Pottery Barn Teen

I placed an order on November 30,2015 for several personalized items and was given an estimated delivery date of December 7,2015. When that day came and went without any sign of the items, I called customer service on December 8 and was told that half of my order was out of stock and not expected to be available until February 2016. Since these were Christmas presents, I cancelled the out of stock items and found similar items that were apparently in stock and was given an estimated delivery date of December 21,2015. When I didn't receive a shipping confirmation by December 17, I called customer service and was informed that there was a delay in personalized items, but delivery was guaranteed by December 24. On December 23, I called to get the tracking numbers and was told that the items were still in the fulfillment center and had not been processed yet. At this point I cancelled the order and requested a credit to be issued to my credit card since PB charged by credit card at the time the order was placed. The credit was issued on December 28, but was re-charged on December 29. Today, January 6, I received a delivery from PB Teen. It was one item from the order, even though the packing slip indicates everything should be in the box, and the item I received is damaged. It looks like someone tried to cover up the scratches with magic marker and white out. I again called customer service and sat on the phone for an hour just to be told that I can only get a credit if the items are returned. When I asked to speak to a manager, I was disconnected. This has been the worst shopping experience I have ever had and will never repeat. I guess my only option is to dispute the charges with the credit card company.

I would STRONGLY urge you to avoid doing business with PBTeen (or pottery barn in general), even though the company has a perceived strong brand.

We recently placed two orders with the company. The first was for a bedroom sheet set. They sent the wrong color four - get this - FOUR - times and we finally gave up and just asked for our money back. The second order was for a bed, purportedly one of their "best sellers." After they delivered and set it up this first time, we noticed that the slats had been inserted upside down which was clearly a manufacturing fault (the two side rails were misaligning). We sent the bed back that day and the customer service folks told us by phone that they would have the factory check to see that this fault had been rectified before sending a second one. It took 3 weeks to get the new bed and it had the exact same manufacturing fault. We sent the bed back a second time. Again, we were assured by customer service that they would have the factory check and make sure the next bed was fine before shipping it. The third time it arrived we noted the same exact fault, but interestingly, the company had tried to gloss over the problem by filling in some holes with wood putty. We were so worn down by this time - and my son had been waiting now two months for this bed - that we told the assembly guys to just jerry rig the thing and set it up.

When I sent an email to customer relations after this third misstep on their part, they did not even have the decency to call or write back. This was especially irksome.

Please do yourself a favor and avoid this company. It has some serious quality control and customer service issues. In an age of increasing e-commerce, no customer should have to put up with such ineptitude.

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.

I should've learned my lesson when I ordered the Hampton Loft Bed, which took months to receive, but I excused that because it was a large piece of furniture.

Unfortunately, I thought I would try again to see if the order experience would be better with smaller items. I ordered a small desk chair, sheets, and a pillow to match on August 3rd 2019 and continued to track the order through August into October. They began authorizing charges-on my card weekly for the both chair and sheets up to 8 different times (thankfully this was not a debit card) I finally gave up and called Customer Service today (November 2nd) to cancel the order.

I called this morning at 8:30 AM and an agent who was clearly working from home and asleep answered. I told her I would like to cancel my order as it has been 3 months and I have not received the items. She then mumbles and it sounds to me she was fumbling with her headset to the point where is was hard to hear. She then states my order was flagged for potential fraud and is on hold. I am shocked by this because this was the first I had heard of it! I then inquired if that was the case why I was not contacted to confirm the order. She then says she will transfer me and after 3-4 mins I can still hear her fumbling with the headset. I then say "hello" several times and that the line begins playing music. I am then transferred to the furniture delivery center and they tell me the customer service line isn't open until 10 AM. It goes without saying I will not shop with Pottery-barn Teen again.

3 months of waiting, several credit card charges and horrible customer service... BUYER BEWARE.

I made a PBTeen purchase a few weeks ago. Shipping was fast and that was the only positive. It was a complete set, designed for college kids in their dorms (TwinXL), that I paid $222. I was led to believe I was getting a great deal since the original is $325, but I noticed t went on sale for $200 (noticed 3 days later) and they would not give me a price adjustment; plus, the quality is so poor that even $200 wouldn't be worth it. I am unable to write a review for the specific set (Aiden Stripe Deluxe Comforter Set with Comforter, Sheet Set, Pillowcase, Mattress Pad, Pillow Inserts + Blanket) so maybe I'll save someone the same headaches I've had by writing here.

The quality of this set is not like I have known from Pottery Barn. I've been buying sheets for over 30 years and these are the hardest sheets I've ever felt. I thought washing them a couple of times with fabric softener would help, but didn't. My son -- who is not picky about sheets -- said, "These sheets feel like sandpaper."

I had to order new sheets and the blanket in the set got lint all over the sheets. Repeat washings/dryings did not do enough. I had to use a huge floor size lint roller 8x on his new sheets to get all the lint off!

Returning was not an option because I would have had to return the whole set, which is super inconvenient, and too costly. So we continue to use the comforter, pillow sham, and mattress pad from the set, but the quality of those things is inferior (it just happens to not feel quite like sandpaper or leave lint everywhere). The rest is getting trashed/donated.

PBTeen has shown that they do not care about the problem. I was given a pat response with no offer of alternatives and a refusal to do a $20 price adjustment until I got my credit card company involved.

