Pottery Barn

I placed an order worth $11, 000 dollars for furniture with Pottery barn. We waited 4 months for the beds to be delivered only to find out that they had the wrong size and fabric. We had a reward certificate for 2150 from that order which I applied to a king bed. The order was placed Feb 2016. After multiple delays on delivery, I was informed via email that my order is cancelled as the manufacturer no longer makes that bed. I went into the store where I had placed the order, and the sales person said, she could see the bed was available. This was June. We placed the order again and I finally got the bed in Aug. We had moved from Africa and were without a bed for 7 months. The best part is, the reward certificate never got applied even after repeated calls and I am still chasing a resolution to the matter. I get agents who hang up, supervisors who are rude and act as if I am asking them to compensate me. I am being penalized for their error and lack of service. I am so frustrated. It is not a small amount that I can let it go. I am amazed at their lack of professionalism and resolution to such an important matter. An year later I am still trying to sort this out. As a delay for the bed, I received a $100 dollar gift card. How pathetic is that.
I have been placed on hold for an hour on Dec 19th. 30 minutes on Dec11th and another good 25 mins on Nov 21st. They say they cannot apply it as the certificate has expired.
It is my money. why should I be penalized for your errors.

Pottery barn your service sucks. Absolute and total disregard for your customer. I bought my entire house furniture, waited for months for delivery and this is my reward.

I've already placed several orders with pottery barn kids and pb teen online for this coming Christmas and already regret ever spending my money on them since they obviously show no care or interest with my issues and concerns. As soon as I submitted my order with pb teen I changed my mind on a fabric choice for the mani pedi lapdesk. I immediately called customer service and asked if I could change it for the other fabric (exact same price) she said I needed to allow time for the order to appear in their system and call them back in 15 minutes or so. So I called later and the next lady told me it was too late to make any changes. Wait, what? So I have no choice but to stick with the initial selection I made. Any other company would've gladly obliged. Next, on my pb kids order I placed the email confirmation of my order showed a higher price one of the items I purchased. Lucky for me I had a screenshot of the item I texted to my sister. So I called customer service and she first denied anything could be done since the order was submitted and supposedly the item in question was set for the higher price and that's what the price is. I told her I had the screenshot of the day prior showing the lower price of when I added it to my cart. She asked my to email it to her of which I did. Then she said she couldn't do anything because the picture didn't have a date. I have an iPhone so at the top of the picture for the date take it said Yesterday 6:21pm. I tried explaining to her that the date would be yesterday's date because that is how my phone will show it being that it was only a day ago. Maybe I'm the i###t and there must be a way to pull the on the picture but I'm not very tech savvy. Anyway, she's the bigger i###t for not understanding the concept of yesterday's date from the day we were on the phone. It was very irritating and frustrating. I honestly feel like it's a losing battle every which way. So not worth the $20 difference in that item price for my time to deal with them and the stress. But I think that's what they want is for us to give up they just robbed me of $20 I can only imagine how much they've robbed from customers to date.

Customer Rep Pamela and Customer Rep Supervisor D Sorreta fought with my wife about a refund that she was justified in receiving. There was a technical issue on the mobile website of Pottery Barn that allowed capital letters for engraving but when my wife and I received the actual product, the engraving was not in all caps like the 'Preview' and Shopping Cart showed us before purchase. Instead it was in Title Case. Pamela and D Sorreta were insisting it was my wife's confusion that led to her purchasing the product without understanding the engraving instructions. But these two failed to understand that Pottery Barn's mobile website was at fault from the start. Finally after showing screen shots from the mobile website to D Sorreta, my wife was granted the refund she was requesting. Ridiculous, rude and unprofessional customer service from a company who sells high-priced items. We have been customers for years but the treatment we received from these two customer reps was the worst customer experience we've ever had. Suffice it to say, we will no longer shop at Pottery Barn after this year. These customer reps also lack technical training. Instead of finding out that there was an issue on their mobile site that didn't replicate on the desktop site of Pottery Barn, my wife had to be the one to figure it out for them and call them out on it. The whole time these two were just insisting my wife was wrong and wasn't trying to understand her situation. Never again Pottery Barn! We will be taking our money and business elsewhere.

