Pottery Barn Teen

So many issues - where do I start?
My daughter saw some bedroom furniture she liked. It was a $6,000 bed, dresser and headboard set. She used her own money, otherwise I would have not permitted it. The quality didn't come anywhere near the price tag. Maybe $2,000. I understand that in this post-covid insanity things are generally over priced, but for that kind of price point, I expected better. To me, it just feels cheap. It was well packaged - good thing considering the delivery neanderthals... The delivery/assembly staff were woefully equipped. They did not have all the necessary tools to complete the assembly process. My son and I finished the process to avoid having these people back in my home - or anywhere near it. The delivery individual carried the first piece in and damaged the drywall and cornerbead. This will not be an easy fix since the area connects to multiple walls. Where will the painter stop? I have contacted customer service no less that 5 times and have yet to get a response. The furniture was delivered 06/02/2022. I think I should have had a response by now (06/27/2022). Further, there was damage to the yard from the driver. My advise - run away from anything Pottery Barn. The only reason I gave the extra star is that they did offer a 10% credit for the incomplete assembly.

I love the catalog but the products are not equal in value to their cost! And customer service is terrible. We bought a very expensive loft/study bed for my daughter and in less than a year the prefab book shelf began to splinter and crack. PB Teen refused to replace it. Interestingly, we have friends that bought the same loft/study bed for their daughter and are having the same, but worse, problems with no resolution from PB Teen. Products look lovely in the catalog but buyer beware!

I placed an order but go not " response". I thought it didn't go through so I placed it again... got a response for the second order FOLLOWED by the first order. I sent an email IMMEDIATLEY to customer service explaining the error and please cancel ONE order. ( so they wouldn't have to pay the shipping( it was free ship for me) on something I was going to return to store immediately. I got no reply, both orders were later confirmed and shipped. POOR CUSTOMER SERVICE.

I ordered a $1,300 vanity from pbteen.com. Once it was delivered, the delivery men told us that the two major parts of the vanity were damaged. I went to their truck to look and they were right: both pieces were majorly dented. They said they signed off for them at the warehouse without even looking! Now I have to wait three more weeks for new pieces, and in the meanwhile they left the undamaged pieces (one drawer and the mirror) in my living room to sit there. Very disappointed; such bad quality from a high end furniture store.

I ordered multiple things from Pottery Barn Teen this past Christmas and will never do it again. Things which were available at the time of purchase became back ordered so I had to scramble to find a replacement. Those with a December or January back order date became a June back order date without notice. The shower curtain we ordered came with the correct letters but the letters were on their side so unusable. The quality of the items that we did receive was very good and my daughter loves them. But we could have used Wayfair for similar items and the experience would have been much easier. When I called customer service I had to wait awhile in the queue but the customer service representative, Stephanie, was fantastic. She is the only reason for the two stars and not one.

I'm actually kind of surprised the suite of Williams-Sonoma/PB/etc aren't out of business. For one, near where I live, the brick and mortar barely has anyone in them. Secondly, all of these websites have terrible shipping policies. It's the old school "if you spend more, you pay more! Regardless of weight." They're basically pooling the people who order heavy furniture, with people who order lighter things like bedding, etc. I find that quite ridiculous as almost every online retailer has free shipping over a certain price point, not PAY MORE over a certain price point. For example, over $3000 it's 5%. That's $150. Sure they have random free shipping promos but I paid $14 for a duvet cover and pillow cases to be shipped. I find that distasteful but really liked the pattern and it was on great discount. The kicker is, if you pay for standard shipping, your item won't ship for a few days. The label gets generated, but it waits for pickup by the courier service. Also, unacceptable for $14 when many retailers use 2day ground or for smaller items like duvet covers... USPS priority. I really cannot recommend supporting retailers who are so calculating towards their customers that their profit margins matter so much where they split hairs on making you, the customer, take the burden on shipping costs when this is no longer the practice.