Ordered two items in November with expected delivery in January, when I checked in January, expected delivery was pushed back to February without my knowledge. I called in February when I didn't receive an email to schedule delivery, they then scheduled my delivery, I got an email the day before expected delivery reminding me of delivery for the next day. When the order did not come that day, I phoned back and the customer service rep said they attempted to call me the week before, and then again the day before, I verified the two phone numbers they had on file for me and when they were correct, I told them there were NO records of the phone calls, they did NOT try to call me even though they had it in their notes they did. They sent me to another person in customer service that said the items were not available and were still back ordered. There was ZERO explanation for why I was scheduled a delivery for an item that wasn't even in stock, ZERO explanation for falsely recorded calls, and ZERO compensation after waiting 3+ months for my items. I canceled the order and am never going to order from them again.

I placed an order with this company on December 1,2015. Their site provided a delivery date of December 9th. My products did not arrive so I called and was told they were a little behind and I should expect delivery no later than Dec 16. The products again did not ship as promised. Their site is never updated with current information, status is always "unavailable". I issued a complaint about this and the next day it was update to "in process" and this status never changed. I called everyday checking on my order I placed for my grandkids for Christmas well in advance After I couldn't rely on this information I ran out at the last minutes trying to buy last minutes gifts for my grandchildren due to this website unreliable service and uncommitted truth on order status. Their compensation was a $25 PBTeen gift card on a $376 order I placed. Gee Thanks! Not to mention the money I had to go out and spend at the last minute because I couldn't chance not getting the order in time with all of the different promises I was given by several different reps over the course of 4 weeks later. Four weeks later, I received a partial order on Dec 24 in a poorly package box that barely made in tact, it was crushed and not sufficiently packaged. As of today, December 27th I am still waiting on the other part of my order. I will never buy anything from this company again. If they couldn't handle the Christmas volume they should have informed their customers of their shipping schedule when placing the order, but they took my money, and would not let me cancel the order because I ordered personalized products that were not returnable. How could I return what I didn't have. I plan to write their corporate office as well.

I am so beyond disappointed with PBTeen. I will never shop there again. I placed a $400 order November 31st with Christmas items that were on my daughters' Christmas wish list. A few of the items were personalized. Mind you, I was well within the guaranteed Christmas delivery timeframe. Two weeks before Christmas I was getting a little nervous, as I had not received any notification whatsoever on where my items were, just that they were "in Process, " but I was assured that they would be delivered as promised, by Christmas Eve. So what happened, Christmas Eve a UPS truck arrives with one box, minus 3 of the items I had ordered. I was so upset, I made my husband help the UPS guy search the truck again for another box, because it had to be there! It was not. We sat on the phone Christmas Eve with the worst customer service person I have ever encountered. She basically said our items were sitting in a box in the wherehouse and would not be delivered. She was barely apologetic and tried to skirt the issue by offering us 20% off of our next order. ARE YOU FOR REAL? We asked to be escalated to a manager and were informed that they would take our number and call us back. Did that happen? NO. To cut this short, it is now January 2nd and we still have not received the items. Called customer service again and they report the best they can do is send us the blanket ordered for free... which now is estimated to be delivered October... in time for next Christmas... are you freaking kidding me? They could only offer us 40% off of the headphones, because apparently they are maxed out in their refunds. All I want is my money back and to never shop at PBTeen again!

I was thrilled to see that there was free shipping while I was on the beanbag page online. Tried to purchase and no free shipping. Surcharge was only $10 each, so I moved on with the purchase. I looked at my confirmation and it was $33.80 for shipping, plus the surcharge of $20. Probably something I missed, so I'll just cancel the order. I then spent the next hour on the phone trying to get customer service so I could back out the purchase. The first person said that I needed PB Teen customer service and transferred me. The next person said the same thing! That was a little annoying, but whatever, how long can it take?... an additional hour passes and no answer. While I'm listening to that phone, I'm calling the local store which is walking distance from where I work, and I'm told they don't have those two bags in stock and she abruptly moves on to the next customer. Hello, hello... dial tone, what the heck Pottery Barn!?!? I'm standing there with two phones in my hand and getting absolutely nowhere. The following morning I walk to the PB Teen store from work, where I'm told that the free shipping doesn't count because I ordered the beanbag covers and the inserts together. The manager tells me they don't have the two I ordered in stock, because she just checked for someone yesterday (Yep, that's me). She goes on to tell me that I should have called, because someone at the store would have told me you could buy the covers online, not pay for shipping and just purchase the inserts at the store. So I'm not thrilled that the same person I spoke with the day before and rushed me off the phone is now full of helpful information on how to avoid paying $53.80 plus tax in shipping fees, but at leased I finally have someone cornered that will speak to me and it sounds like we have a solution. I'm told that to cancel the order, all I need to do is to call customer service. Since I was unable to get anyone at customer service to answer the phone and admit they were handling calls for PB Teen the day before, I have her call. Shocker, she gets right through. She talks to them for a minute and hangs up. She then tells me "The order has already been processed. What would you like to do?".
I can't write what I was thinking.
Most of the things in my house were purchased through the PB store or PB Kids, including living, dining and bedroom sets. I've had great service in the past years, both at the retail store and online. Is this just an issue with PB Teen or is this all of Pottery Barn now? The more I type, the more angry I get at the total disconnect the store has with their customer. I can't give you a review of the beanbags, because they were just ordered, but I can tell you it will be my last time purchasing here. The indifferent attitude when I was able to speak to someone and the fact that I didn't need to spend the extra money in the first place has earned my first ever negative review!