I have purchased a chair for my son from this company Pottery Barn Kids. When I received my order I did not like the quality, chair did not look like pictures on their website and material was very poor. I contacted Pottery Barn Kids customer care service and tried to get a refund but they said it was impossible. They said that since there was nothing wrong with the chair (damages and etc.) They could not do anything. I'm very disappointed I bought from this website!

Beware of ordering from Pottery Barn, for furniture delivery. Their system is broken.

We have had a terrible experience, which has consumed a lot of our time in trying to track the order, figure out why items were just sitting in warehouses and not being scheduled for delivery, items being damaged and then the entire order being held up and not delivered. The experience of working with Pottery Barn, and then the 3rd party delivery service they contract with, MDX group, has been terrible and extremely frustrating. Both deserve extremely low ratings, and I would never, ever order an item from Pottery Barn because of this experience. The process is inefficient, there is poor coordination between companies, and even within each company, no department seems to be able to coordinate with each other. After calling 10+ times, we are still unable to completely confirm that a delivery has been scheduled, three months after we placed the order, and two months since items have been available for delivery.

In Aug we purchased (paid for ) a $2000 desk for my son. The white glove delivery option was in place the set up team came out Sept 15th to set up the desk.

The team identified to my husband that they did not have the correct fastners, brackets, etc to finish the job and they would order the parts and call us.

2 weeks later I called (no call or email was sent to us) and the representative said we will order the hardware and give you a call.

I call today, now a month later and spoke to a GREAT lady Ms. Keesha.
I wasn't nasty on the phone, I work with angry customer most days and I did not want to be that customer to her. She took great care of me. She informed me that the hardware is being shipped by Oct. 19th and then we can call for the final setup.

This is our second purchase of a desk with Pottery barn. Both of the purchases have been a cluster... 10 phone calls, many customer service reps... but the kids like their desks... so... what ever. BUT... I did want to point out that Ms. Keesha was awesome. She gave me her direct extension to help if I needed it and promised they would get this taken care of.

THANK YOU MS. KEESHA!

I made my order in January 2016 and they immediately took my money.
They said I'll get my order within 7 days but 7 days later nothing arrived. I contacted PB teen customer service and they said that due to some difficulties my order well be delivered within next two weeks. I agreed and said I'll wait for it. Nothing showed up even two weeks later.
They said that my item was no longer in stock. I asked for a refund but they claimed they don't do refunds and said they'll ship my item as soon as they'll get it. I had no other choice just to be patient and wait. It is now August 2016 and still nothing. I was in contact with these guy till May and then they just stopped replying. All I heard was empty promises and lies. Buyers beware! PB teen is not a trustworthy company, do not buy anything from them!

After three weeks of waiting I've decided to contact Pottery Barn Kids regarding my order status. Customer service rep said he needs to check on my order and asked me to wait. So I was put on hold and waited for about 30 minutes only to be told that my item was no longer in stock! They said they cannot refund me and offered to pick something else. So I placed another order and paid some extra (because it cost more than the previous item). They said I'll get my item in 5 days. 5 days passed and nothing arrived so I contacted them again and they said exactly the same thing. I demanded a full refund but they said that they cannot do that.
I said I'll contact them back later.
I have no idea what to do! I can chose another item but I really doubt I'll get it! Need some advice here!

I was a regular customer of Pottery Barn. In the past few years, I have witnessed a noticeable decline in the products, quality and service. We purchased a teak outdoor table and chairs. which has rotted despite being stored indoors during the winter and regular care. We purchased towels, which have frayed after a few washings and have purchased sheets, which have ripped and the the embroidery thread has unraveled. The worst part is that Pottery Barn refuses to stand behind their products. The customer service agents are dismissive and, while following corporate protocol of return periods, are not willing or able to make any exceptions. As a consumer, if I buy a table for over a thousand dollars I expect that it will last for more than the 30 day return period. After my most recent exchange with customer service after towels purchased for a guest bathroom unraveled along the edges and the quality was thin and coarse and could not be returned because they were monogrammed, I stopped being a customer of their store and all of their subsidiaries. I just wish they would stop sending me the catalogs.

