Pottery Barn
reviews and complaints

Good Day,

I was in the Huntington Station Pottery Barn and West Elm stores yesterday, 4/25/21 and while the sister store, West Elm, was willing to take my designer's ID # for the discount, the Pottery Barn store manager was very rude at the question of this, shouting that the designer must be present and that she did not "know her." How does a manager know all the designers that deal with Pottery Barn, I wonder?

What is confusing to me is that the manager was willing to let an order of over $600 go, as I was told to go and place the order online using my designers ID #, which I did.

This system does not make any sense!

It seems to me that customer service is totally compromised for the impersonal online approach of placing an order. I was inconvenienced to have made the trip to the store, only to be told to go home and place the order online.

There was a lovely, older woman named Harriet helping me. It was demeaning to see how the store manager was treating her. Harriet was wondeful at customer service and making me feel taken care of and at ease with her small talk and help. The manager was rude to her and dismissive to me making me feel like a criminal for wanting to use my designer's ID#, even after trying my best to have our designer come in to the store, which she was not able to do, and having offered to have her speak with my designer about texting her the ID # while I had her on the phone. The manager would not speak with her and showed no willingess to accomodate me in any way.

This was a most unpleasant experience and it will be a very long time before I consider shopping there again.

Thank you,

Mariyn A. Albanese

Please reference order # [protected] placed on 03/09/2021. Item # [protected] (the bed) was delivered on 03/11/2021 without any hardware/bolts to connect the bed. I was told that they would place a medic order for the hardware & my appointment was set for 04/13/2021 at 12p.m. On 04/13/2121 I took a vacation day from work to be at home and received a email at 5:48p.m. advising that my medic appointment was rescheduled for 04/20/2021. I called pottery barn to discuss and was advised that a order was being placed to see if it could be completed earlier than 04/20/2021 (never received a follow up a call.) On Friday, April 16th I called to confirm that the appointment scheduled for 04/20/2021 was for sure a definite appointment to ensure that I did not waste another vacation day at work. The representative reached out to the local service hub and confirmed. On 04/20/2021 I stayed home all day from work on "vacation" and received a email from Mark Goldman advising that there was a error preparing my delivery. I emailed Mark (very nice guy) and he called me advised that he wasn't aware that all I needed was hardware. Mark made a few phone calls and called me back to tell me that the only option was to order another headboard which would be delivered August 2021 (4 months from now). So my $1800 headboard is propped on my freshly painted wall with a sheet behind it to ensure it doesn't damage my wall.
The second issue item # [protected] delivered to me on 03/22/2021 damaged. I returned the blanket and pottery barn received on 03/28/2021. I called and was told I would have it on 04/2/2021, I called back and was told I would have the replacement by 04/09/2021 and advised that I would hear from distribution center within 3 business days as to why the order had not shipped. I never received a phone call and called back on 04/13/2021 and was advised that I would received by 04/19/2021-04/21/2021. I called on 04/22/2021 to check on the blanket again and was advised that the order had not be shipped because the box that said "ship upon receipt of replacement" had not been marked when my replacement was received on 03/28/2021. So I'm emailing to request compensation for this disaster of a order that I have waste 16 hours of vacation on and still don't have the hardware. My phone number is [protected] and my email is [protected]@gmail.com. Pull the notes on my order and you will see that I've called MULTIPLE times, way more than I have elaborated on in this message. I work in customer service for a corporate company and never in my entire life have I experienced such awful service.

This item was gifted to me mid July 2020.
The item specifies LUXURY, but this item has simply fallen apart at the seams over the past month. I have lost credit cards as it LITERALLY fell apart. I made a complaint by email. Nobody responded. I rang customer services and I was told 30 days is the maximum return window. I asked for a supervisor. The supervisor told me - faulty or not - if no faults are noted in the first 30 days then the item is absolutely NON RETURNABLE, NO EXCEPTIONS. I asked, " what if a leg fell off a chair after 31 days?" I was told, "LITERALLY ZERO EXCEPTIONS E V E R "
This breaks consumer rights. Manufacturers are liable for product defects occurring during the manufacturing process. The Consumer Rights Act means any product I buy must be of satisfactory quality, fit for its purpose and as described.
This phone case IS NOT LUXURY & IS N O T fit for the purpose that it was supplied for.

