Pottery Barn TeenReviews 177

I truly believe the pandemic has played a part in the poor customer service and delivery process for PBT and it is a shame because I trusted them to be more professional. However for the amount of money I spent on furniture over the past year Long story short. After 6 months furntiure was finally "scheduled" for delivery only to be cancelled by a customer service rep who you cannot follow up with. This happened 2x and after multiple calls to get some understanding of what was going on. I spoke to at least 10 different customer service reps throughout this process including "Juan" who claimed to be a supervisor and "gave me his word to follow up with me on Monday" only to never hear back again. I waiting hours on hold to speak with somebody who knew what was going on... only to be given a run around. Big $#*! show.
I ended up having to order a brand new bed diffferent then my original order. By then had to fight to have the first order (bed) cancelled and reimbursed for. I ended up having to get the credit card company involved to get my money... and the kicker, this week (Christmas week and 8 months later) I am now receiving emails saying my bed (the original one, the one i cancelled and the one they couldnnt communicate with the vendor for to reimburse me back in October) is ready for dellivery.
On a positive note the delivery workers were wonderful and should be applauded for staying on with a company that is loosing credibility by the day. Im done with PBT. Its not worth the TIME, money and energy.

Ordered a robe for my daughter and had to do a return for a different size and was not only charged for shipping the first time but for the return as well. I was only refunded $21 out of $42. I will never buy from them again. They are over priced and customer service is terrible. Shop elsewhere!

Bad news - very unpredictable
You might get lucky and get your stuff, but you might not. IT'S THE TOSS OF A COIN. I've been waiting almost 5 months for 2 Avalon Beds. Customer service doesn't know any more than you do about when the product will ever arrive. Sad. My children are literally getting older and moving through different stages of their lives at this point while we wait for their new beds to arrive. Hope they get here before they go off to college.

I had the exact same experience as another review with a PB Teen backpack. I ordered in July 2021 and school started in late August 2021. Its October 6th and the backpack is ripping along multiple seems. This is a $75 backpack. I called customer service who basically said they won't stand behind their product and there is nothing they can do. We've ordered a lot of items from PB Kids and PB Teen over the years and I'm so disappointed with the Company. We'll never order from them again

I purchased the PB Teen Prescott ottoman. When I received it, after paying shipping and a delivery surcharge, it was a square beanbag and when I tried to return it, it was not returnable (even though it wasn't on clearance). I emailed customer service about a month ago. I was hoping to return it as I wasn't sure why I couldn't return it and no response. After having an extremely difficult experience with an issue with West Elm after calling customer service, I thought email would be better.

Had there been reviews on the website, I could have probably learned it was just a bean bag. The thing is they sell bean bags so why market an entire collection as a "sectional" when it is just beanbags. The tag on the item even says beanbag. It was false advertising.

Even if they had no intention of resolving the issue most reputable businesses would at least respond. Unfortunately, between lack of transparency with customer feedback and poor customer service, I don't think this business group is reputable.

My daughter ordered the Pottery Barn Teen Waves comforter and less than a year of use both sides have pilling all over it--no washing or rubbing "velcro or rough" object over it. I wrote to PB Teen customer service and they told me to get a pill shaver to shave the pilling off. I've never experienced bad quality at PB Teen or PB until now and will no longer buy bedding there. Disappointed that they didn't offer to come up with a better solution or replace it. They didn't even offer to send me the shaver, only gave me a link to purchase it from their website.

I ordered a school backpack for my daughter back July 4th they said will have it delivered in 2 weeks after that time has gone they sent me an email saying backordered between August 19th-23rd. Then they sent me another email saying it's arriving August 16th nothing was delivered yesterday. You request to speak with a manager they put u on hold for an hour with no avail. Very dissapointed that my daughter started her school with her old backpack. And still waiting.

