Pottery Barn
reviews and complaints

I made a purchase of $148.21 and used $125 credit card rewards. An item I purchased was rusty so I returned it, and should have received a credit of $42.04. When my bill arrived the $125 rewards credit was not applied and the returned item credit was not on there. I called and was told the $125 credit had been applied THE DAY AFTER MY BILL WAS SENT and the merchandise return was probably still being processed. I called a couple weeks later, as instructed on the first call AND THE RERURN MERCHANDISE STILL HAD NOT BEEN CREDITED. I said I had a refund coming and was not going to pay because the return would cover it. The rep I talked with said not to pay anything because the credit should be showing up any day. Well...it was applied THE DAY AFTER MY BILL CLOSED. I was charged a fee for not paying. When I called I was switched between the credit card people and pottery barn customer rep. I was told my charge card had not been credited because they sent a merchandise credit "gift card". I said I wanted the credit on the charge...that would take 7-10 days. I was then refered back to the credit people and instructed to tell them I did not owe anything. I said that made no sense that Pottery Barn needed to tell them I owed nothing to which she replied "I can't do that."
Customer service beyond poor. Once this mess is straightened out I am canceling my credit card and NEVER SHOPPING AT THIS STore AGAIN.

I purchased bedding for my child for his birthday on August 6th and was ensured that it would be delivered by August 17th for his birthday. Because it had not been delivered by the 14th, I called to inquire about the delivery date. It was told that the warehouse "messed up" and that they would promise that it could still be delivered by my son's birthday. No merchandise was delivered on his birthday and was told it would be an additional 2-3 days. I again called customer service and was told that my order could not be found despite it being withdrawn from my account on 8/7. I will never order any products from Pottery Barn again due to the negligence on their end.

We were renovating a room by redoing everything including paint, flooring, lighting, furniture, bedding and curtain. We planned to get a complete bedroom set which would cost more than $5, 000. We went to every pottery barn store in our area but couldn't find any display of the line we wanted. We had flooring and fabric samples and paint chips in hand and we were willing to settle for a swatch to complete the design. We went to their website to order the wood swatch (which costs $25) but they didn't have the antique white which was used for that line of furniture. We contacted the customer service. They promised to send the swatch so we waited. It never came. We contacted them again and the same pattern repeated, empty promises, never delivered. Finally our contractor couldn't waited any longer so he took on other projects and left and we were still waiting for the swatch. When I finally realized that it would never arrive I questioned them, I got an "apology" and a promise for "future improvement". They didn't offer to make up for it by sending it now, they never mentioned why it was never sent and why they repeatedly told me they would send it.

First of all I don't understand how they expect to sell any furniture without a display and not even a wood swatch, and we are talking about over $5, 000 worth of furniture. Secondly if they didn't plan to send the swatch at all why not telling us outright so we didn't have to waste all this time waiting for it and could look for alternatives. When I questioned them about this they stopped the communication completely!

Do not shop at the Pottery barn in Henderson Nevada, the sales associate Alice is rude and has no manners! The manager Trinia gets upset if you are given a great price for floor samples by another manager and then wants to take it away from you and tells you " do you want to buy it for retail?" Both of them have bad attitudes and if it were not for loyal customers to Pottery Barn like myself and others they would NOT have jobs!

My husband and I decided to invest in a good quality leather sofa and two recliners. They were ordered and delivered without any major issue. At that time, we opened a Pottery Barn Credit Card account so that we may utilize the awards program. After the order was complete, we had $650 of reward money to spend. I ordered an item on the last day of the rewards certificate. However, because the agent that took my order on the phone forgot to put my reward certificate information in the system, I did not receive the $650 credit. I spent many hours and phone calls explaining this to them, but they refused to give me the rewards money to apply to my new order. I have emailed them as well. Pottery Barn does respond, but only to apologize that Pottery Barn Representative on the phone neglected to apply my certificate. Very disappointing that such a solid company would do that!

My wife and I ordered 2 custom couches from a Dallas Texas store - after the due date came and went (without any contact from PB) we finally had to call them. We went through several dates (all of which were missed). When they finally admitted they had no idea when (or if) we'd get our couches, we cancelled and went elsewhere. To make matters far worse, they now insist that I received a couch and are trying to bill me for one of the couches - that we never received. Bottom Line - if you cannot walk out of the store with it, PB cannot be trusted. They still can't get the billing issue corrected because the Order Department doesn't talk to Customer Service, who doesn't talk to Billing. Wow! Terrible Experience All Around!