Purchased a Banks table and dinning room suit from PB in late 2019. Finish began coming off table top almost immediately- order touch up kit ( received 7 months later- color did not match). Finally in September 2020 PB replaced the table. Again finish started coming off second table in areas the table was not even used. PB representative stated they had issues with this table and could not assure the finish issue had been resolved. PB agreed the finish was defective and offered to refund my purchase with a check once I returned my furniture. I double checked as PB did not offer another table in the size or style I needed so I had them clearly state I would receive a check not store credit. Customer service person GiGi assured me I would receive a check.

Well the next week I received PB gift cards. I called customer service and after talking to numerous people and escalating the issue I was told there was no way they would refund my money as promised and a gift card was their only solution. Basically I was offered gift cards in the amount of $4500 which I could not use as they had no acceptable table to replace the items returned. I attempted to escalate the situation to a higher authority at PB but the CS supervisor said her boss does not interface with the public! I just spent over $12k with PB and they refuse to speak to me.

Reluctantly, I had no other option than to replace the exact furniture I returned with the knowledge the top will have to be covered at all times to protect the finish. The customer service person actually suggested I hire a profession company to apply a protective finish to the table ( this is new furniture ).

PB did offer a discount to replace the furniture ( not on sale) but still charged me a second delivery fee and taxes $679. Had I known this to start with I would asked for a replacement table and paid to have a professional finish applied.

I found the process very frustrating and plan to make it my mission to discourage anyone from doing business with Pottery Barn.

I am refurnishing my home and have ordered from several companies as part of the process. I have not has any issues with any of the other companies I have ordered from. Just Pottery Barn.

I purchased a $1, 099 rug from pottery barn. I received one notification on February 13, 2021 that the rug has shipped and will be delivered between February 25 and March 1. I receive no further communication from Pottery Barn. On March 9, 2021 I call Pottery Barn customer service to see why I have not received my rug. Pottery Barn customer service responds by saying that the rug was left outside of my rowhome in Baltimore City on the sidewalk on March 3, 2021 and that they would not send a replacement or refund my money.

The issue that I have with this is that the delivery people from Pottery Barn (assuming that they are not lying about leaving the rug on the sidewalk in front of my home) did not even knock on the door to alert me to the delivery. Instead, they elected to leave the rug outside of my home on a heavily trafficked portion of sidewalk right next to Patterson Park in Baltimore City without so much as a knock on the door! I never saw the rug that I ordered, but allegedly it was delivered and now I am out $1, 099 without any rug to show for it.

I contacted Pottery Barn Customer service in an attempt to resolve this issue and they refused to replace the rug or refund my money.

We purchased this bed in August 2018, but did not move into the house until January 2019. On Thursday, January 21, 2021, after two years of use by a now 12 year old, the bed literally collapsed in the middle of the night. It turns out that the only support the bed frame has is canvas weaving. The only thing connecting the supports to bed frame is a piece of canvas material - rather than metal or wood slats going into the frame as I have seen in other beds - allthough there are two jagged holes at the top of the frame that appear that a slat would fit in it; however, there was no slat in the bed, nor was there ever a slat in these rough holes cut into the wood of the bed frame. There never was a problem with the bed until now; it was never moved from the spot where it was set up by the delivery men; clearly you can see from the visible parts of the bed that it was not treated in a rough manner. Short of the bed no longer functioning as a bed, the upholstery is in mint condition. It simply appears that the canvas weave provides such little support for the mattress, that it was lucky to have lasted this long and certainly would have collapsed earlier if a heavier person or actual teenager was sleeping on the bed. I have pictures documenting this, which Aaron refused to consider. His position was simply that Pottery Barn does not guarantee the bed past twelve months and that his gracious offer of a 15% discount on a new Pottery Barn bed should have been accepted happily. He also told me that multiple supervisors had told me the same thing. This is untrue. I called Friday, January 22 to inquire about a repair for the bed and was told I would hear back within 24 hours. I did not hear back within 24 hours. I called again and was told that I would hear back within three days. I did not hear back within 3 days. I called Pottery Barn again and was told because my purchase was outside of the twelve month window in which they could refund the bed (I didn't want a refund, I wanted the bed repaired) and that it was taking longer than 72 hours to resolve the issue. I was told that I would hear back in two days. I did not hear back in two days. I called back and was directed to the furniture department where the rep told me she could see the notations on the order, but could not speak with a supervisor so she would email him/her by the close of business, copying me on this correspondence. I did not receive an email by the close of business. So, after receiving the run around for the last eight days, Aaron, who I spoke with today, felt a 15% discount on a new bed was an excellent trade. I can't imagine any customer, particularly in today's economy, who would think buying a new bed that could not be expected to last more than a year would be a smart move. Are there seriously people who buy new beds every twelve months?