Purchased a backpack last year for my daughter, only used for 4 months since they didn't go to school due to pandemic, it's already ripping and can't be used, way too much money for a backpack to be that cheap! Won't be purchasing any again, called customer service, spoke to Mia and was not a big help, waited 56 minutes on hold for a manager and didn't get any where, what a waste of money for such a cheap item … very disappointed with pottery barn

I ordered an expensive overly priced bookshelf organizer from Pottery barn teen. When I first placed the order the estimated shipping time was during the month of April. Once I ordered it, it changed to a month later or longer. I didn't want to wait that long so the next day I called to cancel it. They told me they couldn't cancel to because it already left to go to the distribution center and I would have to wait until it arrived there to cancel it. Finally it arrived there and I called to cancel it. They told me I waited too long to cancel. I was furious. They finally agreed to cancel the order reluctantly after a explained that I wasn't going to take no for an answer. They said my money would be refunded. Meanwhile I get multiple emails every day asking for me to schedule the delivery. When I finally received my refund, they decided to keep $230 of the over $1,000 I paid for the item. I'm assuming they kept this for shipping but it was never actually shipped to me in the first place. I would like to call them back and tell them something but don't feel like wasting more time. Lesson learned... I will NEVER buy from them again! Buyer beware!

We ordered a loft bed in August and it wasn't fully delivered until the following February. It took nearly 6 months with 3 separate deliveries, many phone calls, time spent tracking and reordering before we had a complete bed. It was a disaster, no compensation for the incompetence of their systems. If you don't have time to track, figure out what you're missing, reorder, track, reorder, track and track then don't order from them. There was never any follow-up or follow through from anyone in the company. I will never order from any of the William Sonoma companies.

I purchased two heart pillows for my daughter for xmas. And by February 10 the pillow ripped and when asked for a exchange only think that was offered was a 5 dollar gift card to purchase something else at there company... good luck getting me to buy anything else.

I bought a desk for my kids' virtual school/homeschooling in June. When I bought it, it said it was backordered till September. Fine, I thought, we can manage until then. When September came, the date was changed to October, then November, then December. In January, I finally called Pottery Barn, and they said, oh, it's waiting to schedule delivery. So I scheduled the delivery for February 11,7 1/2 months after I ordered. However, it's February 11, and guess what? It's not being delivered today. There was a problem with part of the order and when I called Pottery Barn, there's no estimate as to how long it will take. We now have bets going that the school year will end before I get my desks. Uggghhh! Such a nightmare! I was going to order a bed from them, but now, no way!

I wish I read these reviews before I ordered a Baldwin lounge furniture for my teen. It's VERY uncomfortable and looks really cheap, it should've been a 1/3 of the price that it actually was. Their marketing is beautiful, customer service is crappy and zero value. I now remember why I didn't order from them for so many years.

I ordered something on December 30 2020 and the estimated shipping has been changed 3 TIMES ALREADY! WHAT IS GOING ON? Why in the world will the website show you have items in stocks and ready to buy if it's going to be backordered!? This is misleading because you are just taking my money and not giving me what I ORDERED! SO WHAT SHOULD I DO? GET MY MONEY BACK? LOOKS LIKE IT BECASUE YOUR COSTUMER SERVICE LIED THAT IS WAS GOING TO COME ALREADY.

Beware of this company. Returns and refunds will be your expense so make sure you are 100% positive that you want the item before purchase because you will pay for changing your mind. Customers are NOT a priority and satisfaction is for their benefit only.

I ordered a travel bag and paid for it to be monogramed as a Christmas gift for my grandson. It was more expensive than from other companies and the shipping cost was high but I wanted it to match the suitcase I ordered for him from a different PB branch. They sent a photo of the bag via email on the day it was delivered in November. On Christmas Day he opened a World Map Tapestry - you cannot imagine how ugly it is! I called and they said the travel bag had been delivered to the wrong person and although that person had returned it, they had no idea where it was AND I could no longer order one. A refund is NOT what I had in mind since I had specifically ordered from PB Teen to purchase matching bags. I will avoid Pottery Barn Teen at all costs AND possibly avoid the other branches of Pottery Barn as well. I will NEVER recommend Pottery Barn Teen - may they go away and soon!

Received my personalized robe and you can't even see the name and the embroidery threads were not stitched properly. So when I called to talk to customer service rep she said personalized items are final sale and I wouldn't be getting a full refund. I told her I know that but the robe is flawed and damaged and it came that way. We went back and forth for 25mins. Now I'm waiting for a supervisor to call me back in 72hrs. Wow potterybarn you send someone a damaged item and its clearly not what the customer ordered and now I'm fighting for a full refund. I feel ripped off! The top pic is what I thought I was getting and the bottom one is what I received. The other pic is the embroidery stitching on the back. The stitching is also coming out on the front