater of the 20th and 21th century. None of the craft itmes she mades is her orignal idea. She stole it from over 20 former ebay sellers. She is shameless and claiming most items are her original. How can a mom claim to care for her 5 kids spend so much time crafting away day and nite? She cares more about money than her kids. She lies to some of her customers she is single mother and on welfare to gain their sympathy when she cannot ship items out on time. In 2005 she hired hired ilegals to help her wih her ilegal business. She sells thousands of junk a month and cares nothing about her children. Now this make Heather a lair, cheater, theif, and an employer of ilegals. The list can growing. Check out all her unhappy customers. Ebay had helped her to remove hundreds of negative feedbacks cuz they don't want to want to loose the high fees that Heather paid them. I feel bad about htose that lost hundreds of dollars by the hands of this super evil double faced woman. If you write her a check, she can just steal your money, so better go through Paypal if you want any of her poorly made junks. Some are even made her her children. Now this mean Heather is not only a theif, lair, cheater, employer of ilegals, but also using child labor (this is ilegal). Can anyone meet anyone that have all these great and wonderful quality as Ms. Heather Gillespie Kemmelmeier. And yes, this most ridiculous woman is married to her partner in crime named Markus Kemmelmeier ph.D. of University Of Nevada at Reno. He does all the shipping of her Trademark Infringement junks to her customers. After knowing this, I would never allow my children to be enroll into any of assoicate professor Markus Kemmelmeier's classes. I don't want my children to be taught by this person that don't know right from wrong.

Well, I should congraduate Ms. Heather Gillespie for her legal union with Markus Kemmelmeier in april of 2005 or was it 2006, after the two conceived a son and a set of twin daughter while Heather was still legally married to her former husband.

I bet the Pottery Barn Kids stockholders and Pottery Barn kids executives really love people like Ms. Heather Gillespie and Markus Kemmelmeier for making hundreds of thousands of dollars using their brand name. I know Ebay love her . Ebay allowed her to sell trademark Infringement products since November 2003 to present.

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Shannon 2011
Salt Lake City, US
Apr 21, 2011 12:13 am EDT

I will be posting this comment on all the complaints against Heather, so pepole can see there are many and they are real people.

Thanks Gotscambyheathergillespie for your PM to my complaint on Heather Gillespie . She is also known as Heather Mccready. Heather knows all the complaints on the web is true, so she cannot take them down. They are written by real people and all she can do now is directing the blame on someone else who used to sell on Ebay? It sound like Heather is tryng to put up a smoke screen (Not surprised), but those that were scammed by her knows the true Heather Gillespie, AKA Heather Kemmelmeier or Heather McCready's true colors.
People post on the web cuz Heather belongs to an Ebay business group (membership) and it the past helped her to remove most of her negative feedbacks. Ebay implemented a new feedback system several years ago. Negative feedbacks will always be removed 12 months from date entered. Heather did so many wrongs to people, so the only options for them is to place the truth about her on the internet and let buyers be awared!
Lastly Heather is not human. I don't know what she is. A witch in the form of a human.

After reading this person's complaint against Heather, I also doubt that PBK and all other brand names allowed Heather (anticyberbullying = Heather gillespie) and a few other handcrafters to infringe on their trademarks. NOne of us care about this other seller she is gong bah, bah, bah on. No one cares cuz she is not the one that scammed so many.
Sorry Heather, you lies are just that!

God bless Ms Heather Gillespie, AKA Heather Kemmelmeier AKA Heather McCready cuz she can't be religious at all. If she is, she would know what goes around comes around.

2 mins ago by Shannon 2011 0 Votes

Here is all the stuff I read about Heather on the website. On these links there are at more than 10 people telling the truth about her. I wonder if Heather is banging her head against the wall now?

/link removed/

/link removed/

http://www.bizclaims.com/Company/3buttonsn2bows-com

http://www.online-complaints.com/22624

http://www.iformative.com/product/3buttonsn2bows-p140745.html

http://livinglovingandbloggingmylife.blogspot.com/2011/03/buyer-beware-of-3buttonsn2bows.html

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6:05 pm EST
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Pottery Barn trademark infrigement/counterfeit items

Pottery Barn Kids along with Ebay Inc. loves the idea of Trademark infridgement or Counterfeit items.
Why? Since late 2003 3buttonsN2bows sold hundreds of thousands of trademark infrigement products on ebay made by Heather Gillispie aka Heather Kemmelmeier with the aid of Markus Kemmelmeier (associate professor at University of Nevada at Reno campus) along with illegals from over the border.