I ordered a duvet cover {Helena Floral Embroidered Cotton Duvet Cover} on December 29. 2020. I had it sent to my niece's address, in Las Vegas. She didn't feel the merchandise was worth the cost. She returned it on January 9, 2021 Return # W210228522. When I could not find any information about the return, I called customer service. Apparently, the person who did the return online only did a draft. My return was just sitting there. Had I not called, I would not have been credited for the return. I checked my credit card and I find today that you did not credit me for the full amount. Why? I cannot believe your person made an error and then you have the audacity to charge me for something unknown. You should be paying ME. Please get back to me. I don't want this to be my last Pottery Barn purchase.

Original purchase #[protected] Imogene Brown
100 Aura Rd., Unit 105
Clayton, NJ 08312
[protected]@aol.com
[protected] home

I placed an order with Pottery Barn and later returned some items with a preprinted label from Pottery Barn. Credit was not given on my account and I called and reported the problem. I continued to make payments because I did not want bad credit. Several months later the credit card company with Pottery Barn issued me a check, and my account balance became 0 with Pottery Barn. In late December I placed an order and it was blocked. When I called about the order, the agent said the merchandise in question had not been restocked. I replied I thought everything was ok because I was issued a check. I was informed I could not order on line with them. I tried to talk to different agents and each time I was told a supervisor would get in touch. That did not happen, and I have been treated like I committed a crime which is not true. I would like to speak with someone in charge and I want my reputation as a consumer restored with shopping rights that I deserve.

I made an order which was delayed and decided with the delay to find another picture for the spot on my house. I emailed to cancel on 9/28/20 and it's 12/14 and they still won't take care of it. Please see below:

Hi,

I'm not sure what is going on. I have been trying to cancel this item since it was delayed on September 28th. I have emailed multiple times as you can see in the thread below. I was told it would be handled and someone would get back to me and no one ever did. Now you are saying on December 13th that it's in processing and that I "may" in italics be able to return it? I shouldn't have to go through the hassle of returning it in the first place.

Please advise.

Denise

Sent from my iPhone

On Dec 13, 2020, at 9:08 PM, Pottery Barn Customer Service wrote:


Hi Denise, thank you for contacting Pottery Barn regarding your order 302423562081.

I have reviewed your order and the order has not been cancelled and is still processing. I apologize about the delay. If the order can not be cancelled it may be eligible for return.

Warm regards,
Whitney C.
Customer Service
Pottery Barn

----- Original Message -----
From: d gentile
Date: December 13, 2020 8:52 PM
To: Pottery Barn Customer Service
Subject: Re: Pottery Barn Order Update #302423562081

Hi has this order finally been cancelled?

Sent from my iPhone

On Nov 23, 2020, at 6:32 PM, Pottery Barn Customer Service wrote:


Hello Denise,

Thank you for contacting Pottery Barn regarding order #302423562081.

Please allow me to apologize for any frustration this order may have caused. I would be more than happy to assist you today. Upon looking into this order I was able to see that there was a request put in for it to be cancelled by the vendor but it doesn't look like it was cancelled yet. I have submitted another request and will be following up to see what may be causing the delay in this cancellation request, please rest assured that in 48 to 72 hours you should receive an answer in regards to this order.

Thank you again for bringing this issue to my attention, I look forward to completing this order to your satisfaction.

