Worst experience ever and the products were damaged. Of course, they do not let actual consumers leave reviews on their website. I placed my order for three ornaments on Sept 13. Pottery Barn authorize my payment on September 13, which presumably was because the items were in stock and ready to ship. The items appeared to be in stock when I ordered and the items were expected to be delivered by October 3. Clearly, they were not in stock and there was no realistic timeframe in which they would be. Pottery Barn reauthorized the amount 7 times (authorizations on 9/13,9/22,9/29,10/18,10/25,20/28,10/29) each time telling me the payment would not be processes until they shipped, but of course, those funds were restricted from my use. The HARRY POTTER Patronus Light-up Ornament was the first to arrive. They informed me that they shipped the first item, the HARRY POTTER Patronus Light-up Ornament, by UPS "Sure Post" on October 29. According to UPS, they had not really shipped, they only created a label. Sure Post leaves by UPS but is passed off to USPS. That means you have to track the shipment part way on UPS tracking and then get the USPS number from UPS to track on the USPS system. The other two items in my order were still backordered (but they NEVER used that word). It was finally delivered on Halloween night, nearly 1 month after the anticipated delivery day. It was well package, but the ornament was severely damaged. Both stag horns had been broken off and obviously poorly glued back on. Several tips of the stag horn points were also chipped off and missing. I have a label to return it. The HARRY POTTER The Golden Egg Light-up Ornament shipped on 10/31 and arrived on 11/2. Again the shipment was packaged well, but the surface of the egg was visible scratched. HARRY POTTER MIRROR OF ERISED Antique Gold Ornament finally arrived on 11/3 – one full month later than indicated and 6 weeks after ordering. Given my experience, I am only slightly hopeful the funds will be returned before 2022.

This has been the most frustrating, time consuming, unprofessional, disorganized experience of my life and I've been through a divorce! I placed this order on 08/18/20 for my daughter's birthday present! We placed an order for a full sized bed and mattress, desk and hutch, and a night stand.It took until Christmas 2020 and lots of phone calls, before we received the bed frame, end table, desk and hutch in 3 separate deliveries! 4 months we had patiently waited! The mattress did not arrive! Its now February 2021 and my daughter has been sleeping in my office for 6 months while we patiently await the arrival of the mattress. Each month we got an email stating the mattress would ship the following month. Each month I talked to an employee (never a manger because they couldn't find one) who apologized but could not help me! I even asked for a refund because we no longer wanted the mattress. Get this, they could refund the money for the mattress, however, they would still have to charge me shipping. Even though, the mattress had not shipped, and it had been 4 months at that time, they were going to charge me for shipping! So, I said I would wait for the mattress.
Then I received an email confirmation that it had been delivered at 7:39am on February 13,2021. My mattress was not delivered! I called *******494 at 8am on the 13th to state the mattress was not delivered and questioned why I was receiving this Email if the mattress had not been delivered. I also did not receive the phone call to let me know the driver was on his way like I did for the previous deliveries. The employee stated that sometimes the driver sends out the email before they leave the Hickory hub. She tried calling the Hickory hub and said the dispatcher Hickory was trying to get in touch with the drivers. I should receive a phone call 30 minutes prior to the delivery. The drivers would be here between 9-11am. At 11:08am I had not received a phone call from the drivers and the mattress had not been delivered. Then I received an email asking me to rate how the overall experience with the delivery went. UMM, POOR! MISERABLE! IVE BEEN LIED TO AND THE MATTRESS IS NOT HERE! I called the *******494 number again to find out what was going on. The Pottery Barn employee stated she was transferring me to the Hickory Hub. No one in Hickory picked up the phone! I was on hold for 10 minutes. I hung up and called the *******494 number again. This time I asked for a manager. They said ok and transferred me. An employee named, Cammie, answered. I asked if she was a manager and she said no. I said, well I asked to speak to a manager. She said, she needed my order number before she could transfer me. I gave her the order number and then she proceeded to tell me there was not a manager available. I told her I would wait until one became available! I've been on hold for 60 minutes as of now and no manager! This is a horrible reflection of how to manage a business! It seems like their corporate department needs restructuring or retraining! I WILL NOT PURCHASE ANYTHING FROM THIS COMPANY AGAIN AND I WILL BE SURE TO SHARE MY EXPERIENCE WITH THE PUBLIC! AND THEY STILL OWE ME A MATTRESS!
UPDATE! After an hour waiting on the phone I finally get to talk to Candice, a supervisor. Candice tells me the Hickory Hub is not open on the weekends and all of the shipments are coming from Georgia so she can't find out where the driver is. She states she has to investigate because it does state the mattress was delivered. I explained the email stated the driver' name is Pacho. Why can't she call Pacho? She and her boss are conveniently off for a 3 day weekend to celebrate Valentine's Day! So it would be at least Tuesday before I hear back! Are you kidding me?! There's not one Manager on duty on the weekends? I've been inconvenienced for 6 months! My daughter had to sleep in my office for her birthday in September, Thanksgiving, Christmas, New Years, and now she has to sleep in my office for Valentines Day because the supervisors and managers don't want to be inconvenienced! My daughter stayed up until midnight decorating her room because she was so excited to sleep there tonight! I've waited at my house all day for a delivery that never showed! I hope there is some kind of legal action that can be taken against this company! This is not ok!