I don't know how stock holders of Pottery Barn Kids feel about this whole thing. Wouldn't mind heraring from them on this complaint.

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There is Karma
New YOrk, US
May 04, 2012 5:28 pm EDT

Ebay's 3buttonsN2bows is one of the biggest trademark infringement of Williams and Sonoma / Pottery Barn Kds products. The proof is all here:

http://myworld.ebay.com/3buttons*n*2bows/?_trksid=p4340.l2559

Heather claim that Pottery Barn Kids gave her the permission to use their trademark to sell her junks on Ebay. Please call Williams and Sonoma up and verify the validity of it before purchasing anything from her. Trademark infrigement is a crime.
[protected]
[protected]
[protected] . Ask for the direct line to their lawyers and report her. Thank you.

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3:27 pm EST

Pottery Barn cannot get refund

Ordered over $500 of linens mostly based around a new comforter, bedskirt, etc. PB immediately sent out sheets & other extraneous items but after several weeks, I called to see when the comforter would arrive & was told it would never be available. Now this was an order placed in September from their October catalog!I sent everything back & I have been playing h*** trying to get my refund. Multiple calls & emails have gotten me promises but no action. Five month later I am still owed $, It was not my fault that the items shown in the catalog never really existed in inventory to be sold! Cannot believe PB values its customers so little.

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1:29 am EST
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Pottery Barn waiting 10 months for crib, charged on credit card

I was 5 months pregnant in May 2010 and had been dreaming of the Pottery Barn “Darcy” crib for my new baby boy. My mother, mother-in-law and I went to Pottery Barn Kids near my home to buy (and pay full price for, being $1, 100) the beautiful crib. I called prior to leaving to make sure they had it in stock. I was told there was only one Darcy crib left and that it was the floor model. I was told we could buy it for a discount which was very exciting to us, being $300. We arrived at the store that day and spoke with the manager. He informed us that they had the Darcy dresser/changing table AND the Darcy crib floor models available for us to purchase at a very discounted price. We immediately bought the dresser/changing table for a discounted price of $200 and an entire set of crib bedding, pillows, books, other toys etc. The crib was not available for us to buy at the moment because they needed to order a new set of hardware from the manufacturer. We agreed to keep in touch with them until the hardware came in and we’d pick up the crib at that time. Months went by. We were constantly in touch with the manager, who was very nice and kept us informed of the situation. The corporate offices would not give him a solid “yes” or “no” answer as to when or if the hardware was to come in at all. We decided to wait until the hardware came in because this Darcy crib was the only one left and was my dream crib. Months went by. He had spoken with the corporate offices many times (as did we at this point) to no avail. They would not give a definitive answer. Finally, the store manager told us he didn’t think the hardware would come in. At this point my baby, Oliver, was almost 4 months old and had been sleeping in his Pack ‘n Play since birth. It had been 7 months since we first walked in to Pottery Barn for the Darcy crib. He felt awful for the situation we were in and with the approval of the Eastern Regional Manager, Linda Carstenson, agreed to sell us another crib for a discount ($500 instead of $1000). We chose the “Larkin” crib (obviously not as cute as the Darcy) instead. I just wanted a crib for my son. Enough is enough. Well, it just so happened the Larkin crib was on backorder. We were informed that the Larkin crib would not be delivered for a month. FINE. WHATEVER. What’s one more month? This was getting more and more ridiculous but I wanted a nice piece of furniture for my son! One that I could afford! We agreed to wait ONE MORE MONTH for this crib. We agreed to these terms: once the crib was delivered, the full price would be paid for by credit card (my mother-in-law’s). When the delivery company set it up, I would call Pottery Barn and tell them I was satisfied. If I was, the discounted price would be adjusted on the credit card, and I would have my crib. If I was not satisfied, the company would disassemble it, take it back, and the money would be refunded immediately. I received a phone call from Pottery Barn’s delivery company, Excella (I’m not positive of the spelling). The truck from Pottery Barn had not made it to their warehouse yet so they did not have the crib to deliver to us. It would be a week late. ANOTHER WEEK. Are you KIDDING ME? I called the Eastern Regional Manager, Linda Carstenson immediately to discuss my concern. I am appalled at this service. I am appalled at this company. I had to leave two messages on her voicemail before she had the poor store manager call me back. He could do nothing in this situation. All he could do was apologize. This had nothing to do with him anymore. He had already done everything he could do and I wanted to speak with someone higher up in the Pottery Barn chain. I asked him to give me Linda’s boss. He gave me the name of Doris Simms (another Regional Manager, higher up). I called her and left a message the same day. Another point to be made: he had a different delivery date in his computer than what the delivery company told me. I spoke with the manager and left the message for Doris on Friday, January 28. It is now Monday, January 31 and I have not heard back from Doris or Linda. I have left three messages on each of their voicemails since Friday. Today, my mother-in-law checked her credit card statement to find $936 charged from Pottery Barn Kids. We have no crib. We have not received a phone call back from a Regional Manager in weeks. I don’t know what to do at this point. All I wanted was a nice crib for my son and now he will be 5 months old in 12 days. This is the worst service I have ever encountered. THE WORST.

