Pottery Barn
reviews and complaints

This order was placed on June 8, 2022.

It included 2 items a clock and a coffee table.

The clock arrived only it was not a clock, it was a set of flatware. I contacted customer service, returned the flatware and received the clock. There are 2 charges on my credit card even though I returned the flatware. I have the UPS receipt.

The table was supposed to be delivered last Friday, June 17 according to emails and texts I received. After multiple changes the frame ONLY arrived Monday, June 20. I again called and emailed customer service. After multiple contacts with customer service I was told the glass was scheduled to arrive in JULY between the 21 and 25. Wanting to cancel this order given all at the issues, I was told the glass shipment could be canceled but I need to return the frame via UPS. I destroyed the box the frame came in getting it out. UPS does not have a box - I was told I need to find one and UPS wants to change me for shipping. I paid for shipping. Customer Service is of no help. I actually hung up the last time I called as the agent said only she could assist me as they do not have management...

I have placed this matter in dispute on my credit card but I still have this big frame in my house. There is no one empowered to assist me.

In March of 2022, my wife ordered three tables from Pottery Barn, a coffee table, an end table, and a console table. The coffee table and the end table were scheduled for delivery on April 11th, 2022, and April 13th, 2022 respectively due to availability due to back order status. The tables were not delivered. We were not notified of an update. Per our call with customer service, advised that the delivery was rescheduled to May 13th, 2022. Again, no delivery. Per our call, the delivery was rescheduled. Again, no delivery. We called customer service and canceled the order. A refund was finally processed for $1,115.50. The third table, the console table, was on back order and scheduled for delivery on August 12, 2022. We canceled our order for the console table. We requested a refund of the remaining $892.23 to our Visa Credit Card. On May 26th we received a Pottery Barn Credit Card in the amount of $892.23 which could only redeemed by purchasing a Pottery Barn Product. I spoke to our Customer Service Representative on May 26th, 2022. She told me that the refund would be transferred to the Visa Card within three to five days. The refund transaction was not processed. On June 3, 2022, I spoke to a representative, Tina, who told me that a refund transfer is not allowed. We are stuck with a Pottery Barn Credit Card. I told Tina that dealing with Pottery Barn has been very unpleasant. We are requesting a total refund of $892.23 to our Visa Account. Failure to complete this transaction will result in escalating this complaint to other resources. Thank you for complying with our request.

I purchased this table on October 12, 2021. After the order was placed, I was notified that the first shipment date available was in the beginning of January. I kept receiving emails that the table is being delayed. January turned into February, then turned into March, then April and so on. Several times during these months, I considered cancelling the order but kept getting reassured that I would be receiving the table. Finally, after 8 months, my card was charged for the full price and the table was delivered on June 01, 2022, 8 months later. Same day I looked on the website to order chairs for this table and noticed that the table i JUST received was on sale for $719.60. Almost $1,000 difference. After multiple emails requesting a price adjustment, I kept getting rejection emails and one representative suggested I return the table i received and purchase at the lower price. I called customer service and asked what the process is, and the rep said THERE ARE NO FEES TO RETURN. Unfortunately i was disconnected and had to call back and wait another 30 minutes on hold. Another representative answered and said unfortunately they would have to charge $274 for shipping since it was delivered with white glove delivery service. I mentioned that the other representative said they would do it for free and she just apologized for the misinformation. THEN, i told her "there is a discrepancy on your website. It is showing the table is $719.60 and i took multiple screenshots of it with a timestamp that it is reflecting that price but when I add to cart and go to checkout it jumps to $1,259" so i want them to honor the $719.60 price. She just proceeded to say that the price is subject to change at any time as it is a limited time offer and did not acknowledge the discrepancy on their site. It does not make sense that they're willing to jump through all these hoops to have me return an item, have it picked up, then have it delivered again rather than just adjusting the price like i requested. Again, it is not MY fault it took 8 months to deliver, it is their fault so it should not be considered a prior purchase and they should honor the item price at time of delivery.

On May 24, 2022 I placed an order for Madeline Play Vanity online. Minutes after placing it I noticed I mistakenly selected store delivery. I immediately phoned customer service and asked to have that order "canceled". The person I spoke to told me since I just placed the order she couldn't do it because it hasn't "populated' yet and that I will have to call back the next day.

I then ordered another Vanity and selected home delivery.

