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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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A
7:01 pm EDT

Pottery Barn $750 reward certificate not applied

I'm writing with a corporate complain about my Pottery Barn customer service experience.
Back in August 2018 I received a $750 rewards certificate from Pottery Barn. I used this certificate for a purchase of a chair in November 2018 and surrendered the certificate at the same time at the store in Orland Park IL.
I waited for the item 6 months only to see with the first statement in April 2019 that the rewards were not applied to my purchase. Since than I made multiple phone calls and spoke with multiple customer service reps and their supervisors to resolve the problem.
First, I was told that there was a glitch in the system but it was resolved and the rewards will be applied within 5 - 7 days.
A week later I called again only to find out nothing was applied but after spending over an hour on the phone and being re-directed to different departments, I was told it will be fixed. I called few more times and was assured that it will b taken care of.
Well, I called again today asked to speak to a supervisor directly but during my several conversations with supervisors, miraculously the phone was hang up on me.
So about 70 days later my rewards are not applied, I feel deeply cheated by Pottery Barn. I hope you would keep the record when the customer calls with inquiries about the order but was told that they don't have records from my previous conversations. Today, the supervisor sounded like he completely disbelieved me and hang up on me. To name the few names I spoke with to resolve his issue:
Sarah, Michelle, Miss Keisha, Dan and his supervisor.
I'm hoping you can help me resolve this issue. I am deeply disappointed in Pottery Barn.

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10:36 am EDT

Pottery Barn rewards

There have been other issues I've had with your company so I think this is the reason I'm writing now. One more little thing that is annoying that I'd like to share.

I have a rewards certificate that expired yesterday. This is for rewards for money I have spent with you in the past. I was informed that you will not extend the date of expiration as I have run out of the time allotted to spend by a day. Funny but the $25 rewards would have probably not gotten me much in the store. But I would have gone in and probably picked up several things thinking I was getting $25 off my entire purchase. But now I won't because you won't extend the expiration. I think all these minor changes (including that in order to make a return at the store I need my card) inconvenience the customer and relays poor customer service. More and more I'm shopping at stores like Crate and Barrel where everything is much easier.

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3:16 pm EDT

Pottery Barn poor customer service

I placed an order for a leather couch, loveseat, and large ottoman on Friday, May 24th 2019 (order number [protected]) with Pottery Barn in Huntsville, A:. On Tuesday, May 28th, (after the holiday weekend) I went back into the store to upgrade the leather. I was told by the store manager, who placed a call to higher management, that I could not change the order even though what I wanted to change would cost more. I could understand this if the item had been made or shipped, but I will not receive the items for 12 weeks. Higher management told the store manager that the order was in Fulfillment and nothing could be done. I asked to speak to someone of higher authority and was told that there was no one higher I could contact. The store manager showed me a document informing me that once the order was placed, no changes could be made. This was the first time I was shown the document and I certainly never signed one!
To change the leather to a higher grade (Vintage Caramel) at this point should be as simple as a computer code change. Yet, they are unwilling to even consider that simple task. Pottery Barn's unwillingness to help a customer is antiquated and out of touch with customer needs. I will have to stop payment on my credit card unless I am allowed to make this small change. Thank you for any help you can give me.

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1:23 pm EDT

Pottery Barn deceptive advertising

On Wednesday Feb. 19, 2019 I received a message from Pottery Barn confirming the purchase of an Adeline rug (order number [protected]) at a total cost, including front-door delivery, of $597.59. The following morning, I called customer service and tried to cancel the order but was informed the rug was already being shipped and my only option would be to refuse delivery. I never had the opportunity as the shipper left the 70-pound rug inside the door of my 4-story walkup without contacting me. I soon learned the rug was ineligible for return because it was a final sale item. Final sale items according to Shipping and Returns policy have prices ending in $.X7 or $.X9). The Adeline rug is listed at $499.00. If I had known the rug was nonreturnable, I would never have purchased it.
I thought the best thing to do was wait. I was due to go into the hospital for surgery, so I have been unable to pursue this matter until now. I would like to return the rug to Pottery Barn for a refund.

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3:45 pm EDT

Pottery Barn furniture purchase and delivery

Do not order furniture from Pottery Barn! We ordered a rug, a sectional couch and a recliner-$4, 000 +/-. Four months later they tell us both recliner and rug are no longer available. Why not tell us at order?

So we order another recliner. Believe it or not, 3 months lager they tell me AGAIN that vendor no longer makes the recliner. To make matters even worse, we kept getting email notifications that the products were ready for delivery, when they were never going to come.

Still worse, the products are still published on the PB website as being available. Someone will order it (like us) only to find out in 4 months that it isn't coming.