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8:36 am EST
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Pottery Barn employee

I am a former employee of Pottery Barn. I worked there for a few months and it was horrendous. I will never work for them again. The treatment of employees is awful and they overwork you without providing adequate breaks. The managers are poor quality and stand there and criticize you. They don't provide ANY type of training from day 1, and when you try to ask an associate for help, they walkie-talkie you and tell you to go "do a once around and greet people" or stop talking...so there is no way to learn or get help. Every second is like walking on eggshells. I've never been so stressed out in my life and I can honestly say that it is not worth the hassle. And most of the people who shopped there were snotty, wanna-be rich people...hello, all the crap is made in INDIA or CHINA...save your money, go to the Dollar Store.

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9:44 am EDT
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Pottery Barn folk art metal weathervane

I received my Pottery Barn catalogue and the next day I tried to order a metal folk art weathervane and I was told I couldn't order it because they didn' t have any. I couldn't believe it. I told them I just received my catalogue the day before but they couldn't do anything for me. If this company were like Nordstroms they would've offered a replacement item for the same price as the weathervane. I bought a hurricne lamp that cost more than the weathervane, guess that was kind of stupid. I had just had surgery the week before for invasive skin cancer and the weathervane was supposed to be kind of a get well gift from my husband. Pottery Barn blew that one. It's the most ridiculous thing I have ever heard of, receiving a catalogue but not being able to order from it. I think it is false advertising which Pottery Barn should take a good look at.

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pobarjenkins
Minneapolis, US
Oct 29, 2010 3:37 pm EDT
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Maybe they ran out? Just because you received that catalogue that day doesn't mean other people did.

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7:00 pm EDT

Pottery Barn terrible furniture

I purchased a Seabury sofa from Pottery Barn in 11/08. The sofa was fairly expensive and described as one of the “finest we’ve ever offered”. The couch was supposed to have a clean, modern lines, but within a month of purchase I noticed the cushions starting to sag.

I placed a call to Pottery Barn customer service was told there was nothing they could do and instructed me to follow their upholstery instructions, which I do.

I have to rearrange and fluff the couch cusions after each use. I almost cringe anytime someone sits on it knowing I will have to make adjustments as soon as they leave.

An upholstery professional came take a look to see if there was anything that could be done. He opened up the cushions and said the foam core is lowest density foam available and the overall construction was sub-par.

It would cost me hundreds to try to fix the couch so it's probably going to end up going to the dump sooner than later.

Warning to those thinking about buying a Pottery Barn couch or any other piece of furniture from them. Don't do it!

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12:49 pm EDT

Pottery Barn fraud

My son had been eyeing furniture on PB Teen for 2 years. I thought it way over priced for a 12 year old's room. Finally one day they sent an offer of 10% off total purchase. To increase the savings, we ordered a "set, specially priced if you buy multiple items at once Don't ever buy a set from this Schlock outfit. It's a lie! We ordered the Stuff-Your-Stuff platform bed system - a bed, two bookcases, a desk and a shelf- and on the same invoice, we ordered a matching dresser, the cushions that go with the bed (which must be ordered separately and custom fit the side and back supports), and an under desk cart.