Absolute nightmare of a company. I ordered & paid for a Sleep & Study loft bed on 8/19/20. Pottery Barn Teen has failed to meet delivery timing and isn't expediting resolution.
On 8/19/20, I purchased and paid for a Sleep & Study Loft bed on PBTeen.com. The delivery was estimated between 9/4/20-9/10/20 (later extended through 9/18/20). Per tracking the items were shipped to delivery center on 8/23/20 & 8/25/20 (total of 5 packages). On 9/11/20 I noticed that they were still in transit to delivery center (which seemed excessive) so I called Customer Service. The young lady that I spoke with told me that she confirmed the Delivery Center had received the product and my delivery would be made by Tue, 9/15/20. Based on this conversation, we removed our sons existing furniture on 9/13/20 in preparation for the upcoming delivery. As of 9/14/20, I hadn't received a call to schedule delivery & assembly so I called again. This associate told me that the Delivery Center hadn't received all the items and would call to schedule delivery when they were received. Email communication with other associates is attached. On 9/19/20, I received an email to schedule delivery. I scheduled delivery for 9/24/20. This day I took off work to be home for said delivery and further emptied my sons room to make sure the delivery team would be able to deliver and install without issue. The delivery team arrived and I showed them where the bed needed to be placed. Shortly after going to retrieve the bed from the truck, the associate returned and told me that the bed wasn't on his truck. I called the Delivery Center to see what was going on and was advised that the Delivery Center had received the wrong side boards and that the soonest they would have the replacement parts is 2-3 weeks... which makes 3-4 weeks past the latest date in the window. I late received a message that said my delivery was complete and asking me to complete a satisfaction survey. WHAT?! Upset with the lack of care or concern (failure to notify delivery crew that they didn't have the bed on the truck and wouldn't be making the delivery, failure to notify me that I would not be receiving the bed on 9/24/20), I called the Customer Service number and spoke with someone who identified as a Furniture Specialist. I explained the entire situation and asked that this be expedited as it is completely inexcusable that they have not delivered the bed and are now telling me to be patient and wait additional weeks. Time and time again I tried to understand why they couldn't priority ship the side railing to the Delivery Center or why they couldn't just ship me the entire bed and let me put it together myself. Time and time again I tried to understand why I couldn't get a straight answer from anyone about what was actually happening with the product that I'd paid for. Each time I got out of the box responses and encouragement to call after delivery to receive compensation for my troubles. I never asked for compensation for my troubles - I just asked that someone be straight with me and tell me when we would receive the product that we paid for. Although I had asked multiple times to speak with a member of management - I am not confident that I ever actually got transferred to a person with authority to remedy customer service issues and this is certainly a customer service issue. I wouldn't have imagined that a reputable company like Pottery Barn would be so deliberate in refusing to go above and beyond to make good with their customers. I am extremely disappointed and would like this resolved more timely than the 2-3 weeks that they are saying it takes to get side board(s) from NJ to MS. There are clearly ways that they can expedite that shipment... even if it's out of normal protocol. Kellyann Brown with the Delivery Center at Pottery Barn called on 9/25/20. She advised that the Ops Manager located bed rails that can be used to complete our delivery and scheduled it for 10/1/2020. This was set for 4-7pm. The delivery team called close to 7pm and notified me they were running late and may not make my delivery. I tried to call Kellyann Brown. Of course her mailbox doesn't have enough space to leave a message... I'm sure I'm one of many VERY UPSET customers. I called the number on the delivery tracker. That person is out of the office. I called the after hours number and waited for "the next available agent" for an hour - yes AN HOUR - before hanging up. The delivery app said they arrive at 8:20pm and that was followed by a text telling me to disregard the notifications - that they wouldn't be making out delivery - again... and isn't able to tell me when they will be making said delivery. I am out a couple thousand dollars for this bed and $299 for this "delivery and assembly". I have NEVER been more disappointed with a company! If I hadn't already planned my sons entire room around this stupid bed from this POS company - I'd dispute this with my credit card company and tell them how I really feel. I will NEVER buy anything else from this company and I will NEVER recommend this company - that goes for parent and sister companies of Pottery Barn Teen. Buyer BEWARE!