On May 25, 2022 I called as instructed by Pottery Barn's CSR and requested to "cancel" the order I placed the previous day for store delivery. The man I spoke with say "no problem" and my credit card would be refunded.

May 26, 2022 I received notice from my credit card company that I only received partial refund and that $51.32 had been deducted for shipping fees.

On May 26, 2022 I called customer service again and explained that instead of canceling the order the the CSR returned the item, an item I never received and in fact had tried to cancel minutes after ordering. The CSR put me on hold and said she understood and would credit my credit card but was disconnected from the call, she did not call me back and there was no way to get that particular person back.

May 27, 2022 I called again. This time as before, after after being on hold for almost an hour I was finally able to get the CSR to understand that this item was canceled and NOT returned, but not until she repeatedly recited the return policy to me. She contacted her supervisor and after being on hold for almost 2 hours this time she apologized on behalf of the CSR that made that mistake and for all of my inconvenience, verified my credit card number and said I would receive full refund of $51.32.

(holiday 5/28-5/59-5/30

On May 31, 2022 I received a Pottery Barn gift card in the mail for $51.31.

On June 1, 2022 I called again, and after exhaustedly explaining, and once again being read the return policy, I was again able to get the CSR to understand. Again I was put on hold for 45 minutes while she contacted her supervisor. When she returned she said she has put in a request for a refund.

At that point I said I needed to escalate this call to a manager or supervisor. I am writing this complaint in the time I'm spending on hold, over 2 hours.

I finally spoke to a supervisor, Stacy Miller, who said she will monitor the request of $51.32 to my credit card.

Each time I had to call I was on hold ranging 55 minutes to 2+ hours.

I am a 26 year (retired) retail general manager / district manager / reginal manager. I never experienced nor would I expect to receive this level of incompetence from any retail store, especially a national company such as this.

Yvonne Marrazzo

[protected]@gmail.com.

[protected]

Pottery Barn stated that UPS attempted to make a delivery but was unable.

There is no proof of attempted delivered, however package was returned. Pottery Barn issued a gift card/credit and deducted the shipping. We called customer service, however I was told that UPS needs to handle the problem and Pottery Barn was not responsible. No proof can be provided that UPS attempted this delivery per the customer service representative. In fact, I told him the tracking information shows LSO was the company assigned to deliver my order. He stated that LSO works with UPS on making their deliveries. On May 3rd, 2005 I made my 1st Pottery Barn purchase and have brought $1000s since that point. It's unbelievable, that they refuse to credit $14.00 of shipping. My order number was [protected] shipping to zip 75605.

I ordered a queen size bed in December 2020. I was told it would be delivered in February. Waiting for my bed, I much later receive a call stating it would be delivered at a later date. Months later, they deliver 2 mismatched pieces, a queen headboard and a king base, which they assembled anyway. I looked at the ridiculous setup and told them that it was not right. They disassembled the bed and in the process, broke off a bolt that was attached to the headboard. They told me that they would bring it back to get it fixed and have the correct base ordered. I begin to get charges on my account for the bed, which I did not have and should not be charged for. A month later they bring back an incomplete set of just the headboard with the broken bolt. I tell them to take it back. They also deliver a "piece" of the footboard. I state that I am not happy and that I should just cancel the order. Pottery Barn then tells me that they will reimburse me with a credit on my account for the aggravation. They still continue to charge me late fees on the credit card for the bed which I do not have. I call and place a complaint to the Commenity bank credit card company which has the account with Pottery Barn and they put the account fees on hold. Commenity stated that they have had multiple complaints and issues with Pottery Barn. I wait all summer for my bed. Pottery Barn changes their credit card over to Capital One, who begins to charge me for the bed. I receive the bed in late October of 2021 and the bill is incorrect for the bed. After multiple phone calls and attempts at having the situation taken care of, I still am charged late fees and Pottery Barn does not credit my account. I call Pottery Barn and they say that I need to contact Capitol One Disputes because they cannot access my account. I contact Capitol One and they contact Pottery Barn. I receive no notice from Pottery Barn and so I file a complaint against Williams Sonoma, parent company of Pottery Barn, with the Better Business Bureau of California. Pottery Barn calls me the next day saying that they will credit my account for $987 and take care of the late fees. Nothing is posted to my account for 2 months and I have to send an email and make a phone call to Pottery Barn. They finally post a $987 credit and I pay the balance of what I owe. I receive a bill a month later for the late fees which they did not take care of. The late fees are still accruing, and they just give me the brush off. I am still waiting to hear from another one of their “supervisors”. This is the most aggravating company I have ever dealt with! I wish that I never bought this bed!

