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Pottery Barn

Pottery Barn

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1 198 complaints
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Pottery Barn reviews & complaints 281 - 198

Pottery Barn complaints 198

Pottery Barn - customer service and delivery horrible

I ordered an item 11/27, and it stated backordered. I got a call sooner that it was actually available, for delivery 12/28. They never called with my delivery time as promised, so I called 12/26. They told me 1-3pm on 12/28. The driver called at 1020am to say "be there in 20". He was there in 40 and had 1 wrong item. He didn't know it was wrong, thank goodness I was there. He said warehouse would call me to correct, they did not. Warehouse called to ask how everything went, and I told them I didn't get a advance call for appointment window. They shared that no one did that day. I asked when my missing double glass door media piece would arrive, and I was told customer service would call me. No one has called. So, I called customer service 1/4/16 and waited on hold 28 minutes, hung up. Then again for 34 minutes, hung up. I tried again today 1/5/16 for 21 minutes and got through. Despite the warehouse telling me they have inventory, it will not arrive to their location until 1/8/16, and someone will call me 1/13/16 to schedule delivery. They only deliver in my area on Mondays, so I guess best case scenario I'm waiting until 1/18/16. THAT'S 22 DAYS TOO LATE. Can't wait to track down customer service because I bet they WON'T CALL the 13th either!!

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R
Dec 21, 2015

Pottery Barn - christmas stocking

On December 10th I ordered a Christmas Stocking. I think it was an angel. First of all, it did not tell me how much the personalization was but AFTER I clicked to order, it said they added on an extra $9.00 for it. Pretty shady, if you ask me. Anyway, the stocking was to be delivered on December 18th. It never arrived. I called them and spoke with a very nice lady. She told me it was still "processing". I was in shock over this as it should of been on my doorstep on this day. She did suggest that I call back on Monday the 21st. I just did at 8:00 PM and I am told by another nice woman that it was "still processing". I told her that I no longer wanted the stocking as it is NO GOOD AFTER CHRISTMAS. I requested a total refund on my VISA immediately. She said it was already paid for. What the hell kind of company takes the money from a person before the item is shipped? She asked me if I was sure that I wanted to cancel it and I told her "absolutely". I mean come on, will it still "be processing in 2016". I told her I was disappointed with Pottery Barn and their sales pitch is horrible as they are still advertising these Christmas stockings. Well, I must say... these people do not keep their promises and have definitely let down a little girl with no stocking for Santa to fill. Bah Humbug. I will also be putting in a complaint with my VISA to let them know of this fraudulent episode. I wonder how many other people they have screwed for the holidays. SHAME ON YOU. Sounds like a ruse to me.

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Pottery Barn - customer service

Ordered a bed from Pottery Barn and they are unable to figure out if they are even getting it in stock. Keep getting emails saying it is backordered. Meanwhile I currently have a brand new $3, 000 mattress on the floor which I am sleeping on with no bed in sight. Customer service is horrible. I'm put on hold for 10-20 minutes at a time while I get transferred around to different departments and the latest information I received is that the bed will be here soon. Who knows what soon means to Pottery Barn. One customer service rep told me I should start looking for another bed. This is after 2 months of waiting. I will never order from this company again. They do not care about customer service at all

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M
Dec 14, 2015

Pottery Barn - hate this site

I purchased a bag for my daughter. But, unfortunately, the bag was too small and we decided to return it. I've contacted them asking about the bag. They told that they received it, but it didn't come on time. Item arrived one day late. So that means that they will not give us a refund or another item. So it's a lost of almost $80. It was not our fault that the shipping took so long. Their return period is very short. And only because of that we lost our money. I don't know of any other company with such terrible returning period. It's impossible to ship something back in a week. Pottery Barn is a horrible service and they don't respect their clients at all. I probably won't purchase anything else from this site. I'll better prefer companies that understand that sometimes mistakes happen. But I expect a full refund and they will give my money back. It's not my fault the bag arrived one day later than it should have, it's only the shippers fault.

