Pottery Barn review: Return of item

I I'll be contacting the corporate office and I will continue to fight the dishonesty of the Supervisor and the run around I received for almost two months. 

I returned a package and created a return slip on Dec 19th.

Received on Jan 7th at 10:22 am at the dock. The Harry Potter Owl which was a disgrace and not only made cheaply but falling apart when we received it. The Harry Potter silk pajamas were also returned. The Slitheran and the Raven Claw selections were never opened. They were both (owl and 2 pair of PJ'S)  returned in 2 separate packages and both had their own labels. (tracking and return receipt attached)

Jan 21, 2026 after still not receiving my refund, I spoke to a Supervisor after SEVERAL calls to customer service. The supervisor was in the Editing Department and she understood my frustration. I supplied her with the order number 353463296437 and the tracking receipt which said it was delivered on Jan 7th. Below is what she told me as written in her notes on Jan 21st.

The original order number is changed so the old number written above does NOT work. There are different tracking numbers as UPS changed the original tracking number. The order had been sent to 2 different return hubs, thus causing confusion. She tracked the orders and confirmed with the weight and that the items were received/confimed and promptly gave me the refund of $303 and some change. Guaranteed to have the return in 3-5 days. Problem solved.

In the beginning of February, I still had no refund and I called multiple times as reflected in the call logs and no one could help me as to why the refund did not go through. It was assigned a "ticket number".
 
Second week of February, I checked the order online with the order number of 353463295437 and it showed that I was refunded for the Owl but not the pajamas. I called multiple times that week of February trying to resolve this issue. Waiting for ticket resolution. I waited again and still no refund for the PJ's.  I called several times speaking to customer service and now I cannot see the order online. IT DISAPPEARED.

Feb 17th. Magically, I received a refund amount of $99.17 supposedly for the Owl but not the PJ's. PJ's are not found. I once again tell the story of Jan 21st that the order was weighed and confirmed to be returned in original package. 

Feb 18th- Called and was told that the PJ's were being tracked and another "ticket" was placed on the order. They could see the conversation for Jan 21st and the other conversations but it was out of their hands and waiting for a response to the ticket. They said they don't know why the refunds did not go through.

Feb 20th- Called and spoke with another Supervisor who told me that the refund was NOT for the owl but a pair of the pajamas and she tracked the orders again, confirmed the return and issued me another refund of approximately $202 dollars for the Owl and the Ravan Claw PJ's. Told me to wait 3-5 days for the refund.

February 24th- No refund and now I am being told the order has not been completed and they don't know why the refund is not processing.  On the phone again with the company. The story has changed again.  

February 25th. Called again and spoke to Supervisor Kimberly Forbes and explained the situation. She said she would get back to me the next day . 

February 26th- 
Here is the transcript for Feb 26th and 27th.
On 02/27/2026 6:38 PM EST Kimberly Forbes wrote:

Hi Veronica,

I wanted to follow up and let you know that I am still awaiting a response regarding verification of the return. Unfortunately, I am unable to issue the refund until the return has been confirmed.

You are welcome to dispute the charge with your bank or card provider in the meantime. They will be able to review the transaction and investigate further as needed.

I will be out of the office until March 3. I understand you spoke with Lakiesha today; if we receive a response before I return on Tuesday, she will  provide you with an update.

I sincerely apologize for the delays and appreciate your patience.

Thank you, 

 

Kimberly Forbes

Supervisor of Customer Care

Williams Sonoma, Inc.

