Pottery Barn
reviews and complaints

there is this pottery barn store in brentwood, tn where such poor cutomer service exists.the store supervisor christine is just horrible.everytime i talk to her she gives me th efeeling i am disturbing her and nasty disrespectful tone.i have seen poor cust service in stores before but store such as pottery barn it is not acceptable.i did email the company online where they reportedly wanted to her from the customer .i got no reply back.online store customer service is poor too.they chrge such high price but in case something needs to be returned u cant return to the store but only online.i shop many online stores but pb is the worst when it comes to shipping charges/plus processing chrges.i used to love their store and products but with all this negative feeling i have decided i would never again shop instore or online.

Christmas 2008 I ordered new bedding for both teenage daughters. The one set is great. Thick, beautiful color, holding up just like you would expect a $200 quilt to hold up. The other set is two "Crinkle Puff Quilts" from PB Teen. They have not held up at all. Within weeks they were starting to tear just from pulling them up to make the bed. I contacted PB teen, and they refuse to acknowledge that there is problem, and so I am stuck with hundreds of dollars worth of useless bedding. Be careful what you buy, the quality is wide ranging and they do NOT stand behind their products at all. I honestly think that the Target knock offs would last longer and they are less that half the price. I will not be fooled again!

i have always been a avid fan of pottery barn. NOY ANY MORE I purchased two outdoor cushions from the catalogue 60 days ago and noticed inside a month that they were fading. They are not even in full sun. I flipped them over and could see a huge difference. Within 60 days I called customer service and described the situation. The representative said that her supervisor said that they do not guarantee fading. I said i could see that in time that they might fade but I had planned on getting more than one season out of them. IF I HAD WANTED INFERIOR QUALITY I WOULD HAVE SHOPPED WALMART OR OR A DISCOUNT. IN THIS CASE I DID NOT GET WHAT I PAID FOR! Very dissapointing to me. I expected more from pottery barn. I will not be purchasing from pottery barn any more in the future.

We own a shag rug from Pottery Barn. The rug has been extremely smelly over 1 year and has been shedding for the time we had it. Eventually the weird smell went away and we thought the shedding would disappear also. I am vacuuming the rug every other day to keep the shedding under control. Christmas we had friends over with a baby. We were all in the room and out of the sudden the baby started to cough etc. We discovered that the baby had lots of the carpet wool in her mouth and we had to dig it out. Thankfully nobody got hurt because she was under immediate supervision. So I called PB 4x and was rudely treated because the carpet was a present ($1000) and I did not have the receipt. At the beginning of January I eventually got a person on the line (after sending numerous emails, offering to send photos of the tags and the carpet and offering to send them my collected sheddings - from a day worth and out of the babies mouth!) But NOTHING. Anyhow, Harriet Wilson helped me and assured me that she would pass it along to the legal dept and they would get in touch with me. All I was asking for was to replace this faulty carpet. She told me I should wait 2-3 weeks. 4 weeks later I called again and talked to her and again, she asked me to wait. On Feb 21 I called (my first contact with her was Jan 10) and had to be very persistent. She "was not on her desk" twice and I asked to be called back by her. She did and said that there is nothing they can do because they need proof of purchase! I asked for the address of the department and she told me to send another email!

We purchased a wall unit from Pottery Barn Kids for $1, 550.00, which was to include "white glove" delivery. I asked about this several times, because if we couldn't get it assembled, we wanted to look elsewhere. The salesperson assured me I was paying for and would receive "white glove" delivery. The delivery date came and went, although an email had been sent saying it was on it's way. After talking to different service people, they said they couldn't find it. Then they found it. Then they said they had changed delivery companies and they would have to use the new one and it would be another 10 days. The day of delivery finally arrived and when they delivered it, they refused to assemble it. I called customer service, no help, then called the orginial salesperson and she tried to get the delivery people back out to assemble it. They promised to be there (5 days after it was delivered) and they didn't show. Called the salseperson again, they called the delivery company and they didn't call back. Enough! So we just put it together ourselves, not wanting to wait any longer. I've asked for a refund of the "white glove" amount I supposedly paid, haven't heard back. At this point, just want to forget it and them. But wanted to warn everyone that furniture delivery seems to be an issue with this company, as I've read complaints on several different sites. (Sigh, should have read them before I bought this piece!) So buyer beware.

