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Pottery Barn

Pottery Barn

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1 198 complaints
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Pottery Barn reviews & complaints 81 - 120

Pottery Barn complaints 198

Pottery Barn - pottery barn cancelling order and late delivery

Had the Pottery Barn designer from the Greenville SC store to our home and we bought all the furniture he suggested
July 8 2019 we bought a sectional sofa, Ottoman, oversized chair and a office chair
This was all to be delivered in August but was not delivered until October 25 2019 and sectional was dirty.
In August we ordered a sofa, two bookshelves, chair and ottoman
Bookshelves were delivered 3 weeks later
October 23 sofa was delivered
October 28 email was sent to schedule delivery of chair and ottoman
October 29 receive phone call to say chair and ottoman are cancelled?
Really PB you can cancel 8 weeks later when I already have the other half of my order?
Truely the worst customer service ever
Buying furniture should be fun not a nightmare
Is Pottery Barn going out of business?
I have just read so many reviews that are similar to my experience
I am a very sad and frustrated customer looking for compensation on my purchases

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Pottery Barn - mattress

I purchase a mattress along with my bed from pottery barn Jeddah Saudi Arabia . The mattress totally sank on one side of the bed and I went to pottery barn in Jeddah to ask them my rights regarding the guarantee . They informed me that the mattress was still under guarantee but because the branch I bought it from had closed down they couldn't help me and that I would have to go to the manufacturer of the mattress. I went to see them and they said they couldn't help either.

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Pottery Barn - Furniture

I ordered some nice furniture from Pottery Barn in early May. When I place the order ([protected]), PB confirmed all the furniture was in stock and they were happy to place the order and take my...

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Pottery Barn - couch broke/poor customer service

Not only did my 8 month old Pottery Barn Turner couch break when I sat down on it, but I have been calling customer service every week for 6 months to try and get it replaced. I speak with a new customer service rep. Each time and am told that they are sending my information to their "furniture medic" team to come out and inspect it, but nobody from their "furniture medic" team ever contacts me. I am done with their department and tried calling the store manager. Well, I have up on him after waiting over a month. Now, I am waiting on the district manager to help.

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Pottery Barn - missing coffee table

Ordered a coffee table July 1, it was to take 6-8 weeks, they emailed to set up delivery for July 29th, the delivery company confirmed that Friday that the coffee table would be delivered for Monday the 29th. On Sunday at 3pm, they called to say that they couldn't locate the table, they needed 48 hours to locate it, and then reschedule. I don't know how a confirmed coffee table goes missing, but after 48 hours it is still nowhere to be found, and their response it well we will just refund you, or you can wait another 6-8 weeks for a new coffee table. When calling to complain, I was put on hold for 24 minutes, then transferred, then told I can wait another 20 minutes or have someone call me back in 24-48 hours. This is absolutely the worst customer service I have ever experienced.

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Pottery Barn - rewards program

Pottery Barn is running a real scam with their rewards program. We bought a lot of expensive outside wicker furniture in June. The salesperson (excellent employee) encouraged us to use the credit card because of the great rewards program. I received the email with my $750 rewards certificate. I made a purchase spending $316, leaving a balance of $433, I incorrectly assumed. I tried to place another order yesterday using my rewards certificate, it would not work. I talked to 3 different customer service people, # 1, very pleasant advised me to call in my order and maybe I could just add on, # 2 said no, it is a one time use, you need to spend the entire amount or you lose the rest. I asked to talk to a supervisor, he was terrible, no apologies, said we should have read the fine print. He was one of the rudest customer service individuals I have ever spoken too. My one error was not getting his name. I'm disappointed that I won't be able to shop any more at Pottery Barn, William Sonoma, West Elm, Mark & Graham or Rejuvenation. I will do my best to pass the word to as many people as I know how terrible this company is. The only possible resolution would be to change their policy. It seems from all the complaints I am reading online I'm not the only customer that did not read the fine print and is very unhappy with this rewards program.

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I experience the EXACT problem with a $700 rewards certificate. Pottery Barn customer service kept insisting this was a Comenity Bank issue and theirs to resolve. Spent over an hour on the phone with Comenity Bank yesterday after "inadvertently" being hung up on twice and switched to different levels of customer service. End result is they insist they do not have the authority to fix and it is a Pottery Barn issue. Any suggestions on what to do next other than tear up my PB credit card and blast them on internet?

Pottery Barn - customer service

Ordered and paid for a Danielle Lamp online and was given a few estimated dates for arrival, didn't arrive after two months, and by now I don't want it anymore. Trying to cancel my order/receive...

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Pottery Barn - rewards program

Pottery Barn is running a variation on a bait and switch with their rewards program. I bought an expensive sofa. The sales person highly touted the credit card as a fabulous rewards program. "You'll have hundreds of dollars in rewards to spend!" Indeed an email came, bearing my 525.00 reward. The email delivering the reward, says to "save this email as a record of your current rewards balance." And lots of bold boxed print about how to earn more rewards and get 10% back! Subsequently I called in a phone order to buy an end table that cost 226 dollars. Neither the sales person who sold me the sofa, nor the agent taking the phone order mentioned that the reward can only be used a single time, regardless of the amount being spent. Today when I tried to order another table over the phone, I was told that I had no rewards balance because I had already used the certificate. Imagine if you had 100, 000 miles in an airlines reward program, and you used 15, 000 miles to upgrade and then were told that was it, you had no more miles to spend. Pottery Barn is not offering a legitimate rewards program. It's more like a punishment.

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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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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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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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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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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!!!



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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.

Mar 30, 2019

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.

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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...

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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 hutche...

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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...

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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...

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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...

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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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