My daughter decided on the Large Elsie Desk. Even though I had 20% coupon to use, I wasn't able to apply on furniture. Chat did offer me 10% off though. But I couldn't use my military also on top of it. Online needs to allow for both since Im able to apply both at a PB store. Since covid started, I didn't want anyone in the houseI explained if I can get White Glove delivery waivedthey would not even discount my delivery. I also added a gold Pinboard. They wouldn't ship my desk b/c they were waiting on the Pinboard at warehouse to arrive. I was disappointed. Online stated that these 2 items would ship separately. After paying an arm and leg for delivery, now I had to wait weeks before they can ship bc the Pinboard had not arrived. I called several times for CS which took a long time, one said the Pinboard arrived and they are waiting on the desk while another CS rep was vice versa. I was tempted to cancel the Pinboard but now it was being backordered so I didn't cancel. Products finally arrived only for delivery guys to drop in my garage unassembled. My gold Pinboard wasn't perfectit had a few scratches you can see in the light. It was their last one so I was offered a slight discount. My desk was just average quality. For the price paid, I expected the interior drawers to be finishedinstead it was more rough and light washed, unfinished. The drawers didn't even have gliders like the centered drawerso they pull roughly. I can see in a few years the wood may chip due to overpulling. After looking at the measurements online trying to decide on a chair, I noticed that their measurements for the desk was off. They seriously need to update their website. Chat service was hard to get a hold offthey didn't answer promptly. Questions as far as measurements goeshad to wait via email to get an answer. The center space for a chair seemed small for the chairs they were offering. I hope the chair I order will fit. I placed my order for a swivel chair in April and it's been backordered till mid August. Prices are ridiculously high. I had only got this item since my PB Rewards kicked in. Inventory/selection of fabric choices seems to be lacking and changing. They do have great sales from time to time like their 30-50% off clearance. Can be a waste of time to shop, most items not available even though you click and view them. Limited time sale items and Roxy items can't even apply coupons. No local store near me so that's a downsize to not previewing the products. It would be nice if all PB stores had a PBTeen store next to them. Site needs updating with correct specs and put back customer reviews like W&S.

What a terrible experience. If they have a VP of Marketing or Customer Care -- they should be fired.
Here's the story. I order a Pottery Barn Teen Sectional for my teenage daughter. I called customer service to see if I could have a fabric sample. Customer Service did not have access to fabric samples, but referred me to the closest store (more than 40 miles away). Before taking a 2+hr roundtrip drive, I called the store. They did not have a fabric sample, nor did they have a single piece of furniture that had the same color or even fabric type.

I took a leap of faith and went through the ordering process. At the very end of the process, I learn that the item is backordered for about 8 weeks. Would have been helpful to know that AT THE BEGINNING OF THE ORDERING PROCESS RATHER THAN AT THE PAYMENT PAGE. But my daughter really likes the sectional, so I'll wait 8 weeks.

8 weeks came and went. I sent an email to customer service -- no response. I wait another week and call. 30 minutes on hold, but I did learn that my sectional (all 5 pieces) was being shipped in mid September -- about 10 weeks from order date.
5 boxes arrive -- 4 pieces of the sectional and one very large bookcase which i did not order. You might wonder why I did not catch this mistake at the time of delivery? It is because Pottery Barn ships FURNITURE to curbside! I kid you not -- UPS left 4 pieces of a sectional and a very large bookcase on my driveway (even though I had asked Pottery Barn to require a customer signature).
I call customer service. The representative tells me that because my items are "non-returnable" she cannot generate a return UPS ticket. Her recommendation is that I should drive the bookcase to a pottery barn store. I explain that the item probably weighs about 100 lbs, and it is in a box that measures close to 10 feet. I'm not going to be returning it to the store.
After several escalations, the representative finds a way to generate a UPS ticket for the return of the bookcase. A new ticket is generated for my "missing" sectional piece. Except the representative ordered an entire sectional, not the one missing piece. I call customer service again -- cancel sectional and reorder just one piece of the sectional. Done -- and FYI, it will arrive in DECEMBER! I ordered the sectional in JULY!
I've asked to speak to a manager. I'm wasn't surprised to learn that the wait was very long and they will have someone call me back. Still waiting.
Perhaps the person waiting for the bookcase has my missing sectional piece. Meanwhile, my daughter is trying to work on her room with 4/5 of a sectional!
If you can afford to wait 6 months for very basic items at marginal quality -- give PB Teen a try.