I had a really negative experience with purchasing furniture at Pottery Barn. I went to get a coffee table there and they did a stock check to make sure they had the item on the premises. The salesperson assured me that they had one in stock, that they would tag it with my sales slip and that I had 30 days to pick it up to save on the delivery fee.

2 weeks later, I arrange to borrow a truck and hand the receipt over, then wait about 30 minutes. They then inform me that they are "minus 2" on stock and that they can't find the table anywhere on the west coast. They had actually sold the table I had paid for and had no way to replace it. From the "minus two" I guess some other person was in the same boat I was.

Finally they actually call some other stores and find one a few counties away (maybe it's time to upgrade the inventory system) and then arrange to transfer it to the store I actually purchased it from. When I ask when it would be in, the person responds with a shrug and then tells me I have to call every day to "stay on them" because there are so many managers that no one knows what's going on. He actually said that! Basically the burden is on me to hunt down the merchandise I already paid for to make sure that they don't sell it out from under me again. There was no offer to ship it to directly me to rectify the problem they created. After paying $700 for basically an MDF box with veneer on it, you'd expect some semblance of customer service.

To sum up, I do not trust Pottery Barn to be able to maintain an accurate inventory or to be able to train their staff not to sell items that are no longer their property!

I purchased a sofa from Pottery Barn in June of this year. It arrived in July with the wrong slip cover. I was told that the correct slip cover would arrive in about 3 weeks that never happened. It is almost September and still no slip cover. I call the design studio every two days and I have spoken with fifteen different customer service rep. They do very little to help me get the correct slip cover. All the say to me is to just wait. I asked for a tracking number and they would not give it to me. Every time I call I get a different answer about the slip cover. I will never purchase anything from Pottery Barn again, they can not deliver what the customer purchased or even care if the order is correct.

On April the 9th I purchased a Charleston style sofa for $1903 dollars. It was to be delivered by May 5 th. We started receiving letters shortly after stating that it was on backorder- no problem! We eventually stopped receiving letters and still had no sofa. I forgot to mention that we paid with a check (Big mistake)! The first week in June I called to find out why we had not received our sofa, after one hour on the phone, it was determined that the store had entered the wrong phone number into the system and our sofa was sitting in a warehouse. WHAT! My question to them was why did they not send a letter asking for the correct phone number? So the saga continues... one week later we received the sofa. I was upstairs tending to our dog, while my husband supervised the setup of the sofa. After the delivery people had left, I came downstairs and to my horror- the sofa they delivered was not only DIRTY, but MISSING the slipcover. The sofa they delivered looked like it had fallen off the back of a thift store truck. I immediatly called the design studio who promised that it would be picked up and our money refunded. We were promised a phone call to sch. a pickup by June 12th. No call! called back promised a phone call by June 14th. No call. I was told that the paperwork has been filled out by pottery barn supervisor wrong x2. The I was told that the lady that was supposed to call me on Saturday- does not work on saturdays and that the hub is closed. This is a nightmare! if I had simply put this sofa on a credit card, I could dispute the charge. The last lady a customer supervisor was rude and arrogant. I told her that it is not brain surgery to have them sch a pickup. I also told her that if I did my job the way they are that I would be FIRED. Her response was witchy- she said We can not fire a whole entire hub, and its your choice not to shop at Pottery Barn again. I bet that if it was her $1903 dollars she would feel differently. So I have an unfinished, dirty pottery barn sofa in my den and I am out ( at this point) of my money. I think they should start paying me interest! Any advice or suggestions I would love to know.