[protected] | [protected]@wsgc.com

Tuesday - Saturday | 8:00am to 5:00pm CST

From: [protected]@COMCAST.NET
Sent: Friday, February 27, 2026 8:33 AM
To: Kimberly Forbes
Subject: Re: {EXT} Re: 353463296437

Checking on my refund. Please let me know the status today. I will call again around 3:30 EST. It seems more than not, a supervisor, the one spoke to on Jan 21st is never available or out for the day. This needs to go beyond her and needs to be fixed immediately. It is absolutely absurd that it is taking this long after I have been told SEVERAL times that payment was on the way. I do not want to spend another moment on this issue. as I have said before I have spent more than 30 hours trying to resolve the and now we are entering another week.
Veronica Bills
On 02/26/2026 4:24 PM EST Kimberly Forbes wrote:

Hi Veronica,

I am so sorry, I have not gotten a response yet.  The person I need to look into this will not be back in the office until tomorrow.  I am hoping to have an update by the end of the day tomorrow.  I will update you either way before I leave the office tomorrow. 

Thank you, 

 

Kimberly Forbes

Supervisor of Customer Care

Williams Sonoma, Inc.

[protected] | [protected]@wsgc.com

Tuesday - Saturday | 8:00am to 5:00pm CST

From: [protected]@COMCAST.NET
Sent: Thursday, February 26, 2026 3:14 PM
To: Kimberly Forbes
Subject: {EXT} Re: 353463296437

Has there been any update on the refund?
I don't want this to go on another week.
Veronica Bills
On 02/26/2026 11:53 AM EST Kimberly Forbes wrote:

Hi Veronica,

I am so sorry for the issues you have had on your order.  Please give me some time to reach out to our editing dept to see what the issue is with the refund.  I will update you as soon as I get a response.  

Thank you, 

 

Kimberly Forbes

Supervisor of Customer Care

Williams Sonoma, Inc.

[protected] | [protected]@wsgc.com

Tuesday - Saturday | 8:00am to 5:00pm CST

Feb 27th- Called later that night of the 27th and spoke to Supervisor Lakisha because I cannot get a hold of Kimberly Forbes till March 3rd. Went through the entire story again. NOW I HAVE BEEN ON THE PHONE WITH THE COMPANY OVER 30 HOURS IN TWO MONTHS. I told her to find the orders and check the weight AGAIN and that I was waiting for the refund from the Owl and Raven Claw Pajamas. All were returned on Jan 7th. Lakeisha said that there was a "hold" on the order and the Supervisors could not override the hold. She promised to get back to me the next day. Kimberly Forbes was out of the office until March 3rd. 

February 27th. Went online to see if I could find the order again that disappeared and spoke to the live Virtual Agent at 9:26 PM. The order number of course did not show up for me however, the Virtual Agent found the order and it stated, 'THE SYSTEM DOES NOT HAVE RETURN INFORMATION ON THIS ITEM." No information found for either item. 
 

Feb 28th. I receive a voice message that states," This is Lakeisha reaching back to you from Pottery Barn. I do have a message for the Harry Potter item 207-6455 that we can go ahead and process a credit in the amount of $99.17. The other one has still not been returned, which is for the time 783-5589 which is the Raven Claw, the extra large, so we are unable to process the credit for, but the other one has been processed. Have a blessed day."

So I call and Lakeisha seconds after she called, and now tells me the item is damaged and we will NOT get a refund for the Raven Claw pajamas.  
WTH! The call did not go through because it was an 800 number, called immediately back and now she is telling me a different story than was on the recording a few moments before.(see attached)

First of all.
The amount of $99.17 is the same amount I received for the first pair of pajamas. SO I did get refunded for the PJ's. So they were received. 
I did NOT get a refund for the Harry Potter Owl. The message said the order for the PJ's was not returned. Let's get our story correct! 

The story CONSTANTLY CHANGES. You are contradicting yourself and the story constantly changes. Once I mentioned to check the weight of the items returned for confirmation, now the item is damaged after 2 months. 

I will not let this go! I will go all the ways up the Corporate office to get my refund. I will post on Facebook, TicTock, Instagram and all other platforms to let the public know that Pottery Barn does not stand by their policy. I have also filed a comer complaint with The Complaint Board and Better Business Bureau. This has been a nightmare.

Veronica Bills

View 0 more photos