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R
Dec 05, 2015

Pottery Barn - customer service / delivery issues

We had a horrible experience with Pottery Barn today (December 5, 2015). We bought a king-sized bed from them about 4 months ago, and all of the parts finally arrived. We scheduled a delivery date and timeframe, and during this delivery window, Customer Service called to notify us that none of the correct hardware had been placed on the truck to be delivered to us...e.g. the bed could not be set up. We had, as one would be apt to do, already removed our existing bed in preparation for the new one, so this HUGE mistake by the company is causing us to have to sleep on the floor tonight (and potentially many more days if the company cannot reschedule the delivery in time). This is absolutely horrible customer service, and demonstrates how weak the management and leadership of this company is. How can a mistake like this happen? Is there no one at the warehouse in the position to watch over and confirm that all pieces of a delivery are placed on a truck? Where are the checkpoints and safeguards? As of now, the company has not offered us any credits to account for the immense issues they're causing us. This should have been the very first comment out of the customer service representative's mouth (along with an apology) when she called today to inform us of the delivery issue.

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R
Nov 14, 2015

Pottery Barn - buchanan sofa

I ordered a $2508 special order sofa from Pottery Barn. I am not pleased. They do not stand by the quality of the product and it is impossible to find a person who will take responsiblity. First I...

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Pottery Barn - charged months in advance of receiving product!

I have placed several orders with Pottery Barn over the past several months. Two of those orders were considerably large—for furniture, placed on September 4 and September 7th. My credit card was charged for the majority of the furniture directly after I placed the order, showing in my account history that it had been shipped and on the way to me in the next few weeks. Part of my order included a couch and chair that was “custom” built. The couch and chair were not billed at the time of the order-expected to be delayed for several weeks. The remaining items were expected very shortly. I still haven't received them. Although I am paying for them. OVER TWO MONTHS LATER. In speaking with different representatives for PB, they have quite the system going. Initially I was told that these things take a while to deliver. Weeks? Months? Really? Then I was told that for my benefit, they were holding my items in my town so that I could have everything delivered together. Never mind that a couch and chair were being delayed for several weeks and they pre-charged me several thousand dollars on my credit card for the items allegedly sitting in a warehouse in my town. I have been paying for thousands of dollars in merchandise for over two months-merchandise that I don't even OWN yet. PB has my money, interest free, and I don't even have what I've been paying for. The last time I spoke with Pottery Barn a week ago, they assured me that my items were in my area and they were only holding them for my benefit so that I wouldn't have to have a delivery truck make more than one stop. Funny how I paid all those delivery surcharges on every individual item, but now they're looking out for me? One delivery but I'm paying how many delivery surcharges now? Funny how they charged my credit card on September 5, September 6, September 12, October 9, and October 11th for items I don't even have yet, but they're doing this for customer service? Funny how it takes four to six weeks to credit a return but they charge a purchase out months in advance of a customer even receiving it. When I asked Pottery Barn to please deliver the furniture that was already in my area, they told me just how sorry they were and that someone would contact me in three to five days to arrange delivery of my items. Nobody has contacted me. Where is my stuff, Pottery Barn?

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R
Nov 10, 2015

Pottery Barn - furniture items paid 5 motnhs ago are still not arrived

5 months ago we have purchased outdoor dining set and a sleeping bed from pottery barn for a total of $4800. both items came defected. The bed arrived without its base and the dining set without its extension leaf. The installer promised us they pottery barn will shipped replacement items within 2-3 days but as you can imagine till today (5 months later) they didn’t. We have called so many times to their costumer servicer as well as have sent at least 15 emails to costumer series to report the situation only to received automated emails that a replacement items are on their way. Our frustration from pottery barn’s inferior costumer service is behind imagination. As a pottery barn loyal costumer who bought merchandise form them for many years I can now say this is the most horrible company to deal with.