We spoke to PB reps, who did nothing for us. Now waiting 6 months, the customer service rep offered us a 30% discount as a courtesy along with free shipping on a new and again different recliner (stupid me for hoping they would get it right) only to have her re-neg on the offer and only now offer me 10% off and no free shipping. I can go online and get 25% today as a promotion and yet she can only give me 10%? What a sham!

DO NOT BUY FROM POTTERY BARN EVER!

THEY ARE THE WORST EVER!

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8:59 am EST
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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Pottery Barn faulty product

Faulty legs on Irving leather armchair delivered to me.
I purchased 2 armchairs from Pottery Barn in Riyadh, KSA on 1st February. They were floor samples. I purchased the products knowing that there were some minor scratches on the upholstery, but I wasn't aware of any other faults.
My main complaint is the following…
A few days after the delivery which happened Wednesday 13th February, I realised that the 2 back legs on one of the armchairs were rotating around 360 degrees without firmly staying in place. I called customer service (Al Shaya company) using the number on the back of the receipt. I was advised to send a photo of the faulty legs by email to the representative. Within a short time, she called me to tell me that the inspection team would come in 48 hours to inspect the problem and report it.
They came on the 19th February; filmed the rotating legs and wrote a report. I was told by one of the members that I would hear from the store manager or someone by Saturday 23rd. That didn't happen!
On Sunday 24th February, I sent an email to the same representative, but with no avail!
On Monday 25th February, I called the customer service (second time) to chase up the complaint. I was informed someone would call me either today or tomorrow. Of course - expectedly - that didn't happen. You can imagine now how furious I am with the abysmal after-sales service.
I called them yet again on Tuesday 26th February, expressed my anxiety and disappointment of the poor service of a prestigious store of which I have been a regular customer. All he could do was apologise for nil follow up, and told me the store manager will call me tomorrow; I should get a replacement or a refund. It goes without saying, no call!
I have found myself writing this email to the main store demanding my rights - either a replacement or a refund.

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Update by Nadeem Abdullah Patel
Mar 30, 2019 4:19 am EDT

Didn't give up yet! I made further numerous calls until the case was raised up to the operational manager. It still took another few calls until I was told the armchair would be picked up and I could pick up the refund which I did on 29th March!
All-in-all, it was a horrible experience; there were hardly any calls from them. They could have resolved this quickly seeing that a faulty product was sold.

Resolved

Didn't give up yet! I made further numerous calls to Al Shaya group (Customer Services - 92000 2484 KSA) until the case was raised up to the operational manager. It still took another few calls until I was told the armchair would be picked up and I could pick up the refund from Pottery Barn - which I did on 29th March!

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12:20 pm EST
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Pottery Barn pillows and customer service

I wanted to purchase two feather down pillows, location only had one so I purchased that and a microfiber. The microfiber was horrible. I called location who said they would accommodate exchange only to get there and be told employee was not authorized to promise this. How would I know! My exchange was refused. Thanks Joe.. great managing! You just lost a customer.

I purchased another feather down and when looking at both my original purchase is much worse quality.

Pottery barn use to be a name and quality you could trust with great client service. No more!

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9:38 am EST

Pottery Barn delivery/scheduling/customer service

Back in August 2018 I ordered a wall unit that was out of stock and wasn't going to be available until October. When Furniture was finally delivered the two delivery guys damaged the 2 hutches. Replacements were requested and I had to wait 2 more months for that delivery. When they finally showed up end of December they only brought 1. I received a phone call in early January to schedule delivery of the second one and when they attempted to schedule they then told me that they actually didn't have the furniture available. They told me that I would be called by a supervisor as soon as possible to get it resolved; never received a call. I attempted to call back a few times and they always told me someone would call and no one ever did. This morning I receive a message saying that the furniture is available for delivery. I call back 10 minutes later to schedule and they transfer me to the local hub for scheduling. They tell me again there is no furniture available for delivery. I call the complaints department and they tell me there is furniture available but they have to transfer me to another department to schedule. That department tells me I have to wait to receive a call in order to schedule a delivery, and that I shouldn't call in because it makes the issue worse! I was just returning a message that they left me 20 minutes earlier and I'm the issue for the delays! Worst service, both in person and over the phone.

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10:41 pm EST
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Pottery Barn manhattan beach store employees

My wife went in for a return today 1/12/19, in the afternoon. Unlike other Pottery Barn locations, the staff at this location were rude and very snobby. They took longer than needed for her return and questioned her unnecessarily. Overall, she did not feel welcomed and they made her feel out of place. Seeing other similar complaints, something needs to be done and they need to take some cultural sensitivity courses. The customer service was very poor and my wife does not want to return to this store.