At the time we placed the order, the bed and the dresser were back-ordered. My invoice states "Available for delivery September 11th and 13th (set and dresser, respectively). Concerned that we would wind up with part of a room, particularly if they discontinue the remaining items, we called the customer service representative prior to placing the order and she assured us that 1. this was their most popular line and would not be d/c'd, 2. they had a contract with the manufacturer to supply the items and they were on order scheduled for delivery on September 11 and 13th; 3 we could arrange with the shipped to have them all delivered at the same time. So now that we have sold my son's old furniture to make room for the new furniture we expected to be delivered this week, we're told it's now b/o'd until December! Turns out that they don't stock "sets" exactly. They ship your set from the available stock of individual pieces. So now they have the bed back in stock, but the bookcases and shelf have sold out and are back ordered, so the entire "set" is back-ordered. When asked to ship the pieces they had and send the rest when available, the *** as dirt woman on the phone told us that they can only ship the set as a whole and that if even one of the pieces is b/o'd, the entire set is b/o'd. So, in other words, if they get the bookcases in from the manufacturer (scheduled to come off b/o Oct. 1) and then get the shelf in (scheduled to come off b/o in December), they might be able to ship the "set". but if, in the meantime, the desk or the bed sell out, then the entire set will become back-ordered again, indefinitely, ad nauseum...

This has all the elements of common law fraud: a promise that was intended by the offerer to be relied on by the recipient(we didn't go out an buy other furniture), was relied on (my son has no furniture) to the detriment of the recipient (did I mention my son has no furniture? - and by the way we have these useless bed cushions and under desk trolley with no bed or desk), and the offerer breached the contract! FRAUD! FRAUD! FRAUD! I am sure that what they are doing is illegal in at least one state and I have a good mind to contact the Attorney General in each state to suggest they pursue legal action against PB.

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Alisa
, US
May 24, 2010 1:17 pm EDT

My husband and I purchased furniture from Pottery Barn February 2010. We were told by two sales people that there was a promotion for zero percent interest financing. There were also signs all over the store advertising this sales promotion as well. This month we received a bill from WFFB (the credit card company that handles Pottery Barn’s financing) and it showed that we were being charged 19% interest. My husband and I have two credit accounts open with other furniture stores where we could have purchased furniture at zero percent interest financing. We called WFFB and were told that our account did not qualify for the promotion since we had purchased the furniture after the promotion had ended. We went into the store and spoke to the manager and were again told that we would not be able to have zero percent financing because the promotion had ended when we bought the furniture. I explained to the manager that we had only bought the furniture from Pottery Barn due to the promotion and that we had been told by two different sales people at the time that the promotion was still active. The manager told us that we would not be able to have the zero percent interest financing. I have asked that we be allowed to return the furniture. The manager has refused since it has been more than 30 days. Part of the sales agreement was that we would purchase the furniture under the terms of the promotion. Since Pottery Barn has not abided by the terms of the agreement, the sale is invalid and we should be able to return the furniture.

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pobarjenkins
Minneapolis, US
Sep 30, 2010 1:26 pm EDT
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I don't see why you had to personally insult the woman you spoke with towards the end. She is probably just doing her job.

What they did was poor. I assume what happened is the first person you spoke with had no idea what they were talking about. But I'm about 99% sure the attorny general would laugh at you for threatening legal action.

Have you tried cancelling the order? If they have sent you some items already, offer to send them back if you can cancel your order completely (Sometimes they will even cut you a deal to prevent cancellation). I have never worked for PB, but I have worked in a furniture store and usually you can cancel orders, especially ones that are so obviously back-ordered (though they should have explained this all to you in the first place).

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12:30 pm EDT

Pottery Barn all silver products turn pink - no pb remedy or recourse

I have purchased numerous silver items from Pottery Barn, including jewelery boxes and picture frames. Within a fairly short amount of time, the silver items started to turn pink despite following the cleaning instructions not to use any chemical, but only soft cloth.

When I phoned Pottery Barn and spoke with Jeanette, she indicated they had no remedy for this problem and they would provide no recourse. Don't waste your money on their product.

I have previously purchased many items through Pottery Barn and am disappointed in their product and service. I will no longer be a customer of Pottery Barn.