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Pottery Barn - pottery barn~ horrible quality and service

We had our designer order a couch for us through Pottery Barn February 12, 2015. It was supposed to arrive somewhere between 8-10 weeks. It was finally delivered August 4th. (25 weeks) I was told by my designer that she and her assistant had called over 20 times waiting on hold forever each time. She finally asked to speak to a supervisor and got a person who gave us a 20% discount for the delay. We were told to call her personally anytime and if we decided to purchase from Pottery Barn again a steep discount was promised. After have the couch a week our son sat on it and we all heard a very loud crack from underneath the sofa. (Our son is not a large person.) We lifted up the sofa and felt two areas under the black fabric that were poking out. We immediately notified our designer and she came over to check it out. See attached photos: She called the women in customer service (who said to call her anytime) left several voice mail messages and never heard back from her. When she did speak to someone else in customer service she was directed to the furniture repair department. There is only an email address for furniture repair. No phone number. There was an instant message that said they would get back to us within 5-7 days. That was Sept. 30, 2015. No return email.

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Pottery Barn - furniture delivery

Order bed frame, headboarrd, footboard back inn June 2015. Delivery promised late August. Got call saying was to be dlivered, they cancllled on the day of delivery. "your item didn't get to the wharehouse in time" meaning they are scheduling deliveries BEFORE they know where the good are. PS: had given away our original bed by now! Went thru 2 more scheduled deliveries before PART of the bed showed up; could not use it without the headboard. Then another delivery for the missinng headboard, now it was assembled (with MY tools since they had none on the truck!) and it was manufactured inncorrectly so they took it away on ANOTHE trip Today (October 18) they no-showed (making this the 3rd no show/cancllation and probably 6th 'committed' delivery. BTW: affter teh FIRST screw up, we called Corporate HQ, which usually works for normal companies who care about custoemr serrvice, but in Pottery barn's case (William Sonoma is the parrent company and who our assigned 'problem resolver' worked for) the person they assigned to resolve it basically talked a good game but did nothing. We asked for a real executive reposnible for deliveries call us. They committed to do that and no one has EVER called. Our local store has tried to fix things but seem powerless. We will never order from PB or it's parent Williams Sonoma ever again. if anyone from PB or WS wants to coontact us, refference order # [protected]

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R
Aug 27, 2015

Pottery Barn - robbery

I made a purchase of $148.21 and used $125 credit card rewards. An item I purchased was rusty so I returned it, and should have received a credit of $42.04. When my bill arrived the $125 rewards credit was not applied and the returned item credit was not on there. I called and was told the $125 credit had been applied THE DAY AFTER MY BILL WAS SENT and the merchandise return was probably still being processed. I called a couple weeks later, as instructed on the first call AND THE RERURN MERCHANDISE STILL HAD NOT BEEN CREDITED. I said I had a refund coming and was not going to pay because the return would cover it. The rep I talked with said not to pay anything because the credit should be showing up any day. Well...it was applied THE DAY AFTER MY BILL CLOSED. I was charged a fee for not paying. When I called I was switched between the credit card people and pottery barn customer rep. I was told my charge card had not been credited because they sent a merchandise credit "gift card". I said I wanted the credit on the charge...that would take 7-10 days. I was then refered back to the credit people and instructed to tell them I did not owe anything. I said that made no sense that Pottery Barn needed to tell them I owed nothing to which she replied "I can't do that."
Customer service beyond poor. Once this mess is straightened out I am canceling my credit card and NEVER SHOPPING AT THIS STore AGAIN.

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R
Aug 18, 2015

Pottery Barn - customer service

I purchased bedding for my child for his birthday on August 6th and was ensured that it would be delivered by August 17th for his birthday. Because it had not been delivered by the 14th, I called to inquire about the delivery date. It was told that the warehouse "messed up" and that they would promise that it could still be delivered by my son's birthday. No merchandise was delivered on his birthday and was told it would be an additional 2-3 days. I again called customer service and was told that my order could not be found despite it being withdrawn from my account on 8/7. I will never order any products from Pottery Barn again due to the negligence on their end.

