Pottery Barn
reviews and complaints

First of all we love Pottery Barn and have purchased many items/furniture from them. We will continue to do so. However, just to possibly save another person from the headache and waist of money we've experienced I'd like to share regarding this rug.

We purchased the Microplush easy care shag rug about one year ago. When we first received the rug it was beautiful and so soft on the feet, but it shed very badly for months. We thought maybe the back had not been glued/bonded properly or something but it just wasn't right. You could pull pieces out without even trying so it was never ending shedding. Pottery Barn kindly replaced it. The second one still shed a lot, but not AS bad. After about 6 months the rug became matted and gross on the feet. The matting collects particles and dirt and you can't vacuum it easily due to the length of the shag and lack of durability to the shag pieces. I would not recommend this rug!

After placing a pottery barn order online Friday evening after closing hours, my web browser crashed and error page was loaded. I clicked back and my order was placed twice. Immediately noticing the issue was not able to have issue resolved. Now dealing with a rude customer service who has laughed with trying to "help" resolve my issue. She laughed when I asked for a manger she said "you can speak with a care member leader going to be a long hold"

I do not find this a laughable situation to be charged a few thousand dollars twice. Her name is Jasmine.

Order Number:

[protected]

Order Date:

March 26, 2022

Fillmore Low Footboard Bed, Full, Simply White

Item #: 6659239

I ordered and paid for this bed back on March 26, 2022. The bed was listed as in stock and available for immediate shipping. I have called no less than ten times in the past 9 months. They keep saying it is going to ship in a couple of weeks but they are missing part of the bed. I want a refund or the bed delivered. Online it shows the outside delivery date as today, 12/5/22 but this date has been pushed back 8 times.

The website also says that the bed is ready to be scheduled for delivery (see screenshot) however when you call to scheudle - they are unable to schedule becuase they are missing the headboard on the bed. Despite asking several times to just send a new bed (rather than the try to find the "part on the dock" - they have been unable to do so. Online - it shows that the bed is currently in stock for immediate shipping.

Long story short. I paid for a bed to be delivered in April. I have never recieved the bed.

I placed an order on November 18, 2022 for an item price at $299.25. I looked today after receiving notification I was charged $458.25. I am outraged at this! Trying to cancel this order just placed less than a day is impossible to speak with customer service. I need this resolved immediately. This went thru paypal for payment. My item has not been sent yet so it doesn't show the charge. I will do a resolution/dispute. I need customer service to contact me immediately regarding this matter.

thank you

Denise

I ordered a Bunk bed and two dressers back in August. Fast forward to November when they were finally set to be delivered. The transit company called and scheduled everything so we were excited and per the instructions, removed all my daughters furniture. Now two weeks later and I have two boxes in her room and one dresser. I have spent hours on the phone being transferred for a solution. The last person I got at PB told me that they no longer had the bed and I should just get a refund. My kid still has no furniture and we are so disappointed! We ordered and trusted Pottery Barn for a reason!

Hi

Order Number: [protected]

Order Date: July 31, 2022

I placed an order with you on 31 July 2022 and paid US$ 995.00 for the 5 counter stools I bought from Pottery Barn.

A few weeks later I was told that my delivery date had been delayed for many weeks.

And a few weeks ago I was told that my order was not delivered because another charge to my credit card of more than US$ 1000 had not gone through.

I called your customer service line yesterday and they could not tell me what the extra charges were for. I was promised that I was going to receive an email with the details but no email has been received so far.

This is very disappointing. I still don't know what is happening and why this extra charge was attempted to be made.

Pottery Barn does not provide customers with an option to send emails to them, and there is usually a long waiting time to speak with their customer service personnel.

Many thanks,

Paula Marcondes

A 5:00 pm appointment was scheduled for today (10.22.22) for design services.