[protected]@gmail.com

2.22.22

Pottery Barn

Re: Sales Order #165357

Dear whomever it may concern,

I purchased 2 Seagrass Dining Chairs on October 17, 2020 on the phone with the store in Brossard, Quebec. The chairs took 1 month to arrive at my house, and upon delivery, one of the chairs had broken legs straight out of the box. I called the same store to rectify this issue and it multiplied into continued aggravation and dissatisfaction with Pottery Barn’s services that have lasted 16 months. So herein, I wish to file an official complaint regarding this matter.

Firstly, seagrass chairs should last formally years as the material is durable. I already explained this to another rep but there were never any spills, I’ve used a dry cloth to do light dusting, and have maintained as instructed. What I think I was given were two old chairs that have been sitting in a warehouse and dried up from improper care from Pottery Barn because these chairs should not have deteriorated into this condition within one year of purchase.

Not only was the Brossard staff apathetic, they were unpleasant to deal with. When they sent me a return authorization to ship the chair back in order to process an exchange, I explained several times that the delivery service they use wouldn’t service my area. However, they still sent me an authorization form for Puralator. Not only do I live several hours from the store, I also live an hour and half from any Purolator. So this was unhelpful to my living situation. Keep in mind that this is during the height of the pandemic with lockdowns in place in Quebec. After many more phone calls with the Brossard store staff, I was able to get the chair shipped back with a different service who came and picked it up. Each time I called the store, I learned the staff didn’t communicate with each other and didn’t send a new return authorization form, and as a result of their inadequate service, they lost the chair at the warehouse. After several months, they found the chair and only then were able to send me the replacement. Then I was promised several delivery dates which of course were never fulfilled. It was again several months later that I received the replacement chair…now we are into 2021. On top of all this and many more unsatisfactory calls with the Pottery Barn customer service team and Brossard store staff, I still hadn’t ever received my refund for the original broken chair.

Then a few months ago, after all of that, the chairs ripped apart at the seams. How can this be? After all the money, time, and aggravation spent on these expensive chairs and having had them only a year (the one even less)?! I emailed customer service and went through all the questions, provided photos, etc. I was very pleased to hear that they would allow for an out of policy exception for these 2 chairs to be replaced. I was under the impression they would be sending me the two new chairs as they asked for my address of where to send them. However, I soon learned that they will not only not replace my chairs unless I send back the old damaged ones, but I have to source the packing materials myself for these chairs! So I have to source giant material to package two dining room chairs myself and pay for all that? The other option was to return them to a store. However, I live several hours from a store as previously mentioned and I live in a province that requires a vaxxy pass to enter any non-essential service store. So I am not even able to go to a store. On top of all this, and having just had a baby, I am unwilling to put myself or my child at risk to try and go to these lengths. Lastly, I am unwilling to be without my only dining room chairs for god knows how long because everything is messed up with shipping delays and everything else. The resulting inconvenience is intolerable.

This is all so extremely unreasonable. When I think of Pottery Barn, I think of an upper tiered company with high-quality, long-lasting furniture with a support staff that appreciates and values their customers. It’s a store and brand I held high, but this experience has done nothing but leave a distastefulness I never thought possible with Pottery Barn.

I trust this is not the way you wish to conduct business nor the kind of letter you wish to receive from your customers. I kindly ask you to look into this matter and provide an adequate solution fast. Enclosed are copies of my transactions and photos, all of which have already been reviewed and acknowledged as poor quality on Pottery Barn’s side.

I look forward to your reply and a resolution to my problem. I will wait a few weeks more before seeking help from a consumer protection agency or other assistance. Please contact me at the above email address: [protected]@gmail.com

Sincerely,

Alexis Ottier

I received a call from the processing department regarding an order I had placed. My wife called and the agent Howard would not give any information to what the issue was with the order. I called back that evening and spoke to Howard who thought my wife was calling, but indeed it was me. We share a landline and have similar cell phone numbers as well. He refused to speak to me, Mr. Lockshaw. So now I have no idea what is wrong with my order.