I purchased a quilt on May 10 and tried to cancel the order, but was told it was too late. When I received the order I was unable to process the return online so I called customer service. I was told I could only return it as a UPS pickup and would be charged $13.50. The shipping date was May 19 and was received by Pottery Barn May 23rd. A credit was finally issued June 23rd, but not for the full purchase amount and tax. When I called customer service I was told I had used a rewards credit which was not true and can be verified by my bill. This is not the first time pottery barn has given me different answers and not given a full credit. I have been a devoted shopper, but have decided I am not willing to be treated in a dishonest manner any longer. This company can not be trusted and does not value its customers.

I purchased the Hudson Dresser and two 4 drawer bedside tables that cost over $2, 400.00. After one year the paint is peeling off in layers and you can see parts that haven't peeled yet is cracked. I contacted Pottery Barn and they said a QC person would contact me to look at the defect. Once they found out I had moved all bets were off. They do not cover defects if the furniture has n been moved. Everything else in my house looks great after moving, including 2 wood book shelves and TV stand purchased at World Market...all painted wood. So unless you never plan to move, Pottery Barn will guarantee or stand behind their products. I am very disappointed on the quality of this furniture...especially at these high prices.

I ordered a bed and dresser from Pottery Barn that clearly stated a certain sale price.I called and spoke to 4 different customer service representatives throughout my wait time from March 29-June 14.

Each time a customer service rep told me a different date that my furniture would ship. I never received my furniture (2 months later!) The last call I made on June 14 (almost 3 months after purchase), the supervisor finally told me that the price I originally paid was not correct and that it was a MISTAKE on their end! She told me that it was supposed to be more than twice the amount. She said I would have to pay the difference to receive my furniture.

I have an email and website statement that clearly states the original purchase and price. NOW they are trying to tell me that I have waited almost 3 months for furniture they were never going to send me! This has been a waste of a lot of time, money and overall aggravation!

THIS CANNOT BE RIGHT.My complaint has been filed with BBB.

I contacted PB today, thinking that this would be no problem...but I was wrong.
My two Charleston grand sofas were purchased years back. They were covered
in SAGE green velvet. I spent a fortune! These velvet slipcovers became discolored (on the cushions and seats only) very early on. They turned into a mustard green. (I really didn't know what to do. Busy mom of two kids at the time.) Then a few years back, I tried to order new slipcovers for the seats and back/side cusions only, and was all set to do so, but PB at the store level refused mentioning different dye lots. I assure you my sample of SAGE velvet was identical to the body of the slipcover
and it would have resolved this mess for me. I would have been happy with the outcome.
So all this time I have been irritated and frankly embarassed by the condition of the sofas.
We moved into a smaller home in 2013. It was my intention to sell the sofas
and replace with a sectional. Money is a factor. I could not find any sectionals I liked that I could afford. I still liked the idea of slipcovers, but did not want to deal with PB again. In the end, I contacted PB and after much haggling on my part got them to agree (there was a 20% off sale at the time) to an additional 5%= 25%
discount on ONE set of slipcovers (thinking I would part with the second sofa.
Now I have to tell you that I could not sell these sofas, no-one wants them. I decided one sofa was enough, that it was more affordable to just get new slipcovers. Only my daughter maintains that I need both sofas for enough seats.
So today I have asked PB to honor the arrangement we made and give me the same 25% dscount on a second set to make me, their customer, happy, especially in view of the deplorable original slipcovers.
I must add that the first set arrived here a few days ago. They are a far superior quality compared to the velvet covers, the seams are stronger, better fir, they go on well, and the zippers look stronger, unlike the velvet covers. I was told by PB that they now use a different manufacturer. Well...no wonder.
I called WB Customer Service after emailing back and forth. They flatly refused to honor the discount for the second set. I sent one more letter along, and copied it to the nice customer service rep who helped me back in April. I also stated that I would publish my unhappy experience on facebook and wherever I can, because
I am very angry. Now I will have to get rid of the second sofa, as I refuse to pay full price for the twill. PB prices are very high for stuff like this, which is why it took me all this time to bite the bullet and order new sets. I think the right thing to do is to honor the discount for the second set.

Never again will I buy anything from Pottery Barn. The customer service has just been horrible and the couch is really not that good for the high price (and I even got it on “sale”).

