Pottery Barn
reviews and complaints

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.

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.

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!

DO NOT BUY FROM POTTERY BARN EVER!

THEY ARE THE WORST EVER!

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.

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 to get there and be told employee was not authorized to promise this. How would I know! My exchange was refused. Thanks Joe.. great managing! You just lost a customer.

I purchased another feather down and when looking at both my original purchase is much worse quality.

Pottery barn use to be a name and quality you could trust with great client service. No more!

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 hutches. Replacements were requested and I had to wait 2 more months for that delivery. When they finally showed up end of December they only brought 1. I received a phone call in early January to schedule delivery of the second one and when they attempted to schedule they then told me that they actually didn't have the furniture available. They told me that I would be called by a supervisor as soon as possible to get it resolved; never received a call. I attempted to call back a few times and they always told me someone would call and no one ever did. This morning I receive a message saying that the furniture is available for delivery. I call back 10 minutes later to schedule and they transfer me to the local hub for scheduling. They tell me again there is no furniture available for delivery. I call the complaints department and they tell me there is furniture available but they have to transfer me to another department to schedule. That department tells me I have to wait to receive a call in order to schedule a delivery, and that I shouldn't call in because it makes the issue worse! I was just returning a message that they left me 20 minutes earlier and I'm the issue for the delays! Worst service, both in person and over the phone.

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 customer service and spoke to Whitney for about 20 minutes (placed on hold several times). I forwarded her the email and she confirmed the code was valid. She asked if I wanted to place the order via phone but I had to go into a meeting so I said I'd call back later. About 20 minutes later I tried again to place the order online, and received a message saying my account information could not be accessed. So I called customer service again, and was put on hold by a rep who said she'd contact the tech department and get right back to me. After several minutes a completely different person came on, who knew nothing about anything that had happened and said there is no "tech department" there for the reps to speak to. So the first person essentially lied to me. I then asked to be transferred to a manager and the person I was currently speaking with, named Cheryl, literally refused to transfer me. I asked her why and she said the managers "are really busy". At this point I was furious and hung up. I've spent thousands of dollars at PB and WS over the years and have seen a steady decline in both the quality of their merchandise and of their customer relations. There is simply no excuse for any of this!

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.

I ordered a sofa in Aug from Pottery Barn and I still have not received it. I have called many many times to find out where the couch is but to no avail. Next step is to go to court and sue over delivery period issues. '

The order number is [protected]
The item is a Townsend rolled arm sofa

I ordered furniture from Sherman Oaks store in August and the saleswomen put my billing address in instead of the shipping address which is different. The furniture went to City of Industry and after many calls I was able to get the shipment diverted to the Missouri hub for delivery. I did not get the couch but all else was delivered to Missouri address.

When I called Pottery Barn (10th time), they transferred me to WS shipping hub and they could not find where the couch was located. On several calls I was promised a return call with information but have received nothing. I was told the couch is being relocated for delivery but no one knows where it is or when it would reach Mo hub.

shipping address:
5803 Redwing Dr
Columbia, Mo 65202

Please advise as to delivery time from Mo hub.

I have been a trade customer for several years, never had a problem until August, 13 when I placed a custom order for a headboard. Estimated delivery date at the time of the order was between Sept.17-24. Another month goes by without any news where the item is located. After several phone conversations with customer service nothing has been resolved. It is October 18th and the headboard has supposedly been on a truck traveling to the distribution hub since October, 1. 18 days on the truck? Through the hurricane we recently had? What kind of condition is it in? They are unable to reach the driver or anyone in the trucking company to find out what is going on. Absolutely unacceptable. I will not order for my clients from this company or their family of brands and will be spreading words of caution to every client and and everyone I know from now on.

OUR ORDER: [protected]
Order Date: July 15, 2018
Order Total: $6, 102.05
Billed To:
Kevin Steele
Minneapolis, MN

Second and last time dealing with Williams Sonoma brands. First mistake was rugs from West Elm. Never received. Now it's a sectional Chesterfield sofa from Pottery Barn.

Ordered in a local store in July for a late August delivery. Delivery slipped to late September. As we got into October, I started calling regularly. I am convinced this couch is lost.

I have spoken to so many customer service reps. I feel bad for them, as this must be their life... dealing with people who have made a purchase and can not get their item.

Today is Oct 15. On Oct 12, I was told that they would be able to find it within 24 hours. They did put my money back on my credit card - as they said temporarily, until the item could be located. As this was a custom order, it clearly states No Returns. But I can not find any language about non-delivery of items. I have no idea how long we are expected to wait before going to buy an actual couch that we can use. This over $6000 item is something we have been eager to obtain for our new home, and Pottery Barn is doing everything it can to ensure we won't have that pleasure anytime in the foreseeable future.

I can not find the right words to adequately describe the frustration. How is this company still in business?

The Pottery Barn website placed a duplicate order for a $500 wedding registry item. I received the emails and called customer service with 5 minutes to cancel. Talked with multiple customer service reps to try to resolve.

The answer was consistent. We can't stop the order. The bride will have to return the products herself and then you'll get your money back.