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1:07 pm EDT

Pottery Barn runaround

I ordered a large size Logan entertainment center from Pottery Barn online in June, 2010. After a week or two I received notice that my item was scheduled to be shipped on July 2. On July 1 I received a phone call from someone at PB telling me that my entertainment center had color irregularities and would be rerouted back to PB. I would be receiving a new entertainment center to replace the damaged item.

A few more weeks went by. I emailed customer service and was told that my item had already been shipped. I responded by calling the customer service number listed on the web site and was put on hold for something like 30 minutes--had to listen to same annoying 50's scat music over and over. At this point I was so angry I wanted to cancel my order. when an attendent finally came to the phone, he told me that he would provide me with a 500.00 credit to my credit card if I would keep the order open. I agreed. A week later I received a call that my order would be shipped. when the truck showed up it contained an incomplete order--it was just a small piece of the logan entertainment center. I am tired of being put on hold for long periods by customer se4rvice and being jerked around while PB gets interest off my 3000.00 payment. The shipping vendor blames it on PB and PB blames it on the shipping vendor. I am the fool left holding the bag in the middle.

I won't order from PB again.

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2:22 pm EDT

Pottery Barn buyers beware

My husband and I move onto a house from a smaller condo and decided to redecorate our living room. We searched high and low for the perfect couch, and ended our search with a design consultation at Pottery Barn at Lenox Mall in Atlanta. The designer was lovely and spent almost two hours helping us pick chairs, accessories etc.

Weeks went by, and we received a call that our furniture was ready for delivery, almost three weeks ahead of schedule. I was thrilled, until I got home from the office. My husband had taken delivery of a solid WHITE couch. (We ordered the white herringbone which is more tan than white.) At this point, I was disappointed, but thought perhaps they had just delivered the wrong couch. I called the store to inquire, and was told "no, you ordered white, " to which I replied "no, I ordered the herringbone and I am holding the receipt with the sample fabric stapled to it, it's not white!"

I'll save readers the pain of the next few hours, but I'll sum it up by sharing that I was told the sofa I selected was not available in the herringbone fabric and unless I wanted to pick a different one, I was out of luck.

Remembering that I originally selected the sofa, and fabric, out of a catalog I went in search. Having just moved, the catalog did not turn up so I decided to check the Pottery Barn website. There next to a number labeled "Pottery Barn Design" were the words "ANY couch available in ANY fabric." I called and was told they could have me my couch, in my fabric (at the original selling price no less) in six weeks. Frustrated and confused, we called the store back again.

This time, we were connected to a women named Jen, who tried her best to help us. The last message we received from Jen stated we could keep the wrong couch (kept us from sitting on the floor, since the old couch was donated to make room for the new ) and that they would rush order the new couch.

That was about two weeks ago. Yesterday, July 30th - nearly three months from our original order date - we got a message at home stating we either have to return the wrong couch or pay for the correct couch - BEFORE Pottery Barn would make this right for us.

I admit it, I flipped out and called the women back at the store in a less than tranquil state of mind. To her credit, she apologized and said she understood our frustration. At the vortex of the issue is apparently Pottery Barn Design, who is unwilling to proceed with constructing the new couch without the old one or the money.

Pottery Barn - if you are listening (and based on the messages I am reading you should be) you customers DO NOT CARE if your company has multiple P&L's and/or you are "not allowed" to work across different divisions. At this point, we have no idea if we'll ever get the couch, but opinion of your company has been forever damaged.

Finally, to all you employees on the frontline at PB stores - I applaud you because it is very clear your organization does not make it easy, or in this case even possible, to offer the level of customer service you promote.

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1:17 pm EDT

Pottery Barn poor quality

I purchased Pottery Barn outdoor furniture two years ago. I do not live near the coast and I covered and stored the furniture as recommended during inclement weather. The fabric has faded so significantly that the color is not recognizable. The brass screws are rusting and working out of the wood. The "real wood" is chipping and breaking apart. One umbrella I have is not functional. It is the most beautiful, most expensive but cheapest quality furniture that I have ever purchased. So, if you are looking for quality for your money, I would look elsewhere. You will pay big bucks for poor quality.

