Pottery Barn

We ordered a bed on February 18, 2018 through the Edmonton Pottery Barn store. It was delivered to our home on April 24, 2018 and was to be set up by the trucking company who delivered it. Unfortunately the bed came with only 6 screws for the head board but nothing for the rest of the bed. I immediately called Pottery Barn in Edmonton AB. They assured me they would order the hardware but it could take up to two weeks to come in the mail (Which I find ridiculous) Never the less I agreed and we waited. Mean while all the pieces of the bed are scattered through out the bed room. I had received nothing for almost two weeks so I called the store on May 7th. They assured me it was sent but could not provide a tracking number. Still nothing on the May 10th. Mean while I had spoken to 2-3 different managers at the Edmonton location that would promise to get some info and call me back but never did. Finally I received a package on May 10th in the evening from Purolator. It was the same 6 screws we already had for the head board! Still nothing to put the actual bed together. I called the Edmonton Pottery Barn again and was promised a call back-nothing. Called again May 13, the manger I spoke with said we should have received the package as she finally got the tracking number. I explained to her that we only received 6 screws which we already had, which is not enough to put together the entire bed. Again we were told they would get back to us. I am absolutely fed up! I feel like returning the bed and asking for my money back but that's not going to make up for the fact we have been sleeping on the floor for over a month! I think its ridiculous that parts cant get shipped quicker than 2 weeks. Can you please provide me with some assistance with this matter.

I ordered a sofa from PB last July with an advertised 2-4 week delivery. I am approaching the 1 year mark with no sofa and 100s of calls and emails. I just want the sofa! Order has been lost, cancelled, delayed, reordered. I last dealt with Maria Delores Guzman at 8558698500x7044203. She gave me a new order. It is not listed on the website so I cannot get updates .20 minute wait times on service line, then disconnected. Delivery date 4/19/18 has passed
New order [protected]

I ordered a California King Chesterfield Bed on 12/05/2017. I was called and promised a delivery on 01/08/3018 with another item that we purchased. The order was delayed until February. Upon arrival the furniture team noticed that it was the wrong size, so I declined the piece! All that wait and no bed! The furniture team promised that I would get a call the next day with new details for receiving this piece. I never got a call or any clear explanation of what will happen for over a month! I had to make multiple phone calls and become an angry customer to get anything processed. We moved into a new house in November and have purchased many pieces of furniture etc. from Pottery Barn since then. The lack of care for your loyal customers is appalling!
Our master bedroom has many windows and their is a need for a headboard. I was aware in December when I placed the order that I would have a cesarean section the first week of April. Plenty of time I thought... well I just finished my second week of bed rest. How inconvenient, unfortunate and uncomfortable! The new date that was given to me for completion of the bed is May 09... that's 155 days after my order was placed (5 times the wait)! I asked if someone could contact the manufacturer and get it expedited faster- no reply, no reply! I have been promised free shipping, but I think there should be more compensation and an apology for this terribly mishandled transaction!

So far this is the worst experience when buying furniture and good luck to all of you if you need your items to be delivered. Pottery Barn has the worst customer service that I have experienced (this is no exaggeration). Pottery Barn has hundreds of horrible complaints.
I ordered a bed for my daughter on January 16th. If I just had the chance to read all these complaints I would have never went to the store. I have made multiple calls and waited for more than 30 minutes each time. Finally, after almost two months I had the "Honor" to talk to a "Customer Care Leadership" (I can go hours elaborating on the meaning of this title for Pottery Barn). The Customer Care Leadership told me that she we take care of anything five days ago. You guessed it right, I have not heard from them since. Now let's make the math, today is April 3rd, I have not heard of any update from them, and calling them is as useless as that Customer Care Leadership title. I think it is time for a refund. Please Pottery Barn Customer Care Leadership do not answer this post with a "Very Sincere" apology, just stop doing this to your new clients, the old ones will never comeback.

Not that I expect to hear from anyone.

On 3/16/2018 I placed an order with Pottery Barn Kids off of a young couples baby registry shower registry. My wife, taught this young service man in the 1st grade. He and his wife are coming to Dallas this weekend for a baby shower and returning home. My wife has cancer. This is a big deal for her and something she has been looking forward. Now, this experience is likely to become a major embarrassment for us!

I was not given accurate information on the shipping portion of my order. I clearly stated several times that I must have the order delivered by 3/23/2018. The person who booked my order directed me to the standard shipping and ensured me the order would arrive by 3/21/2018.