At 5:30 pm, a call was placed to the store at which time I was told that the person had left the store @ 4:30 pm. We live 6.6 miles from the Towson Town store. An hour to travel 6.6 miles seems extreme. However, I continued to wait. I continued to wait until 6:07 p.m. at which time I placed another call to [protected]. The person I spoke to said that she had been to our apartment and that there was no answer.

I explained to her that we have a Ring doorbell app that fails to show anyone at our door between 4:30 pm and 6:00 pm. The person I s/w was extremely rude and argumentative, said I didn't provide the apartment # in the information. She said she looked on the mailbox to find the apartment. Again, I explained to her that we DO NOT live in an apartment. I have no idea where this person went, BUT IT WAS NOT TO OUR CONDO as evidenced by the doorbell app and the fact that I was sitting by the door between 4:30 and 6:00 p.m.

For the record, I was in the store on 10.19.22 and the sales person I interacted with (Isafor) took a lot of time to assist me with purchases. She was extremely professional and patient, My plan today was to purchase additional products. My plan now is to return all of the purchases made this week and to NEVER step inside a POTTERY BARN AGAIN. The service and lack of professionalism was appalling.

Ordered in August keep getting the run around that it is on its way these are gifts and were needed and i would like to receive them ASAP

Hide Tracking Details

PACKAGE 1 OF 1

Status: Arrived at Facility

Last Scan: Aug. 23, 2022 7:10 PM Arrived at Facility Mechanicsville, VA

Weight: 7.10 LBS

Carrier: UPS

Service: UPS 3 Day Select

Tracking Number: 1Z378V1W1297669461, Link opens in a new window

Shipment Tracking Progress:

Mechanicsville, VA

Aug. 23, 2022 7:10 PM

Arrived at Facility

New Stanton, PA

Aug. 23, 2022 12:01 PM

Departed from Facility

New Stanton, PA

Aug. 22, 2022 5:08 AM

Arrived at Facility

Olive Branch, MS

Aug. 21, 2022 3:02 PM

Origin Scan

Olive Branch, MS

Aug. 21, 2022 2:49 PM

Departed from Facility

Aug. 20, 2022 6:49 PM

Shipper created a label, UPS has not received the package yet.

Wooden Nativity Set

Item #: 2141576

QTY: 2

Shipped

Shipped

Seahorse Stripe Kid Beach Towel, Aqua

Item #: 2909383

QTY: 1

Shipped

Shipped

On Sept 9 I called to cancel one item on an order. I explained the reason for cancellation. I mentioned that my credit was charged 922.27 and we used a gift card in the amount of 950.00. They cancelled the ordered and I received an email indicating they issue e-merchandise card for 950.00 but did see a credit back to my credit for 922.27. I called PB CS on 9/10 to find out what happened to the credit back to card for 922.27. They indicated they would take care and i would see in 2 to 3 business day. On Sunday, Sept 11 I received an email indicating the e-merchandise card was called. I called PB CS on 9/11 why it is was cancelled and why a credit for only 646.44 was issued to my CC when it the total amount of 927.22 should been issued. They indicated the difference of 275.83 was issued as a voucher. I told them that I do not see that amount posted to my credit. I called PB CS and talked to approximately 6 different reps and the issue is still not resolved. It is now Sep 23 10 days from my initial call and still no resolution

We ordered a number of furniture pieces from Pottery Barn and it has been a disaster. Dining room table arrived six (6) weeks after the chairs. We received no notification of the chair delivery and they were just dropped in the driveway while our contractor was working on our home addition. Ordered wine rack base cabinets with glass door upper units; based units delivered but when they were supposed to deliver the uppers, only two arrived. We are still waiting for the missing two uppers. Pottery Barn keeps sending delivery notifications and the products do not show up. When you call customer service, nobody seems to know how to help or figure it out. We will never, ever purchase anything from Pottery Barn again. Far better to go to Restoration Hardware or Amazon. PS-This fiasco has been going on for 10 months since the original order.

Beside the fact that the product gets delayed every month with no feedback, even worse is their credit card process.