We placed an order on January 19, 2015 for an oversized anywhere chair with slipcover. We received the item over two months later (today) on March 25, 2015. When I assembled the chair and upon further inspection, I noticed that the right piping on the armrest has a ripped seam with the thread coming out.

Today, March 25, 2015, I contacted customer service representative Sarah about what can be done to resolve this. My daughter wants the same exact slipcover but was informed that the slipcover has a JUNE 10, 2015 estimated shipping time. I do not think we deserve to wait almost half a year (nearly 5 months) to have our order fulfilled. Also, what would we do with the foam pieces without a cover? They are not usable without a slipcover.

I asked Sarah to connect me to a supervisor but she transferred me to a gentleman named Scott who was not a supervisor. This has been really disappointing as this gift was for my 4 year old daughter who does not understand why your company would do this to us and make us wait so long. I am truly appalled by your company's way of rectifying the situation (with no offense to Scott since he tried his best).

My wife and I ordered a bed frame from Pottery Barn. We were told that the bed frame would take 8-10 weeks to be delivered from the purchase date. After the ten weeks had elapsed, the Pottery Barn delivery team called us to schedule a delivery. My wife and I took off work to help the delivery folks set up the bed frame in our home. We received a call on our first scheduled delivery date that our bed frame was not placed on the delivery truck, and that the Pottery Barn team would need to schedule another delivery date. My wife and I again took off work on the next scheduled delivery date. The Pottery Barn delivery team arrived at our home with two rather small boxes. We asked the delivery folks before they entered our home whether this was the entire bed as it seemed rather small compared to what we had been expecting. They insisted that it was the entire bed frame. As we expected however, the Pottery Barn folks only brought part of the bed frame - neither the head board nor the canopy structure made it to our home. In addition, we had to provide the delivery folks with booties and tools in order to open the box in our home to verify that what was contained in the two boxes wasn't the entire frame we ordered. In addition, if we hadn't stopped the delivery team from entering our home without booties, they were also were prepared to track snow and mud into our home where the floors had recently been finished. After taking off work a second time, and still not bed frame, my wife and I were dissatisfied and called customer service.

To say that that Pottery Barn's customer service team was helpful is a serious overstatement. The Pottery Barn team's initial solution was to have us wait another ten weeks for another bed frame to be delivered. What comfort did we have that the Pottery Barn team could get it right the third or fourth time around? Who is checking the inventory at Pottery Barn to assure that two small boxes contain what is a rather large piece of furniture? Why doesn't the delivery team have the proper tools and booties to use for their delivery runs? These are all signs of a very weak process that shows serious signs of mismanagement.

We were not satisfied with Pottery Barn's customer service solution, which was to have us wait another ten weeks for a new delivery. The Pottery Barn team then proceeded to provide us with a 20% discount on the cost of the bed frame. While the 20% discount on it's face seemed like a nice gesture, the reality was that because we waited so long for the bed frame, the current price of the bed frame was cheaper than the price we were paying with Pottery Barn's 20% discount. The logical solution was for Pottery Barn to grant us the current price of the bed frame. The Pottery Barn team repeatedly told us that they could not grant us the current price of the bed frame, because we purchased the bed frame about twelve weeks earlier, when the frame was at a higher price. We continued to scratch our heads because we didn't have any furniture, we had to wait another ten weeks (which is equivalent to starting the process from the begining) and they wanted us to pay more than the current price of the bed frame. In fact, the Pottery Barn team said that we could cancel our original order then go back to the store and reorder if we wanted the current price of the frame. The Pottery Barn customer service team agree that their solution was "dumb", however they were following corporate policy. A corporate policy should create the roadmap and framework for how a company should handle it's day-to-day affairs, however, a corporate policy is only as useful as the folks who know how to implement it and adapt it to a situation - otherwise you run into these backwards solutions that leave a customer further dissatisfied.

I wish the Pottery Barn experience ended there. We canceled our order on the same day that Pottery Barn failed to deliver the furniture and adequately address the issue. When we called Pottery Barn customer service today to ask the status of our refund, which was nearly $1, 700, the customer service team surprisingly said that the order was never cancelled. We then redialed and spoke to another representative, who said the refund should appear in our account by Friday.

The Company has serious weaknesses on multiple levels . We hope the Pottery Barn team can learn from this experience so as to help future customers avoid similar complaints.