I place my order after her repeated assurances of delivery.
Order Number: [protected]
Order Date: March 16, 2018

Well, the order did not arrive on 3/21 nor 3/22. When I did a 'tracking of the order', I found out that the merchandise was picked up by UPS on 3/21/2018. There was some type of arrangement where UPS picks up the order then hands it off to the USPS for delivery. None of this was every explained at the time of the purchase. I would have been glad to pay extra to ensure a proper arrival.

I had to spend nearly 2 hours with UPS and 3 levels of management escalation to locate my shipment. After having been told there was nothing that could be done, the 3rd level escalation stated for a fee possibly they might be able to do something about expediting my order.

I called Pottery Barn Kids customer service. I requested a supervisor when the representative answered the phone. She mentioned that it would be at least 15 minutes or longer awaiting the supervisor. It turns out, this was a tactic by the supervisor to discourage a call request. His name is Dominique and he works at the call center in Las Vegas. He would not ever speak to me directly but instructed the customer service representative to offer me $10 as a refund against the purchase. Again, he did not have the decency to speak to me directly. after several minutes of discussion with the customer service representative, it was obvious that Dominique had no intention of speaking to me a customer who by making purchases pays that person's salary.
Well I object. Dominique is a terrible representative of your firm! I am considering express my dissatisfaction on social media of the terrible example of customer service the Williams Sonoma, Pottery Barn & Pottery Barn Kids displayed. The lack of just common courtesy and decency exhibited by this person Dominique is unacceptable. Maybe, I might find others who have had similar responses by your company and in particular by this individual.

This is just a terrible experience and I will certainly be apprehensive in making any further purchases from your group (Williams Sonoma, Pottery Barn or Pottery Barn Kids, etc.) of stores in the future.

The customer service representative did all she could and I did accept the $10 rebate.

I am very disappointed in your service! More importantly, I am very disappointed in the lack of decency your management demonstrates!

Thank you for allowing me to register this complaint.

Walt Matheny
[protected]@airmail.net
[protected]

I went to store #441 to exchange a gift with the gift receipt I was given and wasn't even able to finish saying why I was there, when the store manager, Ronni, rudely interrupted me and said he wouldn't process the return without proof of purchase. After I provided him the gift receipt, he went into the back to "make a call" and returned saying he still wouldn't process the return and I had to go to the store it was purchased from because it was recently purchased. He also informed me that his district manager, Elisa M, wouldn't do anything about it and I was free to call her if I wanted to waste my time. I am certain that if my skin color was lighter or I was dressed the same another customer that was able to return something without a receipt, that I wouldn't have had an issue.

I would like to inform you as to why I will never use my Pottery Barn Credit card again...
We had a tragic death in our family and I got a few days behind in my bill pay. I have a credit score in the 800's so this is a very very rare occurrence, and I was otherwise engaged with family matters. I received a phone msg asking me to call regarding my account, thinking someone might be trying to use my card I called back within 20 minutes. The woman at Collections explained that I was late and to give her my checking account to process it.
I explained that I do not carry that info around with me and would make a payment online the minute I got home.
She was very very rude and told me that this matter would be treated as a REFUSAL on my part to pay my bill. She treated me like a common criminal who had no intention to pay.
If I have to worry about being treated like that should another situation arrive where I might be late, I will stick with buying at Grandin Road, Ballard, or Amazon for that matter. Its a real shame as I had my eye on a few things to buy after tax season if over.
Warmly Deborah Dormanesh

My Wife and I through the years have spent thousand and thousand of dollars furnishing our home with Pottery Barn items. Including purchasing and furnishing our entire dining room with Pottery Barn tables, benches and chairs which can be seen from our purchase history.

On 11/11/16 my Wife and I purchased online a Adeline Chandelier for a new home we were purchasing. In purchasing the chandelier we used a combination of our own money, gift cards we received at our Wedding along with a $525.00 "Loyalty Rewards" we had received from purchasing our Potter Barn dining room table, benches and chairs.

After, we purchased our home we soon realized the ceiling were too low and the chandelier to large so we returned it to our local West Hartford, Ct store in West Farms Mall. The staff explained that our credit could not be received at the store since it was purchased online but would be shipped back to Pottery Barn and we would receive a credit back to our Pottery Barn card.

A few weeks later, I received a small reward certificate for I believe $200.00 +/- dollars for my return. I then called Customer Service who told me the balance of the refund would appear as a credit on my Pottery Barn Card, approx. $525.00 dollars.