I ordered an almost $9,000 Office Suite that was to be delivered in April. It is now September and now they are saying October, which I doubt.

But the worse part is that every week or so they put out a pending charge on my credit card, just to make sure I have enough credit line to cover the payment, even though the estimated ship date is over a month out.

That means that their pending charge uses up almost all my credit line so I cannot even use the credit card because it takes a week before my bank, removes the pending charge. If it were an actual charge, I could challenge it and have my credit limit back but because it is a pending charge, it cannot be removed.

I plan on cancelling this order and paying an extra thousand to buy a better quality Office Suite from Ethan Allen.

I will also NEVER purchase anything EVER again from Pottery Barn.

Oh and if you call customer service be prepared to wait for well over an hour before you get a person who CANNOT help you.

This is regarding Order #: [protected] that was ordered through your Pottery Barn store @ Haywood Mall, Greenville, SC on 05/06/2022 for $268.52. The credit refund amount that is owed to me is $33.58 which I haven't received. I used my Pottery Barn gift card for $33.58 ending in (6016) and charged the remaining $234.94 on my Pottery Barn credit card ending in (4126) which wasn't charged since I cancelled my order. The order was cancelled by me on July 25, 2022 due to numerous delayed deliveries. I was told that I would receive a credit w/in 7 to 10 days. I have emailed Pottery Barn Customer Service department beginning on July 25th, July 27th, July 30th, July 31st, August 3rd, August 21st, August 24th and now AGAIN on August 30th only to be told "a request has been submitted to our Gift Card Team. Please allow 2 to 3 business days for the request to process and the merchandise card to be mailed to your address on file". As of today, I have not received any type of credit from Pottery Barn.

Debra Ellenburg

ellenburg.[protected]@gmail.com

14 Arezzo Dr., Greenville, SC 29609

I purchased the Charlie Bed collection (full size bed, smaller dresser and nightstand) on June 21st, 2022. As I write this it is now August 29th. The entire time it has indicated a back-order status, (up until a few days ago when they charged my card and two items just say ordered,) originally promising the nightstand to arrive between June 30th-Jul 5th, the bed frame and dresser to be delivered between Jul 16th and Jul 30th. I have received a few e-mails since then indicating a new estimated delivery time. I have called them 3 times; problem is it's a call service that can only offer a refund. I'm already this invested continually thinking it will arrive just as the arrival date approaches it's pushed back yet again. In the meantime, I receive e-mails from them advertising the same set stating it's ready to go, but they can't even produce my order from over two months ago. I have no idea when it will actually arrive since they keep pushing it back. I think it's false advertising not being upfront from the get-go, and not communicating that it could be a really long time before you in fact receive the order. Perhaps they should stop advertising for new orders if they can't produce orders already placed. Inexcusable.

I placed an order in March 2022 for this item, which delivered to my home torn in June 2022. I immediately contacted Pottery Barn customer service, supplied photos and complied with all requests. I was promised a replacement sofa and compensation for the inconvenience. I was then passed off to Sutter Street and told they are the manufacturer and that they would complete resolution.

I have now supplied photos 4 times and responded to all communications promptly, but Sutter Street and Pottery Barn have fallen silent. My last email to them approximately 2 weeks ago has been completely ignored. So I have a torn sofa and it seems nothing is happening with my issue.

Order Number: [protected]

Order Date: June 03, 2022

On June 3, 2022, I ordered a crib from Pottery Barn Kids web site. I received a confirmation email stating the estimated delivery date would be Jun 17-21. My credit card was charged for the item on June 3rd.

I did not receive the crib in June, so I tracked the order on the Pottery Barn website and was shocked to see a status of "Preparing to Ship" with an estimated delivery date of Feb 14-16!

I placed a call with Customer service on 7/29 and spoke to an agent who told me the item was to be in stock that day, and if I waited 24-36 hours, my shipping date would be updated in the system. This did not happen. I placed a second call on August 8th, and was told the item had been on backorder, and would be in stock on August 9th, and so, if I waited until August 10th and checked the website again, the status would be updated.