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2:54 pm EST

Pottery Barn incredibly poor customer service

Today I received a Pottery Barn email with a discount code. I chose 2 items to order, then cut and pasted the code into the order page. I received an email saying the code was not valid. I called customer service and spoke to Whitney for about 20 minutes (placed on hold several times). I forwarded her the email and she confirmed the code was valid. She asked if I wanted to place the order via phone but I had to go into a meeting so I said I'd call back later. About 20 minutes later I tried again to place the order online, and received a message saying my account information could not be accessed. So I called customer service again, and was put on hold by a rep who said she'd contact the tech department and get right back to me. After several minutes a completely different person came on, who knew nothing about anything that had happened and said there is no "tech department" there for the reps to speak to. So the first person essentially lied to me. I then asked to be transferred to a manager and the person I was currently speaking with, named Cheryl, literally refused to transfer me. I asked her why and she said the managers "are really busy". At this point I was furious and hung up. I've spent thousands of dollars at PB and WS over the years and have seen a steady decline in both the quality of their merchandise and of their customer relations. There is simply no excuse for any of this!

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2:18 pm EST

Pottery Barn candle holder

On December 3, 2018 I purchased three candle holders from Pottery Barn in South Coast Plaza Mall. On the evening of December 29 I lit one of the candles. Shortly thereafter the candle holder exploded, throwing glass and hot wax into the room. The wick, now burning outside the holder would have certainly started a fire had I not been present in the room. These items should not be sold as candle holders as they are unsafe for use.

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11:19 am EST

Pottery Barn delivery and poor customer service

I called Pottery Barn to change the time frame given on the delivery. No one helped me. I was actually transferred to a completely different company by a customer representative Ingrid. I had to call back to get no help whatsoever.
The online scheduling system says absolutely nothing about no time guarantees and I requested an earlier time on the notes hhowever they said, it doesn't matter. They route their driver's ahead of time, so it's not about the customer even though I paid for delivery but about how the company can save money. Now I have to take time off work so I can be available and get my furniture delivered otherwise I have to wait 2 more weeks putting this at a month and half to get my furniture. However for getting payment, Comenity bank will send me the bill in 3 days! No delay there huh!
The customer service department in City of Industry and the scheduling department in Dallas is one of the worst customer service experiences I have ever had.
The online scheduling wording is deceiving and needs to be clear of what the customer should expect.

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12:30 pm EST

Pottery Barn non delivery of sofa

I ordered a sofa in Aug from Pottery Barn and I still have not received it. I have called many many times to find out where the couch is but to no avail. Next step is to go to court and sue over delivery period issues. '

The order number is [protected]
The item is a Townsend rolled arm sofa

I ordered furniture from Sherman Oaks store in August and the saleswomen put my billing address in instead of the shipping address which is different. The furniture went to City of Industry and after many calls I was able to get the shipment diverted to the Missouri hub for delivery. I did not get the couch but all else was delivered to Missouri address.

When I called Pottery Barn (10th time), they transferred me to WS shipping hub and they could not find where the couch was located. On several calls I was promised a return call with information but have received nothing. I was told the couch is being relocated for delivery but no one knows where it is or when it would reach Mo hub.

shipping address:
5803 Redwing Dr
Columbia, Mo 65202

Please advise as to delivery time from Mo hub.

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3:33 pm EDT

Pottery Barn furniture delivery

I have been a trade customer for several years, never had a problem until August, 13 when I placed a custom order for a headboard. Estimated delivery date at the time of the order was between Sept.17-24. Another month goes by without any news where the item is located. After several phone conversations with customer service nothing has been resolved. It is October 18th and the headboard has supposedly been on a truck traveling to the distribution hub since October, 1. 18 days on the truck? Through the hurricane we recently had? What kind of condition is it in? They are unable to reach the driver or anyone in the trucking company to find out what is going on. Absolutely unacceptable. I will not order for my clients from this company or their family of brands and will be spreading words of caution to every client and and everyone I know from now on.

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11:26 am EDT
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Pottery Barn item lost in transit - no ability to cancel

OUR ORDER: [protected]
Order Date: July 15, 2018
Order Total: $6, 102.05
Billed To:
Kevin Steele
Minneapolis, MN

Second and last time dealing with Williams Sonoma brands. First mistake was rugs from West Elm. Never received. Now it's a sectional Chesterfield sofa from Pottery Barn.

Ordered in a local store in July for a late August delivery. Delivery slipped to late September. As we got into October, I started calling regularly. I am convinced this couch is lost.

I have spoken to so many customer service reps. I feel bad for them, as this must be their life... dealing with people who have made a purchase and can not get their item.

Today is Oct 15. On Oct 12, I was told that they would be able to find it within 24 hours. They did put my money back on my credit card - as they said temporarily, until the item could be located. As this was a custom order, it clearly states No Returns. But I can not find any language about non-delivery of items. I have no idea how long we are expected to wait before going to buy an actual couch that we can use. This over $6000 item is something we have been eager to obtain for our new home, and Pottery Barn is doing everything it can to ensure we won't have that pleasure anytime in the foreseeable future.