Sincerely,
Alicia T.
Customer Service
Pottery Barn

----- Original Message -----
From: d gentile
Date: November 23, 2020 11:36 AM
To: Pottery Barn Customer Service
Subject: Re: Pottery Barn Order Update #302423562081

Hi!
I just wanted to follow up to make sure this order was cancelled.

Please let me know as soon as possible.

Thanks,
Denise

Sent from my iPhone

On Nov 17, 2020, at 10:06 AM, d gentile wrote:

Thank you so much Dieumel! Please let me know when it is confirmed.

Warmly,
Denise

Sent from my iPhone

On Nov 16, 2020, at 2:43 PM, Pottery Barn Customer Service wrote:


Thank you for contacting Pottery Barn Order Number: 302423562081

.

I am so sorry to hear that you wish to cancel the Charcoal Sunflower Sketch, Sunflower with Stem, 16" x 20" Wood Gallery. Our records indicate that the order was estimated to ship directly from our vendor. Because we have not yet received confirmation of shipment, I have submitted a request to our vendor for your order to be cancelled and an update provided. I will also be following your order until I see the cancellation has confirmed. If our vendor provides any further information to be communicated on the status, I will reach out to you to follow up directly.

Thank you again, and please feel free to contact us with any other questions.

Warm regards,
Dieumel B.
Customer Service
Pottery Barn

Thank you for contacting Pottery Barn.

Thank you again, and please feel free to contact us with any other questions.

Warm regards,
Dieumel B.
Customer Service
Pottery Barn

----- Original Message -----
From: d gentile
Date: November 16, 2020 4:36 AM
To: customerservice@potterybarn.com
Subject: Re: Pottery Barn Order Update #302423562081

I am looking for this order to be cancelled and thought it was. I send this message the first time it was delayed. Please confirm the cancellation, as I don't want the inconvenience of having to return it during these times.

Sent from my iPhone

On Nov 16, 2020, at 4:33 AM, d gentile wrote:


Hi,

I had asked for this to be cancelled the last time it was delayed.
Please cancel this order and send me an email confirmation.

Thank you,
Denise

Sent from my iPhone

On Nov 15, 2020, at 10:46 PM, Pottery Barn wrote:



Track Your Order / potterybarn.com

Order Update
Order Number: 302423562081
Order Date: August 29, 2020
We're sorry to report that there has been a delay in the shipment of your items.

Items delivered by package carrier will be shipped as soon as available.

For Home Delivery items, you'll be notified to schedule a delivery when all Home Delivery items in the order are ready.

See below for revised delivery estimates.
Shipping To Denise Gentile, 85 Kenwood Rd, Garden City, NY 11530
Estimated Delivery:
Dates have been revised. We apologize for the delay.
Friday
Dec
25
Delivered by package carrier.
TRACK THIS DELIVERY
1 items in this order:

Charcoal Sunflower Sketch, Sunflower with Stem, 16" x 20" Wood Gallery, Black, Mat
#2617856
QTY: 1
$79.20
Discount applied.

We make every effort to prevent this sort of delay and apologize for any inconvenience this may have caused. If you would like to update your order, please call us at 1.888.779.5176.
Thank you for shopping with us!
Customer service 1.888.779.5176

To ensure delivery to your inbox, add PotteryBarn@mail.PotteryBarn.com to your address book.
Click here to read our privacy policy.

© Pottery Barn, Direct Marketing, 3250 Van Ness Ave., San Francisco, CA 94109.
This message was sent to: [protected]@gmail.com
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

I ordered the above item and then immediately tried to cancel it. I had just purchased an identical item and now realized I did not need this second one.
I have been communicating with the very polite ladies at customer service on line, but now need further assistance.
First, I was told it could NOT be canceled. Later, many emails later, I was told that it was backordered until late Nov-Dec. Thus, I thought since it was not shipped from wherever, it could be canceled. NO.
In the meantime, I was billed and promptly paid the $1874.99 on July 31, check #0425 plus a $45.00? late fee.
Later, I will told that when it reached the distribution center it might be canceled. Again, no.
Then, I was told that it would be delivered but I should not accept delivery.
That is what I did and received a message that I would be reimbursed through Comenity. Now, I receive a Comenity bill for $319.45. This bill indicates the item was returned for a credit of $1, 258.93, which is not the cost of the item.
I do not understand this current bill indicating a late fee for the $319.45 and interest of $13.71...? totaling $319.45.
Are you confused? It seems quite simple in face value. I paid for the item as directed by Comenity, even though P.B. knew it would be returned.
Now, I receive a bill for fees but no information re: the reimbursement.
Would it help for me to say I have been a GREAT P.B. customer? Just a quick look around my house and within the last 12 years I see 14 major pieces of furniture.
It is my hope that this can be resolved. I am happy I did not have to accept the item, but now will feel better when I am reimbursed for it.
Thank you, Linda Long