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Eugene R
, US
Feb 26, 2010 8:37 am EST

I was registered at Pottery Barn for my wedding. I received a set of Salsulito plates, bowls, and coffee mugs as a gift. After about one month I noticed chipping around the sides of the bowls and plates. I have to say I was surpirsed. We were fairly gentle with them. It wasn't the huge gouges you see when dropping or clashing things together. It was numerous chips out of the paint. I went to the pottery barn store twice to exchange the dishes that had chipped for new ones. However, I noticed still more chipping. Finally I decided that the quality wasn't what I was looking for. Especially considering I had the plates for three months only. They did let me return the dishes for a totally new set in a different style. BUT, not without first hearing from the manager that "Oh, that's what they do honey... they're pottery, they chip. I have some just like it, and they chip all the time." I wanted to say, "Well, it sounds like you should return yours too!"

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4:23 pm EDT

Pottery Barn sells defective touch lamps

My opinion? Pottery Barn Kids is terrible. I bought 3 Madison touch lamps and 2 out of three stopped working within 2 years. Since the "warranty" was 1 year, they won't do anything to either replace their worthless product or refund it. I'm sure I'm not the first one to contact them about the problems with the lamps since 2 out of 3 of mine had the issue. If they wanted to build customer loyalty they would have exchanged the lamps -- $250 is nothing to them but means a lot to an individual customer. Don't shop with them!

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9:22 am EST
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Pottery Barn charged $68 to exchange a damaged nightstand

First of all, my husband and I spent over $4000 on a bedroom set from PB. To waive the delivery charges for the nightstands we decided we would purchase them directly from the store. When we got the nightstands home and unwrapped, one of them was badly damaged. PB asked no questions when returning it, but charged us an additional $68 to order a new one as they had no more in stock.

This is ridiculous - The customer should not be charged additional because a store does not have an item in stock. Unfortunatly we had no other option than to pay the additional money in order to complete our bedroom set. I love PB furniture, but unfortunalty will never purchase anything from them again.

I am writing into their main office to let them know of this issue. They deserve the right to know the reason they are losing a valid customer.

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5:03 pm EST
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Pottery Barn employees steal purchased items

The day before christmas I had an item stolen by a pottery barn employee and they took more than 4 days to refund my money after a lot of hard work on my part.

I left my items behind the cash and continued shopping...when I came back to pick my items (2) up there was only one in the bag. The store and the employees refused to admit they had done anything wrong. I will never shop at pottery barn ever again...I'm appalled at the way my situation was handled and will honestly never ever shop there again. Piss poor customer service...and dishonest employees...all this happened at the glades mall in Florida dont go there there is a perfectly good crate and barrel across the hallway to satisfy all your needs.

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10:33 pm EST
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Pottery Barn deceptive coupon language

Pottery Barn is being deceptive about their coupons. They had a promotion this weekend that stated if you printed out this coupon and brought it to any PB store you could get 20 percent and item in the store. Here's the trick though. Pottery Scam doesn't keep any of the higher end stuff on hand. I tried to purchase a table and they said the coupon was only good for stuff they have in stock. Which the coupon didn't state. It didn't say anything about having to be in stock. It just said you had to come to the store to make the purchase rather than doing so online. I used to be a fan of Pottery Barn. Now I just think they're a bunch of cheap, lying scam artists. Stop wasting people's time. It should have been clearly stated in the copy, or at least legal copy that the item had to be "in stock". Which is a very different meaning than "in-store purchase".

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9:43 am EST
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Pottery Barn do not buy

I purchased a Pottery Barn sheet set a little over 4 months ago. The set is completely junk and I would never buy another set from Pottery Barn. The elastic in the fitted sheet had become brittle and just broke in several pieces making the sheets unusable. The cost for the set was over $150. I contacted Pottery Barn customer services and Pottery Barn refuses to exchange the sets since we have only 30 days for returns. Sheets sets that cost over $150 should last much longer than 4 months.

DO NOT BUY this product! It is a complete waste of money. I would highly recommend Eddie Bauer sheets instead. I am very disappointed in Pottery Barn...shame on you.

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Pottery Barn Customer Reviews Overview

Pottery Barn is a popular home decor and furniture retailer that has been in business for over 70 years. The company offers a wide range of products, including furniture, bedding, lighting, rugs, and more. Pottery Barn has received generally positive reviews from customers, with many praising the quality and style of their products.