So I am out $500 dollars, and the busy bride has to be contacted and asked to return the duplicate gift.

All this when the company was notified within 5 minutes that they had a website problem. In addition to multiple follow up emails and calls in the first 24 hours after the order was placed!

WHAT A SCAM! Do not use them for a wedding registry. avoid Pottery Barn at all costs.

I had called to see if Pottery Barn had 3 end tables we were looking for and they said yes they had them in stock. I said I'd be in, in two hours to pick them up. When I arrived, they did have 3 and two on the floor which they would not release so I was lied to as to be able to pick them up as I was specific with the person I talk to on the phone. Not having much choice as we did want these end tables they said they could order them and I could pick them up at the store but they had to charge me a delivery charge. Really, promise I could pick them up originally, but I couldn't, then to charge me for a delivery to the store. They said they just started this policy and were apologetic about it but could do nothing. Ok so we're getting the end tables but it's the last time we are shopping at pottery barn. There's a reason more people are shopping online with guaranteed returns with free shipping. Either way, we're done with pottery barn as we should have been able to take the end tables from the store in the first place.

I am beyond frustrated.

I am trying to return furniture (3 items) from order # [protected]. I received the order on 9/6/18 and requested a return on 9/12/2018. Since that time I have spoken to at least 5 different people from the PB Furniture Team to process the return and initiate the pickup. Over and over and over again. My last call involved a supervisor who assured me that it was taken care of and that Fidelitone (the company that delivered the furniture) would be reaching out to me to schedule a return pickup within 7 business days (Oct 1). PB said they would monitor and track the return. That hasn't happened.

Today I contacted Fidelitone myself to arrange the pickup and they have indicated that they only have a return authorized for 2 of the 3 items. Another call back to PB who said Fidelitone should have two separate return authorizations. They only have one. At this point I don't really care who has what, only that I want ALL of the furniture picked up on my scheduled date of 10/4/18.

In addition, due to negligence and oversight of PB - the return not being processed accurately or in a timely manner - I have now incurred interest and a payment on my credit card; a refund can't be processed until the furniture is picked up.

I have been more than patient but I need a resolution to this immediately.
Sincerely,
Ann Marie Harris [protected]

I have encountered unacceptable customer service from a supervisor over at pottery barn. My order number is [protected].

I called 888.779.5172 and spoke with a supervisor today; her name is Graciela, and her extension is 7045051. She did not help me; instead, she told me "you do whatever you need to do to figure out what's going on with your order, " would not give me a chance to speak, raised her voice at me, spoke over me in a condescending manner, and hung up the line. Last week, I spoke with two customer service reps who told me they sent emails out to figure out what was going on with my order, and they explained that it would take about two days to get back to me. It's been over 2 days, and I have not heard any response. The email confirmation that I received after the order was placed said the item would be available for delivery between September 14-September 20. Apparently one item is in Aurora, IL and the other two are still in the warehouse in Georgia the last time I checked the tracking. Prior to speaking with Graciela, a lady told me to call the delivery service in Chicago to schedule a delivery (the number I called was 630.851.8258), but they told me that the complete order was not yet received, and they were still waiting for the other parts of the order to arrive.

The manner in which the supervisor Graciela spoke with me is unacceptable, unprofessional, and rude. An associate that cannot handle customer complaints in a professional manner for a customer related issue in which there is an error and/or delay in service/delivery should not be working in customer service and/or dealing with customers.

Sectional ordered 5/27 #[protected]
Delivery was scheduled 9/5 along with other pieces. That day was informed section would not be included. Subsequently, numerous calls made to Delivery service, Customer Care, and Store. Emails were sent and no response.
I can't get a response as to what it takes to get this sectional scheduled for delivery.
My Pottery Barn Store manager is also unsuccessful at getting information.
Extremely poor customer service. I am just asking someone that can do something to get this delivery to call me.

I bought a sectional in late May and it is mid August and still have not received it. In all fairness I was told it would be delivered by late July but we are at a point that they are unable to correctly track the pieces of my sectional. Customer service is horrible horrible horrible and love to pass the buck. I cringe everyday calling PB customer service because you literally have to hold for 30 minutes before you get to talk a real live representative. I always end up running errands while I'm hold and cant believe how much time I would've wasted if I were to sit at home and be put on hold. For the money you pay for, you'd expect at least some decent customer service. Take your business elsewhere. We ended up buying most of our furniture from Restoration Hardware and their customer service is AMAZING. They will even call you within a certain amount of said days to follow up with you, not vice versa.
Oh also, I had returned some items to PB in June and never got my refund until two months later I had to make two phone calls and have proof that I returned them. Thank god I kept my tracking number from UPS to prove it. As a consumer you really need to follow up with them and make sure you get your money back. SHADY.

Worst customer experience. Ordered A rocking chair in May to nurse my baby due any minute assuming that would be plenty of time. PB sent to warehouse near billing address (OH) instead of shipping address (CA) and won't reroute it to where I live. Have called about 30 times with empty promises. Now it is August and the chair is still in Ohio with no plan to get it to me besides "we will send another email" Supervisors promise to look into the matter and call me back but never do.