I ordered an item and when it arrived it was the wrong item. I returned the item and they received the item back and was told my refund was mailed to me. Two weeks later I am told the refund check was NEVER sent to me. 928.00 and 15 days in they are giving me the run around. Leaving me on hold and still no closer to receiving my refund!

I ordered a Raleigh Platform Bed on September 7 together with two nightstands when Pottery Barn during a 25% off promotion. I paid for all items including tax and shipping at that time. On November 7, two months after the order had been placed I was notified that Pottery Barn has made an error with the Sku number in their system and had simply cancelled the order for the bed. It took them 2 full months to figure that out and inform me even though we were relying on the delivery date. They also indicated that they would reorder the bed, expedite its production and not charge me extra. In reordering the bed the customer service representatives however decided that they would not honor the original discount and would furthermore charge me for shipping again even through all items were supposed to be delivered at one time. This was ~$700 difference. This was essentially their error and so they are refusing to honor a discount they not only approved by publicly advertised. Other than this probably running afoul of several consumer laws its just awful deceptive service. They are a poorly run company, with no customer service and certainly do not stand by their word

I Ordered 4 chase Lounge Chairs and cushions on November 5th and changed my mind on November 8th, deciding that the other one of their lines would be a better fit for my needs. I proceeded to call to cancel my order and order the other line I was more interested in. At this time, they told me that I cant cancel my order until it is received at the distribution center. On Monday I saw that the chairs were in the distribution center so I called again to process my return. At that time, I was told that they would contact me for delivery and once the chairs were delivered, I could call and schedule the return or return them to the store. However, they will not process a full return, I will need to cover the cost of shipping.

I have spoken to several people, I can't get a manager, nor can I get anyone that can help me. At this point, I am very disheartened. I have purchased thousands of dollars in merchandise and furniture from PB and feel as though I have been a faithful and valuable customer to their brand. After I am able to resolve this issue I will pay the shipping, but I will never shop with them again. I will take my business to Restoration Hardware moving forward.

Order was set to arrive a month ago and is now delayed another month. On top of that the table cost $560 and they are charging a $250 white glove delivery fee. Customer service says it is mandatory that they do white glove delivery service because people have purchased items before and hurt them selves. This is the biggest bunch of crap I have ever heard. The table will come in a box and probably take 15 minutes to put together and I am going to pay $250 for that? This is robbery and oddly enough the discount we received on the table because it was on sale is offset by the outrageous delivery charge. How can I go to ikea and pick up huge boxes for all other buildable furniture but PB is "worried about customers hurting themselves"? Pottery barn is a store not a shipping or delivery company so how can they mandate that I pay for white glove service when I don't want it. Drop the product on my front porch and I'll take care of it. Plus who wants random people in there house during these times?

I never received Pottery Barn Kids Halloween costume shipped Oct. 6. UPS tracking number is invalid. I have spent hours with customer service & they couldn't locate it because of wrong UPS number. Rep entered a return in the system noting that it was delivered! There's no shipment detail anyone can find since it was wrong tracking number.

Ordered PB comfort sofa with double chaise lounge and it was delivered with no slipcover. Order #[protected]. I have reached out to customer care and have provided photos with no return call/follow up, nothing! Have waited 5 weeks for the delivery and now we have a bare sofa we can't sit on. Extremely disappointed after spending a lot of $$ and have no answers or time frame when we can expect the slipcover to arrive. Very poor customer service. The side of the chaise cushion also soiled and almost looks moldy. I would expect more from pottery barn.