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Pottery Barn - didn't do what they promised

We were renovating a room by redoing everything including paint, flooring, lighting, furniture, bedding and curtain. We planned to get a complete bedroom set which would cost more than $5, 000. We went to every pottery barn store in our area but couldn't find any display of the line we wanted. We had flooring and fabric samples and paint chips in hand and we were willing to settle for a swatch to complete the design. We went to their website to order the wood swatch (which costs $25) but they didn't have the antique white which was used for that line of furniture. We contacted the customer service. They promised to send the swatch so we waited. It never came. We contacted them again and the same pattern repeated, empty promises, never delivered. Finally our contractor couldn't waited any longer so he took on other projects and left and we were still waiting for the swatch. When I finally realized that it would never arrive I questioned them, I got an "apology" and a promise for "future improvement". They didn't offer to make up for it by sending it now, they never mentioned why it was never sent and why they repeatedly told me they would send it.

First of all I don't understand how they expect to sell any furniture without a display and not even a wood swatch, and we are talking about over $5, 000 worth of furniture. Secondly if they didn't plan to send the swatch at all why not telling us outright so we didn't have to waste all this time waiting for it and could look for alternatives. When I questioned them about this they stopped the communication completely!

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Pottery Barn - rude staff

Do not shop at the Pottery barn in Henderson Nevada, the sales associate Alice is rude and has no manners!!! The manager Trinia gets upset if you are given a great price for floor samples by another manager and then wants to take it away from you and tells you " do you want to buy it for retail??" Both of them have bad attitudes and if it were not for loyal customers to Pottery Barn like myself and others they would NOT have jobs!!

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Pottery Barn - using reward

My husband and I decided to invest in a good quality leather sofa and two recliners. They were ordered and delivered without any major issue. At that time, we opened a Pottery Barn Credit Card account so that we may utilize the awards program. After the order was complete, we had $650 of reward money to spend. I ordered an item on the last day of the rewards certificate. However, because the agent that took my order on the phone forgot to put my reward certificate information in the system, I did not receive the $650 credit. I spent many hours and phone calls explaining this to them, but they refused to give me the rewards money to apply to my new order. I have emailed them as well. Pottery Barn does respond, but only to apologize that Pottery Barn Representative on the phone neglected to apply my certificate. Very disappointing that such a solid company would do that!

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34 dollars to ship a bed spread and bed skirt, is Pottery Barn crazy! Worse yet I called the 800 number three times to get off the email list and 3 weeks later it hasn't happened. They did not even return my email! Some customer service.

D
Apr 24, 2015

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D
Apr 24, 2015

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Pottery Barn - furniture order

My wife and I ordered 2 custom couches from a Dallas Texas store - after the due date came and went (without any contact from PB) we finally had to call them. We went through several dates (all of which were missed). When they finally admitted they had no idea when (or if) we'd get our couches, we cancelled and went elsewhere. To make matters far worse, they now insist that I received a couch and are trying to bill me for one of the couches - that we never received. Bottom Line - if you cannot walk out of the store with it, PB cannot be trusted. They still can't get the billing issue corrected because the Order Department doesn't talk to Customer Service, who doesn't talk to Billing. Wow! Terrible Experience All Around!!!

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Pottery Barn - defective item/horrible shipping time

We placed an order on January 19, 2015 for an oversized anywhere chair with slipcover. We received the item over two months later (today) on March 25, 2015. When I assembled the chair and upon...

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Pottery Barn - avoid pottery barn - mismanaged/incompetent