No communication! I placed an order for the holidays on 12/4/2014.. today is 12/19/2014, customer service cannot offer any assistance on why my product is stuck in fulfillment nor can they call anyone in the warehouse on why its not shipped... I asked for a supervisor and was told "NO ONE CAN HELP ME"! really?

"I have placed many orders with Pottery Barn before, and this issue happened just recently in the last month.

I have a few items in the cart and I was waiting on a good sale with emailed promotional coupons.
After trying out a coupon to see if it applied and clicking remove coupon my order would automatically be submitted.

After calling up to cancel the order that I did not submit, Pottery Barn Customer service would tell me I had to wait 24 hours before they can cancel my order and it would be canceled. ( which later I was told they have the ability to actually submit for cancelation but the rep. lied)

So, the next day I would call in to cancel and they said everything was in and if an item ships i can call in to re-route back to Potterybarn. Which ended up happening but when i called the next day saying a package shipped already that the re-route was no longer an option. Also that because my item which i didn't place in the first place is not refundable at this point, because it was a monogrammed item.

I have purchased thousands of dollars in merchandise from Pottery Barn just the last few months but their customer service, rules and systems are poor at best these days. Misinformation and screwy website submitting orders when I click remove coupon.

Say goodbye to a long time customer."

I purchased a Pottery Barn Chatham Outdoor Patio Set just a little over 2 years ago. This set is kept in a protected patio area and cleaned only with a damp cloth, yet the finish on this set is in very bad shape. I made contact with PB a few months back, and have received only a run around. Pottery Barn does not stand behind a product that is over 30 days old. I have received nothing in the way of any credit to my original purchase. Buyer beware of any purchase you make with Pottery Barn!

If you live on the East Coast and order something through Pottery Barn that requires 'White Glove' delivery, the item will arrive 5-6 weeks late, you will spend 4-5 hours on the phone trying to identify where the item is located, it will not be truly trackable, and the delivery service will not be proactive, they will literally 'drop' the items in your garage leaving pieces broken and will leave you with all of the heavy duty packaging material (e.g. 3 ft x 6 ft iron boxes) to dispose of.

The customer service team will be very nice and encouraging, but the bottom line is that they don't know how all of the pieces work, they have very little control and they are working with what seem to be antiquated systems.

It may be more expensive to purchase from a local mom and pop store, but I highly recommend doing so. In the end, given the time, expense and worry associated with ordering a PB item, it is worth it to purchase from a local shop.

We ordered two chandeliers through Pottery Barn. Two days later we received an email stating that the item is "on its way." Two weeks later I decided to check with PB. After spending 30 minutes on hold in two different queues, a very nice person answered my call. She stated that items ship from go to a NJ hub, but that some items are not "checked in" to the NJ hub. There is no tracking number, it's simply a guy on a truck who starts in CA and ends on the East Coast and stops for up to a week at a time in different cities. Once it leaves the NJ hub it goes to a local delivery service. This can be hit or miss. My item sat with the delivery company for over two weeks. It took me to be proactive, call the delivery service and find the item. Once found, the scheduling I found to be just fine. However, when the item was delivered several crystals fell off during the unpacking process...one actually rolled to corner of my garage. I found it the next day, broken. The delivery folks are in a rush to get the item dropped and your signature so that they can move onto the next job. The delivery folks told me that once I unhinged my chandelier from its 3 1/2 foot tall metal cage, they would come and pick up the cage at no cost. Getting the chandelier out of the cage took my electrician 1/2 hour, but I must say it was very well wrapped. You guessed it, when I called to have the cage removed, the delivery company...Purnell...claimed that this was not "their policy." and that I was just stuck with it. I asked to speak with a manager and that was denied.

So, the price might be cheap at PB, but you will pay for disposal fees, set up fees and other fees that you never would have anticipated. It's much easier and ultimately cheaper to buy locally.