Today, on 2/26/18, I received my latest statement and there is no credit on my account for that amount so I called Pottery Barn Customer Service who informed me that although I never used the product and returned it properly (it was never taken out of the box) I forfeited my $525.00 "Loyalty Rewards" in the process, due to company policy, which no one ever explained to us when we returned it to the store in person or whenever we ever purchased furniture and store items and earned our loyalty rewards.

DESIRABLE RESOLUTION: As a beyond loyal customer who spent thousands and thousands of dollars with Potter Barn through the years to the present, I would like my $525.00 "Loyalty Rewards" credited back to my Potter Barn A/C# [protected] Sincerely Richard Witt, Esq. cell: [protected].

On 11/28 I ordered a whole new bedding onsomble from Potterybarn online,
Quilt, shams, sheets. About 2 weeks after I noticed something in the middle of the quilts fabrics that was turning the taupe cover green. I returned it to the store, the clerk made a hole into it and retrieved a 3 inch green floral stick sewn inside, hence making it turn green. I was told they couldn't replace it because it was ordered on line, but she did call and reordered it for me because now store and online orders which I've been told now, numerous times are two different entities. Well after not receiving the quilt for a couple weeks I just happened to call to check on it to find out that the quilt is no longer available ? They credited my account on 1/3 never told me that I was to never receive my quilt. Then was also told a down right lie from customer service saying they tried to contact me. I receive all my notifications from potterybarn and I also check my email numerous times a day.
I then asked if they could locate it somewhere, well first store option was 2 1/2 hours away, then they found one a hour away, so of coarse now it's my responsibility to call that store to arrange purchase.
To find out that it took some persuading for them to give me the same price I paid on line. But I was told we can't ship it to you for free and give you that price, the shipping will be $25 or you can drive a hour and pick it up.
Didn't I already pay to have a defective product that you sold me and I have to pay to replace it.
If I didn't already redo my bedroom around this bedding I would return the whole $500 order! I purchase thousands of dollars in merchandise from this store and never have been given such a run around. I think they can't hire enough trained customer service people to keep up with demand.

I ordered a leather chair and couch and was told upon ordering the chair would be delivered by December 15 and the couch may be first week in February. We were expecting company and counted on the chair being delivered, even removed our old chair and never received the chair. I called and spent hours on the phone and was transferred and transferred and disconnected several time to get nothing resolved. I need to know where the chair is and why I've been charged and never received the chair.

I had ordered two Lansing leather chairs in early August of 2017. Received a confirmation number and a delivery estimate of October 2017. When I called in October to check on the status of my order I was told that the order was never placed. My only option was to reorder the chairs which I did and was given a delivery estimate of Christmas time. I had ordered the chairs with the intention of having them for the holidays. Tried to contact them before Christmas to set up a delivery date since they were in but was told that I could not. Finally tried to set up a delivery date but was only offered the earliest date of a Thursday of January 4th, 2018. Tried to explain that we REALLY needed it before the new year since we were having family over and that I was willing to pay for delivery but was told that that was not an option. I will NEVER order from Pottery Barn again. The whole point of these chairs was to have them here for the holidays. Planned way ahead and they messed up big time.

12/26/17 - I called about Christmas pillows ordered in Nov. (email from PB saying pillows backordered til 12/12 and 12/18 was received after ordering). I didn't receive pillows and do not want them now since it is after Christmas. Was told order couldn't be cancelled. I asked for issue to be escalated. Next customer service agent listened for about two minutes and hung up on me.

It obviously was a system error, I doubt it's something that happens on a daily basis. But they did absolutely nothing and my money wasn't refunded even though it's been one month since I requested it.
I ordered a sofa 7 weeks ago. Everything was ok. As far as I understood they charged its cost along with the shipping cost. But the most interesting part is that they charged me the shipping cost when I was unable to cancel the payment.
I live in Fairfax, WV. They charged $103 for the shipping! It's a lot.
Let them know right after I saw this amount. They promised to take it into account and to refund the difference.
As I already said, it's been a month and there's nothing...

12/16/2017 Ordered Owl Fireplace Tool Set which was Backordered but promised to be out for delivery on the 20th. Also PAID for one day shipping, so expected on 12/21/2017

12/22/2017, item still not here, called customer service, they said it'd ship out today.

12/23/2017, item still not here, Called customer service again, put me on hold, then proceeded to hang up on me.