This candle arrived completely broken into multiple pieces. The box was not visibly damaged. I immediately contacted customer service. The rep attempted replacement but I was informed the item was now out of stock. At the time, I did not think it made much sense for me to have to print a label/ship the broken item back for my refund. After thinking further, it was a ridiculous ask! I have complied at this time.

Hi All! I purchased a custom-fabric chair from the Pottery Barn in person at the store, but did not get charged for it. The PB Associate that placed the order incorrectly entered my contact information, credit card information as well as ordered the wrong chair (which I did not realize until they called to set up a delivery date and request an updated payment information). I did not realize it was the wrong chair until I actually talked to the person who sets up the delivery. She was very polite and asked if would like to be transferred to customer service, but I declined and said I would have to call back. I do not want the chair; do I have any recourse? Any advice is greatly appreciated. Thanks in advance!

I waited weeks to get our furniture from Pottery Barn Teen. We ordered it in May, and it all finally came in 3 weeks ago. I just got delivery today and the slats on the beds look sketchy and the service didn't even screw it in on my son's bed. My daughter got a Blair desk, but the service said it didn't have all of the parts and never put it together. 3 boxes weren't even opened. I paid $7, 000 for awful service and furniture not even put together. Just 2 beds and one desk and one dresser. I am a fool for paying so much for furniture that is no better than any other furniture store. Don't buy from Pottery Barn!

I received the email on 8/14 for my 9/2 payment copied below below. I just received my new account and am not sure where my payment went. I have now been charged late fee

Dear Roberta,

This is a confirmation of your one-time payment authorization made on 09/02/2021 to Comenity Bank. Please save a copy of this for your records.

Comenity Bank will apply this payment to your Pottery Barn credit card account and, pending final authorization from your bank, a single ACH electronic debit in the amount of $338.00 will be deducted from your bank account on 09/02/2021. It may take two additional business days to complete the funds transfer.

Payment Date
09/02/2021

Payment Amount
$338.00

Payment Confirmation
AC20210814114757

Checking Account Number
...2757

Routing Number
...5340

You promise that you are an authorized signer on the account. You understand that you may edit or delete this payment by one of the following methods:
Using Account Center Online (If you've registered for an account):

Most payments can be edited up until 5:59 p.m. Eastern Time (ET) and deleted up until 11:59 p.m. ET on the day of your scheduled payment date.

Through Customer Care:

Unprocessed payments can be modified by 5:59 p.m. Eastern Time (ET) by calling Customer Care at [protected](TDD/TTY: [protected])// on or before the day of your scheduled payment.

If you are not registered for Account Center and need assistance, call Customer Care at [protected] (TTD/TTY: [protected]) during Customer Care hours (Monday - Saturday, 8am - 9pm ET., Closed Sundays).

If you have questions about this message or your Pottery Barn credit card account, please call our Customer Care team at [protected] (TDD/TTY:[protected]). We will be happy to help you.

In Sept. 2020, I ordered the Paxton Hand Blown Glass 3-Light Pendant
#2154081. It was delivered in October. Since then, it has been safely stored away in a closet because we were unable to get an electrician to install it due to the ongoing COVID crisis.

Today, 9/3/2021, a licensed electrician came to our home and installed the fixture. Upon removing the rectangular Styrofoam around each glass pendant, he discovered one was broken. It says specifically on the foam encasement to NOT open until the product has been properly installed, so there was no way for us to realize until now that the item was damaged. (See image showing warning on styrofoam)

The exterior box itself did not have any dents or dings. There is no way to replace the individual globe.

We contacted Pottery Barn immediately and were told that they have a strict 30-day policy so the only resolution was for us to spend another $323 for a new fixture.

Order Number: 302622316024
Order Date: September 18, 2020

The full order details can be seen at the URL below.

https://www.potterybarn.com/customer-service/order-shipment-tracking/results.html?z0=95037&ordernum=302622316024&cm_ite=order_tracking&bnrid=3318539&tp=i-1NHD-Q2M-SmS-1o9zgOO-3Z-I0vOz-1c-jOx7-1mbWoVQ-l57M7yWOck-1YbQX8&tp=&cm_cat=orderconfirm&cm_cat=&cm_pla=orderconfirm&cm_pla=&cm_ven=Transact&cm_ven=&cm_em=02:A0A9862C2A860627C840654044332A3F956DEDECDCE54B4E75C7FF30F63AA721&cm_em=

My Contact: Dennis Hayes, [protected], Email: [protected]@att.net

I ordered shams and duvet on line in June 2021 and forgot to put my free shipping promo code in and actually decided I didn't want to wait until summer is over to get my delivery in Sept 2021. The next day I got a confirmation email and I tried to cancel it. They said it was too late even thought it won't be delivered fir another 60 days.