My wife and I ordered a bed frame from Pottery Barn. We were told that the bed frame would take 8-10 weeks to be delivered from the purchase date. After the ten weeks had elapsed, the Pottery Barn delivery team called us to schedule a delivery. My wife and I took off work to help the delivery folks set up the bed frame in our home. We received a call on our first scheduled delivery date that our bed frame was not placed on the delivery truck, and that the Pottery Barn team would need to schedule another delivery date. My wife and I again took off work on the next scheduled delivery date. The Pottery Barn delivery team arrived at our home with two rather small boxes. We asked the delivery folks before they entered our home whether this was the entire bed as it seemed rather small compared to what we had been expecting. They insisted that it was the entire bed frame. As we expected however, the Pottery Barn folks only brought part of the bed frame - neither the head board nor the canopy structure made it to our home. In addition, we had to provide the delivery folks with booties and tools in order to open the box in our home to verify that what was contained in the two boxes wasn't the entire frame we ordered. In addition, if we hadn't stopped the delivery team from entering our home without booties, they were also were prepared to track snow and mud into our home where the floors had recently been finished. After taking off work a second time, and still not bed frame, my wife and I were dissatisfied and called customer service.

To say that that Pottery Barn's customer service team was helpful is a serious overstatement. The Pottery Barn team's initial solution was to have us wait another ten weeks for another bed frame to be delivered. What comfort did we have that the Pottery Barn team could get it right the third or fourth time around? Who is checking the inventory at Pottery Barn to assure that two small boxes contain what is a rather large piece of furniture? Why doesn't the delivery team have the proper tools and booties to use for their delivery runs? These are all signs of a very weak process that shows serious signs of mismanagement.

We were not satisfied with Pottery Barn's customer service solution, which was to have us wait another ten weeks for a new delivery. The Pottery Barn team then proceeded to provide us with a 20% discount on the cost of the bed frame. While the 20% discount on it's face seemed like a nice gesture, the reality was that because we waited so long for the bed frame, the current price of the bed frame was cheaper than the price we were paying with Pottery Barn's 20% discount. The logical solution was for Pottery Barn to grant us the current price of the bed frame. The Pottery Barn team repeatedly told us that they could not grant us the current price of the bed frame, because we purchased the bed frame about twelve weeks earlier, when the frame was at a higher price. We continued to scratch our heads because we didn't have any furniture, we had to wait another ten weeks (which is equivalent to starting the process from the begining) and they wanted us to pay more than the current price of the bed frame. In fact, the Pottery Barn team said that we could cancel our original order then go back to the store and reorder if we wanted the current price of the frame. The Pottery Barn customer service team agree that their solution was "dumb", however they were following corporate policy. A corporate policy should create the roadmap and framework for how a company should handle it's day-to-day affairs, however, a corporate policy is only as useful as the folks who know how to implement it and adapt it to a situation - otherwise you run into these backwards solutions that leave a customer further dissatisfied.

I wish the Pottery Barn experience ended there. We canceled our order on the same day that Pottery Barn failed to deliver the furniture and adequately address the issue. When we called Pottery Barn customer service today to ask the status of our refund, which was nearly $1, 700, the customer service team surprisingly said that the order was never cancelled. We then redialed and spoke to another representative, who said the refund should appear in our account by Friday.

The Company has serious weaknesses on multiple levels . We hope the Pottery Barn team can learn from this experience so as to help future customers avoid similar complaints.

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I had almost the exact experience. They shipped us a Cal king headboard one week and then a king footboard the next week. Which did not make sense since it was a special order. I received the wrong bed in August and I am still waiting for my $1800 refund!

we are in te middle of an identical situation; they no showed today (3rd or 4th time) after repeated promises, etc. We called Corporate HQ when they messed up the first delivery (same story as above: "10 more weeks!") and teh person they assigned to resolve it basically talked a good game but did nothing. Our local store has tried to fix things but seem pwerless. We will nver order from PB or it's parent Williams Sonoma ever again.
if anyone from PB or WS wants to coontact us, refference order # [protected]

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Pottery Barn - suck in fulfillment

No communication!!! I placed an order for the holidays on 12/4/2014.. today is 12/19/2014, customer service cannot offer any assistance on why my product is stuck in fulfillment nor can they call anyone in the warehouse on why its not shipped... I asked for a supervisor and was told "NO ONE CAN HELP ME"!!! really????

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Pottery Barn - customer relations

"I have placed many orders with Pottery Barn before, and this issue happened just recently in the last month. I have a few items in the cart and I was waiting on a good sale with emailed...

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