All I wanted out of the customer service rep was an ETA on my package.
But now I just want a refund, and they're probably not gonna get back to me for a bit so im gonna dispute the charge through my bank. Thanks.

Thanks pottery barn.

It's a very unreliable company, I recommend you to stay away from them.
Why? Because they never deliver on time and make you wait forever for your order to arrive, especially if you need it by a special date.
I ordered a lunch box for my daughter, I thought it would arrive fast, but it never happened at all.
Opened a dispute with my credit card company, because Pottery Barn refused to refund. Oh well, they can do what they want, but I won't let them think that they can scam me.

Hi there, I'm Nermin, owner of company Oracle Renovations! I purchased 4 different sizes of Holmans Shelf's and prior ordering I called your customer service to make sure that my order will be deliver in time for installation. Ordered shelf 3 of for come in time but 4th is late 5 days and I failed installation for my customer that cost me money of my total project price due to your company fault. Anyway I opened two of shelf trying to convince that may look good without 4th shelf and another problem with color variation and poor finish than I have another shame of your company and myself in front of my customer eyes. I returned shelf's in local store and now I have another problem, your impolite customer representative steeled my money purposely without explanation, first credit of $119.? I received 10 days a go then I called local store for help and they called your general customer service to figure out what is going on. I have news that they only can return $340.? And $160.? Is steeled by your bad customer service representative without explanation. Instead to return my credit and offer additional coupons for my problems I'm being rabid and manipulated by your company. I want you to know this is USA territory and that ordeal isn't legal in this country. I will not stop on this if my money isn't returned to my account . Will use all my power to notify rest of companies and customers about your business and I will report this to BBB and to N.C .Consumer Complaint Office. Also I will contact my bank to fight for my money because I feel that i'm victim of crime. I lost my mind by dealing with your impolite customer service representative than I want someone from your executive office management people to resolve this problem. For more information you can call at:[protected]

I purchased over $5500 in lighting. It took all of 2 Seconds to post to my credit card. I returned $222 of said purchase. 15 days later Noone can tell me what is going on with my credit. The store tells me to call credit card, credit card says to call pottery barn. Thats great except pottery barn has you on eternal hold.
Over 22 minutes and no one answer..More than twice now..One can only assume they have a lot of service problems if no one can get to the phone.

Not a good way to keep a customer

We received a Kendall Crib as a baby shower gift from a group of coworkers. We just moved into new house and went to assemble crib and the plastic teething rails are missing. My wife has spent a very unreasonable amount of time trying to get a replacement set (even agreeing to pay for it). She asked me to call and I got absolutely nowhere. The rep demands an order number which we do not have because this was a gift. We have spent many thousands of dollars at Pottery Barn and really are disappointed by the total lack of service. Without a positive resolution we will cancel are card and continue our relationship with Restoration Hardware. Restoration Hardware has been unbelievably responsive to the few issues we have had over the years.
Missing parts should not take this kind of unreasonable process to replace.
Please fix this problem.
Many Thanks-
[name removed]
[removed]

I am a very disappointed consumer. In February, I purchased a sectional sofa at a cost of over $5, 000. When the sofa was delivered the workmanship was very poor, the slip covers did not fit properly, the cushions were pleating due to lack of fill, the cover on the frame was dragging on the ground. I called immediately and was given the run around for several days. I was told a "furniture medic" would be dispatched to look at the sofa issues to determine if it was fixable. After taking the day off of work, 2 delivery guys in a truck pulled up in front on my apartment and proceeded to run in with their truck running, advising that there was nothing they could do. It took several additional days to finally get in touch with an individual that agreed that the sofa was not at all up to standards and she put in an order for a new sofa with the old sofa to be picked up upon delivery. I received the replacement sofa in June. While it was better then the prior item, it still does not look good. The slip covers are still very poorly made and the fit is terrible. I noted the same on the delivery receipt and was told that someone would call me. Nobody ever called and I tried to talk myself into believing that it's not that bad but it is horrible. In the meantime, I ordered a side table. The table which weighed approx. 70 lbs was delivered via UPS to my door. The box was so big and so heavy there was no way for me to get it into my downstairs apartment. I had to hire someone to bring the box in and pull it out of the box. The item never should have been shipped. In addition, I also previously ordered a coffee table that I was hesitant to have delivered after so many problems. The table was never delivered nor was the money credited to my credit card. The best option would be for you to send a truck and return everything I purchased and refund my approx. $7, 000. Worst experience with what I thought was a reputable company. I have pictures of both sofas.