I made an order to Pottery Barn Teen extended by Fifty One, because it was an international order. The number of my order is [protected]. I ordered 2 backpacks (diferent types), 2 pencil case (diferent types), 1 Water bottle, and 1 Id pouch. I receveid an e-mail from PBteen saying that 1 backpack and 1 pencil case was out of stock. That´s ok. But, when i received i had a surprise. I received 3 packages, each one with 1 pencil case and 1 Id pouch. So, i received 3 pencil cases (same type) and 3 Id pouch (same type). I didn´t received the backpack, and the water bottle. In one of the three package was write that has a backpack with an id pouch, and in the other two was write that has 1 Id pouch and 1 pencil case in each one. But I didn´t receive the backpack! In this package was another pencil case, and 1 id pouch. I sent them 4 or 5 e-mails telling them what happening, but they just told that they sent the backpack in one of those packages, and after that they didn´t answer me anymore. I took pictures and sent them, but they didn´t answer me. The 3 packages was write that they weights 3 lbs. How all the 3 weigths 3 lbs if in one has 1 backpack an 1 id pouch (how they told)? The 3 weights the same 3 lbs because in each one package was with 1 pencil case and 1 id pouch. I DIDN´T RECEIVE THE BACKPACK. I´m not complaining about the water bottle because i didn´t pay for it. But i payed for the backpack! I took photos from the paper of the 3 packages showing them the same weights, but they didn´t care. I´m very disapointed because they didn´t believe in me. They are thinking that i´m lying. And i´m not! Is just look the 3 invoices of DHL (i took photos and sent to them)that they will see that i really didn´t receive the backpack. I´m writting here because i´m very upset with PBteen because my daughter realy wants that backpack. Sorry about my english, i don´t know write well. Thanks! My e-mail is [protected]@hotmail.com

My sons personalized comforter with his name started to fall apart. We contacted Pottery Barn and they sent a UPS box to have it picked up so that they could fix it. After a few days they called us and said that they couldn't fix it, but that we could either replace the item with a new different item or have the original sent back and they would pay us back if we found someone able to fix it. Since my sons comforter was now out of stock, and it was the only to match his room, we called them back to ask for ours back. Except now they have disposed of it, and its gone. So now were out of a comforter, that they were suppose to fix. Had we known that we were sending it back to them to be disposed of we would've never have sent it in the first place! Sooo Upset! Screw Pottery Barn. I will never do business with them and I will be sure to spread the word!

They were supposed to deliver our section in early December, finally right before Christmas they delivered it and one section was missing because of "damage". THen they said we would have it the next Friday and they brought the wrong piece. Nobody knows anything, we paid good money for quality service and furniture, we are not getting that.

Pottery Barn Kids delivered bunk beds without the hardware in August 2010. It is now December of 2011 and they have yet to deliver the hardware--finally we asked for a full refund, and they complied. Then they gave our old address (from sixteen months ago) to their delivery/pickup company, so on the day we'd scheduled they went to our old home and called our old phone number when they couldn't find us. This is Pottery Barn's fault, which it has been since day one. We have spent roughy $10, 000 at PB and PBK in the last couple of years, and they would have gotten more money as our kids grew up and as we replaced furniture--now, I will obviously never buy another piece from them again. Terrible customer service, terrible response time (when we even got a response), and after over a year, still no usable bunk beds.

I love Pottery Barn’s furniture and when I finally had enough money to splurge, I did. I spoiled my youngest daughter with a brand new bed! It was $1000 and back ordered a month. I figured that was fine, she didn’t need it tomorrow. So we went home and got her room all set up to have a larger bed in place.

When the bed arrived in the warehouse the day after promised and I was told that it would be sent out the next day! Perfect! My daughter was so excited. After a week had gone by and still no bed I got worried. I waited another day or two just so that I didn’t jump the gun on it.

I called customer service to find out what is going on with the bed and why its still not in my daughter’s room yet. Well since it had been shipped from the warehouse but it couldn’t be tracked because of it being furniture. Now I find out that its going to take another 4-6 weeks before its delivered! Completely outrageous.

These fools are quick to do business and have beautiful furniture but they don’t ever expect to deliver it to you on time! I will never do Business with a shady company like Pottery Barn again! I might love the furniture but its no good if I can never use it!

My wife and I purchased $200+ of lamps from Pottery Barn (100 miles from our home) on the weekend. On Monday, we received in the mail a Pottery Barn 20% off coupon. My wife called Pottery Barn to see if they would honor the discount on the lamps (also wondering why the sales clerk didn't mention the 20% discount was coming up). They would NOT honor it, unless we brought back the lamps to return them. Then re-purchase the lamps using the coupon! Target, Kohl's, Macy's and probably a dozen or more other large stores would honor such a deal. Why not Pottery Barn? Service like this, certainly won't bring return customers - especially during this recession. Public beware!

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!

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.