Renee T.

I have been a Pottery Barn (and PB Teen/kids) account holder for a long time now.
First off: they eliminated their customer review of items feature a few years ago. I think that I know why.
The quality of the things they sell seems to have gone down, overall. Various issues like tarnished mirrors, poorly made linens, etc. I have received and returned several items that seemed to be of considerably less quality than, say, Target. Not everything, but definitely a noticeable and declining focus on quality.
I DO like their personalization options... however, I ordered a personalized item for Christmas last year that arrived with a completely wrong name, and was refunded only part of the cost and none of the shipping cost. Because of the overall quality of the actual item, i declined their offer to send another with the correct name.

Pottery Barn Teen has a wholly different web site and sign in process, which I find quite odd. They do, however, honor the same credit card & bonus system.

Unlike so many of the other reviewers, I have no complaints with their customer service agents. All have been polite, expressed what sounded like a true desire to assist, and they are Americans who speak English clearly. That goes a very long way in my book. There is just so much that they can do, however.
The 10% coupon towards a future purchase that you receive at each $250 interval sounds nice, but when you consider the often quite elevated price you are paying, it really isn't a benefit. Also, they expire relatively quickly and you must have a hard copy of the coupon in order to use it. (Unless there is some magic link that I havent found... but if so it is very elusive)
You are charged the full price at purchase and instructed that your coupon will be reflected on your bill later.
Their billing and payment system seems quite out dated for such a large company.

Overall, I would say that they do still carry some nice items but you are on your own with discerning which items aren't sub-par and should be aware of exact refund policies before ordering. Those policies can vary by the item, so proceed carefully.

I am not closing my account just yet. Hopefully they will listen and improve. They used to be so reliably good!

I cannot stress this enough! Don't risk it!
Twice now they have promised and not delivered, leaving me no options by not letting us know beforehand!
This is a middleman website... selling to get a cut from floral businesses... their customer service agents are completely indifferent, and extremely hard to understand (foreign). Rude. Acted like holidays meant nothing to them. In one case offered refund on product that never showed but refused to refund shipping. Took a very long call to get even that much. In second case, they offered a refund minus shipping on product that received after the holiday... IF it was returned. Could not see putting my elderly relative through that hassle!
Don't risk it! They DO NOT CARE!

Free Shipping, great selection!

I ordered several of these, in order to decide if I wanted to sell them. First of all, none of them smelled very good. Reminded me of wax with essential oils mixed in. Two of the candles that I received had no wick above the wax line, so I had to carve out the wax in order to light them. ALL of the candles I received had $15 junk rings inside. A few of them were kind of cute, many were just cruddy looking, and all of them were junk. I think for maybe $10 apiece, they might be a fun gift for a teenager. For $24-$25 plus shipping, it's just a ripoff. Also, I think the company needs to clearly state what percentage of their candles contain valuable jewelry in them. To say that they don't know because they randomly put the jewelry in is just a way of avoiding giving an honest answer. (And therefore, a scam).