I can not find the right words to adequately describe the frustration. How is this company still in business?

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6:20 pm EDT
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Pottery Barn customer service

The Pottery Barn website placed a duplicate order for a $500 wedding registry item. I received the emails and called customer service with 5 minutes to cancel. Talked with multiple customer service reps to try to resolve.

The answer was consistent. We can't stop the order. The bride will have to return the products herself and then you'll get your money back.

So I am out $500 dollars, and the busy bride has to be contacted and asked to return the duplicate gift.

All this when the company was notified within 5 minutes that they had a website problem. In addition to multiple follow up emails and calls in the first 24 hours after the order was placed!

WHAT A SCAM! Do not use them for a wedding registry. avoid Pottery Barn at all costs.

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1:21 pm EDT

Pottery Barn delivery charges

I had called to see if Pottery Barn had 3 end tables we were looking for and they said yes they had them in stock. I said I'd be in, in two hours to pick them up. When I arrived, they did have 3 and two on the floor which they would not release so I was lied to as to be able to pick them up as I was specific with the person I talk to on the phone. Not having much choice as we did want these end tables they said they could order them and I could pick them up at the store but they had to charge me a delivery charge. Really, promise I could pick them up originally, but I couldn't, then to charge me for a delivery to the store. They said they just started this policy and were apologetic about it but could do nothing. Ok so we're getting the end tables but it's the last time we are shopping at pottery barn. There's a reason more people are shopping online with guaranteed returns with free shipping. Either way, we're done with pottery barn as we should have been able to take the end tables from the store in the first place.

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10:53 am EDT

Pottery Barn furniture delivery/return

I am beyond frustrated.

I am trying to return furniture (3 items) from order # [protected]. I received the order on 9/6/18 and requested a return on 9/12/2018. Since that time I have spoken to at least 5 different people from the PB Furniture Team to process the return and initiate the pickup. Over and over and over again. My last call involved a supervisor who assured me that it was taken care of and that Fidelitone (the company that delivered the furniture) would be reaching out to me to schedule a return pickup within 7 business days (Oct 1). PB said they would monitor and track the return. That hasn't happened.

Today I contacted Fidelitone myself to arrange the pickup and they have indicated that they only have a return authorized for 2 of the 3 items. Another call back to PB who said Fidelitone should have two separate return authorizations. They only have one. At this point I don't really care who has what, only that I want ALL of the furniture picked up on my scheduled date of 10/4/18.

In addition, due to negligence and oversight of PB - the return not being processed accurately or in a timely manner - I have now incurred interest and a payment on my credit card; a refund can't be processed until the furniture is picked up.

I have been more than patient but I need a resolution to this immediately.
Sincerely,
Ann Marie Harris [protected]

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3:04 pm EDT
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Pottery Barn pottery barn customer service complaint

I have encountered unacceptable customer service from a supervisor over at pottery barn. My order number is [protected].

I called 888.779.5172 and spoke with a supervisor today; her name is Graciela, and her extension is 7045051. She did not help me; instead, she told me "you do whatever you need to do to figure out what's going on with your order, " would not give me a chance to speak, raised her voice at me, spoke over me in a condescending manner, and hung up the line. Last week, I spoke with two customer service reps who told me they sent emails out to figure out what was going on with my order, and they explained that it would take about two days to get back to me. It's been over 2 days, and I have not heard any response. The email confirmation that I received after the order was placed said the item would be available for delivery between September 14-September 20. Apparently one item is in Aurora, IL and the other two are still in the warehouse in Georgia the last time I checked the tracking. Prior to speaking with Graciela, a lady told me to call the delivery service in Chicago to schedule a delivery (the number I called was 630.851.8258), but they told me that the complete order was not yet received, and they were still waiting for the other parts of the order to arrive.

The manner in which the supervisor Graciela spoke with me is unacceptable, unprofessional, and rude. An associate that cannot handle customer complaints in a professional manner for a customer related issue in which there is an error and/or delay in service/delivery should not be working in customer service and/or dealing with customers.

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12:06 pm EDT
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Pottery Barn poor customer service - no response to schedule delivery

Sectional ordered 5/27 #[protected]
Delivery was scheduled 9/5 along with other pieces. That day was informed section would not be included. Subsequently, numerous calls made to Delivery service, Customer Care, and Store. Emails were sent and no response.
I can't get a response as to what it takes to get this sectional scheduled for delivery.
My Pottery Barn Store manager is also unsuccessful at getting information.
Extremely poor customer service. I am just asking someone that can do something to get this delivery to call me.

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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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Contact Pottery Barn customer service

Phone numbers

800 1500 2222 1888 779 5176 More phone numbers

Website

www.potterybarn.com

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