It is now August 11th and the order status has not changed. I need this crib for my soon to be born grandchild. I need to know for sure when it will be delivered.

I ordered 3 Quilts. 2 Twin/XL Twin and 1 King in Blue Frost on 7/23/2022. The quilts were the pick-stitch Handcrafted Quilt. There are no less than 10 colors of this quilt currently on Pottery Barn's website for sale. I ordered one that is a light blue and was a final sale item.

I just got off the phone with customer service. Apparently Pottery Barn keeps taking orders for items even if they don't have the item and once it is out of the warehouse they just cancel remaining orders. But there is no warning on the website that the order may be cancelled. Also, this explanation does not make sense since I was told that my order would not be delivered until February. I was okay waiting for the item.

Instead of giving me an option to select a different color at the same price or providing some sort of discount on making a new order, they just cancelled the order outright. I am most upset that they did not even try to do something to make it right. Now the sale is over and all of the items available not the website are significantly more expensive. Had I know that there was such high likelihood that they would cancel the order, I would have ordered a different item that was on sale at that time that would not have gotten cancelled.

Customer service just blew me off and didn't even try to engage to find a solution to make it right. I am just really disappointed in their complete lack of effort to try to make a new sale and make it right for a customer.

I ordered $3,200 couch/chair combo March 8, 2022, now July 31,2022 I have not received the order and I have gotten two notices telling me delivery not expected till mid September. At the time of purchase the sales rep claimed it would likely be delivered in a June timeframe so I expected a wait but now they have gone over their original delivery time. 7 months they will have had my money - I believe this is terrible fulfillment.

In September of last year, I ordered a vanity/hutch/mirror from PBteen. I received the hutch quickly enough, but I am still waiting on the vanity and mirror, nearly a year later. I fully understand there have been issues, but try explaining that to a child who is waiting for a Christmas present. One would think that an item that takes nearly a year to arrive (maybe) would be considered out of stock. At that point, I could choose another item. Communication leaves a lot to be desired. At no point have they contacted me without my contacting them first. At first, they did answer my inquiries, but the last two times I have contacted them through their customer service link, I have not received a reply. I then called asking for an update on my order since online it was saying it had arrived, but was awaiting other items in the order. What? So I called the warehouse where I was told the vanity comes in several pieces, so they were waiting on that, and he had no idea when the items might arrive. Not once have I received any sort of apology. At this point, they should be offering me a gift card as an apology for such poor customer service. I have tried everywhere to find an email address to send to someone in charge to no avail. They hide that information well. So at this point, I have no idea when I might receive what I have already paid for, and nobody has any answers. This is totally unacceptable.

On June 28th, 2022 I ordered a large rug from Pottery Barn for $999.00. The rug was supposed to be delivered July 16th. July 16th came and went, so I checked on the status of the order and was told it was delayed and would be delivered July 22nd to 26th. All the while the tracking system said it was at a shipping facility less than two-hours from our home. I called back again and today was told the rug was backordered, then later was told it was lost in shipping due to an accident on a highway. Pottery Barn outright lied to me, and I finally had to cancel the order. During the time I was waiting for the rug, it went on sale for $400 less. Since I have been lied to and delayed for three plus weeks, I asked for them to reorder it at the sale price, which they refused to do.

NEVER BUY ANYTHING FROM POTTERY BARN!

First contacted Pottery Barn regarding their defective product on 5/12/22. Ball bearings from the wheels of a $700 desk chair are coming out and leaving grease stains on the carpet. We have only had the chair for approximately 6 months before the issue started. Pottery Barn stated they would assist us promptly and asked for pictures. Pictures were provided several times. It has been over a month since there has been any correspondance. Last heard from Pottery Barn on 6/12/22.

I thought Pottery Barn would have better customer service since; however, apparently they do not. I have asked for a refund for their defective product.