Oh but they said it's so easy to just return the often (and pay again fir shipping) which I did not wa t to do. I talked to three reps on the phone and sent back and forth several emails and they just would not budge. They offered 20% off my next order to which I replied I will never ever order from a company that dues not allow you to cancel an online order the next day. The problem never got resolved. PB is going to send a truck to my house, and then put me through the hassle of sending it back in a truck. Lots of waste and emissions from diesel etc. all they had to do was press a few computer keys to cancel but they make it impossible. I expect better fir the prices they charge. This a deceitful. They have almost a thousand complaints on line and they seem merciless. I'll never ever buy another thing from this tainted company.

I am unable to place an order online from your website. When I select an item to add to cart, I get an "Invalid response from the service (internal error)" code. Basically, it is forcing me to call customer service to place an order which is inconvenient. Why have online ordering if it does not work?! This is not the first time this has happened and your customer service person I spoke with about a previous online order was happy to help me place an order over the phone but oblivious to my frustration that I had to call them to place the order. When I informed them their website was not working for online ordering, they just dismissed me and said they would let their higher ups know about the problem. It would be greatly appreciated if you could get this fixed as there are products I would like to order online! I don't have the time to sit on hold for a customer service rep to help me place an order. I will choose a different vendor because of this ongoing problem.
Thanks,

I ordered this sectional couch in March 2021 with a delivery window of June 8-22, 2021. It is now August 2021 and I still do not have my couch or even a delivery date for it.

I have called customer service more than ten times about this issue. They have never initiated communication with me to inform me of delays or other issues. The last piece of the couch supposedly shipped from the factory two weeks ago (7/23/21) and they charged me the $4400+ for the couch at that point. Since then, there has been no update whatsoever on the item (that I now own) or when I can expect it. When I call to inquire, they assure me I'll hear about delivery "in the next few days."

I am at my wit's end with this couch. Their refusal to deliver or give me any actual information about an item I have paid for feels a lot like theft.

I've never had a worse experience with a customer service department than Pottery Barn Kids. My chair has been backordered since placing the order and the delivery date continues to get pushed back. I've tried calling so many times, both the store and customer service line, to cancel and no one will allow me to cancel the order for a piece of furniture that isn't even available. The new estimated delivery date is the week that our baby is due. I've tried explaining to customer service that this is the last thing a new parent wants to deal with and they've showed ZEO. empathy. I've never seen such greed from a company. I will NEVER order from Pottery Barn or Pottery Barn Kids again. Their customer service department should be ashamed of themselves.

I called to order a toy box for my granddaughter at Pottery Barn kids and Therman who took the call kept me on line for ten minutes and couldn't find toy boxes that your company sells. I had a question about materials used to make and he told me to go back on website and I should be able to find it, so I hung up. I called back and ask to speak to a supervisor and they put me on hold someone else picked up call and I ask if she was a supervisor and she said no and she couldn't let me speak to one. I said I have a complete and she she said she could handle it I said I want to speak to a supervisor and she argued with me that I can't speak to a supervisor even tho I have a complaint. I have never seen such incompetent people work for what I thought was a gret company. If it weren't for my son wanting it from your company where our granddaughters nursery was bought from I would order from another company. Please respond. Thank you, Helen Benson Email or call [protected] or [protected]@gmail.com

I placed an order for this vase on 6/25/21 which arrived on 7/7/21. Upon opening the product, a strong scent of cigarettes escaped the box. Inside I found an item that looked nothing like the vase that was advertised. The outside was never white washed (as was advertised), it was full of dark stains and burn marks, and was clearly an unfinished product that they forgot to paint in the warehouse. The item is so ugly there is no way the website would include images of it on their customer photo page. The scent was stinking up my apartment that I rent so I threw away the vase as it served no purpose except to damage my apartment. I spoke to two customer service reps on two different days (submitted 7/7, replies 7/8 and 7/9), both of which would not offer anything in return unless I returned the item. I would like a refund immediately -- keep in mind this thing is $200 + tax/shipping ($238).