One of the most commonly cited positive points about Pottery Barn is the quality of their products. Many customers have noted that their furniture and home decor items are well-made and durable, with some even reporting that they have lasted for years. Additionally, many customers appreciate the stylish and on-trend designs that Pottery Barn offers, which can help to elevate the look of any home.

Another positive aspect of Pottery Barn is their customer service. Many customers have reported positive experiences with the company's customer service team, noting that they are helpful, responsive, and willing to go above and beyond to resolve any issues or concerns.

In terms of negative reviews, some customers have reported issues with shipping and delivery. Some have noted that their items took longer than expected to arrive, while others have reported damaged or missing items upon delivery. However, these negative reviews are relatively rare compared to the overall positive feedback that Pottery Barn has received.

Overall, Pottery Barn is a well-regarded home decor and furniture retailer that offers high-quality products and excellent customer service. While there may be some issues with shipping and delivery, the vast majority of customers have had positive experiences with the company.

Pottery Barn In-depth Review

Website Design and User Experience: The website design of Pottery Barn is sleek and user-friendly. The layout is clean and organized, making it easy to navigate through the different categories and find what you're looking for. The search function is efficient and provides accurate results. Overall, the user experience on the website is smooth and enjoyable.

Product Range and Quality: Pottery Barn offers a wide range of products for every room in your home. From furniture to decor items, their selection is extensive and diverse. The quality of their products is exceptional, with attention to detail and craftsmanship evident in each piece. Whether you're looking for modern or traditional styles, Pottery Barn has something to suit every taste.

Pricing and Value for Money: While Pottery Barn's products may be on the higher end of the price spectrum, the quality and durability justify the cost. The value for money is excellent, as their products are built to last and maintain their aesthetic appeal over time. Additionally, Pottery Barn frequently offers promotions and discounts, making their products more affordable for budget-conscious shoppers.

Customer Service and Support: Pottery Barn's customer service is top-notch. Their representatives are knowledgeable, friendly, and always ready to assist with any inquiries or concerns. They provide prompt responses to emails and are easily reachable via phone. Pottery Barn values their customers and goes above and beyond to ensure their satisfaction.

Shipping and Delivery: Pottery Barn offers reliable and efficient shipping services. They provide accurate tracking information, allowing customers to monitor the progress of their orders. The packaging is secure and ensures that products arrive in excellent condition. Delivery times are generally within the estimated timeframe, and any delays are promptly communicated.

Return and Exchange Policy: Pottery Barn has a fair and hassle-free return and exchange policy. They accept returns within a reasonable timeframe and provide refunds or exchanges for eligible items. The process is straightforward, and their customer service team is readily available to assist with any returns or exchanges.

Online Shopping Experience: The online shopping experience at Pottery Barn is seamless. The website is easy to navigate, and the checkout process is simple and secure. Product descriptions are detailed and accurate, providing customers with all the necessary information. The addition of customer reviews and ratings further enhances the online shopping experience, helping shoppers make informed decisions.

In-Store Experience: Visiting a Pottery Barn store is a delight for home decor enthusiasts. The stores are beautifully designed and well-organized, creating an inviting atmosphere. The staff is friendly and knowledgeable, offering assistance without being pushy. The in-store experience allows customers to see and feel the products firsthand, making it easier to make purchasing decisions.

Sustainability and Ethical Practices: Pottery Barn is committed to sustainability and ethical practices. They prioritize responsible sourcing of materials and strive to minimize their environmental impact. They also support various charitable initiatives and give back to the community. Customers can feel good about supporting a brand that values sustainability and ethical practices.

Overall Rating and Recommendation: Pottery Barn is a reputable brand that consistently delivers high-quality products and exceptional customer service. Their website design and user experience are excellent, making online shopping a breeze. The in-store experience is equally enjoyable, with well-designed stores and knowledgeable staff. While their products may be on the pricier side, the value for money is undeniable. With their commitment to sustainability and ethical practices, Pottery Barn is a brand worth recommending. Overall, I give Pottery Barn a 5-star rating for their outstanding products, customer service, and commitment to excellence.

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Phone numbers

800 1500 2222 1888 779 5176 More phone numbers

Website

www.potterybarn.com

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