First, the service: I ordered a Pearce sectional couch (item 6705198) online after checking it out in the store. The store experience was pleasant but what has followed is a nightmare. After 6 weeks, they delivered only half of my couch and I received no explanation as to why that was, except one customer service representative telling me that they shouldn’t have done that and the couch didn’t pass quality control. During that delivery I noticed the two pieces didn’t have matching alligator clips to hold the sections together properly. Customer service told me that the delivery team was supposed to install them, and so they would send me clips to have ready for the delivery team during the second half of the delivery. I can’t even remember how many phone calls it took over the course of weeks to get confirmation that the clips would be sent and to find out when the other half of my couch would be sent, because apparently the furniture and delivery teams have serious communication problems. ANOTHER 6 weeks later the other half of my couch arrived and the delivery team was completely unprepared for installing the clips! They didn’t even bring a screwdriver. I let them use mine and they hurriedly installed the clips backwards and drove several screws into the fabric instead of the wood. I had them redo them which bothered them and I am still frustrated by the hole they made. This is the “white glove” service… just ridiculous.
Now 3 months later the corner cushion is seriously sagging, either due to a problem with the cushion or the underlying foundation. Getting resolution on this is turning out to be another disaster. Several phone calls over several weeks totaling more than an hour and absolutely no response from the “Delivery Quality” team. I sent photos, confirmed the email, asked for confirmation, sent photos again, called several times and each time got forwarded to the furniture (wrong) department. This issue is still unresolved. Let’s see how many more months of my life I have to waste on this company.

Now, the couch: In addition to the sagging corner piece, there are small knots of threads sticking out of many seams that are clearly due to improper sewing. The couch is lightweight and seems like it won’t last all that long. The back cushions reshape from a few uses and need to be constantly fluffed or turned. And, the cushions are incredibly variable in firmness from one section to the next. This is not how it felt in the store and I never would have paid this price if I knew it.

Bottom line: Find a cheaper couch elsewhere at a company that might have better service. You can probably get two or more couches of similar quality there too.

Let's just say that one attempt to modify the material for a furniture order resulted in the order being cancelled while I was told for months that the order had shipped and everything was fine. Finally the associate told me, "I guess everyone else you spoke to just didn't read the notes." Seriously?! Just a horrible experience from end to end. Ultimately I will just go to a furniture store, which is what i should have done to begin with, and get something probably nicer for half the cost.

Never...again...

I recently had a really bad experience in Pottery Barn store over in Naperville. I was shopping for some wine glasses and a woman (sorry to say Indian) got really nasty with me for moving the glasses around on a table. Then, a young lady was helping me also decide when the store manager came up and started chewing-out the young salesperson right in front of me. I like the items, but the store manager's behavior was really bad to her staff.

I walked into Pottery Barn, Pinnacle Hills, in Rogers Ar. I was ignored, treated as if I didn't exist and when I finally asked for help with a fabric sample was handed the sample and then promptly ignored again. I was prepared to purchase a sofa. The next day I called the store to complain to the manager, she was just as rude as her associate. I will never do business with Pottery Barn again. I would suggest they teach their employees customer service skills. This happened to me once before at the same store. I thought I would give them another chance because I like their products. NEVER AGAIN!

No wonder there are over 400 complaints about this unprofessional corporation and its representatives. Not only did we not receive the orders, even though we made special arrangements to stay home to receive them.. The customer service lady was talking over me the whole time and trying to refund a lesser value than what I had paid for shipping

I ordered a kid's table and chair set on Nov. 30th, 2015. We ordered for the purpose of having our grandchildren use the table & chairs while they were visiting over the holidays. Delivery was made Dec. 8 but only received the table. A call to customer service assured us that the chairs would be sent in a week. A week later another table arrived with NO chairs. Another call to customer service was made and once again they claimed we would be sent chairs in approximately 1 week. They also made arrangements to pick up the extra table. We asked if the chairs would arrive before Christmas and the answer given was it would be close. Dec. 29th, we received a call informing us that the chairs were no longer available in the color requested so I said I'll take white and was given a delivery date of Jan. 4. Today, the 6th I called to see why no chairs were delivered and was not given any specific reason but the new delivery date is Jan. 16. I asked to speak to a supervisor and was told if I gave my number, I would hear from someone within the hour. This was my first experience ordering from Pottery Barn and as you can imagine, it will be my last! Pottery Barn has had my money since Nov. 30th and I only have half of my order. Hoping I have chairs before next Christmas!